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22 Posts

03-11-2008

Canada

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A bad experience with Lenovo repair service...got more problems now than when I brought it in

2008-06-15, 18:23 PM
Paragraphs with ** may be skipped if you just want the short and sweet version:
 
**I bought my X61 in April 2008 and everything was great. I loved the laptop except for one thing: it had an extremely tight PC slot (although it was completely functional). I had a difficult time inserting my PCMCIA soundblaster sound card and removing it was even more difficult. I literally had to brace the laptop between my left arm and chest and manually pull the card out because it was so tight. I am an university student so I did not have time to deal with that problem because it was during final exams. I finally found some time recently to bring my laptop for repair. I called Lenovo and they recommended me to bring it in to my city's authorized business partner repair shop because they said it would be faster. So that is what I did. It turns out that they have to replace the system board because the PCMCIA slot was attached to it. In the end it took 3 trips (30 min drive each way) over a span of 2 weeks before I actually got my laptop fixed because the system board was backordered. Finally 2 days ago I got my laptop back and indeed, the PCMCIA slot is not tight anymore...yay! And that was when all the trouble started:
 
After bringing it home, I started to find more problems with the laptop than before I brought it in:
  1. First thing I did was try to reactivate the TPM chip but it turns out that the TPM chip already had an owner. I found that strange and tried my previous passwords and none worked.
  2. I can no longer output my display to my external LCD monitor. It doesn't work regardless of whether I plug the VGA cable directly to the laptop or via the Ultrabase 6. I know it's the not the cable because it works with my older laptop. I spent countless hours trying to figure this out and uninstalled and  reinstalled several versions of Intel X3100 video driver as well as Thinkvantage Presentation Director. Even during boot-up it does not show up on my external monitor.
  3. The Bios date/time and other settings get reset each time the external power is lost (e.g. remove battery or unplugging AC). This usually indicate that the computer CMOS battery is dead or bad.

From the above problems, I can only conclude that Lenovo sent a used defective system board. There could be other problems that I don't know about yet.

 

Initially I had tried to call Lenovo technical support (3x) and they were next to useless. The first time I called, the technician pretty much blew me off telling me that they can't help me and told me to search Lenovo support page for the answers to my problems. I couldn't believe it! Furthermore, I wanted to know how I can reset the TPM password and the first rep told me that  that they would need to charge me for walking me through the steps. (in the end I figured it out on my own)

 

I am very dissatisfied with how things turned out. I know I now have to get my system board replaced again but this has been way more trouble than it is worth. I had spent many hours driving back and forth to the repair depot and even more hours troubleshooting the problem on my own because Lenovo support couldn't help me. It has completely destroyed my confidence in Lenovo. How can they be doing repairs with defective used parts??? What options do I have?



Message Edited by tallshorty on 06-15-2008 11:46 AM

Message Edited by tallshorty on 06-15-2008 11:50 AM
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3290 Posts

02-17-2008

Australia

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Re: A bad experience with Lenovo repair service...got more problems now than when I brought it in

2008-06-15, 19:14 PM
Hope one of the Lenovo Administrator can tend to the problem.

Message Edited by wjli2 on 06-16-2008 05:15 AM
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8095 Posts

11-19-2007

United States of America

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  • Message 3 of 9

Re: A bad experience with Lenovo repair service...got more problems now than when I brought it in

2008-06-18, 16:41 PM
Tallshorty,
 
Wow!  Apologies for such an experience.   First, could you send me a PM with your contact information, your system model & serial #, and your service case number(s) if you have them handy?   I will ensure you get some help.
 
Secondly, service parts may be new or refurbished. -  Sorry to hear about this TPM problem - we can look into the process to ensure this is tested for, and ensure this does not happen, although it sounds like you've solved this part.
 
Thanks for sharing your story.
 
Mark


Message Edited by Mark_Lenovo on 06-18-2008 09:41 AM

Message Edited by Mark_Lenovo on 06-18-2008 11:59 AM
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22 Posts

03-11-2008

Canada

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Re: A bad experience with Lenovo repair service...got more problems now than when I brought it in

2008-06-18, 19:19 PM
Hi Mark,
 
I have PM'd you the requested information. Thanks for looking into this.
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22 Posts

03-11-2008

Canada

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  • Message 5 of 9

A bad experience just got worse

2008-06-28, 1:21 AM

Hi Mark,

 

First off, I want to thank you and Michelle for your sincere help in setting up the onsite repair and trying to make right the bad experience I have had so far. The onsite technician came to my house today and completed the onsite repair. In fact, he even brought 2 system boards to repair in case one was again defective. I really appreciated his promptness as he came as soon as he received the system board today. Now, all of the problems I have stated above is now working as it should so it was indeed a system board problem. BUT! I soon realized that he had brought the wrong system boards:

 

He had brought:  IBM FRU 43Y9026 and 42X4524.

 

I quick google search and I discovered that both part number are for the Planar system boards containing the Intel T7500 2.2 Ghz CPU! This has been confirmed via systems information. My laptop configuration is supposed to the be the new Penryn T8300 2.4 Ghz CPU.

 

According to the IBM Hardware Maintenance Manual for the X61 (http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=MIGR-62866) the corrrect part number should be: 42W7860

 

I don't know what to say. The onsite technician said that those were the part numbers given to him by Lenovo. I hope you can understand that my confidence in Lenovo has been severely diminished.

 

This is getting really rediculous. All I had originally went in for was a tight PCMCIA slot and over 1 month, 2 repairs, and 3 system boards later, I end up with a downgraded and obsolete CPU. I honestly do not know what to say. I have owned 2 prior laptops (a Toshiba and Asus) and had to use the warranty on both machines but I have never had such a bad experience such as this. I will be going out of the country next Thursday so whatever that needs to be done has to be until I come back at the end of July.

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22 Posts

03-11-2008

Canada

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  • Message 6 of 9

Re: A bad experience just got worse

2008-08-02, 7:05 AM

Hi Mark,

 

I just returned to Canada and I just want to let you know that my problem still has not been resolved yet. Ms. Webster, from Lenovo, has not been responding to my emails regarding this issue since I returned. I tried contacting the technician that put in the wrong system board but I am unable to reach him at the number he give me. Can you please help me resolve this issue as quickly as possible? It has dragged on for way too long.

 

Mike

 

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3290 Posts

02-17-2008

Australia

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  • Message 7 of 9

Re: A bad experience just got worse

2008-08-02, 7:21 AM
wow this posts was put on a while back, you should try PM Mark_Lenovo.
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8095 Posts

11-19-2007

United States of America

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  • Message 8 of 9

Re: A bad experience just got worse

2008-08-05, 22:00 PM

Mike,

 

Thanks.  Got your updated information - will check with our Canadian colleagues.

 

Sorry to hear that this situation has been protracted - I feel confident we will resolve it directly.

 

Mark

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3 Posts

08-25-2008

USA

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  • Message 9 of 9

Re: A bad experience with Lenovo repair service...got more problems now than when I brought it in

2008-08-25, 14:09 PM

I have same problems too. My x300 VGA port is totlaly useless. It does not output any video out. I tired on 2 LCD screens and 2 projectors. It makes this notebook very very useless for me and yes it cost 3000 dollars !!!!!!!!!!!!.

 

I will try to call Lenovo and get it repair but I hope that I dont meet a useless customer service again.

 

 

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