Frustrated Customer :(

[USFbdavis]

Hello,
2 years ago I purchased a Sager NP 2090 from XoticPC. At that time I thought their customer service and speedy transactions/shipping was great.

About 3 weeks ago, my 8600m gs failed like every other 84/8600 out on the market. After my GPU failed, I sent my notebook directly to Sager, who by the way are impossible to talk to and get information from.

To get information from Sager about my laptop, I'd have to talk to Xotic because the Sager customer service reps would not give me any info. So basically XoticPC was acting as the middle man. Come to find out, Sager wants to charge me $400 for a replacement 8600m gs GPU, which is so ridiculous.

So I guess my frustration is the fact that I was really looking for XoticPC to side with me and help me negotiate with Sager. I, just like everyone, expect a $1600 laptop to last longer than 2 years, especially since I didn't game as much as I thought I was going to. I've heard of other resellers fighting for their customers to correct a mistake that is the manufacturer's fault (and obviously nVidia). I expected the help from XoticPC but never received it.

I am now stuck with a very limited budget for purchasing another laptop before my next semester starts. I can guarantee you it will not be a Sager and I will look for a different reseller. Thanks for reading!

[DRY_ICE]

I don't know if you can hold it against Sager for the price of the part, or that they used a nVidia chip that was faulty. If it was faulty like you said, they probably stopped producing them and finding a good one must be hard? It just sounds like a bad situation, maybe ask about upgrading the GPU instead of just replacing? ex. 9600m, 9800m?

edit: Also if there was a widespread problem with that GPU try talking to nVidia, it may lead you somewhere?

[powerpack]

I am very sorry to hear of your situation. That said I do not know all the facts. But I do accept your account of the situation.

Have you tried explaining your position to Xotic? If the warranty was the same as now if Sager would give Xotic the part they would repair/labor free?

I am only encouraging you to have contact with Xotic. I read much frustration with Sager in your post. I also read frustration with Xotic, but I do not read that either of the Justin's or Joseph said you are out of luck. Talk to them and make them answer then we will all know the positions.

Yes Sager does not get gold stars in many cases that is why you buy from Xotic not Sager.

Relax compose yourself and with a clear calm head express you points. What you say on the face has merit. So see if you can get resolution.

I guarantee Xotic even if they cannot give you regardless of if it is to your satisfaction will give an answer.

And just for the record your point about the 8xxx GPU's is true. DeLL and HP did do things to try and resolve. Sager should also.

Try to contact Xotic. I do not think they lack compassion but they are limited in fixing Sager repairs for free. I think they would go to bat for you.

Best of luck!

[USFbdavis]

I really appreciate both of your quick responses. I will contact XoticPC tomorrow to try and work something out. I would like to reiterate the fact that I know this isn't Xotic's fault. I know they are limited to options with Sager. But I'm really hoping XoticPC will come through for me, because right now I feel like I'm getting shafted. I will update this thread with results. Thanks again.

[Justin@XoticPC]

USFbdavis (http://www.xoticpcforums.com/member.php?u=7449) I am sorry to hear of the problem you experienced. Unfortunately Mobile Video Cards are not cheap. Any pricing we quote you is the cost of the card without mark up as provided by Sager. Please keep in mind we are also covering the labor on it out of our pocket that we have to pay Sager regardless of a repair. Since it appears your laptop is a out of warranty repair we are providing you the cost on what we pay Sager for the parts and covering all labor costs. Unfortunately we cannot negotiate any further below then what the parts costs to complete a repair.

Please understand we fight for every customer and any issues that arises. As we have fought in your case to get the best price for your out of warranty repair we are doing everything we can to get your laptop repaired at the lowest price.

[USFbdavis]

So ... Xotic PC has done their part in keeping me as a customer. Although I will never buy a Sager again due to the fact that their customer service reps simply don't care, Xotic has done what they could to make me a happy camper. I appreciate all of the fast responses and phone calls whenever I had a question or concern. I will be purchasing a new laptop from Xotic PC sometime this month because I know they will take care of me if need be. Thank you guys at Xotic PC!