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Blue Screen Again
golam
Posts: 4
Registered: ‎04-16-2008
Location: NB, Canada

Lenovo customer serivce nightmares for X61 tablet battery !

8-cell battery (FRU: 93P5032, ASM: 42T5209) of my Thinkpad X61 tablet
suddenly died with irreparable damage error. This was shocking as
I was still recovering from hard-drive failure few weeks ago.
My machine is in warranty until June 1st, 2009.

18th May: I gave a call to lenovo technical support. I was told,
the particular battery is not in stock but should be available within couple of days. I was asked to call back within 2 days to get the details.

20th May: I called up to get an update. I was told again that
battery is not in stock. As turned out, this was not true. Substitute
battery was in stock. He was more interested in getting me off the line
rather than actually resolving my problem.


22th May (Fri): I called up lenovo and got my first SHOCK!! I was told
that even though my machine is in warranty and everything came
in a same package, the battery warranty may have expired. This
could be the reason for the delay as substitute battery is in stock.
So he made a new case no and I was told to fax the proof-of-purchase to
Lenovo. I was told that I will get a call once I fax it.

 

5th May (Mon): I faxed the proof-of-purchase to the given no but
didn't hear anyone from Lenovo.

 

26th May (Tue): I called up again. For the first time, I talked to someone
who really wanted help me out. He went through the details and noticed
some clerical glitch in their part. He told me that he will call me back within an hour after talking to his supervisor. I was sceptical that I will receive any call but to my surprise he called me within half an hour. He then asked my battery FRU No so that he can order proper substitute battery. I got another call from him saying everything is OK now and the battery will ship today. I was told to call back next day morning to get
the tracking no.


27th May: Nightmares continue... I got my next shock. I was told
that not only the battery hasn't been shipped but the status of my request has been defaulted back to old status. After insisting for a long, he finally
agree to call his supervisor and promised me to call back within
an hour.

 

 

 Expectedly, I didn't receive any call. So decided to call back.
This time I was promised another call from 'entitle dept'.

Then I did a receive a call who told me that battery may have
shipped the day before and could get it within a day. However, he doesn't have any tracking no for the shipment!! Is it Lenovo way of customers service? You don't know yourself whether you have shipped or not?


28th May: I have not gotten any battery so far. Worst!!, after 11 days
and 9 calls I don't even know whether I will get any replacement
battery at all. My warranty will expire within next 3 days.


Anyway, now I have decided to buy new battery myself as I am
supposed to attend a conference next week and Lenovo service
is not at all trustworthy.


This was my second Thinkpad after being proud owner of Thinkpad Z60 for years. My atest experience, is somehow forcing me to rethink whether I should deal with Lenovo in future.

 

 

 

JaneL
Posts: 3,866
Registered: ‎11-20-2007
Location: Greenville, SC USA
0

Re: Lenovo customer serivce nightmares for X61 tablet battery !


golam wrote:

22th May (Fri): I called up lenovo and got my first SHOCK!! I was told that even though my machine is in warranty and everything came in a same package, the battery warranty may have expired. This could be the reason for the delay as substitute battery is in stock. So he made a new case no and I was told to fax the proof-of-purchase to Lenovo. I was told that I will get a call once I fax it.


 

When did you purchase the X61t?  Battery warranties are only a year no matter how long any ThinkPad warranty is.

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Jane

ThinkPad Slate, T410s, X301, X200 Tablet, T60p, HP TouchPad, iPad 4, iPhone 5S, IdeaTab A2107A, Yoga Tablet
I am not a Lenovo Employee.
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Blue Screen Again
golam
Posts: 4
Registered: ‎04-16-2008
Location: NB, Canada
0

Re: Lenovo customer serivce nightmares for X61 tablet battery !


JaneL wrote: 

When did you purchase the X61t?  Battery warranties are only a year no matter how long any ThinkPad warranty is.


My Thinkpad X61t also has one year warranty. Ididn't buy any extended

warranty. Anyway, Lenovo now agrees (at least until yesterday when I last spoke to them) that there is no problem with the warranty and the battery should have been shipped.  However, from my perspective the situation remains as dark as it were. Even yesterday they couldn't give me any tracking no for the shipment.

Mark_Lenovo
Posts: 7,950
Topics: 412
Kudos: 1,335
Solutions: 288
Registered: ‎11-19-2007
Location: RTP, North Carolina
0

Re: Lenovo customer serivce nightmares for X61 tablet battery !

Golam,

 

Let's give service until late Monday to make progress on this.  If this still seems a dead end to you on Monday, please send me a PM with your contact information, system MT and Serial number.     If you have a service tickett number that will help too.

 

(I'll need name, address, phone)

 

I feel confident this can be resolved for you, and I apologize that it has been more difficult than it should so far.

 

Best wishes,

 

Mark

____________________________________________

ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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Blue Screen Again
golam
Posts: 4
Registered: ‎04-16-2008
Location: NB, Canada

Re: Lenovo customer serivce nightmares for X61 tablet battery !


Mark_Lenovo wrote:

Golam,

 

Let's give service until late Monday to make progress on this.  If this still seems a dead end to you on Monday, please send me a PM with your contact information, system MT and Serial number.     If you have a service tickett number that will help too.

 



Thanks Mark. Finally, I have the good news!

 

I am happy to report that I have now received the replacement battery.

 

 

Cheers,

Golam


 

Fanfold Paper
seanzha
Posts: 10
Registered: ‎08-13-2009
Location: Egypt
0

Re: Lenovo customer serivce nightmares for X61 tablet battery !

What's the problem with Lenovo's service? Any update?