Lenovo Service Rocks: My turnaround time with T42p repair

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texasdiver · #1 Post by **texasdiver** » Tue Oct 31, 2006 12:35 pm

Hi guys:

I reported last thursday that my T42p was malfunctioning with a fan error that prevented it from booting.

I called IBM/Lenovo service at about midnight on Thursday Oct 26 and reported the problem. The confirmed my warrantee was still valid. The laptop is 21 months old and I had the standard 3-year ship it in warrantee.

8 hours later on Friday Morning Oct 27 the DHL guy was at my front door with a shipping box to ship the laptop back to Lenovo. I dinked around getting it ready for shipping (removed the Hard Drive, battery, and DVD drive as instructed) and had it ready to ship by around noon on Friday. I called DHL and just missed the noon cutoff for scheduling a home pickup. So I dropped the package off at the DHL main office in Waco Friday evening just before 6pm when they closed.

This morning (Tuesday Oct 31) the DHL guy was at my door with my good-as-new Thinkpad all fixed and ready to go.

With overnight shipping and the weekend I can't imagine that Lenovo had my machine for more than a single business day. More likely it seems that they received it and shipped it back the same day.

All the DHL boxes had pre-printed and pre-paid labels so I didn't have to do anything or pay anything to have this warrantee service done.

In any event, I am now incredibly happy I paid the extra cash for a Thinkpad rather than going the easy route and getting a Dell like I used to always do.

crazyfrog · #2 Post by **crazyfrog** » Tue Oct 31, 2006 4:02 pm

Very good story. Increase my confidence in Thinkpad/Lenovo.

#3 Post by **underclocker** » Tue Oct 31, 2006 4:29 pm

Very good to hear, just like the old days of IBM service!

paras · #4 Post by **paras** » Tue Oct 31, 2006 4:52 pm

Good to hear your positive experience with IBM/Lenovo. Ive had a similar experience myself, received box from IBM to ship my T30 on Monday and received laptop back on Wednesday..! Incredibly fast and polite customer service. As long as it stays that way I will continue to use and recommend Thinkpads religiously

texasdiver · #5 Post by **texasdiver** » Tue Oct 31, 2006 5:38 pm

Yes.

What I didn't mention on my original post was that I got through to an expert techie within a matter of minutes with a very minimum of phone menus and hassle. He was patient enough to walk me through the process of removing my HD and waited on the phone while I ran down a screwdriver.

All in all, a very satisfying experience, especially compared to my recent torture dealing with Dell regarding some desktop machines we have.

NS · #6 Post by NS » Wed Nov 01, 2006 3:47 am

Wonderful to have another satisfied IBM/Lenovo customer.

pksw · #7 Post by **pksw** » Fri Nov 17, 2006 12:43 am

My experiences with IBM Australia have been excellent too. My t41p broke down whilst I was on the road in 2004. They sent a courier out the next business day (I was 300 km from a major city), collected the laptop via road, flew it to Sydney and returned it with a new motherboard in under 4 working days.

Three weeks ago, the same laptop died. There was someone I could speak to at 11pm (I thought I'd get a recorded message). Again, a courier picked it up by car, flew it to Sydney, and returned it to Melbourne repaired in 4 working days. (When I started it up it died again, so had to go thru the whole exercise again!)

The standard 3 year warranty has been very handy for me. I will buy another IBM, due to the excellent turnaround time in repair.

chan_man · #8 Post by **chan_man** » Fri Nov 17, 2006 9:05 am

I am also a satisfied service customer. Sent in my T41 for an intermittent ethernet port. Called on a Wed, box arrived Thursday. Dropped off at DHL on Friday afternoon, fixed and returned by Monday at 10:00.

fbrdphreak · #9 Post by **fbrdphreak** » Fri Nov 17, 2006 10:19 am

texasdiver wrote:With overnight shipping and the weekend I can't imagine that Lenovo had my machine for more than a single business day. More likely it seems that they received it and shipped it back the same day.

Last I heard, depot service policy is to do everything possible to service and ship back same day they receive it. Best bang for the buck warranty out there in my opinion

#10 Post by **daeojkim** » Fri Nov 17, 2006 4:52 pm

I believe that in most cases the warranty services have been excellent with IBM and Lenovo is continuing with the quality work since it is one of the major reason why there are so many loyal customers.

Sometimes we do hear horror stories, but it is generally true that people tend to post bad experiences more often than good ones. So in realty I am sure that horror stories occur less often than we may perceive from reading stories in forums.

In any case, I am glad to hear that your laptop has been repaired nicely.

M|S|W · #11 Post by **M|S|W** » Fri Nov 17, 2006 5:38 pm

My T40 had a dim screen

But my laptop has warranty until 12. december and IBM replaced it with a new one

It took about five days, but i`m very pleased with the result. I like IBM and i think i will be loyal to them forever.......for me they are the best

Lenovo Service Rocks: My turnaround time with T42p repair

Lenovo Service Rocks: My turnaround time with T42p repair

well done.

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