Fixing an X61 tablet taking 2 months and still not done

[IvanAndreevich]

I’m having a terrible problem with getting an X61 tablet fixed under warranty. It’s been taking two months – case number DN9RGRB.

This is a work machine, and we’ve suffered a tremendous inconvenience of jerking around so many times for attempted fixes. Now, AFTER TWO MONTHS, they are requesting the machine to be sent in to the depot and giving no guarantees on how long it will be.

I refuse to do this. This can’t work for us unless we go ahead and purchase another machine for which frankly there is no budget right now. One of the guys at Lenovo I talked to (Wesley) suggested that I should get a replacement machine to stop this rot for good, but the guy who called me today just went back to the “send machine in for service will do nothing else for you” tune.

Come on Lenovo - 2 months is NOT AN ACCEPTABLE time frame for getting something fixed, with upgraded warranty no less! Can anyone help me?

[richk]

what is broken?

[IvanAndreevich]

The main problem has been with the screen  - SXGA+ outdoor viewable panel. They tried to replace it like 5 times and got wrong parts which didn't fit. First it was a totally wrong screen, then it had the connectors in the wrong place, then it just didn't fit into the screen assembly at all so there was a gap between the screen and the bezel on all sides.

Now they have the screen on there but it doesn't fit properly either, so the whole screen assembly is wobbly as the bezel doesn't properly attach to it.

The part numbers for all of the above 4-5 different screens were the same (and were all not a correct fit), and it took a long time to get each of them hence the ridiculous amount of time it's taking.

Also, right now zero progress is being made because the guy who called me basically refused to do ANYTHING for me other than  sending the machine to the depot for more service and wait time. I can totally see them wasting another month of my time in the depot.

[Mark_Lenovo Administrator]

IvanAndreevich,

Thanks for letting us know about your experiences as we definitely want to ensure you get this successfully resolved.

Please send me a private message with your contact information, system model / serial and one of your depot cases.  

We will ensure this gets resolved.

Best regards,

Mark

[IvanAndreevich]

Hey Mark

I just sent you a detailed message with everything that has happened. I opened the ticket on Jan 9, and today it's exactly two months since then - and the machine is still not fixed.

Thank you for your help

[IvanAndreevich]

Mark just got in touch with me over the phone, and is helping me escalate this and get things on their way. I will update the thread as I work through resolving this.

[IvanAndreevich]

Just to update, Mark relayed me to another Lenovo employee (Michelle) who will be looking at my problem. I haven't spoken with her regarding this yet, apparently she missed me when she called on Friday. I left her a message, so we'll see how everything goes from here.

[IvanAndreevich]

I spoke with Michelle on the phone today. She's trying to get a replacement machine for me.

Will keep the thread up to date.

[IvanAndreevich]

Nothing has been happening as of yet. 2 months and 12 days today

[IvanAndreevich]

Just to update everyone, nothing has been happening so far yet.