LPC Digital/Sager Nightmare

I finally saved up enough money to order a new Sager laptop. I chose LPC Digital and called Larry. It's always Larry who answers the phone, which is a good thing. He was pretty generous with his time and patient answering the few questions I had. I placed my order and a few days later I received an email stating my build had been started. About 3 days after that, I received an email stating it was done and a note had been added to my order stating it had shipped.

It's been nothing but trouble since. First the story of why I still don't have a laptop (it's been 10 days since I received the notice it had shipped). It never arrived. Not at the UPS hub when the tracking said it should have, nor did it arrive at my house on the scheduled delivery date. After roughly five hours of phone calls, with a half dozen UPS sites and being told several times it was here or there and I would get it by this time or that, it turns out the laptop has never been seen since it was originally scanned at the Sager facility in California. The was the ONLY physical scan that was ever done. Everything has been a 'logical' scan since. Those are just assumptions that it is somewhere on a truck or trailer when they can't actually find the package and scan it physically. UPS says they simply don't have it. UPS believes one of three things might have happened to it.

One...it was never put on the UPS truck after being scanned at Sager. Two...it was stolen by someone though they won't admit anyone from UPS would ever steal a package. Three...Sager put the wrong (or a bad) address on it. Whatever has happened to it, it never made it to me and it is no longer in transit to me from anywhere because UPS can't find it.

Back to Larry at LPC Digital. Yes, he's a nice guy, and yes, I'll update this thread accordingly going forward, but I have asked for a full refund, or another laptop to be sent out to me. This is where I'm having a problem. Everyone wants me to sit and wait what could be weeks or even longer for UPS to finalize the paperwork and pay off the insurance on the laptop to Sager (of all people). Then I will have to wait for Sager to reimburse Larry, and then maybe i'll get my money back the easy way. Larry seems to be a nice enough guy, but I'm expecting a full refund or a new laptop expedited to me beginning tomorrow. If not, I'll be left with disputing the charge with my credit union and then finding a new laptop elsewhere. I'm hoping it doesn't come to that, but despite Larry's customer service to this point, he didn't particularly sound like he wanted to do either of the other two options when I discussed the issue with him earlier today.

I will gladly heap all the praise deserving of them should Sager and LPC Digital step up and do the right thing in sending me a new laptop or refunding my money. We're about to see what type of customer service they really provide.

 

Updating this story....

Larry called late last night and offered to refund my money if I jumped thru some hoops and rang some bells, etc. I asked him "Why not just send me a new laptop and maybe send it 2nd day air this time instead of ground shipping to avoid the same pitfalls as the last one that disappeared?" After some thinking about it, he has agreed to contact Sager and attempt to get them to do a new build as soon as is reasonably possible and send it out 2nd day. So far, so good. I'm waiting to hear today if Sager is willing to comply.

Larry was moderately concerned about the missing (1st) laptop. I assured him with the common sense practicality of it, that it requires a signature for delivery so if it ever shows up, they would be know someone signed for it and it was delivered. The plan would be for me to refuse delivery on the original if it ever gets found and shows up after the fact, thereby returning it to Sager. Otherwise they have the insurance settlement from UPS if it's never found.

Hopefully this all turns out to be a satisfactory resolution for everyone. Will continue to update.