Buyer beware: Not all Sager re-sellers are the same...

I highly recommend not buying through XoticPC's website.. The only way to buy form them should be through Amazon, as Amazon offers extra protection. Amazon service is second to none, and get sellers moving pretty quickly.

 

The 817S... Are we talking about the P170HM? I don't recall any CPU-related issue.

 

I meant the Sager NP8173 / Clevo P670RS-G.

 

Hey south_valhalla,

I'm sorry to see that you've had issues with both your new computer, and with the RMA process. As for the shipping, I'd agree that you should have gotten the label up front, and it should have been an easier process. I just sat down with the loyalty team manager and some of the reps, and looked back at the case. It looks like one rep was in communication with you almost every day the last week or so, but I think he was waiting to hear back from Sager if they had any potential fixes to this. I'm assuming they are probably trying to work out the fix for that CPU issue. It looks like he got the return set up with Sager, though it was outside the normal return period. I'm not sure if that might have been the reason to cause some confusion on the return policy and labels though. I haven't been able to check phone logs from when you originally called in, to see if maybe we were checking in to what could cause that or if we were checking in with Sager for a fix at that time. If you want, feel free to send me your phone number in a private message, and I can check the logs and help address issues from the phone calls as well. I don't want to see someone calling in multiple days in a row without getting an answer.

Regardless, I don't like to see things get to the point where you feel you need to take it to forums or other file a complaint, and it wasn't handled up front originally. We try to help out where we can, respond to emails within 24 hours, take all calls and chats as much as possible. I'm sorry it got to the point where you felt like it was necessary to post here and file a claim. I'll be glad to take care of you if you need anything, just reach out to me directly. I do appreciate your feedback, as it is valuable to us. I have already spent some time working with our reps to make sure we are handling issues appropriately.

I just sent you an email sending a shipping label to send the computer. Through Amazon, it blocks my email address in their emails, but it is in my sig here and you can also direct message me. You should have my direct phone number in that email I sent you as well. If you need anything, just let me know. Otherwise, I'll get you refunded as soon as I get the go ahead that the computer has arrived and been checked in. Thanks!

 

Hi Pat,

Thanks again for reaching out to me and for your prompt service. I am also sorry that it came to this, but I felt I had no other options. I do not enjoy being someone who complains on forums, but unfortunately it works better than calling or emailing. As for the usual return period: I am surprised that XoticPC considers the 3 weeks the laptop was away for repair as part of the 30 day return policy. I've only actually had the laptop in my possession for under 3 weeks.

I stand by my recommendation to only buy through Amazon though, because I would have been completely SOL had I not.

I will PM you shortly, but I wanted to reply first in public.

 

Hello I hope you are well!

I again am very sorry we fell short. I want you to know we will always help you out and with us we will take care of everything we can for you. Looks like the RMA for refund was set up prior to the claim, and as mentioned, the shipping label should have been handled differently up front. So that is one thing we are working on addressing. But it looks like the rep working with you was responding to you daily, and we were still trying to help out as much as possible. I did want to see if you could personal message XPC your number as this feedback is extremely valuable to making our team better. It would be beneficial to help with our investigation.

Thank you

 

Hi Tanner,

Thank you for reaching out to me. Yes, the refund was set up prior to the claim. I initiated the claim because I was told I had to pay for the return, and that was just the last straw for me. I had pretty much exactly the same problem with the first RMA, and again, as soon as I contacted Amazon it was all sorted out. The first RMA left a bad taste in my mouth because it took so long to issue. This frustration was compounded after the laptop returned with another issue, and it was then implied that it was my fault for not noticing it sooner. It's hard to notice something sooner, when it's been sent away for another issue, and I had not actually used the laptop for anything.

I have messaged my number to Pat.

Thanks again for reaching out to me. My first Sager was purchased through XoticPC, and it went really well.