Can't Activate AT&T Wireless Broadband

[Centex]

Thank you, Nonny

Centex

[Mark_Lenovo Administrator]

Centex,

We are still working with AT & T and would like to get in touch with you. 

Could you PM me your contact information - the phone we have for you doesn't seem to reach you.

Thanks!

[DrX]

Mark_Lenovo,

Unfortuntely, I am having the SAME problem in activating my ATT service on my new X61 that all the people before me in this forum describe. The wizard, of course, does not work. Then I called a number which first put me on hold and then hung up. After that, I tried the number that came up after the wizard gave up I got a message that the number was not available to receive calls.

Shall I return the machine and give up in the Lenovo-ATT combo?

It'd be a shame, this my 8th ThinkPad! But, it may be time to move on as the support has clearly deteriorated.

Please advise. I am willing to give the activation another try.

Regards,

DrX

[Mark_Lenovo Administrator]

DrX.

Sorry to hear this is still a low point in the overall experience for some customers.

I responded by PM and hope you can share your service case number so we can get you some help and also do some follow up to tighten up the support experience.

Mark

[Centex]

DrX,

Sorry you're having a problem.

My problem with the Activation Wizard was never resolved.

Mark_Lenovo did have an AT&T representative call me. The AT&T representative sent me another SIM card. The new SIM card didn't change anything. The Activation Wizard still can't "see" the hardware.

The AT&T representative told me the Activation Wizard code is written by Lenovo, and this is Lenovo's problem.

The AT&T representative also told me it's OK to use an activated SIM card from another machine, so that's what I do when I want to get the machine on the Internet. This is a "workaround" though, not a "fix."

This has been a very bad experience. Lenovo Sales says it's not our problem, send it in for repair. It was sent in twice for repair and it wasn't fixed...nothing changed except the second time it came back without the video driver.

After the second "repair", the repair center representative told me to call AT&T. AT&T says it's Lenovo's problem. Great!!

Then there's this forum. One forum "regular" tells me my problem is "silly." Another forum regular complains about the font I used. I used "medium." What's wrong with "medium."

I'm very unhappy and won't be buying any more Lenovo products, nor can I recommend them to anyone.

Centex

[DrX]

Centex,

Thanks for your feedback and info. This is why forums are great. By participating in them we are "part of the solution," at least I'd like to think so. Although, if the feedback in this one keeps on highligting the shortcommings of Lenovo, its days may be numbered. Will see.

It is unfortunate to hear that Lenovo and ATT have not been able to deal with this--I am sure--simple problem. The machines, modems, and service are not new. I can only conclude that it is an "aftersale" issue that has no priority.

Mark from Lenovo offered to put me in touch with someone that may help. I will be very happy to report the outcome here. So far, no ATT connection for me on my X61s yet...

If one is willing to fight its way though issues like this, one can choose other brands for the same or lower price. One pays premium prices for a BETTER product with BETTER support and does NOT expect to spend hours doing something so simple as activating a BUILT IN piece of hardware. I am sure we all have better things to do. I have been doing this for 16 years and until now, it seemed like a good decision. This is my FIRST ThinkPad made by Lenovo. The previous ones were still "made" by IBM; and unhappily, so far, not so good.

If Lenovo does not deal with this it will see its sales drop and become just another PC manufacturer fighting for market share in a very TIGHT commodity market.

Lenovo is based in a manufacturing center which current paradigm is centered around high volume production, lower costs; NOT QUALITY and SERVICE.

I am not alone in this; SERVICE WILL determine who stands out form the pack and manages to charge a bit more for the products. Nowadays, most machines are a lot the same. Look at ASUS; they make top quality boards and now top quality machines--AND for a GREAT price. Bottom line: RETURN on the INVESTMENT and SATISFACTION--despite of whatever the manufacturer says; this will be the ULTIMATE yardstick.

DrX

[Centex]

DrX

I look forward to reading about your outcome.

According to the Warranty, as I understand it, IBM EasyServ is supposed to fix my machine, or replace it. It doesn't look like that's going to happen.

Your troubles with the phone numbers may be because it's a holiday weekend.

Anyway, good luck!!

Centex

[Centex]

DrX,

You might try this number: 800-331-0500

This is the number the AT&T representative gave me for AT&T Customer Service.

Someone there may be able to activate your wireless service.

Centex

[balto]

see my posts above! the wizard is broken! (shades of Oz!)
instead use the ATT communication manager that should be preinstalled (click on start menu and you should see it) and it will connect you to the network.

[DrX]

Gentlemen,

Thanks for the tips/info. From you comments, I think this is a reasonable plan: 1) I will call the ATT No. you gave me above and activate over the phone (assuming I can talk to someone there); 2) After activation I will ignore the wizard and go straight to the ATT Communications Manager and try to get on the network.

The question of if the wizard will know that I have activated the service and stop asking me every time I boot up is still open. I will report on it as soon as I get through 1) and 2).

Thanks for your help. Have a great weekend.

-DrX