My issue with Sager & XOTICPC - Follow Post!

I am in the middle of some conflict with SAGER about a new 8170 I recently purchased from XOTICPC.

It went back for mobo replacement within first week. That was 10-day turn.

Now that it's back, I've discovered at least one upgrade items absent from new mobo (Intel 6300 wireless card upgrade). The BIOS was bad. There may be other upgrades which I can no longer verify. There are ?? listed in Windoes Device Manager where there were none before.

Then, when I asked for RMA for return for credit, they hit me with the "...it's past 30 day return period..." line!!! THEY HAD IT FOR 10 OF THOSE DAYS!

Please watch this space to see how it gets resolved!
George

 

George I am sorry to hear of these issues. I show your order shipped nearly 2 months back on 3/5/12. Looking through your emails I show you have reported a USB issue which Sager could not replicate whatsoever, even with your detailed instructions. Even though Sager could not replicate the issue we requested them to replace the motherboard regardless, which was successfully completed. It completed all testing, including several tests with numerous USB Devices, and sent back. Since the motherboard was replaced it had the most up to date bios on there as Sager has confirmed to us.

Sager confirmed to us nothing was missing when it shipped to you. The wireless card you emailed in today sounds like to be either a Driver Issue (as was suggested by Cedric in our Service Department) or you have not used the FN + F11 hotkey to enable the Wireless Radio. It sounds like you have not tried this?

After further inspection I am sure you will find your system is precisely as it was shipped 3/5/12. In the event there is any issue we would definitely assist you with this and be addressed with Sager to ensure the machine is working to your satisfaction, nothing less. You are more then welcome to open the machine at anytime to validate the components inside as it will not void your warranty whatsoever.

 

IsoGeo

On many laptops (including the Dell Inspiron Im typing on now) the Device Manager does not show the wireless device(s) if they are turned off. Once you turn them on, the Device Manager re-arranges itself to accommodate the new device in the tree. Try enabling the wireless connection via the hotkey selection of Fn- F11. I've confirmed this behavior on both my Dells, and 1 Asus N73 while at home. Screwy, I know, but that's how it works. Your wireless card may have also become unseated during shipping.

 

We have been working with Isogeo, and have answered or addressed many of his concerns internally, via email. The upgraded item in question was thermal paste (IC Diamond, specifically) and I have confirmed that it was used during the repair at Sager.

 

I am happy to report that the issues have been resolved. It is true that Sager IS UNWIELDY about return after 30 days, but gladly we discovered that the issues could be resolved without fighting over a return.

1. WIFI 6300 was present inside, but not secure to mobo. I needed to reinstall it. This issue is not XOTICPC, it is Sager repair. IMO a test or some better QA would have caught it.

2. 'Communication' is an issue with XOTICPC. Very well-intentioned people, always try to be helpful, sometimes they have omission or factual errors, that if pressed, can be resolved fully. I am happy with the outcome, but I feel that what should have taken 'minutes' or 'hours' instead took 'days'.

My suggestions for a good experience:

1. Read forums and believe what you read here. I bought 8170 with reassurance from XPC sales that nextgen was months away, yet it was weeks away as reported here.

2. Ask lots of questions via email and document exactly what information and expectations you are 'acting upon'.

3. If you are unhappy, do not go past 20 days after purchase before you request RMA for full return for credit. Do not let 'time in repair depot' or 'time in transit (3-day UPS)' eat away at your 30-day return period. My deal worked out ok, but I can image that if it hadn't, I would be livid. It's better to be happy, but the responsibility to act within known constraints is 'ours'. It is not Sager's responsibility to change their return policy, or XOTICPS's responsibility to challenge Sager. Know your rights and act upon them with certainty!

Bottom line - I reiterate that I am happy with XOTICPC, satisfied with Sager, and find the 8170 great, except for stiff mousepad buttons.

Cheers,
Isogeo

 

Nice to see the issue resolved. moar happiness

 

Yeah ! one more issue resolved with this forum.It's always good to see this kind of happy ending.

 

I am glad that we all managed to come to an agreeable conclusion.