Outrageous service time on my x41t(2 months So far, no fix!)

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renhui · #1 Post by **renhui** » Mon Feb 04, 2008 1:05 pm

Latest Update on Feb 26th (2 months and 9 days so far):

Lenovo finally agreed to issue a replacement to us. I should be able to get the model number tomorrow and will keep you guys posted.

Just hope they don't give me some kinda crap seeing the x41t we have is the second highest-end model available worldwide (only the processor is PM 1.5 instead of 1.6)

thank you for coming in to read this story.

The LCD screen stopped working on my wife's x41t in middle Dec, so I took it to a local depot on Dec 17th to get it fixed. I trust local depot more than those easyserv centers 'cause I am more comfortable with face2face communication.
I was told a service time of roughly 10 days even though I didn't get it back until Jan 4th (friday afternoon). Surprisingly enough, while the LCD problem got fixed, we got couple new problems:
1) several keys on the keyboard didn't work though it's a new keyboard
2) There were 2 cracks on the LCD bezel
3) LCD hinge cover was half broken.
4) Microphone stopped working
plus the screws covers were really messed up.

I had to take it back the following Monday (Jan 6th) and was quoted a 10 days service time. I was really mad when I expressed my concern of losing the laptop for another 10 days and was told by the service guy that if I don't like the service time I can send it off to IBM. I told the guy that IBM easyserv no way would cover these cracks on the LCD bezel.

After 10 days on Jan 16th I got a call from the depot and was told they couldn't fix it though I had been following with the repair process and was told everything was going well.

At this point, I was rather calm than super mad, they said they would send it off to IBM to get it fixed 'cause there's clearly someting wrong with the motherboard they couldn't handle. I said fine. I will be satisfied as long as it's got fixed soon.

And now it's been 19 days since the laptop was sent off to IBM, and no news, nothing.

Mind you know that's it's been one and half month since I first took the laptop in for service. The worst part is that I don't know how long it's gonna take. Another one months? Or another 14 months when the warranty runs out?

I am really lost at the point about my options. I don't know if writing to IBM would do anything.

Any suggestions would be appreciated.

Trekk69 · #2 Post by **Trekk69** » Mon Feb 04, 2008 2:01 pm

That sucks,
Hopefully soon (and keep my fingers crossed I don't run into any problems)

ThinkPad · #3 Post by **ThinkPad** » Mon Feb 04, 2008 4:21 pm

Wow sorry to hear. Im about to send my X41 in for an LCD replacement, I hope I dont experience any of the horror issues with IBM service.

#4 Post by **RealBlackStuff** » Mon Feb 04, 2008 4:44 pm

Unfortunately that's not IBM, but Lenovo Canada, and from the cry-outs on the Lenovo Forum, Lenovo Canada is one big mess at the moment.

Trekk69 · #5 Post by **Trekk69** » Mon Feb 04, 2008 4:51 pm

RealBlackStuff wrote:Unfortunately that's not IBM, but Lenovo Canada, and from the cry-outs on the Lenovo Forum, Lenovo Canada is one big mess at the moment.

Really why is that?
When I ordered my thinkpad last Nov everything was smooth and easy. And I mentioned problems I had read about to the guy I was ordering it from and he was saying that those were stories from the States, and that Canada's Service was much better.....but maybe its not, because you mention it.

ajkula66 · #6 Post by **ajkula66** » Mon Feb 04, 2008 10:31 pm

IBM still rocks in USA...I've received a completely refurbished A31p only three business days after sending it in, with a new mobo, LCD, keyboard and a bunch of replaced plastics...so, at least for some machines, "good old days" are still here.

#7 Post by **BillMorrow** » Tue Feb 05, 2008 2:56 am

renhui,

i would ask where they sent it and how and when..
i would also request a telephone number for the "IBM" service center they claim has it..

then i would get on the telephone and verify that they actually have it..

this sounds to me like a run-around..

it must be a very poor service center if they can not repair a thinkpad without causing further damage..

renhui · #8 Post by **renhui** » Tue Feb 05, 2008 12:07 pm

Thanks for the replies and support, Guys, especially to Bill, I just emailed the local depot for the case number and the phone number of the IBM service center the laptop was sent to.

renhui · #9 Post by **renhui** » Tue Feb 05, 2008 2:09 pm

Got the reply from the local depot who sent the laptop to IBM and was told they can't release the phone number to me as there are different areas for consumers and Authorized service providers.
I am going to write to IBM Canada to let them know the story and see if they can provide any useful information.

bobdsmith · #10 Post by **bobdsmith** » Mon Feb 11, 2008 8:14 pm

Sounds like a bummer. I recommend learning how to replace parts like that yourself, just in case there is a next time.

A while ago, someone stepped on the LCD of my X61s, causing insane cracks in it. I never got enough evidence to raise a case on them, and they refused to just pay me to get it repaired. In any case, I bought a monitor off eBay and installed it myself. The whole process took about a week. Just make sure you dont snag any wires when you reassemble the lid. Don't want to loose wireless, now, do we?

renhui · #11 Post by **renhui** » Wed Feb 13, 2008 3:42 pm

A quick update here:

Got a phonecall from local depot yesterday and was told it's back from IBM and ready to pick up.
Then I went there during the noon only to find out there are still problems with it, namely the keyboard(all four arrows keys don't work), new crack on the palmrest, broken pcmcia slot door and a missing rubber cover for the screw on the LCD. Plus the hinge is much tighter than before that you have to try really hard to rotate the screen, definitely something wrong.
The local depot guy said he would call IBM and get back to me.

So much for two months!

I guess Lenovo/IBM may not care about me anymore. I am sure if I run a business, I would be out of business by now with no laptop for two months (so far) and I doubt if Lenovo/IBM will be on my future laptop shopping list.
I don't really know what to do now other than to wait REALLY PATIENTLY.
Who knows how long it's gonna take for them to actually fix it.

bobdsmith · #12 Post by **bobdsmith** » Wed Feb 13, 2008 7:47 pm

That is pretty bad. I have no idea how they go around causing messes like this, after all, its supposed to be IBM were talking about here.

(And how much effort and force is needed to crack a bloody Thinkpad?) I feel your pain, mate.

renhui · #13 Post by **renhui** » Thu Feb 14, 2008 4:02 pm

Any suggestions? Guys. I am really really lost.

Trekk69 · #14 Post by **Trekk69** » Thu Feb 14, 2008 4:03 pm

I pray for you?
Sorry I got nothing...

teetee · #15 Post by **teetee** » Thu Feb 14, 2008 7:18 pm

I am just wonder can't you fill out a service request on IBM/Lenovo website by yourself instead of go through depot?

When I received my X41t with broken keyboard mouse button and clicking hard drive, all I did was that I opened a service request online form and they sent me the replacement keyboard/hard drive the next morning by DHL express with the return shipping label. I wonder if they will do the same if you need to replace your LCD or motherboard.

1. They seemed to break more stuff than they fixed.
2. Did they give you any proof of the machine has been taken care of in IBM/Lenovo?

I wonder if they didn't send the laptop to IBM/Lenovo at all. To me it feels more like they didn't follow the HMM procedure at all when they opened your machine. HMM(Hardware Maintenance Manual) sometimes could be really hard to follow but at least there won't be any broken LCD bezel even after you had to replace everything inside the LCD assembly(in this case it would be the antenna, LCD panel, inverter, digitizer panel, and LCD cable).

renhui · #16 Post by **renhui** » Tue Feb 19, 2008 5:22 pm

Thanks for the support guys, No update so far = Really frustrating. Mark@Lenovo offered to help at one point however I've yet to hear from him since.

I've been really really patient and yet to file a complaint with IBM. Seeing this thing isn't going anywhere, I may have to do that.

teetee wrote:I am just wonder can't you fill out a service request on IBM/Lenovo website by yourself instead of go through depot?

Only User replaceble parts can be replaced by our user, otherwise the machine has to go to an authorized center to get serviced.

#17 Post by **JaneL** » Tue Feb 19, 2008 8:30 pm

renhui wrote:Mark@Lenovo offered to help at one point however I've yet to hear from him since.

When was that, and was that here?

renhui · #18 Post by **renhui** » Tue Feb 19, 2008 8:37 pm

nonny wrote:
renhui wrote:Mark@Lenovo offered to help at one point however I've yet to hear from him since.
When was that, and was that here?

It was on Feb 06 when he pmed me HERE to offer help. I guess the problem might be he is in US and has no access or authority to investigate something here in Canada.

I've just filed a complaint with Lenovo and IBM using the online submission form and let's see if anything will be happening anytime soon.

#19 Post by **Mark@Lenovo** » Tue Feb 19, 2008 11:47 pm

Renhui,

This is my fault. You provided me contact information in your PM, but no case numbers so I wasn't able to reference the service tickets or easily take action.

However, you still have the problem and I didn't follow up with you.

I apologize and will ensure you get some help tomorrow.

I've responded to your post on the Lenovo forum as well.

Trekk69 · #20 Post by **Trekk69** » Wed Feb 20, 2008 3:26 am

I continue to give you my support....hopefully soon!

#21 Post by **underclocker** » Wed Feb 20, 2008 7:21 am

In the past, IBM has replaced my ThinkPad with a newer model for much less of a service issue. I'd request an X61t!

renhui · #22 Post by **renhui** » Thu Feb 21, 2008 1:48 pm

Mark@Lenovo wrote:Renhui,

This is my fault. You provided me contact information in your PM, but no case numbers so I wasn't able to reference the service tickets or easily take action.
.

Thanks for the reply, Mark, I got an email from a Lenovo representative yesterday about the issue, at least someone is looking at this.
And I got an update from the local depot guy this morning and was told the machine will go back to IBM for another round of service.
Let's see how long this will take this time and how this will turn out.

underclocker wrote:In the past, IBM has replaced my ThinkPad with a newer model for much less of a service issue. I'd request an X61t!

I won't hold my hope up for this kinda generosity.
But I will for sure demand some sorta compensation after I got my machine back in perfect working order. That's more than two months downtime for me we are talking about here.

Trekk69 wrote:I continue to give you my support....hopefully soon!

You should see the tears in my eyes. Many many thanks to all you guys' support.

Trekk69 · #23 Post by **Trekk69** » Thu Feb 21, 2008 1:55 pm

Thanks for keeping on posting.
Hopefully you get excellent compensation for your troubles.

renhui · #24 Post by **renhui** » Mon Feb 25, 2008 11:52 pm

After 2 months and 8 days, I still haven't got the laptop back!

To mark: could you please check your private message here? I sent you a long pm.

#25 Post by **JaneL** » Tue Feb 26, 2008 11:06 am

renhui wrote:To mark: could you please check your private message here? I sent you a long pm.

Why don't you make it simpler for Mark and send it to him on the Lenovo forum?

renhui · #26 Post by **renhui** » Tue Feb 26, 2008 3:49 pm

nonny wrote:
renhui wrote:To mark: could you please check your private message here? I sent you a long pm.
Why don't you make it simpler for Mark and send it to him on the Lenovo forum?

Hi Nonny, I wrote Mark a really long letter and there is a size limit for pm on forum.lenovo.com.

Latest Update:

Lenovo finally agreed to issue a replacement to us. I should be able to get the model number tomorrow and will keep you guys posted.

Just hope they don't give me some kinda crap seeing the x41t we have is the second highest-end model available worldwide (only the processor is PM 1.5 instead of 1.6)

Outrageous service time on my x41t(2 months So far, no fix!)

Outrageous service time on my x41t(2 months So far, no fix!)

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