Experience with IBM depot program..very disappointed :-(

[th1nkpad]

I purchased a T43 this July and had to send the Laptop back since they wouldn't send me the Recovery CD's without paying the $50. I even aruged with them saying instead of me wiping my HDD and IBM sending me a box, me sending it back, a tech re-imaging my laptop and IBM sending it back, I suggested why not mail me the recovery CD's. Spoke to 3 different CSR's and no one budged. But what I failed to realize was whatever I spoke with them was being typed word for word in the memo. With each call their attitude got worse. Also I had a minor LCD issue, a black ray was coming from the right bottom most corner. This Monday they informed me that the laptop will be mailed out. But one CSR looked at the meo and mentioned "I notice you have called us a lot of times" in a condescneding tone and adds that "We do not have any estimated time as to when they will be sending the laptop back". Today I look at the Online status in the EZServ site and I notice some notes which mention "Parts to be ordered; estimated time: None Provided".

Are they messing with me? Just wanted to hear from you folks whether anyone has had similar expereince with IBM support? It's just that I am appalled at the way IBM has handled this whole situation. Also what is the usual turnaround time for TPP, since I purchased it when I bought the laptop. One CSR mentioned that there is no fixed time that they can guarantee but is usually is 5 to 7 business days.

If you are reading this, thanks for being patient so far and listening to my rant. Just wanted to post it here as a word of caution for future TP owners who are looking at purchasing any protection with IBM or Lenovo.

[ddutta]

Complain to the supervisor, in writing and on the phone. Also complain to the executive complaint division if things get out of control. The service isnt this bad.

[Army Chief]

I've got to say that this strikes me as rather atypical. I have noticed some cutbacks and such over the years, but to be honest, my warranty experiences are one of the main reasons why I have become such an unswervingly ThinkPad customer. In fact, I've bought ThinkPads exclusively for more than 10 years.

As you might expect given my profession, I put a lot of miles on my machines in some very out-of-the-way places -- including combat zones. Somehow, IBM has always been able to get me the support that I've needed, and I'm banking on the same kinds of experiences with Lenovo.

Chief

[th1nkpad]

I was planning to send in a written complaint...but only after I receive the TP and have it in my hands. Don't want them to screw me again.

At this time I don't know when this is going to happen since the next 4 days happen to be holidays, so it kinda suxx to be without the TP. Thanks ddutta and Army Chief for posting your views.

[DIGITALgimpus]

It does happen. Check out what happened to me here. They resolved it well (replaced), but the entire process took almost 2 months.

Something is definately not right with their supply chain. I just hope it's a temporary issue.

I'm a satisfied customer only because I got a good replacement. If that wasn't the case, they would really be on my [censored].

[th1nkpad]

@DIGITALgimpus---> I feel your pain w.r.t IBM service. But it is glad to note that IBM eventually turned things around and owned up to their mistakes, by sending you a replacement and a good one at that. I would literally go crazy if IBM takes so long to get my TP repaired and shipped. Might even consult my lawyer or lodge a complaint with my state Attorney General and notify the BBB of IBM's service. Based on today's call I should hopefully have the TP in my hands by Nov 30th since the part that is required to be replaced will be arriving @the depot repair center on Nov 28th. Keeping my fingers crossed. Anywas Happy Thanksgiving to all.