IBM's not a bad company

[holr]

I bought a t41p last year, and have had quite a few problems with it. After talking to ibm for a while and discussing resolutions, they are going to swap out my t41p for a shiny new t43p. Just have to wait 10 days for it to be made now.

Thanks IBM!

[rocketman]

I bought a t41p last year, and have had quite a few problems with it. After talking to ibm for a while and discussing resolutions, they are going to swap out my t41p for a shiny new t43p. Just have to wait 10 days for it to be made now.

Thanks IBM!

Cool! Just out of curiosity, what were the problems you had with the T41p? They must have been pretty bad for IBM or Lenovo in this case to replace it.

[Lzc]

I cannot believe it!

[holr]

wow, where do i begin?

I had the t41p as a refurb last year august direct from ibm. Last november the screen switched off and wouldnt come back on. I sent it via courier (paid for by ibm) to a factory up in Greenock, in Scotland. Turned out it was a faulty motherboard. They replaced it and sent it back.

About a month later It had another problem - the battery wouldnt charge when the ac power was it. It ran down and the system was blinking like it was about to turn off. But, on manually pulling out the battery, the ac kept the system on.

I talked to ibm who wanted me to send it back to scotland, but I said that they replaced it with a faulty motherboard; they ended up sending out an onsite engineer to change the motherboard again.

After a month I was getting everything back together after a format, and noticed the propritary software wouldn't install, you know, ibm auto-update, the thinkpad onscreen light and volume controls etc. I thought this was a bug and left it for a while.

After being in holiday in the usa one time, i called ibm there and they asked me for the system serial number. I couldnt give it to them cause the access ibm button didnt work, and when I pressed the F2 (or whatever it is) to get into the bios, the serial number field was blank! I was told that the software needed the serial to install itself (i was getting a "invalid machine type" error).

Ok, I couldnt get ibm usa to come out to fix it, because my serial number sticker fell off (the one that had the new refurb number on it). All that was left was the original number, I gave them that and they insisted that my machine was out of warranty (after a month lol). I tried explaining it was a refurb, and that the original sticker came off, but to no avail.

Came back to the uk, and then in the beginning of july I realised that ibm UK would have the info, as they did the thing with the motherboards last year. Logged a call and they got another next day engineer out to look at the problem to fix it.

He said that it could either be a missing security chip (meant having the systemboard replaced again, as these chips and boards are unique apparently) or he just needed to update the bios for the serial.

He tried updating the serial, but couldnt. You see onsite engineers dont work direct for ibm but are subcontracted by Manpower. And he couldnt get the people he called in ibm to give him the disk image he needed to change the bios serial number - he didnt have clearance being a contractor!!

So anyway, he said he'd recommend a new system board as ibm were being funny about giving him thisdisk image to change the serial.

So I start waiting for the parts to arrive from the central office in amsterdam.

And I wait.

And i wait.

After two weeks I started calling, they were still waiting! I make a complaint and then get in touch with the client satisfaction team.

My rep got a few things done and told me that at one point, they did have the part, shipped it to the uk, no one picked it up for 3 days, so it was shipped back, and then got used on another call. So I had to wait even longer.

They eventually found a part and sent it to a local depot where another onsite manpower engineer picked it up and came to my house (engineer no. 2). He was a bit more experienced than the first and realised that there wasnt a need to replace the board, just update the serial. So he tried calling ibm. Again, they wouldnt give him the disk image to update the serial because of him being a contractor!

I was a bit miffed at this point. I told my client relations officer that I would not send my thinkpad to a depot to get fixed as they already send it back faulty once. And I was tired of taking time off to have engineers come round and not be able to do anything (no fault of their own).

Anyway, things got a bit worse and I ended up talking to the head of the client relations team, who convinced me to have another try with an onsite engineer. I agreed, but after work hours.

A third engineer came out to try and do the serial number update. This time he was armed with the disks and updated the system. Even did the bios and stuff, bless his little cotton socks.

After he left, I gave it a go, installing this ibm software, but the same errors!

I told my client rep that it still didnt work and I firmly put my foot down that I wasnt having any more ibm contractors out. I wanted my original payment back or a new system. They said that any repairs were guaranteed for three months, but I noted that this "serial number" problem I had I only realised that there was a problem with my notebook like 5 months after. If i wasnt still in warranty at this point i would have been buggered.

They were going to give me a replacement t41p but my argument was that I paid for a t41p a year ago, not to get a working one a year later.

He suggested a t42p but it was physically bigger than the t41p i had. ( went for the t41p last year cause it was the smallest / powerful notebook i could find). So I suggested the t43p.

I dont think that they were too happy at this as the t43p is an expensive bit of kit (esp. here in "treasure island" the UK) £2500 ish (bout $4000?).

My argument was that I bought the best ibm had last year, and felt I should be entitled to whatever was the best this year, the t43p.

So after some more discussion and talking, they contacted the warranty manager about the purchase. (s)He said no, couldnt justify the cost. I said that I would put £300 towards it to help things moving.

I had some news back that the warranty manager had changed his mind - i was told that he was prepared to authorise the t43p system (14.1") me and the rep discussed. Theres wasnt any mention about the £300 I was prepared to pay.

Anyway, my ibm client relations officer (whom Id been talking to for about two months at this point) finished with ibm. So had to wait a little time for my call to be picked up by another client relations officer.

This is where I am now, I was told it was all ok, was sent an official letter by IBM saying what they were proposing as a final solution (i give them the t41p to repair and redeploy) and they give me a new t43p 14.1" in return. I signed the paperwork and faxed it back to them.

They did call me to say they didnt have the 14.1" in stock, but could send out a 15" straight away with a slightly faster cpu, but I was prepared to wait the 10 days for build time. So in 10 days, i should be hearing about the delivery of the new system!

It was a lot of talking, dont know how long ive spent on the phone with them, but it worked out for the best.

Even going to have a fingerprint reader too lol.

[c333]

Yeah, I say you deserve a T43p! You think they would have given it to you sooner, seeing how paying the IT contractors probably cost them $1000 or more when it was all said and done.

[keku]

you went through great pain.... it's good now you have T43 Hope you will like it.

[dssjon]

good job on both sides. i would have probably given up by then. enjoy the t43p! get the best warranty you can!