Lenovo Botched My T41p Repair

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JPOESQ · #1 Post by **JPOESQ** » Fri May 19, 2006 1:45 am

What can I say? - I'm flabbergasted.

I sent my T41p in for repair because the motherboard died. They replaced it, of course.

I booted the machine when it came back and it started detecting new hardware. Why?

Well, Lenovo put a T41 motherboard in my T41p. So, instead of 128MB of graphics memory and the FireGL adapter, I have 32MB and a Radeon 7500 adapter. Also, I no longer have Gigabit ethernet because the motherboard now has 10/100.

Good grief! And, I was going to buy another Thinkpad?

Bgradid · #2 Post by **Bgradid** » Fri May 19, 2006 1:53 am

I've been hearing more and more stories like this , ugh

Makes me scared to use my thinkpads warranty should I need to

#3 Post by **bill bolton** » Fri May 19, 2006 1:55 am

JPOESQ wrote:Also, I no longer have Gigabit ethernet because the motherboard now has 10/100.

That sounds like they have given you T40 planar, not any sort of T41! I suggest its time for a free and frank exchange of views with the relevant service group about what their plan is to get your T41p ThinkPad back to specification!

Was the work done by IBM/Lenovo or a sub-contractor?

Cheers,

Bill

pae77 · #4 Post by **pae77** » Fri May 19, 2006 3:10 am

I'm sure it was sheer incompetence. I hope you will complain and let us know how it goes and the ultimate resolution. I'm sure they will end up making you whole, but what a f***in hassle. You have my sympathy, fwimbw.

#5 Post by **GomJabbar** » Fri May 19, 2006 5:22 am

I am not that surprised by this. See the following thread. http://forum.thinkpads.com/viewtopic.php?t=25026

It is unfortunate that IBM never has fixed this.

#6 Post by **underclocker** » Fri May 19, 2006 8:28 am

Join the club. The only good thing is that the IBM call center people should be helpful in getting it back in for another go around.

The real problem is that it's such a waste of time and energy. Some poeple have commented that it's worth having on-site service (and paying for the warranty upgrade) to try and avoid the issues.

I recently had to send an R51 in three times (to Selectron) for one problem to fixed correctly.

JHEM · #7 Post by **JHEM** » Fri May 19, 2006 8:52 am

JPOESQ wrote:What can I say? - I'm flabbergasted.

What can I say counselor other than I'm not.

We're hearing more and more tales along these lines of late, which is the bad news.

The GOOD news is that a call to Lenovo support will quickly get this sorted, but no one should have to go to those lengths for what should have been a straightforward repair process.

Also, just to play the Devil's Advocate for a bit, Lenovo has no idea there is a problem in this matter until you call them. It was SOLECTRON that fumbled the repair and we need to be vigilant in letting IBM/Lenovo know about every instance of less than stellar service afforded by Solectron.

Regards,

James

DIGITALgimpus · #8 Post by **DIGITALgimpus** » Fri May 19, 2006 9:03 am

If it was Solectron... I'm not suprised.

#9 Post by **GomJabbar** » Fri May 19, 2006 9:14 am

I don't know if anybody looked at the link I posted above, but basically another user and myself discovered part number errors in the Hardware Maintenance Manual for the T4x and on IBM/Lenovo's Service Parts list on their website. Specifically these errors were on the system boards.

#10 Post by **jdhurst** » Fri May 19, 2006 9:39 am

The servicer I use is a Company where I have known the people for as long as 20 years. When my T41 required a system board, they ordered the correct part (I personally verified) and IBM shipped a T40 board in a T41 box (that is, the incoming part was marked T41). It was replaced again and all is well. It was *not* my servicer's fault. It does look like IBM made a number of the same errors on parts. ... JD Hurst

#11 Post by **underclocker** » Fri May 19, 2006 11:00 am

But after the first few errors, this mistake/misprint should have been corrected. T41's have been out for years. IBM / Lenovo / Selectron should all be aware of it and how much it costs each time they make this mistake.

pae77 · #12 Post by **pae77** » Fri May 19, 2006 4:41 pm

Somebody's head should roll.

JPOESQ · #13 Post by **JPOESQ** » Tue May 23, 2006 1:40 am

As of today, I am scheduled for IBM Global Repair to come to my office and install the correct planar. It took a couple of calls, but I finally had the problem escalated to a very helpful tech. He went in and spoke with his boss, and obtained authorization to fix the problem on site. They were very embarrassed.

I don't know if it was Selectron - no way of telling - who installed the wrong part. The FRU on the part installed was one digit off of the correct part.

Tomorrow (5/23) is the day scheduled for repair. I will let you know how it works out.

JPOESQ · #14 Post by **JPOESQ** » Tue May 23, 2006 10:46 pm

It"s fixed!

Jiro · #15 Post by **Jiro** » Wed May 24, 2006 12:40 am

Thats good to hear!!! im glad you have your computer up and running perfectly... it kind of gives me some faith, for my thinkpad...

ThinkPad · #16 Post by **ThinkPad** » Wed May 24, 2006 2:12 am

That is a messed up deal. Hopefully I wont have the need to get warranty work done. Many of the things I try to do myself.

JPOESQ · #17 Post by **JPOESQ** » Thu May 25, 2006 12:18 pm

Thanks. Everything is running fine now. The only thing that I had to do in the aftermath of the onsite repair was to replace the keyboard bezel that sustained a litte damage during repair and to replace a few screws that were a little boogered. IBM sent the bezel and screw kit the next day without even balking the slightest bit.

I have sent Thinkpads out for repair before, and have never had one come back without some sort of problem. For example, when I sent a T30 out for repair, it came back with the touchpad/trackpoint cable disconnected.

My motto - do it yourself and do it right. So, I always try to obtain the part and make the repair myself. Not so easy with the system board, though.

JPOESQ · #18 Post by **JPOESQ** » Wed Jun 14, 2006 10:46 pm

I can't believe my bad luck! 3 weeks after jumping through hoops to get the correct system board installed, the new system board goes bad. Now I have bad video memory.

3 calls later to the depot, and speaking with 2 supervisors for escalation, the tech is supposed to come onsite and change the system board once again. This was supposed to have been done on Tuesday, but no call. Then the tech was supposed to come by 5 pm on Wednesday, but no call. Everytime I call to check on status, I am told that the case has been closed and I have to open a new case. This is getting quite ridiculous.

JHEM · #19 Post by **JHEM** » Thu Jun 15, 2006 11:13 am

JPOESQ wrote:Well, Lenovo put a T41 motherboard in my T41p. So, instead of 128MB of graphics memory and the FireGL adapter, I have 32MB and a Radeon 7500 adapter.

Well John, you can take some small measure of consolation from the fact that they've done exactly the same thing to ME!

I'm presently on hold with support in an attempt to escalate this matter after the first individual I spoke with stated that they didn't understand what my problem was "as the T41 and T41p are in the same family!". I explained that I, in effect, sent in a machine with a V8 engine and got one back with a 4 cylinder instead. She still didn't get it! She said that they "took everything off the MB I sent in and installed it on the replacement". Even after I explained that the GPU is soldered to the MB and can't be removed, she replied that "there isn't anything I can do for you".

You all would have been proud of me as I didn't reply to her "well, that's because you're an idiot!".

If and when I get through to a supervisor I'm going to insist that they send me a new MB directly and have someone come out and install it while I watch, or I'll simply do it myself.

Further updates as changes in the situation warrant, film at 11!

Regards,

James

JHEM · #20 Post by **JHEM** » Thu Jun 15, 2006 12:52 pm

Well, my T41p will be heading back to Memphis for another attempt at repair.

At least the supervisor I finally spoke with understood the problem immediately.

As this is only the first time this machine has failed in any way, he rather pleaded that it be sent back to allow them to correct the problem.

Of course, this means I won't see it again until next Tuesday at the earliest, thank God I've got a backup for just these eventualities.

Regards,

James

#21 Post by **GomJabbar** » Thu Jun 15, 2006 1:13 pm

JHEM wrote:You all would have been proud of me as I didn't reply to her "well, that's because you're an idiot!".

James, you must be getting soft now that you're a grandpa!

Did you happen to view the thread I posted above (shown again below)?
http://forum.thinkpads.com/viewtopic.php?t=25026

JHEM · #22 Post by **JHEM** » Thu Jun 15, 2006 1:49 pm

GomJabbar wrote:Did you happen to view the thread I posted above (shown again below)?

Yes I did and interestingly enough no one can find the FRU (39T5395) of the replacement MB they sent back to me!

It's a good thing I'm such a calm and easygoing individual.

Regards,

James

JPOESQ · #23 Post by **JPOESQ** » Thu Jun 15, 2006 6:47 pm

JHEM wrote:
GomJabbar wrote:Did you happen to view the thread I posted above (shown again below)?
Yes I did and interestingly enough no one can find the FRU (39T5395) of the replacement MB they sent back to me!

It's a good thing I'm such a calm and easygoing individual.

Regards,

James

Well, my stars! That is exactly what they did to me. The correct motherboard part number is 39T5495. They put the 5395 into my machine as well, and it is not a T41p! No more gibabit ethernet but 10/100, no more 128MB video but 32K, no more USB 2.0 but 1.1. What a bunch of idiots.

So, my continuing saga is that the tech still did not come. Instead of calling to make an appointment, he called and said what time he was going to arrive. I wasn't going to be there so we set 6pm today. Then he called back and canceled, saying that it would take 2 hours to swap out, and he is coming tomorrow.

Now... there is a real problem back there when the depot cannot read the correct part number off of a motherboard. To find the part number, remove the memory door, remove your memory card if any, and the FRU is right there on a sticker. It's supposed to be a 39T5495 not a 5395!

For my repair, I had them read the number back to me twice to verify what they ordered, and I'm going to look at the board tomorrow before it is installed.

JHEM · #24 Post by **JHEM** » Thu Jun 15, 2006 6:53 pm

Thanks for the update counselor.

I'd ask you to let us know what transpires tomorrow, but I'm pretty sure I'll be able to hear you all the way from Sacramento if they don't go well!

Regards,

James

JPOESQ · #25 Post by **JPOESQ** » Sat Jun 17, 2006 1:37 am

JHEM wrote:Thanks for the update counselor.

I'd ask you to let us know what transpires tomorrow, but I'm pretty sure I'll be able to hear you all the way from Sacramento if they don't go well!

Regards,

James

Well..., I have a new systemboard and my video is back. But..., when the machine was reassembled, for some odd reason the fan immediately started to sound like it's grinding rocks. So, the tech ordered a new fan assembly which is supposed to arrive on Monday. I will pop out the old fan and install the new fan myself since it's an easy job. Can't figure out why the fan is making noise now... even tried oiling it.

davidspalding · #26 Post by **davidspalding** » Sat Jun 17, 2006 12:15 pm

FOD*, maybe.

Foreign Object Damage, a common aviation nightmare.

#27 Post by **archer6** » Sat Jun 17, 2006 12:22 pm

JPOESQ wrote:Well..., I have a new systemboard and my video is back. But..., when the machine was reassembled, for some odd reason the fan immediately started to sound like it's grinding rocks. So, the tech ordered a new fan assembly which is supposed to arrive on Monday. I will pop out the old fan and install the new fan myself since it's an easy job. Can't figure out why the fan is making noise now... even tried oiling it.

I sincerely commend you on your patience...

I will leave my repair stories in their proper place _the past_

JPOESQ · #28 Post by **JPOESQ** » Tue Jun 20, 2006 9:40 am

I'm finally up and running again. IBM sent out a new fan which I installed yesterday.

Sooo, I'm now on my 3rd motherboard (used serviceable part, not brand new) with a new fan (that is quiet as a mouse).

Hopefully, this will be it. Only 6 months left on the warranty.

Now... my order is going in for an X60s!

JHEM · #29 Post by **JHEM** » Wed Jun 21, 2006 10:00 am

JPOESQ wrote:I'm finally up and running again. IBM sent out a new fan which I installed yesterday.

I'm glad to hear of your success in resolving the problems John.

Would that my own situation were so rosy!

In an extreme case of "WTF" I received my T41p back this morning after two days of "repair" at EZServe (Monday and Tuesday).

So I immediately ripped it out of the DHL box, opened the memory compartment and was greeted with an FRU sticker proclaiming 39T5395!

Needless to say I was extremely vexed and exercised by this finding and called EZServe immediately. I asked for immediate escalation from the first minion I spoke with and eventually was put through to a "manager".

After serving this individual a fresh steaming rasher of shi* he arranged for DHL to pick the unit up today and return it to the IBM/Lenovo RAID department for proper handling.

We'll see what transpires!

Regards,

James

JPOESQ · #30 Post by **JPOESQ** » Fri Jun 23, 2006 12:06 am

JHEM wrote:
JPOESQ wrote:I'm finally up and running again. IBM sent out a new fan which I installed yesterday.
I'm glad to hear of your success in resolving the problems John.

Would that my own situation were so rosy!

In an extreme case of "WTF" I received my T41p back this morning after two days of "repair" at EZServe (Monday and Tuesday).

So I immediately ripped it out of the DHL box, opened the memory compartment and was greeted with an FRU sticker proclaiming 39T5395!

Needless to say I was extremely vexed and exercised by this finding and called EZServe immediately. I asked for immediate escalation from the first minion I spoke with and eventually was put through to a "manager".

After serving this individual a fresh steaming rasher of shi* he arranged for DHL to pick the unit up today and return it to the IBM/Lenovo RAID department for proper handling.

We'll see what transpires!

Regards,

James

Oh, good grief! I can't believe that group.

I'm now wondering if anyone pays attention to what they are doing over there. Most likely they looked at the FRU on the board and just put another one in with the same FRU, and didn't pay attention to what you asked to have done. I know that I have written notes to them before when I sent a machine for repair and they ignore what I say.

My best suggestion... escalate it, tell them how badly they screwed up, and insist on a tech coming to you. Make them order the board while you are on the phone, and read back the part number to you for verification. Then, when the tech arrives as in my case, check the FRU before he rips open the machine.

I'm never buying another machine that does not have onsite repair.

Lenovo Botched My T41p Repair

Lenovo Botched My T41p Repair

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