EzServ Horror Story (T42p, Ongoing)

Message

noghri · #1 Post by **noghri** » Tue Jan 31, 2006 8:21 pm

I'll start by saying I love my T42p (2373)- its a really great system, I'd buy it again in a second- and that's saying something for a laptop. Well on 20 Dec I went to turn my T42p on and.... nothing. Hmmm I think after swapping batteries, chargers, etc I realized the power light wasn't on and I'd have to send it in. Ok, no problem. At this point you might want to know that the machine was in exact factory condition, never taken apart, cosmetically like new, all original options in place except for a 6-cell bat most of the time instead of the 9-cell- no drops, no spills, no shocks. Ok, so I send it in and don't get it back until Jan 4.

The machine was not repaired. Not only was it not repaired, but it was in a horrible condition. The hard disk cover was missing, as were six screws on the underside of the case along with all of the screw covers on the underside bezel. When I opened the machine (opened the screen, not disassembled) I saw that although whatever components were failing were not replaced, my keyboard had been with one that not only felt of lower quality, but it was used! the keys had finger-wear and the trackpoint was a rim-type that I never use that had noticeable grime on it. I'm somewhat OCD about keeping my machine clean. Understandably I was really quite [censored]. I called IBM service and complained about the service. They had no information on how or why the reassembly was so shoddy or why it wasn't repaired I was promised that they would escalate the case to RADE/Level 2 support and that it would be taken care of this time.

Ok, so another box comes, another trip back to Memphis for my laptop. I call to check on it on Jan 13 and was told it was on hold because they needed by permission to replace the hard disk cover. I said OK, of course I want it replaced. I specifically noted that I wanted the machine to be reassembled properly this time and that I wanted the system board tested and replaced (I figured this was probably most likely considering 3 different AC adapters and 2 different, charged batteries couldn't get it to turn on or show a AC light). This was noted in the case and I heard nothing more. I called late on Friday 20 Jan to check on it. According to the rep it had just shipped out. I asked what the repairs had entailed and was told that it looked like some cosmetic parts had been replaced. I asked about what had been done to fix the technical problems and he said that he couldn't see anything indicating replacement or fixes. he also told me that the case went to regular techs and wasn't escalated at all. Chagrined, I asked what I needed to do now. he told me I'd have to call back to setup a new case as he couldn't (why I have no clue) and since it was now after 6pm here (8pm EST) the center was closed 'till Monday. Grrr.

I was out of town until Friday Jan 27, so I had to go to the DHL depot to get the machine (since after they try to deliver twice, they won't redeliver, you have to go get it.) Got the box, everything looked ok from the outside- I was very curious to see what my baby looked like inside. i kind of expected to be a little irked but I wasn't prepared for what I saw. Inside the box was my T42p sitting undisturbed with the top cover (LCD screen) about 10 degrees off-center from the base of the PC. The left hinge was completely broken with the LCD screen still attatched to the base only by the right hinge and the slightly frayed left cable bundle. I was seriously angry (unhinged even). I've have 3 T4x series machines and support quite a few at work and even with the stupid things people have done to them I've never seen one of the hinges break on one of these without huge stress. The packaging/padding was undamaged. I suppose this *could* have happened during shipping but with all that padding I'm kind of at a loss as to how damage like that occurs to a closed, padded thinkpad in transit. Anyway, upon further examination I found that there were still 2 screws missing, none of the screw covers had been replaced and the machine still would not boot. In addition when I removed the battery (now sporting two small sticky areas on the bottom like a sticker had been on it, then removed) I found hairline cracks in the beige plastic on the machine's chassis under the battery. The hard disk cover had been replaced however and there were only 2 screws missing now instead of 6 (I decided I didn't want to shake the machine to see if the loose part/screw inside was still rattling). The enclosed checklist had only one thing marked "other- replacedHDD cover". I took a whole bunch of pictures to document how it came back and called service again. I was told once more that they'd really fix it this time, confirmed that it was not escalated before, that my comments were recorded in the old case and apparently ignored and promised again better service. I just got my box again and shipped it back today (new case number too).

So, in short I've sent my machine to service (in this case Solectron in Memphis, TN) three times now since 20 December and each time I've gotten it back it is both unrepaired and in worse shape than it was before. I've owned a 720C, 755CD, 760EL, 600E, T22, X30, T40 and a Toshiba Tecra 8100 and I've never had such awful, shoddy service! I honestly have no idea what will happen this time- I'm not particuarly optimistic after getting my hopes up last time. Should I trust them at all that they really will escalate and fix it this time? Is there any advice you vets might have about who to contact to try to make sure competent folks are dealing with this (or even to just complain about the situation)? I'm kind of at a loss at this point and pretty angry.

#2 Post by **Kyocera** » Tue Jan 31, 2006 8:35 pm

noghri, meet, pramit

http://pramit.nairi.net/ibm/

seriously, check out his story

notebooknewbie · #3 Post by **notebooknewbie** » Tue Jan 31, 2006 8:38 pm

I'm really sorry to hear about that...I hope things work out for you.

noghri · #4 Post by **noghri** » Tue Jan 31, 2006 8:47 pm

Kyocera wrote:noghri, meet, pramit http://pramit.nairi.net/ibm/

seriously, check out his story

Wow- and I thought mine was pretty bad... hope i don't have to look forward to that much more hassle!

Troels · #5 Post by **Troels** » Tue Jan 31, 2006 9:05 pm

Kyocera wrote:noghri, meet, pramit http://pramit.nairi.net/ibm/

seriously, check out his story

Hmm a customer who just can't take it easy, yes his thinkpad has a problem, IBM screwed up. But Veronica is not going to call you every day explaining how the world situation is. So "Pramit", take it easy, you will die from stress. Nice conclusion from the "NASA" department of IBM: "3 support folks have looked at the LCD and considered it to be normal."

IMO, Solectron is to blame, two cases with serious problems, staff incapable of repairing the machine. They should't be qualified.

Btw. the missing HDD cover was probably removed in the first place to check for the contact/spring area that must be installed correctly for the machine to boot. Installing it wrongly will cause the machine not to boot. But returning a machine in that condition back to you is absolutely disgusting.

#6 Post by **draco2527** » Tue Jan 31, 2006 11:35 pm

Do a search for my last few postings! I am in the same boat as you....

Today I called, the machine has shipped....they replaced the motherboard AGAIN...there was nothing wrong with it!

I had it running for 12 hours on diags, the motherboard perfomed A++.

They said ,that nothing else was fixed. I get it tomorrow, IBM/Lenovo is getting it, if all issues are not resolved!

3X's already!

#7 Post by **draco2527** » Tue Jan 31, 2006 11:41 pm

Here is my post! Today I recommended YET another ThinkPad T42 or T43 to a co-worker ( I get the Dell EPP discount), he will place an order this week and want me to give him a hand getting the specs right.

NO WAY!!!! I am not doing this to him!!!.....Hopefully he will understand when I "spec" out on-site service! Even then, I am not sure what is to become of "ezserv"! I think they still dispatch parts, etc!

Check it out......

http://forum.thinkpads.com/viewtopic.ph ... 628#126628

aphex · #8 Post by **aphex** » Tue Jan 31, 2006 11:59 pm

Selectron sent my laptop back with scratches all over the back of the LCD (none of which were there before). Took me about 20-25 minutes of cleaning, but i got them all off..

noghri · #9 Post by **noghri** » Wed Feb 01, 2006 12:28 am

Wow draco- your symptoms sound a whole lot like mine. I'm still kind of scratching my head as to how the hinge got broken. Anyway I sent a complaint to the IBM "ask the CEO" and to an email address for someone that I'd gotten at Solectron. We'll see what (if anything) happens.

o1001010 · #10 Post by **o1001010** » Wed Feb 01, 2006 3:55 am

please, my following statement might be considered by some to be extreme. if you are not a forgiving personal i recommend that you do not read it.

***************
the key word in the entire post is Solectron. they are a individual tech company that is contracted by many different corporations (eg, verizon) to do the tech support work. i actually have encountered them on many different levels and most of them are more retarded than the "special kids" back in your high school. in my life i have only encountered 1 person that fully knows what he is doing and he became the regional trainer within a year. Solectron makes the dumbest f****** mistakes on earth. i had a phone that constantly had problems and did not get solved until i met that guy who became the reginal trainer. it ended up the phone was screwy because 5 different techs loaded the wrong firmware on it. (used for another model of phones) when you see the word solectron you should stay far far far away. i don't know if ibm have always been using them to service the computer, but i will offer to pay shipping to canada (their lev 2 techs) or back to the factory in hong kong, china so those people who made them will fix them properly,

edit:*******************
in response to the Pramit nairi

that guy is a major impatient ididot. how would you like to have some [censored] on your balls 24/7 and keep on leaving you message and have your phone ring until you can spend time with him? he doesn't understand the fact that there are billions of other human on earth and people are not working around the clock just for him. i admit, Solectron f**** up the initial repair job, and it's a plague that IBM contracted them (not the recent amount of complains on IBM service) he also acts like a terrist by calling the media on it. during the whole incident, he never considered any of the fact that was on his side: ie, bad power outlet, bad power cord, is he near a strong magnetic field? (i know my monitor will flicker and act wirld if i put my desktop fan too close to the cpu)

if you listened to the voicemail that ibm left him, it says" i can not understand the second number that you gave me". i think this explains where this whole thing came from. it is the exact reason why most of us bought an IBM, because we are sick of talking to india when we need to use teh warrenty

egibbs · #11 Post by **egibbs** » Wed Feb 01, 2006 7:51 am

This won't make anybody feel better, but here is my story...

I was in the Philippines a couple weeks ago. Downloaded some pictures from my camera to my T42p via USB, then turned the camera off with it still connected. The T42p turned off at the same time, and all the LEDs including the power LED went dark (it was connected to AC at the time).

I knew instantly that it was bad - system board bad. Sure enough, it was dead. Tried it on AC, on battery, on AC without the battery, with the HDD and Ultra-bay out, nothing. No LEDs at all, ever.

Called IBM US on my pre-paid Globe Telecon "disposable" cell phone, they were very nice. Opened a US case but also gave me the number for IBM in Manila. Called Manila, they verified I had an international warranty, and gave me the number for an authorized repair shop about 40 kilometers from where we were staying. Called, them, they said bring it in.

An hour ride by tricycle (dirt bike with a side car) and I was at the shop. Unfortunately it was Ati-Atihan Festival time - the biggest festival of the year. The street in front of the shop was full of costumed street dancers and drunken partyers, including the owner of the shop. But he came inside, and over a couple beers verified it was a brick, took pictures of the model number and serial number, and sent them off to manila via email. He gave it back with me, said the board might come in before we left and he would call me if it did - it didn't.

So we got back to the US last Tuesday. Called IBM Tuesday evening late, they didn't make me go through any hoops - just asked if I'd tried the usual, I said yes, they said a box is on the way. Wednesday AM the box arrives, Wednesday PM it's on the way to Solectron (without the HDD or Ultra-bay device, of course). Thursday AM it shows "In Work." Thursday PM it shows "On hold for parts." I prepare myself for the worst. Friday is still shows On Hold all day, so I figure it will be Monday at the earliest before it can possibly get fixed. Nope - Saturady AM it shows "In Work" and by 1 PM it says "Repaired - Shipped to Customer."

Monday AM it arrives (5 days including the weeked), and as far as I can tell is perfect. No scratches, the correct Machine Type and Serial number loaded into CMOS, right RAM and processor speed, powers up and works fine. They even returned the PCMCIA CF Card reader that I forgot I left in it. I was worried about the security chip since I have an encrypted folder for my money files, but the first time I logged in it re-enabled the chip, asked for my password, and restored my keys automatically.

Only nits are they say the flashed the latest BIOS, but according the the Software Installer it is about three versions behind. That's easily fixed. There was a paper sticker on the bottom of the battery that wasn't there before, that's ok - probably so they could keep track of it while it was disassembled.

So all in all I'd have to say I had a good experience this time. Mind you - I've had bad ones in the past. My T20 was DOA when it first arrived new from IBM, and it took three trips to the depot before it worked right. I can sympathize, and I'm not sure I understand how they can be so good sometimes, and so bad at other times.

Ed Gibbs

#12 Post by **JaneL** » Wed Feb 01, 2006 7:53 am

o1001010 wrote:please, my following statement might be considered by some to be extreme. if you are not a forgiving personal i recommend that you do not read it.

Forgiving or not forgiving, I read it and recommend that you ratchet it down a notch.

byron · #13 Post by **byron** » Wed Feb 01, 2006 9:12 am

these instances are exactly why i request the parts be sent to me and I'll do the work. I'm not IBM certified... but I trust myself much more than I trust some schmuck.

o1001010 · #14 Post by **o1001010** » Wed Feb 01, 2006 9:21 am

nonny wrote:
o1001010 wrote:please, my following statement might be considered by some to be extreme. if you are not a forgiving personal i recommend that you do not read it.
Forgiving or not forgiving, I read it and recommend that you ratchet it down a notch.

sorry if i came off strong, i will go back and fix the langueges if that is enough .

but i have my points of defending ibm, you know how pleaseant in a days work that everything else that you have to deal with (hp, dell, linksys, etc) are absolute horrid? dealing with them are 99% time nightmare even since they started wiring telephone wires in india but that is what i have to go though everyday to make my paycheck. they DO NOT KNOW JACK. every step of the way they have to put me on hold and do their research and I AM THE ONE THAT GETS treated like a newbie. and then once in a day's work, i get to deal with an ibm, where ordering replacement to do it on your end isn't a nightmare, where tech guys like me have the basic rights of talking to a support without the need of using a translator, and sometimes the support on the other end have rather a voice that is attrative and pleseant to hear like angels whispering in my ear; who actually trusted that some people actualy knows what they are doing.....

what is bothering me is these new horror cases from ibm ruining their name, i do not know what is going on, maybe solectron is doing this to get more money from ibm; maybe we have some solectron employees that hav e grudge and trying to ruining ibm; i do not know, but i do know that contracting solectron is a mistake. that should be avoided simply by not using them.

</rant>

DIGITALgimpus · #15 Post by **DIGITALgimpus** » Wed Feb 01, 2006 11:16 am

Here is my experience:
http://forum.thinkpads.com/viewtopic.ph ... =solectron

also absolutely terrible. I had to get Executive Relations involved. It even took them a month to fix, though they did end up replacing.

My recommendation would be to push hard, and don't take no for an answer. I had times where I called 10+ times in a day to get in touch with someone who wouldn't give me standard line off of their prompt card.

Solectron is worthless. Hopefully IBM/Lenovo realize this. In my case, Solectron's blunders cost them serious cash (repair attempts, shipping multiple times, replacement laptop).

Just don't take "no" for answer. Push as much as you need to get it resolved.

ajsimeon · #16 Post by **ajsimeon** » Wed Feb 01, 2006 12:43 pm

Well I got a knock on the door and guess who it was! DHL with my laptop that I sent in last Wednesday. It was an ok experience. It was a system board problem and it was on hold for parts for 3 days. Only thing I had a problem was they couldn't tell me when the ETA was. Anyway I'm waiting for my 80 gig hard drive to come in today and then going to factory install. It's gonna be like new! So far everything looks ok. No cosmetic problems. Looks about the same when I had it shipped. Will keep ya'll updated if any problems occur. Anyway I had a pretty good experience from IBM easy serv.

noghri · #17 Post by **noghri** » Wed Feb 01, 2006 5:36 pm

Well I suppose I complained to the right people. After having to call and re-call over the past month to get any status, I got phone calls from IBM, Lenovo and Solectron. Those "e-mail the head-honchos" links on corporate websites actally seem to work- who'da thunkit. At any rate, it seems as if once again, the laptop didn't go to the RADE folks as it should- although apparently "escalated" its still with the same team at Solectron Memphis. The IBM/Lenovo folks in North Carolina gave me a call asking me to send it to them- I told them its at Solectron, so they're going to get it sent directly to NC from Solectron. Judging by the stories of other folks here, they seem to be pretty sharp. Hopefully they'll be able to get everything sorted out (here's hoping for no "shipping losses" with this one).

DIGITALgimpus · #18 Post by **DIGITALgimpus** » Wed Feb 01, 2006 6:06 pm

The people in NC will take care of you. They did take care of me.

The only issue I ran into with them was a supply issue. But they did everything they could to speed things up.

hoya · #19 Post by **hoya** » Sun Feb 05, 2006 6:19 am

aphex wrote:Selectron sent my laptop back with scratches all over the back of the LCD (none of which were there before). Took me about 20-25 minutes of cleaning, but i got them all off..

Solectron also scratched my cover, but I wasn't able to remove the scratches because they were actually gashes made by a screwdriver or some other sharp object.

I sent it back to them and they replaced the entire top cover, though it was a big hassle.

overall, EZServ is THE WORST! I don't know how IBM gets such high marks for service in Consumer Reports and PC Mag.

o1001010 · #20 Post by **o1001010** » Sun Feb 05, 2006 7:22 am

hoya wrote:Solectron also scratched my cover, but I wasn't able to remove the scratches because they were actually gashes made by a screwdriver or some other sharp object.

I sent it back to them and they replaced the entire top cover, though it was a big hassle.

overall, EZServ is THE WORST! I don't know how IBM gets such high marks for service in Consumer Reports and PC Mag.

because it is Selectron, and Dell bribed them to screw up so bad so they can be more like Best Buy

Note from Moderator: Deleted excessive quoting.

rssb · #21 Post by **rssb** » Mon Feb 06, 2006 1:38 pm

I sent in my laptop for repair as the display was bad. But someone at Ez serv claims that there was spill damage and they sent my machine to some other department. I am 100% confident that as long as the laptop was with me, there were no spills any time. Not sure during transit to the depot if DHL messed it up, or the technician repairing the machine, he himself spilled something on it.

Now I am waiting for my system to show up there and they are supposed to call me.

Seems like after lenevo take over the service has definitely gone bad, in the past whenever i dealt with ezserv, never faced anything like this.

Is there any agency which monitors the quality the service, who can go in and see what actually happens at solectron ?

egibbs · #22 Post by **egibbs** » Mon Feb 06, 2006 3:56 pm

Actually, yes.

I just checked their web site and ISO-9001 registration is mandatory for all of their locations. That means their quality system is audited twice a year by a thrid party (registrar).

If you have a valid customer complaint, AND have worked through Solectron and IBM's internal channels without receiving satisfaction, the LAST step would be to write a letter of complaint to the Solectron facility's Management Representative (the member of senior management responsible for the quality system) and copy thier registrar on it.

I can pretty much guarantee that will get attention. Whether or not it will get results will depend on the merits of your case, but it will definitely get investigated.

Ed Gibbs

DIGITALgimpus · #23 Post by **DIGITALgimpus** » Mon Feb 06, 2006 4:31 pm

egibbs wrote:Actually, yes.

I just checked their web site and ISO-9001 registration is mandatory for all of their locations. That means their quality system is audited twice a year by a thrid party (registrar).

The problem with ISO-9001 is that it doesn't ensure that the customer is happy. Just that they meet standards they set. If their standards are to process all laptops within 48hrs, and have no case older than 3 weeks. Then they pass. It doesn't say the customer must be happy with the service.

ISO-9001 is great, but not perfect. It has nothing to do with customer satisfaction. Just efficency, and "quality" (which is subjective).

If you have a valid customer complaint, AND have worked through Solectron and IBM's internal channels without receiving satisfaction, the LAST step would be to write a letter of complaint to the Solectron facility's Management Representative (the member of senior management responsible for the quality system) and copy thier registrar on it.

I can pretty much guarantee that will get attention. Whether or not it will get results will depend on the merits of your case, but it will definitely get investigated.

Good luck on that one. I doubt anyone would even read it, as YOU are not a Solectron customer. IBM/Lenovo is. As long as IBM/Lenovo are satisfied, you by default are (doesn't matter if you disagree).

That's really the key problem. Customer opinion doesn't mean anything to Solectron. As long as IBM/Lenovo is happy, no problem.

I think what needs to be done is people should make a stink until their case is resolved. If enough people stand up to bad repair jobs, IBM/Lenovo will no longer be satisfied with Solectron... THEN change will happen.

The problem with your suggestion is that your not a customer. Your not even an involved party for all intents and purposes.

We the customers aren't in this equation as we aren't solectron customers. Lenovo is. That's the bottom line.

Let lenovo know if repairs suck. Call and complain, and don't stop until your sure they got the message.

Lenovo doesn't want a bad reputation after spending so much to get the IBM line up. If Solectron is going to ruin their investment... they will do what's necessary to fix the problem.

Unless people really stand up and give them feedback, they assume there's no problem.

noghri · #24 Post by **noghri** » Mon Feb 06, 2006 5:27 pm

Quick update: My machine never went to NC, its still at Solectron in Memphis. I had written a letter to both IBM and Solectron and apparently the letter to Solectron had gotten a significant response (I got a call from Solectron's IBM Account/Program Manager and there are quite a few "recheck" notes on the case). The engineer I was speaking with in NC said that he is pretty sure the folks at Solectron who have it now, know what they are doing and that they wanted the opportunity to fix it one more time. So right now, they've apparently done some repair to it and reimaged it today, which at least bodes well for it being delivered in working condition. When/if I get another update I'll let y'all know.

rssb · #25 Post by **rssb** » Mon Feb 06, 2006 5:35 pm

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.

pramit · #26 Post by **pramit** » Mon Feb 06, 2006 7:47 pm

o1001010 wrote:Too long to quote, but this is in regards to o1001010's message posted: Wed Feb 01, 2006 12:55 am starting with "in response to the Pramit nairi"

Buddy, you really need to take it easy before calling me "a major impatient ididot." and using alarmist language like "he also acts like a terrist [sic] by calling the media on it."

To address your concern that I might have overlooked issues on my end like "bad power outlet, bad power cord, is he near a strong magnetic field", yes, I did check all of that. You may be under the assumption that I'm a novice at this whole computer thing and that I am one of those guys that thinks the Eject button opens a cupholder in my computer, well... sorry to burst your bubble, but I'm not one of them. I've been doing this computer thing for a whille now, probably longer than you've been on the planet, and know very well what I'm doing and whether the issue is on my end or it's actually faulty equipment.

All said, o1001010, you can be content with how IBM gives you the runaround and that's fine with me. I'm not judging you or calling you a 'terrist' [sic] based on your actions, and I would appreciate it if you did the same.

Finally, IBM needs to get some kinks in their depot service sorted out, and if it means that owners complain and push them until they take notice, so be it. I chose to do things my way, and it seems like many more people are doing things similarly. Hopefully the situation will be solved and we can all look back at this and pass it off as a bad patch.

noghri · #27 Post by **noghri** » Tue Feb 07, 2006 11:06 pm

Another update. Stop me if you've heard this before. So got the machine back today, which is somewhat impressive considering that it was still being reimaged when I called yesterday at 5pm EST. So everything looked like it was in generally OK condition- the top of the LCD cover and the bottom of the machine are pretty scratched up and it appears someone wrote down my case number on a sheet of paper on top of the machine with a non-working ballpoint pen as its scratched into the surface. Anyway- inventory shows they replaced the System Board, Hard Disk, Keyboard, Palmrest, LCD Cover (the interior frame I assume), Hinge and an LCD part. So, it booted, and started OOBE- then a pop, an acrid smell and nothing. I'm guessing something on the system board was unhappy. It was running on battery, so I plugged it in and tried to restart. Nothing. Arrrrggh... so looks like it will have to go back in *again* this time for visit number 4. This is seriously frustrating.

hoya · #28 Post by **hoya** » Tue Feb 07, 2006 11:59 pm

noghri - you need either a refund or a replacement machine. my T42 made three trips to Solectron and when it failed again I called and told them to escalate my call. I finally got through to a "resolutions specialist" at IBM, not Lenovo, and just received a check for the full amount of the laptop that I returned.

Navck · #29 Post by **Navck** » Wed Feb 08, 2006 1:08 am

Guys, don't make me start about horror storys about Dell tech support okay? There are some companys which make you send your laptop out for 6 months and you get it back in a worse condition.

rocky01 · #30 Post by **rocky01** » Wed Feb 08, 2006 2:52 am

Wow, this is all outrageous without exaggeration and I for one am dismayed that ppl are so calm and philosophical about IBM laptops being damaged at the repair facilities.

If and when I ever have a problem needing attention, a chill will go up my spine.

EzServ Horror Story (T42p, Ongoing)

EzServ Horror Story (T42p, Ongoing)

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