11-05-2013 11:23 AM
So two days after upgrading to Windows 8.1 the SSD in my Helix died (or at least access to it died, the system wouldn't boot, said there was no drive available, etc.). So I called support, they sent a box out, I shipped it to them, and they said it would come back in 6-10 days.
Instead, every 4 days I get an email saying "Hold for Parts - Service call is on hold until parts arrive." - the last email was on 10/31. No indication what part(s) are on hold, and seemingly no way on the IBM EasyServ information site to find out any more information (i.e. ETA on receiving the backordered parts, etc.).
Originally I was worried I'd get back a refurbished unit; now I'd gladly take that as the wait is becoming intolerable. I mean, I've had to go back to using an iPad 3! Seriously, I didn't realize how much I was enjoying the combo of the Helix and Windows 8 until I went back to my old Dell XPS 13 laptop and iPad.
I am concerned however that the SSD (or whatever part failed) died after only 5 months (and right after the Win 8.1 upgrade - coincidence?). Curious what the hardware failure rate overall for the Helix is (you see a lot of stuff on the message boards but that's usually not representative of the entire population of units).
But more importantly, I really want to know when I'm getting my Helix back! Any suggestions on how I can get more information or do I just have to wait it out?
11-05-2013 03:18 PM
AFAIK, after 7 business days you can call and have your case escalated to the Supervisor. That usually helps.
As for SSDs, Lenovo is not their manufacturer and yes, one in many will fail without warning...not a pleasant experience.
11-06-2013 05:15 AM - edited 11-06-2013 05:17 AM
11-06-2013 01:27 PM
Thanks, yes initially I got the 2100 error and I thought I got around it by reordering the boot order of the devices, but then after a day it booted up and said "preparing auto repair" and would just sit there for every (I left it alone for 24 hours the first time). No matter what I did it wouldn't/couldn't get past that (but it wasn't the 2100 HD not found error).
A system board failure/replacement would actually be better, because then I won't have to restore the SSD from my Windows Home Server backup, but it really doesn't matter either way as long as it's actually fixed.
Haven't heard anything since 10/31 so will probably place a call today and see if I can get more detail.
11-12-2013 10:33 PM
So yesterday my status changed to "repair in progress" and then this afternoon my repaired Helix arrived at the office! According to the documentation supplied it was indeed the SSD that was replaced (reason: "bad sectors"). We'll see how this one holds up. Just glad to have it back