EZserve service - DHL lost computer what to expect?

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atuchan · #1 Post by **atuchan** » Sat Mar 03, 2007 1:27 am

Dear forum members,

Since I could not find a thread similar to my experience with the search function, I have decided to write my first post.

I have sent my X41T to Thinkpad Depot service last week to be fixed for broken M/B. IBM was quick and they have promptly replaced my M/B and returned it via DHL. Rather unbelievably, DHL managed to lose my computer somewhere.

Thinkpad depot told me that they will investigate the cae with DHL and if they can not find it within a week, they will replace it.

Did anyone experienced similar problem? And if so, could you shed some light on what to expect (Processes) from IBM/DHL should they fail to find my computer (it has been a week since DHL lost the computer so I am about to give up hope)?

Thank you in advance for your kind responses.

Ken Fox · #2 Post by **Ken Fox** » Mon Mar 05, 2007 1:33 am

atuchan wrote:Dear forum members,

Did anyone experienced similar problem? And if so, could you shed some light on what to expect (Processes) from IBM/DHL should they fail to find my computer (it has been a week since DHL lost the computer so I am about to give up hope)?

Thank you in advance for your kind responses.

I've never experienced this specific problem but if I had to guess I'd say it was probably STOLEN, more likely than not, by an employee of DHL.

It's not exactly a mystery what is in these boxes as they are pretty clearly labeled. It is surprising that more of them are not stolen en route. UPS and DHL must have pretty good systems in place to prevent or catch employee theft of this sort of expensive merchandise that is shipped in large quantities in small and easily stolen boxes. Yet, human nature being what it is, where there is a will there is a way.

If they are going to replace your laptop, consider trying to cajole them to replace it with an X60, even if you have to pay a little bit more to get them to do this.

Eric Giles · #3 Post by **Eric Giles** » Mon Mar 05, 2007 2:05 am

Funny you should mention this-I sent my T40 back to the executive relations group in Raleigh, NC a week or so ago (you can find my thread about my service troubles in the General news/comments forum) to have it re-evaluated for warranty repair. When it did not arrive the day after it should have been sent back to me, I waited a few days and then started calling them to see when my laptop would be shipped back.

Come to find out, although they had a DHL tracking numnber and had supposedly shipped it out on 2/22, DHL doesn't have a record of ever picking up my laptop from Lenovo. Furthermore, Lenovo has yet to find it at their lab after it was reassembled.

So, I think in my case maybe someone inside of IBM/Lenovo misplaced my T40, but regardless they said if they don't find it they would send me out a replacement.

Kinda odd this happened to both of us at about the same time isn't it?

#4 Post by **tomh009** » Mon Mar 05, 2007 3:48 am

You get a tracking number simply by filling in a DHL form, whether on paper or online, so that in itself doesn't mean that you have actually shipped anything.

If there is a tracking number but nothing in the DHL database, most likely the package was misplaced or stolen before being picked up by DHL. There is the slight chance that the DHL driver picked it up without scanning but I think the odds on that are longer.

workproven · #5 Post by **workproven** » Mon Mar 05, 2007 9:41 am

As long as the shipment was insured, you should get a check for the full insurance amount. You may have to show a receipt for the value if DHL thinks the insured amount is out of line. There are a few forms. I've been through this with several different shippers. You should have money in 2-6 weeks from DHL. (I have had other shippers that took a year.)

Good luck. (And enjoy your brand new computer.)

atuchan · #6 Post by **atuchan** » Mon Mar 05, 2007 8:47 pm

Thank you so much for your good advises and encouragements.

Ken Fox wrote: I've never experienced this specific problem but if I had to guess I'd say it was probably STOLEN, more likely than not, by an employee of DHL.

Yes I thought about the possibility. It may also be that they have delivered my computer to someone else. They attempted to deliver my package once but since I was not there, they take it back and then they lost it

The dispatcher was so nonchalant about the loss of my package and that made me mad

Ken Fox wrote: If they are going to replace your laptop, consider trying to cajole them to replace it with an X60, even if you have to pay a little bit more to get them to do this.

Yes. I do not know what they are going to do but replacing it with X60T would be nice. Since X41T is discontinued, I have no idea what would the IBM proposes as a replacement. Since there seems to be problem delivering tablet PC from Lenovo site, I would rather get money and buy it from some retailer..

Eric Giles wrote: ... So, I think in my case maybe someone inside of IBM/Lenovo misplaced my T40, but regardless they said if they don't find it they would send me out a replacement.

Kinda odd this happened to both of us at about the same time isn't it?

I am sorry to hear that you had similar problem. I think they discontinued T40 as well so I wonder if they would propose to replace it with T60. In any case, it is a major hustle isn't it?

I am also seriously worried about identity theft due to the lost computer. I scrambled to change all my passwords at on-line retailers/services to avoid potential problem but since all my files and e-mails are inside the machine, I am very worried. Even if they can not crack the windows log-in, one could always reinstall XP to gain control over my files...

workproven wrote: As long as the shipment was insured, you should get a check for the full insurance amount. You may have to show a receipt for the value if DHL thinks the insured amount is out of line. There are a few forms. I've been through this with several different shippers. You should have money in 2-6 weeks from DHL. (I have had other shippers that took a year.)

Well, I hope IBM insures all their shipment but since it is the IBM which is investigating it with DHL, I am not sure what would it be the outcome. I would not mind sending all my receipts to the IBM/DHL for proper compensation (as I have upgraded RAM and Bluetooth card) but again, I have to wait until they finish their investigation.

workproven wrote: Good luck. (And enjoy your brand new computer.)

Thank you for your good wish. New computer may be only solace I would have out of this hustle.

JHEM · #7 Post by **JHEM** » Mon Mar 05, 2007 9:07 pm

atuchan wrote:I am also seriously worried about identity theft due to the lost computer. I scrambled to change all my passwords at on-line retailers/services to avoid potential problem but since all my files and e-mails are inside the machine, I am very worried. Even if they can not crack the windows log-in, one could always reinstall XP to gain control over my files...

We've said this hundreds of times, but apparently it bears repeating.

Never, EVER send your hard drive in to EZServe. Indeed, never send anything in with your laptop that wasn't in it when you received it from IBM/Lenovo.

Sorry to beat on you when you're down. Hopefully things will work out for you about this, but it appears that DHL is responsible for replacing your laptop, not Lenovo.

James

#8 Post by **JaneL** » Mon Mar 05, 2007 9:22 pm

JHEM wrote:We've said this hundreds of times, but apparently it bears repeating.

Never, EVER send your hard drive in to EZServe. Indeed, never send anything in with your laptop that wasn't in it when you received it from IBM/Lenovo.

I don't know why people don't believe us about this. After all, it's been item #5 in the FAQ for years for a reason. Maybe it's because they never read the story about the FedEx plane that burned on the tarmac with someone's prize TP on board.

atuchan · #9 Post by **atuchan** » Mon Mar 05, 2007 9:25 pm

JHEM wrote: Never, EVER send your hard drive in to EZServe. Indeed, never send anything in with your laptop that wasn't in it when you received it from IBM/Lenovo.

Sorry to beat on you when you're down. Hopefully things will work out for you about this, but it appears that DHL is responsible for replacing your laptop, not Lenovo.

James

Yes, James. You are absolutely right about this. Although, I've asked if I should take other add-ins out before sending the computer to Ezserv but they have told me that it should be "ok." I should have listened to my common sense..

Also, sometime it may be difficult to take HDD out as problem might be software related (one of my complaint seemed to be software related - Lenovo power driver related) so I could not take my HDD out before sending it to them.

atuchan · #10 Post by **atuchan** » Mon Mar 05, 2007 9:33 pm

nonny wrote: ... I don't know why people don't believe us about this. After all, it's been item #5 in the FAQ for years for a reason. Maybe it's because they never read the story about the FedEx plane that burned on the tarmac with someone's prize TP on board.

Hi Nonny, you are absolutely right. Unfortunately, I came across this wonderful forum after my incident (searching through some clue about what I would expect from the incident) and I did not listen to my intuition that it may be bad idea to send extra RAM and BCM module.

I will search and certainly read about the Fedex incident.

Eric Giles · #11 Post by **Eric Giles** » Mon Mar 05, 2007 11:40 pm

Today I asked my contact at Lenovo executive relations to clarify exactly what might have possibly happened to my T40. He said (and I hope it will be ok to relay this) that they had some machines removed from their dock and that it was currently under investigation. DHL claims they never got the shipment, and Lenovo doesn't have it. I should know by tomorrow what replacement machine I will be receiving.

Luckily, I removed my hard drive, optical drive, and new battery from the unit before I send it in-just like I always have for years. I had just installed a newer miniPCI wireless G card, and another 512MB stick of RAM, so those are now gone-as well as the brand new palmrest and keyboard that Lenovo had just sent me under warranty! But I was assured that whatever I receive will be comparable to what I had previously-and in my opinion I have a feeling it will be a bit better.

wogeboy · #12 Post by **wogeboy** » Mon Mar 05, 2007 11:59 pm

I believe you may be correct in your assumption of a 'bump' in machine grade...keep us posted

atuchan · #13 Post by **atuchan** » Tue Mar 13, 2007 10:44 pm

I got some update on the situation.

Apparently, even though DHL lost the machine, IBM is the one which will replace the machine. So, DHL will not send check but IBM (Lenovo?) sales will be contacting me to replace the machine once IBM replacement division finish investigation.

I am not sure what they will offer as replacement but will update for future reference.

Eric Giles · #14 Post by **Eric Giles** » Tue Mar 13, 2007 10:59 pm

atuchan wrote:I got some update on the situation.

Apparently, even though DHL lost the machine, IBM is the one which will replace the machine. So, DHL will not send check but IBM (Lenovo?) sales will be contacting me to replace the machine once IBM replacement division finish investigation.

I am not sure what they will offer as replacement but will update for future reference.

I think both of our machines were in the same lot that were 'lost' by DHL. Lenovo has offered me a more than fair replacement (take a look at the second laptop in my sig) and it should be here this week-by tomorrow probably. I am sure they will take care of you also.

#15 Post by **ryengineer** » Tue Mar 13, 2007 11:08 pm

Wow, a T60 for T40.

atuchan · #16 Post by **atuchan** » Tue Mar 13, 2007 11:46 pm

Eric Giles wrote: Lenovo has offered me a more than fair replacement (take a look at the second laptop in my sig) and it should be here this week-by tomorrow probably. I am sure they will take care of you also.

Hi Eric, thanks for the insight!

Actually, DHL lost my machine locally (they attempted to deliver once while I was not home and somewhere between my house and DHL local distribution center, they lost my machine) so I think it is even worst.

Hopefully, they will take care of me to appease my inconviniences. BTW, did you have to negotiate about replacement computer's spec with the IBM sales people? Since I may need to get X60T, I might as well get touch-screen even if I have to pay the difference.

Eric Giles · #17 Post by **Eric Giles** » Tue Mar 13, 2007 11:59 pm

atuchan wrote:
Eric Giles wrote:

Ok, definitely a difference in how our laptops went AWOL. Honestly, due to the NDA I signed with Lenovo I have probably already said a bit too much, but no I did not have to negotiate at all. They offered me that model right off the bat. Now, since my T40 had a dedicated video RAM system, I mentioned I would like that in my replacement. They actually would have accomodated me with that request I believe, but the wait time was longer. After considering it for a minute, I decided that the Intel 950 graphics were probably better than the ATI Radeon 7500 16MB system I had in the T40-plus, there was no reason for me to get greedy!

Just wait and see what they offer you as a replacement-they might have some new x41T's still-who knows. I was honestly expecting a refurbed T4x series, and that was fine with me so I was pleasantly suprised.

atuchan · #18 Post by **atuchan** » Fri Mar 23, 2007 9:49 pm

Just an update.

I am about to get my replacement computer from Lenovo. The Lenovo Customer Relations has been really great trying to accommodate my needs and they have offered newer model for my replacement.

Although it was a painful experience to lose a computer, whole experience dealing with Lenovo's staffs were really professional and supportive. Albeit it started out with a negative incident of lost computer, whole experience really reconfirmed my loyalty toward Thinkpad brand (for about 8 years now since 570).

leesiulung · #19 Post by **leesiulung** » Tue Mar 27, 2007 1:19 am

Actually, I ask IBM this very question when I sent my X31 in for service a while back since I was concerend. This was back when Thinkpads was still owned by IBM. They did not give me a straight answer, but I surmised the following:

Since Lenovo is the one paying for the shipping they opted not to buy insurance. That is why the claim is not through DHL. Most likely there is no insurance at all to save cost (although most company gives free insurance up to $100), because statistically the chance of DHL loosing your package is very small. It cost Lenovo less to cover the rare occassional losses by DHL than buying insurance for every single laptop being shipped.

Pretty logical and reasonable decision if you ask me....

Pretty similar thing is going on with extended warranty services being bought at electronic stores and in general most insurance related services. It is all in the numbers or statistics and probability if you may.

Brad · #20 Post by **Brad** » Sat Mar 31, 2007 2:42 am

Perhaps someone else received your laptop. I have occasionally received someone else's shipment. No laptops yet though.

EZserve service - DHL lost computer what to expect?

EZserve service - DHL lost computer what to expect?

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