AC Adapter Recall & Tech Support

[RWDPLZ]

Just found out an AC adapter I have is under recall by IBM, part # 02K6549 There's a document on IBM's website documenting it, doc ID TPAD-RECALL

http://www-307.ibm.com/pc/support/site. ... pad-recall

I called the number listed in the above link, which is IBM's general tech support line. After above 5 attempts going through the automated prompts, I finally figured out the secret combination, and got through to a real person, who to my great suprise and relief was in the USA, not China, India, etc. The trick is, after entering the machine type, say the machine is still under warranty; If you tell them it's not under warranty (I don't think there are any 390X's still under warranty), they offer you the option of buying a warranty, or trying to figure it out yourself on their website, and hang up on you, and you have to negotiate the maze again.

When you get through to the person, tell them you're calling about the Thinkpad AC Adapter recall. The first time I got through to a person, I didn't have the machine type ready, called back and gave the next person it (2626, for a 390X). Neither person had heard of the recall, so I got put on hold a couple times while they tried to find it, just gave him the part # and FRU # off the adapter.

Eventually he gave me a case #, asked for name and address, phone number, and said it would be shipped out in a couple business days. The new adapter should come with a postage paid box to send the old one back to them, I'll report back when it gets here. Also curious to see if the new one is an NOS IBM adapter, or a new Lenovo adapter.

Overall not too bad, in fact one of the better tech support experiences I've had in the last few years. I just wish they'd have an online form I could just fill out instead of having to go through the automated 'press 1 for ...' maze.

[RWDPLZ]

Received an automated phone call today, the item I ordered is on backorder, and will probably take 5-7 business days to ship. I'm not in any hurry, though.

[RWDPLZ]

I just recieved the new AC adapter today. It is FRU # 92P1043. It's about the same size, same output, and has the same 3-pin harness adapter, but has the new Thinkpad logo instead on an IBM logo. Should work just like the old one.