"Bought an NP9280, returned for exchange unopened within 30 days. Replacement shipped under same PO number, was order number 1718, a NP8760.
Came without Soundblaster extreme card as ordered, and still have not received refund for difference, about 1100 usd. No one is replying to my emails on their website, or from my email.
Not sure why they are not responding, it has been to long..they don't care about you and will rip you off if they can... One checkmark was gracious...."
"I ordered a laptop from Factor Gaming two weeks ago and despite my best efforts, I have not been able to make any form of contact with anyone representing the company. I can't even verify they exist. I have called at least 10 times everytime it says the mailbox is full. I have sent 3 emails through each form (contact us, ask a sales question, and request a callback). I have had no contact whatsoever and my order has not even left the 'order received' status. If this is their idea of excellent customer service, then I would hate to see a company they describe as having bad customer service."
"My experience with this company has been horrible. I placed an order with them for a new laptop on November 30th, and spoke with Chris to give him all the information they requested to process my credit card. My order updated to "Processing" on December 2nd, and it has been sitting there through today (December 28th). I have sent several emails to sales trying to find out what is going on with my order, and have made several attempts at calling their customer service number, but have yet to receive any kind of response. The only consolation is that my card hasn't been charged yet, so I don't have to file a dispute with my credit card company. There are several other companies that sell this exact same laptop with the exact same specifications, so I am going to be taking my business elsewhere."
"I was very happy with my service i have recieved from Factor Gaming. the customer service was very polite and chris was always very happy with answering any quesions i had or any issues with shipping. It was unfortunate that they were having technical difficultys with there email and it resulted in my order being delayed but it is a Foreseeable problem in any business and Factor Gaming souldn't be distraught about it. the overall experience is a A and i will happly countinue to use Fagtor gaming for issues and if i ever want to order another computer"
"This is my first and last unsatisfied experience with Factor Gaming and Sager Notebook in the past couple of months:
Like everyone else, the ordering process was simple and easy. However, their customer service is the opposite. Customer service for Factor Gaming and Sager Notebook is like being at a tennis match, and you're the tennis ball. Factor Gaming will say one thing, and Sager Notebook will say another.
My order was on the "Building and Assembly Phase" for a week and a half until they told me the model I had ordered was on backorder, but the shipment should arrive in a couple of business days. To me, a couple of business days mean 3-5 business days. Apparently, they meant they were going to ship it in the next couple of business days and on top of that, another couple of business days for shipping. I have all this in writing, so there's no error in my understanding.
So the day finally comes, which was approximately a month from the day that I initially made the purchase. I carefully open the package and power my NP7752 only to find another problem--the screen has a crack in the center and only half is visible (the other half were dead pixels). I immediately requested an RMA to have it shipped back and received a full refund.
Under Factor Gaming’s 3-Year Limited Parts and Labor Warranty Policy: 1. Scope of Warranty, Part b. Service Provided, number (3) http://www.factorgaming.com/warranty.php—I was confident the RMA process would take at least half the time of my ordering process. Again, this was not the case. Fortunately, on October 30 they sent UPS to pick up the package from my home and ship it back to them. According to the tracking number, it took about a week to be returned to Sager Notebook. Since I did my part of the return process, I just thought I’d relax and wait for the refund to come through.
*Sigh* On November 20, I receive an email from Sager to Factor Gaming that they haven’t received the return yet. This didn’t make any sense to me. They are either stupid or they are trying to swindle my $800 away from me. I’m leaning towards the latter because to this day December 4, I haven’t received my refund. Instead, they want to blame the damaged screen on me and take half of my refund to compensate for it.
I just got off the phone with David, the supervisor of Sager, to discuss my refund. They finally made it clear to me that they found my return in their database yesterday and it was received on November 9, but the refund process will take a week from today because UPS needs to inspect the damage again. Now riddle me this, why wait until today to schedule the UPS inspection instead of the day you received it? He didn’t say anything nor did he apologize for the inconvenience.
Overall, this was the worst over-the-phone customer service I’ve ever encountered. At least Factor Gaming is more professional when they make a mistake, but Sager is rude. They made me feel like the culprit. I am never doing business with Factor Gaming and Sager Notebook because the past few months were all BS and I quote David (the supervisor), “please stop wasting my time" and give me my refund!
More fun quotes from David:
1. "Which statement do you think they will believe, mine or yours?" (that's not the point--as a business, you should fulfill the customer's needs)
2. "There's nothing I can do." (then why are you the supervisor?)
3. "Call Factor Gaming." (but your company handles the refunds)"
"System looks and perform great, prices were right, everything about the computer is perfect.
My problems showed up with the shipping. I lived in Canada so had to pay extra shipping and the delivery time was long... longer that for my other orders in the USA. Also, I ordered a SoudBlaster Card with the laptop and never received it to this day (4 months later) even if I called at least 6-8 times at the customer service to see what was going on... Apparently they can't ship it to Canada from their warehouse, they need to ship it to their customer service offices and then ship it to canada.. but even that did not work and im still card-less.
After 4 months and 8 calls to their office, I kind of give up on my card... which I paid 120$,
So overall, if you are outside USA, (in canada at least), might want to check with them first or check elsewhere. saves you the trouble!"
"Great laptop, terrible customer service. I've been trying to get ahold of ANYONE from this company. Emailed twice called 3 times. 1st time 'mailbox' for the company was full.. could not accept messages, 2nd time samething, 3rd time left a message and no one called me back. Oh ya and they forgot to ship my MS Office CD.
"
"I would first like to thank Chris from Factor Gaming and Frank from Sager. They both were extremely helpful with our purchase. They asked what our needs were, so that they could fit us with the best laptop. There delivery time was to be 3 to 5 bus. days and we received our laptop in 2 1/2 days. We will continue doing business with them and also recommend them.
Gateway Cus. Service Rating 0
Dell Cus. Service Rating 2
Factor Gaming Rating PRICELESS
Thank you Chris
Paul & Rose
"
"I recently purchased a computer (NP9280) from Factor Gaming. Being a military service member currently deployed in Kuwait, I was elated when I received my order within a week of the shipping date. My computer arrived in good working order and bore none of the usual damage that is usually associated with international shipping. The computer itself is amazing. The quality of work and attention to detail really show. I opted for many of the upgrade options, such as the 3.06 Ghz i7 processor, the Blu-ray optical drive, and the upgraded memory. It’s nice to have a portable machine that provides such a versatile platform for many of the comforts that are unavailable to me due to my current geographical location. I greatly appreciated Factor Gaming’s “No Bloatware” policy. I didn’t have to spend precious time uninstalling unnecessary programs and applications. The quad-core processor makes this machine blindingly fast. I download games in minutes instead of hours now. Also, I submitted some feedback to Factor Gaming via their website contact. I received a prompt response from their customer service/sales department (on a Sunday no less) that was courteous and specific, unlike some of the mass-email messages I get from larger companies. I’d like to thank Factor Gaming for making me the envy of all my friends. I look forward to doing business with Factor Gaming again, and seeing what this company will do in the future."
"Not only was this product an absolute killer machine, the time it took to order, build, test and ship was incredibly fast. The customer support was more than helpful, always providing me with accurate, timely answers to any question I had. Kudos to FactorGaming for building great computers and even greater customer relations"
"The ordering process was really easy, and I like the way that the price auto updated to the right and was always visible. Also the No Additional Software statement speaks volumes about your company, I cant wait to see it for myself! The only thing I would like to see is an estimated ship date or an estimated arrival date. Even if it was via email, it would be a heck of a lot better that not knowing at all. You have the 2nd best price on the net for this particular laptop, your easy customization interface made me pay the extra $48 more for this one than the other one."
"Apparently they have only one sales guy over there. I also talked to Chris. He was extremely helpful though. Helping me pick out the laptop that was right for me, the Sager NP5793. Its perfect for what i wanted it for and at a nice price. But this review isn't about the laptop, its about FactorGaming. Chris was great throughout the whole process. From the selecting of the right laptop all the way through. He kept me up to date on the build and delivery process. Very fast delivery, from the time I ordered until i received it was less than a week. He was even in contact with me after i got my laptop, still answering questions. I didn't receive my "customized binder and FactorGaming DVD" until a week or more after the laptop. Neither of them are anything special and really aren't worth anything. So don't let those be your deciding factor in where to order your laptop from. Its a great laptop and I highly recommend Sager to anyone and everyone. And my experience with FactorGaming was positive. I haven't had any issues with my laptop to know how their customer service is regarding repairs and whatnot. But all said and done i would definitely recommend FactorGaming. A good experience.
Edit: Horrible, horrible company. Customer service is non-existent. I tried contacting them by e-mail, phone, and their website and never got a response. Probably because they knew i was under warranty and didn't want to fix my problem. I will NEVER EVER ever do business with this company again and i strongly encourage you to look elsewhere. Check out www.xoticpc.com or www.powernotebooks.com or basically anywhere else but here. They will screw you over."
"I got in touch with Chris at Factor Gaming, and they had apparently changed 800 phone number carriers. The company has offered to waive the shipping cost, and I naturally have agreed to do so. They have since removed the old charge from my account, and will be charging the updated price. More info as it becomes available to me.
>I find it convenient that all of these reviews >were written around the same date/time. I have >ordered a laptop from factor gaming, and have >received NO correspondence regarding its >progress. I cannot contact sales and/or support >because no one answers the phone or replies to >my emails. I've tried calling during business >hours and at all times of the day. I've done >all that I can to contact this company, and I >haven't heard so much as a peep from them. This >has truly been a frustrating experience. "