Sager Better Business Bureau Report

I was thinking about ordering a Sager laptop but after seeing this Better Business Bureau report, I quickly ran the other way and bought Asus instead.

 

wow thats a bit of a shock.
should of gone to xoticpc or powernotebooks as members swear by them.

 

That's the thing. Sager may be giving Clevo a bad name. They are quality machines, just don't buy from Sager directly. xoticpc or powernotebooks as suggested by MrDJ is the way to go.

Check out xoticpc BBB (A- rating): http://www.bbb.org/nebraska/business-reviews/computers-dealers/xotic-pc-in-lincoln-ne-300002743

Powernotebooks.com BBB (A Rating): http://www.bbb.org/reno/business-reviews/computers-dealers/powernotebookscom-in-genoa-nv-6001780

 

that was based on 1 review, which gave them 1 star. every company will have at least 1 unhappy person, and it seems only unhappy people take the time to report experiences mostly. but they should at least go on there and respond, if they ever took care of that customer.

im not sticking up for them, i used xoticpc, and their customer service has been great.

 

Yeah, Sager should just be a distributor for the resllers if they can't handle the customer service aspect in the same manner as resellers. I am sure the business could increase ten hold.

Luckily, many people that buy Clevo's are those who spend time researching the hardware and resellers and are aware not to purchase directly from Sager but there are a few stragglers. Whenever someone asks what my 5797 is I just tell them it's a Clevo and give them a few recommendations of where to purchase it from. I never tell them Sager.

 

Actually, its 20. However, I do agree with your last statement as I have found xoticpc to be very accommodating and responsive.

 

How about the full picture?

No. of Cmpl Type of Response
3 Making a full refund, as the consumer requested
0 Making a partial refund
10 Agreeing to perform according to their contract
1 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
5 Unanswered
0 Unassigned
20 Total

To be honest, this matches up with most of the comments I've heard about Sager. They are not terrible at customer service, but some customers do receive less than satisfactory service.

Resellers make their money by providing a service. If they lack even that, they shouldn't be in the business, and won't be for very long.

Some of the resellers here have mentioned that Sager does prefer it when you purchase via a reseller. This allows them to concentrate on the distribution side of the business, however, there ARE users who prefer not to go through a reseller for whatever reason they might have.

I've only dealt with Sager on two occasions. The first was to obtain spare parts back when I owned a D901C and the second was for confirmation of a reseller's official status. They were very helpful on both accounts.

 

The report says nothing about their products, only about their service.

Incidentally, Asus, which you apparently love so much, received the same rating.

 

That was the first thing I did was look at Asus's report... funny.

Sager may have a problem with service but the Clevo machines are solid and if you get it at xoticpc or powernotebooks you can't go wrong...

 

How about Kobalt? Do they give the same good service as xoticpc and powernotebooks?

 

Kobalt is really great to Euros. Go with them.

 

I wouldn't put that much weight on that BBB report because, if you read through the actual complaint statistics at the bottom left of the page, you'll see that in general they actually performed as per their agreement (that is, the purchase agreement the buyer made with them when clicking the "Buy" button to send in an order) and they have only one complaint in which they refused to make an adjustment, which refusal does not appear to have been permitted by the terms of their agreement. Those statistics aren't that bad - in fact, they indicate that in 95% of all cases, they live up to their agreement.

That being said, as everyone else has said on the thread, after-retail-sale customer service is not Sager's strong point, to put it mildly; so, since there are so many good resellers out there, and since Sager does not undercut its own resellers by low-balling them on price, there is little reason to buy direct from Sager when you can buy from a reseller for the same price, more or less, and get really good customer service (e.g., from Powernotebooks and Xoticpc, or Kobalt if you're in Euroland) thrown into the bargain, essentially for free.

 

Their reputation for good service is bordering on legendary.

But their prices are higher than those of the german competitors, so I went with mySN since even though their service is not as good as Kobalt's, its still quite good. I have no complaints this far.

EDIT: Just as I wrote this I heard reports of very long shipment delays and wrong parts installed by Kobalt. Well, no one seems to have the Scandinavian keyboards for W860CU though.

 

Kobalt are great to do business with - you can feel that you're not just a number with these guys. This is customer service as it should be - the sort you only find in your local shop, in these ... McCorporation days.

There have indeed been some delays recently because (I am told) Intel under-budgeted demand for i processors in the UK. But I'm delighted with the value, spec and (to a lesser extent) delivery times.

 

As dtwn mentioned, Sager really prefers to do their distribution through resellers like PowerNotebooks and XoticPC so that they can focus on building the systems and doing repairs when necessary, and not only do they not undercut their resellers, they will frequently charge a few dollars MORE on their own site than their resellers.

 

Research Fail

 

and that's what we call THREAD BACKFIRED......

 

My personal experience of Kobalt has been extremely good. 5 stars.

 

Another place to park my sob story. Seven years ago or so, I got a Sager 'Clevo lemon'. The thing ended up flying back and forth cross country from coast to coast seven times, losing everything that hadnt been backed up every time. On its last trip it never came back. Whatever part it needed was no longer available, so they ended up buying out my extended warrenty and mailed me a check for $2200. ( I bought an HP which still almost works) Though the entire experience sucked, I never had a customer service issue with Sager, somebody always answered the phone and tried to politely assist. So Sager didnt tick me off, Clevo who didnt have a part available for a year or so old machine did. That being said, Ive gotten over it and am trying again with an 8760. WISH ME LUCK!

 

That's the thing with Clevo, you might get a decent computer or you might get a lemon. Unfortunately, you kind of have to wait a few months to see if the early buyers complain.

From the sound of it, you bought the same model I did -- the old D900. That model had problems through several revisions. I had to send mine in for repair several times, and eventually my retailer (Discountlaptops.com) told me that the company that they contracted with to do warranty work went bankrupt because of it. You're lucky you got a check from your vendor. I got stuck with a non-functional laptop and useless $400 warranty.

 

Your statement implies that it's a 50/50 chance, which, in reality, isn't. Far, far, far from it.

 

I don't know, I bought from XoticPC, they have been great. When I ran into issues with my SSD HD, I had to deal with Sager. They too were pretty good, though I had to be patient ... but in the end it all worked out well. I have been happy with both XoticPC and Sager.