XoticPC/Sager Experience

So last Thursday I received the Sager NP6110 that I ordered from XoticPC and the system wouldn't boot. In the BIOS it shows "SATA 1 Port Not Present." After contacting XoticPC services (which is only available through email) and trying to fix the problem by re-seating the hard drive, the problem remains.

Now I am informed by XoticPC services that if I choose to go for RMA for either repair, exchange or return, I would be responsible for the cost of shipping both to them and back to me.

Is that normally the case? I was previously informed that I will only be responsible for shipping cost if I decided to return it.

 

If you are outside of the lower 48 U.S. or International, you would pay for shipping into Sager. If you are in Canada it would be the same but Sager would cover the return shipping.

 

Thank you for your response. I have sent an email with my questions about the process back to the service representative. I look forward to his response.

 

I received the Sager NP6110 that I ordered from XoticPC last Thursday and it can't boot up because somehow the BIOS cannot detect the hard drive.

After a few days of back and forth emails with the service representative from XoticPC, it was pointed out to me that since I am in Canada I have to pay the shipping cost for the brand new laptop that I paid over $1000 for to get it fixed.

And also, if any of you are planning to get the skin modifications from XoticPC, I would think twice about it. I wanted to do an exchange for a new laptop because I would be more comfortable and confident with it. However, since I included a skin modification with my purchase, they will charge a 15% restocking fee for either an exchange or a return. If you're lucky and receive a non-defective unit, then it's fine. But if you are like me, doing an exchange or return will cost you. So if you plan to get a skin modification, you are probably better off getting it done locally.

I am simply sharing my experience with the others. Obviously I am not really happy about the situation, but policies are policies and apparently there is nothing that can be done. I will just have to accept my losses in this situation.

I have filed for an RMA repair, and lets hope Sager does a good job of repairing it and put an end to this.

 

Calvin I am sorry that you had a problem with your laptop, we can certainly ask Sager is there is anything more they can do, unfortunately with Canada customers only return shipping is covered for warranty repairs. Due to the customization and labor involved with custom skinning I am sorry that is why a 15% restocking fee is assessed on any return. We will work closely with Sager on your repair and it will complete all of their standard testing prior to shipment back to you.

 

calvinlii, your two threads for this topic have been merged. Please keep to one thread per topic ( forum rules ). Thanks!

 

@ ALLUGroceries, I thought I was allowed to create a new thread to talk about the experience?

@ Justin,

I perfectly understand the labour and material cost involved in making a skin modification. I would have no problem with it if I was returning a working item. But since the product does not function, I just find it odd to have to be responsible for paying the fee to simply get a replacement. Nevertheless, I already submitted the RMA for repair and I am pretty sure that by the time I get the laptop back, I can no longer return it due to your 15 day return policy for skinned units, so all that if out of the question now. Right now I just hope Sager can fix it properly.