Sent T42 for Mobo replacement - problems

[icantux]

I'm in a pickle.

I sent in my trusty T42 (2378-REU) on Jan 24 to Flextronics (Canada) after consulting with a "Lenovo" CS rep who gave me a case number and sent me a pre-paid box for shipping my T42 to Flextronics. That part went well. Since both USB ports were malfunctioning, actually not functioning at all, I was told that the computer would require a motherboard replacement and such repair would take 1-2 weeks since the repair facility supposedly had the motherboards in stock. I received the pre-paid box, packed my T42 and sent it along its merry way.

But here's the problem.
I called Lenovo this morning to inquire on the repair status, provided the rep with my case number, personal details (name, address, phone #) and was astonished at the reply:

"Sir, the case number doesn't exist". ... huh???

I provided him with the waybill number used to send the computer to Flextronics (I have a printout stating the package was delivered and signed for at the repair facility), yet the Lenovo rep told me the waybill number didn't exist either and nothing was showing up on their system. They don't have a record of my machine being at any repair facility....

He then told me that if, in fact, I did send out my computer, then "a motherboard replacement would take 5 or 6 (SIX!!!) weeks because it seems that the part (motherboard) is not available at this time.



Is this at all possible???

Am I screwed here or just getting some run-around???

I've heard "stories" about Lenovo service going down the drain but this is kinda ridiculous!!

[djThinkbad]

U Jokein?
Chill...the same thing happened to me but they later apologized for looseing track of my laptop (t40) and later after some investigation returned it to me unrepaired after 3 months.
I had to create a new case but this time they sent the tech to my house. My machine did get a bit banged up (straches one hindge bent and small cracks on palm rest/keyboard plastics) from all the confusion and three months of storage and I had to let it retire that same year . It went in as a wounded soldier and was returned to me as a cripled old man. So I bought a T43 and will never send it in 4 repair again

[icantux]

Well that's completely disheartening...

Any other number I can call at Lenovo (Canada) that would provide me with proper info on the status of repair?

[djThinkbad]

Well that's completely disheartening...

Any other number I can call at Lenovo (Canada) that would provide me with proper info on the status of repair?

-----------------------------
DISHEARTENING? ok I made changes below:
Chill Out...the same thing happened to me but they later apologized for looseing track of my laptop (t40) and later after some investigation returned it to me unrepaired after 3 weeks.
I had to create a new case but this time they sent the tech to my house. My machine did get a bit banged up (straches on cover/easily wiped) from all the confusion and three weeks of storage and I had to let it retire that same year (sold it in Working condition to a friend, BTW owner is still happy with it) . It went in as a wounded soldier and was returned to me as an old man (scratches on cover like rinkles).
So I bought a T43 and will never send it in 4 repair again

Better??, got a bit carried away earlier with my anger at IBM
No need to worry they will find it Just keep that copy of that shipping lable, cause that is all I had :/

If you are still disheartened, then I suggest you call DHL/UPS and track your package! .

[icantux]

well that's what I mentioned in my original post. I have the copy of the waybill here, checked online and made a PDF of the online shipping status which indicates that the package was received the day after I shipped it to Flextronics. I also have a digital copy of the signature.

Lenovo, on the other hand, can't find my "case No." and says that the repair center never received my package.

I'm calling a different number to find out exactly what's going on here. I'm getting peeved - big time

[djThinkbad]

well that's what I mentioned in my original post. I have the copy of the waybill here, checked online and made a PDF of the online shipping status which indicates that the package was received the day after I shipped it to Flextronics. I also have a digital copy of the signature.

Lenovo, on the other hand, can't find my "case No." and says that the repair center never received my package.

I'm calling a different number to find out exactly what's going on here. I'm getting peeved - big time

Also if u have time, Call IBM again and ask the rep, NO WAIT actually demand to the rep to let you talk to the manager. Once connected tell the manager your concern,_>> he makes a record of your comments,->> investigates your case (HIGH PRIORITY), then ->>calls you back with positive results!!!

[the.vert]

You might want to call Flextronics directly as well their number is 905-952-1000.

[Puttagee]

You might want to call Flextronics directly as well their number is 905-952-1000.

I second that, call Flextronics and see what they have to say. Maybe Lenovo's records got screwed up some how....

Good Luck.....

[icantux]

Thanks for the suggestions fellas.
No luck!

Flextronics won't divulge information stating I must contact Lenovo for all information regarding repair status.

I called Lenovo once more to confirm the validity of the case number. This time, however, the rep simply gave me a new case number and repeated that which the customer service representative stated when I initiated my service claim (the motherboard is to be replaced and it should take no longer than 10 business days). He also mentioned someone would contact me with a repair status. No calls, no correspondence.

Oh well, I'll wait out the 10 business days. If I hear nothing, the s**t will hit the fan. I have every call documented, courier receipts...

This really sucks!! I should just demand my computer back in whatever state of (dis)repair it is and just fix it myself - probably get the parts on e-bay faster than the Lenovo using all the sophistimacated (!) power of their ordering/processing system!

[djThinkbad]

Thanks for the suggestions fellas.
No luck!

Flextronics won't divulge information stating I must contact Lenovo for all information regarding repair status.

I called Lenovo once more to confirm the validity of the case number. This time, however, the rep simply gave me a new case number and repeated that which the customer service representative stated when I initiated my service claim (the motherboard is to be replaced and it should take no longer than 10 business days). He also mentioned someone would contact me with a repair status. No calls, no correspondence.

Oh well, I'll wait out the 10 business days. If I hear nothing, the s**t will hit the fan. I have every call documented, courier receipts...

This really sucks!! I should just demand my computer back in whatever state of (dis)repair it is and just fix it myself - probably get the parts on e-bay faster than the Lenovo using all the sophistimacated (!) power of their ordering/processing system!

I REPEAT

Also if u have time, Call IBM again and actually demand to the rep to let you talk to the manager. Once connected tell the manager your concern,_>> he makes a record of your comments,->> investigates your case (HIGH PRIORITY), then ->>calls you back with positive results!!!

[icantux]

Just an update to anyone interested:

I've since spoken with a regional supervisor of Lenovo and had the issue addressed properly. The new motherboard for my T42 is already in the hands of the technicians and I should receive the system by this Friday.


EDIT (Feb 13):

Received the computer by overnight courier. New motherboard in place ... computer seems more "solid" than before (perhaps it loosened up over the years of usage). Everything's in place - no scratches, not even any outward sign the system was ever taken apart. Really nice job by the folks at Flextronics.

The fan is SUPER quiet, much quieter than the one on original board. Need to put the system through its paces to fully test it.