T61 Repair/Return HELP!.. what are my options?

[rukiri]

So, I ordered a T61 on March 25. It arrived June 15.

The next day I noticed a hissing problem when the machine was running off the battery, as well as freezes/lockups. I called tech support, and the gentleman I talked to seemed familiar with the problem and offered a repair order for me to ship it in. I agreed.

A few days later they call me saying they have my machine and wanted some more details about what was wrong with it. I told them what I knew and the tech said they'd look at it again.

The next day I notice my repair status says "on hold for customer information" so I call in. The tech I talked to says it's actually not a hold for customer information, but a billing hold and transfers me to the billing department. I talk to the lady there and she tells me my machine is out of warranty. I tell her I bought it a few weeks ago. She puts me on hold and comes back saying it was a mistake and they'll get my machine fixed right away.

The next day I notice my repair status says "on hold for parts, estimated arrival: none provided." That sounds bad, so I call. It turns out the mainboard needs to be replaced, and they are not sure when it will come in. In a few days? Weeks? They can't tell me.

At this point, I'm a little tired, and start to feel like I bought a lemon. I ask him if I can just return the machine.

"I'm sorry sir, I don't understand, return where?" he says.

"Return it, give it back, cancel it, get my money back?" I reply.

"I'm sorry sir, I can't do anything like that. Do you want me to cancel the repair order?"

"Can you transfer me to someone who can tell me if I can return it?"

"Yes, sir." *click* and the hold music plays, and plays, but not for too long.

A young gentleman picks up, and I tell him my story. I got my machine around early june, it's been in repair almost since I got it, and now I'd like to return it. He says he can do that, but i'll have to pay a 15% restocking fee. I ask him if he can waive it, since my machine's been in the shop since the day after I got it. I hear that "sorry" word again that I've since learned actually always means "no." I tell him I'd like to cancel it because I don't know when I'll get it back, and I'm planning on ordering a new one once I can return it...

"A rebooking?" he interrupts with a tingle of enthusiasm in his voice.

"A what?"

"If you want to return the machine to order a new one, I can waive the restocking fee, but it might not save you any time. The lead time on a new order is about 3-4 weeks."


and thus, my dilemma...

It seems like I can either

a) Just wait...

b) call the repair center and ask them to send it back, then call the tech guy again and get an RMA, then rebook the deal on the spot?

c) do I have any other options?

[andyP]

I think you have one other option:

d) kick [censored] and create merry hell, be polite but don't take "n"o for an answer.

"nilegitemei karburundum" - when I remember my latin correctly - in plain english "don't let the bas....s wear you down"

[ryengineer]

I suggest you give them sometime to fix things up for you.

[XIII]

Random Freezes on battery is a common symptom on all T61. It is a software problem caused by conflict of Intel Matrix Storage Driver with Vista PM API. Uninstall Intel Matrix Storage or delete the parameter under iastorv under regedit and you should be good.

[GomJabbar]

Random Freezes on battery is a common symptom on all T61. It is a software problem caused by conflict of Intel Matrix Storage Driver with Vista PM API. Uninstall Intel Matrix Storage or delete the parameter under iastorv under regedit and you should be good.

It might have been worthwhile investigating this when he still had the T61 in his possession. At this point though, if I was him, I would not take it back just to see if this would work. Especially so since the Repair Depot said it needs a new mainboard.

If it was me, I would go for a new T61 if that was an option.

[barrywohl]

First of all, your return for credit of a not properly working Lenovo ThinkPad is secure for twenty-one days from when Lenovo shipped it.

Assuming your machine was shipped about June 12th, 2007, you have until July 3rd to exercise this option.

I would call Lenovo Sales today, give them the repair case number, explain the situation and ask for return for full refund. They will issue you an RMA good for ten days. Then get the machine back from Depot Repair and return it.

If you get your machine back from Depot Repair after July 3rd and still want to return it for credit, you have to get the return authorizaed by a higher level of Lenovo Direct customer service. That's what happened to me and, all along the way, everyone treated me very well.

As I understand it, although it seems like "Lenovo" to us, we're really dealing with four different companies that do business with each other:

Lenovo USA, the Chinese manufacturer's US arm
Lenovo Direct, the on line sales company renting Lenovo's name for sales purposes.
the depot repair people
IBM EasyServ telephone support.

You bought the machine from Lenovo Direct who bought the machine from Lenovo. You used IBM EasyServ to try to get it fixed over the phone who told you to send it to the depot repair company for repair. Since they all work together, it usually gets the job done for us, but when you realize the differences, it helps get through the maze.

I bought a Z61p on January 30th. I got it mid-February, but it had a problem with locking up from electro-static discharge from day one. It took a bit to trouble shoot to determine that electro-static discharge was the problem but I finally proved I could get it to lock up with no hard drive installed, with either DIMM installed, and with the o AC adapter not connecteded to line power, and with any of four different AC adapters.

After a failed fix at depot repair, and as a result of a contact on this board, Lenovo US got involved. Engineering worked on it and improved it but didn't cure it. They were able to replicate the problem. In May, after having the laptop away for about half the time since February, and with no guaranteed solution, I asked for a full refund. I got it with no problem.

I'm now hoping to try the T61p 15.4" WUXGA as soon as I can.

Calll IBM EasyServ and ask for the phone number for Lenovo Sales so you can get an RMA to return the machine. I bet it is smooth sailing. It was for me.

Barry

[rukiri]

I actually did do a fair amount of research about the problem when I had it. There's a thread around somewhere about it.. I actually tried a number of solutions, including uninstalling the Matrix Storage Driver and still got the freezes. Never a BSOD though.

Thanks for the detailed reply barrywohl. That's actually a little different from what the csr I talked to said, but that was probably just him. He knew the machine was defective since day 1, but told me that unless the repair depot labeled it as a return-needed machine, I would have to pay the restocking fee. I was unsatisfied with that response, and tried to call again this morning actually, but was on hold for literally 2 hrs before I gave up! It was ridiculous!!

The number I was given to call was

1-877-999-7115 ext. 1

Is that right?

If I ever get through, I'm going to not hang up till I get an RMA # with some kind of written (e-mail?) promise of no restocking fee.