Thinkpads Forum

I have had problems with my T.P. and I was hoping for a replacement,
BUT...at this point, Lenovo is insisting on the T.P. being repaired as oppossed to replaced.
My only option now is to ship it out to them OR to drop it off at a Business Partner ( that does Warrany repairs) that is located just a few minutes away from me. ( there are actually FIVE B.P. within 5 miles from me; I live in N.Y.C.)
Does anyone here have any thoughts on which of the two options I should choose to properly repair my T.P.?
I have read some horror stories about Lenovos repair center, but I am not that familiar with the work of their Business Partners.
Do they tend to be better or worse?

Which of the two do you guys TRUST with your baby the most?

I can't comment on the situation in the US, but I just had a fairly good experience with the Canadian Lenovo repair people (as opposed to a business partner--the closest was 1/2 hour away). I had a dead system board in my T42. They sent a box on Monday and my machine was back on Friday, four days later! The only hitch was, they gave me an Intel 2100 3B wireless card instead of the 2200 B/G I had originally. I called them right back (Friday, 4:30pm Pacific time), explained the situation, and got my new card today (Monday). I was amazed when I came home from work and my wife handed me the box! Shipped out over the weekend?! That kind of service I can live with! I dare say, if that had happened with a business partner, I would have spent a fair dime on gas (not to mention my time) getting the situation sorted out. Granted, it may not have happened in the first place . . . Anyway, that's my experience. For what it's worth,

Paul

Despite what you may read on this board, many people (including myself) have had good experiences with the Depot repair - we just don't usually post screaming about it. But when it goes bad it can go horribly bad. And once you let the machine out of your control, you are basically at someone else's mercy.

I think if I could I would call the business partners, and see if any of them would be willing to do the repair while you wait (and watch, and ask annoying questions, and remind them to use new screws, etc.) If you find one who is willing to do that, I'd go with them.

Ed Gibbs

I seem to be leaning towards a B.P. at this time, thinking at least I can try be there when they open up the T.P.
Just to avoid someone "saying" that there was phsyical or liquid damage to the machine.
Just hope that they don't pull a " Oh, we don't have a problem with you being present when we inspect the computer... but we don't know when we can get to it exactly, there are a couple of other machines before you and/or the Tech is busy right now"
It's a shame I need to be so worried, but I just want my T.P. repaired properly.
And returned without any NEW problems.

rexy wrote:It's a shame I need to be so worried, but I just want my T.P. repaired properly.
And returned without any NEW problems.

I agree - it's a shame that you need to worried about getting a proper repair. People used to buy TPs because of the service, not in spite of it. But IBM never made a nickel off them either, and eventually the market forces have their way.

Still - you might email Lenovo and let them know why you are choosing a BP over the depot. Dunno if they care, but they should know what is happening to their reputation.

Ed Gibbs

Hi
I have tried to let them know how spotty their service and tech support has gotten.
It seems like they don't care.
This x60s in my first notebook, and the reason I choose it over the other many notebooks out there was because I was under the impression that ThinkPad products were well made, with good support behind them.
I could have purchased a comparable notebook for much less.
( and it being smaller, lighter, and/or more powerful.)
But I chose a ThinkPad.
And here I am with a eight month old machine that is having major problems, tech support that is either uncaring or uninterested.
And me stressing over whether or not they are going to repair it properly.

Just keep telling yourself how much WORSE it would be if it was a Dell...

Ed Gibbs

Well I am not that sure about that.

a few of my friends have the lowest priced (under $400.00, I think) Dell notebooks,-got them during the holiday sale- and they have not have ONE problem with them.

Are they as small, fast, or powerfull? no.
But it's telling that they have had absolutely no issues at all.

While here I am with a "fancy-pants" Thinkpad that cost me FIVE times as much having major and repeated problems.

rexy wrote:Well I am not that sure about that.

a few of my friends have the lowest priced (under $400.00, I think) Dell notebooks,-got them during the holiday sale- and they have not have ONE problem with them.

Are they as small, fast, or powerfull? no.
But it's telling that they have had absolutely no issues at all.

While here I am with a "fancy-pants" Thinkpad that cost me FIVE times as much having major and repeated problems.

I'm starting to think that what you need to do with these people is just to be VERY assertive while trying also to be polite. That means not taking "NO" for an answer. It certainly helped me when I ultimately was able to return my X60 with an overly hot right palmrest (measured by thermocouple to be only 2 degrees F lower than the maximum setting on my hot tub).

Keep calling back and if necessary ask to go to the next level. Call the Easyserv # and ask to speak to a supervisor. Whatever.

Don't be unreasonable but insist on receiving your due.

Unfortunately, all of this takes loads of time.

If anyone's having problems, feel free to send them my way. Just PM me with the problem description, and I'll tell you what hardware I'd probably end up replacing when it gets to me. I do all the IBM repairs at our store. We're in Atlanta, by the way.

Business partners are just stores that have authorization to do the work. IBM doesn't regulate their business practices, so their customer service may be sub-par, but that's true of any business. Most of the time, if I have a complaint, it's because Lenovo has parts on backorder that really shouldn't be. Usually, they overnight the parts though.

Unfortunately, I can't speak for the depot's work personally. I've never sent anything there.

hey man. I brought my old Z60M to the BP on 28th or 27th st. The one between 7th and 8th so it has a 200 series address.

They were great and did all repairs fine.

I dropped it off and the HD was fixed in a week or so...

Compulink or something?

I used to work for IBM (s/w not h/w) and can say that the IBM BP network is very good and a BP is well able to carry out all/any repairs to the high standard you'd expect.

I worked with both h/w & s/w BPs, and I know we regulated the BPs to check they had all the required people & skill-sets to qualify to be an IBM BP (various levels & specialities).

I wouldn't hesitate to hand my TP over to them.

There are LOADS of IBM BPs around but if you have trouble locating one, follow this link to search:

http://d03bphrb.partner.boulder.ibm.com ... eset&NL=en