Slowest Tech/RMA support

[plokkr123]

I sent in a SAGER NP9262 for RMA work on April 20th, 2010. It's May 24th And Xotic still hasn't began the repair work.:mad: I called in today and found out that 1 of the departments still hasn't received my payment information so they couldn't start the RMA process. (this is the 3rd time). I called twice already, days and weeks ago before to sales with my payment information, but for some reason they can't seem to forward it to service or Sager. Why? They always tell me they'll forward it to service. But it never get's through. I was quoted $575+ on the costs, and i'm willing to pay, but I can't even get any kind of email or response on the status. This is really frustrating.

[Justin@XoticPC]

I am sorry to hear of this. I have checked into your case and it appears you just provided payment information last week. You may have sent your laptop in a while back, however payment info was just provided to us last week. I am sorry we do not proceed on out of warranty repairs until payment is provided.

Please keep in mind that we were closed Wednesday through Friday as we moved last week. We apologize for this inconvenience. I show you were advised today on the phone that since you just approved it last week it is in processing and Sager is getting parts for your repair. I am sorry if we have missed a email, I do not show any emails after 5/14 that was replied to regarding the quote on your repair. Were you sending emails from a alternate address besides the one @hotmail.com?

[plokkr123]

Hello, I did all the transactions by phone. Initially Xoticpc told me that my laptop was no longer under warranty (found wrong after many calls back and forth), and that I had to deal with Sager directly. I had at first left my payment information with Sager on the 14th.

They called me back saying I had to give the information to Xoticpc, because the warranty was through Xotic and not them. I was bounced back and forth between the sales/tech department of Sager and Xoticpc, concluding with Sager telling me that I had to provide the information to only Xoticpc and that they could only charge Xoticpc and not me directly. So I called Xoticpc last monday and left my payment information.

I called Sager today to see what the status was and they told me, they still haven't received the payment information. Which was why they haven't started the repair. They told me to contact Xoticpc sales today to provide my information again, which I did.

What added to my frustration with all this, was that I didn't get a confirmation of any kind. By phone or email giving a hint of anything like, "your payment was processed or denied", "your laptop is being worked on", Etc. (I still haven't):confused:

I just hope this doesn't take any longer then it already has.

[Justin@XoticPC]

I am sorry it was miss-interpreted when talking with us over email that you should contact Sager and not us. All RMA's go though us including payment. We set up the RMA, provide quotes and ask for the payment along with answering any questions you have. (which we did in your case) Since we cover the labor warranty part of it that is why the complete process is through us. You can be assured your RMA is in processing and Sager is awaiting parts to arrive for your repair. You should expect your laptop back very soon, after the part arrives and it goes through testing.

Many times Sager is not up to date since you are dealing with us on all other parts of the RMA. If you need to ask status please email us and we are happy to help. :)

[Anewbus]

Take Justin at his word Plokkr123. Had you just stuck with Xotic and not got directly involved with Sager, this might have gone a little smoother in some areas. Sager is not known for quick, excellent customer service. Often times XoticPC has to play omnibudsman. That's why they handle everything upfront for the customer under warranty.
I've seen times when a customer has a machine out of warranty and must contact Sager directly and gets nowhere with them. Then XoticPC gets a call and has to go to Sager and tell them to wake up and service the customer and problem resolved.
Sager makes a mean, quality laptop, but for some reason their customer service tends to lack the same quality at times.

[plokkr123]

Well, I got a email from Xoticpc on June 3rd, saying my laptop was fixed. I called Sager today, and they said they wont be able shipping it back till the 9th. Why? I don't know, and thats with ground shipping. Which will probably add another 7-14 days. Sigh...
This RMA process has taken literally almost A month and a half, maybe even up to 2. Unbelievable

I would've been better off ordering the motherboard from EUC, and installing it my self. ($200 cheaper). And faster.

[Justin@XoticPC]

I am sorry for any confusion. Your laptop was fixed but goes through testing at Sager. Sager does a burn in on every Repair they complete. Shipping UPS Ground normally never goes beyond 3-5 business days. You are welcome to email service@xoticpc.com if you would like more information on your RMA.