IBM warranty issue...

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vikingboy · #1 Post by **vikingboy** » Mon Dec 18, 2006 1:34 pm

I bought an external IBM keyboard with built in trackpoint and touchpad four months ago and have been happy with it until it failed last week with the block of keys surrounding 'p' failing.

I spoke to my IBM reseller today and they told me IBM only warranty keyboards for 90 days and therefore is isn't covered.

Excuse me but I thought I was dealing with a quality brand here and not some cheap Chinese 'knock em out cheap' company....I certainly didn't pay a cheap price for my keyboard.

not happy <rant over>
Ian

JHEM · #2 Post by **JHEM** » Mon Dec 18, 2006 5:03 pm

Ian,

First, please update your profile with your location, it's only by checking your email address that I know you're in the UK.

Second, on this side of the pond keyboards come with a one year warranty.

I'm assuming based on your description that you have this keyboard. If so, scroll down on the page and you'll see that it also has a one year warranty. The keyboard should have shipped with a copy of the warranty in the box it came in. Either print out the page from the above URl or take the copy of the warranty back to your reseller and get a replacement.

James

vikingboy · #3 Post by **vikingboy** » Mon Dec 18, 2006 5:13 pm

Hi James,

Thank you - profile updated

This is the keyboard I have http://www5.pc.ibm.com/uk/products.nsf/ ... enDocument

same as what you linked to but without numeric keypad on the side.

You are right that the warranty does seem to be 12 months so I'm not sure what my reseller is talking about re the 90days. I'll dig the paperwork out and have a word with him tomorrow.

thanks
Ian

#4 Post by **carbon_unit** » Mon Dec 18, 2006 7:08 pm

Maybe it is a refurbished unit? Then it might have a 90 day warranty.

JHEM · #5 Post by **JHEM** » Mon Dec 18, 2006 9:18 pm

carbon_unit wrote:Maybe it is a refurbished unit? Then it might have a 90 day warranty.

If the fact that it was a refurbished unit wasn''t shared at the time of purchase, I wouldn't want to be the reseller who sold it to Ian.

The UK has very strict consumer protection laws and they have teeth.

vikingboy · #6 Post by **vikingboy** » Tue Jan 02, 2007 11:38 am

well this just got a whole load more interesting

I spoke to IBM whose representative in the Uk said that the warranty on my IBM keyboard is only 90 days, regardless of the fact the keyboard has a slip packed in with it saying the warranty is 12 months. She kindly sent me the agreement which was displayed when I completed the purchase.....Ive attached it here for your reading. Its the very last line you want to read....if anyone wants the original IBM file than I am happy to provide, feel free to email me.

thanks
Ian

Information Bulletin for Customers
Sale of IBM Maintenance Parts
This information bulletin should be read in conjunction with the IBM Acquisition Agreement available in hardcopy format on request or online at http://www.ibm.com/products/uk (select Service Parts, Terms and Conditions).

***
Senior Admin's massive snippage of overquote..
***

Once a Returns Authorisation Number has been issued the customer is required to return parts within 20 working days. If parts are not returned within 20 working days the customer will be deemed to have accepted those parts. Returned parts received after 20 working days will be rejected back to the customer.

PRICES
Prices are subject to change without notice. Parts will be invoiced at the lower of either the selling price quoted, if the order is placed within one month of a written quotation, or the price in effect at the time IBM accepts the order.
WARRANTIES
The warranty provisions in the IBM Acquisition Agreement apply to sales of parts. The warranty period is three months.

#7 Post by **bill bolton** » Tue Jan 02, 2007 5:36 pm

vikingboy wrote:I spoke to IBM whose representative in the Uk said that the warranty on my IBM keyboard is only 90 days, regardless of the fact the keyboard has a slip packed in with it saying the warranty is 12 months.

I suggest that you immediately contact whichever authority monitors the consumer protection/fair trading legislation in your area and discuss this problem with them. Under most consumer protection legislation in "common law" countries, it doesn't matter what the agreement says about warranty if the vendor subsequently provided you with a written indication of a longer warranty at the time of delivery of the ordered product.

If you get confirmation of that position from the fair trading authority, get the specific details of the legislation from them and then go back to Levnovo and quote the relevant Act to them.

Cheers,

Bill

JHEM · #8 Post by **JHEM** » Tue Jan 02, 2007 7:17 pm

Ian,

First, you didn't purchase a "maintenance part" replacement keyboard, you purchased an IBM/Lenovo retail packaged external keyboard.

Second, over here, the warranty information that ships with an item is the warranty in effect on it. I would think that would be the case over there as well.

Call Lenovo back and escalate. I would also contact Trading Standards and file a claim against Lenovo in the interim.

wehugheog · #9 Post by **wehugheog** » Fri Jan 12, 2007 9:22 am

I can not complain about IBM/Lenovo warranty:

-got my motherboard replaced while on holiday in Thailand (on-site)
-got my cd-drive replaced in Portugal (on-site)
-got my CPU cooler replaced in the Netherlands (on-site)

No questions asked.

I did however pay for the onsite warranty.

Try to escalate it with IBM. Good luck!

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