04-13-2012 04:12 PM
It real dumb on their part they're kill and respected product line. I am waiting to pickup my system from repair since I am out of town and a family member cannot sign for it at the same residence. Hmmm
Anyway I called and flagged problems in two days of receiving it. I waited after numerous support calls to get it resolved for level 2 support (never call or email in almost 2 weeks). So my only option was to send it in. A week and a half later they ship it out without alerting me so I get it on Monday when I am back. If its the same the air will burn hot.
I have not tolerance for ignorant tech's and managers. I documented everything with over 8 pages of screen short in vivid colour. On one follow up call due to numerous emails I sent in. I was told they could not replicate the problem. What a crock. It was an out of the box issue consistant as long as I had it. I don't know how customer relations works with them or how to reach them but they will hear from me if it was just pushed back after a week and a half.
I don't see the value in technology in these systems as they used to have in the IBM days and just after. I've been in the industry for over two decades and seen it all and worked on it all as a tech and sales manager selling the systems. I know the chipset and do understand more then they do.
Support is a joke these days. Script reader following flow charts telling you what to do.
04-16-2012 10:30 AM
Apologies that you have had such a string of problems with this, ranging from the miss on entitlement for Thinkpad protection, to the inconsistent repair efforts and returning the system to you with the wrong parts / missing features.
I think we can help. Can you send me a private message with the system model type, serial, and your contact info - name, shipping address, best phone to reach you. If you have the service case handy, that would be great - otherwise we can track it down.
I appreciate your speaking up and affording us an opportunity to help sort this out.
04-16-2012 10:38 AM
04-17-2012 07:43 AM - edited 04-18-2012 08:42 PM
YUP, EASYSERVE SCREWS UP ONCE AGAIN.
installed fingerprint reader, but not the bluetooth daugtherboard that goes under the palmrest. wonderful.
failed to see that the screw holding down the palmrest onto the mag-alloy rollcage is stripped, and is loose again.
'fixed' keyboard rattle by shoving a couple of wires between the keyboard and the Rollcage. The wires are being strongly compressed by the plastic of the palmrest, and i would not be surprised if over a few months of constant force, the insulation is damaged and a short-circuit is produced when the naked wire hits the Magnesium-alloy rollcage. not to mention, the ingenious repair methodology has created a nice convex palmrest area.
modern technology, folks!!
enjoy the circus once again. here are some pics
Engineering at its finest.
This poor screw has been turned about so many times, the head looks chewed off. As per the works manual, Lenovo is supposed to use Fresh Screws every time a repair work is done.
This is besides the fact that the screw shows free vertical movement, a sureshot indicator that the threads in the Mag-alloy Rollcage have been stripped off due to excessive torque applied (JUST LOOK AT THAT SCREW HEAD!!!)
(for those who dont know, the Keyboard unit is a CRU, so i don't void any warranties by removing it.)
your move, Lenovo.
Mod edit: Converted pics to links per Forum Rules: 50k limit
04-17-2012 03:56 PM
Apologies that the repair didn't go smoothly - I do appreciate your update on the subject.
I've escalated your case to the appropriate team that can help you get this resolved, as you have a number of concerns - the service upgrade, the problems with the system, and the depot repair case.
Please see my PM with your new case number.
05-19-2012 05:16 AM
Company has standardized on Lenovo and I was pretty happy with the Thinkpad series until I got my latest T420s.
The first T420s that I received had intermittent network adapter issues after two months and Lenovo came in and replace the motherboard. The Lenovo tech person did not test after replacing the part and apparently had put a faulty part in the computer and I went an additional two weeks without having the ability to connect to the wired network.
Well since we has a whole bunch of brand new T420's in inventory I took another one out while Lenovo is fixing the first. This other brand new laptop went for another month or so before dying on me this weekend (won't boot and battery charge light flashes when AC is initially plugged in).
For a brand name Lenove sure is missing the boat both with quality as well as aftermarket service. To have two separate brand new T420s crap on me is really beating the odds. I am never going to purchase a Thinkpad and am going to talk to the company about trying other vendors (heard Samsung is coming out with great Win8 slates and have always love the Sony laptops).
An ex-Thinkpad user
05-19-2012 07:58 AM - edited 05-19-2012 08:00 AM
Wow, that is just... horrible. two laptops crapping out like that within a month is just incredible.
as my experience has shown, unless you cry wolf, and make a lot of noise, Lenovo (like any other IT supplier) will let things slide. And it looks like you are an Enterprise user, the very bread and butter of Lenovo's Trade!!!
Lenovo, This is where you need to stand out. Every IT supplier makes good and bad products, but Lenovo has to maintain the support network IBM created for Thinkpads. We live in a service-based economy today, and the business that skimps on providing support will quickly lose customers.
To conclude the matter with me, I have finally been sent a new T420 Unit, and been upgraded to on-site warranty, plus my scenario regarding the lost Thinkpad Protection plan has been resolved. All these issues could have been elegantly handled if Lenovo put some effort into having properly-trained technicians at the repair depot and customer support staff that know the products they deal with. I was not so annoyed at the defective item i purchased - defects happen, but with the ham-fisted way Lenovo dealt with me was just grounds for impeachment.
Once Again, Lenovo -
1. Consolidate your support network. nothing frustrates a customer more when he's trying to get support than being redirected to another department. The customer sees no departments or areas of responsibility, they are transparent for him/her. Train your staff to latch onto cases and retrieve information. It does not help to be talking to Atlanta, GA one minute and Bangalore, India the next, and having to explain the entire story all over again. Record and Share Case histories by assigning a Single Case number for preblem units until the matter is closed.
2. Monitor the success of repairs and follow-up with the customer. Just a friendly 'hello' from Lenovo asking if everything has been set up to expectations for the customer will be worth a lot more than giving a number to call in case things are not up to mark.
3. Train your technicians - from the looks of the botched repairs on my T420, it seems Lenovo is paying thier sub-contractors by the number of machines processed in the least time. Sub-Contractors will always find ways to game the system. you're using the wrong metric to measure the sucess ratio of the repair depots. ( this is another reason for assigning ONE case number for a customer/unit until the situation is resolved - I had to deal with 4 case numbers - why increase your work for tracking problem units across the world??) if you find a particular case number is being given the run-around, escalate it automatically.
If you want to serve Professionals, Be Professional yourself.
11-13-2012 11:39 PM
It sucks that you guys have had problems; but, I gotta say that I LOVE my T-420!!!! I have the T-420 with the Intel Core i7 2620M and I absolutely LOVE it. I had a ThinkPad edge and I decided that I wanted the "real deal" so I saved for months and finally bought my T-420 with NVIDIA 4200 and I'll never own antything else. I know that when I finally do get another one it will have to be a T-430 because they don't make the T-420 anymore but that's cool. That's actually part of the reason I went ahead and got the T-420 because it is the LAST one with the traditional THINK style keyboard. The island style keys are still VERY good (that's what my edge had) I wanted to get one with the old style before they were gone..... Anyway, I bet if you guys give Lenovo a realistic chance they will get you guys fixed up. Take care.......
03-11-2013 05:09 AM
I bought a thinkpad t420 with 1x1 11bgn pci half mini wifi card in it, and actually i've got some problems. It started a few months ago. The wifi signal has decreased suddenly and the internet speed has slowed down. I had to turn off and on the wifi or restart the laptop and it was good again, but after few hours this problem came again. I tried to reinstall the driver, but didn't help. What should i do next?
Actually i've started to think about buying another wifi card (intel centrino ultimate-n 6300) but i don't know whether would it work or not.
If somebody could please don't hesitate to help me Thanks!