Sager quality and support

I'm starting this thread just to see if I'm a fluke or not. I got a 5793 a year and a half ago and was so excited to get my first "custom gaming laptop." I love it!!! But since then I've had some quality concerns.

The vid card died 2 months after my 1 year warranty ran out. Their customer support was not great and I got better advice from forum members here.

Now my left LCD hinge has broken. I call up and you have to order both the left and right (sucks but I can deal with it). They tell me it's $30 plus $10 shipping. Now I see a charge for $48 not $40. I call up and the sales rep today says that nobody ever told me $10 because the hinges are so long that $18 to ship UPS ground is a great bargain. All of the reps would know that and it's my fault for not hearing them clearly.

I've also noticed cracks around the plastic for the hinges and in the battery. I baby my laptop. It sits on the table with a cooler and if I travel I put it in my laptop backpak and treat it with care.

My Compaq Presario laptop I bought off a shelf at Circuit City was more rugged than my Sager.

Is this the typical Sager experience? Because right now I'd never buy their products again.

 

Sorry to hear about your system issues.

Well, your experiences with your notebook are uncommon from the numerous feedback I have come across (mostly positive).

Like we have said many times in this forum, Sager is a great importer OEM, but they are so huge that their service/support is lacking a bit. That is why we usually recommend to purchase from a Sager reseller/vendor (like PowerNotebooks, XoticPC, PCTorque) because they will act as the front-end for much better customer service/support, while only using Sager for support only when its hardware related.

I have had my notebook for nearing 4 years now, still solid, everything works, and of course, I do meticulously take care of it as well.
- always open it up monthly and do a thorough cleaning of the vents and fans
- do a year check on the thermal compound for the CPU and GPU
- always monitoring the temps while I am using it and while in-game
- always am conscious about the battery longevity (never leaving it plugged it 24/7, once a day will give it a charge cycle)

So did you receive the new hinges and put them in yet?

 

I bought a NP2096 in Jan. 2009 for my son,(direct from Sager) for College. He's afraid to use it. So far, I had the hard drive replaced, the motherboard replaced, and last month, a video cable replaced. As for tech support. I gave up e-mailing them. They never reply. I have to call them all the time and hope I don't catch them when their "out to lunch." Sager=Never again.
My son took my Dell mini-9 and an old Inspiron, and is happy using them.

 

I bought mine through xotic. They either tell me to contact sager or just send in my laptop. Shipping would be very expensive so any type of troubleshooting before sending in would be nice but they won't do that.

 

I've emailed them 3 times for a BIOS update for my 5797 and not a reply from them. Have not tried calling them yet but that's next on my every growing to do list.

They were once good but now...I dunno....

 

email the Sager reseller for the promptest relies.

 

Wow that is terrible. How long have you had the laptop before the video card died? Assuming 1 year warranty, it died in 1 year 2 months? And also How many years/months until the hinge gave out?

 

1 year and 2-3 months on the GPU and that was in July so another 3-4 months for the hinge. It's a great laptop in so many ways but now I'm afraid to handle it too much not knowing what will go next.

 

I've been considering Sager for my next laptop in within the next 2 months and this is very troubling... I was also considering getting it through XoticPC, but if they tell you to send it in or contact Sager, I think I will have to pass with them on any laptop.

I had an ASUS before and it lasted 5 years before the right monitor hinge went out. The monitor ripped off that side, but the baby still purrs like a kitten. I guess I have to do some more considering...

 

If you get it go for the 3 year extended warranty. If I'd done that then none of this would be an issue. And with what I paid for the GPU and hinge I could have bought the warranty.

 

Did you try contacting RJtech for these parts? Since your warranty period had expired anyways you might as well have gotten them from someplace else if they had it for cheaper.

And yea, it's always better to go with an extended warranty, especially if you're unfamiliar with repairing notebook computers on your own. Good luck tho.

 

If you are still considering a Sager, try GenTechPC. They specialize in Asus notebooks and have recently became an authorized Sager reseller. I have asked numerous technical questions and they have helped me from finding the correct drivers to helping deal with RMAs directly with the manufacture. There's probably other resellers that offer the same services, but from my experience with GenTech, they've always provided me with satisfactory and speedy solutions.

 

We advised the OP to send the item in as with the pictures provided we are unable to provide a exact quote on the repair. Since the OP has our 3 Year Labor Warranty all labor is covered. We always try to help the best we can but with something like this, it needs to be reviewed/inspected. If I can be of any help to the OP please PM me and i would be happy to help. Also if needed the OP is always welcome to contact our 24/7 Support Group that is included for life on for the model he purchased.