Service Request Cancelled? [ Edited ]

[Chimuel]

Okay, so here's the full story of my X220 Tablet and the situation it's in:

About two weeks ago my ThinkPad's fingerprint reader stopped working. Called the EasyServ people and I had a box the next day. Sent it in and they replaced the fingerprint reader and in addition, the motherboard and the bottom chassis. When I received the machine the palm rest was loose, a part of my keyboard bezel had been broken, there were some scratches on my screen and they installed the wrong processor in my machine (I had an i7 originally and when it came back it had an i5). So I quickly called the "unsatisfied customer" number and they had a box sent to me again. So, last week I sent it in again and hoped they'd get it all sorted out within a week. During this time the IBM EasyServ website was down so I called in to check on the status, they said my machine was on hold for customer information because they said that the damage to the screen was not covered by warranty (even though the service depot damaged it). They called back and gave me three options: Send the machine back to me (more on this in a bit), Charge me with the repairs for damage I didn't do or Escalate the case (which I was told would take another week).

Now, I am a college student and I need my laptop ASAP to take notes and do projects... my HP tx2z is past its lifespan, the reason why I bought the X220T in the first place. So I opted to have the machine sent back to me. I looked again on the IBM EasyServ status website and it says that "The service request has been canceled"

Is there anyone who could help me get sorted out on what part of my service request had been cancelled? I hope they will send me my machine back with the correct processor and the keyboard bezel and palmrest pieces fixed. I can provide more details (Service number etc whenever I get a reply)

Thanks everyone

[Chimuel]

Received my unit back, they DID NOT FIX ANYTHING.

[Chimuel]

Well, now I'm waiting until they send me another box. Can anyone here help me escalate this? Please?!?!

[Chimuel]

More details since no one here seems to want to help me:

My X220 Tablet was custom configured and bought directly from the Lenovo store, and with it I bought the 3 year extended warranty on 10-09-2011, order number 2HVY32Y. I can attach the invoice here too if necessary.

First Service Number:

A02Y296 - Broken fingerprint reader

Sent to the depot on 03-16-2012; Received from the depot on 03-21-2012

What was replaced:

LCD Button Bezel (Fingerprint Reader)

Motherboard with the wrong CPU installed

Bottom Chassis

Battery was said to be out of warranty

My complaints:

Keyboard bezel damaged

Palm rest damaged

LCD scratched

Battery is supposed to be under warranty

Second Service Number:

A032DYR - "BATT WAR ENDS:10/27/2012 KEYRBD BEZEL CRACKED DURING REPAIR - WRONG PROCESSOR IN MACHINE *" -Direct quote from EasyServ website.

No one called me for about a week about being billed or anything so I called to check on the status (website was down).

Sent in 04-03-2012; Received 04-11-2012

I ONLY declined to having the LCD replaced since they wanted to charge me and I needed the machine back ASAP with at least the correct processor and keyboard/palm rest fixed

What was replaced/fixed:

Nothing

My complaints:

Nothing was fixed

Third Service Number (Current):

A035WQQ - "04/12/12 R9H77Z5 DEFECTIVE CPU AND DAMAGED PLASTICS,. BATT WAR ENDS:10/27/2012 *" -Direct quote from EasyServ website.

I want my i7 back, I want my palm rest and keyboard bezel to be fixed and I want my LCD replaced. None of those things were damaged before I sent it in on 03-16-2012. I also had the proper processor before 03-16-2012.

I tried having the case escalated before sending it in but they said I had to do that when... if their billing department calls me.

For both A032DYR and A035WQQ, I've packed the invoices for my laptop showing that I am supposed to have an i7 processor. I've also included screenshots of the device manager showing that I had an i7 installed. It also shows that I have the 3 year warranty and that my battery is still within its one year warranty. I've plastered the whole machine with sticky notes showing the damage and even pointing out on the palmrest that the machine is stickered for an i7 processor. Clearly they are just ignoring everything.

Sending it in for the third time today, 04-13-2012

Overall, all the representatives I've talked to have been nothing less than kind and professional though clearly, there was a major miscommunication. Seems like the people at the repair depot care little about customer satisfaction or just don't listen to any instructions.

At this point I almost want to just get my money back and just buy a new machine... the repair depot is too much of a hassle.

[Mark_Lenovo Administrator · Accepted solution]

Chimuel,

Apologies for the experience so far !   

Thanks for including the details as you have, this will definitely make it easier to arrange some additional help for you.

Please see my PM reply .

Best regards

Mark

[Chimuel]

Sent you a PM, I think we can continue this through PMs so as not to clutter the forums.

Thank you! Thank you! Thank you!

[Chimuel]

Hey Mark, I hope you haven't forgotten me! I imagine you're really busy but just doing a quick update:

EasyServ Website now shows:

Service request information
IBM problem number	A035WQQ

Machine description
Product type	4294
Model	CTO
Serial number	*******
Problem data
Failing element
Part number	??

Original comments/problem description

04/12/12 R9H77Z5 DEFECTIVE CPU AND DAMAGED PLASTICS,. BATT WAR ENDS:10/27/2012 *

StatusStatus Date/time received Time zone Description

OS	04/16/2012 08:36:00	E	Machine being repaired
AK	04/12/2012 21:33:00	E	Carrier processing request to ship container
AK	04/12/2012 17:32:46	E	Carrier processing request to ship container

[Mark_Lenovo Administrator]

Chimuel,

Haven't forgotten - we are working on it.  Hang in there.

Mark

[Chimuel]

Got a call today from Customer Relations and they are pushing my service through. Thanks Mark for your help!

[Chimuel]

Got my laptop back on 04/23/2012 after service number A035WQQ!

They finally replaced the screen, keyboard bezel and palm rest (no stickers though, no big deal... It looks nicer this way! I wish they would sell the machines with the option to have it debadged)

They also finally gave me an i7, though it's the wrong model... They gave me the i7 2620m instead of the i7 2640m which I originally had and yes, even in the invoice I included when I sent off the box it specified i7 2640m. For those unaware, the earlier X220s came with the 2620m but then they later changed it to the 2640m after the late 2011 refresh. I have friends who ordered early and were only given the 2620m option and since I ordered later I have the 2640m... Which I believe is the processor still offered on the website configurator.

For most, yes a difference of 0.1GHz (or theoretically 3% difference) in computing power may seem small but in my applications in computer engineering and specifically in dealing with high speed and high availability systems,every bit counts. At this point where I have papers, presentations, programs and finals due and not having a suitable backup laptop, I am pretty much forced to hold on to this laptop and how it is right now before sending it in again or having a local certified repair center look at it.

Overall, yes I am content with this unit but I also feel jipped that after all this time and effort I still don't have what I originally had and paid for.

Mark, thanks for the help you put in... Definitely had it go through better with your help and I can't thank you enough for helping me!