T61P hardware failures + Lenovo warranty issue

[bento]

For those who might still mistakenly believe that the Thinkpad brand connotes solid hardware and customer service, read on.

Back in Feb 2010, the right hinge on my T61p 8891-CTO snapped internally (metal fatigue hardware failure under normal use, numerous incidences reported on the internet), and shortly afterwards also exhibited the dreaded 1 long + 2 short beeps at boot, indicating GPU failure (NVIDIA GPU failure also a known problem on this model). I purchased this machine from Lenovo in Sept 2007, with extended warranty coverage until Sept 2010. One might therefore think that getting this machine repaired under warranty would be a straightforward matter. On the contrary, for the last 13 weeks I have been almost constantly emailing, phoning, reminding, and escalating the complaint with LenovoCare India in the face of their standard evasion and incompetence, finally to be told last month, with absolutely no rationale, that the hardware failures are "user induced" and would not be fixed under warranty. So I did what a number of others have done and pleaded with Mark on the Lenovo forums for assistance about 5 weeks ago.

Lenovo has clearly decided that evading or flat-out refusing to honor warranties will go unnoticed, and that legitimate complaints will eventually just go away. Those considering a Thinkpad might want to think carefully about whether they can really afford the dodgy hardware, endless futile efforts to obtain warranty service, and having a machine spend so much time as a dead investment.

[GrandMasterKhan]

did you finally get help?

[ZaZ]

You might want to send Mark@Lenovo over on the Lenovo Forums a PM. He may be able to offer some assistance.

[bento]

I did contact Mark on Lenovo forums, who has been of great help already. Apparently LenovoCare India have finally agreed to replace the system board affected by the GPU failure. (I guess it's not considered "user induced damage" anymore). The other problems are still pending. Those interested can follow the saga at this link:

http://forums.lenovo.com/t5/T61-and-pri ... d-p/223574

[GrandMasterKhan]

If you got help then what is the point of coming here to slam anyone?

[dr_st]

Because it is a sad testimony to the quality of the service that a user has to go all the way to Mark on Lenovo forums to get any decent help or even straight answers. Sad sad indeed.

And he did say "other problems are still pending".

[fry112]

If you got help then what is the point of coming here to slam anyone?

Sometimes people in this forum can be really annoying!!! I thank him for telling me this type of thing I am a new owner of a T61p and I am worried by all of the things I keep on hearing about this machine. I have a warranty that will last until the end of 2011 but still I want to make sure that if something happens to this bad boy I am covered like I am supposed to be covered.

[thePCxp]

Sometimes people in this forum can be really annoying!!!

You're right about that! And it's not just this forum, it's on other forums too.

And I don't think that you have anything to worry about your T61, fry. There are some things you just can't control and you shouldn't worry about them.

[fry112]

Yeah I feel ya! but its such a good computer with a solid warranty I might end up selling it or getting a Think-pad tablet!

I love the computer but this thing does heat up! yesterday I was playing some hardcore gaming "Batman" and this thing was beyond hot ! I guess thats the price you gotta pay for such a powerful computer!

[bento]

After months of complaints and email exchanges, and help from Mark and Cleo on the

Lenovo forums, LenovoCare India finally sent a technician out to replace my T61p

motherboard, right-hinge and keyboard. He was quick and efficient but forgot to flash

the new motherboard when the work was done. I didn't know that was necessary until I

later tried to use TVSU to update my drivers. Anyway, there's a minor registry hack

that will temporarily resolve this, and allow you to update.

It's good to have my Thinkpad back, although I have to say that Lenovo's response was

very poor and despite a valid warranty it finally required a BBB complaint before

action was finally taken . For those who are wondering if the replacement mobos also

have the faulty GPU, my guess is that they do, and we can probably only expect another

2 years or less out of these machines (given that problems surfaced about 2 years after

initial purchase).

GPU temps are generally okay after the replacement. Averaging below 60C at idle, and

around 80C under load.

[RealBlackStuff]

If you can find a production date on your mobo, you might be in luck.
Apparently mobos from after July 2008 should not have these errors anymore.
Check your PM.

[crashnburn]

I can attest to the WARRANTY SERVICE issues related to Lenovo and Dell in India.

They will go to all lengths to not do it for you. Sad to say I am Indian and I despise how they have no understanding of "Customer Care". Sadly, its because they have themselves never RECEIVED good CC (I miss the US for that) or been trained in how to properly handle the same.

I have had several clashes with Dell & Lenovo India with regard to in warranty service & replacement. The stories of how they bounced me around ... are for another day.. (bit too long & winded).

One note is that Lenovo's Thinkpad warranty service is contracted out to some company (I forget the name.. SMC or something).

NOTE.. THAT DOES NOT MEAN.. that if its COMPANY OWNED.. e.g. Dell. That it would definitely be better... No guarantees. They bounced me around as well.

I am not sure how HP does here... I am guessing it would vary from department to department.

With HP ProCurve Gigabit switch I have Life Time warranty. They were all willing send me a replacement.. EVEN when I realized my Switch just had a temporary issue that was fixed. They kept on calling me to send me one.. even when I told them that I did not need it.

First they got lost for several weeks between different deparments and kept calling me over 6-8 weeks to send me a replacement where I kept telling them that I did not need one.

PS: MARK is great in responding.. whenever he is able to. If I could buy him a drink (or smoothie or herbal tea.. healthier) and give him a hug... I would. Where are you based Mark?

[pianowizard]

For those who are wondering if the replacement mobos also

have the faulty GPU, my guess is that they do

And you're probably right. My friend's T61's GPU failed while it was still under warranty, and so it got fixed for free. Less than a year later, it failed again, but unfortunately this time the warranty had just expired. Now he has a >$2K paperweight on his desk.

[RealBlackStuff]

PS: MARK is great in responding.. whenever he is able to. If I could buy him a drink (or smoothie or herbal tea.. healthier) and give him a hug... I would. Where are you based Mark?

He's in Raleigh, North Carolina.