IBM's Customer Service

[dokein]

UPDATE:
Upon the elevated service request placed last week, everything was squared away, along with an apology.

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Over the past three weeks, I have had to return my one year old thinkpad to the service depot twice for certain issues. The first of which was a fan error on boot - I called their customer service number, and they had a DHL box at my door the next day. They enclosed an antistatic bag to put the thinkpad in, tape for sealing the box, and instructions on how to mail it back to them. I sent it to them in beautiful condition (this is my baby of course).

They fixed the problem that day and over-nighted me my thinkpad. When it arrived, I was extremely impressed with how fast they had fixed the problem. But, by the time I booted my laptop, I noticed some cosmetic damage, maybe from the poor effort in protecting the thinkpad during shipping - mind you, I have kept this thing in perfect condition since the day it arrived. First of all, the palm rest was loose on the left side (above the PCMCIA). Upon further examination, I realized one of the tabs that helped keep it down was broken off. Ok, a little aggravating, but not that big of a deal. Upon booting of the computer (IBM had replaced the cpu fan so it would now boot), and firing up firefox, I noticed several dead spots on the lcd screen. I of course wiped it down, but the spots remained - DEAD PIXELS!

At this point I was getting pretty upset, so I called filed a service request online, telling them that my thinkpad had been damaged while in their possession. My phone rang about 30 minutes after I filed this request, and I gave them more details about what had happened, they told me I could expect a box the next day. After a full 7 business days later, I had yet to receive a box from IBM, so I called a service rep this time and they delivered me a box the next day.

Today, I received my thinkpad back from the depot from FedEx. Opened it up, again, no real protection for outside of the thinkpad, it wasn't in any antistatic bag, just thrown in some rough padding which scuffed the cover. Big deal, by this point I am just happy to have my thinkpad back. I open up the thinkpad and realize, NOTHING HAS CHANGED - no new lcd display, no new palm rest NOTHING!! The best of all things though is the IBM Repair Action Report, which states in illegible hand writing from some depot flunky (I’m still not sure what it really says) - "Realized use and tested. Misaligned Case caused LCD to cut out." Ok now I’m furious, IBM has wasted 3 weeks of my time, with absolutely no explanation as to why my thinkpad is still damaged.

I am reluctant to try another service request, fearing that the condition of the baby will worsen with every visit to the depot. I really don't know who to yell at, so I thought I would vent here.
Anyone know what I should do (besides fly to Georgia and shoot up the service depot) ?

[Navck]

They lost
HDD screw
Some motherboard screw
My trackpoint cap

On my T43 (Apparently my old keyboard was defective and thus unremovable... But the motherboard screw + HDD Screw?!!)

[cha4218]

I had sent in my X31 for keyboard and buzzing noise from the lcd pannel. On the first trip, the lcd bezel came back with a small crack and scratch. Since my notebook is my entire financial asset, I baby it more than my wife^^.

I called and complained and return box came next day. I got my computer back with new keyboard and lcd bazel. However, none of my original problems were fixed (keyboard making noise, buzzing noise from lcd). I could care less that they changed/gave me new parts. I just wanted the noise to disappear!

I complained again and return box came next day. X31 was returned to me, obviously, nothing done to it. It came with a letter enclosed. The letter basically stated that the manager had checked out my X31, but found no error/noise.

I wasted about 3 weeks on the whole process. A month later, I had to make a overseas trip (Korea). I took my X31 for IWS (international warranty service) in Korea. It took them about 10 minutes to tell me that I had a bad lcd. They also admitted to me that most X31s make keyboard noise by the left shift key because of the position of the pcmci slot.

In all, they replaced my lcd, although it had 1 stuck pixel, I no longer heard the buzzing noise from the lcd. They also placed some sort of adhesive to lessen the noise for the keyboard.

I would never return my X31 to Georgia. They might do a fine job in changing parts, but lack expertise/indifference to customers' need.

My 2 cents.
Best.

[HamTard]

Wow, now I'm kindof scared. What kind of warranties do you guys have? Do better warranties get better support? Is this bad customer service new, after the Lenovo acquisition? Is the customer service for a ThinkPad any better than for an Inspiron anymore?

[dokein]

I just called again. I explained everything to the guy on the phone, and he was very nice. He reassured me that everything would be fixed this time and put in an "escalated service request,"(basically, its for [censored] off customers whos issues havent been resolved) and said he made special note that this is my 3rd depot visit, so someone heigher up the food chain would handle my thinkpad. We'll see.

[cha4218]

I have the standard global 3 year mail your notebook to depot warranty. Perhaps the on-site service is better. In addition, my debacle with IBM happened before the buyout by Lenovo.

Don't get me wrong, I love my X31. The machine is awesome (I had 600X for 4 years with no problems)! I will be getting another thinkpad after my X31 dies. However, I'll probably upgrade my warranty to on-site service. HTH.