powerpack
01-09-2009, 07:02 PM
Having observed the forum for a while. I have noticed some confusion from some buyers on warranties. By that I mean They have through Sager but want Xotic or act disappointed they don't have. Note when a problem arises.
I think it is very clear on the site about who does what but..........
Maybe a sticky clarifying the obvious. And I take back my obvious comment as maybe obvious to me because I spend so much time here?
I in no way think Xotic is not fulfilling it's obligations or responsibilities. I just think you have at some level built a "brand" for yourself. I think if stated very clearly (in the face) if you want the full Xotic support you must choose this coverage.
I think Sager and Asus likely have fine support, but if they want yours? It costs Xotic money so you must charge but many likely would pay. I suspect Xotic can provide more personal support being smaller. That does have value but also cost.
I suspect that encouraging your support over Sager beyond a certain point could cause contractual issues with Sager. If so not going to happen I understand. But your reputation is largely because of your knowledge and service not just the brands you sell. Those who get confused have the mistaken impression that after the sale you abandon. I know that is incorrect, and also understand you can not do Sager's warranty work and support. Sager got the money if you do for free you will go out of business.
The long and the short is make a greater effort to push what you are able to support and not. You are getting a little (just a few clients) unfair criticisms. I think many would pay extra for your cradle to grave support. I think the fundamental problems/issues are mistaken understanding?:)
Good luck! You guys are good and only wish you the best selling some of the best notebooks at very fair prices. Want to see you grow.
And sorry to belabor but even your phone tech support has value consider offering that for a fair price. I highly suspect (know) you guys spend time above and beyond your contractual obligation helping customers after sale. I know it takes time and time is money.
Happy New Year and hope you do well, wish you all the best in this down economy and hope it takes a major upturn.;):)
I think it is very clear on the site about who does what but..........
Maybe a sticky clarifying the obvious. And I take back my obvious comment as maybe obvious to me because I spend so much time here?
I in no way think Xotic is not fulfilling it's obligations or responsibilities. I just think you have at some level built a "brand" for yourself. I think if stated very clearly (in the face) if you want the full Xotic support you must choose this coverage.
I think Sager and Asus likely have fine support, but if they want yours? It costs Xotic money so you must charge but many likely would pay. I suspect Xotic can provide more personal support being smaller. That does have value but also cost.
I suspect that encouraging your support over Sager beyond a certain point could cause contractual issues with Sager. If so not going to happen I understand. But your reputation is largely because of your knowledge and service not just the brands you sell. Those who get confused have the mistaken impression that after the sale you abandon. I know that is incorrect, and also understand you can not do Sager's warranty work and support. Sager got the money if you do for free you will go out of business.
The long and the short is make a greater effort to push what you are able to support and not. You are getting a little (just a few clients) unfair criticisms. I think many would pay extra for your cradle to grave support. I think the fundamental problems/issues are mistaken understanding?:)
Good luck! You guys are good and only wish you the best selling some of the best notebooks at very fair prices. Want to see you grow.
And sorry to belabor but even your phone tech support has value consider offering that for a fair price. I highly suspect (know) you guys spend time above and beyond your contractual obligation helping customers after sale. I know it takes time and time is money.
Happy New Year and hope you do well, wish you all the best in this down economy and hope it takes a major upturn.;):)