Thinkpads Forum

primedude wrote:It used to be the case, even for a while after the sale, that you could email Sam Palmisano at IBM in a situation like this, and an appropriate manager would help resolve matters. Has anyone used the form lately to try to resolve problems with Lenovo?

I just sent a message to him. I don't expect much from getting his reponse. But I have to do what I can do.

Just ask for you case to be escalated to a higher power...

I would also forward the e-mail from IBM SG to the escalation manager...

Ken Fox wrote:

primedude wrote:It used to be the case, even for a while after the sale, that you could email Sam Palmisano at IBM in a situation like this, and an appropriate manager would help resolve matters. Has anyone used the form lately to try to resolve problems with Lenovo?

Hard to imagine how this could hurt, but also a bit hard to imagine how it would help. It would be sort of like complaining about that Lexmark printer you bought last month. Like the Thinkpad line, IBM used to own what is now Lexmark.

Of course, you could email Mr. Yuan Yuanqing of Lenovo; how's your Chinese?

You know I am Chinese.I can write a Chinese letter to Yuan Yuanqing for sure. But I do't think it's gonna work.I can imagine that they will only pass the bucket back to US repair center.

BTW: How much it's gonna cost me to replace it myself? I searched on ebay, for 14" sxga+, someone offered 270$,not including labor and shiping cost

Labor is usually around $100...

zhoncheng82, what size screen do you have? I found a 14.1" replacement screen on ebay. Click here

Never mind. After I posted this I noticed you found one on ebay.

You can ge the lcd's yourself if necessary, if all alse fails from other supplies, several actually, for less than half of Lenovo's price.

Lenovo can be tough on these issues, seems like IBM was more ready to please.

IBM Singapore has mentioned that it is a defective LCD just by looking at the pic, then i don\'t see why you need to go about changing and wasting your money on a new LCD...!

BTW: I have forwarded the original email to you...

If you need someone to do it for you, I will install a new screen for $25 if you buy the screen and foot shipping both ways.

I work for Circuit City and refurb laptops all day long. It's nothing for me to take 3 laptops that are busted and merge them into 1 or 2 workable machine with extra parts. I have serviced Sony, Compaq, HP, Toshiba, Everex, Averatech, Asus and now Lenovo units. There is no major trick to it. Just time, patience, skill and knowledge.

If IBM agrees to fix your unit, then great. If not, I will offer a full warranty against labor and parts for a period of 40 days post-install to ease your mind.

Today I got my laptop back unfixed.But I got an e-mail from anthoer guy from lenovo.His title is Excutie Customer Relationship Manager.He asked me to send the laptop back to him for re-evaluation. Today I just had the laptop at my home for 20 minutes and then DHL pick up the return box.

I don't know how much it will cost for over-night service from DHL.Maybe theses 2 back and forth will cost IBM 100$. Why IBM likes to play around with DHL and refuse to replace the LCD for me? I think the LCD cost for IBM is 300$ at most. Can IBM caculate this?

zhoncheng82 wrote:I don't know how much it will cost for over-night service from DHL.Maybe theses 2 back and forth will cost IBM 100$.

Don't look a gift horse in the mouth!

James

Just my 2 cents... after viewing this posts for some time... I feel that through my experience, it also took me over 1 month to get my problem fixed - "failed HD". A lot of frustration and a waiting game was at hand due to continued escalation and review.. but in the end, Lenovo Cust Service fixed my problem and even compensated me for the time I had no computer (upgraded my HD to 100GB 7200 and extended the warrenty for the time I had no comp). I feel it is one of the best service compared to others (even though I had to wait)... Frankly I don't know how they keep up a profit margin by doing this - quick DHL response/ compensation etc. but I am very happy that I stuck with my T60. Just wait it out a bit more... other companies would probably wouldn't even consider fixing the LCD problem... kudos~

about the title "unfairly"? - maybe it might be in your case... but seeing that there are probably others out there who is using the system to their advantage... it's rightfully so that lenovo takes their time... whether it is economical I'm not sure.. but it will deter others who wrongfully take advantage from getting their way... in the end better for "US" consumers... (I am not a lenovo rep.. but being in the business I understand both sides...)

Great news for me! Finally I got my laptop fixed. Last week, I sent several letters to some senior vice president of IBM. Surely I did not expect any of them will reply. To my surprise, one vice president who is in charge of marketing and strategy.He did answered me!And helped me to forward my email to lenovo. One day later another excutive customer relationship manager contacted me and asked me to send my laptop back to lenovo again.

Today,I got my laptop back and the LCD is replaced. I checked,there is no dead pixel on this new screen. This issue lasts about 3 weeks.My effort finally pays off! I hope this laptop could last forever

Thank you all who helped me before and gave some advice to me.

Thank you!

wow...congrats!

@zhoncheng82,

Does my email work?

Anyway, you can do a thinkpad dance and shout yayyy yayyy yayyy!!! Congratulations.

你 做 得 很 好。Translation: you have done it well...

zhoncheng82 wrote:Great news for me! <snip>

Today,I got my laptop back and the LCD is replaced. I checked,there is no dead pixel on this new screen. This issue lasts about 3 weeks.My effort finally pays off! I hope this laptop could last forever

Perhaps an edit to the thread subject (title) would be appropriate?

You mean like hanging a *Resolved* on the end of it?

carbon_unit wrote:You mean like hanging a *Resolved* on the end of it?

Taken care of.

James