Reflex Notebook - A Positive Experience

I had read many of the reviews on this website (which I do not ordinarily frequent) prior to purchasing my laptop. I appreciated everyone's reviews for other companies, and felt the need to leave my own for future purchasers.

NP8657-S
Geforce-GTX-970M
15.6" Full HD Matte Finished Surface (1920 x 1080)
i7-6700HQ
Sager 2 Year Limited Parts and Labor Warranty
16GB-DDR4-2x8 SPECIAL
250GB-850EVOM2
Windows 10

Order Date: Dec. 29th, 2015
Laptop Receipt Date: Feb. 5th, 2016

I opted to purchase my Sager through Reflex Notebook. Reflex is a Canadian reseller, thereby saving me money on the customs duty. Reflex also offered free shipping.

Overall I have mostly positive things to say about Reflex. They have a straightforward website that is easy to order from. They responded to 80% of my emails and struck a positive tone with me. They are a Canadian company and I am happy to help with commerce on this side of the border. They advised me of my potential shipping date and promptly forwarded my shipment tracking number.

My concerns are solely focused on the first month following my order. I received no correspondence or updates regarding my order from December 30th, when the charge to my credit card was made, until January 20th [21 days later]. At that time I contacted Reflex myself to find out what was going on. JS emailed within 2 hours to apologize and explain that the holidays had been quite busy for them. This was and still is not an entirely satisfactory excuse - there was ample time for Reflex to warn their customers of delays or to plan around them.

To those considering buying from Reflex: you should be willing to wait up to 8 weeks from order date to delivery. If you do not have that kind of time, I would encourage you to either arrange for expedited service with Reflex Notebook or order directly from Sager.

On a completely unrelated note to Reflex, the only thing that truly frustrated me is that Sager sent me a CD with all of my drivers. My Laptop has no CD drive.

 

Hi Mgol, thank you for the review.

We are sorry for the delays. We do try to indicated that our process and build time on our site and email communication. On average, we currently take 14 business days and this is an ETA ( Estimate time of arrival ) and shipping is around 5 business days as well. We were closed Dec 30th and 1st and this did add to the delays. We apologize for not communicating with you more, we do try but since we do not build the laptops ourselves, we often don't have more info than what Sager provides us. That being said we do try to contact clients as best we can. Again sorry for the delays.

We can help you out with the drivers. They send a disk because there is no other way to get the drivers to you ( In a perfect world, they could send it on a USB key but they would end up charging for it ).

You can also download the drivers directly on their website:

http://www.sagernotebook.com/drivers.php

Thank you for shopping with us and we hope you enjoy the unit!

 

Yeah Sager may be the root cause of the issue but as a reseller you have to take responsibility rather than just pass the buck everytime. Provide alternatives for the customers be mindful of things like the CD issue with drivers was there a heads up?
Stuff like that is what sepeprates good companies from great companies. Glad to hear response time was quick with the exception of the dead air time with the start of the order which as you said is no excuse and that was one reason it was difficult for xotic PC which claims expanding for the over workload but if there is a heads up before the issue at least it was expected rather than a suprise and In turn calls for a smooth transaction as well as overall experience.

Thank you for your time the experience was a good read I'll glad overall you were taken care of and had the positive experience

 

Thanks for the constructive criticism. We value any and all input on how to improve relations with our customers.