Appalled at IBM thinkpad service.

[akerman]

My thinkpad t41p broke completely down two weeks ago. I shipped it in for service - it was shipped to "ServiceGroup", a company which repairs thinkpads for IBM.
The problem was that it would not boot. But besides that there was a host of other problems - along with the thinkpad, I enclosed a list detailing all the problems.

Yesterday I got it back again. I had to pay for the postage at the door, or else I could not receive the package - the postage was 37 USD. I had already paid for postage to the SericeGroup, which was around 25 USD, so total: 67 USD postage.
It's a year old, which means it's covered by both Danish standard warranty, and the 3-year "limited" IBM warranty, yet they make me pay expensive postage both ways.

But that's not all. They had only fixed the ONE problem, being that the computer would not start. Apparantly they have not touched the other problems, when I booted today the keyboard was still loose in the right side, the AC-adapter still makes that whistling noise, and the trackpoint still makes a greasy smudge on the screen.

Are they allowed to treat me this way? I am so very dissapointed.

edit: Oh yea, the paint is also scraped off the bottom right corner now.. I'm positive that wasn't there before, but I can't prove a thing.

[JohnV]

When you called IBM to report an issue did you discuss all the problems with the person on the phone? If not I would only expect them to fix the issue with the computer not booting up correctly.

John

[akerman]

The IBM service guy told me to make a list and enclose it, so I did..

[vpn-user]

The other problems are not fixable just by replacing things.

To stop the keyboard from being loose, stick some TESA power strips under the keyboard, that fixed it for me (T41p).

All these power supplies of that kind (72 W) have that whistling noise.

But what do you call a "trackpoint still makes a greasy smudge on the screen"?

[KrazieF00]

sorry to hear that, I hope I never have to deal with a situation like that if my TP were to break

[pae77]

Sounds like the international warranty service is not as good as the US warranty service. At least in the US, IBM pays the postage both ways and it goes by next day express delivery. Hope I never have to try to get service outside of the US.

[snife]

The IBM service guy told me to make a list and enclose it, so I did..

When you log a call for repair - the person at IBM who you speak with must write everything in the case and suggest appropriate parts to resolve the problem.

The engineer will probably deal with many machines in a day so probably don't ever read anything other than what the case tells them to do

So I think the fault is with the person who took your details on the phone - I would phone back and they should be able to trace who that was.

Regarding the postage, there are different warranties available - you can choose customer carry-in (what I assume you have) which means it is your responsibility to get the machine to IBM/Lenovo or you can get courier collect and return warranty where this will be arranged by IBM/Lenovo. There is also on-site but thats normally unnecessary for most folks.

[MobileGuru]

Wow that really sucks .. I would be irate if I was in your shoes. Since I'm not from your country, I don't know about specific warranty terms, but here in Canada we don't pay shipping either way.

MG.

[akerman]

The other problems are not fixable just by replacing things.

To stop the keyboard from being loose, stick some TESA power strips under the keyboard, that fixed it for me (T41p).

All these power supplies of that kind (72 W) have that whistling noise.

But what do you call a "trackpoint still makes a greasy smudge on the screen"?

Why should I have to fiddle with TESA strips and whatnot? It shouldn't be my problem that the machine is faulty to begin with.
When the lid closes down, the trackpoint touches the screen. Because it's naturally greasy, it leaves a circular mark where it touches the screen, very visible.

There were also other problems that I listed, but I can't say whether or not they have been repaired yet, I suspect not, as all they did according to the service papers was to replace the motherboard.

Regarding the postage cost - under the Danish buyer's protection law §78, the consumer is FREE free from all postage charges in warranty cases, if the item is under two years old.. my thinkpad is only 1.5 years old I called ServiceGroup and informed them that I wanted postage refunded, it's the law in Denmark etc., so they told me to call IBM. Then I called IBM, and they told me to call the ServiceGroup. Great, just great.. I feel like a small ant battling a tank.

[Plinkerton]

Most laptops with trackpoints will leave marks on the screen. Actually, many notebooks with KEYBOARDS leave marks on the screen.

The rest sucks. That postage is insane. Call IBM again, and demand that they take care of the issue.

My past service experience, here in the US has been top notch and I was quite impressed overall.

[motodude]

First off thinkpads are not most laptops, second the trackpoint should not touch the screen, if it does it is defective. I would get my refund then send it back (on their dime) and demand they fix what is wrong.
We're not talking about a $600 Inspiron here!

[christopher_wolf]

How you carry it is a big factor in whether or not you notice a TrackPoint-like smudge on the screen...if you carry it with one arm across the screen, then it might press against the trackpoint..which is the most prominent height feature on the keyboard

[Plinkerton]

I don't know. I mean, I realize that Thinkpads aren't most laptops, but they aren't like "God's Gift" or anything like that. I mean, they're expensive, but they're not insanely more expensive than other decent computers.

Unless there's some super non-flex really thin stuff, I would expect a trackpoint mark, when pressing lightly on the screen.

I use a Radtech screen saver, and I put my TP in my backpack, with books piled on top of it. I never worry about the screen, and so far, nothing bad has happened.

I would bet, that in the majority of thinkpads, you'll get a trackpoint mark. I'd say like 90% of them, when carried with some pressure on the center.

[christopher_wolf]

Simply putting a soft, cloth like material between the keyboard and the screen when the Thinkpad is closed is a very good solution to this problem. Even though Thinkpads (and even PowerBooks) are the *BEST* Laptops I have ever used, Users still have to think as to how to take care of the System and use at least some common sense when it comes to how it Operates; it isn't like it automatically does everything for you including washing your laundry...although that might not be bad

[ddutta]

I had to fix a T42 in India. Took it to a local Thinkcenter and got teh laptop back in 3 hours. Cant complain! Also I know others who got similar prompt service in India.

Hmmm I didnt realize the service levels varies so much.

[MobileGuru]

First off thinkpads are not most laptops, second the trackpoint should not touch the screen, if it does it is defective. I would get my refund then send it back (on their dime) and demand they fix what is wrong.
We're not talking about a $600 Inspiron here!

Actually, if you exert too much pressure on the top cover of a ThinkPad, the grease left behind form your fingers on the trackpoint cap might transfer to the screen .. in the form of a smudge .. if you really exert extreme pressure on the top cover, you will start to see the grease from the keys themselves actually ending up on the screen. You will see that frequently on machines that have been packed into ineffective carry cases or had heavy objects piled on top of them.

It has nothing to do with warranty.

[motodude]

I carry my TP in a satchel 3 days a week for about 12 hrs a day and don't have any "rubbing" problems. But I very rarely carry a textbook and i do have the 15" screen, so maybe this is a 14" problem and/or operator error.

[BillMorrow]

moving this thread to the proper confrence..