IBM repair put the wrong system board in my T42!

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jl209 · #1 Post by **jl209** » Mon Jan 24, 2005 9:09 pm

I have a 6 month old T42 (2378-FVU). About 2 weeks ago it started crashing frequently and displaying errors that the "ati2dvag display driver has stopped working normally." Sometimes I'd get a blue screen, others I could continue working but with the screen very funky looking. I sent it into EasyServ and just got it back...

I was told that the computer needed a new system board. Imagine my shock to find that they put in a system board with a Radeon 7500 and slower processor than the one I sent in!

Does have any advice on how I can speak to someone in management to get thi ssystem worked out quickly? I'm not willing to send it in again to be repaired... The incompetence of the repair folks is glaringly obvious.

Thanks.

#2 Post by **K. Eng** » Mon Jan 24, 2005 9:38 pm

I'd call IBM back and complain. Although the repairs are handled by Solectron the 1-800-IBM SERV still goes to IBM employees in Atlanta. You could probably ask to speak to a manager.

They will, in all likelihood, ask you to send the machine in again.

It really is a shame what happened. There is no excuse for it.

Plinkerton · #3 Post by **Plinkerton** » Mon Jan 24, 2005 9:43 pm

Write a professional and literate email here:

http://www.ibm.com/cgi-bin/email-sjp.pl

Others, including me, who have done this, have received calls back within 24 hours, from someone very interested in fixing the problem.

Good luck.
-Plink-

jl209 · #4 Post by **jl209** » Fri Jan 28, 2005 7:19 pm

I emailed the above link and have been talking with someone in the executive relations department. He's been very nice, but definitley dragging his feet in trying to get my computer fixed.

I don't want to send it back to Solectron, and although the IBM rep has said he'll send a new system board to an authorized repair shop in LA and have them fix it, he has been unable to find a place that is certified by IBM. Does anyone know of a shop in the LA area (preferably around UCLA/Westwood)?

The system board they put in my computer has a Radeon 7500 and a 1.7 Ghz Pentium M. I've noticed while using my computer this week that the fan stays on a lot more than it used to-- is this a side effect of having the wrong system board installed? Or is it perhaps because they updated the BIOS while they replaced the system board?

Finally, should I be happy with IBM just swapping out the system board for a new one-- or is there the possibility that they did some other damage that will manifest itself after my warranty runs out in 4 months?

Thanks for your help. I'm not that knowledgable about computers, so I appreciate it.

thinkpadhk · #5 Post by **thinkpadhk** » Fri Jan 28, 2005 7:44 pm

Wait a minute. You said they put in a slower CPU. Didn't the 2378-FVU come with a 1.7 Pentium M? That's what's in the new board too right?

I'm confused.

eriqesque · #6 Post by **eriqesque** » Fri Jan 28, 2005 7:45 pm

To jl209
If I were you I would seriously consider calling in and discuss with them the prices on extending out the current warranty. You can do this anytime before your current warranty expires after that your on your own.

jl209 · #7 Post by **jl209** » Fri Jan 28, 2005 7:53 pm

I thought it was a slower CPU because that's what I was told by IBM when I called right after getting the computer back. Subsequently, though, I found that it does have the 1.7. So they were wrong about being wrong (at least on the CPU)!

sktn77a · #8 Post by **sktn77a** » Sat Jan 29, 2005 8:46 am

They may have put in a board with a 1.7MHz Banias processor and not a Dothan. Not "slower" in the traditional sense, but only 1/2 the L2 cache.

zverg · #9 Post by **zverg** » Sun Jan 30, 2005 4:44 am

Wow, I can't believe I hadn't found these forums before. A similar thing happened to me, and it took my lawyer, the better business bureau, and a formal complaint with IBM to get it resolved. It took them more than a month with my laptop sitting at Solectron, only to get it back with a 7500 instead of a 9600. They left the 1.8 processor alone though. I sent my laptop out end of November, just got it into a working state again last week when they had an on-site repairer replace the system board.

firstep · #10 Post by **firstep** » Sun Jan 30, 2005 5:06 am

Wow, they put T41's configuration to your T42. What a mistake!

Next time I will back up the BIOS info (CPU ID etc) and pull out the HD before sending my T41 for any repair.

jl209 wrote:I have a 6 month old T42 (2378-FVU). About 2 weeks ago it started crashing frequently and displaying errors that the "ati2dvag display driver has stopped working normally." Sometimes I'd get a blue screen, others I could continue working but with the screen very funky looking. I sent it into EasyServ and just got it back...

I was told that the computer needed a new system board. Imagine my shock to find that they put in a system board with a Radeon 7500 and slower processor than the one I sent in!

Does have any advice on how I can speak to someone in management to get thi ssystem worked out quickly? I'm not willing to send it in again to be repaired... The incompetence of the repair folks is glaringly obvious.

Thanks.

Logi7 · #11 Post by **Logi7** » Sun Jan 30, 2005 6:02 am

wow
what the heck, whats the big deal? whay do u have to go to a lawyer?

just call them back and expain the porblem and thell take it back and fix it?

zverg · #12 Post by **zverg** » Sun Jan 30, 2005 2:57 pm

Did I mention that it has been months? The lawyer became involved before I even got the laptop back, because Solectron had it for more than one month. They kept promising me that they would ship it out, even though the repairs weren't done yet, but some [censored] excuse always came up. I love my laptop and I'm very happy to have it back, but I refuse to ever let it leave my hands again.

Champ · #13 Post by **Champ** » Sun Jan 30, 2005 7:34 pm

whew I feel better with the fact I got onsite warantee =)

zverg · #14 Post by **zverg** » Sun Jan 30, 2005 11:49 pm

Champ wrote:whew I feel better with the fact I got onsite warantee =)

I think I did too but the paperwork that came with the laptop only spoke of "Extended Warranty"... it didn't give any specific information. I've asked and asked for copies of my warranty paperwork so that I know what warranty I have, but alas IBM has failed repeatedly to give me such information.

KillaByte · #15 Post by **KillaByte** » Mon Jan 31, 2005 6:11 am

zverg wrote:
Champ wrote:whew I feel better with the fact I got onsite warantee =)
I think I did too but the paperwork that came with the laptop only spoke of "Extended Warranty"... it didn't give any specific information. I've asked and asked for copies of my warranty paperwork so that I know what warranty I have, but alas IBM has failed repeatedly to give me such information.

Take a look at this.

JHEM · #16 Post by **JHEM** » Mon Jan 31, 2005 10:31 am

zverg wrote:I think I did too but the paperwork that came with the laptop only spoke of "Extended Warranty"... it didn't give any specific information. I've asked and asked for copies of my warranty paperwork so that I know what warranty I have, but alas IBM has failed repeatedly to give me such information.

Look up your warranty status at the link posted above by Killabyte. The database this information is drawn from is the same one used in-house by IBM and is the final arbiter of warranty status barring a receipt or other documentation proving otherwise. It will immediately tell you whether you have on-site or EZServe coverage.

The "warranty paperwork" is among the information that came in the box with your laptop, usually in a plastic bag with the Setup Guide.

BTW, what does your receipt state you purchased as to additional warranty?

Regards,

James

jl209 · #17 Post by **jl209** » Sat Feb 05, 2005 2:29 pm

IBM sent a repairman out to my apt yesterday to put in the new system board. (On a side note, it was fascinating to watch him completely dismantle my ThinkPad.) He told me that IBM EZServ puts wrong parts in systems being repaired all the time and that he is frequently sent to remedy the situation. He also said that the Depot is known for putting ThinkPads back together with the wrong screws, causing strange bulges in places where there shouldn't be any.

Swapping the system board solved the problem of the fan staying on all the time.

The morals of the story: (1) if you send your ThinkPad in for repair, check it over very carefully when you get it back; and (2) on site service is absolutely worth the extra money, if only because you can watch the repairer handle your ThinkPad and make sure he does so carefully.

#18 Post by **K. Eng** » Sat Feb 05, 2005 6:05 pm

I haven't had any wrong screws, but the 2nd time I sent my machine in for repair I got it back with a loose screw rattling inside. Turns out it was one of the screws that holds the optical bay shell to the lower base

. I ended up fixing the problem myself.

Plus my palmrest was always creaky on the righthand side when I got my machine back, and that didn't make me happy at all.

At least these are problems I can fix myself, though they are inexcusable.

One of my friends with a gateway got it back 'repaired' with a broken system board (system wouldn't boot).

jl209 wrote:He told me that IBM EZServ puts wrong parts in systems being repaired all the time and that he is frequently sent to remedy the situation. He also said that the Depot is known for putting ThinkPads back together with the wrong screws, causing strange bulges in places where there shouldn't be any.
...
The morals of the story: (1) if you send your ThinkPad in for repair, check it over very carefully when you get it back; and (2) on site service is absolutely worth the extra money, if only because you can watch the repairer handle your ThinkPad and make sure he does so carefully.

Daniel · #19 Post by **Daniel** » Sat Feb 05, 2005 8:10 pm

Ugh, this is making me worried. My Thinkpad is over at Solectron right now getting a big fix. (Probably a system board replacement as well) I'll let you guys know how it ends up.

IBM repair put the wrong system board in my T42!

IBM repair put the wrong system board in my T42!

Re: IBM repair put the wrong system board in my T42!

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