Kwame
Bad Warranty Service
My recent warranty experience with Sager was defined by inconsistent policy enforcement and unprofessional conduct, requiring significant customer effort to resolve a straightforward claim. In December 2025, I requested a replacement for a Sager AC adapter that failed within its one-year warranty period. Support issued a return authorization but incorrectly insisted I pay for return shipping, stating the policy only applied to "computer systems." This directly contradicted their published warranty (Section 2b), which clearly states they pay for return shipping for "returned products," with no such exclusion for adapters. The situation escalated during a phone call with sales representative Frank Chu, who became argumentative, raised his voice, and attempted to shout me down when I referenced the written terms, forcing me to end the call. Throughout email correspondence, support persistently addressed me by my email handle instead of my name, demonstrating a lack of basic attentiveness. Ultimately, I received the prepaid shipping label only after a full day of back-and-forth, having to repeatedly cite their own policy’s exact language. The final email noted "Frank requested a shipping label for you," confirming the initial refusal was an error. While Sager did honor the warranty in the end, the process was unnecessarily adversarial and stressful. I cannot recommend a company where customers must overcome confrontational behavior and internal confusion to receive the service they are contractually owed.