05-08-2014 11:21 AM
Last September we purchased 5 slice batteries for our X230 systems. One of them went bad about a month and a half ago, and I opened a warranty replacement ticket with Lenovo but they can't find a replacement battery to ship me (it's been out of stock for about 6 weeks now). They shipped out an incorrect battery at first, and I am getting the run around with various warranty, tech support, shipping, and status departments (I've been transfered to them all, have to explain my situation over and over again, only to get more confusion each time).
The battery I have has TWO part numbers printed on it, but they can't seem to ever cross reference these part numbers with the battery. The place we ordered these batteries from (CDW) have a Manufacturing Part number which is a completely different part number and which is NOT printed on the battery itself anywhere. Then, I just got off the phone with another person at Lenovo who gave me a slightly different part number, and then another part number (5 so far). How can there be so many different part numbers for the same battery and how can Lenovo not be able to cross reference them?
On the battery itself, I have two part numbers (again, why two???)
FRU P/N: 42T4967
ASM P/N: 42T4904
Then, there is a manufacturer part number (not listed on the battery anywhere) 0A36280
Then there is a fourth part number they gave me which is 42T4903
Then they gave me another part number of 45N1035
How can this be so complicated and why so many part numbers?
05-08-2014 12:57 PM - edited 05-09-2014 11:41 AM
I'm sorry for all the confusion, and understand your frustration with so many part numbers. Surely this is an opportunity for change. Please use the link for better support. The sales team will provide details on availability.
05-14-2014 03:50 PM
Given the time elapsed since purchase, this would generally need to be addressed through service. Service will deal exclusively with FRU or field replacement units.
During product life, we may introduce newer versions of a component or we may have an alternate supplier which can have a different FRU number but be functionally interchangable. When newer parts are released, generally the older FRU subs to the newer one so if you order the older number on a product, if we are out of stock on that, the newer one can be sent instead. Forward substitution.
I'll agree that this can be confusing and we try to make this seamless for the customer as much as possible.
Let me look into this overnight and see what we can do to locate stock. I'll work with bgriffin on what we can do to accelerate this for you.
05-14-2014 04:12 PM
Thanks Mark. I already have a replacement order in place, but it's been a couple of months, and still so stock availability to ship apparently.
I understand there can be new models/revisions of the same basic part, but when I open a ticket with the parts replacement people, and they cannot even locate the FRU number printed on the part, that really annoys me. We went around a few times with various part numbers. They say they have already escalated this to a high priority. After two months though, I would assume they simply don't make this part (or a similar replacement part) any longer. Maybe there is just a problem with getting these parts for some reason, but I could not get anyone from the parts replacement call center to verify whether they still even manufactured these parts or not. Even if there was a problem with manufacturing, how does it take more than two months? We are simply talking about laptop batteries here.
Thanks for the help.