Lenovo T60P Support Nightmare: BSOD - NMI Parity Check Error
Posted: Wed Aug 22, 2007 8:02 pm
Is anyone else having problems with Lenovo’s fine support? I had a BSOD problem with a T60P, I went around and around with support. The problem was totally intermittent and I was unable to reliably reproduce. I bought the thing because I had several during my years at a major wireless company, and each worked very well (during the IBM) days. I also tried Dell, had no real problems, but the hardward/case was junk.
Anyway, I received the new T60P in June and the day after I recieved it I received the NMI: Memory Parity Check Error. ( Is this the one you got?) I exhaustively ran diagnostics using the very poor PCTools provided by Lenovo.( Is this the one you got?) After a quick Google search I intuited that it was not likely a standard RAM problem, but more likely a problem on the motherboard or with device drivers.
I called Lenovo, got the screener who sent me to tech support, waited 20 minutes and gave up (my schedule is full and my time very valuable to me). Later I called again, waited 30 minutes, gave up. Called in the evening, waited 45 minutes and finally got through. I told him my system was brand new and I want to send it back. He said, "no we have to try to fix it". I was still pliable then and agreed. He told me that it was a memory problem and he would send me new memory. I told him that I was sure that that was not the problem. I aked him if there were any additional trouble shooting we could do, did he have any more effective diagnostics? He said no and he was sure that new memory sticks would solve my problem. I had no choice, I thought so I agreed. He could not see the config of my system and had to ask me what memory I had in my syetem...ya. Ok, sticks arrive next day (wow). I promptly install and reboot. Wrooooooong, BSOD problem reappears after 10 minutes.
Meantime I read horror stories on this and other forums about their depot service, I am determined not to send it in for depot service. Not wanting to WAIT 45 MINUTES ON THE PHONE. I looked and manged to find an authorized service center in San Jose (40 Minute drive). I took it to them, and aked if they had diagnostics for the T60P? No, but let us take a look at it. To their credit they tried to reproduce the problem, but could not. This seemed crazy to me, I had regular BSODs. Anyway, a few days later I picked the thing up.
I had no problems for the next couple of days....problem went away? NO way I know from being a former IT guy that these things never go away on their own. Sure enough BSOD!. I tried to find a reference to this problem and found others having the same, but only one of the them on a T60.
So I called the wonderful NOT customer service at Lenovo. Waited only 20 minutes this time....got a guy who clearly didn't know S**T. He told me that he heard from a guy at the water cooler that heard from a guy....that if I updated the wireless and audio drivers my problem would go away. Right....this implied that others were experiencing the problem as well. So I asked him how knew that his undocumented solution would fix the problem. He said that he had worked with other customers who had this problem and it was solved. I couldn't resist. So how do you know it solved the problem? I asked. Because none of them called me back he said.... I just about bust a gut, so what are the chances that someone calling back to report the problem had not been resolved by you "fix" will land in your queue given that it is a very large help desk center running 24/7? No answer..Duhhhhhh...
I followed his directions...the Lenovo support guys never want to stick around to see if you've successfully finished the "fixes", before signing off. So now the tech was off the phone, I completed the download and install of the drivers. Reboot and BOOM -----BSOD-----. So much for the guy at the water cooler.
So, I called back it was now about 10:30 PM PST, late in Atlanta. I know the don't put the brightest bulbs on night shift, but it doesn't seem to matter with Lenovo from my experience.
TI only waited 35 minutes to get the next highly trained Lenovo support technician... This guy was a gem...I would have fired his a** in two seconds if I were his manager. First, I have to go through the whole deal again. He told me that he had seven years of experience in the call center...blah blah. Still on graveyard after seven years, clearly a high achiever, I thought. Oh, I forgot to say that I updated the BIOS on my own, before the call and still I got a BSOD. And this was the first thing he asked, so I told him everything that we had done so far. I was getting pretty [censored] off by now this guy was worse than the last. He told me that I'd received a LEMON PC. He said I should send it to depot for repair, I told him about what I'd read about the depot repair and he laughted and said he'd heard the same fom cutomers..... Now I'm getting really angry, but holding it back. I said so what do we need to do now, I want to return the computer for a refund, you said it was a lemon. He said it's too late to do that. I said so what next? He said that you need to send it back to depot for a motherboard replacement!!!!!!!! What, how do you know that????? I got no reply. Well, I'm very disatisfied I told him and I want to escalate, and,no, I don't want to talk to your manager (nothing but an shift supervisor these days), I want to talk to the Director of the call center. This guy actually gave me a name of the "Director" so I could call him in the morning, but declined to give me a phone number ...yeah right. He told me that he wouldn't buy a Lenovo he bought a MAC. That's helpful... Anyway I manged to pry his name out of him, but I'll never know if it was really his name. I ASKED HIM WHAT HE WAS GOING TO DOCUMENT IN THE CALL LOG FOR THIS CASE NUMBER? THAT YOU NEED A NEW MOTHERBOARD, He said. When I suggested that other portions of the problem need to be documented and that I'd like to work though some trouble shooting with him the phone line......it mysteriously went....dead. Mind you I was polite and friendly with all of these people.
I later confirmed that there was no log of the call described above.
I got disgusted and busy (out of town) and let the thing sit for a couple of weeks. I talked to a supervisor, sent him a photo of the BSOD, he reviewed the documention on my problem and told me he would send me a new disk drive and fresh installation media. I said OK, but never installed it preferring instead to PUSH HARD for a refund or brand new sytem right out of the box (they want to give you refurbished stuff, don't let them if your system is new).
Now it's out of the return policy window. BTW I read the return poicy once I finally found it buried in their web site (none of Lenovo's managers could tell me what it is and where to find it on their web site. They offered to send me a link or copy of the policy by e-mail.....I'm still waiting 2 months later) The return policy says that you can return the system for a refund, provided that you (Paraphrased: LENOVO RETURN POLICY) RETURN IT IN THE UN-OPENED ORIGINAL CONTAINER WITHIN 21 DAYS.
I started checking the forums and found a post that gave me some direction. It suggested that a Lenovo customer with severe problems may send e-mail directly to Sam Palmisano (IBM CEO) through his web site.
I also called my credit card company Wells Fargo Visa. They love me, so they were more than happy to check into my options and get back to me. Promptly, I was called by a Manger at Wells Visa who asked me a few question and said just send it back. What I said, I have no RMA? She explained that if I send it back to the original shipping address and keep the tracking information they can return my money and go after Lenovo. Wow, thanks Wells Fargo Visa.
I wanted to try going through channels first before pulling the grenade pin, so I sent a polite (as polite as I could be) e-mail to Mr. Palmisano explaining the experience and descibing my experience with Lenovo as the worst customer service experience I have ever had.
In the meantime I prepared to send the T61P back. It failed again and again and this time I took photos of the screen with the Wall Street Journal in the background to mark the date.
Two days later I got a call from Terry McCarthy Executive Relations for Lenovo. He was helpful giving me his phone number e-mail address etc., I sent him some info (he wanted proof of purchase even though I bought it directly from Lenovo), a description of my experience and pictures of the BSOD. He called back a couple of days later and asked me if I'd rather have a full refund or another system. I said refund, but called him back later to see what my options were for a new system (the T61s just came out). He sent me a shipping container, I took extensive photos of my pristine t61p not trusting that they would get it in one piece.
I sent it back I called Terry a few days later and left a VM, He called back a few days later (I'm guessing he has a lot of fires burning). He told me they were sending me a letter to confirm the full refund and I had the option to get another. He has been very helpful so far.
In the meantime I looked hard on the web for another system to buy instead of the Thinkpad. Couldn't find a system that wasn't Dell (they burned that bridge), had the right specs, and was well regarded. I began to think my computer failure experience was isolated, although there is no way around it that the Lenovo support stinks on toast. Except Nacs were starting to look more interesting as is Linux.
I recieived the letter and called him (got VM) to confim and tell him that I might consider another, but I was in no hurry.
I'm glad I'm not in a hurry. Two weeks later he sent me a config they could send me as a replacement, but it had a slower processor less powerful Graphics card. I declined. Three more weeks an acceptable system config is sent T61P. Ok, I also want 4yr. onsite and some other trinkets for my trouble. He sent an e-mail saying he would get back to me a week or so ago. I pinged him a few days ago but have not heard back. That's OK I haven't yet approved the final config. Gives me time to look at other models and really investigate the Mac......Hmmm....And Linux is starting to look appealing for an old BSD Admin like myself.
Bottom line IF YOU ARE BUYING A LENOVO....BE SCARED, BE VERY SCARED and go in with your eyes wide open. The combination of the Vista and its problems with Lenovo could be trouble. I probably wasted and I mean wasted 60 hours or more. Not to mention the frustration level.
I haven't even gone into what a piece Vista Business is. Whoooa.
Sorry for the spelling and grammar, but I need to get going. Good Luck.
