Sager ignoring RMAs?

I sent Sager an RMA couple of weeks ago. They acknowledged receiving it and that was the last I've heard from them. Repeated e-mails regarding status of RMA have been ignored. Does anyone know whats going on with this company?

 

Sager will not be going out of business... they are the largest Clevo importer in the world.

call them.

 

what's wrong with the phone? they answer phones as well.

 

Why should I be forced to use a phone? I'm the customer. I can e-mail them at any time I want. (Not limited to calling them when they are open.) I have proof of e-mailing them. (I have no proof of calling.) If they ever do reply, I will have proof of that. I prefer something in writing I can go back to if I need additional help/info. If I get a phone call with detailed instructions, I'll probably never remember all of it, but in an e-mail, it will all be spelled out.

As it is, its 5:30 A.M. where I am at. Sager is not open now. So what good does a phone call do? The first chance I have to call, and everyone at Sager is usually out to lunch. So no one can help me. (Yes, it does happen to me.)
An e-mail they can answer anytime they want.

 

Sager is extremely large, so they have to deal with massive amounts of messages to respond to.

.... if you got your notebook through one of their resellers, then can contact one of them to get immediate replies and support .... which is why they exist... to expand on Sager's growth and need of more prompt service/support.

 

guess you email sears/target/ralphs/vons/7-11 & burger king as well?
and of course during ..business hours...who calls when places are closed?

i was just asking, not trying to tell you what to do.
and i never had a problem with sager answering the phone, but emails are like a day behind...and sager is about 25 minutes from here.

 

Let's not get nasty. I am also getting anxious when I give my electronics for repair, mainly because I do not have anything to replace them while they get repaired. But we should try to keep this out of the public forums at the beginning and give a chance to the store to solve the problem. Xotic pc has a forum (if you bought it from there), maybe sager also has one.


PL

 

Seriously, I know they're large, but this is still not acceptable IMO. Imagine if Dell or HP do the same thing to their customers. What is so hard about answering e-mail? Especially if they're large, why not assign one employee to check on status and answer e-mail?

 

I live in Ohio. Not California. My business hours do not co-incide with their business hours. Why don't they answer during MY business hours?

And a day behind in e-mails I am used to. Even 2 days behind. But when it gets to 2 weeks behind, there's got to be a problem.

Oh, And I ordered directly from Sager Midern in California. Always had contact with Daniel.

 

I've had pretty good service in the past from Sager. Had my mobo replaced, and new GPUs unstalled. All went smooth. Though I went via xoticpc. I live in FL. Hope it works out fine for you.

 

You are right, but in this matter this forum will probably not be able to help too much. Good luck with the repairs.

 

Sager customer service has never been that great, that's why there is xoticpc and powernotebooks.

 

meah why is this thread title completely irrelevant to the topic contained within... Wasted a mouse click looking in here because of it

Nox

 

Repeated emails sent when? We know the RMA was a couple of weeks ago, but we don't know when the emails were sent or what email they were sent to.

If you responded to the received RMA notification, that is almost certainly an autoresponder rather than an email address that is regularly checked.

You said you originally worked with Daniel when you bought the laptop, is that who you sent it to?

Since the RMA was sent two weeks ago, and you've begun checking up on it now, is it possible that the person you are sending to is on vacation?

It could be a lot of things going on.

I can appreciate your sense of urgency, but it's difficult to even speculate what is happening. I know when ever I have emailed Sager tech support, I got a response within 24 hours. Indeed, one time I asked if there was a bios update for a particular model and there was not and then I received an unsolicited email from sager three weeks later informing me of a new bios update. Thought that was pretty decent

 

I have changed the thread title; original poster, make relevant thread title next time. Thank you.

 

IMO if you don't get a reply per email, you should really pick up the phone and give it a call, or to use their request a call back under the support page. just request them to email you back on the form.

email is unreliable at times, as there are tons of things can go wrong end to end or in between, just for an example recently hotmail and gmail were listed as spam server on DNS blacklisting server bl.spamcop.net not sure if it still is. So there could be any reason that your mail was lost on the way to sagers server, or it could have got lost when they replied back to your server by a spam filter. Or it could have just gotten lost during routing across the internet.

mistakes happens as well, wrong address typed, words that is not spam filter friendly used, mail got marked as read before it was replied, picked up a virus or macro attachment on the way, etc etc.

there is really more action needs to be taken by the requesting party, as the replying party may never have gotten your mail. it’s not anyone making you do anything it’s just a fact that email could be unreliable at times.

 

I didn't read the whole thread, but I can also say hat I have been ignored multiple times, for RMA assistance as well as other inquiries.

I filled out the forms a few times and made calls others. I think it's just that they're so big, yet inefficient.

 

I prefer email for handling most of these requests, but sometimes you have to pick up the phone and handle it voice.

Most times, voice gets it all done immediately and it makes you wonder about the efficacy of email sometimes.

 

First, I agree - Sager should improve their email handling.
But regarding " Imagine if Dell or HP do the same thing to their customers"... Oh boy... Two weeks is nothing when you are dealing with HP. How about months!! Plus, it was just an email. With HP you can spend days on the phone - with no result...

 

Email is too, too easy to either ignore, or just forget about in the rush of activity. While it's usually the most efficient means of communication, direct communication by phone should be used if the subject is important or the lines of communication need to be opened up to get things going in the first place.

 

Objection! Sustained! Overruled! Approach the bench Counsel!

 

wow.
im not an employee of sager so i don't know. but i called them and they answered the phone..so not sure what's going on with you.

im not the bad guy and i would have probably asked a few more other questions of them, but reading here made me change my mind.

sorry for the confusion and i hope you get it resolved in the end.