Good RMA experience with Xotic & Sager

When I received my new NP-8658 recently, I noticed that the "2" on the numpad didn't register reliably. My previous laptop was a 9280 on which I had performed some upgrades and service on my own, so I was comfortable with performing simple maintenance myself. I contacted support and described the problem and my willingness to perform my own maintenance so I wouldn't have to be without the use of the laptop while it was being shipped and serviced elsewhere. The tech who replied was Eric F, and he said he could see about getting a replacement keyboard cross-shipped to me. He also sent a capture of a page from a service manual that showed exactly how to pop the keyboard off. Well, the keyboard arrived earlier this week and I performed the replacement yesterday and verified all keys work! Very happy that I didn't have to send the entire laptop in just for this.

My only criticisms would be that Eric was slow to respond (sometimes taking close to 48 hours) and that when he got Sager to process the cross-ship order, he didn't communicate with me what to expect, so when I first got the email from Sager, I disregarded it as an RMA for the entire laptop. Overall these are really minor complaints compared to the satisfaction that I was able to keep and use the laptop throughout the entire timespan!

 

Thanks for the feedback! Glad it all worked out well for you! Please let me know if there is anything that I can do for you!