T40 warranty issue...any advice?

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Entity · #1 Post by **Entity** » Sat Apr 23, 2005 9:03 pm

Sorry if my first post doesn't belong in this forum specifically; I'm not sure where else to go.

So I've had a T40 for around a year, maybe a year and a half now. I've really liked it -- great laptop all around. Recently I started having problems with my wireless connection sporadically dying, and the laptop occasionally bluescreening. I tried everything -- updated drivers, software, etc. Reinstalled Windows (unrelated), problem still remains; it's actually getting worse.

So I call tech support. I've got the 3yr warranty and send the laptop in.

Get a call from them a few days ago.

"Sir? We cannot fix the problem on your laptop due to user abuse."

"What?"

"The problem you are having is related to a system board malfunction. Your USB port is damaged on the computer, and we will need to replace the system board to fix this. The cost for this part will be $730."

Ugh. So apparently at some point in time, the USB port broke. The little black plastic bit which covers the metal prongs fell off, I'm guessing when I removed a mouse from the USB port . . . I honestly didn't notice. But that's the jist of it. So one of my USB ports doesn't work, but as a consequence, they won't do any repair on my system.

I've looked around for ways to fix the USB port myself but apparently it isn't easy, and requires system board work. I don't know. I'd just like to get the wireless problem taken care of (they did send me a new card which I put in, but it has the same problems).

Anyone ever run into a similar problem? Any comments? Is there a protocol I'm going to have to go through dealing with support here? Up until this point, they had been excellent, so I'm a bit annoyed at the results so far.

Rob

#2 Post by **K. Eng** » Sat Apr 23, 2005 9:23 pm

Did you first learn of the broken USB port when IBM called you??? If so, is it possible that they (repair center) broke it?

I find it hard to believe that the middle part of the USB port would just fall off while removing a mouse. I use my ports all the time for USB flash drives and mice, and I just don't see how that middle black connector can just break.

At any rate, I doubt that a busted USB port would cause general system instability, but you may be out of luck. If technical support is convinced that you damaged the system and caused the instability, there might not be much you can do

#3 Post by **BillMorrow** » Mon Apr 25, 2005 3:35 am

those people at easy serve have one track minds..

if they get it into their pointy little heads that you sneezed on the thinkpad and by some stretch of their inagination that was the cause of the failure then that is IT..!
no appeal will work, not careful pointing out that the broken USB port is a common thing among USB ports and that it has nothing whatever to do with the (insert obscure part here) failing will deter these minions of profit from doing their best to screw some hapless (AND innocent) user of cash..

i have seen this happen before, boys..

there IS no appeal and there IS no higher authority..

sadly, easy serve has become a crap-shoot and that scratch on your display from some innocent mishap MIGHT disqualify that thinkpad from ANY service, ever, under warranty..

Entity · #4 Post by **Entity** » Mon Apr 25, 2005 12:46 pm

I'm on the phone talking with IBM right now, asking for a manager. Crossing my fingers. I love Thinkpads, but had I known ez-serve was going to be like this, I would've just bought a dell.

JHEM · #5 Post by **JHEM** » Mon Apr 25, 2005 2:09 pm

Entity wrote:I'm on the phone talking with IBM right now, asking for a manager. Crossing my fingers. I love Thinkpads, but had I known ez-serve was going to be like this, I would've just bought a dell.

Continue to gently but forcefully escalate the problem to a higher level.

You are also entitled, depending on the state you live in, to receive IN WRITING a description of how they believe this abuse was performed.

You can take this all the way up the ladder to Palmisano.

How did you pay for the unit originally? Many of the Gold, Silver, Platinum charge cards provide additional or extended warranty services that might be of some benefit in this situation.

Regards,

James

Entity · #6 Post by **Entity** » Tue Apr 26, 2005 1:43 pm

JHEM wrote:Continue to gently but forcefully escalate the problem to a higher level.

Well, it looks like I'm not going to have any luck with them. This really pisses me off, especially given how great IBM had been for me up until now. What sucks the most is losing faith in a company I had previously enjoyed dealing with.

Rob

admsteiner · #7 Post by **admsteiner** » Tue Apr 26, 2005 2:31 pm

Write an email to Palmisano (do a search on the board for the link).

--Adam

T40 warranty issue...any advice?

T40 warranty issue...any advice?

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