New W700 with dirt behind screen glass - awful Lenovo support

[muol]

Hello,

I just received my new Thinkpad W700 two days ago but it came with two dirt spots located behind the screen glass. They cover about 20 pixels in the bottom left corner:

http://pic.leech.it/pic.php?id=2873956ddirtbottom.jpg

I first contacted Lenovo technical support. They openend a case but then forwarded me to Lenovo sales because the flaw existed already on arrival and I might be eligible for getting an exchange unit.

Unfortunately Lenovo sales really sucks. The representative I talked to on day one wanted me to send him an email with a picture of the screen, which I did. He promised to call back what never happened. I called again the next day and talked to another representative. He apologized for his collegue and promised to remind him to call me back on the same day. Once again this never happened. So I called for the third time another day later. The sales person apologized once more and wanted me to send the photo via email - once again. He then told me that I will not get an exchange unit but have to call Lenovo technical support first before any return policy may apply. So the circle closed after only three days

Back to Lenovo technical support they opened a new case and will now send me a box for sending in my notebook. So I will be at least 15 business days without my new notebook and if they can't clean the display I'll have to place a complete new replacement order at Lenovo sales and wait for another 10-15 days before I finally got my notebook back.

This delay is completely inacceptable for me since I need the notebook for work. My failsave plan is now to upgrade warranty to 'onsite 9x5 Next Business Day', wait for the 2-3 weeks it will take until the upgrade becomes active and then report the flaw again to technical support. Can anybody tell me if this might work or will Lenovo persist on me sending the dvice back because I've opened a case already?

Thanks

Olaf

[Mark_Lenovo Administrator]

Muol,

We have a ThinkPad pixel policy that says the systems must have 3 or more bad pixels to replace the screen (or the system if within 21 days.  Beyond 21 days, we would use service to address the issues) These shadow spots may not fall clearly within this guideline, but I can appreciate how they detract from a high end, premium system like the W700 which is aimed at the graphics professional.

Service, either onsite or depot should be able to change out the LCD, and that might be the best solution for all of us.   First, it should be the shortest time to repair, and I would probably suggest going through the depot so that the work can be done in a controlled environment, and that multiple panels are at hand in stock in the rare case that the part pulled as a resplacement has some imperfection as well.

Onsite repair might be offered as a concession, and might be theoretically faster if the delivered part were perfect.  If not, or there were complications, a second service event could be required.

As a new machine of less than 21 days, you could decline service, but you will need to return and re-order a replacement which will take longer, and consumes another complete machine.

I would try the depot if possible..

Best regards,

Mark

Message Edited by Mark_Lenovo on 12-10-2008 12:56 PM

[muol]

Mark,

I really appreciate your reply and understand that the service depot is the best solution in my case. My machine is already on its way to tech support. Let's hope for the best.

I still don't understand why that representative from Lenovo clearly objected Lenovo's policies that allow me to decline service within 21 days after purchase. Is there any contact address to where I may report this issue? I have name and email of this employee and it really angers me in retrospect.

Regards

Olaf 

[muol · Accepted solution]

The issue has been resolved. In contrast to the unpleasant experience I made with Lenovo sales the performance of IBM/Lenovo tech service was stunning all the way. They've exchanged or serviced my screen and for some reason the system board in addition. Now I have a flawless screen and can start to enjoy the machine. My notebook was gone for just 5 days including a weekend and a backorder delay for parts.

Well done Lenovo.

edit: typo

Message Edited by muol on 12-16-2008 08:51 AM

[steve-ho]

I received my W700 today, fired it up and right in the middle of the screen is a nice red dot.  I called the support line and they told me that they needed at least 4 dead pixels for a repair. 

Now there is a policy that flat out stinks.  I didn't purchase a $4k machine to stare at a red dot all day, especially when the machine is being used for high-end gfx.  Something that should have been caught during the QC process is now causing me a huge headache.  After three different calls and over an hour and a half on the phone, it looks like it is going to the depot to be 'looked at.' 

Not so thrilled with the process thus far.  Wish me luck...

[Sampei]

steve-ho has Lenovo fixed the problem ?