Sager NP8651-XOTICPC

Disclaimer (This is going to be sort of negative. I would probably not written this if it was a positive experience. Many of the reviews here are negative and this may be only due to the fact that only those who are highly opinionated would consider posting something. You have have a flawless experience. I did not.)

This was my first order of a computer that was actually built to play current gen video games and I was and am still sort of wary of buying (Explanation below).

Timeline
Order Date: Monday 13 July, 2015
07/13/2015 Phase 0 (Order Received & Processing)
07/14/2015 Phase 0 (Order Received & Processing)
07/14/2015 Phase 1 (Payment Processed & Inventory Gathering)
07/15/2015 Phase 1 (Payment Processed & Inventory Gathering)
07/16/2015 Phase 2 (Sager Assembly, Build, Technical Analysis, Stress Testing & QA)
07/17/2015 Phase 7 (Packaged & Shipped)
07/22/2015 Package Received
07/26/2015 Laptop Broken-will not start (RMA request sent)
07/29/2015 Shipping Label Received
07/30/2015 Shipped out laptop
08/03/2015 Laptop delivered by UPS
08/05/2015 RMA Laptop shipped by Sager
08/10/2015 Laptop recieved

When I got the laptop and started to use it, I was simply amazed at the build quality and the performance. Then, boom stops working quite suddenly. Probably good that it broke so soon. Hope I don't have to pay for the shipping back (Edit: 8/3/15- if you want to repair it,free 3 day UPS shipping; otherwise you are going to pay for returns). Also if anyone knows is it better to get a new one or to repair?

Edit (8/03/2015)
Despite my earlier anger over the fact that I had to engage in a RMA process, I have received good customer care from XOTIC PC. It is pretty easy to contact them by their chat and if you manage to get through here, they will take care of many issues within a few hours. I managed to get my RMA pulled through with shipping labels in a day or so. Be sure to contact someone at their offices directly, email is not a good option if speed is desired. Will update with further info. Also after shipping out the laptop, I figured out why the laptop broke. I believe that the network card shorted out and caused power failure for the power button and the screen backlight. The actual computer may be fine.

Edit (8/11/2015)
The laptop did not receive any additional damage from the shipping. It seems to be working fine.

 

Looks like you spent more time typing this than they actually did on Phase 2

 

The really bad thing is that I checked UPS tracking and they actually picked up the package on 7/16. It spent less than one business day being built and tested.

 

I went with Mythlogic because of their QA testing. If it doesn't pass it won't ship.The longer build time was not a factor in my decision.

XoticPC is good to have in your corner in dealing with Sager. They'll take care of you.

 

I was going to buy direct from Sager, but I looked on this forum and saw all of the people telling me to buy from Xotic due to their better service and ability to request items from Sager. I also bought way earlier than I was planning too. It seems this was eerily prescient.

 

The advice to go with a reseller over Sager was sound. Unfortunately, you have to go through it..

 

I have been reading through the forums and it seems odd that my laptop did not break until I powered it on for about the 6th or so time. Although if Sager QA had kept the laptop stressed for more than 2 hours, they would have seen something. Still, I will update my comments above and leave a full review based on my RMA experience.

 

The one thing with those updates, is generally just when we send them out and not updated exactly when it happens at Sager. It very well could have gone in to testing earlier, but that is when we were able to send out the update. We usually get a block of updates from Sager at once, and send them out to each order after that. Regardless of that, I'm sorry that you are having issues with your computer. If at any point, if you have questions on the RMA or if there is anything I can help with, please send me a PM or email me and I'll see what I can do for you.

 

Yesterday (8/06/15), I received an email from XoticPC stating that my RMA had shipped. This would be amazing, but I am a bit concerned about the timing and the lack of updates about its progress/receiver confirmation and the lack of notes regarding repair. Furthermore the RMA # on the XoticPC email is different from the one I received initially and the one on the package. Hopefully this is just fast service, but I am not so sure.

 

Usually you get an initial RMA number in our system when you fill out the form. Then if we need to send it to the manufacturer for repairs, then we would get an RMA number from them as well. We can pull it up off of either number in our system.

I did confirm it with our service team that your order is done with repairs and on it's way back to you. When we send out RMAs to the manufacturers, they don't always automatically update us with updates, we would have to request updates from them typically. That is probably why you didn't get an updates between when we got it and when it shipped out. Let me know if there is anything that we can help with if you have more questions.

 

You can PM me your RMA number and I will be happy to double check.
There are lack of updates unfortunately with Sager RMA's. They do that work directly at their facility they do not provide us with updates either, hence we dont have anything to pass along. Once the issue has been identified there are not much updates to be had, they just perform the needed fix. For RMA's there's not the same updates you get when placing the original order.

 

Final review posted 8/15/2015

 

Thanks for keeping this updated and glad we could help you get the RMA handled in a proper way.

If anything comes up down the road just let us know and we'll help how we can.