WUXGA (1920×1200) screens on backorder? [resolved]

[hellosailor]

It looks like someone sneezed inside my screen. Inside it. I think a hundred or more pizels in one quarter of the screen have died, the tech who looked at it thought it might be the screen, or the wiring or the driver circuitry. (I'm not arguing, I'm just certain it is the screen.)

But...Lenovo only showed the replacement 15/4" ultra-res screen as on backorder, no expected date yet. Good thing I didn't depot the unit, because they'd gladly hold on to it for a couple of months, they have no stock dates either.

Does anyone have any information as to whether the 1920×1200 screens are still in production, or inventory, or how long I can expect to wait for them to hand build a replacement for me?

[edit:]

Situation resolved. Wednesday, I got a phone call from the shop I'd gone to. the new screen simply showed up on their doorstep in a box, with no advance notice or shipping notice from Lenono, no change in the "backorder no date" status. Just a box that showed up apparently shipped directly from Korea, and not carrying any Samsung logos. They said the new screen & support circuits are somewhat different from the original (Samsung) ones, but they have no idea who made the new one. There's one cluster, at most 1mm. square, of dead pixels about an inch in from the top right corner, otherwise the new screen (and backlight, assembly) seem pretty much the same as the original. Although the original had no visible dead pixels at first.

We'll see how this one ages. But apparently screens are available, somewhere in Korea, even if Lenono can't figure out whether they are in stock.

[archer6]

While I do not have the specific details I can say that as long as your machine is under warranty they will fix it.

I've been in your position with a back order status in the past and the wait was two weeks. I continued to use my ThinkPad until the parts came in, then shipped it off to them and had it back in less than 48 hours. That said, sometimes you have to call a couple of times if the first person you speak to is unwilling or unable to quote you an approx time for the backorder to be filled. It's no different than any other business, if you get a person who cares and will take a few minutes to look it up they can indeed give you the info. Unfortunately on the other hand if you get someone with a lazy attitude, then you will have to call back to get someone that _will_ take the time to help you.

Cheers...

[hellosailor]

Well, the guys in (?) Atlanta said the depot is in TN and that they couldn't confirm anything until after I shipped it in. Three to five days to send me a box, then send it in, then just kiss it goodbye until a screen was found.

The local shop still wouldn't or couldn't check availability until after I brought it in and they confirmed the failure, but at least they've requested parts from Lenono and they'll let me know--while I keep the use of the computer.

I should have read the warranty terms in more detail. "We'll get around to it one of these days" doesn't seem like a real committment to me.

[bhtooefr]

To be fair, the boxes usually come next day.

[Brad]

Usually the parts come very quickly with an immediate and very accurate ETA date available from the help desk. With that being said I have had a T series waiting for a replacement antenna after a broken hinge now for two weeks with no apparent end in sight. I must say again this is very unusal in my experience.

Brad

[hellosailor]

Guys, if the boxes come next day (and since this was Friday afternoon, I'll be generous and call the "next" day Tuesday) I'll be tickled pink. And post that promptly here.

The great thing about being a pessimist is that being wrong is always a pleasant surprise! <G>

[bhtooefr]

They ship UPS Next Day Air, so Friday afternoon usually means Monday morning.

[hellosailor]

I don't care if they ship via the Tooth Fairy for same-night direct delivery to my pillow.

If they are reporting "backordered, none in stock" they aren't going to SHIP what they DON'T HAVE. Are they?

[bhtooefr]

I meant the box to the depot. The panel, you may be screwed there.

[hellosailor]

Oh, the box.<G>

Yeah, that's what I've noticed in the last 20 years. Everyone is in a hurry to DO IT QUICK and no one has a grasp on how to DO IT RIGHT THE FIRST TIME.

Like, pick up a phone and ask someone "When are the screens due in?" Because someone, somewhere, really does have the answer to that question. It really is that simple.

I guess I'll have to go back to using an abacus.
At least my local abacus repair shop is honest about lead times. And tries real hard to retain customers!

[archer6]

Like, pick up a phone and ask someone "When are the screens due in?" Because someone, somewhere, really does have the answer to that question. It really is that simple.

I guess I'll have to go back to using an abacus.

I'm not sticking up for the repair depot, but rather sharing what my experience has been like after a decade of using ThinkPads both personally and in my business where we deploy hundreds.

The reason they don't quote you when the screen will be in is that people have abused that. So the guy would sit there all day answering peoples questions about parts availability and such. It's those type of people that ruin it for the rest of us. Then there is the type of person who has his/her attorney at the ready to sue for any little misstep. Therefore, a company as big as Lenovo wants your computer first to diagnose it and then order the proper part. Not everyone has our skill level at determining what is wrong.

And yes, I agree pessimists love the abacus.....

Cheers...

[hellosailor]

Archer, you're entitled to think those are valid points. But if I go into my car dealer and say "I'd like to leave the car for a new exhaust pipe" they will allow me to order and pay for the part--before I leave the car, in order to ensure that my car isn't tying up their real estate for eight weeks while the muffler is being made up. (Yes, last time it took eight weeks after the order was flagged as "parts critical" meaning a dealer had the car taking up space in his shop.)

I can go into any car dealer in the country and say "Is this part available?" and they'll check the inventory live, at warehouses and other dealerships. They aren't making any committment, and it doesn't cost them more than a few cents to run the query--if that much. Lawyers? Nun-uh, all they are telling me is that a part EXISTS someplace, and that if I'm the first to grab it, it might come to me.

The same way that I can call LLBean and order "catalog number 12435, size large, color blue" and they'll tell me right then and there if it is available and when it should ship--before they take my money for it.

The same way that I can call Seagate or Intel or a dozen other companies and say "I need a hot swap for a failed part under warranty" and they'll send it to me IN ADVANCE of the return. Yes, they'll hold my credit card back. I don't care, Lenono could do the same thing. Reserve $500 on my credit card to make sure that I'm going to send the somputer in. But telling me "get rid of your computer, maybe you'll get it back in a month or three"? That's simply bad customer service and bad management.

Others CAN AND DO do better. And make a profit by doing so.

If you've got "hundreds" of laptops? I expect you've either got six hot spares on hand, or no need to have your employees really using computers;. No?

[archer6]

@ hellosailor, as I said in my earlier post, I'm not sticking up for Lenovo. Nor am I suggesting that it's a great way to operate. I was simply explaining what my experience has been with them. I have been just as vocal recently about Lenovo's shortcomings. It's not to be negative and complain, but rather to call to their attention an area of their business that is in great need of attention.

Cheers...

and I do carry plenty of spares, it's just good business.

[hellosailor]

Yes, I fully agree. I'm not being negative either. I'm being positive: That there are companies who can and do do better, and WILL BE REWARDED for their efforts.

Positive enough? <VBG>

[archer6]

Positive enough? <VBG>

Awe heck.. .that takes all the fun out of it.....

Cheers...

[hellosailor]

Well, after a full week Lenono still hasn't told the repair station anything except "backordered" on the parts. No ETA, no nothing. So keeping on a POSITIVE note...I expect that once we've escalated the matter sufficiently, Lenono will simply replace my entire computer with one that has a functioning screen. Or, buy it back. After all, those are reasonable "performances" on my warranty, and I'm flexible. Heck, there's a couple of HP Core Quad machines with the same resolution out now, I'd even accept one of those.<G>

And now, to go out and celebrate my Colonial heritage, by going out and blowing something up. Blowing things up is easy. Making explosions in pretty colors--now, that's the hard part!