10-10-2018 08:05 AM - edited 10-10-2018 08:24 AM
Your answer on warranty service does not address the issues stated here.
1 The Shim tool does not work properly.
2 We are replacing motherboards and are having difficulty inputing serial numbers into replacement motherboards. We have no guidance from lenovo.
3 We are receiving numerous defective motherboards. And now, having boards on backorder is unacceptable.
4 Being an authorized service center with zero support on troubleshooting is unacceptable .
We have thousands of these Chromebooks in the field. Too many are starting to fail and we need an effective way to repair these units before a landslide hits. When we feel see a motherboard is bad we are strictly going by symptom. Mostly because we do not have any testing tool. I recently found after replacing the motherboard the battery was to blame. We are then spending considerable time on troubleshooting. To compound that, serial number adding is also time consuming without a working tool. What are we supposed to do to give our clients customer satisfaction? Should we just order a motherboard and battery every time in the hopes of repair? Do we as service centers "wash our hands" on the units and send them out for repair? If so, where do we send them? We all take pride living up to the standards of excellence on repair. But sadly at this junction it does not seem possible.
We have taken the class provided and downloaded both the WW and US shim tool. However it doesnt run correctly..
Please advise on troubleshooting procedures!
PS The final test of the Shim Tool is running the (GRT) Google Required Tests. And we can't do that. Resulting in no confidence.
10-10-2018 11:16 AM - last edited on 10-16-2018 05:28 PM by NateS
Primarily, the role of our authorized service center is to replace parts or repair the machine. Troubleshooting is done with our support team. We also provided troubleshooting steps on our website, offer troubleshooting steps from social media forums and our community forums site. Usually, once it is identified as a hardware failure, we refer to our authorized repair centers or setup repairs from our regional support team. Should you wish to repair the computer on your end, here are some videos that might help: https://support.lenovo.com/us/en/solutions/ht505031?Source=social_eservices&Medium=LITHIUM&Term=eSer.... For repair follow ups, you can send to us the serial number and case number so we could check what we can do from there.
Moderator comment: Link expanded.
10-10-2018 12:26 PM
As stated we are a authorized service center! We are asking very specific questions not a broad subject of repairs...
Shim tool for instance If we were not authorized how woulod we get the credentials to log in and obtain it...Clearly the factory is not using the tool that is posted . What are they using to troubleshoot and complete repairs?
10-10-2018 12:49 PM
1 The Shim tool does not work properly.
@daveatwce2 We are replacing motherboards and are having difficulty inputing serial numbers into replacement motherboards. We have no guidance from lenovo.
You can update the serial with the following process:
Esc+Refresh+Power. Press Ctrl+D at the "insert drive" screen. Enter to turn OS verification off. Device reboots. At the "OS verification is off" screen, press Ctrl+D to continue to enter developer mode. Turn the device off and unplug the battery. Turn the device on and boot to the OS. If it is stuck at the "OS verification is off" screen, press Ctrl+D and it will boot. Connect to your network and accept Google's terms and conditions. DO NOT ENROLL THE DEVICE YET. Use the "log in as guest" link in the bottom left side of the screen. At the desktop, press "Ctrl+Alt+T" to bring up a Crosh prompt. Use the "shell" command to enter a linux shell. Use the "sudo su" command to switch to the root user. Use the command
vpd -s "serial_number"=XXXXXXXX
where XXXXXXXX is the device's serial number. You can then power the device off, reinsert the battery, turn OS verification back on, and continue your repair as normal.
Should we just order a motherboard and battery every time in the hopes of repair?
I don't know what kind of agreement your company and Lenovo have, but we must have a certain percentage of our warranty claims utilize only 1 part. If both the systemboard and battery are faulty, Lenovo will heavily penalize us for their faulty products. That's an unacceptable solution.
10-11-2018 07:00 AM - edited 10-11-2018 07:01 AM
So I have been sending in the Lenovo 100e's non stop to get them repaired (Not Charging, track pad failures, Missing OS)
Wow Lenovo support in the thread!! So your telling me that I have 900+ 100e's and if I want to I can extend the warrenty for an issue that is Lenovo's fault with your defective motherboards. This is complete BS and Lenovo should extend the warrenty for all of these models for at least 2 years to make sure they are covered incase the issue arrives or at leaset offer to replace them all with a different model or offer to bring someone on site to replace the motherboards in them all. This is the last time we buy Lenovo chomrebooks with this kind of support.
10-16-2018 03:24 PM
We purchased about 800 Lenovo 100e Chromebooks.. and I have now returned 12 for these same issues.. wont charge, wont come on. Chrome OS missing or damaged..
Frustrating to say the least and I am not sure what to do, but just keep returning them. The problem is I am a single tech person for the whole district.. and this is starting to eat up my time.. when we got Chromebooks because of how simple and easy the deployments are.
Hope they get this hammered out.. and even if they do.. how do they deploy a firmware update.. can they do that through the Chrome OS update? Because if I have to touch each device.. that is gonna stink.
10-17-2018 07:39 AM
I see a shim tool posted as of today 10/17/18 however it is dated sept 18th is this one updated or does it still brick motherboards?
Has anyone tried it yet.....One of the symptoms the tool does ..after it reboots you get nothing but jalhouse bars on the screen.. Lenovo is aware of this but cant seem to contact anyone to see if the tool listed today is updated.
10-17-2018 08:41 AM
I'm downloading the SHIM update now, and will report back how it goes.
Heads up to service providers, make sure to log out of email@example.com from their support site before coming back to the community forums. That account is banned from the forum, and you will not be able to log back in even with your account without switching to private / incognito browsing. It happened to me a day or two ago, and the issue persisted until today, even after giving my system a full clean with bleachbit.