Another Disillusioned ThinkPad User

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Dodge DeBoulet · #1 Post by **Dodge DeBoulet** » Fri May 18, 2007 6:31 am

I've used Dell laptops for the last six years, but after hearing so many great things about the ThinkPad line, I took the plunge and switched.

I'm regretting that decision.

I ordered a T60 a month ago, and received it two weeks ago. Since then, I've experienced the following problems:

Hung hard 4 times - can only reset by hardware power-off
bluescreened 4 times
Random and various video corruption issues with both internal and external displays
My Blackberry won't function as an EVDO modem unless I have the laptop plugged into AC

Suspecting a hardware issue since I'm using nothing but the latest IBM/Lenovo stock drivers and userland-only applications, I contacted IBM/Lenovo for support. Remarkably, they didn't have any record of my 3-year on-site warranty, so I spent 90 minutes being shuttled between various departments along with IBM Global Advantage Leasing trying to clear that up. I thought that was taken care of Tuesday, but after receiving no follow up from service dispatch, I called again yesterday to find out that the service request was canceled and that my warranty information again reflected only the standard factory warranty. I spent another hour on the phone with them trying to get it all straightened out AGAIN so that they can schedule a visit for today (Friday). I never had anything like this runaround when I dealt with Dell.

While the T60 seems to be a well designed laptop and offers all of the features I need in a reasonably-sized unit, I'm very much regretting my decision to jump from the Dell fold. The finest engineering in the world is useless if the execution sucks.

On the bright side, I'm the only victim in my company; based on this experience, I won't be inflicting my staff with ThinkPads.

#2 Post by **jdhurst** » Fri May 18, 2007 7:45 am

If the laptop is truly stock (out of the box) then there is a hardware problem. I would say "send it back". ... JDH

crazyfrog · #3 Post by **crazyfrog** » Fri May 18, 2007 8:34 am

It is a typical memory incompatible issue. Try to find a pair of matching 1GBx2 memory. Before you get them, take one ram out.

#4 Post by **RonS** » Fri May 18, 2007 9:30 am

I'm very sorry to hear about your terrible experience with Thinkpads and IBM/Lenovo. Once I'm let down like that, that's it -- I never go back.

But my experience has been exactly opposite... We shelved the Dells and have been happy Thinkpadders for ever since.

Dodge DeBoulet · #5 Post by **Dodge DeBoulet** » Fri May 18, 2007 9:32 am

jdhurst wrote:If the laptop is truly stock (out of the box) then there is a hardware problem. I would say "send it back". ... JDH

I've spent days installing the software I use on it, which I'll have to re-do with a new laptop.

The service tech that is *supposed* to be arriving today will be bringing a new motherboard at the very least. If that doesn't resolve the problem, though, it's going back . . . regardless of the pain and suffering I'll have to deal with because of the lease.

Dodge DeBoulet · #6 Post by **Dodge DeBoulet** » Fri May 18, 2007 9:35 am

crazyfrog wrote:It is a typical memory incompatible issue. Try to find a pair of matching 1GBx2 memory. Before you get them, take one ram out.

Mismatched memory will prevent my Blackberry from staying connected while the laptop is running on a fully charged battery? Remarkable.

The above notwithstanding, the SODIMMs have been removed and examined. They're the same FRU, from the same OEM, and purchased from IBM/Lenovo along with the laptop. If they're mismatched, it's at the molecular level.

crazyfrog · #7 Post by **crazyfrog** » Fri May 18, 2007 9:57 am

You may unfortunately recieve a lemon, but the reputation of Thinkpad is not buit upon a few satisfied customers.

Just be a little more patient, and see if the service tech will solve your problem by replacing the motherboard.

Jarko · #8 Post by **Jarko** » Fri May 18, 2007 2:27 pm

I had similar problems with my new T60.

Called the IBM/Lenovo service, and they picked the unit up. A week later I got it back with new fan and motherboard. Everything has worked fine since.

I had blue screens when inserting CDs or DVDs, crashes when running 3D software and freezes when changing power management mode.

nekt · #9 Post by **nekt** » Fri May 18, 2007 7:17 pm

Jarko wrote:I had similar problems with my new T60.

Called the IBM/Lenovo service, and they picked the unit up. A week later I got it back with new fan and motherboard. Everything has worked fine since.

I had blue screens when inserting CDs or DVDs, crashes when running 3D software and freezes when changing power management mode.

Was this with the service plan? I did not get the same service and wont ever by one of these again.

Dodge DeBoulet · #10 Post by **Dodge DeBoulet** » Fri May 18, 2007 9:12 pm

Service tech arrived at 3pm today, after telling me that he might not make it to me. Once I heard that, I let Lenovo know that any arrival other than this afternoon would be unacceptable, and the laptop would be returned. To their credit, they worked with the servicing company (Qualex) to make sure I was bumped up the priority list.

It took 3 hours for the service tech to dismantle the T60, replace the motherboard, reassemble, discover an extra plastic piece that had no obvious home plus 5 or 6 leftover screws, then disassemble the unit again in an atttempt to locate where the missing screws belonged. He finally got it back together around 6PM, still with the small plastic piece left over. We guessed it was simply some shrapnel from another manufacturing process and didn't really belong to my ThinkPad.

The T60 seems to be working OK at the moment, but the real test will span the next week as I use, suspend, and again use the laptop daily while on business in NYC.

More news as it develops . . .

zappb · #11 Post by **zappb** » Sat May 19, 2007 7:11 am

that sounds like fantastic service
that plastic sharpnel is worrying though - let us know how you get on!

Jarko · #12 Post by **Jarko** » Sun May 20, 2007 6:48 am

nekt wrote:
Jarko wrote:I had similar problems with my new T60.

Called the IBM/Lenovo service, and they picked the unit up. A week later I got it back with new fan and motherboard. Everything has worked fine since.

I had blue screens when inserting CDs or DVDs, crashes when running 3D software and freezes when changing power management mode.
Was this with the service plan? I did not get the same service and wont ever by one of these again.

Was what with the service plan? Fixing a broken machine? Weird question...

I can't understand how you didn't get your unit serviced. It's obvious the machine was somehow defected in my case. Just rare bad luck to get a broken T60 i guess. I was very pleased with the service. Maybe it has something to do with me living in Finland. We have better service here?

perry_78 · #13 Post by **perry_78** » Sun May 20, 2007 5:10 pm

A friend had his motherboard, keyboard, hardrive and optical replaced, and ram upgraded for free due to the inconvenience.

I don't see why they didn't just ship him a new one. Two weeks later this same machine was on its way back for repair due to hangs at boot.

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