What's Sager product support like?

Hi,

Well with my tax refund here it's about time I replace my Pentium M based Asus. While I liked that notebook a lot(I'm using it right now) what I really didn't like was Asus' post-sale support. In particular they seem to abandon products rather quickly in terms of driver support. I was never able to get Vista to work fully right on the Asus for instance. And right up until I installed the Windows 7 beta on it, I was using an nVidia driver from 2005 because the Geforce Go would only install OEMs correctly. I installed modified driver sets, but they invariably caused problems. Dont' even get me started on what getting a replacement battery was like.

So I'm mostly wary of running into a similar support situation. How's Sager been for you? I'm looking at an NP2096, probably from xoticpc.com unless someone has somewhere else to recommend. I had bough my Asus from avadirect.com, and have had dealings with powernotebooks.com in the past.

Thanks!

 

I'll let you know how their support is soon. I had to send my 5793 back, after only having it for 8 days, due to a faulty 9800m GTS. In fact , Sager just recieved the notebook this morning ! 2/19 @ 11:20 a.m. PST

Will keep posted !

 

My friend ordered his Sager NP2096 from XoticPC, and it arrived with both sticks of RAM fried. We think someone at customs inspection forgot to ground themselves, as the unit was working before it left the USA.

Anywho, we called up Sager tech support to ask for 2 replacement sticks, and explained the whole situation. Daniel on the other end was very helpful. Good thing I had 2 spare DDR2-800 SODIMM modules to loan my buddy in the meantime. We had forgotten to continue the RMA via e-mail after the call was ended. We were too busy enjoying ourselves playing games via LAN. The next morning, Daniel phoned my friend's house and asked if everything was okay, and if there was no longer any need to RMA or if he was still sure he wanted to RMA the 2 faulty/broken modules. To me, that's some amazing service right there.

Hope that helps.

 

I've had a great experience with Sager as well. Having made an order over the phone for a HDD connector for my 9262, they made a mistake and sent me the HDD caddy instead. When informed of that, they mailed out the connector for free and it was here in 3 days.

 

No company is going to not make any mistakes. Smaller ones have an easier time getting to them all though. As opposed to big companies, who just put a bandaid on the problem til the warranty is up.

 

And now for the other side of the coin.

I got a Sager NP2096 for my son for College. First laptop we ever got. After a few cautious days of checking out everything, we removed the trialware MS Office and I installed my own version. I also updated the Video drivers with Nvidias latest for the laptop. Installed a anti-virous program. After that we tried the modem. Could not get it to work. After calling tech support for help. We were more or less told, " you changed the software on the laptop, the problem is yours."

I got help on these forums and got the modem working.

I think somewhere it said "lifetime" tech support. What its actually means is how long your patience hold out.

 

Well it's good to know at least that you can use standard nVidia drivers. The amount of trouble that I had with the stupid Geforce GO not letting me use regular drivers was just incredible.

 

Lets be honest in terms of who Sager caters toward. Overall, Sager caters toward the higher end, more experienced customer base. I've called them multiple times with questions regarding complete tear downs, voltages, modding, etc, and they have been extremely helpful. You ask a question like why won't my modem work, and they get kinda turned off. Who uses a modem these days anyways?

 

If a modem is in "THEIR" product, high-end or not, then they should support it ! No questions asked !

 

If it sounds like a software problem, they cant possibly now all the ins and outs of every piece of software out there...

 

Gee, lets see. The people that can't afford anything better? The people struggling to keep their homes? The people struggling to keep their jobs? The people that can only afford $8.75 a month for dial-up? Sorry I don't make as much money as you. I had heart surgery several years ago. I'm still paying off those bills.

Oh, and before you say anything. My company bought this laptop. I'm making payroll deductions on it. Just so my son could have one for College.

 

When the np5796 was released, it had an issue with keyboard response. certain keystrokes would go unregistered. they created a BIOS revision to fix this issue. I had this problem with my np5793, and told Sager about it directly. They told me that they hadn't heard of this problem on the 93 before, and only had reports of it for the 96. Nevertheless, the created a BIOS revision compatible with the 93 based on my complaint alone. It fixed my problem and the revision is now posted on their support page. I think that's pretty excellent service.

 

Maybe it's ok to ask in this thread.

What's different between "part warranty" and "labor warranty"?
Can anyone please clarify them for me?

Thanks =)

 

Part warranty covers the cost of parts. Labor warranty covers the cost of labor during servicing.

I would assume you're looking at the extended warranty offered by some Sager resellers. This means that once the parts warranty has expired, these resellers will still cover the cost of labor during servicing, but you'll be required to pay for any parts that require replacement.

 

I got it. Thx