IBM Warranty Service

[own6volvos]

For those of you guys who have been unlucky enough to break your IBM laptop down the line of service, what was your experience like dealing with the mail-in service? I have seen some absolute horror stories with laptops being sent back multiple times, each time the laptop arriving in worse conditions, and other times I have seen reports of very fast turn around and very happy customers.

What has your experience been like? If you could, just don't click on the poll, but describe your situation a little bit.

[leif]

I just got my T43 one week ago. Every thing is ok.

Before this machine I used a HP B3810AP. There is something wrong with its USB port but fortunely it didn't my normal work. I ask the service some problems but never have my machine fixed. There two reasons, one is time, the situation you motioned is another one.

[tfflivemb2]

I picked up a T30 that I thought may have had the video cables come loose during shipping, because the screen garbled when pressure was placed on the lower portion of the back of the display.

Instead of opening it up, which I would normally do, I sent it in for repair since it was still under warranty for another 30 days. I emailed IBM through the warranty page, then I went to the grocery store. When I got home from the store, there was already a voice mail message waiting for me. I called the number back and was on hold no more than about 15-20 seconds. I spoke to a rep that just wanted to confirm the problem that I was having. They sent me a box overnight. I packed up the laptop 2 days later and sent it in (Friday). On Monday, the warranty status was listed as waiting for replacement part. I got it back on Thursday...not bad considering there was a weekend in there. It was returned in pristine shape.

My only complaint was that I am not sure which part was replaced. The paperwork that was returned was vague, but I think that the display was either replaced or cleaned quite well. The LCD also appeared brighter, again leading me to believe that it was replaced. Either way, the problem was taken care of. I just would have liked more information.

Overall rating on a scale of 1-10....9.5

[DIGITALgimpus]

Last time was absolutely terrible.

Exective Relations had to step in and resolve it (and even that process took about a month).

[dr_st]

Cross-post:
http://forums.notebookreview.com/showpo ... ostcount=2

As long as it's not a cross post within these forums, I don't mind! - K. Eng

[noghri]

I'd kind of vote "All Of The Above." I've owned 6 Thinkpads going back to my 720C. All but one have at some point in their lifetime needed service for something or other (usually minor). Currently I have a T42p and a T40. The 42p is the subject of my current support nightmare (that seems like it may be getting a bit better) and my T40 has a flex issue that I really don't want to send in until I get my T42p back (seems to be under/to the right of the palmrest-and yes, I have picked it up one-handed a few times). Overall I think IBM and Lenovo's service is quite good, its just tough to break though to them- Solectron is... how do I put this.... not very good, and it seems that escalation through the normal IBM Thinkpad support 800 number just keeps getting my system sent back to Solectron. If you complain to others however, it seems like your case will get in front of the right people and the right techs.

[hoya]

Solectron replaced the Mobo on my T42 3 times in 4 weeks and I finally called them and said "ENOUGH" after it failed again. they eventually put me through to executive relations but I still have not received a refund for my unit, and it's been over a month. I disputed the charge with American Express but this is still a hassle.

[wolfman]

When I wanted a replacement for my A21m, I originally bought an R40 2681 model that came with a free docking station. Unit arrived and dock wouldn't work. Called IBM, new dock arrived the next day. It didn't work. Called IBM, tech went through a number of things, next day a new dock arrived. The third dock did not work, but this dock was one they specifically tested before sending out. I then noticed the laptop was losing time. The IBM tech said the motherboard should be replaced. I was within my 30 day money back warranty period, so I called IBM and explained what was going on. The sales guy said no problem if I wanted to return the unit, which I did. Instead I purchased an R40 2896 model (which I've had no problems with knock on wood).

So that was original shipment of two units (plus return shipping on one) and to and from shipping for 3 (free!) docks and no charge to me for shipping any of it. All of it was turned around with plenty of time for me to decide to return in my 30 day window. I'd say that's outstanding service and all I could've hoped for. The topper was they sent me (free) recovery cd sets for both machines upon request.