How to submit service request; for embedded controller fixes

[redchair]

I'm recycling this topic to post directions on how to submit a request to IBM/Lenovo to produce a meaningful embedded controller update. Namely, to fix the pulsating fan problem or to include greater tolerance for 3rd party hard drives (2010 error).
The R50 and T40-T42 notebooks had the pulsating fan fixed in 2004 with version 3.03 of it's EC software. The fix is very simple: in software, change the update interval from 5s-30s, there is no good reason why this has not been done in EC 1.05.

1) Register your ThinkPad. IBM/Lenovo only accepts requests if you register your notebook. (Start Menu > Programs > Access IBM > IBM Registration)
2) Go to http://www.ibm.com and enter your model and type number into the search field in the upper right (ex. 2668M3U)
3) Click what is probably the first result (ex. 1. Lenovo Support & downloads - ThinkPad T43 2686-M6U support) http://www.lenovo.com/think/support/sit ... yle=lenovo
4) On the left side of the page, there is a link that says "Submit a request"
5) On the next page select your region and your "brand": Notebooks and Handhelds.
6) Read about the support process on the next page and press continue
7) On the next page, create an IBM ID if you don’t already have one (a username and password)
8) Log into the IBM Electronic Service Call system and select “Place a Request” from the menu on the left.
9) On the next page, choose your request type. I chose “Hardware repair activities” [I will choose “information” the next time (see below)] for my pulsating-fan-fix request, and Sub-request type of “Repair/Fix hardware product”. The system asks for your name and phone yet again: it’s stupid, but after the next few steps IBM _WILL_ give you a telephone call about your problem.
10) Enter a problem statement: they give you a WHOLE 150 CHARACTERS to get the conversation started: I used:
“T43 Embedded Contr. 5 second pulse fan problem, like T42. T43 EC 1.03-1.05 STILL has the problem; EC 3.03 on T42 has a fix (5 s update > 30 s update)”
11) Press submit at the bottom of the page, if it is after-hours weekdays, or any-time weekends there will be an option to request the call back to be done the next business day.
[Note: Today is Saturday. I requested that the callback be done the next business day (Monday) but I JUST got a call back 5 minutes ago. They must have me down for a better service plan that I thought.]
12) Press submit again and wait for your callback.

ABOUT THE CALL: 2006-02-25 ~11AM EST The representative was very cordial and he said he was with IBM was located in Atlanta, GA [USA]. He requested the nature of the problem, and I said it was the fan (pulsating noise, always on, and noisy). He suggested that I send the ThinkPad to a local authorized service provider.

I made it clear that I was concerned with the pulsating problem only and that it could only be fixed by IBM/Lenovo itself with firmware (with an embedded controller program update). I specifically mentioned the problems people were having on this forum on thinkpads.com, and that people were returning the notebooks due to the problem.

He replied that since people were returning the notebooks, IBM Sales should be making a record of why people were returning the notebooks and that information would be forwarded to engineering eventually to fix the problem. [This requires way too much faith.]

I mentioned that I was trying to report the problem at that moment to have it forwarded to engineering. He said he couldn’t send even an e-mail to engineering. Finally I said people probably buy the notebook and return it without bothering to tell sales why they’re returning it. He would only re-iterate that the information from poor sales would eventually reach engineering and they would fix the problem.

Although said he said I could still send in the thinkpad to get it serviced, I declined (because this is clearly a hardware-embedded-program problem). I thanked him for calling me on Saturday, and basically said “well that’s it, I guess”. He said that the support ticket would be kept open for a few days just in case I still want to send the thinkpad to a service provider.

That was the end of the call. Next time I call:
a) I will try choosing as my request type “information” instead of “hardware repair”
b) I will make it clearer that I want the problem information to be passed along to engineering.
c) I will remind the representative that he has my e-mail address and that I could send him a reward [bribe], like an amazon.com gift certificate, if he went ahead and made extra phone calls to get the information through for me.

I bet IBM service is wonderful if you have a broken display hinge or missing keys on your keyboard, or something that represents “operating out of specifications”. My T43, to him has a problem, but is performing within specifications. IBM/Lenovo does not need to do anything specific to fix the problem until:
a) they identify it themselves (because they won’t even hear it from the customers)
b) choose a convenient time to fix the problem (which will most likely be never)

Anyone know of any computer companies that actually have a forum on their site with the engineers taking part in the discussion?

///////REFERENCE////////
http://forum.thinkpads.com/viewtopic.ph ... highlight=

I installed the inofficial embedded controller bios 3.02 on my Thinkpad T40p 2373-g1g (7/2003). It doesn't solve the fan problem completely, but improves it a lot!

In medium fan-speed the 5-sec pulse is gone, but sometimes you still can hear the accelerating of the fan (every 30 seconds or so). Improvement at least 90 %.
If the fan runs full speed you still can hear the 5-sec pulse, but it seems much more quiet.

[mg]

The following is just wishful thinking: maybe they're actually recalling the versions to include the changes we have been talking about. Most likely they are trying to fix some terrible problem.

My guess would be that it's probably more likely that it's not installing properly on some systems (based on the comments in the README). Because changes have been relatively conservative in the last few revisions (somewhat understandable, considering how much can go wrong). And, I guess, the differences in the EC firmware between the different models are probably not that big for that reason. What would be cool is if some Lenovo engineers would join our effort if management doesn't have the guts to let the firmware improve.

[redchair]

I admire mg's efforts at this thread: http://forum.thinkpads.com/viewtopic.php?t=20958. However my knowledge is only basic. I wonder how someone came up with a source-equivalent [decompiled] version of the IBM T43p EC firmware. I have looked through the source posted in your thread, but I can't be of much help.

To speed development, I wonder if anybody has purchased and used the Renesas EVB. The next link is for a 2166 model, the closest thing to a 2161 I could find. http://america.renesas.com/fmwk.jsp?cnt ... s/3dk2166/
Of course, all of the thinkpad hardware is not included, so it's probably not that useful.