Not happy with my warranty repair- suck it up?

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RoxyRose · #1 Post by **RoxyRose** » Mon Jun 11, 2007 12:13 pm

Hey,

I was having usb and video issues with my T41. It qualified for onsite repair, so they sent a person over. He was rushing and shoved things in and forced things togeter. By the time he was done, there was a bulge above the power button and my top case was extremely scratched up. I called IBM and they said talk to him again. He refused to take responsibility for the top case, trying to blame my linoleum table for making deep cut like scratches. I ended up talking to them again and forcing them to replace the top case. He came back even though I requested someone else and replaced the case. Not only do the screws look like they are in the wrong place, he use the same stick covers over and they are just falling off. Also, he didn't have another IBM emblem so he reused the old one and it looks like crap (I just removed it). The palmrest was also not put in properly. I ended up just fixing it msyelf. The worst part is, the bulge is actually worse now. before it just seem like the top case wasn't fitted properly (it would give when I pushed it) and now it seems like something is in the wrong place causing a hard bulge. In the end the problem was solved, but my nicely kept T41 looks like it had been abused. Am I being too whinny or do I really have valid complaints. If so, what now?

#2 Post by **carbon_unit** » Mon Jun 11, 2007 12:21 pm

It sounds like you have a valid complaint, but it also seems that the repairman is not going to do any better of a job. You can complain and maybe get them to compensate you but they may send the repairman back again. Personally I would just go get the hardware maintenance manual and fix the bulge myself before the repairman tears things up any worse.

Is it possible that he is the only one available?
As a side note, not all onsite repairmen are like that. I know I certainly am not.

#3 Post by **Harryc** » Mon Jun 11, 2007 12:22 pm

Simple, keep calling back until it's fixed to your satisfaction. Escalate to a supervisor and specifically request another Tech to come to your place...or fix it yourself

.

#4 Post by **gator** » Mon Jun 11, 2007 1:00 pm

That sounds like really bad service. Call support, explain your problem and ask to talk to a supervisor. Politely request (don't demand!) them to replace all parts and do not accept service if the same tech comes.

I hope things get ok soon.

jkahng · #5 Post by **jkahng** » Mon Jun 11, 2007 1:32 pm

geez, i've heard of horror stories as yours. i don't like to point fingers, but this guy has it coming...
i would take HarryC's advice and have it escalated.
if you decide to fix the bulge yourself, take pictures first of the current condition.
good luck...

ragefury32 · #6 Post by **ragefury32** » Mon Jun 11, 2007 5:06 pm

Ah. Well, here's what you do. Get an IBM ECS+ account (That's Electronic Service Call) tool here at:

https://www-930.ibm.com/support/esc/signin.jsp

Login and see if you can find the request ticket. Usually on the request ticket it'll tell you the call center designation for the tech...ask VERY specifically:

a) That the ticket not to be handled by that specific tech.
b) Find out who the authorized service company happens to be (the one in the New York Metro Area is QualXServ) and ask to speak to someone from that firm to complain about the service provided.

If you can, make it so IBM must care about the quality of work done, as in "You know, each additional bit of work done is billable to your company. This is shoddy work that is costing your firm an extra trip out there, and since the tech is paid per hour, he's using it to pad his hours there". Pursue the argument in that direction, and if you can post pics of the damage done to your machine (even a pic taken from a cameraphone will help) to prove your case, oh, IBM will back you. Be courteous but firm.

RoxyRose · #7 Post by **RoxyRose** » Mon Jun 11, 2007 7:58 pm

I tried to use ECS, but it was redirecting me to useless pages. I'm just worried that IBm will see my complaints as no big deal. What exactly is IBM required to provide on warranty service. I thought it was supposed to be in good shape functionally and cosmetically after a repair; ie missing feet replaced etc. Or am I wrong. But man this bulge...it won't show up on camera I think. And he has the nerve to say its just like that? If he notices it too obviously it's not! He kept trying to push it in!

RoxyRose · #8 Post by **RoxyRose** » Tue Jun 12, 2007 2:49 am

The keyboard also seems to be bulging too. And a key slid off when I placed the laptop at an angle. I am so disappointed. I am going to send it to the depot. Bad idea?

ragefury32 · #9 Post by **ragefury32** » Tue Jun 12, 2007 9:32 am

Rosannafe wrote:I tried to use ECS, but it was redirecting me to useless pages. I'm just worried that IBm will see my complaints as no big deal. What exactly is IBM required to provide on warranty service. I thought it was supposed to be in good shape functionally and cosmetically after a repair; ie missing feet replaced etc. Or am I wrong. But man this bulge...it won't show up on camera I think. And he has the nerve to say its just like that? If he notices it too obviously it's not! He kept trying to push it in!

It's only SEEMINGLY useless, but there are rhyme and reason to the insanity. First, click on "Open Service request", select "Hardware/Personal Computing". When you hit "submit" it should split into 2 sites - one for IBM support, the other for Lenovo support. Click on Lenovo support and continue. On the left side, click on "Submit a request", select your geographical region and pick "Notebooks/handhelds" and THEN click continue.

This would bring you to the "real" ECS+ site. If you click on "view my requests" and use the same contact information for your support case you SHOULD be able to see the relevant information on-hand.

BTW, I had an unfamiliar technician do that to one of my X31s. Messed up the Cardbus ejector rod and the metallic guard surrounding the audio ports so it created a disturbing bulge.
That's pretty much the pure reason why I stuck with a single IBM Tech in my area for the past 2 years.

RoxyRose · #10 Post by **RoxyRose** » Wed Jun 13, 2007 5:20 pm

Thanks for your clarity, it did get me to the right place, but even with my address it wouldn't show my service requests. However, the site www.ibm.com/support/ezserv allowed me to put in the actual case number and see updates. Either way, the laptop is going to the depot. It's overheating now and I can't let this go unfixed. Thanks for everyone's help, will update you.

RoxyRose · #11 Post by **RoxyRose** » Thu Jun 21, 2007 5:58 pm

Just to update. Sent it to the depot and it came back in pretty good shape. I wanted the LCD replaced...didn't happen, but all other issues were solved expertly. I guess I am happy!

#12 Post by **carbon_unit** » Thu Jun 21, 2007 9:38 pm

The depot must be getting better. I recently had a good experience with them too.
Glad to see you got it worked out.

RoxyRose · #13 Post by **RoxyRose** » Thu Jun 21, 2007 10:06 pm

Thanks carbon!

Not happy with my warranty repair- suck it up?

Not happy with my warranty repair- suck it up?

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