EasyServ Refusing to Repair under Warranty - Input please

[moucon]

First - I have been a loyal THinkPad user since 1997-98 (my first one was 770(?) - the brick) . I have also outfitted entire companies with ThinkPads and have recommended them for years in my magazine columns and etc. (I'm a columnist). We own half a dozen TPs in my household and another half-dozen in my consulting business - So I'm not a newbie or a disgruntled customer or any of that.

This is the third time this has happened - all three since Lenovo purchased the TP brand.

Sent an X200 in to EasyServ (Extended depot warranty - 3 yrs - the top level of warranty available at the time, supposedly covered accidental damage, cracked screens, whatever) . The computer is two years old. It was shutting down intermittently to a black screen - would run normally for hours or even days and then POOF - shut down to a black screen without warning. Phone support determined it was most likely a mainboard issue and had a depot service box sent out. I packed up the computer and sent it in for repair.

Got a call back today - the technician claims he found "liquid residue" under the keyboard, "corrosion" around the docking connector, and "ashes" in the the cooling fan. So of course none of that is covered in the extended warranty I paid an extra $300 for (or whatever it was) and they want $900 to make the repairs. After a few words with an operator that went nowhere - I told them to just send it back un-repaired. I've been without it for a week and using a spare, so this alone is a major PITA. I should have just picked up a board for $125 on eBay and put it in myself -and would have had I known that once again, they would refuse to honor their commitment.

The reason I'm posting - this is the THIRD time this same diagnosis has been handed back - all three times on computers that have never seen a drop of liquid from any source, have never been in a docking base, and basically spend all day every day parked on my desk. This particular machine is especially annoying because it's on its fourth keyboard. Three were replaced under warranty (the cable/connector fails and/or certain key contacts stop making contact) - and one I got from eBay. I write for a living and these X200 keyboards just don't last . The technician is either lying - or simply doesn't know what he/she is doing because there has never been liquid of any kind anywhere near this computer and it's a smoke-free environment. Room dust - maybe, but after two years there is going to be some dust on a fan.

Thoughts ? Any idea how to pursue this ? I like ThinkPads and don't want to switch brands -mostly because I like the trackpoint and hate every other laptop pointing device.

[underclocker]

Sorry to hear this. Please post your location in your profile. The only three things that I can think of (other than fraud or a mistake) are 1) you live in a humid environment and what appears to be liquid damage, may be normal, 2) other people use your machine and may have caused damage, or 3) you have a pet that caused the damage.

In any event, you could ask that the case be escalated. Pictures of the "damage" will be sent to you and a supervisor for review and perhaps another decision.

[ZaZ]

Wouldn't that be covered under accidental? It would seem that way to me. You might want to post this over on the Lenovo forums where you'll get some access to Lenovo staff. You might also want to PM Mark@Lenovo over there too. He may be able to get some answers for you.

[underclocker]

True, if you have ThinkPad Protection, then even accidental damage would be covered. (There are dozens of warranty types, be sure to verify your coverage at Lenovo.com)

[mpcook]

Check online to verify your specific warranty coverage. Also, you should call and verify the coverage by phone, I have seen where the web info is not accurate (the error was in my favor).

If you have Thinkpad Protection Services, you should be covered

What’s covered?
• Damage from drops and falls under normal use
• Damage from electrical surges
• Liquid spills
• LCD damage

What’s not covered?
• External peripherals
• Accessories not installed by Lenovo at time of purchase
• Batteries**


ThinkPad Protection does not cover theft or loss, intentional fire, cosmetic or pre-existing damage or damage resulting from misuse or use under abnormal operating conditions. ThinkPad Protection must be purchased within 90 days of the purchase of your new ThinkPad and your service term begins concurrently with the product warranty.

[moucon]

Thanks-
My location is Corning, NY area. Nothing humid here - dry as a bone in winter.
I need to dig out my warranty coverage, but I'm positive it covered spills and LCD - I asked for that specifically and paid top dollar.

My concern is more systemic with EasyServ - when I was doing company IT we would send them a box of parts practically and get back a refurbed perfectly working laptop. This is the third time they've blown me off with a phony "it had a spill" claim - all post-Lenovo but to be fair - all post- EasyServ being subbed out to a third-party (or whatever that deal was.... what I mean is the good service was back when everything was in-house IBM.

The last time it was a failed power jack - it was cold-soldiered on the board, you could clearly see the machine-soldiered joint was not done correctly. Even if there had been a spill, so what... it had nothing to do with the jack coming loose. I wound up re-soldiering it myself..took about 5 minutes once I got down to the board. They could have repaired it and kept me happy in less time than it took them to deny the claim. I swear - the only reason I keep buying THinkPads is the TrackPoint - I write for a living and need a good keyboard and pointing device - and do not want to haul a mouse around. Even though I whine, in truth I probably won't switch brands until they ditch the trackpoint altogether. I can use it to draw in CAD - it's the perfect pointing device IMO.

JLS

[Brad]

No need to dig out anything.

Simply turn your ThinkPad over.

Input the model and serial number here which will return everything you need to know about your warranty.

Brad