Thumb-down for IBM EasyService

[The Counterpart]

I keep hearing all the talk about how good is IBM when it comes to servicing your laptop and finally, I have a chance to try it myself... THEY ARE SUCKS.

I have found a loose screw which will hold the motherboard to the case and the LCD bezel has shown a gap probably due to another loose screw in the LCD assembly.

Call IBM, and to their credit, the phone was answered in less than 2 minutes, and a box was sent overnight to my house the next day. Two days later I received my laptop back and the bottom screw is still loose and the gap is still there.

Call back and was promised they will take care of it this time. Lost another 3 days not having the laptop and when it came back still the same problem but the LCD casing is getting worst and all of the plastic cover tabs are bent or scratched.

Call back and escalated and was promise that they will do it right finally. Lost 4 days this time and got the laptop back. The screw is still loose, and the gap is now on both sides of the LCD and they keep on recycling the plastic cover caps which can no longer stick, and some of them even bend backward showing the screw inside.

Call Lenovo and waited 45 minutes in order to get a live person to talk to. Lenovo Rep refused to handle my case and stated that IBM is the service Provider and I should contact IBM... Stay tune, the saga continues...

[carbon_unit]

I thought that if you sent it in three times for the same thing, you may be able to get a new computer. I would start firmly but politely pushing for that.

[The Counterpart]

IBM won't replace it, I will have to send it in again. After what they have done to the laptop (messing it up, all the screws head are worn out, can't even use new screws or plastic cover caps) I don't trust IBM Technicians any more. BTW, the 2668-75U is barely two months old.

I was able to get another Lenovo Rep to transfer me to Customer Relation and they will send DHL (2 days not overnight like IBM) to pick it up so Lenovo Technician can fix it. The Rep was making a point that Lenovo will fix it this time, not IBM. Lenovo won't replace it either. BTW, Lenovo Rep was giving me a direct number (not toll free ) so I can deal with her directly. At least, I don't have to wait 45 minutes or more again in order to reach a live person at Lenovo.

[K. Eng]

When you say the screw is loose, do you mean that it is rattling around or that it just turns very easily? I recall that there is a screw in the base of my T40 that is "loose" but not falling out. It was always like that and I think it is normal.

Could you post pics of the problem?

[The Counterpart]

I can't take the picture now because DHL has already picked it up. I asked the Rep to email me the shipping label and I am using the box that IBM sent to me (I have 3 boxes ) so that I don't have to wait for another 2 days for DHL to show up.

The loose screw in on the bottom of the right side palm rest area. It can't be tighten and can be turned easily. I don't think that it is normal because none of the IBM Technicians have stated that it's within spec in the repair paper.

[BillMorrow]

I can't take the picture now because DHL has already picked it up. I asked the Rep to email me the shipping label and I am using the box that IBM sent to me (I have 3 boxes ) so that I don't have to wait for another 2 days for DHL to show up.

The loose screw in on the bottom of the right side palm rest area. It can't be tighten and can be turned easily. I don't think that it is normal because none of the IBM Technicians have stated that it's within spec in the repair paper.

may i introduce you to a phillips screwdriver..?

well, ok, that may be what makes a good "sound bite" but a bit rude, however the thought is valid..
did you try to screw it back in..? or all the way out..?? or snug it up..?
i know i would have rather than send it in..

it could be stripped or the "kept nut" might be defective..

i find it hard to understand just sending it back and forth 3 times without having it first tried to fix that trivial problem..

and tried to snap the LCD bezel back in place..

those bezels are usually held in place by screws and "latches" around the periphery of the display..

[The Counterpart]

I found out how the screw was loose by using the screw driver I opened they keyboard to install the 1GB RAM and when I put the keyboard back, I also tighten all of the other screws and found out that one is loose.

The bezel can't be fixed by snapping it back together.

Three IBM technicians couln't fix either problem and they are supposed to know these things inside out, I can't fix them by using your suggestions. Hopefully, Lenovo Technician will know better.

[BillMorrow]

I found out how the screw was loose by using the screw driver I opened they keyboard to install the 1GB RAM and when I put the keyboard back, I also tighten all of the other screws and found out that one is loose.

The bezel can't be fixed by snapping it back together.

Three IBM technicians couln't fix either problem and they are supposed to know these things inside out, I can't fix them by using your suggestions. Hopefully, Lenovo Technician will know better.

ok, so you KNOW mr. philips and his screwdriver..

it is interesting that three trips to easy serve can not resolve something so, apparently, simple and straight forward..

this is one reason i like the idea of on-site repair..

you, a tech and a table..
better communication yeilds better results..

i still do not have a clear idea of the exact problem..
a screw is a pretty simple mechanism..

either the threads are stripped on the screw or the kept nut or the kept nut is not "kept" and is spinning freely..

OR

the screw is too short to reach the kept nut..

nothing else can be wrong..

IRT the bezel,
could it be that there is a cable interfering with the fit..?