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Paper Tape
Posts: 6
Registered: ‎11-21-2011
Location: Durham, nc
Views: 640
Message 1 of 3

SL500 needs hinge repair - billable?

I sent in my sl500 laptop to be repaired. The issue is that the left hinge between the base and the screen just started wiggling and seemed loose. It is my honest opinion that this is due to normal wear and use of the machine, which does nothing but sit on my desk. However, when the repair technician got the machine last week he has decided that it is a billable repair. I have now been waiting for four business days for any information as to how he comes to this conclusion. When these were IBM products and IBM service standards this would never have happened. My family has been employed with IBM since 1964 and we have never had such trouble with customer service.

My laptop is now hostage at the service depot until the technician decides to provide me with photos that will apparantly show me how the issue is my fault and therefore not covered under the warranty which I purchased with the laptop a few years ago.

To add, apparently when you call to talk with a supervisor they do not have one on duty during all the hours the service center is open for phone calls. One would think that that if you are open for business that st least a supervisor would also be on duty.

Paper Tape
Posts: 6
Registered: ‎11-21-2011
Location: Durham, nc
Views: 615
Message 2 of 3

Re: SL500 needs hinge repair - billable?

I have been raped by customer service.  after several days of waiting for checking, I finally received photos of the laptop which the repair technician says proves that the repair is billable.  Now it's my word against his and I am the one with the short end of the stick.


I HAVE NEVER BEEN SO ANGRY BEFORE IN MY LIFE at the customer service I am receiving.  The machine in the photos looks NOTHING like what it did when I put it in the box.  There is absolutely NO way that I caused the damage that he claims I did.


I am now at the mercy of whenever a supervisor wants to call me back to discuss the photos and for me to continue to plead my case.  This has been the absolute worst customer service I have every experienced in my life.  When Lenovo was IBM this would have never happened.  I have been an IBMer since 1969 with members of my family having worked there for 40+ years. 

Former Employee
Posts: 2,437
Registered: ‎04-10-2011
Location: Malaysia
Views: 588
Message 3 of 3

Re: SL500 needs hinge repair - billable?

hey robinyrhea,

apologies on what had happen and for this, could you pm to me the following information so that i can check on what is going on :

MTM [machine type model]:

(To locate MTM -

Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)

Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)

Location of unit : Home / Repair Center (delete where appropriate)

Description of issue :

Troubleshooting Taken : (if any)

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Important Note: If you need help, post your question in the forum, and include your system type, model number and OS. Do not post your serial number.

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