Repairs

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delgross · #1 Post by **delgross** » Wed Jul 09, 2008 9:51 pm

I need some help. I sent my x61 in 6 weeks ago for a problem screen. This machine is less than a year old. I bought a three year warranty. They sent it back 2 weeks later with the wrong type of screen attached. Waited for the box again. Sent it back and waited a week or so. Nothing. I call and get jerked around. Please call back Wed. as the status should update by then. Call Wed and am told that the parts are coming from China and they won't have them till July 11th. This is getting crazy and they "escalate" my problem to some joker named Greg Sxxxx who has been giving me the run around with this real caring voice or just plain not returning my phone calls. This has been going on for over a week now. I spoke with him this afternoon and he said someone would be getting right back with me from technical as my machine had been in testing for two days and failed. Nobody called.... and Greg is now on vacation until July 17th according to his voicemail.

What does someone do in this situation. Does Lenovo or IBM have an ombudsman or something similar that I can take my complaint to. Since it is not very old and the can not fix it even given 6 weeks am I cout of line in insisting the provide me with a new machine? I am getting ready to go away for a month and I am going to have to go buy another laptop if this doesn't pan out real quick.
I live in the USA and don't have my claim number is someone from Lenovo actually follows these forums. Any advice or help is greatly appreciated.

Edward Del Grosso

Note from Admin: Removed employee's last name. Please read the Rules of the Road paying particular attention to the part about respecting others' privacy.

ajkula66 · #2 Post by **ajkula66** » Wed Jul 09, 2008 10:02 pm

Post your story on Lenovo's official forum http://forum.lenovo.com

I'm sure it will be promptly addressed, there are people who take care of such issues, and they are serious players.

Good luck.

#3 Post by **JaneL** » Wed Jul 09, 2008 10:03 pm

But do not post that employee's full name there either. It will annoy me.

delgross · #4 Post by **delgross** » Thu Jul 10, 2008 4:55 am

I sincerely apologize.
ED

delgross · #5 Post by **delgross** » Thu Jul 10, 2008 8:44 am

Just after I blow my top off above the DHL guy shows up this morning with my machine.

I plug it in. Turn it on. Blue Screen of Death. I never even got to use it. I don't know what they did with this thing for six weeks. This just defies my imagination.

I have owned nothing but Thinkpads since my very first laptop.
I am sure none of the other vendors are any better, but I am
just at the point where I would rather someone else screw me over.

Brad · #6 Post by **Brad** » Thu Jul 10, 2008 8:53 am

Is the screen repaired to your satisfaction?

Brad

sktn77a · #7 Post by **sktn77a** » Thu Jul 10, 2008 2:18 pm

Post your story on Lenovo's official forum http://forum.lenovo.com

Title it "Mark - Need your help!"

hellosailor · #8 Post by **hellosailor** » Thu Jul 10, 2008 6:23 pm

Mark, check out http://www.ftc.gov/bcp/edu/pubs/consume ... pro17.shtm and elsewhere on the ftc.gov web site for information on your rights under federal warranty laws. Part of this will depend on what warranty you bought, i.e. do they guarantee depot repairs with 48 hours? Or any period? And do you have that in writing?

I'd suggest that you need to contact a manager at the depot and politely but firmly insist that they make this right, by overnight express, since six weeks with a BSOD is simply not reasonable performance. It is their job--not yours--to ensure repair parts are in stock.

If they don't make good, you have options like your local "Consumer Affairs" or other state government agency, as well as contacting the FTC to file a complaint and ask for assistance.

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