Terrible warranty experience

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tebore · #1 Post by **tebore** » Mon Jun 25, 2007 6:56 pm

2 Nights ago I dropped my TP T60p and I cracked my screen.

I purchased my TP Protection when I got my machine from the Reseller so I figured good thing I got TPPro. When I purchased I immediately registered the TPPro and I got a confirmation saying it was done.

So I called at 12AM on Saturday and they said my machine did not have TPPro registered to it. I had to fax my Confirmation Email and Invoice (Good thing I keep all my paperwork for everything). Now I have to wait 2 days for them to confirm it was done and register it to my machine.

I don't know what you guys would say but I say this is completely unacceptable. It's not my fault the warrenty wasn't transferred. I'm out 2 days before repairs start and who know how long that's going to take. Good thing the repair centre is like 10 mins from me so I don't have to use EZServ.

I've already opened a case in regard to the screen and opened a case to file a complaint. Has this ever happened to anyone? What else should I do? I not only want my machine fixed I want to cause a ruckus so this doesn't happen again to anyone else. Anyone have any idea how I can contact people in the higher ups or what routes I should go?

wantathinkpad · #2 Post by **wantathinkpad** » Thu Jun 28, 2007 12:11 pm

Well, a problem like this sort of occured to me. Except it was in the actual registering process. They somehow didn't have assigned to my purchase and couldn't send me the registration information. It took a few days of emailing but I was able to register. Because of this I had automatically saved the emails and printed them out after registration. Because of this I have always assumed them to not have my information.

It definitely shouldn't happen because if you registered it should be on the account. However, I think it is one of those things that happens with companies and you should just be grateful that you had all your information. This post can be a reminder that we should keep important paperwork such as this. Even great IBM/Lenovo can make mistakes. Now if you were to call in again it happened a second time then you definitely need to cause a ruckus.

joepublic · #3 Post by **joepublic** » Thu Jun 28, 2007 2:33 pm

The inconvenience sucks, but it sounds like they're taking care of it and you've got a complaint opened. Seems like a normal process to fix a mistake to me.

tebore · #4 Post by **tebore** » Fri Jun 29, 2007 3:56 pm

Update: I had to get transfered to the dept. in charge of registering the warranty. They said it's null/void because I purchased TPP after I purchased my machine. I said bull there's nothing saying I can't do that. They offered to give me a screen and to have someone else install it and give me my money back for the TPP. I rejected the offer and now I'm waiting on their move.

I called the store where I dropped off my TP to get fixed and they said IBM has sent a box to pick it up to do the work so I called the Tech dept. and they say everything is ok and the machine will be repaired.

I don't know who to believe. I just hope I get my machine repaired. Once I get my machine back I'll have to make sure they apply the warranty to the machine.

tebore · #5 Post by **tebore** » Fri Jul 06, 2007 11:22 am

Update:

It's been 2 weeks now I've been without my Thinkpad. A BBB complaint has been filed. They sent the box for it to be picked up it got to the repair facility and they rejected it. So they have my machine and now they don't know where it is.

I've called every other day this week and no one can give me the status beyond what I just said above.

They still haven't been in contact with me regarding the warranty issue and I've been trying to get them to finish updating their system to show TPP.

Their reps on the phone have been very nice and have been trying their best. The people above them however are terrible, promises to call back but never do. Their service is terrible, I've been nothing but patient through these 2 weeks and they've just been flinging me around like a rag doll. IBM blames Lenovo and Lenovo blames IBM.

This is going to be the last Thinkpad I buy if Lenovo and IBM can't get their act together.

#6 Post by **Harryc** » Fri Jul 06, 2007 12:15 pm

You seem like a very patient guy, probably 150% more patient than I would have been under these circumstances.

. Frankly I would not have gotten off of the phone until a replacement Thinkpad was on the way to my house with free shipping. They 'lost it' ? That would have put me over the top. Perhaps you need to be more persistent? Ask to talk to someone in customer relations, preferably a manager or director. Don't take no for an answer, be polite but firm. "I want my machine or a new replacement at my house this week."

tebore · #7 Post by **tebore** » Fri Jul 06, 2007 1:15 pm

Well they didn't exactly say lost, but they said after it was rejected they don't know what the status of the machine is, also not knowing if it's still at the facility, on route back to me/depo.

Temetka · #8 Post by **Temetka** » Sat Jul 07, 2007 5:49 pm

So until it shows up at one of those 3 locations, they have no idea where the machine is? I'm sorry but that kind of behavior and attitude are simply not acceptable coming from a multi-billion dollar international corporation whose paretange hails back to IBM.

I would be putting in a call to Sam about this one. They are stringing you along. Man / Woman up and demand what is rightfully yours because you PAID for it under their terms and conditions.

#9 Post by **BillMorrow** » Sun Jul 08, 2007 2:20 am

unacceptable..

tebore · #10 Post by **tebore** » Sun Jul 08, 2007 1:54 pm

Update yet again:

On friday around 5 I called to get another update, they said it hasn't left the repair facility or at least the system doesn't say it did. I spoke to a rep for a while and finally he relayed the case to a manager who said he's personally going to call the repair place to tell them to start the repair.

At this rate I expect to get my machine back by Thursday. My thinking is 2 days to do the shipping and 2 days for repairs. If they fail to do that I pursue the BBB route.

What I know is getting mad isn't going do me a lot of good, keeping a cool head, doing the necessary paper work, talking to people(especially the right people) will get me my machine back. Maybe it's just me, I've gotten used to BS bureaucracy. My boss always says "You've been working at a law office too long."

It also helps that I still have my old Asus laptop too bad it BSOD's frequently because the RAM slots are loose.

tebore · #11 Post by **tebore** » Tue Jul 10, 2007 3:32 pm

Ok I'm really running out of patient.

They are just giving me the run around. No one ever calls back even after escalating it 5 times. I have a scratch pad full of reference numbers.

On friday they said it's being repaired. I call today they said the customer is billable. I said I have TPP the rep in a poor tone says "You say you have TPP" in a way that implicates that I'm lying to him. I told him to check the past case and now for some reason the note saying I have TPP is no longer in the case.

I really really should just take these suckers to court.

qviri · #12 Post by **qviri** » Tue Jul 10, 2007 3:46 pm

I'd send a paper letter, personally. Systematically explain what you went through, what the situation is, and what you expect. End with something like "I look forward to hearing about prompt resolution of this issue." Send through Xpresspost so you have confirmation of delivery.

tebore · #13 Post by **tebore** » Tue Jul 10, 2007 5:14 pm

I really didn't want it to come down to a battle of forms and having to take them to court, but looks like I'm going to have to.

Shortly after that last post I've sent a message to "Sam"

I'm going to prepare my documentation and letter to fax and send to them. Then I'm gonna prepare documentation to have my situation looked at by a lawyer to get a legal opinion. I don't think small claims will even award what I want either.

tebore · #14 Post by **tebore** » Fri Jul 13, 2007 11:44 pm

Update:

After about 2 and a half weeks I have finally gotten my machine back in my hands.

The machine works perfectly like it did before it left, the screen is wonderful (no dead pixels).

On to what some might consider nitpicking:

I noticed that my lid was rather "dirty" when I got it back. It looked like it was used as a coaster because of a round water mark and a few splash like markings on it. It all cleaned off but it makes me wonder how it got on there. My palm rest was a bit "greasy" I had to use a soft cloth and some windex to get it off, again it wasn't like that when I had it.

I also note that there appears to be scratches around the patches that cover the screws to access the screen/lid. They needed access to do the repair so it's understandable I just wish they used a plastic pick or something as to not cause scratches.

My battery was also drained. I question why it was drained, it was full when it went in.

I got my machine back and it works so I'll call it a satisfactory repair. Overall this experience has left a very sour impression of Lenovo and IBM. In the future when asked for a recommendation on an enterprise class notebook I will hesitate on recommending a Thinkpad.

#15 Post by **ryengineer** » Sat Jul 14, 2007 12:34 am

You're not supposed to send anything with the notebook that is not part of the problem. You should always remove components like battery, power supply, ultrabay and additional user installed memory before sending out your machine.

Most users have mixed results from EasyServ repair services, many associate it's name in their bad books and hesitate to send in their machine again, well what can you say, once bitten twice shy. However, many others have had their satisfaction from the same service--company, perhaps it's the different people, poor management etc. but whatever the reason is, convincing you after what you have gone through would be similar to adding fuel to the fire....

So, what I would suggest is, always be on a safe side and buy Onsite service to avoid such a hassle.

tebore · #16 Post by **tebore** » Sat Jul 14, 2007 8:26 am

Interesting that you should mention that I'm not suppose to send extras but they told me that I should bring the battery and AC adapter. They said to bring in a "functional" machine that they can turn on and test.

mitchellst · #17 Post by **mitchellst** » Sat Jul 14, 2007 8:43 am

There's something to be said for that. I just had one in... A 3000, I think, that had an issue with powering off after about 3 minutes. In the end, it was the battery that was causing it (even when plugged in). Other than that, it was a perfectly good battery.

#18 Post by **ryengineer** » Sat Jul 14, 2007 2:54 pm

tebore wrote:Interesting that you should mention that I'm not suppose to send extras but they told me that I should bring the battery and AC adapter. They said to bring in a "functional" machine that they can turn on and test.

Well, I believe you took your machine to a IBM/Lenovo authorized repair center instead of dealing directly with EasyServ and my statement merely applies when you are dealing with Solectron.

joepublic · #19 Post by **joepublic** » Mon Jul 16, 2007 10:45 am

tebore wrote:I noticed that my lid was rather "dirty" when I got it back. It looked like it was used as a coaster because of a round water mark and a few splash like markings on it. It all cleaned off but it makes me wonder how it got on there. My palm rest was a bit "greasy" I had to use a soft cloth and some windex to get it off, again it wasn't like that when I had it.

Just a helpful suggestion: I've heard the Mr. Clean Magic Eraser is great at getting stuff off laptops. Like how keyboard keys eventually get all shiny: this takes that off from what I've heard.

#20 Post by **Harryc** » Mon Jul 16, 2007 11:23 am

joepublic wrote:Mr. Clean Magic Eraser is great at getting stuff off laptops. Like how keyboard keys eventually get all shiny: this takes that off from what I've heard.

I've used it on LCD covers only, and it is good for that. On key tops I'd be afraid of the pressure from the sponge popping the key tops off, not to mention that it would be a bad idea for ANY liquid to get into the machine. For key tops I've found the best is isopropyl alcohol. It does not seep into the components, and even if it did it dries quickly and cleanly.

joepublic · #21 Post by **joepublic** » Mon Jul 16, 2007 11:33 am

Harryc wrote:
joepublic wrote:Mr. Clean Magic Eraser is great at getting stuff off laptops. Like how keyboard keys eventually get all shiny: this takes that off from what I've heard.
I've used it on LCD covers only, and it is good for that. On key tops I'd be afraid of the pressure from the sponge popping the key tops off, not to mention that it would be a bad idea for ANY liquid to get into the machine. For key tops I've found the best is isopropyl alcohol. It does not seep into the components, and even if it did it dries quickly and cleanly.

You really don't need much/any water on the Magic Eraser for it to work. I've pressed way harder on my keys with no problems. This is a ThinkPad man, not some chea POS! :p

#22 Post by **Harryc** » Mon Jul 16, 2007 11:44 am

joepublic wrote:This is a ThinkPad man, not some chea POS! :p

tebore · #23 Post by **tebore** » Mon Jul 16, 2007 1:35 pm

I'd like to update my misadventure with Lenovo:

Ok the machine is fixed.

There's still the matter of the warranty that is supposed to be registered to the machine, I just checked the site and it has not been registered.

They assured me that it would show up by last wednesday. Good thing they ok'd and pushed the repair otherwise I'd still be out my machine waiting for the system to update.

I'm going to be calling in again to see what is up with the warranty.

Terrible warranty experience

Terrible warranty experience

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