I got my laptop fixed (Problem on T60 LCD)

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zhoncheng82 · #1 Post by **zhoncheng82** » Tue Mar 06, 2007 5:59 pm

I bought a lenovo thinkpad T60 on last December. On Feb 22th, 2007, when I turned my laptop on,I found that there was a vertical black straight line on the left portion of the LCD screen. The line almost went through the entire screen from top to the bottom. I took three photos of the phenomena on LCD.I contacted Lenovo service immediately that day. After discribing the phenomena,the customer service staff wanted me to send the laptop back to lenovo for repair. I sent it back to Lenovo on Feb 27th, 2007. At that day,when I checked the status of my case, the technichian told me that there was a crack on the LCD screen.He said this crack is caused by myself, it is not covered by warranty.He said I need to pay 700$ to replace the LCD.I disagreed with his conclusion and wanted to esclate this case. Lenovo said they need to take some photos of the phenomena.After 4 days, I checked the esclated case, they answered me that they sent the photos to the repair center and the repair center still thought it is a crack on the LCD.I am not satisfied with their answer. I complained this to the support manager .She insisted this problem is my fault. Lenovo is not responsible for this case.

I am 100 percent sure that I used my laptop currectly.I did not apply any strong force on the LCD and did not put anything between the keyboard and the LCD when I closed the lid.The day I found the problem, I just opened the lid and turned it on. I don't think it is a crack on the screen and it is my fault.It is the defect of the LCD.

Here is the photos IBM sent to me. They said this is the crack on the screen.

http://www.mitbbs.com/mitbbs_article.ph ... t=1&ap=268

http://www.mitbbs.com/mitbbs_article.ph ... &ap=288298

http://www.mitbbs.com/mitbbs_article.ph ... &ap=695620

What can I do?

Moderator edit: #1 do not post duplicate or TRIPLICATE posts. Your other two have been locked.

zhoncheng82 · #2 Post by **zhoncheng82** » Tue Mar 06, 2007 6:44 pm

To Moderator: Sorry about that.

zhoncheng82 · #3 Post by **zhoncheng82** » Tue Mar 06, 2007 6:49 pm

Does anyone can help me?

I have complained this to BBB. I don't know it is gonna work or not.
If it doesn't work, I have to complain this to the corresponding consumer protection agency or court.

SpaRood · #4 Post by **SpaRood** » Tue Mar 06, 2007 6:59 pm

All I have to say: this sucks!

What kind of warranty do you have? Does you ensurance cover this?

#5 Post by **carbon_unit** » Tue Mar 06, 2007 7:05 pm

I've never seen a crack that looked like that.

#6 Post by **BillMorrow** » Tue Mar 06, 2007 7:26 pm

those photos are inconclusive..
all they show are/is a row of pixels that appear to be a line..
i don't see a crack anyplace..
the photos are also just generic photos..!
no tie in to your thinkpad, could be ANY thinkpad or, for that matter, ANY display from ANYthing..

you say: "I bought a lenovo thinkpad T60 on last December.
On Feb 22th, 2007, when I turned my laptop on......"

does that mean that you first turned it on in february..?
or that suddenly, in february, this line appeared..?

where are your pictures that you took..?

i want to see more pictures so as to better judge whats going on, here..

and you need to be more specific and give some more information..

zhoncheng82 · #7 Post by **zhoncheng82** » Tue Mar 06, 2007 7:55 pm

This black line appeared on Feb 22th,2007. I noticed this when I turned my laptop on.

This is the photo I took.

http://www.mitbbs.com/mitbbs_article.ph ... t=1&ap=309

#8 Post by **Kyocera** » Tue Mar 06, 2007 7:57 pm

Looks like dead pixels

zhoncheng82 · #9 Post by **zhoncheng82** » Tue Mar 06, 2007 7:59 pm

BillMorrow wrote:those photos are inconclusive..
all they show are/is a row of pixels that appear to be a line..
i don't see a crack anyplace..
the photos are also just generic photos..!
no tie in to your thinkpad, could be ANY thinkpad or, for that matter, ANY display from ANYthing..

you say: "I bought a lenovo thinkpad T60 on last December.
On Feb 22th, 2007, when I turned my laptop on......"

does that mean that you first turned it on in february..?
or that suddenly, in february, this line appeared..?

where are your pictures that you took..?

i want to see more pictures so as to better judge whats going on, here..

and you need to be more specific and give some more information..

Those three photos are from IBM customer service. They insist that this is a crack.

The photos they sent to me are in bmp format,I just convert bmp into jpg. I don't know why they send me generic photos. I can't get any information from the photos

#10 Post by **GomJabbar** » Tue Mar 06, 2007 8:03 pm

I will say that it doesn't look like a typical crack. The typical cracks I have seen are more widespread and quite obvious. However to me, it does look like there might be a very small crack right at the bottom of the dark line. The net effect of the crack is the line of pixels above it. I am looking at the third photo at the darkest spot. There appears to me to be a crack running vertically (from the 7 o'clock position to the 1 o'clock position) through the middle of this dark spot. It is short, perhaps 1/8" (3 mm) long.

zhoncheng82 · #11 Post by **zhoncheng82** » Tue Mar 06, 2007 8:04 pm

And they said I put a pen or something between the keyboard and the LCD when I closed the lid. That's the reason caused this "crack"

I didn't believe what they said and argured with the support manager. The manager still think it is my fault.

#12 Post by **tomh009** » Tue Mar 06, 2007 8:31 pm

That surely is no crack.

If there is a local ThinkPad dealer in town, you might want to walk in and discuss the issue with them. They might have more success in getting the LCD replaced (and replacement is what it needs).

zhoncheng82 · #13 Post by **zhoncheng82** » Tue Mar 06, 2007 9:08 pm

I am in a some town. Laramie, Wyoming. There is no local service or dealer here. I ordered this laptop from Lenovo offical website.

mitchellst · #14 Post by **mitchellst** » Tue Mar 06, 2007 9:21 pm

When you get the laptop back. Check to see that Lenovo hasn't actually cracked the LCD. If they haven't, pm me, and I'll get it replaced for you under warranty. The photo you showed is not a crack. I'm not sure about the blurry distorted photos you said that they took. If the only problem with your LCD is the line that you photographed, I will get it covered.

To be fair though... If I get it, and there is a crack, there's nothing I can do, because they'll bill my store their rediculous price for that LCD.

zhoncheng82 · #15 Post by **zhoncheng82** » Tue Mar 06, 2007 10:11 pm

mitchellst wrote:When you get the laptop back. Check to see that Lenovo hasn't actually cracked the LCD. If they haven't, pm me, and I'll get it replaced for you under warranty. The photo you showed is not a crack. I'm not sure about the blurry distorted photos you said that they took. If the only problem with your LCD is the line that you photographed, I will get it covered.

To be fair though... If I get it, and there is a crack, there's nothing I can do, because they'll bill my store their rediculous price for that LCD.

I am pretty sure that there is no crack on the LCD. It is exactly a black line on the screen as I photoed.

BTW: How do you get it replaced for me under warranty?

JHEM · #16 Post by **JHEM** » Tue Mar 06, 2007 10:23 pm

zhoncheng82 wrote:BTW: How do you get it replaced for me under warranty?

That is a conversation best conducted in private.

James

zixy_tris · #17 Post by **zixy_tris** » Tue Mar 06, 2007 11:07 pm

Did you use a credit card to pay for it. Most credit cards cover products for accidental damage for 90 days. If it is Blue form AMEX or Citibank Platinum you are covered for sure. I f I am not wrong they cover till $1000. Look your benefits and call them. Make sure you first read their damage claim info before. For AMEX you have to report either within a week or two.

Temetka · #18 Post by **Temetka** » Wed Mar 07, 2007 12:02 am

JHEM wrote:
zhoncheng82 wrote:BTW: How do you get it replaced for me under warranty?
That is a conversation best conducted in private.

James

Although I am not a mod, I was about to say the same thing.

gotconsultants · #19 Post by **gotconsultants** » Wed Mar 07, 2007 1:43 am

that does not look like a normal crack, but does look like an LCD issue... The best thing to do is call Lenovo... Technical support is NOT Lenovo but outsourced IBM support, whom then in turn outsources it to a company called QualixServ. I would recommend you call your Lenovo sales rep as he can assist you best...

NS · #20 Post by NS » Wed Mar 07, 2007 4:37 am

Do this if you dare. Use your fingernail and scraped the line gently and report back what is the feeling like. Use your fingers and touch across the line gently and DO NOT do it with force because you might cut your finger and get yourself poisoned. Tell me what is the results of doing this. Do you feel the LCD is smooth across the so called as crack???

When you switched off your thinkpad, look carefully at your screen by shining a torchlight at the screen and look for the line.

From what i can see, that is not a crack. It might be dead pixels or problem with the LCD assembly itself. If you want to see a real crack screen, i can show you the real cracked up screen.

BTW: The 1st 3 URLs tagged in your 1st post is NOT working. I have clicked on the links and saw 1 chinese sentence stating that there is an error and that image is removed.

zhoncheng82 · #21 Post by **zhoncheng82** » Wed Mar 07, 2007 10:57 am

NS wrote:Do this if you dare. Use your fingernail and scraped the line gently and report back what is the feeling like. Use your fingers and touch across the line gently and DO NOT do it with force because you might cut your finger and get yourself poisoned. Tell me what is the results of doing this. Do you feel the LCD is smooth across the so called as crack???

When you switched off your thinkpad, look carefully at your screen by shining a torchlight at the screen and look for the line.

From what i can see, that is not a crack. It might be dead pixels or problem with the LCD assembly itself. If you want to see a real crack screen, i can show you the real cracked up screen.

BTW: The 1st 3 URLs tagged in your 1st post is NOT working. I have clicked on the links and saw 1 chinese sentence stating that there is an error and that image is removed.

I have fixed the URL problem. Can I post any pics on this forum?I don't know how,so I have to post them on other forum and post the link of the pics here.

My laptop is still at the repair center,so I can not do what you suggest

NS · #22 Post by NS » Thu Mar 08, 2007 5:14 am

Boy, this is IBM Singapore\'s reply to me...

I have tried to post an email to them with your photo link and this is their reply. That is not a crack as many of us have mentioned here...

from Service Centre <svcctr@sg.ibm.com>
to Boon Hui <kohboonhui@gmail.com>
date Mar 7, 2007 6:18 PM
subject Re: help me see what is this...

Hi Boon Hui,

Thank you for contacting IBM/Lenovo Service Centre Singapore.

Based on the picture from the link you provided, it is not a cracked line, it is defective of the lcd panel. Please kindly send the machine to service center and get it service.

Thank you and have a nice day!

Warmest regards,
Lim Tauleong
IBM Service Centre (S\\\'pore).
9 Changi Business Park Central 1
The IBM Place II, Level 1
Singapore 486048

Tel: 1800 418-9933 (Toll-Free)
Fax: 6587-1723
Website : http://www-8.ibm.com/sg/servicecenter/

Opening Hours : Mon - Fri, 9am - 7:30pm (except public holidays)

nxman · #23 Post by **nxman** » Thu Mar 08, 2007 9:25 am

The black line indicates a crack 100% happened to me with an HP notebook before my advice replace the LCD or live with it not just Lenovo all PC manufacturers will refuse to fix it on warranty sorry.

zhoncheng82 · #24 Post by **zhoncheng82** » Thu Mar 08, 2007 12:25 pm

NS wrote:Boy, this is IBM Singapore\'s reply to me...

I have tried to post an email to them with your photo link and this is their reply. That is not a crack as many of us have mentioned here...

from Service Centre <svcctr@sg.ibm.com>
to Boon Hui <kohboonhui@gmail.com>
date Mar 7, 2007 6:18 PM
subject Re: help me see what is this...

Hi Boon Hui,

Thank you for contacting IBM/Lenovo Service Centre Singapore.

Based on the picture from the link you provided, it is not a cracked line, it is defective of the lcd panel. Please kindly send the machine to service center and get it service.

Thank you and have a nice day!

Warmest regards,
Lim Tauleong
IBM Service Centre (S\\\'pore).
9 Changi Business Park Central 1
The IBM Place II, Level 1
Singapore 486048

Tel: 1800 418-9933 (Toll-Free)
Fax: 6587-1723
Website : http://www-8.ibm.com/sg/servicecenter/

Opening Hours : Mon - Fri, 9am - 7:30pm (except public holidays)

Thank you very much! I really apprieate your help.

zhoncheng82 · #25 Post by **zhoncheng82** » Thu Mar 08, 2007 1:24 pm

I just contacted the Customer Relationship Manager. She said "according to our engineer, it is a crack on the screen and Lenovo is not gonna responsible for this". This is the final result,they will send my laptop back to me without any service.

I am considering sue IBM.

#26 Post by **GomJabbar** » Thu Mar 08, 2007 2:06 pm

The resolution of the pictures you posted is not good enough to make a conclusive diagnosis. I suggest when you get your laptop back, get a magnifier out and carefully look over your screen in the darkened area. If there is a crack, it may be very short. You should be able to tell for sure if you look at it with a magnifier. Like I posted previously, it did appear to me that there could be a short crack in the darkest area at the bottom of the black line.

zhoncheng82 · #27 Post by **zhoncheng82** » Thu Mar 08, 2007 2:12 pm

Where can I find a third part agency or company to identify whether it is a crack or not?

Does anyone know where can I find such agency or company?

zhoncheng82 · #28 Post by **zhoncheng82** » Thu Mar 08, 2007 3:05 pm

Does anyone know where can I find e-mail, address or phone no. of the high level manager in Lenovo?

primedude · #29 Post by **primedude** » Thu Mar 08, 2007 3:16 pm

It used to be the case, even for a while after the sale, that you could email Sam Palmisano at IBM in a situation like this, and an appropriate manager would help resolve matters. Has anyone used the form lately to try to resolve problems with Lenovo?

Ken Fox · #30 Post by **Ken Fox** » Thu Mar 08, 2007 3:23 pm

primedude wrote:It used to be the case, even for a while after the sale, that you could email Sam Palmisano at IBM in a situation like this, and an appropriate manager would help resolve matters. Has anyone used the form lately to try to resolve problems with Lenovo?

Hard to imagine how this could hurt, but also a bit hard to imagine how it would help. It would be sort of like complaining about that Lexmark printer you bought last month. Like the Thinkpad line, IBM used to own what is now Lexmark.

Of course, you could email Mr. Yuan Yuanqing of Lenovo; how's your Chinese?

I got my laptop fixed (Problem on T60 LCD)

I got my laptop fixed (Problem on T60 LCD)

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