ibm won't repair my computer claiming it's 'spill damage'

[msafi]

UPDATE:

so after i posted here to get the users' feedback, i tried again to repair the laptop. i thought it might be a software problem. i called ibm once again, and posted on experts-exchange.com. there was no help in either place. so i bought a USB 2.0 PC Card, but i didn't like the mess the extra equipment caused, especially that i knew that my laptop had this functionality built-in. also, the USB PC Card wasn't good at providing power along with data from the USB port. it was only good for data.

so i took my laptop to a nearby authorized repair center. they said that updating the BIOS should solve the problem. i thought i had the most updated version, but i was wrong. so they updated the BIOS, but as i expected that didn't fix anything. all this was a few weeks back.

few days ago, i called the authorized repair center again and told them that updating the BIOS didn't help. so they ordered a new motherboard, and called me when it arrived. i took my laptop to them yesterday, and received it today. USB is functioning perfectly now.

i guess the story ended happily. oh, and btw, my laptop is still in-warranty

[STS06]

Speaking of Thinkpad Protection, what do you do if its not offered in your state? I'm in california and when I talked to a service rep, he said that Thinkpad Protection isn't provided in certain states (including CA). I asked why and he said it had something to do with laws in the state...

Any other way to get this protection from IBM/Lenovo?

[JHEM]

Any other way to get this protection from IBM/Lenovo?

Move.

Seriously, the Accidental Damage coverage is considered to be insurance by most states, which is only fair as that's what it is.

However, the fly in the ointment is that some states have rather stringent requirements for "insurance" companies WRT licensing, P&L reporting, minimum balance and funding of the sources providing the coverage, etc., etc.

Rather than attempt to meet these unrealistic requirements, IBM/Lenovo simply chooses to not provide the coverage in certain states.

Regards,

James

[STS06]

Haha...yeah..only if moving were so easy and only if I didn't like California so much!

So I'm assuming that, thats a big "Sorry, No Luck" in terms of getting any kind of accidental damage protection (aka Thinkpad Protection) from IBM/Lenovo. This sucks...I'd think they have a large number of orders coming from California b/c of the large number of people and students in the state and thus provide something kind of protection policy. California is rarely omitted, but I guess our lawmakers just made it too tough or too much of a pain the in rear for IBM. This sucks.

[Champ]

the way to get around that is to accept delivery out of state and then bring it in. afaik IBm will continue to honor the warantee (they couldn't care less where you're mailing it in from afaik)

[rssb]

My laptop would not turn up after a bios upgrade, and the machine went to EZ serv.

I am the only person who uses the laptop and there have been no liquids ever close to the laptop leave alone spilling anything on to it.

My keys are worn and glossy but thats about it. The machine has no other problem, I am sure if they complete the bios upgrade it is going to work back again.

The ezserv technician ( initials J.L.) feels that there has been some spill and sent it to some billable hold department. Support says I can request photos to see what the damage is.

Can someone please suggest what my options here are , since I didnot take any photographs before sending it in, and all I know for sure is there has been no liquid spill on the laptop.

[draco2527]

I think it would be difficult to tell a year later that there had been spill damage if it was only water. The water would have dried out in that time so unless something was blown on the board at the time it happened then I cannot see how a tech could determine this with any certainty.

If it was destilled water, yes; it would have dried out. Even if the water did not damage any electrical components, it will show, due to mineral deposits in water.

[smakdown61]

About a year ago my friend spilled beer all over his dell laptop when he was wasted. He fabreezed the hell out of it and sent it in to dell.....two weeks later it comes back with a note that says "replaced system board and video card under warranty" Pretty lucky....except now, a year later, his hard drive just took a crap. I convinced him to get a t43 and sell that piece

[rssb]

In my case, I am sure there was no water involved ever.

I use a humidifier in my room, but that thing never shows any humidity above 60%.

would this have caused anything.

Recommended a Z60 to a freind, asked him to put it on hold after this experience.

[BillMorrow]

you are pretty much SOL..

ezserve will not (usually) reverse this decision..

they will take a manufacturing error and make it your problem..
i have seen this and it really sucks..

ezserve is WAY over sensitive and you are guilty with little chance to prove yourself innocent..

and they don't care if you threaten them with bad publicity..
and lost sales..

good luck trying to reason with the tiger as he eats you..
or the terrorist with a bomb as he "thumbs" the EXPLODE button..
the former is just following his nature and the latter is a fanatic..
no reasoning with either..

[DIGITALgimpus]

Your last resort would be to get the laptop back, and file a report with the BBB. You'd need the laptop back, as solid evidence, just in case (it's not unheard from for a company to sue if it disagrees with the report after such a case, so you'd want the evidence in your hands, not theirs... though the only case I've heard of was a really bad internet merchant a few years ago, with no reputation).

That would be my approach. Odds are they don't care what the BBB has to say, but in some cases it's very effective.

Solectron has one report (resolved):
http://www.midsouth.bbb.org/commonrepor ... d=44009094


IBM has a few as well (some resolved):
http://www.bbbnewyork.org/businessrepor ... spx?id=228

IMHO that's your last resort, though I'd recommend having the laptop in your posession.

I'd personally try and get in touch with Exec Relations first.

[revolutionary_one]

IIRC one of the newly appointed admins/ops here pointed out a couple months back about adding "rider" (covers theft and other things) to your homeowner's insurance/renter's insurance policy in order to cover accidental damage or damage not covered by the TPP.

tried doing that myself with Allstate but they hadn't heard of a rider in their life and just claimed if anything happens to the laptop while in the car or in the house il just have to pay a deductable of 750 on a 1500 laptop to get it "taken care of." So i bought TPP with easyserv instead of onsite. no problems yet, but i've been treating the laptop like pure crap. so we'll see.

[rssb]

Have to see how it goes, so far havent got any pictures etc.. may be as bill says nothing much might happen. May be people need to shell in more money and buy even the accidental damage for manufacturing flaws also.


This is from my other post :

Thanks to all , I called up again to find the status of my machine. They are going to order some photos to show me the actual damage.

But apparently it is not a spill damage, but they found moisture inside the machine. Now my house is pretty dry and i use a humdifier ( but the meter always shows < 60% ) and also it sits in one corner of the room. I dont think that would have deposited anything , I havent noticed any deposition on other things in my room.

Wonder what people using these machines in hot and humid countries are doing to protect thier laptops. All the ads about thinkpads surviving extreme conditions seem to be some science fiction now.

[perfplus]

After spending several years in computer retail, it's not very surprising that there may be a few repair techs out there who tend to take "as much" advantage of their customers, as their customers take advantage of their warranties. It's far easier to be dishonest in today's world. On BOTH sides of the fence.

Customer warranty abuse HAS gotten out of hand. And to the point that ALL suffer in some way, because of it. However, this does not justify the treating of customers who ARE honest, the same as those who are not. That, is NEVER acceptable. But this seems to be an ever-increasing standard way of doing things in the world anymore, we know.

However, this is not to say that there aren't GOOD, HONEST repair techs, depots, etc, out there, because there are. Most should know that buying electronics is a gamble, like many things in life. But also, we must not forget...that through the years...each generation seems to lose more and more of the "courage of their own convictions", therefore putting out of their minds that they are also part of the reason for these warranty wars.

"Why can't we just all get along?"