Z61M VIDEO PROBLEMS AND SUPPORT HAS NO PARTS IN STOCK

Message

omays4430 · #1 Post by **omays4430** » Thu Nov 29, 2007 9:07 am

Ive owned this laptop for a tad over a yr now and my 3rd issue, which is, when on power plug then switching to battery to move screen vigorously flashes on and off. on battery at times the bottom screen will do the same thing, flashin on and off, and others where the screen will display white lines. ive gotten a pure run around then last tech i called says parts are out of stock and he dont know when theyll be in, a system board and planar card. so i guess im stuck and at LENOVO's mercy w a wasted 2000 dollar laptop.....

Any suggestions??? plz help

omays4430 · #2 Post by **omays4430** » Thu Nov 29, 2007 8:54 pm

well ive talked to a few more people and as it turns out, my 3 year on site warranty means nothing it seems. i was told by a tech that since my laptop is 1 of the older series type mother boards with a socket 479 mPGA basically a soldered cpu, its going to be awhile till a system board gets in if they do get in. i asked if there was anythintg else to do, all he could say was "IM SORRY BUT NO THERE ISNT"! ok so whats the point of my 3 year warranty if it doesnt cover my laptop? i wished i would have known Lenovo does this type of stuff and that my laptop would have been a waste of money, i would have bought a dell or something else that i know works for atleast the first 4 months without falling apart.

does anyone know what i should do to get my Z61 back to normal?????

#3 Post by **ryengineer** » Thu Nov 29, 2007 9:10 pm

I sent you a pm shortly after your 1st post, please check it.

omays4430 · #4 Post by **omays4430** » Thu Nov 29, 2007 9:13 pm

i didnt see it till after that post. woops lol

thank you for the info ryeengineer. i do highly appreciate it. i purchased that pc over any other brand because of the IBM THINKPAD name and durability that they live up to.

Bob34 · #5 Post by **Bob34** » Thu Nov 29, 2007 9:57 pm

If they don't have replacement parts they have to replace the laptop correct?

I have a z61m, and I'm thinking of extending my 1year onsite to a 3 year depot, but since our series is dead and gone I'm wondering if its worth it.

omays4430 · #6 Post by **omays4430** » Thu Nov 29, 2007 10:18 pm

theyre tellin me that the warehouse wont get these boards in till May or June hopefully..................so 6 - 7 months i gotta wait it seems. some customer relations person is supposed to call me in 3-5 business days. o boy i feel like a sitting duck at their mercy. ive been so let down, and here i thought when i bought it i was getting the best made laptop money can buy (at almost $2,000.00) i guess not......

sorry i just dont know what to do. i have an expensive paper weight for the time being it seems

ajkula66 · #7 Post by **ajkula66** » Thu Nov 29, 2007 11:16 pm

Having your attorney write them a letter if the issue doesn't get resolved by the end of next week wouldn't be the worst idea...my $0.02 only...I'm pretty stunned by this story, since my experiences with IBM/Lenovo have been the exact opposite of yours...

Good luck.

omays4430 · #8 Post by **omays4430** » Fri Nov 30, 2007 12:07 am

the supervisor i spoke with was so polite and actually pleasing to speak with. he told me that he escalated it to customer relations and that theyd calll me in 3-5 days. hes the person who told me there is a VERY long wait time on my system board. he seemed the most helpful and polite so far in this situation presently, yet still cant resolve it. im hoping maybe the customer relations person can resolve this issue. im flustered at this point, and rather depressed too.

ive babied this thing since i had first recieved it. i love how the thinkpads are from what ive seen on other ones. i just might have gotten bad luck and recieved a one in a thousand BAD Thinkpad. well i guess ill have to wait for this customer relations person to call and i hope that they would be able to restore my trust in the ThinkPad name.

im glad to finally be a part of this community. i tried back when i first got my TP but my email address wasnt acceptable then. i just want to also say THANK YOU...........im glad to be aboard

Bob34 · #9 Post by **Bob34** » Fri Nov 30, 2007 8:36 am

Please keep us informed on the outcome as I do not want to expand my warranty if they won't resolve issues in a reasonable amount of time.

Thanks. Hopefully they will do whats right and replace the laptop if the parts are truly going to be delayed weeks. I also hope you didn't send in your hard drive.

cj3209 · #10 Post by **cj3209** » Fri Nov 30, 2007 11:37 am

Yes, I'm interested in knowing the outcome as well as I use a Z61t for work.

I fully expect Lenovo to replace your notebook with another z-series or a T61 series as waiting for months on a part is ridiculous.

If they don't do it, it could be a sign of things to come and perhaps time to jump ship...

omays4430 · #11 Post by **omays4430** » Fri Nov 30, 2007 6:27 pm

im hoping by monday to hear something as to whats going to happen. i would just truly like to be able to use a laptop i paid for to its full potential and not have to worry about things that dont work, or if its gonna bust down like a time bomb.

IF, they do replace my laptop and not make me wait for parts to come in, will my replacement have the same features as my present one? like 9 cell battery 100gb hdd and so on?

omays4430 · #12 Post by **omays4430** » Fri Nov 30, 2007 6:36 pm

well i just checked my email and they sent me 1 saying that they ordered the parts and that they are on back order. so i guess that means that i DO have to wait........

did i do something?

omays4430 · #13 Post by **omays4430** » Fri Nov 30, 2007 7:17 pm

This E-mail is from IBM Global Services we show that on () you opened ( )....we show that at the present time 1 or more of the parts needed to effect your repair are on backorder. One of our Field Service Representatives will be contacting you once they receive the BACK ORDERD part (s) which have been ordered by IBM Technical Support. At that time they will call to make an appointment with you for a time to perform the service. We're sorry for the delay and are doing everything we can to get your order filled as quickly as possible.

If you have any questions or concerns please call us at 800-952-1141 opt #3 . And please reference your case number.

Thank you.

^^^^i copy pasted the email i received.......

cj3209 · #14 Post by **cj3209** » Fri Nov 30, 2007 7:20 pm

I'm not sure what you use your notebook for but I would escalate this and tell IBM/Lenovo that the usage of your notebook is critical for your business/work. They are obligated to provide a replacement if they cannot provide the necessary part(s) within a reasonable amount of time. A few months is NOT REASONABLE and may necessitate a visit with your attorney.

You probably shouldn't expect a brand new notebook but they should provide a decent working notebook.

I don't have time to look at the legality of this but I remember something like this happening to another member some time ago.

CJ

omays4430 · #15 Post by **omays4430** » Fri Nov 30, 2007 7:37 pm

this is rather driving me bonkers though. its nice to see how people are treated once you buy their product and something god forbid happens to it. i just wish i was 1 of the lucky people who received a true THINKPAD and never went thru this. from what i see, some luck out and some are punished.

well hopefully the supervisor i spoke with REALLY DID escalate it to customer relations and i do get my PC fixed "properly" in a more reasonable time frame.

"kicks self in the [censored]"

omays4430 · #16 Post by **omays4430** » Mon Dec 03, 2007 4:33 pm

well, hopefully parts will be available to me by mid dec early january..... its alot sooner than what i was expecting. but still...

cj3209 · #17 Post by **cj3209** » Mon Dec 03, 2007 4:46 pm

Wow.

If this happened to me, I would be contacting IBM/Lenovo and telling them that a month is NOT reasonable to get a part. What if you're a business and depend on your notebook? You'd be out of business pretty quickly or buying another computer.

Here is an excerpt from your pre-2007 warranty:

"What Lenovo Will Do to Correct Problems
When you contact a Service Provider for service, you must follow the problem determination and resolution procedures that we specify.
diagnosis of your problem can be made either by a technician over the telephone or electronically by access to a support website.
The type of warranty service applicable to your Machine is specified in Part 3 - Warranty Information.
You are responsible for downloading and installing designated software updates from a support web site or from other electronic media,
following the instructions that your Service Provider provides. Software updates may include basic input/output system code (called
programs, device drivers, and other software updates.
If your problem can be resolved with a Customer Replaceable Unit (“CRU”) (e.g., keyboard, mouse, speaker, memory, hard disk drive),
Service Provider will ship the CRU to you for you to install.
If the Machine does not function as warranted during the warranty period and your problem cannot be resolved over the telephone
electronically, through your application of software updates, or with a CRU, your Service Provider, will either, at its discretion, 1) repair
function as warranted, or 2) replace it with one that is at least functionally equivalent. If your Service Provider is unable to do either,
return the Machine to your place of purchase and your money will be refunded.
As part of the warranty service, your Service Provider may also install selected engineering changes that apply to the Machine.

The interesting part is where they say that Lenovo will replace your notebook or that you can get your money back (which I wasn't aware of). Good things to use as bullets when you talk to Lenovo Support...

Maybe times have changed but a month is too long for me. I'd be looking for another notebook company like Dell or HP. If this is the 'new' IBM service, it's time to switch back to Dell/HP - ouch...

CJ

omays4430 · #18 Post by **omays4430** » Tue Dec 04, 2007 10:03 am

yes, but what people say and what they do are two totally different things it seems like. i was contacted by IBM customer relations yesterday. he said hes going to try and find me a system board within 2 days and go from there......

i hope they atleast conpensate me having to wait a few weeks for everything. its not my fault lenovo is having contractual issues with the board manufacturer, but i have to wait for them to finish "airing their dirty laundry" to get serviced........

omays4430 · #19 Post by **omays4430** » Tue Dec 04, 2007 4:34 pm

i really must say, that a "certain" person that i was referred to, totally went out of his way to help me. he's one of the most polite, helpful and understanding person ive ever dealt with in any circumstance. my problem is being resolved and im gonna go ahead and get a replacement laptop with equal or better technology to fix all issues i am having with current system.

thank you everyone for your help and insight to guide...

Joe

cj3209 · #20 Post by **cj3209** » Tue Dec 04, 2007 4:41 pm

Whew. Good for you! I guess I'll stick with Lenovo and continue with my order of many thinkpads for work...

CJ

Sheesh...

Bob34 · #21 Post by **Bob34** » Wed Dec 05, 2007 11:20 pm

Good to hear! Please let us know if you actually get a laptop. I may extend my warranty a year and then go buy an R or T serious next year if I like what I hear.

omays4430 · #22 Post by **omays4430** » Sat Dec 08, 2007 3:43 pm

indeed i will keep everyone updated. as i havent gotten my replacement as of yet, i cant wait to put that thing to work as soon as it gets here. its supposed to be a T61 646501U model.

hey and thanks again everybody for helpin me resolve this issue with my Z, ill post when my replacement comes in.

omays4430 · #23 Post by **omays4430** » Tue Dec 11, 2007 1:39 pm

i just got my replacement and OMG! this thing is a pure TANK! (T61) i am utterly in awe with this thing. all i can say is "wow"

#24 Post by **ryengineer** » Thu Dec 13, 2007 10:13 pm

omays4430 wrote:i just got my replacement and OMG! this thing is a pure TANK! (T61) i am utterly in awe with this thing. all i can say is "wow"

Congrats and Enjoy!

rasada · #25 Post by **rasada** » Fri Dec 14, 2007 3:39 am

moved to new thread