Keyboard and Warranty Issues

[energyandair]

The "P" key on my new T42 momentarily sticks down if I happen to hit the right side of the key. The fault first appeared after a couple of weeks and comes and goes from day to day. There have been no drops, spills or other issues that I know of that could cause it.

Does anyone know of anything that I can do to cure it?

I phoned IBM and they said I had to take the T42 in to a service depot who would examine the keyboard and replace it if it was faulty. I guess that this would involve 2 trips as it seems unlikely that the service depot would have the exact keyboard for my machine in stock.

When I asked how me taking it to a service depot was part of the 3 year on site warranty included in my package, they said that this was their policy. When I said that I had read on line that IBM just sent out a replacement keyboard for owner replacement when others had a problem, they said that this was not their policy and that if I replaced it then I would be responsible if there were problems.

When I said that this was not very satisfactory he went away and then came back saying they could schedule an on site visit but if in they did not think that it was a problem or if they thought it was in some way my fault, they would charge me $400 for the visit. (2 hr minimum x $200/hr)

I am not impressed!

Does anyone have any suggestions?

David

[andyli]

Try calling back again. You might get someone that will just ship it out.

Otherwise, get a ticket number and bring it to an authorized repair center. They can look at the unit, confirm it, and get the parts from IBM (If I recall correctly).

But I am pretty sure that is NOT policy...

[CaptainMorgan]

Or you could take it to the depot, a keyboard malfunction is a piece of cake to fix - Id suspect you'd be in and out. Not like it's a graphics display or motherboard issue. Your assessment seems correct though -Ive heard instances of keyboards being shipped... so no help there. .02

[BillMorrow]

i don't understand the reluctance to replace the keyboard..
this is probably the most replaced wearing part on ANY computer.

in the past ibm has not balked at keyboard replacement..
they send a new one, you swap (3 screws and 5 minutes) the old for the new and VIOLA! fixed..
(unless you are all thumbs )

as far as charging $400 for an onsite visit IF the problem is customer abuse, i would say that if the top were cracked, then its probably customer abuse..
in the case of a $35 keyboard..??!
well, just call in again..
and chat with a supervisor..