Customer Service Problem- Please Help

[haosquared]

Hi all, thanks in advance for any advice/help. I will try to keep this as short as possible. Sorry if this is posted in the wrong place.

I purchased a T60 on May 22nd, received it June 11th

On the 24th of June, I got a BSOD with the message memory parity error. I called tech support in Atlanta, they told me to update BIOS and said I should be fine.

August 5th- same BSOD, called tech support- they had no record of my previous call, sent it in to repair center on the 8th and received it on the 10th saying my mobo had been replaced.

August 13th- same BSOD, tried to get a refund- they told me that though the error had occurred in first 21 days, since I hadn't requested a refund then, I couldn't get one. I sent it back to repair center, they replaced the memory.

September 13th- same BSOD, called tech support, they said my case would be 'escalated' and a resolution person would call within 48 hours. No call after a week and when I called them back, I was told I didn't qualify for a resolution/refund/exchange since I'd only sent it in twice so I sent in my machine for a 3rd time. Hard drive was replaced.

October 8th- crashed again with memory party error. Tech support told me to update my BIOS for the umpteenth time. I said I wanted a refund/exchange and I was given a number to call the next day.

Today- called the number, was routed to another number, then routed to repair center in Tennessee, and finally routed BACK to tech support in Atlanta. A supervisor there told me I could get a full refund as there was NOTHING else left for tech support to fix. He called refunds dept and they refused my refund request, saying I hadn't returned in the machine in the first 21 days. After hanging up, computer crashed again.

My question is, who else can I call/speak to to get a refund from IBM? Every number I call inevitably redirects me back to tech support and then tech support tells me they can only deal with hardware issues. I am a college student and this Thinkpad is my first computer purchase so I am new at dealing with computer companies. I don't know what to do next other than keep badgering tech support.

Please help, thank you.

[furrycute]

It's hard to believe that after going through all those trips to the service center, the computer would keep giving you all these BSOD's. After having replaced the motherboard, the RAM, the hard drive, you basically got a brand new computer, what else is there to replace?

Did you get those BSOD's with the default factory setting, or did you get those BSOD's after you installed your own suite of software?


Try to stick to the factory default install, and see if that gives you any more BSOD's.

[tfflivemb2]

I can't help you with the refund issue, but can you tell us EXACTLY what the BSOD said, besides memory parity error? Were there additional numbers, or can you take a picture of the screen?

[haosquared]

I got those BSOD's with the default factory settings, once within 24 hours after getting it back from their repair center.

The exact message on the screen says:

*** Hardware Malfunction
Call your hardware vendor for support
*** The system has halted ***

NMI: Parity Check / Memory Parity Error


and that's it. No numbers or anything else.

Thanks.

[ryengineer]

It would've been better if you had mentioned detailed specs and settings you're using with your thinkpad. Below are based on my assumption:

1. Summary of changes for Intel PRO 2200bg, 2915abg, 3945bg, 3945abg, 4965ag, and 4965agn Mini PCI adapter wireless software for Windows XP, 2000 - ThinkPad

Version 10.5.3.1 API - 7AWC26WW
(Intel 3945ABG/3945BG only) NMI parity error with the blue screen may occur and then the computer hangs.

2. Blue screen error "NMI Parity Error" may intermittently occur - ThinkPad R60, R60e, T60, T60p, X60, X60s, X60 Tablet, Z60m, Z60t, Z61e, Z61m, Z61p, Z61t

Symptom

Some ThinkPad systems that contain the Intel PRO/Wireless 3945ABG Mini PCI adapter may experience a specific blue screen error called "NMI Parity Error". This may occur when the system is booting to the Microsoft Windows desktop, or while the system is up and running. It could occur on battery mode, or while the system is plugged into the AC adapter.

Affected configurations

The following ThinkPad systems with the Intel PRO/Wireless 3945ABG Mini PCI adapter running Microsoft Windows XP or Microsoft Windows 2000.

ThinkPad R60, R60e
ThinkPad T60, T60p
ThinkPad X60, X60s, X60 Tablet
ThinkPad Z60m, Z60t
ThinkPad Z61e, Z61m, Z61p, Z61t

Solution

The latest Intel PRO/Wireless 3945ABG Mini PCI adapter software (package version 10.5.3.1, driver version 10.5.1.89) fixes a specific problem that can lead to a "NMI Parity Error" blue screen message.

Since not all "NMI Parity Error" problems are caused by this one specific wireless driver issue so update all your drivers and run Memtest86 on your memory as well.

[haosquared]

Thanks for the links, I downloaded both of those and hopefully they will solve the problem if I cannot get a refund.

I am not sure about the specs of my computer (I am somewhat computer illiterate) but from the invoice it says:

MICROSOFT WINXP PROFESSION
INTEL CORE DUO PROC. T5600
ATI MOB. RAD. X1400 128MB
1GB PC2-5300 667MHZ 1DIMM
80 GB,HDDRIVE,5400RPM
INTELPRO/WL3945ABGUSCNLAAP

The problem occurs regardless of whether I'm on AC or battery. I also disabled my wireless card b/c I thought that might be the problem but it still crashed.