IBM EZserv Problem

[drummmaboi]

Hey folks:

I'm having trouble with EZServ and I want to hear anyone's opinion on this matter.

A little more than two weeks ago, I sent in my T43 (2687-DDU) laptop for repair. My laptop was making some weird popping noises after shutting down, and the representative said I should ship it to EZServ (I have a 3-year system warranty). I also decided to complain about some problems with the laptop that were present from first day I received my laptop, because I figured this would probably be the best opportunity to do so. These problems weren't incredibly fatal: abnormal fan noise, a creaky wrist rest (under the right wrist), and smudges on my LCD that didn't seem to go away.

A week later, I received a call from their billing department, and they said that they were going to charge $895 dollars to replace the LCD. They claimed that they performed some tests that showed the smudges on the LCD were due to my putting pressure on the screen. The billing lady even said that the laptop should be the only thing in your bag/backpack, which I find to be preposterous and unreasonable. Although I disagreed with her claim, I told her that I did not want to get the LCD fixed then. I repeatedly asked if the other problems were under warranty and she repeatedly said yes and that I would not be charged for fixing them. She told me it would be sent back the next day.

I called in the next day to check on my laptop, and they told me that it was just being fixed. I called in again the following day and the man told me that the laptop was getting ready to be shipped back.

I had to go on vacation for 6 days, but I noticed that my laptop still wasn't sent out. I called in yesterday, and the lady told me that now my laptop was being fixed. She said that she didn't understand why it wasn't fixed during all this time and that I should call in again tomorrow to check on it.

Today, I called again, and I have become extremely tired of calling in. The representative told me that there were reportedly more problems with my laptop. Apparently, the "insides of my laptop were messed up around the trackpoint," and that my hard drive fails to work and also fails to fit in my laptop. ABOVE ALL, she said the report claimed that ALL the problems were "user-induced," meaning that I caused the problems or it was under wear and tear.

I have become extremely frustrated with this process. I'm starting to believe that the tech people at EZServ are incredibly incompetent. I take great care of my laptop, and it certainly doesn't make any sense to me how my hard drive would suddenly not fit into my laptop; it was absolutely working before I sent it in, and I still disagree that I put any sort of pressure on my laptop that will mess it up. I feel that I am entitled to a brand new laptop, because I certainly don't believe they can "fix" my old one anymore.

I'm quite concerned about how this service request will turn out. I have a feeling I am going to be majorly shafted, but I am prepared tomorrow to escalate the situation and demand a solution that will compensate me. The tech people are supposed to call me tomorrow to explain to me how all these problems were user-induced, but I certainly won't take that as an honest explanation. If anyone has any opinion on this matter, I would like to hear it. Any tips on how to deal with this situation from here on will be extremely helpful. Thanks.

[Thinkpaddict]

I am sorry about the situation you are in.

The best thing you can do is:

1) Be persistent and diligent.

2) Document everything methodically.

3) Don't be afraid to escalate.

Best of luck!

[keithh]

Recently I also went through a tussle with EZServ. From my experience, dealing with the people at EZServ is fruitless.

I would recommend getting in touch with their Executive Customer Relations team through this webpage:

https://www.ibm.com/cgi-bin/email-sjp.pl

Someone from Lenovo got back to me within 2 days, and the issues have been resolved since then.

Good luck.

[drummmaboi]

After filing a complaint last Friday (today's Monday), it turns out that they sent out my laptop an hour after I filed the complaint.

It seems very strange to me how they claimed that my hard drive was 1) not working and 2) unable to fit into my laptop, and the day I file a complaint my laptop is "repaired." Could be a coincidence, but part of me doesn't believe it either.

The laptop that was sent back is operational, although I only turned it on for a minute. Regardless, the problems with my laptop don't seem to be fixed at all, but I will need to inspect my laptop more closely. Upon first glance, my video cable seems to have been jammed into my LCD, there's a chip in my keyboard tray, and I'm missing some screws.

I'm still expecting a call from the resolution manager, but I feel like I've lost a lot of leverage in demanding a new laptop. My problems still weren't fixed, and after all, who would want a laptop that couldn't hold a hard drive? I think I will send an email to Sam Palmisano anyway, but now I'm not sure what to fight for anymore.

[K. Eng]

Definitely send an email to Sam Palmisano. Be polite and concise, and IBM/Lenovo will take care of you. I sent an email and about a week later, I got a call from a Lenovo rep. They had me send my T40 directly to a Lenovo repair shop (as opposed to Solectron) and did a superb job repairing the machine and keeping me informed as to the status of my case.

My experiences with EZServ in the past 2 years have not been good. They were ok the first year I dealt with them, but after 2004 it was nothing but problems. Lenovo would do well to either force them to provide a better level of service, or fire their asses entirely. The whole EZServ operation seems to be a huge [censored].

[BillMorrow]

EZ-Serve has changed over the years from one of the best possible experiences for a thinkpad owner to a place that i WOULD NOT send ANY thinkpad..

i would worry that if i sent a new, never used except to unpack it from the factory sealed carton and carefully place it in the EZServe box, thinkpad that they would find user abuse of SOMETHING and want to bill me $800+..

I have seen this happen many times, to the point that i flinch at the thought of sending ANYTHING to EZServe..

if I were to have a warranty issue i would upgrade to on site service and THEN call for service..

I truly believe that solectron uses thinkpad owners as a source of suckers who will pay up for the most part..
they are on a par with the nigerian oil millions scams (and all the variants) and it is just so sad to see this happen..

[jsteele]

I've just posted a problem I'm now having with T40. I sent it in for a simple USB 2.0 problem and now they tell me I've spilled something in the unit and that it won't power up at all --- except that when I sent it to them it was running fine save for the USB problem. Now they want $725 to fix it or send it back to me "in the condition received" which means non-functional. So now I get to go through this hassle.

[BillMorrow]

it seems that they use, rightly or wrongly, the "spilled liquid" excuse the most frequently, to justify a heavy repair charge..

there is little that you can do about it since they are judge, jury and hangman..

good luck..

[christopher_wolf]

Well, as Bill said, "Good Luck"

You might want to open a complaint with them and ask for proof that something had been spilled in the machine. You might also want to ask them how a small amount of spilled liquid could cause the USB ports to stop working properly. The last bet you might want to go for would be to get it back and send it to another repair center.

It really does seem as if they are using the "spilled liquid" excuse as a catch-all for Thinkpads they won't, can't, or don't want to work on.

[jsteele]

Well, as Bill said, "Good Luck"

You might want to open a complaint with them and ask for proof that something had been spilled in the machine. You might also want to ask them how a small amount of spilled liquid could cause the USB ports to stop working properly. The last bet you might want to go for would be to get it back and send it to another repair center.

It really does seem as if they are using the "spilled liquid" excuse as a catch-all for Thinkpads they won't, can't, or don't want to work on.

It certainly seems so. They are going to send me digital photos of the damage but as proof I find it leaves something to be desired since I know there was no spill. And add to that they tell me that it is damaged so badly that it will not even power up but when I sent it to them it was running fine, save the USB problem.

This kind of behavior has all the earmarks of someone working a contract they know is in its final days and they just don't care.
I've raised a complaint so we'll have to see how it goes.

[christopher_wolf]

Waiiit, they are going out of their way enough to take digital photos of the internals that were damaged but not enough out of their way to help you resolve your complaint? I might be tempted to make sure that they take a picture of the affected area with an identifying feature and/or serial number/model number; they could just take a picture, or have a set on hand, of a unit that did have spill damage and just send you those. It would fit much better, and be easier, with the whole thing about using the spill damage as an excuse to ignore the case.

[jsteele]

Last week I sent an email to "Sam" politely describing the situation from my standpoint. Early Monday morning I received a phone call from a gentleman at Lenovo, Tony, who had been tasked to look into the matter. We discussed the situation as I had described it and he gave me his phone number and a promise to investigate and get back to me as soon as he was up to speed on the details.

Monday evening I received an email from the depot that was supposed to have digital photos of the 'damage' attached but they had been stripped by the office email filtering. So I asked to have them resent. But this morning, Tuesday, there was a message on my office voicemail from Tony saying that he had instructed the depot to repair the unit at no charge and to return it to me immediately.

Needless to say, I'm certainly pleased with this result. Although we never got into it, I have been a loyal purchaser of Thinkpads since my first 701 and on through a 560x, five 600s and two T40s. Although it is getting harder and harder to justify the additional cost of a Thinkpad when faced with the cost of comparable units from HP, Dell, etc., I would expect that I will continue to find a way to justify my probably purchase of a T60 this year. Certainly after today's news that justification is a bit less difficult.

Now of course it remains to be seen how the depot repair comes out. After my recent experience with my other T40 this is an open question. Hopefully all will be well.

[renhui]

What I am thinking right now is that I will make sure to take LOTS of photos for my thinkpad,both inside and outside, or even shoot a short film before I send it in for Easysev in case there is anything wrong, it's quite obvious to me that these repairmen are trying to scam us with "spilled damage" excuse.
OR maybe I should upgrade to on-site service to avoid the hassle.

[jsteele]

That may not be a bad idea

I'm not certain what this was all about, but having some documentation prior to sending it off could certainly be useful. for example in my case when I sent it in it was working fine, save the USB 2 matter. Their report was that it would not even boot, from my perspective utter nonsense, but I had no way to "prove" my assertion other than "trust me." Some photos and/or video might well have proved useful had the situation not turned favorably.

[drummmaboi]

Exactly four weeks ago, I sent in my laptop, and I'm semi-relieved to finally have it back today.

I never received a call from the resolution manager like I was supposed to, probably because they decided to give me the finger and send back an unfixed laptop (right after filing a complaint). After sending an email to Sam Palmisano, I received a call from Terry from "Executive Customer Relations" the next day. He and I discussed the situation, and he steadily declined my demand for a new laptop and a free upgrade to on-site warranty. He said that many customers have been very satisfied with EZServ, although he admitted that I've been going through quite a terrible situation.

He wanted me to send in my laptop to IBM's facility in North Carolina, and he told me that he will update me on the progress of my laptop. I continually asked them why the hell EZServ was complaining about how my hard drive didn't fit into my laptop and how it didn't work, and personally I'm very concerned about such an allegation. Apparently, the keyboard wasn't fit properly, so that's why the hard drive didn't fit in correctly, the trackpoint was having trouble, and why my wrist rest was creaky. I don't quite buy that, but I'm just so tired now anyway.

Overall, this service does feel quite a bit better than EZServ. They did keep in touch with me, but I'm unhappy to report that not everything was quite fixed.

First, they were going to replace my LCD, but since they couldn't find the smudges on it, they decided not to. I'm semi-upset about that, but I guess I can live with the smudges. It just bothers me when I see them, which is all the time.
Second, several of my keys got messed up after I sent it in the first time. They feel noticeably different than the rest of my keys (that famous solid feeling isn't there for these keys), and they're much louder. The IBM tech only refitted my keyboard but didn't fix the keys. There is also a chip near the bottom of my keyboard, which I noticed when I got it back the first time.
Third, after the EZServ people mangled my video cable, the IBM technician set it back in straight, which was nice. However, now a part of my video cable is exposed. Tiny, but exposed. I'm really reluctant to go through all this trouble again, considering that I'm moving back to school soon.

What do you guys think. Should I bother with this entire situation again? I could send it back again, but my laptop is operational; I can turn it on. (You can tell that my standards have gone way low - I'm happy if it can turn it on now). The main concern I have now is that the video cable is exposed. If my laptop can last another two years, I think I'll just be happy with it for now and buy a new one then. Could it die on me in a few months? Let me know your opinions.

And good luck to everybody else. Sending an email to Sam Palmisano seems to be the only way to get things fixed when things go bad. I think I'll just bring my laptop to an authorized place next time, instead of sending it in. Get your notes ready before you talk to them. I did, but in the end my case had so many issues that Terry didn't get them all down correctly. Repeat all your complaints and don't assume that your case log will be read closely; the miscommunication ended up causing my LCD not to be replaced. Any documentation you sent in originally to EZServ will be lost, and I was stupid enough to forget to send it in the second time. And in general, I think it's my unfortunate nature to accept things after some time. After an entire month, that's exactly how I feel. In the end, I guess no one should have the expectation one's laptop will be top-notch shape after any types of repairs. It should be a [censored] right to expect quality service, but unfortunately an unrealistic expectation. Good luck.

[K. Eng]

What do you guys think. Should I bother with this entire situation again? I could send it back again, but my laptop is operational; I can turn it on. (You can tell that my standards have gone way low - I'm happy if it can turn it on now). The main concern I have now is that the video cable is exposed. If my laptop can last another two years, I think I'll just be happy with it for now and buy a new one then. Could it die on me in a few months? Let me know your opinions.

If it were up to me, I would not send the machine back in for service. It is all too possible that something new will get messed up.

And good luck to everybody else. Sending an email to Sam Palmisano seems to be the only way to get things fixed when things go bad.
...
I think it's my unfortunate nature to accept things after some time. After an entire month, that's exactly how I feel. In the end, I guess no one should have the expectation one's laptop will be top-notch shape after any types of repairs. It should be a [censored] right to expect quality service, but unfortunately an unrealistic expectation. Good luck.

I fear that the only recourse we consumers have is to keep protesting the sorry state of warranty service, and to vote with your $. If you aren't satisfied with Lenovo's level of support, don't buy a ThinkPad next time.

[drummmaboi]

I have to unfortunately agree with you, although I do love my ThinkPad. It's just at a totally different level with other brands.

Maybe two years from now, service will be better? Or other brands will catch up? We'll see, I guess.

[jsteele]

My T40 came back FedEx today --- no bad considering it was Tuesday morning that I go the call that it would be fixed N/C. It APPEARS that everything is fine.

They replaced the Systemboard and LCD assembly. Unfortunately they re-imaged the drive but that's no big deal as I had a hard disk clone of the functioning system anyway.

[jsteele]

One of my T40s, a 2379, is back in EasyServ less than 3 months after I go it back from the last time.

Back in June they replaced the systemboard because it wouldn't boot. Last week it went back in for the same problem --- won't boot, no light on the LCD, etc.

The latest status on EasyServ is that they are awaiting parts with no estimated delivery date.

[ronan_zj]

One of my T40s, a 2379, is back in EasyServ less than 3 months after I go it back from the last time.

Back in June they replaced the systemboard because it wouldn't boot. Last week it went back in for the same problem --- won't boot, no light on the LCD, etc.

The latest status on EasyServ is that they are awaiting parts with no estimated delivery date.

i never sent my laptop to their ezservice, instead, i only went to authorized repair center to get my LCD replaced.

[ronbo613]

Not only did it take EZServe two tries to replace the motherboard in my T30 correctly, but when I got it back the second time, the lid was cracked in the corner and the plastic piece around the audio jacks was cracked. Obviously, they had smacked the corner of the laptop. The shipping packaging was undamaged, so the damage was done before it was put into the well-cushioned shipping box.
When I called and asked them about it, they claimed they didn't do it and unless I could prove they did, I was SOL.
The damage isn't major, but the fact they snuck it by me hoping I wouldn't notice is lame. Probably would not buy a Lenovo or IBM product in the future.

[bhtooefr]

Grr, time for more Solectron [censored].

Got my ThinkPad back from Solectron today, after a very weird power issue. I had picked up the laptop, and it suddenly powered down. Removing the AC adaptor and the battery, and then reinserting them fixed it, but the AC adaptor wasn't recognized.

I wasn't able to test the power adaptor - my X21's BARELY works, and I didn't have a multimeter. Otherwise, I would've done that, and completely avoided Solectron.

So, I place a support request. They set up a depot service, and I send the machine in. I had the IBM representative make a note on the case that I was sending the power adaptor in, just in case it was that that was the problem.

They service it in one day, and I get it back. Parts replaced? Two miscellaneous parts (I'll get to the one of them that I know was replaced), and a BIOS reflash. So, I'm thinking, did they swap power connectors on the mobo or something?

Anyway, I pull everything out of the box, and notice a mangled HDD access cover in the box. I had left the HDD in, as I didn't have a hex key handy. Looks like Solectron didn't either, and used a prybar to pull it off. They had put a new HDD access cover on, but left the screw in the old one. Not only that, but the screw hole looks stripped out.

So, I boot the laptop. It boots up, but I notice that it's not charging. This time around, I had a multimeter. I check the adaptor. 0.01 VDC. I check my X21's for good measure (it DOES put out voltage, at least...). 16.45 VDC. Now I'm [censored].

I called IBM, and the power adaptors are backordered! WTF?!?!?!? This is only the power adaptor that every ThinkPad from the late 1990's to mid-2006 uses! But, I'll supposedly have it in 5-10 business days.

I'd love for my next laptop to be a ThinkPad, but I don't know if I can do it. It won't be a Dell, HPaq, Gateway, Apple, eMachines, or Acer. Plus, I can't stand touchpads - has to have the pointing stick. Who does that leave? Toshiba, Fujitsu, Panasonic and Hitachi? Of those, only Toshiba that I know of has pointing sticks...

Oh, and more Solectron [censored].

At work, we use Dells. Mainly Inspiron 1150s. (ick) Anyway, we have an on-site service for a routine mobo replacement, due to no signs of life.

The tech was awesome. But, the mobo he was sent was dead, as well. (He thought it might have been the palmrest.) I took the decision to punt, and go for depot service. He had already taken the HDD out, so he just screwed the HDD mounting screws into the laptop so they wouldn't get lost.

We got the box, and it was to be sent to Solectron. With the horror stories I had read here, I was worried. (This was actually before I sent my ThinkPad in.)

Get the laptop back today. Sure enough, Solectron lost the screws.

[revolutionary_one]

Wow...this thread has honestly made me lose faith in the Thinkpad name. Sure there are claims that the T60 is as pretty well built, but the real question is: can it stand up to SOLECTRON?

I've been avoiding some issues with my thinkpad because I've needed it lately. It seems they arose after a fan issue I got addressed. After reading some of these EzServ / Solectron threads I'm VERY wary of sending it in. Is there anyway to ensure I get the service I PAID FOR and preempt any possible mishandling of my baby?

And also, it's disheartening to hear Bill speak with malice about thinkpads. It seems the tone of all the posts has changed DRAMATICALLY from when I spent a couple months researching the perfect thinkpad back in 2004. And while its hard to hear people speak badly about something i'd be glad to call my inanimate companion I've lost faith in the company behind the name and I honestly not sure if i can say I'd by a thinkpad again.

That being said. I'd like to thank the open forum. And hope we can find a resolution to all our problems.

[bhtooefr]

Update!

On Friday, I dropped my laptop. The hard drive popped out (because I can't get a screw in there), and it bluescreened. Oh well. Turn it off, put the drive back in, and turn it on.

But... wait... the LCD wasn't coming on.

So, I get home, and tear the laptop down, because I think I know what it is. (No Hardware Maintenance Manuals needed here! Good thing IBMs are intuitive to service...)

Get it open, get the palmrest off, and... sure enough, the idiots didn't screw down the LCD connector. Push it down in, turn the laptop on, and I've got LCD.

Anyway, there's a bunch of other screws they left out, including two that help hold the hinges in place - so now I have a bunch of screen wobble.

Love the ThinkPads, hate Solectron.

If you need to get your laptop serviced under warranty, I HIGHLY recommend that you find a Lenovo dealer that does service to take it to - your warranty treats carrying your laptop in as a depot service, not an on-site service.

[K. Eng]

I'd love for my next laptop to be a ThinkPad, but I don't know if I can do it. It won't be a Dell, HPaq, Gateway, Apple, eMachines, or Acer. Plus, I can't stand touchpads - has to have the pointing stick. Who does that leave? Toshiba, Fujitsu, Panasonic and Hitachi? Of those, only Toshiba that I know of has pointing sticks...

I should warn you -- Toshiba's build quality in everything but the Tecra line has suffered greatly in the past few years. Go to the Ars Technica OpenForum and read the comments of Hellion Prime, and you will know what I mean.

Dell and HP have decently built business notebooks that have point sticks. However, I find that the ThinkPad's TrackPoint is still the best.

It's really too bad that Solectron hasn't shaped up.

[K. Eng]

Update!

Get it open, get the palmrest off, and... sure enough, the idiots didn't screw down the LCD connector. Push it down in, turn the laptop on, and I've got LCD.

Anyway, there's a bunch of other screws they left out, including two that help hold the hinges in place - so now I have a bunch of screen wobble.

This is not unusual. The last time I sent my T40 in for service, I got it back with a rattling sound coming from the inside. I opened up the machine and behold... a loose screw was inside. It was from the cage that forms the optical bay, and I had to reinstall it myself.

Also, a rubber foot from the bottom was missing, as was another screw. I was pretty incensed.

[rosemarycane]

I received my thinkpad back the other day for a LCD cover repair. Get the machine back, no hard drive cover, no screw to hold in the drive.

They send me a part and I find out they stripped the hole the screw goes into.

Absolute crap. I upgraded to on-site and sent an email to Sam Palminsano. I am sick of the horrendous service from Solectron.

[revolutionary_one]

Although, i honestly believe you'll hear of the horror stories more often than the stories telling us how great IBM/Lenovo/Solectron service is....this is getting more common than I'd like.

One of the main reasons IBM cited for consecutive loss of profits was their customer support and service outfits just costing too much.
At the same time, this is one of the main reasons the IBM consumer cited as for buying the product in the first place!

I personally think we should start a forum section at one of the very top positions that outllines our concerns. I suggest we submit emails and letters that we've sent to the appropriate IBM personnel. Either at our own behest, or submitted to forum admins which will be posted at their discretion.

It might sound a bit extreme. and there might be caveats to posting personal communications between IBM officials and consumers, but I think a public display of how things have gotten out of hand is the ideal way to incite change in the way John Q. Technician handles our beloved Thinkpads.

Proudly typed on the Thinkpad in the Signature
Johnathan.

[Ken Fox]

Monday the DHL man came to pick up my 3+ week old X60 that was defective (or unusable) due to an excessively hot right palm rest. I was fortunate enough to arrange a return and exchange rather than to have to try to get it repaired by Solectron. The new X60 has yet to be shipped but I can wait on that.

When I called the IBM tech support line about the hot palmrest, the tech arranged to send me a box for the laptop, and once I saw that the laptop was headed to Solectron, I became VERY concerned. I called the number I'd been given by the original tech who arranged for the box, and got transferred to a very helpful and obviously senior technician. He was the one who helped me arrange for an exchange rather than a repair, by asking important questions like how long I'd had the laptop and giving me a number to call to reach someone who might arrange the exchange.

In the course of our conversation it became clear to me that at least some of the IBM technicians and supervisors frequent this board and read posts about solectron service experiences and the like. The expressions of fear I gave this technician did not sound like they fell on deaf ears and it was pretty obvious he'd heard them before.

Since there seems to be a consensus that there is a problem with IBM depot service, with such things as alleged "liquid damage" that forum members assert to be fabricated by Solectron, perhaps a "sticky" thread on Thinkpad Service Issues is in order? If we can make this sufficiently visible so that potential buyers will take notice of it, perhaps we can get the situation changed.

At this point I am going to do everything possible to avoid ever sending in a laptop in the Easyserv box to Selectron, even if this requires insisting on speaking to supervisors in tech support. One can always try to get problems better localized with a tech, and to at least TRY to get them to send you a replacement motherboard (or whatever) rather than subjecting the laptop to the sorts of damage and resulting aggravation that people have reported here.

I for one find these laptops to be easy to work on, and would have no issues whatever with having to do mobo or screen or whatever swaps myself even if it took a couple of hours rather than take the risk with Selectron. There is all sorts of documentation in the hardware maintenance manuals, videos, and the like on the IBM/Lenovo support webpages, that would enable even major parts swaps by a careful owner.

Perhaps if we start insisting on this as an option for service of our laptops, we can find some sort of mutually agreeable solution with IBM service?

[jsteele]

Now my T42p has to go in for service. The video flashes blank if I move the screen and then comes back with all sorts of little artifacts all over it, color fringes partially around buttons, somehting that looks like little green quote marks up and down the screen, etc.

But I really dread sending to to Solectron. The last time a T40 went in they used the "liquid spill" on me and I had to resort to the "Note to Sam" to get it straightened out --- and even then they messed up the audio when they reassembled it.

And it doesn't sound like Solectron is getting any better