Solectron Nightmare

Message

DIGITALgimpus · #1 Post by **DIGITALgimpus** » Tue Aug 30, 2005 1:29 pm

Here's my story of my A31 (2652):

Late June
Had drive corrupt, so zero'd the drive, and reimaged. Corrupted again. repeated a few times. Lost faith in the drive, and ordered a new Seagate 7200 RPM drive (CDW was expecting a shipment in a few days).

2nd week of August
Gave up on that new Hard Drive, CDW is just pushing date out every few days. Settle on a 100GB 7200 RPM drive from Seagate. It arrives, install it, corruption again. No good. Put an older drive in... same deal. Get an error that partition table is incorrect on both drives, attempts to repair and drive corrupts a little while later. Both drives give same message (strange)... both known good drives. So it's clearly not the drive.

August 18th
Call IBM, send out new recover CD's (no charge, under warranty), assume my current CD's are defective.

August 24
Warranty expired a few days ago (thankfully IBM rep didn't mention that), made a few phone calls, added 1 year depot repair to system. As soon as they bill my credit card, entitlement will release the account so I can get the laptop serviced. Later that day (after hours on the phone), it happens. Have them note LCD has a grey area in lower left corner, and a few dead pixels. While I lose it for a few days, want a tech to look at that as well (why 2 trips?).

August 26
Box arrives, pack up laptop, DHL comes later that day to pickup.

August 29
Laptop comes back. Says hard drive replaced (though it has same serial number as my old one... hence it's not really replaced). BIOS upgraded (same as what was on it before). LCD was replaced, but with a defective unit. Top is black like a normal LCD, but bottom only gets grey, making it rather useless for any graphic type work. It's annoying just using IBM DFT on the drive as DOS looks glared with white text on grey background (prompt on bottom of display). Obviously a LCD they pulled from another warranty service call.

Called back, explained to IBM the terrible service (or lack there of). Create a new ticket, and send a new box to take my laptop back to the depot. I was told since it's going right back (and mentioned in the account), that it would be taken seriously. I'm not that optimistic about this.

Anyone else have such bad luck? Seems to be no good IBM authorized place near me, so depot repair is my best bet it seems. Any shot on getting it right the 2nd time? I'm starting to get frustrated. Hours on the phone with IBM reps. It seems like the concept of sending in a broken machine for repairs, and getting it back fixed is a foreign concept.

Considering I'm so anal-compulsive with treating my laptop with care (routine cleaning, very careful handling, spends most of time on desk, has good very insulated carrying case, not a scratch on it anywhere, no nicks, stains or anything... except I removed the Intel and Windows XP stickers from the keyboard area because they were coming loose from being rubbed while typing)... it's rather insane to think this is how IBM services hardware. They didn't adequately service it. They installed a defective LCD, and just signed off on the hard drive issue (like anyone needs a hard drive anyway!).

Any ideas?

DIGITALgimpus · #2 Post by **DIGITALgimpus** » Thu Sep 01, 2005 3:44 pm

Laptop is back at Solectron. Called for status, and the phone tech didn't note that it should be elevated in priority (standard for laptops going back for a second time with the same issue), so they had to adjust that in the system.

So call and verify that if your ever in this situation. So that you ensure your laptop is looked at by a "level 2 tech", and given a higher priority.

Hoping it will ship out friday (and be fixed)... I'll update when I find out.

DIGITALgimpus · #3 Post by **DIGITALgimpus** » Fri Sep 02, 2005 9:35 am

Came back today.

Now the hard drive is screeching, and I have no lcd. That's right. It went from distorted color to absolutely no working LCD.

Going to be sent back in... for the 3rd time in a week.

I'd be hestitant to buy another thinkpad at this point. The hardware is the best quality I've ever seen... but when things fail, all hope is lost. Even IBM can't get it fixed.

It's going back to the einstein's at Solectron. I'm obviously not very confident that it's coming back repaired anymore.

DIGITALgimpus · #4 Post by **DIGITALgimpus** » Fri Sep 02, 2005 11:07 am

Sent an email to "Sam Palmisano", and called IBM again, and asked to be forwarded to a supervisor who assured me it would be tested to ensure it's working correctly before it's returned (he blew me away by making it sound like that's special treatment... when I assumed that's standard QA).

I'm amazed how poor of an experience this has been. I don't think I'm being unreasonable by demanding that the LCD work on my computer, or that I be able to use it more than a couple hours without reimaging because of corruption.

I hope this is an isolated case. Overnight shipping of my laptop this many times must be costing them a few pennies now.

I only wish my laptop could collect frequent flyer miles.

DIGITALgimpus · #5 Post by **DIGITALgimpus** » Fri Sep 02, 2005 4:28 pm

Ok, got another update for the curious:

I got a phone call from someone at IBM in reply to my email to Sam Palmisano (she quoted it directly). She agrees it's insane what I've experienced... and she's going to take care of it. It's going to another facility (not Solectron presumably) and will be taken care of by other techs so that they can personally see what's going on.

I was really ticked off this morning (though I did refrain from getting nasty on the phone, since I know it's not their fault what the repair depot does). But at least a little confidence is restored in IBM.

So someone does read those emails. And apparantly I'm not out of my mind for thinking the above posts illustrate inexcusable service.

I'll post back with an update to let everyone know what happens. The posts archived in this forum have been a very helpful resource through all of this.

AgenT · #6 Post by **AgenT** » Sat Sep 10, 2005 10:55 am

WOW!

Please keep us informed!

My guess would be that the tech depot that is closest to you is just made up of incopetence/crooks. Once you get your notebook finished, complain to IBM directly and complain hard. Maybe you can get them to remove that depot from IBM's list.

DIGITALgimpus · #7 Post by **DIGITALgimpus** » Sat Sep 10, 2005 8:26 pm

It was too late last Friday (9/2) to send out, and memorial day weekend, so on Tuesday, DHL came and took my laptop to IBM's facility in North Carolina.

DHL decided instead of NEXTDAY, they would ground ship instead (just pile some more on this disaster right?). So it didn't get there until thursday. Not IBM's fault of course... though disappointing.

No word yet on the status (I left a few messages, but no reply thus far), I was hoping they would ship it fixed on Friday. Now I'm just hoping it's at my house by next Thursday.

So the waiting game continues. On the 18th, it will be 1 full month of dealing with IBM on this issue. I'm hoping it's back in my hands by then in 100% working order.

DIGITALgimpus · #8 Post by **DIGITALgimpus** » Sat Sep 17, 2005 4:46 pm

Ok, system board, inverter, and some RAM was replaced, but there are still some display problems (they thought the inverter was the culprit, but apparantly not), so it didn't ship out on Friday as intended.

Hopefully a new LCD will arrive on Monday, be installed (and work)... then ship it out on Monday. I'll likely be unable to actually touch it until thursday though (won't be around).

Doesn't appear to be much left of the original laptop (sadly). Service is a bit slower in NC, due to lack of parts (they order them, and they arive the next day)... but apprantly a lot of testing is done to ensure proper QA, which I do appreciate. Lenovo has been informative, keeping me updated on the status, and I really do appreciate that they are doing good testing on the system. Though I do want it back... so I can't complain about *this* level of service, but Solectron totally stinks. I had no LCD problem (other than a grey area) when sending it in... this issue of no/intermitently working LCD is something that happened since the 2nd service attempt.

So... hopefully Thursday evening I'll reply with information on how it is.

bhtooefr · #9 Post by **bhtooefr** » Sun Sep 18, 2005 5:51 pm

Holy crap... talk about a bad experience...

Well, good luck...

DIGITALgimpus · #10 Post by **DIGITALgimpus** » Mon Sep 19, 2005 5:04 pm

well... lcd is backordered... It never ends.

I'm hoping to hear back tomorrow about where to go from here.

DIGITALgimpus · #11 Post by **DIGITALgimpus** » Sat Sep 24, 2005 7:58 pm

As a final followup: it's dead, and it's being replaced under warranty.

So despite all this, I do believe IBM did take care of me. I should be getting a new laptop soon. As a word of advice: make sure to keep that warranty, it's well worth it. Solectron screwed up, but IBM did follow through and resolve my issue.

Now in about 10 days, I should have a new thinkpad.

Just shows you get what you pay for. I've never heard of a Dell getting this type of treatment after a bad repair.

I'm still ticked off about all the above, but I have to credit IBM for taking over and resolving the issue. *everyone* I spoke to over the phone was friendly, helpful, and really great. That's one thing about IBM, their employees are well trained on how to treat customers.

So that advice about emailing the CEO is good advice, if you really get handed some bad issues, consider using that. Real people read them, and do respond.

I'm glad I bought a Thinkpad. Even when that rock solid laptop gives out, someone stands behind it.

DIGITALgimpus · #12 Post by **DIGITALgimpus** » Wed Oct 05, 2005 8:53 pm

well... still waiting.

that 10 day backorder is turning out to be a bit more (apparantly not the 24hr days I've grown accustomed too). Backordered, then backordered some more.

Sigh... I really like thinkpads, well made hardware... but the service is just terrible.

When done, I'm looking at about 2 months of repairs.

Just a word of caution for anyone considering service... think carefully before sending your system in... might go from unusable to non-existant for a prolongued period of time.

I wasn't really in a position for being without my laptop when I sent it in for the first time (only 3 days of no laptop)... now looking at 2 months.

Not thrilled at all. Love the hardware, but service isn't acceptable.

DIGITALgimpus · #13 Post by **DIGITALgimpus** » Thu Oct 13, 2005 9:51 am

Still going... at this point looking at a minimum of another week...

AgenT · #14 Post by **AgenT** » Fri Oct 14, 2005 10:35 am

This is insanity! Are you still going through those fools at your local IBM certified center?

DIGITALgimpus · #15 Post by **DIGITALgimpus** » Fri Oct 14, 2005 11:39 am

I went through atlanta... for the past month, I've been dealing with Executive Relations in NC.

Today it appears things are moving... I'll know more by the end of the day [keeps his fingers crossed]

Edit: looks good about having a laptop within the next 7 days.

DIGITALgimpus · #16 Post by **DIGITALgimpus** » Fri Oct 21, 2005 9:52 am

The last update:

it arrived

I finally have my replacement system. There were apparantly some supply issues (likely the same issues causing all orders to be really slow), but they managed to get it to me.

Feels good to have a laptop again.

So if solectron screws you over... contact executive relations via that email the CEO form. They were willing to help rectify the situation and take care of it.

#17 Post by **daeojkim** » Fri Oct 21, 2005 11:15 am

Good to hear that it did arrive.

So did they send you a replacement A30?

I think for all the trouble that you had to go through and the at most patience that you have had, you deserve a brand new T43p with specs maxed out. Also they should have included a full docking station with extra 100 GB HD, and a second video card and two 21" wide screen LCD monitor so that you can have ample desktop space.

Oh... I just realized that's what I want... if only I had won the powerball.

DIGITALgimpus · #18 Post by **DIGITALgimpus** » Fri Oct 21, 2005 1:20 pm

They sent me a T43 with similar specs (15" SXGA, 1.8GHz, Wifi)... since the A series is discontinued. They gave 3 similar systems, each with their own perks and negatives and let me choose. This one seemed to fit my needs the best. The big downfall, is no more 2nd HD AND CD-ROM. Other than that, this meets/exceeds my old systems specs.

It's a nice upgrade, and does make me feel better after that mess.

Now just waiting for some more RAM to arrive from newegg (crucial brand of course). Then I should be back 100%.

#19 Post by **daeojkim** » Fri Oct 21, 2005 2:13 pm

Well if you really want a computer to have both a second HD and optical I have a A31p that I would more than happy to take the T43 from ya in exchange for the A31p.. LOL..

But seriously I am more than certain that you will be much much happier with T43..

Let us know what you think of the T43 !!!!

DIGITALgimpus · #20 Post by **DIGITALgimpus** » Fri Oct 21, 2005 3:24 pm

So far I really like it. It's a june model, so the fan is a bit loud. But that's the only fault I can find so far. Screen is beautiful, it's fast, it's well made, light. Haven't tested battery life, it's just been on my desk for less than 24hrs.

I liked the dual HD setup, but I think overall, the T43 is a better laptop.

Not that the A31 was an aweful laptop... it was a great laptop despite it's size and battery life. Very rugged and didn't cause me any trouble until this situation (see post #1).

Just shows that you need to keep that warranty going. Even if service has slipped a bit, they do honor their warranty to the bitter end.

To be honest, everyone over the phone (support in Atlanta, Entitlement Dept in regards to the warranty, Executive Relations) was great. Worked with me, called me back (amazingly), I even got callbacks before 9:00 AM (EST), and after 5:00.

I just hope they fix this supply problem they are having. It's pretty evident from reading here, that there's a problem going on. And my experience confirms that.

#21 Post by **K. Eng** » Fri Oct 21, 2005 7:01 pm

Wow... I'm glad they gave you a new machine. I have had a couple strange experiences with Solectron (the last time they sent my T40 back, there was something rattling around inside... to my surprise, I found a loose screw rolling around the system board, which I had to screw back into the optical bay cage

).

Solectron Nightmare

Solectron Nightmare

Who is online