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14 Posts

07-26-2008

Québec, Qc, Canada

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Re: T61P Graphic problems - lockup with 2 dimms while gaming

2008-08-19, 23:44 PM
Follow up on my case...

Believe it or not, after all that I have done and what I have been told on the phone by Lenovo, the Lenovo repair center replaced the laptop fan and nothing else ... Nice try, but the motherboard and the fan had already been replaced by my reseller! I got no call to inform me of that, no email, no nothing. 2 weeks lost for what exactly ?

I called again Lenovo, and I met up with a stubborn answering machine. Sorry, I meant tech support staff. She kept telling me I could not be guaranteed I would get the good FRU and she cannot tell the repair center what to do. Wow. So I'm going to send my laptop again just for the kick of it ? I gave up and asked to talk to a supervisor. Fortunately for me, the dialogue was two ways this time. My issue had to be escalated to level 2 (whatever that means), and the supervisor communicated directly with the repair center in Toronto. I sent my laptop yesterday and I am crossing my fingers. If a falling star comes by, I will also make a wish. Will that be enough ?

Seriously, what's the matter with that ?? What the hell is going on and why do we have to go through all of this crap ? I had to explain *everything* again for the Nth time, point out this thread to the supervisor and use all my diplomatic voodoo to get a positive answer. That same supervisor told me that I should consider myself lucky that they accepted to do the replacement and that anyway, my issue was with games. I kindly pointed out to him that my *work* involves heavy geomatic and 3D modelling processing and that if I mentionned games, it's only because it takes 10 min before the computer crashes instead of 2 hours. I also told him that new T61p being sold have the new FRU in place. There was an embarrassing silence on the phone... And by the way, people like to play too on their 3000$ machine.

Of course, I can forget about any kind of compensation whatsoever, because you know, that's normal customer service and I should just eat it. Well, here's some business 101 tip for Lenovo:

"Studies have shown that customers who have a negative experience that is dealt with rapidly and respectfully have a higher opinion of an organization than customers who have never had any problems. Customers who are angry, upset or disappointed are actually a gold mine for you, because when you go the extra mile to solve their problems, they turn around and advertise your business to others for free."

What an epic fail! How hard is it to add the missing FRU to the tip and be done with it ?
Message Edited by slorion on 08-19-2008 07:45 PM
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14 Posts

07-26-2008

Québec, Qc, Canada

24 Signins

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  • Message 782 of 938

Re: T61P Graphic problems - lockup with 2 dimms while gaming

2008-08-25, 22:55 PM
The fact that there is still no reply to my previous rant makes me have no regret about posting it. The saddest part is that there are people who got themselves into an even worse situation. Apologies are nice, but actions speak louder than words.
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5 Posts

08-24-2008

United States

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  • Message 783 of 938

Re: T61P Graphic problems--random shut down, BSOD, Crash

2008-08-26, 3:37 AM

I had a similar issue where whenever I would play Civ IV I would get random reboots and crashes. Every 1/2 hour or so.

 

Also, during regular workdays I would crash once every two to three days.

 

I am so glad my company had on-site service, although it took me two weeks and 5 phone calls for someone to finally show up. This "send it to the depot" business is ridiculous -- it is clear Lenovo's metrics for measuring technician quality, response time, etc., are totally out-of-whack.

 

Once the repair person did actually show up, it turned it it was the same issue others had seen on this forum -- a plastic sheet had not been removed from either the GPU or the fan (I forget which). Might I say the on-site repair person was very helpful and quickly swapped out the whole motherboard just to be sure.

 

I think I've had one crash in the last six months since that plastic was removed -- the Thinkpad has been rock-solid since then.

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50 Posts

05-08-2008

United States of America

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Re: T61P Graphic problems - lockup with 2 dimms while gaming

2008-08-26, 20:39 PM

Thanks, I will give that a try.  I did call the help number, but they told me to just reduce my processes.  I did reduce it to 65 from 111 by eliminating a bunch of startups.  It still locked up on the screensaver and I still have gotten kicked out of user sessions since then.

 

Vince

Vince
T60p, Model 8743CTO, CPU T7200 Core II Duo, RAM 2 GB, Mobility ATI
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5 Posts

08-29-2008

Canada

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  • Message 785 of 938

Re: T61P Graphic problems--random shut down, BSOD, Crash

2008-08-29, 15:53 PM

Hi Mark,

Hi,

I have a 6459CTO T61p with 1Gb memory ram, and I'm going to upgrade it to 4 GBs.

Well, I 've read the thread checked my planar FRU # at lenovo.com, result as below

 

 42X5036 42W7877 PLANAR FRU YES 

 44C3930 44C3931 PLANAR FRU YES

My question is why do i have 2 planars FRU # in my parts lookup result and is there any problem as describe in that thread when I upgrade my laptop memory to 4Gbs.

I did not send my laptop to service before.

I also sent you a PM

Thanks

Message Edited by gianggianggiang on 08-29-2008 08:54 AM
Message Edited by gianggianggiang on 08-29-2008 08:54 AM
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1 Posts

09-02-2008

belgium

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  • Message 786 of 938

Re: T61P Graphic problems--random shut down, BSOD, Crash

2008-09-02, 21:00 PM

my 2 cents: I match the exact problem:

I've 2 dim of 2 gigs on a 6459 CTO T61p and of course experiencing the issue.

 

Since I've read a month ago this thread I tested the solution and indeed:  

removing one of the dimm totally solve the issue.

 

unfortunatelly I got the computer when I working in the US and I moved in Belgium.

So my warranty is only working in the US.

Lenovo Belgium is sending me directly to the US customer support, and the US don't even want ot talk to me anymore after I tell them I live in Belgium now ... and tell I need to extend my warranty to Europe to get any support.

 

Nice...

well I'm not sure if I'll do it, since it represent 10% of the price of my computer nowadays...

Anybody had issue with awfull customer supportfrom the US having moved back in Europe?

 

cheers and good luck to all. 

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50 Posts

05-08-2008

United States of America

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  • Message 787 of 938

Re: T61P Graphic problems - lockup with 2 dimms while gaming

2008-09-03, 1:50 AM
I reduced processes, but it happened again, but possibly not as often.  It might have been on a warmer day too.
Vince
T60p, Model 8743CTO, CPU T7200 Core II Duo, RAM 2 GB, Mobility ATI
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14 Posts

07-26-2008

Québec, Qc, Canada

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  • Posts: 14
  • Registered: ‎07-26-2008
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  • Message 788 of 938

Re: T61P Graphic problems - lockup with 2 dimms while gaming

2008-09-05, 2:09 AM
Finally got my laptop with the 44C3931. What a great journey it was!
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17 Posts

05-19-2008

Montreal, QC

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  • Message 789 of 938

Re: T61P Graphic problems - lockup with 2 dimms while gaming

2008-09-05, 3:16 AM
Slorion, I'm glad to hear that. Mine still in depot... it's been over 4 weeks now that I dont have my laptop... status: part back order...
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12 Posts

12-09-2007

NY

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  • Message 790 of 938

Re: T61P Graphic problems - lockup with 2 dimms while gaming

2008-09-06, 20:47 PM

Hello Mark_Lenovo,

 

It's been a while since I've posted in this thread (first page); I was not able to keep up with the thread but I understand the issue has been solved?

 

What should I do to in order to repair the laptop? Is there any specific information you need (warrenty, model number, etc)? Who should I call (I live in Long Island, NY) and what is the expected turnaround time for the repair? Is there anything I should take care of before sending in the laptop (removing HD, etc)? What part(s) will be replaced?

 

Thanks,

 

Jin 

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