Service issue!!!

Message

etherelithic · #1 Post by **etherelithic** » Mon Feb 25, 2008 12:41 pm

Oh man I am so very angry at Lenovo support. Things really did go to hell when Lenovo took over. I have an X61 tablet which had the horizontal line and the separating bezel issue, so I called them up for on-site service to fix these things. The technician comes, and apparently tells me that Lenovo shipped him about half the wrong parts, but will still repair what he can with the correct parts he has. While working through, not only does he not fix the problem, but he somehow BREAKS the backlight circuitry in the internals so that no LCD backlight will activate no matter which screen is used! He tells me he'll come back tomorrow to fix it. Another technician shows up the next day, and tries to repair it, but still can't seem to fix the problem the first technician caused. He comes back another day and tries again but still fails. He tells me that I have to mail the laptop into EasyServ to fix this problem, which I reluctantly agree to. It's now been 3 weeks since I sent in the laptop, and every time I call them they tell me they're waiting on some other part and they can't ship out yet. EVERY TIME they tell me it's a different part they're waiting on. My laptop's been out of commission for a MONTH. Two weeks ago they said they were waiting on a part that was going to come on the 19th, and NOW they tell me they're waiting on a part that'll come on MARCH 7TH! When I yelled at them last week they said they would "see what they could do about a shipment coming in on Friday," but when I called them back again today it was back tot he same old waiting for parts story. I am SICK of this. I want my laptop NOW. Any upper level management individuals I can write an angry angry email to that you guys know of?

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Trekk69 · #2 Post by **Trekk69** » Mon Feb 25, 2008 1:52 pm

Ouch, someone else was having significant problems as well.
http://forum.thinkpads.com/viewtopic.php?t=56777

Hopefully these are just isolated cases.

#3 Post by **Mark@Lenovo** » Mon Feb 25, 2008 8:12 pm

etherelithic,

Can you send me your case numbers via private message?

I'll see what can be done to get this resolved.

Thanks for sharing.

Best regards

ThinkPad · #4 Post by **ThinkPad** » Mon Feb 25, 2008 9:17 pm

Wow thats horrible. I have used the warranty service before, but that was under IBM rule. Now im not so sure if I would want to use warranty service and resort to the hardware manual.

Stevesoura · #5 Post by **Stevesoura** » Mon Feb 25, 2008 10:19 pm

I've used Lenovo services before and never had any problems. Im pretty sure it will work out. Good luck

Mark@Lenovo wrote:etherelithic,

Can you send me your case numbers via private message?

I'll see what can be done to get this resolved.

Thanks for sharing.

Best regards

Wow, now thats good service. Hope you can help this guy out.

Trekk69 · #6 Post by **Trekk69** » Tue Feb 26, 2008 7:08 am

Its interesting that to get the service info he had to post it on this forum.

#7 Post by **JaneL** » Tue Feb 26, 2008 10:58 am

Trekk69 wrote:Its interesting that to get the service info he had to post it on this forum.

Not really. We sometimes send Mark a heads-up that there's an issue here oe elsewhere that he might be interested in.

Trekk69 · #8 Post by **Trekk69** » Tue Feb 26, 2008 11:06 am

Ok, thanks for that extra info, makes me feel better now!

#9 Post by **JaneL** » Tue Feb 26, 2008 11:11 am

Well, Mark can't be everywhere at once, and providing a little extra help with getting issues resolved is just something he does on his own in addition to his regular job. We try to do what we can to make it simple for him.

etherelithic · #10 Post by **etherelithic** » Tue Feb 26, 2008 11:29 pm

So I got the laptop back today, but numerous things are still broken! They fixed the backlight issue as well as the horizontal lines issue, but they never even tried to resolve the bezel issue, and the separation is even MORE pronounced now because they removed the bezel and reapplied it without new adhesive. This is only a cosmetic problem though; the problem that's really getting me angry is the fact that the sound simply does not work at all now! I've tried reinstalling drivers, but when I do it says that they device is not present! I've even tried FLASHing my BIOS with the newest version. Nothing. Awful. Simply awful.

#11 Post by **Harryc** » Wed Feb 27, 2008 9:48 am

Mod Edit - etherelithic, please update your profile and post your 'real' location. (City name). This is a forum requirement.
Thank-you,
Harryc
--

Joined: 14 May 2004
Posts: 35
Location: 39°11'N, 77°16'W

etherelithic · #12 Post by **etherelithic** » Wed Feb 27, 2008 12:43 pm

Another update:

an IBM rep called me to see whether I got my laptop or not, which was nice of them, but when I told them the sound hardware was completely broken and that the bezel was not replaced at all (MASSIVE gaps all over the screen), the rep told me they would open up a new case and that the issues I brought up was "your word against the depot's," which really ticked me off. They're supposed to get back to me in another 2 days, and they're currently denying that I have on-site service, which I have for CERTAIN.

Sorry for using this place as my personal rant-board, but it seems to be the only place where I get any constructive help.

etherelithic · #13 Post by **etherelithic** » Wed Feb 27, 2008 1:40 pm

I received another call from Lenovo just now, and they're going to send me a brand new machine in 10-12 days or so, and in the mean time I can keep the one I currently have until the new one arrives. They seemed quite apologetic about the whole mess, and I'm sure it was in no small part thanks to Mark@lenovo that helped all this work out so quickly, and for that I am very grateful. Seems like things will work out, hopefully.

Trekk69 · #14 Post by **Trekk69** » Wed Feb 27, 2008 1:44 pm

Congrats on a solution (hopefully confirmed in 10-12 days, upon delivery).
Kudos to all those who helped out, good to hear a positive outcome!

etherelithic · #15 Post by **etherelithic** » Sat Mar 08, 2008 3:03 am

Hate resurrecting old threads, but here's an update with my case. I finally got the new laptop, well before the expected 10-12 day estimate. It's great, and built way better than my previous one. No bezel issues (for now), and no screen wobbling issue that seemed to be endemic to the entire X61 tablet line. I even got one of those nicer keyboards with the blue pads underneath that some people here seem to covet so much. New logo too - the Thinkpad logo with no trace of IBM anywhere. This machine feels a lot more solid than my last one and I am completely satisfied. Thanks again Mark@lenovo.

Trekk69 · #16 Post by **Trekk69** » Sat Mar 08, 2008 12:47 pm

Beauty, good to hear!

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