Lenovo too incompetent to replace a broken display?

[zodiac]

Hello,

My X60s' screen got broken during another warranty repair. After I sent the laptop back in again, it took the official repair center 2 1/2 months to get the screen fixed.

They told me, first screen they ordered took 4 weeks to arrive and was already broken on arrival. Second screen was out of stock for another 5 weeks.

Today I got the laptop back and first thing I discover are 2 bright spots in the lower left and a lot of gray spots all over the screen. Also the liquid flow is not even when you apply a little pressure on the screen, flowing around those gray spots. Looks like a pressure damage to me.

Now I am really not sure, what to do now. My warranty expires in 20 days and I am afraid, the pre-damaged display might get worse over time. But I am also afraid of this so-called service - who knows, how long I would have to wait and what I will eventually get this time.

Why does it take Lenovo so long to supply those stupid screens and why are they so bad? Seems to me, that they are not really supporting the machine anymore - even though its still in standard warranty and they are obligated to it.

Any ideas, any remarks?

[dr_st]

Your display is unacceptable. Get it replaced. Do it fast, while the warranty is valid.

You may opt to escalate it with Lenovo, explaining that this is a repeat call, and mentioning the ridiculous turnaround time you faced last time. Perhaps you can push towards them sending an onsite technician to replace the screen.

At the worst, if they replace it again with something unacceptable, you should be able to press them to resolve the manner to your complete satisfaction, even if the warranty is already expired. That's because the original service request was made while the warranty was valid.

[Cunha]

I second that.

[billp117]

If Lenovo cannot repair the X60s in a reasonable time...why not ask them to replace it. Here is the Lenovo warranty:

http://download.lenovo.com/ibmdl/pub/pc ... -01-en.pdf

If your X60s has several failures...it might be in your best interest to discuss the warranty exchange option.

[zodiac]

I am actually getting furious right now.

I showed the display to a friend of mine, who pointed out the geometrical shape of the grey spots to me. I realized, they come from the trackpoint + the two mouse buttons. And as the shipping box looks totally unharmed from the outside, this leads me to only one conclusion:

They must have taken an used display for replacement!

How otherwise could the track point and mouse button dots have gotten onto the screen then from wear over time?

Is there any way to tell the production date of a display without disassembling it or at least a way to estimate its age?

All the best & thanks for the moral support!

[billp117]

Let us know what they say...apparently you have not called them yet?

They do have the right to install used parts. Since you are not satisfied with the repair I would suggest escalating your complaints.

If you treat them nice they will help you get the problem solved.

[Harryc]

If you treat them nice they will help you get the problem solved.

+1, calm down and call tomorrow.

[IvanAndreevich]

I am actually getting furious right now.

I showed the display to a friend of mine, who pointed out the geometrical shape of the grey spots to me. I realized, they come from the trackpoint + the two mouse buttons. And as the shipping box looks totally unharmed from the outside, this leads me to only one conclusion:

They must have taken an used display for replacement!

How otherwise could the track point and mouse button dots have gotten onto the screen then from wear over time?

Is there any way to tell the production date of a display without disassembling it or at least a way to estimate its age?

All the best & thanks for the moral support!

You can have a display with pressure points from the track point and keyboard replaced under warranty. That's a design flaw of the machine, and I've had it done many times.

[lead_org]

I am actually getting furious right now.

I showed the display to a friend of mine, who pointed out the geometrical shape of the grey spots to me. I realized, they come from the trackpoint + the two mouse buttons. And as the shipping box looks totally unharmed from the outside, this leads me to only one conclusion:

They must have taken an used display for replacement!

How otherwise could the track point and mouse button dots have gotten onto the screen then from wear over time?

Is there any way to tell the production date of a display without disassembling it or at least a way to estimate its age?

All the best & thanks for the moral support!

it is not uncommon that IBM service sends the depot repairer a refurbished or second hand part for use in these old machines. Given the age of the X60s, the availability of new parts like LCD, motherboard, etc will be pretty low. If they fail to replace the part with a correctly working part within say a month just request they send a new laptop to you.

[zodiac]

Hello everyone,

a little flu got in my way. So I only get to write down what happend now.

Called the main service hotline as everyone advised. The guy there was quite friendly and competent. Although he rather knew what he was not allowed to do than what to do. But the insight into Lenovos service policy are quite interesting.

1. I asked him about serving warranty with used parts. He told me, that Lenovo stopped producing replacement parts for the X60 quite a while ago. There are only refurbished parts around now - and not too many either. Even though quite a few machines will still be under warranty.

2. I asked him if after altogether 5 repairs on this machine I may get an on-site technician. He then told me, that they got strict orders from Lenovo now to show no good will anymore. I could only get what I paid for. Even considering the circumstances.

3. Then I asked him, who was to decide about exclusions in this case and he told me that somebody in the house probably was. I asked to be transferred to this person but of course he was also not allowed to do that. Instead he offered me to send an email about my case to the complaints department, although he pointed out to me that pretty much no case is being accepted there nowadays.

Pretty disillusioning, huh? I mean, I had this feeling about Lenovo trying to opt more for the mainstream consumer market nowadays and mainly trying to get the economic edge in this business through cutting down the service already after my last service dealings with them. But this pretty much confirms it from official side.

After that sobering call, I contacted my repair center directly. They were very sorry about my disappointing display and confirmed everything I realized during my hotline call. They told me that they have no choice but to serve the warranty with whatever Lenovo sends them - unless its totally broken of course - replacing crap with crap most of the day. At least they were eager to sort the situation with me: They will order another display now and send me a free shipping voucher once its finally arrived, so I have minimal monetary and temporally losses.

But all in all, I am pretty disappointed. I will probably just buy used Thinkpads from now on as built quality is admittedly still the best, but warranty is seemingly not worth the extra money anymore.

Thanks for you help, guys!

Oh by the way: While typing this text, I realized, that the repair center failed to fix another of the machine's problems. My screen always twichtes from time to time whenever I am on battery. Sometimes this leads to a frozen screen which can only be restored through standby and wake-up again. The machine had its mainboard and graphics chip replaced twice now already and the problem is still there. So before getting furious again: Who do I have to deal with for a complete new machine?

[tombaker]

Oh by the way: While typing this text, I realized, that the repair center failed to fix another of the machine's problems. My screen always twichtes from time to time whenever I am on battery. Sometimes this leads to a frozen screen which can only be restored through standby and wake-up again. The machine had its mainboard and graphics chip replaced twice now already and the problem is still there. So before getting furious again: Who do I have to deal with for a complete new machine?

Do you have the latest Thinkpad power manager installed, and are you using its features vs the ones in Windows. There is an extra power savings mode for the tablet...forgot what its called, ultra saver or something, so you are best with using the Lenovo settings.
Also in your BIOS in startup, make sure the power saving features are enabled.....I use the balanced options, others might have others they like.

Not necessarily a solution, but some things to try.......

[dr_st]

Oh by the way: While typing this text, I realized, that the repair center failed to fix another of the machine's problems. My screen always twichtes from time to time whenever I am on battery. Sometimes this leads to a frozen screen which can only be restored through standby and wake-up again. The machine had its mainboard and graphics chip replaced twice now already and the problem is still there.

I have this issue on my 14" T60 from time-to-time. I fancy it has to do with the LCD-motherboard cable, or connector. It happens infrequently enough so that I am not actually bothered by it enough to try to open the machine and mess with parts (it's out of warranty, but I have a couple of others half-disassembled units to use as part donors).

So before getting furious again: Who do I have to deal with for a complete new machine?

I think considering the answers you got above - the conclusion is "no one". You were told that the complaints department is not too open in accepting claims, and you were also tolds that even service parts are no longer produced. So even if someone in the complaint department would go towards you enough to replace the whole machine - obviously you would not get anything "new" - these just don't exist. And would a whole refurbished unit with who-knows-what specs be better? Don't know.

[IvanAndreevich]

zodiac, call Lenovo and ask your case to be escalated. Make a thread on their forums detailing your situation and you WILL get your case escalated. I think they will take better care of you after that!

Also I recently had a number of X61 machines serviced (same screen) and they all came back with brand new screens.