- Report: #1082974
Complaint Review: Computer Upgrade King - Select State/Province
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Computer Upgrade King
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Computer Upgrade King Does not honor warranty - Shady business practices Virginia
I bought a Saeger 6110 (Based on the Clevo model). I thought this was a great deal on Amazon for $900, Core i7 2.0ghz, Nvidia Geforce 650m GT, 8 gig ram, 750 gig HDD in an 11.6 inch laptop. Well, I haven't used it that much. In a year of ownership the machine had a HDD go bad, it's working on it's 2nd HDD, and the graphics card has gone bad. I bought this machine because it was listed as having a 3yr warranty on Amazon. However they want you to send the machine to Saeger, and refuse to honor hardware. I was told parts they put in and labor are covered, and that they had upgraded the CPU and HDD, so I had to send it to them if I did send it to Saeger, so they could take them out, and put them back in. None of these things or caveats were listed in the Amazon listing. I gave them a 5 star, however I wish I could give them a 1 now. I was really excited at first. Until I got the machine. Windows 7 was preinstalled and it came with a blank clear CD case with no CD and a win7 COA sticker on it. Good thing I knew about imaging. I've been asked if I applied fresh thermal paste to the graphics processor. Why would I do that? I'm a customer. Saeger said that I'm 1-2 weeks outside of warranty, so I'll have to pay $400 to replace the motherboard. Not going to do that. The whole process seems very shady. Shady warranty, parts inside, and process. I would recommend staying away from Computer Upgrade King as thier policies are unclear and not spelled out. I also would recommend staying away from Saeger branded products too. I very much regret my decision to buy a machine from Computer Upgrade King and wish I had shopped elsewhere. Now I have an expensive custom machine that I can't do anything with, and I will not have the money to buy a new machine for some time. Very dissapointed. I would stick with Asus, and a major retailer, like Newegg. Even if thier customer support is nonexistant, at least you can contact the manufacterer and send your machine back for repair as-is, without sending to a third party.
2 Updates & Rebuttals
Ben
Madison,Wisconsin,
Shady Amazon practices from the beginning
#2Author of original report
Fri, November 08, 2013
The warranty area said 3 years under warranty. No, I did not click on 'about us'. I saw the computer was listed as a 3 year warranty. After I heard the explanation I was done, there was no mention of 'upgraded parts'. Originally I bought it on Amazon. Then looked again and my order was listed as a Lenovo laptop. I had sent in correspondance and they said it was incorrect, and that they made modifications to the page to correct it. So I can say that the sale pages have modifications. At this point instead of continuing to support a lemon laptop (Which it sure sounds how the rep from Computer upgrade king referred to Saeger/Clevo laptops they were selling) I've decided to go a different route. I still highly recommend shopping elsewhere. I had used the avenues for support before (And it was difficult for me to get someone over the phone).
Computer Upgrade King LLC
Midlothian,Virginia,
Response to Ben in Wisconsin
#3UPDATE Employee
Thu, November 07, 2013
As our name implies we upgrade computers to have better components than they initially shipped with. We advertise a 3 year warranty on all upgraded components and up to 1 year on manufacturer components. The customer might not have read every detail about our warranty information. It is clearly stated in our Amazon “About Us” section. Here is the full Q and A on our Amazon page and this has been our policy for 5 years.
“Q: Who do I contact for warranty?
A: Contact Computer Upgrade King support always for any warranty need. Our customer service team is ready to assist you M-F 9AM-5:30PM EST M-F for your needs. Although the manufacturer warranty will exist on your computer, please make us your primary and initial point of contact for any warranty needs.
Q: Do the upgrades applied to the laptops void the warranty?
A: All laptops are sold with a 3 year Computer Upgrade King warranty and a 1 year manufacturer warranty for the original (non-upgraded) components. Although most manufacturers will not warranty the upgrades we perform, we will do our best to assist you to get your issues resolved. Please contact us first for any support that you need as we can diagnose your issue and resolve your problem either remotely or via our 3 year express ship warranty.
Q: Can I get an extended warranty?
A: Unfortunately Computer Upgrade King does not offer any additional warranty support outside the 1 year from the manufacturer and the 3 year warranty provided by us. “
So essentially the 3 year warranty was misunderstood in this situation, and the customer only had 3 years on his upgraded components, the CPU and the Hard Drive. Unfortunately the customer experienced an issue on a manufacturer component after his manufacturer warranty had expired. We were trying to help him from afar, to ultimately save down time for the customer. In reference to the Windows 7 disc, we normally do include a disc with the computers we do fresh installs on; evidently we didn’t include one on this build. The customer could have contacted us at any time and we would send him a disc or a link to a download, if this was an issue for him.
Previous to the current graphics problem, the customer had mentioned that he is a computer technician, had that not been mentioned we might have not asked if he would be willing to try reseating the heat sink and reapplying thermal paste. As he mentions he is a customer, had he requested that we reapply the thermal paste for him, we would have sent him a prepaid UPS label and reapplied the thermal paste for him. Unfortunately the day we asked him if he would try that, he stopped communication with us and wrote a report for this website.
If the customer would like for us to attempt to repair his computer he is more than welcome to contact us through our email and we will provide a UPS prepaid label and see if any of our components are at fault, and reapply the thermal paste for him. Unfortunately Sager/ Clevo are responsible for the manufacturer’s warranty and the customer had the problems after his 1 year warranty ran out, so if the problem is indeed a manufacturer component we cannot replace that under warranty. We no long carry Sager / Clevo due to many problems with their computers.
