Pleasant Thinkpad service experience

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dr_st · #1 Post by **dr_st** » Tue May 08, 2007 2:01 pm

So many bad experiences with Thinkpad service have been shared here recently. So I thought I'd share my positive experience, which made me very happy. This may cheer up some people who seem to think service and quality is going downhill.

I had a strange problem with the screen on my T42 (15" 1400x1050 LG Flexview). There was a spot close to the right edge, vertically in the middle, where it seemed as if the LCD panel was broken, and white light was bleeding from under it (the laptop is under warranty).

Here in Israel there is one service depot, which isn't far from where I live, so I took the laptop there. The technician looked at it, determined that it's a warranty issue, and promised to repair it within 5 business days. I left the laptop, and got a phone call from the lab on the very next business day (right after the weekend it was) that it was repaired.

I picked it up - they indeed installed a new screen, which looks perfect. I was afraid that it might be problematic, with all the discussion about graininess and hit-n-miss quality with these screens recently, and was happy to notice that it's not any worse than the one I previously had. I also got lucky this time to get one without any dead pixels (last one had four, even though they were rarely visible).

Yay!

#2 Post by **ryengineer** » Tue May 08, 2007 2:13 pm

These people know how to satisfy their customers.

Once in a while few mishap can happen here and there, however.

I haven't had any major issue with my thinkpad so far. But once I called them for Restore cd's and they sent a copy without asking any question(s).

I am very hopeful they'll serve me in the similar fashion as they did for you, if I ever experience any problem in future.

#3 Post by **Kyocera** » Tue May 08, 2007 2:24 pm

Every time I hear one of these positive stories I like to comment.
If the service was so bad as some have claimed (some with personal experiences so I can't disregard that) there would be a lot more posts here as people seek out places like this for the specific reason of either finding help for a problem, helping others, or slamming the company i.e. Lenovo.

berlin · #4 Post by **berlin** » Tue May 15, 2007 4:22 pm

I fried my motherboard 5/8/2007 morning last week, so I called support.

5/9 DHL delivered the container early morning the next day. I schedule a pick-up that same afternoon

5/10 My X60s was already in Tennessee. Status: repair in progress. They shipped it back later that day.

5/11 My Thinkpad made it back to California.

Free!

#5 Post by **rkawakami** » Tue May 15, 2007 4:53 pm

I also have never had to experience any factory/depot repairs for my systems, so I can't offer any personal stories about how good, bad or indifferent the service from IBM/Lenovo/Solectron/whoever is.

It's a given that with any online forum, bad experiences will always outnumber the good ones simply because a happy customer usually will not go out of their way to post their story. With the proliferation of forums and blogs, a single, sometimes, anonymous, disgruntled user can make it appear that many people are having problems with their systems.

#6 Post by **carbon_unit** » Tue May 15, 2007 7:52 pm

I've sent at least 4 different Thinkpads into the depot for repair in the last 2 years and I have never had a problem yet. I have also had many warranty parts sent to me for various Thinkpads. IBM warranties are awesome!
I have had to deal with other laptop manufacturers warranty service and nothing even comes close.

Website · #7 Post by **tfflivemb2** » Tue May 15, 2007 8:05 pm

You know...I really appreciate your posting this thread....

When you read through all of the negative posts on here about the service, you almost tend to believe it....BUT then you have to stop and think about how many there REALLY are....

Say there are 10 active threads discussing someone's misfortunes. Initially, you think "Wow, is this really that common?". But then you REALLY need to think about the fact that these posts are here, because they are frustrated about what is going on, whether it is IBM/Lenovo's fault.....Now, I ask you....would someone who has something happen to their system, and it is corrected immediately, really be reaching out to talk about it? Now, there are exceptions, such as existing members that discuss their good luck or misfortunes. Seriously, how many people are going to stop there busy lives just to say "well it didn't work, they fixed it, and things went on as normal"?????

Brad · #8 Post by **Brad** » Mon May 21, 2007 11:24 pm

9 cell battery dead a week before warranty ends. Package arrives 2 days later. All is well. Try to get that from Dell, Toshiba, Sony, Gateway, Acer, Hewlett Packard, Alienware, etc, etc. Very easy, very good. Worth every penny.

Brad

#9 Post by **thePCxp** » Tue May 29, 2007 12:37 am

I also have had great experiences with ThinkPad repair. I had to send my ThinkPad to IBM/Lenovo about 4 times and all my experiences were great. The system board had to be replaced on all 4 occasions because of the video card. My most recent one was earlier this month. First, I sent in my ThinkPad, then It was being repaired the next day and then it was sent back to me and everything was working great again.

Brad · #10 Post by **Brad** » Tue May 29, 2007 12:40 am

Another happy customer.

It seems from my very loose calculations that the good experience out weighs the bad by 100 to 1.

Brad

#11 Post by **carbon_unit** » Tue May 29, 2007 5:26 am

This is true but it seems the opposite because of the reasons Ray posted above. Unhappy people tend to post while happy people don't.

spuddog · #12 Post by **spuddog** » Tue May 29, 2007 12:45 pm

My experience was very good. Needed a screw kit for missing screws on the bottom of a R51 I bought ( seller said warrantty had expired, IBM said it had 3Months left) called on Sat. screws came Tues. morning. This included Memorial Day, Free! can't beat that.

Pleasant Thinkpad service experience

Pleasant Thinkpad service experience

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