Easyserv Issues

[perfplus]

Just received my T60p back from Easyserv this morning. The LCD has been replaced? (black streaks are gone), but the odd, "mood-ring", or little blue squares in the upper right portion of the screen, as a more accurate way to describe them, are still there.

So, I called them back to inquire why, and their reply was, "Ohh...It was a level 1 tech who repaired your machine. And regrettably, you would have to open "another" service call to address this issue. Would you like us to go ahead and send you a box, Ms.? This time...we will do what's called a "Rade".

In my frustration, I put the man on hold for a just a couple of seconds, and just put my head in my hand...with believable disbelief? ha-ha...if that makes any sense. Of course, after getting back on line with him, I inquired what a "Rade" was, and why this wasn't attended to while in their possession?, they replied; a "level 1 tech" just installs parts vs. a level 2 tech, who stated by EasyServ, to "look" at it more diligently, and to make sure unit is fully repaired".

I had to ask...."Oh really? For what reason would you have some shmuck work on anybody's piece of electronic equipment, let alone a Thinkpad , when you have "actual qualified techs" onboard? Do you have any techs whose abilities reach higher than a number 1, or 2 level? Well...much to my infuriation, the reply I got, was "Yes, Ma'am...we do".

I immediately realized how unhappy I may end up being, for the choices I've made.

I've already offered it to one of my neighbors, once finally repaired in full, who is also a Tpadder, but not quite as picky, and due for an upgrade. I've got my eye on something else right now, and the blessed thing about this would be, that my neighbor is willing to buy it for what I paid for it. So...I may even be done with this T60p before I even get to using it yet. So...sadly, the saga continues.

[perfplus]

Well...guess what's on it's way back to the "depot" again? ha-ha. Yes sirree. They should receive it by today.

After (2) out of (3) issues still unresolved after the first "depot" visit, I made the decision to email Mr. Palmisano. The next day, I received a call from a Terry McCarthy@Lenovo. (Customer Advocate Program?)

Anyway, after explaining my situation to him, he asked the typical questions; Did I buy it new or used?, Did problem exist prior to service request?, Did I state problem in "request"? The answers are USED, YES, and YES.

I offered him to review my initial request for warranty repair where he could observe my notes in the "problem description/comment" area, where he would be able to concur with my requests by having the information he needs, right there at his disposal.

For a moment, he stated that this may not be covered, but yet, on the other hand, the "depot" had not made any notation as to it NOT being covered. At this point...sigh... I have peaked in my state of confusion as to why it takes two times to repair something "once". I reiterated to him the type of "coverage" this Thinkpad has...including Accidental Damage Coverage,...so that it would be obvious to him that I wasn't requesting something I wasn't "covered against"...as do many, I'm sure. He furthered that HIS techs were backed up for about a week, but to go ahead and sent it back to "Flextronics" a.k.a (Memphis) and he would "take over" from there. That he would "follow thru" with this case until it is repaired. However, letting me know as it "goes along".

So...to be continued.....

[perfplus]

Should Thinkpads be given a new name? Like....ThinkAgainpad?

[ThinkP]

lol good point about the name...

a few of the T61p's had Graphic Card/Voltage problems when they first came out....motherboards had to be replaced...it took a back and forth battle and several customers to make themselves heard on the lenovo forums to get something done about it. but for a while they couldn't find the problem.

I'm have one of the affected T61p's but yet to use my 3 year depot warranty to send it in for repairs...it works but just don't play a 3D game with both ram slots used...or it's shutdown or bsod time.

otherwise it works fine.....just don't want to be in the situation as several people where the machine comes back worse off than it left the owner.

Anyway it seems things are changing at Lenovo, just saw this article today about the new CEO restructuring their departments.. Idea Group and Thinkpad Group.

http://www.electronista.com/articles/09 ... idea.divs/

[perfplus]

Well...for all those who have followed this mess with my T60p nightmare, I want to thank you all for providing the best possible advice, and direction in this matter. I'm a couple of days late getting this on here, but here is the most recent update...if you will.......

Memphis received my T60p yesterday, the 24th of March, for the second time in 8 days. Then, for some unknown reason, it arrived back at my door this morning, the 25th of March. Not repaired. There were no comments, notes, or explanation for it's rapid return. Included in the box with the T60p, and in the "ricerocket-style" pack job, was a "reprint" of the original service record, except with the "dates" changed. So I called Memphis to find out why it was not repaired again. Are you ready for this folks? Are you? Well...ha-ha....they said they "didn't know". But in their "programmed state", they offered me yet ANOTHER box to ship it back to them in. Stating that there serves no greater purpose in this, I declined, and then called Terry McCarthy back.

Sadly, this laptop has rigored the throws of "freight delivery" on 5 different occasions now. Back and forth to Incompetents R'US TWICE, and once from the seller, to me.

Terry McCarthy@Lenovo explicitly told me that he would be taking over the case the first time we spoke on the phone, and letting me know it would be a RADE call, that he would let me know how it's going. Yet, after speaking him on the phone, he said he couldn't understand why they sent it back so soon. And without repairing it again. :apology: I can send you a fedx label to your email, print it out, and send it to my guy, in N. Carolina. Of course, it will be a while before I can get it back to you...maybe a week or longer. You know... ...because they are busy.

Now...Is it just me?...or are we that far gone in this world? I mean really....it has it become meaningless and wasteful anymore, to do the right thing. Is it not profitable any longer, it seems.

You know....I started off with trying to be patient, kind, and understanding, as nobody is perfect, including myself. But there is just no discounting the fact that I am thoroughly "inflamed" now.

Point is, and undoubtedly so, that there are just far too many degenerates in this world. And they are breeding. If Barry gets his way, the one's who have not yet degenerated, will one day be expected to follow suit of those who have.

And, he will OWN all of corporate Amerimexicanada. ha-ha...God help us ALL.

....TBC

[goofyGAguy]

Point is, and undoubtedly so, that there are just far too many degenerates in this world. And they are breeding. If Barry gets his way, the one's who have not yet degenerated, will one day be expected to follow suit of those who have.

+ 1,000

[archer6]

<snip> Well...for all those who have followed this mess with my T60p nightmare, I want to thank you all for providing the best possible advice, and direction in this matter. I'm a couple of days late getting this on here, but here is the most recent update...if you will.......<snip>

Wow!.... I just came across your "saga" and after reading your well written, incredibly dignified, journal of events, I say Kudos to you for remaining composed enough to keep us apprised as you have. The experience you have been through is simply mind boggling, and yet it does indeed reflect on the people involved as well as a company that is sadly lacking in organization and accountability. A far cry from the experiences I've had with them for over a decade. And yet there is no doubt in my mind that the ongoing saga you report is quite true. Sadly, your assessment of the situation fits not only that company but others.

I wish you the very best....

[perfplus]

ha-ha...Exactly. My "saga". Although, I just wish it weren't true.

Yet, it has been quite interesting, as well as "mind-boggling". hasn't it? Ahhh....Just when you think there isn't any entertainment to be found, albeit dark entertainment, I suppose one can always refer to "my saga" in search for some laughs. Heck...I'm even starting to feel a certain obligation now....you know...to come onto the forum to provide this free entertainment. Actually, maybe get a job with Lenovo. You know...help them out on the side...as an "outside advisor". The "Low-down Expert". I'll accept Thinkpads, and Accessories...in lieu of a salary.

However, let me say Thank you for your kind words.

As far as 'maintaining my composure"...*snicker*...well...that is a "learned behavior", for sure. And one that takes much practice, at that. I'm a believer, that not all situations of incompetence are "collective". My troubles are not necessarily with IBM/Lenovo. It's the so-called EasyServ "techs" and customer service people with their not being knowledgeable enough to communicate with the customer.

Also, their lackadaisical attitudes when it comes to customer grief, and their lack of accountability for what they do that is inadequate. There isn't a place that I've ever worked...where this magnitude of incompetence was tolerated. So, it's AS confusing as it is frustrating. You know...they could just send ME the necessary parts, and I will install them myself. It's no trouble. ha-ha. Or is it?

Conclusively, it is a misfortune for Lenovo to have let China buy out this division. Or ANY division of IBM, for that matter. Surely it amazes you as much as it does me, as to why some people insist on trying to fix something that just isn't "broken". For them to have agreed to "farm out" the service/repairs to places that are not adequate to the Thinkpad owner/user's needs/requests is going to eventually create a bigger Hades for them than it already has. Even though I hope this is not ever so, they may find themselves manufacturing a total profitless product...like all the rest. It's inevitable, lest they realize what made them #1 for so long, and go back to practicing those things.

Joining the bandwagon of greed, or succumbing to the pressures of the market in order to maintain a popular vote, keep up with the 'Jones', or however you want to put it, is getting them nowhere. It's really too bad.

Thanks for your interest in my saga.

perfplus

Ohh...btw....sending T60p to N. Carolina this week. Apparently, this is where the real techs are located. Teehee. We shall see.

Ciao for now

[perfplus]

Oh...goofyGAguy...I've come across that picture before, and, isn't that the sad truth about this nation?

[JaneL]

Conclusively, it is a misfortune for Lenovo to have let China buy out this division. Or ANY division of IBM, for that matter. Surely it amazes you as much as it does me, as to why some people insist on trying to fix something that just isn't "broken". For them to have agreed to "farm out" the service/repairs to places that are not adequate to the Thinkpad owner/user's needs/requests is going to eventually create a bigger Hades for them than it already has.

FWIW, they're "farming out" the service/repairs to the same place it was being farmed out to before IBM sold it.

[goofyGAguy]

Oh...goofyGAguy...I've come across that picture before, and, isn't that the sad truth about this nation?

YGPM.

[RealBlackStuff]

You may get even more exposure of your "saga" if you join up at http://forum.lenovo.com/lnv/ and post it there also!
Straight into the horse's mouth

[perfplus]

Well...either way, it's not working out to anyone's advantage...it seems. (the "farming out" catastrophe)

haha...I wish it weren't so. My saga.

[threedaysrest]

@ perfplus:

Do be polite but persistent with Mr. McCarthy. I can confirm the "backlog" at whatever service department is performing repairs, as my X60 tablet is in Lenovo limbo, and has been since March 18. Though the speed at which repairs are completed may not be within Mr. McCarthy's control, he will do everything he can to assist you.

Good luck!

Cheers,
~tdr.