If you're planning on buying the Dead Pixel Coverage,
BEWARE OF XOTICPC, their coverage is NOT Sager's coverage and their website does NOT tell the truth.
On the XoticPC website, their Dead Pixel Coverage explicitly states:
2. Selecting our “0 Dead Pixel Insurance” option on any Sager Branded Laptop will Guarantee that ANY dead pixels will be treated by Sager as a DOA unit, and Sager will cover 3 day shipping both ways and replace the unit. (Continental USA only). This guarantee is for the first sixty (60) days of receipt of the unit, and not the entire year period of the general warranty.
But I was just told by the XoticPC RMA Dept: "
The DPP policy replaces the screen on the unit-if there is no other fault with it, there is no need to replace the rest of the components and incur build time when a screen replacement only takes a day.... If you wanted to do a complete machine advance replacement then a deposit is required for the amount of the laptop because we, nor Sager, are going to ship a fully built machine when we have not already received the faulty unit back, unless the deposit it there to cover the new machine. That amount is refunded back to you upon the receipt of the faulty machine.
Because the DPP policy is ours (the screen is ours, not Sager’s), we would be building the machine here."
So they're saying that since I bought the Dead Pixel Coverage, the screen portion of my laptop belongs to XoticPC and is their screen, not Sagers? (I ordered the standard matte screen, not Xotic's screen). And that if I used Sager's dead pixel coverage, then XoticPC, NOT SAGER, will be building my replacement laptop?
Sager's REAL Dead Pixel Coverage is elaborated below (from PowerNotebooks website), and does not hint or imply (in either spirit or process) of Xoticpc's methods :
Units ordered under this option will also require an extra 3 to 5 days lead time from order to ship.
Any units purchased with the pixel guarantee option that are received with ANY dead pixels will be treated by Sager as a DOA unit, and Sager will cover 3 day shipping both ways and replace the unit. (Continental USA only). This guarantee is only for the first thirty (30) days of receipt of the unit, and not the entire year period of the general warranty. We understand that one concern our customers might have about offering such an option will be that units shipped without the guarantee will be units known to have dead pixels.
This will not be the case. Sager's current operations will not be changed in any way with the addition of this new option except that we will add an extra step to verify that LCD screens shipped under the ?pixel guarantee? option are completely free of any defects. Units rejected under this testing will be removed and replaced with a brand new unit and retested. We will not swap units that do not pass the testing to users who made orders without the ?pixel guarantee? option. This is why we will need extra lead time for these orders as the units will need to be retested.
What happens to the rejected units? These units will be placed into a completely different pool that will in no way affect any of our Sager Branded channels. They will be sold through completely different channels at a discounted price.
Sager?s standard policy of guaranteeing no dead pixels within the center area of the screen equally divided by a # sign will remain unchanged for our standard orders.
What's my problem? Xoticpc needs to take down their explanation of what the Dead Pixel Coverage is because it's not Sager's coverage... and they somehow claim all screens to be theirs (mine was the Sager matte screen, NOT their screen) if you buy their coverage. If their website told the truth about their coverage, I would NOT have paid $60 for that. I would've paid $60 for the REAL Sager Dead Pixel Coverage at Power Notebooks or some other reseller.
On top of this, I was told by Xoticpc that (again verbatim) "Should you decide to continue with the refund
[I requested a refund because of their weird Dead Pixel Policy which is NOT what they said it would be on their website], any Xotic services that were purchased on the machine (if there were any) and the original shipping amount would be deducted from your refund." So this means I can't be refunded the $60 I paid for the dead pixel policy...? All I have to say is that I don't trust a company that does business this way. And I will NOT be comfortable having a company like this build a new laptop replacement for me. I want Sager to do it.
Sorry, I'm aware that an XoticPC rep reads these boards and this is not a personal attack on him, but the way this has developed/handled is just wrong. (I had to wait 4 business days and make a follow-up request just to get an answer when requesting the first replacement rather than the screen replacement - undoubtedly they don't like replacing laptops... I wouldn't either but that's explicitly what their coverage says it does).
None of this would have happened if I wasn't unlucky enough to get a dead pixel in the first place. But since it was me, and I read their coverage thoroughly before buying it... and since I hate deceptive, vague and avoidant forms of communication, I think everyone deserves to know this experience. Judge for yourself if you want to purchase their Dead Pixel Coverage.
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Problems? See this thread at archive.org.
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