NP8150 2.7 years of service

After 2.7 years of near constant service I am about to send the laptop in for one last service and repair. This one is going to be a big one, at this point nearly everything on the laptop is broken in some way: Random crashes(cpu errors in stability tests point to cpu), Video driver crashes(GPU dying (this is the second 6990m in this computer and it too is failing now after a year of use)), usb3.0 no longer recognized any external HDDs and they did when I bought it(will still power a usb keyboard but won't power a USB mouse)(motherboard dying), and finally there is a line of dying pixels across the middle of the screen. Basically the only things that still work are the fans, ram, wireless, keyboard and touchpad.

I bought the 3 year warranty cause for $150 it was a steal and I am so glad I did. I have absolutely no idea if they can even fix this one with all the hardware long out of production but that is their issue to deal with not mine.

 

Sorry to hear of the problems you had over the last 2.7 years! This does highlight that these failures can happen.

We think it is a VERY good idea to do like you did and get the 3 Years Warranty. Since a motherboard is over $400.00 many times, video card can be several hundred dollars.

Not to mention the CPU and other items! Thanks for sharing this.

 

I should mention that almost all these failures began right around the 2 year mark and I have just been putting off sending it in because it is my only computer. The first GPU failed at 1 year. Also I regularly clean the heatsinks and the laptop has spent almost its entire life on a cooling pad except when I took it to class.

 

Well, please let us know how this is handled. I'd like to see what comes of it. Perhaps they'll upgrade some parts for you.

It sucks that it's your only computer. I guess I'm always paranoid of that which is why I usually have another cheap netbook around.

 

I think it would be cheaper for them to just throw it away and give me something else, replacement parts come to over 1.5k USD I think.

 

Yeah in that case it really would be cheaper to just give you a new laptop with equivalent specs.

And good for you on getting the longest warranty possible, your case is a perfect illustration of why one should not cheap out on warranty when buying $2000+ notebooks.

 

Compared to a Dell 3 year warranty the Clevo Warranties are a steal. I paid nearly 3k for this laptop when it was new, $150 is a drop in the ocean and I already made it back on the first GPU replacement.

 

Yep, I stupidly didn't get the warranty on my last one. Ended up regretting it when my 6990m died after 2.5 years. Ended up paying the money for a crappy 560m so I could gift it to family - $350 + shipping for a crappier card. Just ordered a new system and the 3 year was a no-brainer.

 

So far no response from xoticpc on my RMA request. 48 hours and counting.

 

I would shoot one of the reps (Hutsady, Justin, Derek) on here a PM and ask them for an update.

 

If you haven't received one by now, then yes, as rhutor suggested, definitely contact them via PM. Or call in.

 

Received prepaid shipping label today. Had to send a message to the reps here before anything happened with my RMA request, they said their emails were getting bounced back but as soon as I asked them what was up and got a reply an email appeared in my inbox before I gave them another email address.

 

Not sure what happened there. If it appeared in your inbox before the new address was given our service team must have had it ready to go. Sometimes we do have to wait for Sager to provide us with RMA information. Feel free to PM me anytime, since I get that notification about a new PM I can reply faster than on individual threads.

 

Well after finally sending it in I was told if the GPU was bad it would be replaced by a 560m. I flatly told the Sager rep that this was not acceptable. Waiting to hear back.

 

The 560M is not an equivalent replacement for the 6990M. It needs to be a 580M if going with an nVidia replacement.

 

Yup. I think those are completely out of stock at this point as well though. The only course left is to refund me the purchase price or replace with an equivalent current laptop according to their warranty terms.

 

I am becoming a little annoyed with this David guy.

 

So Sager admits the 560M is inferior to the 6990M, but still wants you to take it anyway?

 

Or tell them to mod the bios and give you a 600 series.

 

I asked for the phone number I can reach his supervisor at. This is completely unacceptable.

 

In a situation like this communication is of paramount importance.

 

Well well ... what started as a nice boon to buying long warranties is quickly turning into why we should not get them.

 

Well if the OP didn't take out the extended warranty he'd be completely SOL. At least now he has a "lowball offer" as opposed to "no offer". Not saying what Sager is doing is right or acceptable, but at least there's something. Also keep in mind a new 560M will still run you $350 even today, so I'm guessing a used or refurb will still cost over $200.

I just hope everything works out in the end eventually for the OP.

 

The amount of money they are about to have to put into parts makes no sense to me. They are willing to send my 6990m back to the factory for repair and pay god knows how much money to do it as well as a new motherboard and screen and 2820qm processor. It would be cheaper for them to just throw it away and give me a different laptop but they have their heads so far up their asses they can't see this fact.

As for the warranty debate I am sure they will figure it all out eventually and then I will have a fixed laptop where otherwise it would just be in the trash and I would have nothing. Keep in mind my extended warranty already got me a replacement 6990m so I have already made money off the deal.

Also good luck to sager trying to repair a busted 6990m chip. ain't repairable and I know that for a fact.

Sent live from the scene of the crime.

 

Wow... They admitted that it was going to be an almost 30% drop in performance and expected this to be acceptable?!

Its their problem to find out how to replace the part. They have an obligation to get you a replacement that is equivalent and in a reasonable time frame. This has been going on way too long, I'd be escalating this up the chain and if you can't get satisfaction, I'd be contacting my state attorney general...

 

Just spoke to exoticpc and they told me that sager will not replace the system even though the warranty clearly states they have to. So basically Sager is in breach of contract and I should be calling a lawyer...

Why do companies want to over the consumer so much? If they just replaced my system with the base model 15" or even that 13" with an 860m it would be cheaper than replacing all my parts and would be directly comparable...

Sent live from the scene of the crime.

 

I read their warranty and it does say that it's entirely at their discretion what they do. The only hope would be if you have a state law that invalidates one or more of the limitations they put in the warranty, however, their own warranty says that they will replace a part with one that is "at least functionally equivalent to the original product" so I don't know why they're trying to get away with taking away 28% of the performance of your machine...

Sent from my HTC One_M8 using Tapatalk

 

Yeah I don't think anyone can argue a 28% drop is functionally equivalent. Also that is 28% in vantage, on paper the specs are much more divergent at almost 50% worse.

Sent live from the scene of the crime.

 

The warranty gives them some discretion as to what the replacement will be, but it should NOT be with a part isn't at least on par with original equipment.

I bought the 3 year warranty. But... I have modified my machine. Not sure how much of that is still intact. Hopefully I won't have to find out!

 

I would not take the 560M in replacement no.

 

Religion,

Sorry to hear of these issues! I did look up your case and Contacted Sager to find out was going on. They responded and let us know they were able to special order a 6990 from clevo that will arrive today and ship out ASAP Please feel free to contact me directly for any further inquiries!

 

Thank god and thank you for the assist. Dunno why this was such a struggle though honestly.

Sent live from the scene of the crime.

 

Good to hear that's going to be sorted, good to have a reseller on your side

 

Yeah if I had bought straight from Sager I would be boned right now. XoticPC gets 5stars from me, Sager 2stars.

Sent live from the scene of the crime.

 

Yay for a happy ending. And just goes to prove that end users should never buy direct from Sager.

 

That's awesome that they took care of you, Tanner has been helping me too with getting my RMA done, just got my label and I'm wiping the machine right now. Glad I picked Xotic, it has definitely been a 5* experience with them from start to finish!

Sent from my HTC One_M8 using Tapatalk

 

Love helping out our customers

 

Yeah XoticPC has consistently been great. I also give 5 stars from purchasing my rig from them. Even after purchase they're prompt. Good stuff, good stuff.

 

Gotta admit, I'm starting to regret a little that I didn't buy my Clevo through Xotic. Bought from a company that had excellent reputation everywhere I looked, but given my recent experiences and that of another user I'm really starting to question whether said company has gone down the gutter.

 

If it was a Sager branded computer you may be able to go directly through Sager to get some help.

 

Not Sager, but given what we're seeing here going directly to Sager doesn't seem like a very good option either.

 

Laptop has been returned to me. USB3.0 is still dropping connections to any 2 external hdds when both ports are populated, my only solution is 1 hdd in 3.0 and 1 in a 2.0 port. This was an issue I raised with Sager and they said the problem did not exist. GPU seems fixed and so far I have had no desktop crashes, still 2 out of 4, with a massive amount of pestering on my part to even get that, is pretty good service coming from Sager.

 

Have you checked that:

1. The firmware is up to date for the USB devices on the PC?
2. The firmware is up to date on the USB drive in particular? Western Digital devices in particular had issues with USB3 and power drops.
3. Is the harddrive drawing more power than the USB can deliver? Do you need additional USB connectivity? Like my USB drive 3.0 has a second USB connector for when it's highly utilized, as in the manual in the fine print it stated that heavy use over USB may not provide enough power for the drive which may cause it to lose connectivity.

So the issue may not be with the Sager unit itself, but how the drive itself is utilizing USB or the firmware.

Not sure how much you've done with regards to this, but something to consider.

 

The HDDs work fine on every other platform I use them on and have the most up to date firmwares. I think it is a limitation of the motherboard design honestly, yes it has 2 3.0 ports but only one of them is capable of working at maximum capacity at any given time.

 

That's probably the powered USB 3.0 port.

So yea, likely the other port just doesn't have enough juice to provide the 'oomph' the drive needs under full load.

Limitation in the power distribution, alas.

You may be able to get around this if you get a powered usb 3.0 hub as a side-bar for the laptop.

Something like http://www.amazon.com/AmazonBasics-Port-2-5A-power-adapter/dp/B00DQFGH80/ref=sr_1_1?ie=UTF8&qid=1408132755&sr=8-1&keywords=powered+usb+3+hub

That way it can take over the powering of the components and allow the laptop to just handle the transfer.

 

I am going to have to make an edit. Sager did try to fix the problem by replacing the motherboard so 5 stars to them! Sadly it was for naught, just a design failure and nothing they could do I think.

 

yea, it's what I feared. It likely works fine in the one USB 3.0 port that's powered as it has sufficient juice, but the other one is tempermental under load as itwon't provide the power for high usage drives.

The only solution, that I'm aware of, is using a powered USB 3.0 expansion, and you can likely connect that to the -non- powered usb 3.0 port and keep your laptop's usb 3.0 port free for other devices needing the extra juice.

Most people won't require multiple devices to the usb system, other people (like me *grin*) like raided usb devices, so make use of multiple usb devices when I do backups or the like. When the devices themselves rely on the USB port for power, the only real solution (short of a desktop that tends to have all their USB ports powered) is to get a usb 3.0 expansion that has its own power supply.

Sucks, but with a laptop you have to have some small amount of tradeoff.

I'm not even sure if the monster 17" desktop replacement that Sager provides has more than a single powered USB3 device.

 

God ****ing dammit. Next time I'm going with Sager if I decide to buy another Clevo. So much for "smaller companies care more and give you personal attention". Such rubbish.

 

Who did you get your machine through?
And yeah, Xotic knows how to get Sager to actually do things. Both my machine and the OP's machine had Xotic in the middle of the RMA process, I think that is what makes the difference.

Sent from my HTC One_M8 on Tapatalk

 

Not sure where you are getting this anger. The smaller retailers have gotten nothing but praise in this thread... Unless you are talking about people like mythlogic...

Sent live from the scene of the crime.