Thinkpad ServiceDepot not Honoring Warranty on Cracked Bezel

[bautista.ekonomista]

Fellow forum friends,

Greetings from Manila!

I just carried my T61 to a Lenovo Service Depot to have it serviced. My initial complaint was that its hinges have become loose, thereby making my LCD screen wobble.

However, I have a long-standing problem which I cannot address immediately since my daily use for my Thinkpad has made it quite difficult for me to leave it to the Service Depot guys for long stretches. Let me give you guys and gals a brief backgrounder: I have already had my LCD screen changed 2x since it always suffer from dead pixels. And that has led me to have my ThinkPad serviced every now and then. Lately, I discovered that there's a hairline crack at the side bezel of the my T61 screen. I am very certain that I handle my T61 with utmost care, since more than half of the cost of buying the said laptop came from my savings. There's nary a time that I dropped or violently shoved it; I make it a point that whenever I carry it with me to school it's well-placed in my laptop backpack.

I am suspecting that the repeated trips to the Service Depot has resulted in the said hairline crack. Yet when I raised this issue to the Service Depot guy who received my T61 just this afternoon, he was noncommittal in addressing the problem of the cracked bezel. He said that if I raise this issue with the Lenovo guys through him, the system warranty for my T61 will be voided. I told him that it's not my fault that the crack appeared in the first place; he countered that such argument wouldn't hold water since it's a mere verbal contention. Though this guy was different from the guy who handled my T61 repairs before, he wouldn't want to vouch the Service Center's name in asking Lenovo to investigate the cracked bezel case, since if the Lenovo guys found out that it's their fault, they will be charged for committing such (i.e. for mishandling the repairs that led to the hairline crack).

Though the service depot guy accepted my T61 for servicing for the defective hinges, he won't provide me even an inch of help as far as the hairline bezel crack is concerned. Is there any other way for me to have it fixed without having to pay for it, since I believe that it really wasn't my fault to begin with? I am concerned for this hairline crack since sooner or later it might get worse and spread to the LCD cover itself.

Hope to get some comments from you, especially from the moderators and the well-experienced people from the forums...

Thanks a lot!

[RealBlackStuff]

A hairline crack such as you describe, can nearly only come from opening/closing the lid always at the same spot, most likely the right hand top corner, where the slider is.
Theoretically this could be material fatigue but it is hard to say if this is fatigue or improper handling.
LCD bezels are quite cheap and easy to replace. But you could probably live with that hairline crack for another 3 years before it gets any worse. It will not damage the LCD itself, even if the bezel were broken.
If it really bothers you, take it off and glue it with Loctite or KrazyGlue or similar.
I wouldn't risk the warranty for such a minor thing (although I don't understand the Lenovo attitude here).

[bautista.ekonomista]

A hairline crack such as you describe, can nearly only come from opening/closing the lid always at the same spot, most likely the right hand top corner, where the slider is.
Theoretically this could be material fatigue but it is hard to say if this is fatigue or improper handling.
LCD bezels are quite cheap and easy to replace. But you could probably live with that hairline crack for another 3 years before it gets any worse. It will not damage the LCD itself, even if the bezel were broken.
If it really bothers you, take it off and glue it with Loctite or KrazyGlue or similar.
I wouldn't risk the warranty for such a minor thing (although I don't understand the Lenovo attitude here).

The hairline crack is on the right side of the bezel. It's really far off the slider; the crack's on the lower middle part of the side of the rubberized LCD cover. I think it cracked when technicians had to replace the LCD screen for repair. I really wonder how come a crack on that part of the laptop will emanate when in fact I do not touch it.

It's really baffling for the Lenovo guys to act in such way. They do not want to accept responsibility, much less assure us customers that there's a way around it. I was expecting that the service depot guy at least offer me some alternatives; instead, he was very defensive.

I really want to have that side bezel fixed since it might soon creep onto the back LCD cover. THough it's just cosmetic damage, I don't want to risk infinitesimal specks of dust make their way inside the LCD cover, which might sooner or later affect my T61's performance.

Thanks for the reply!

[sktn77a]

The only way I can think of for that to happen is when they replaced the LCD. Prying off that bezel takes some care and you need to be careful with it once it's off. Of course, if the service company broke it, then Lenovo will want them to pay to replace it. That's probably why they are not being any help!

[bautista.ekonomista]

The only way I can think of for that to happen is when they replaced the LCD. Prying off that bezel takes some care and you need to be careful with it once it's off. Of course, if the service company broke it, then Lenovo will want them to pay to replace it. That's probably why they are not being any help!

That's precisely the point I raised to the Service Depot Guys. How in the world am I going to pry the LCD lid open when I don't have any use for such?

But the good thing is, when I got my T61 back from the Service Depot, one of the good guys there told me that they've already contacted Lenovo about the hairline crack. They will be contacting me as soon as they hear any updates from Lenovo Singapore (I think Lenovo Philippines operations are under Lenovo Singapore).

Thanks for the reply! I'll update you guys and gals soon about this dilemma.

Thanks again!

[PiZzA EnGiNeEr]

call back and talk to someone new or create a new case number. I have a T60 that had a cracked LCD bezel in 3 places and they replaced it no questions. Just tell the rep on the phone the LCD cover kit needs to be replaced because it cracked under "normal use".

[bautista.ekonomista]

Pizza Engineer,

Here in the Philippines it's very difficult to have your warranty requests approved on the fly. While I understand that there is a need to implement stringent rules regarding warranty claims so as not to induce moral hazard among Lenovo PC owners, they also have to understand that the hefty premium we have to pay as Thinkpad owners should be honored at all times. I have a friend here who had his laptop repaired here (his is not a Lenovo; I think it's an HP laptop) and he has been waiting for more than a month already for his PC.

On another note, what the Lenovo Service Depot guys have done is to put some adhesive in the cracked side bezel for the meantime to seal the opening. However, just this morning I've noticed near the boundary of the side bezel and the LCD screen that there are some smudges of the adhesive. I tried wiping it off with a water-soaked tissue but it won't go. Though it does not affect the viewing experience, I'm still picky about the appearance of the screen, especially when it's off. Maybe I'm just too OC (obsessive-compulsive) about it. But do you think the next time I visit the service depot I can complain this "sloppiness" on their part?

Thanks for the reply!

[bautista.ekonomista]

Fellow Thinkpadders,

Greetings once again from sunny Manila!

I just came from one of Lenovo's service depot here, and they agreed to replace the cracked bezel with a new one. Though it took them a week to process everything, I'm thankful to them for replacing the bezel.

However, another problem has arisen.

When I was still waiting for my replacement bezel to come, like what I said in one of my earlier posts, they resorted to putting some sort of adhesive to close the cracks. But some adhesive drops managed their way near the LCD and the bezel border, thereby staining the area. Sadly, the stain won't go away no matter what I do. So when I went to the service depot this afternoon, I asked the repairman if there's something he can do for the LCD.

He noted that since I had too many warranty requests these past few days (defective hinges, cracked bezel), he advised me to wait for a month before I request for another warranty servicing, this time for the stained LCD screen. After getting my T61 (with a spankin' new bezel!) after 30 minutes, I immediately left for my mom's office.

However, upon opening the LCD, I noticed another "defect": there's a small chip in the LCD near the bezel boundary. And when I looked for the old stain, it was gone!!! I suspect that the repairman switched the stained LCD for another "defective" LCD screen (i.e. the chipped LCD screeen).

To the moderators and the well-knowing members of this forum, I would just like to ask if there's really a "1 month holding period" after you had your Thinkpad serviced for warranty claims. And I really am aghast over how they handle the repairs for my (and I think as well as others') Thinkpad. It's been the same story time and again. Though I really am thankful for the fast response and repair they've done, the repair quality has been, at best, really mediocre.

Thanks a lot!

[Harryc]

There is no such thing as a 'waiting period' between repairs or a maximum number of repairs.

[bautista.ekonomista]

There is no such thing as a 'waiting period' between repairs or a maximum number of repairs.

Hmmm...is that applicable worldwide?

Because it seems here in Manila that Lenovo would not want to get involved in too much warranty claims. :p

[Chris001]

To the moderators and the well-knowing members of this forum, I would just like to ask if there's really a "1 month holding period" after you had your Thinkpad serviced for warranty claims

bautista.ekonomista,

No, there is not a one month holding period. What is happeneing is this, Lenovo will only pay the service depot for one repair (labor reimbursement) per serial number per 30 days. Example, if laptop x needs a HDD on August 1, Lenovo will ship the parts and pay the service depot $20 to install the HDD. On August 15, laptop x needs an LCD. Lenovo will send the replacement LCD panel but they will not pay the service depot to install the LCD so the service depot looses $100 in labor reimbursements (basically they will have to install the LCD for free).

The service depot you are dealing with is telling you to come back after 30 days so that they can get the labor reimbursement for the repairs and keep their repair statistics down.

Good Luck,

Chris

[bautista.ekonomista]

bautista.ekonomista,

No, there is not a one month holding period. What is happeneing is this, Lenovo will only pay the service depot for one repair (labor reimbursement) per serial number per 30 days. Example, if laptop x needs a HDD on August 1, Lenovo will ship the parts and pay the service depot $20 to install the HDD. On August 15, laptop x needs an LCD. Lenovo will send the replacement LCD panel but they will not pay the service depot to install the LCD so the service depot looses $100 in labor reimbursements (basically they will have to install the LCD for free).

The service depot you are dealing with is telling you to come back after 30 days so that they can get the labor reimbursement for the repairs and keep their repair statistics down.

Good Luck,

Chris

Chris,

Thanks a lot for those enlightening words! Those sure did kick some sense into my mind!

I was really baffled when the service depot guy told me about that 1 month period. He even told me to come back exactly a month (i.e. 30 days) after my visit this afternoon.

Too bad I'm the service depot repairmen aren't my close chums. Perhaps next time a box of pizza will do the trick. ^_^

Thanks a lot!


P.S. I still don't get why the repairman switched the defective LCD (the one with the stain) with another defective LCD (the one with the chip). Though the repairman already knows be by name and face (for the past year, I think I've already had my Thinkpad serviced, what, 6-7 times??), I still don't understand why he had to replace a defective part with a defective part. Haha.

[Harryc]

I still don't understand why he had to replace a defective part with a defective part.

He probably figured he had nothing to loose because it was a free LCD laying around, and if by chance you were satisfied then he got you off of his back. EIther that or he actually cleaned up the old LCD and nicked it in the process. It is easy to see if you have been there 6-7 times why he might not want a repeat of that repair habit of yours .

[bautista.ekonomista]

He probably figured he had nothing to loose because it was a free LCD laying around, and if by chance you were satisfied then he got you off of his back. EIther that or he actually cleaned up the old LCD and nicked it in the process. It is easy to see if you have been there 6-7 times why he might not want a repeat of that repair habit of yours .

Haha. You had me laughing at that.

But given that he has assured me that I can come back 30 days after, can I still have this "nicked" replaced for a new one?

I don't know but...perhaps I'm just one of those few persons in the world who couldn't simply concentrate on what should be done on the laptop screen after seeing a small speck of dust/nick in the LCD.

[japc]

Fellow forum friends,

Greetings from Manila!

...

I am suspecting that the repeated trips to the Service Depot has resulted in the said hairline crack.

Well, I recently had my T61p TFT changed and the guy struggled to get it done.

First he couldn't open the TFT plastic frame to get the TFT out but he did get it open after many burnt calories, managed to get the TFT in and, after a hard struggle with the screws, he closed it.

After he gone away I noticed a small crack on the case cover on each side, about middle way from the keyboard to the top of the TFT, going from the front (near the TFT frame) to the case top, about 1cm total. Must have been from the brute force approach to opening the frame, I don't recall seeing those before. And the screw covers on the TFT frame were destroyed beyond repair. Also, there are plenty of grooves all around the frame, were it touches the case, from stuff he stuck in there to act as handspike. The frame-to-case fit is disastrous.

More, the TFT case was not properly fit under the signal led (wifi, bluetooth, num-lock, etc.), you could insert a coin in there. A squeeze and it went to place.

Finally, and that's the funny part, there was a screw on one of the drain holes (!?) and a couple of other screws were misplaced and I had to got them right.

Good news is that this is not my laptop, it's the company one, and there is plenty of warranty left. But I'm considering calling the support to talk about those cracks, possibly I'll get the same skillfull guy to do the work Should have complainted just afterwards but for some reason I let it go. Maybe they'll change the cover and the bezel/frame also and it will all be as new. Or maybe the guy's midas touch does some more cracking

Were do they get this epic fail guys?