Warranty Repair Denied: Need Tips on How Best to Respond

[brasscupcakes]

Hi, everybody,

Four days ago (April 21 2008) I returned my IBM T60 for repair via the prepaid box.

While I was bummed that it stopped booting for no apparent reason and I'd have to do without it, I wasn't concerned, because as a newspaper and magazine reporter and editor, I've been using Thinkpads and IBM Service since the pre-Pentium days, without ever having a problem.

But today when I called to see if my unit was on its way back, I was informed it's on 'billable hold.' IBM claimed the damage was due to a spill and thus, not covered. I could get my laptop back right now, broken, pay $750 for them to repair it (I did not spill a drop of anything into or on it) or open a dispute.

And -- get this -- it would be four to five business days before I hear back from IBM regarding the dispute's disposition.

I was told the reason for this long wait was because 'we have a big backlog of dispute cases' and 'our technicians have to take pictures and make a report documenting the spill' -- which did not occur on my end!

So who documents my side? Nobody interviewed me. The prepaid box did not even contain the forms IBM service always used to send for me to fill out describing the problem.

I asked to speak to a supervisor -- nobody available. And the message I left on a supervisor's answering machine was not returned.

Anyhow, I am very upset. I absolutely positively did not spill anything into or onto my laptop. If they said dog hair or dander, okay, I've got two large mutts. But no spillage.

Plus, the T60 is among those thinkpad models promoted by Lenovo via videos on its own site & Youtube in which Thinkpads get smooshed by heavy equipment, run over by motorcycles, submerged in diving pools, etc.!

(I just downloaded the whole lot, in case I need them for Small Claims Court).

But I hope it doesn't come to that, and would similarly prefer to avoid anti-Lenovo blog screeds and forum posts, if possible.

Has anybody gotten any satisfaction from Warranty Service using more congenial methods? And is there anything I can do right now, as I have publication deadlines to meet?

Apart from the boot failure, this laptop was in near-pristine condition when they received it and I need it back.

Four to five more business days, just to tell me whether or not they want to hear my side of the story, not even to do the repair? That's insulting. Why did I pay for the Warranty?

This is definitely not the IBM experience I've known and loved for so many years.

Thank you for any help you can provide.

All best,
Amy

[Johan]

First, Welcome to the forum, Amy!

- although this is not exactly not the happiest meeting I could think of...

Please, check your PM (private mail) on this forum; I just sent you a hopefully useful hint. I truly hope you get your T60 fixed - under warranty and as you are entitled to - ASAP.

Best regards,

Johan

[Brad]

Amy,

Sorry for your trouble. Were any lights lighting on startup?

What is the model and type of your ThinkPad?

Brad

[Trekk69]

If no help is received through talking with Lenovo, I know some people have had success posting their complaints/unfortunate stories in the Lenovo Forum which has garnered them some success.

[ajkula66]

I wholeheartedly second the recommendation about posting your experience on Lenovo forum and asking for help there. And yes, there have been cases resolved to customer's satisfaction after making such a move.

Off the top of my head, I believe that I've seen another case just like yours on that forum maybe ten days ago or so...

The fact that IBM has failed to include "the sheet" absolutely blows my mind. I've never had that happen to me, and I've had a repair done by them this January...

Best of luck and keep us informed.

[fuscob]

There's also the option of sending a message to Sam Palmisano. That got my X60 replaced with a brand-new X61, no hassle at all, after EZServ tried (and failed) to fix the older machine twice. Good luck!

[carbon_unit]

I believe she is being helped now.

[ducky2802]

Hey,

Sorry to thread hijack, but I have a very similar problem right now with my X61 Tablet. I recently sent it in for warranty service on the screen... it had small dark spots since day one (I read its dirt from the manufacturing process), and figuring I had 3 years to fix it, I decided to get it fixed after 1 year (last week).

I got a call today saying that they need $750 to fix the screen!!! They said specifically its not normal wear and tear, and is NOT due to abuse, but that a new screen was needed, and if I want to dispute the charge, it will be 3-5 business days. The billings guy told me "well, if you had a problem with the screen, why didnt you call it in immediately?" My response, "Well, Im under warranty for 3 years, so if I have a dispute on day 1 or day 1000, it should NOT make a difference when I call it in, especially since this is a manufacturing defect and not abuse!"

So now they have my machine, for at least the rest of this week. What can I do??? I dont have the $750, nor do I believe I should be charged in the first place!

[pc4pplwmd]

My R61i screen went haywire and i did the call in depot and had a box her the next morn, I was impressed. Sent it in and 2 day later called for status update and was sent to billing. I was confused because it was only a few months old. I was then told the exact same thing, water damage - no way.

step 1. Ask for an escalation of the case and speak to a mgr.
step 2. they agree and then send it back to you still untouched
step 3.call mgr 120 times [ I''m not kidding}
step 4 escalate it to the head mgr [cough cough Bonnie 1 xxx xxx xxxx cough cough]
step 5 Bonnie has 1st manager send a repair man to your house the next day to replace screen.
step 6 drink beer and curse ibm service


mod edit: manager's direct phone number removed.   please follow our forum rules on posting personal information.

[Mark@Lenovo]

Ducky2802,

Sorry to hear about your troubles - if you still need help, please send me a PM with your depot case number and will see what we can do.

Mark

[dorronto]

Ducky2802,

Sorry to hear about your troubles - if you still need help, please send me a PM with your depot case number and will see what we can do.

Mark

FYI..........Mark helped me out over the summer. Give him a try..

My two cents,
Ron

[pc4pplwmd]

mod edit: manager's direct phone number removed.   please follow our forum rules on posting personal information.

I very sorry for breaking the rules honestly since it is a publicly held company and the number can be obtained from the directory, I didn't think it was wrong. It will not happen again.

[erik]

mod edit: manager's direct phone number removed.   please follow our forum rules on posting personal information.

I very sorry for breaking the rules honestly since it is a publicly held company and the number can be obtained from the directory, I didn't think it was wrong. It will not happen again.

it's ok.

[rleo25]

Hey Aby, read in the link below about my experience with Mark at Lenovo´s. Good luck!

http://forum.thinkpads.com/viewtopic.php?t=68498