Returning T60p, Furious with Lenovo/IBM

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dagordon · #1 Post by **dagordon** » Tue Jul 17, 2007 9:09 am

I've been a devoted ThinkPad user for I think 8 years now, but I'm honestly considering jumping ship.

I had a T60p 2613-CTO delivered a little over a week ago. Even after updating all of the drivers and software, I'm still occasionally getting a Memory Parity Error blue screen, and my wireless is flaky.

I called tech support on Saturday and was told that I will have to have the machine serviced; the tech said that the motherboard and wireless card should be replaced.

The first problem I encountered was that the warranty was not showing up properly for my system. I selected a 4 year on-site service warranty when I purchased the machine; the warranty is still showing up as 1-year depot. It still has not been corrected. But after several hours on the phone with the "Entitlements" department, they managed to set up a ticket for on-site service.

Another issue was that the name on my account was not showing up properly. This took a massive amount of time to fix.

Yet another issue was that the address at which I would require on-site service is not my home address. This utterly confused tech support. You'd think that their systems would allow for the fact that a person with a laptop might occasionally be at a place other than his home and need service.

I spent literally 3 hours on the phone with tech support and Entitlements from Saturday night into Sunday. After getting the name/warranty/address issue sorted out, I was transferred back to tech support to set up the actual service call. I was then told that their inventory system was down, so they couldn't order the necessary parts.

A supervisor who I spoke to was supposed to call me back or send me an email on Sunday; he never did.

I called back on Sunday and after quite a while on the phone got a service call scheduled for today. I was told during that call and in a call back later that day that the parts were in stock.

I called tech support today to confirm that the service call was still on and was told that it was not; the parts were backordered.

This is not even a full account of IBM/Lenovo's incompetence: the promised phone calls never received, the tech support representatives with accents so thick that they are unintelligible; the repeated misinformation. At one point I was told that the wireless card was built-in to the motherboard. After convincing the tech support agent that the card is separate, he asked
me for the part number so that he could order a replacement; he said that he didn't know how to look it up himself. The tech support agent I spoke with this morning claimed that tech support is unable to verify that parts have actually shipped; the on-site service contractor claimed that they are unable to verify that parts have actually been received. Etc.

I've had enough of this. I'm returning the T60p, and have had the restocking fee waived (there is extensive documentation of this fiasco).

I'm not sure exactly what I'm going to do; I need a laptop, and in my experience ThinkPads are superior machines; but I really don't think I can tolerate this support infrastructure any longer.

whizkid · #2 Post by **whizkid** » Tue Jul 17, 2007 9:27 am

That's a story worthy of Consumerist.com.

pianowizard · #3 Post by **pianowizard** » Tue Jul 17, 2007 9:27 am

I hear you. If this happened to me, I would jump ship too. Just return it and get a Panasonic or HP Business.

When you shop for your next laptop, instead of a brand new unit, it might be better to get an almost new one (with good warranty) that has been tested to work flawlessly.

summa · #4 Post by **summa** » Tue Jul 17, 2007 9:49 am

Next time, wait until Monday to call support -- regardless of who the vendor is.

lophiomys · #5 Post by **lophiomys** » Tue Jul 17, 2007 10:13 am

dagordon,

I have experienced similar things like you in 2004-2006.
Even though it seems to me that in AT service turned to the better in 2007,
or maybe I was just lucky recently.

Anyway, I resorted to buying two used T42p UXGA IPS,
one for work and one for backup/parts.

This way, the incompetence of the management at Lenovo can't reach me,
and they wont cash in on a new Thinkpad for this poor overall performance.
Same as you, at this price level I do not gamble for good service.

HTH

steveg47 · #6 Post by **steveg47** » Tue Jul 17, 2007 10:51 am

dagordon,
Sorry for all the problems you had. It would really help if we knew the country/city you are located in. Knowing this might help some of us determine if bad service is specific to certain geographic locations. Also, did you order online or via a phone salesperson?

tebore · #7 Post by **tebore** » Tue Jul 17, 2007 11:07 am

I know exactly what you're going through. It seems like the reps are trained to tell you what ever it takes to get your off the phone. They tell you they will call you back but never do. They say a ticket has been opened but when you call the second time the ticket is either non-existant or it doesn't list the whole complaint or problem.

I would return that laptop and get a full refund and just get a HP business laptop. Dispite what people think HP has really good service, but ONLY for their business line of laptops if you get the laptops at Bestbuy be prepared to be calling India.

dagordon · #8 Post by **dagordon** » Tue Jul 17, 2007 12:03 pm

steveg47 wrote:dagordon,
Sorry for all the problems you had. It would really help if we knew the country/city you are located in. Knowing this might help some of us determine if bad service is specific to certain geographic locations. Also, did you order online or via a phone salesperson?

Sorry, I hadn't realized that that portion of my profile hadn't been filled out. I'm in Philadelphia, PA. Tech support I was dealing with was in Atlanta, GA.

I may be wrong, but it's my impression that support in Atlanta, GA is still provided by IBM, as opposed to Lenovo, and that part of the problem is that their systems are not very well integrated. (It apparently takes a while for the warranty information for a ThinkPad purchased from Lenovo to show up properly in IBM tech support's systems.) Of course, it's 2007, and this is inexcusable. It also may be that IBM tech support is not terribly well informed about Lenovo's products. (Hence the technician telling me that the wireless card is built-in to the motherboard, and being unable to look up the part number.)

rukiri · #9 Post by **rukiri** » Tue Jul 17, 2007 12:46 pm

If you find a way to get a return w/o restocking fee, *please* let me know how. Preferably the CSR's contact info if you can.

I got a defective T61, sent it in for repair, got it back 3 weeks later still broken and i've been trying to return it ever since. They keep telling me I can't do it w/o rebooking for a new machine.

stephenaron · #10 Post by **stephenaron** » Tue Jul 17, 2007 8:55 pm

so rebook for a new machine adn when that one arrives, return it for a full refund.

#11 Post by **ryengineer** » Tue Jul 17, 2007 11:45 pm

dagordon wrote:I may be wrong, but it's my impression that support in Atlanta, GA is still provided by IBM, as opposed to Lenovo,..........snip..........unable to look up the part number.)

You're quite right. Lenovo has a 5 years deal with IBM for providing warranty support and services to its customers.

As far as your experience with lenovo is concerned; it's certainly very horrible and enough has already been said...

mattbiernat · #12 Post by **mattbiernat** » Tue Jul 17, 2007 11:54 pm

not suprised. the first time I talked to lenovo when ordering my thinkpad they got down wrong home address and wrong model. not to mention that the guy actually insulted me.

dagordon · #13 Post by **dagordon** » Wed Aug 01, 2007 12:15 pm

Well, I've calmed down a bit since my original post. I decided not to return the T60p. For whatever reason it's behaving fairly well lately, and I really don't want to give up the FlexView display...

However: the warranty issue still isn't resolved. My warranty is still showing as 1 year depot service, even though I selected 4 year on-site when I purchased the machine.

I think I've made a half a dozen phone calls about this issue. The first was on July 12. It will be THREE WEEKS tomorrow since this first phone call, and the warranty still isn't showing up properly.

I've called IBM Entitlements, and they get in touch with Lenovo sales, who promises to correct the warranty info. Nothing ever happens.

This level of ineptitude is really amazing. There's a database somewhere with warranty info for IBM machines. There's a record there for my machine. Fix it. This should take a minute.

As it is, what Lenovo has done is borderline fraudulent: they have sold me a warranty that they are preventing me from using in the way it is intended to be used. (I should not have to have an hour long conversation with the Entitlements department every time I want my machine serviced.)

wearetheborg · #14 Post by **wearetheborg** » Wed Aug 01, 2007 2:19 pm

I'd have said look at the order summary for proof, but recently the order summary online was changed to show only the total cost, and not the individual components.

People seem to have better experience with Dell's business division.

furrycute · #15 Post by **furrycute** » Wed Aug 01, 2007 5:49 pm

I am also experiencing problems with getting the proper warranty displayed on the warranty info page.

I purchased 3 year depot warranty. My T60p was deliver around June 15th. As of today, one and half month and 3 phone calls later, the warranty info page still shows my computer has the standard 1 year warranty.

About a month ago, I called up IBM's service center, and I was told by an IBM service support person that it usually takes about 8-10 weeks for warranty info to be updated. Well, it's been 10 weeks since I took delivery of my laptop, warranty info still hasn't been updated.

This is getting on my nerves.

#16 Post by **ryengineer** » Wed Aug 01, 2007 6:24 pm

For warranty issues follow this thread.

#17 Post by **draco2527** » Fri Aug 03, 2007 12:00 am

I had a similar problem with the warranty issues -WEB INFO-!

HERE IS WHAT I THINK THE PROBLEM IS...(IMHO)

The "Company" got purchased by Lenovo, they own the HARDWARE, NAME, ETC...

HOWEVER...I think that IBM still manages the warranty part...INCLUDING $$$...I say this because my warranty was handled by IBM and the webpage had to be UPDATED BY LENOVO...more than one person told me this...and I had to get IBM and Lenovo on the same page...it took three months and some calls for the changes to reflect on the web-page!!! KEEP YOUR RECEIPTS!!! or at least all the order numbers....

Due a search for a post regarding my X60 Tablet and the TPP fiasco...

#18 Post by **ryengineer** » Fri Aug 03, 2007 5:48 am

draco2527 wrote:HOWEVER...I think that IBM still manages the warranty part....

Quite right.

According to an agreement between these two groups, IBM will provide warranty services, support, financing and leasing options for Lenovo PC products for 5 years.

cj3209 · #19 Post by **cj3209** » Fri Aug 03, 2007 12:48 pm

I had a similar problem with 'Entitlements.' What you need to do is to escalate it to a supervisor and have him/her sort it out. They wanted me to fax them a receipt showing that I actually purchased the warranty upgrade. Once I did that, they corrected it and the correct warranty info showed on their website.

It just takes some patience. I've used IBM, DELL, HP, and Apple. So far, the worst was HP (although this was in the Fiorina days...) followed by Dell, IBM, and Apple. Apple actually has been the best in terms of ability to fix the situation. The initial tech rep was able to take care of the problem.

Good luck!

CJ

dagordon wrote:Well, I've calmed down a bit since my original post. I decided not to return the T60p. For whatever reason it's behaving fairly well lately, and I really don't want to give up the FlexView display...

However: the warranty issue still isn't resolved. My warranty is still showing as 1 year depot service, even though I selected 4 year on-site when I purchased the machine.

I think I've made a half a dozen phone calls about this issue. The first was on July 12. It will be THREE WEEKS tomorrow since this first phone call, and the warranty still isn't showing up properly.

I've called IBM Entitlements, and they get in touch with Lenovo sales, who promises to correct the warranty info. Nothing ever happens.

This level of ineptitude is really amazing. There's a database somewhere with warranty info for IBM machines. There's a record there for my machine. Fix it. This should take a minute.

As it is, what Lenovo has done is borderline fraudulent: they have sold me a warranty that they are preventing me from using in the way it is intended to be used. (I should not have to have an hour long conversation with the Entitlements department every time I want my machine serviced.)

SLoweCSL · #20 Post by **SLoweCSL** » Fri Aug 03, 2007 5:04 pm

I hear you, regarding the tech support with Lenovo. My T61 has just left today for a depot repair and I've only had it 3 weeks. They have for the most part been helpful tech support wise. I'm just not so sure about the "type in the problem on the website" and they call you back later.

This was my first company purchase of a Lenovo laptop. In the past we have always bought Dell's, so I've had a lot of experience with Dell tech support, and I have to say I prefer Dell's.

Just the other day, I needed to replace a faulty speaker in a laptop, so I went online with a Live Chat with a tech and 10 minutes later they part was scheduled to be shipped to me and I received it the next morning.

I purchased the Lenovo on the strength of the reviews and the ThinkPad brand because Dell could not get me a system in a timely fashion this time. Next time I may wait and buy from Dell even though I do like the T61 and it's feature set better than the equivilant Dell system.

Just my $0.02.

cj3209 · #21 Post by **cj3209** » Fri Aug 03, 2007 5:17 pm

For tech support, I just call the 800 number to Atlanta and once I tell the tech I know computers, he/she just orders the part or takes in shipping info to have my notebook repaired. Only once or twice have I had to have secondary repairs on the same issue (Solectron).

Dell tech support would ALWAYS force me to go through ridiculous procedures before they did anything - I guess it's their policy. In any case, it was a waste of my time.

Moving from Dell to IBM has been a good move for me.

CJ

SLoweCSL wrote:I hear you, regarding the tech support with Lenovo. My T61 has just left today for a depot repair and I've only had it 3 weeks. They have for the most part been helpful tech support wise. I'm just not so sure about the "type in the problem on the website" and they call you back later.

This was my first company purchase of a Lenovo laptop. In the past we have always bought Dell's, so I've had a lot of experience with Dell tech support, and I have to say I prefer Dell's.

Just the other day, I needed to replace a faulty speaker in a laptop, so I went online with a Live Chat with a tech and 10 minutes later they part was scheduled to be shipped to me and I received it the next morning.

I purchased the Lenovo on the strength of the reviews and the ThinkPad brand because Dell could not get me a system in a timely fashion this time. Next time I may wait and buy from Dell even though I do like the T61 and it's feature set better than the equivilant Dell system.

Just my $0.02.

#22 Post by **draco2527** » Sat Aug 04, 2007 12:29 am

SLoweCSL wrote:I hear you, regarding the tech support with Lenovo. My T61 has just left today for a depot repair and I've only had it 3 weeks. They have for the most part been helpful tech support wise. I'm just not so sure about the "type in the problem on the website" and they call you back later.

This was my first company purchase of a Lenovo laptop. In the past we have always bought Dell's, so I've had a lot of experience with Dell tech support, and I have to say I prefer Dell's.

Just the other day, I needed to replace a faulty speaker in a laptop, so I went online with a Live Chat with a tech and 10 minutes later they part was scheduled to be shipped to me and I received it the next morning.

I purchased the Lenovo on the strength of the reviews and the ThinkPad brand because Dell could not get me a system in a timely fashion this time. Next time I may wait and buy from Dell even though I do like the T61 and it's feature set better than the equivilant Dell system.

Just my $0.02.

That is because you -Company- paid additional $$ for Gold Tech support...if you DO NOT have Gold Tech support the website would have instructed you to call the 800 number. Dell has had a LOT of bad rep for their customer support and with reason! However they have cleaned their image a great deal; now they have different departments that will handle your needs depending on your "purchase level" even the return process is outstanding now...
Before if I returned something it got dropped in a black hole...while they continued to bill for the goods that had been returned...even three months AFTER the fact...NOW..you get an email with the tracking information as soon as you initiate the return process, a day later you get a phone call/email with/from a PERSON at Dell that has been assigned your return. This person will contact you on a DAILY basis to inform you of any updates on the return process AND they give you their direct line should you have any questions...their last email is a thank you and that the return has been received, processed and will show in 2 to 3 weeks...AWESOME! Even their parts ordering is "cake" now...will see how long it lasts...I imagine is not cheap!

eecon · #23 Post by **eecon** » Sat Aug 04, 2007 1:28 am

Would 9-5 Onsite warranty plus the damage protection plan actually be any better or less stressfull in situations like this? My new T61 with a 4yr Onsite with TPP is due next week and my fingers are crossed while holding my breath.

wswartzendruber · #24 Post by **wswartzendruber** » Sat Aug 04, 2007 9:35 am

Huh, interesting. I was given an 800 number from somewhere (don't remember where) and I got the Atlanta tech support center. The guy I spoke with had a southern accent and asked for all my information. He said, "Well, your system's just out of warranty, but what can I do for you today?" I said, "I would like to install a 3rd LAN antenna and install your AR5008 card to go along with it." He tried to get a call-back number, but I'm on an Iraq base and I told him. So he said, "Hang on a minute and I'll check this out." A few minutes later, "Yeah, it's possible." He even thanked me for serving my country. That was the B-E-S-T support I've ever gotten...PERIOD. I called the warehouse, gave them the two part numbers, and now I have 802.11n in my 1953-D6U.

stylinexpat · #25 Post by **stylinexpat** » Sat Aug 04, 2007 11:44 am

That's odd, here in Taiwan all Notebooks purchased here come with an International Warranty for 3 years. They making you pay extra for the warranty now in America?

Returning T60p, Furious with Lenovo/IBM

Returning T60p, Furious with Lenovo/IBM

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