What Jessie Did Next...

...being the inane ramblings of a mundane Yorkshire bird.

This is the fifth time the laptop’s been back to IBM this year. Last year it went back twice. I’m pretty convinced that they didn’t repair it properly the first time it went back this year with a screen fault (and I got four different screen replacements in a short period because they kept sending the engineer out with panels with dead pixels, or dead cold-cathodes). As it is now, I’m using it with an external monitor so I’ve lost use of my Mac for the moment.

I phoned this morning and the reply came back “a technician will call you back in the next 48 hours”. Thanks a bundle, this isn’t why I paid extra for the decent warranty – and you didn’t actually get it fucking sorted the first time. They won’t raise a complaint either until the technician calls me back.

To say I’m annoyed is an understatement: I only hope that the spare Toshiba in the office will work with the T42p’s hard disk so at least I can take it to France and work on the ferry.

12 Comments

  1. Jess,

    please get in touch with us. Thank you.

    Best regards,

    Erik

  2. Erik – I’ve already replied privately, but when you posted that I was actually trying to find out the status of my laptop. I’m still on hold – the latest call has been going on for, er, 35 minutes.

  3. Jess,

    I am more than happy to assist to find a solution to resolve the issue you are having with your Laptop. I will need more details about it. Maybe a good idea to write down your email address and we get in touch with you.

  4. Erik – I don’t post my mail address to blogs because of spam harvesting, but you can get my details from the ticket ref A19BY4X or complaint ref AW7375 – cheers.

  5. Jess,

    we get in touch with you tomorrow or next week. We try to close this issue for you with your laptop. We wanna have satisfied customers 🙂

    Erik

  6. Lawrence Masters

    May 29, 2007 at 10:32 am

    I’ve been waiting for over a month for my first r60 and everything showed "IN STOCK" when I ordered it.
    Now between what I’ve read on this site and the lack answers from Lenovo I’m sorry I even bought it. I’m trying to get the cc co. to stop payment on it so I can buy something else.
    NO pc is worth waiting a month for

  7. omar goldsmith

    July 14, 2007 at 10:42 pm

    I just bought a new Thinkpad T60P. I need new machine install support. They have it, if you want to wait hours to get a technician online. I’m writing this in my 3rd hour of hold time. IBM needs to buy some Dells or HP’s, so IBM can learn what real customer service is like. Also, IBM is selling OEM software they don’t support. Whats with that? I can’t wait to join the hundreds of other cheated IBM customers in the class-action lawsuit they are going to get, over not supporting OEM software.

  8. I have had the worst experience possible with IBM (in my opinion). Does anyone know how I can get thier attention? I am trying to get my experience published by my local newspaper, but any other ideas are welcome.

  9. I am having a similar problem with problem with my T41 I purchased a few months ago. The laptop drops connections every minute or so. I have had them send me a new wireless card, a technication to come out, and I’ve even sent it to their "depot" for an evaluation. Their depot and technician couldn’t find a problem.

    By law they should either refund my money or give me a new machine. I explained this to the head man in charge but he claims I don’t have a right to anything since the machine is 3 years old. I told him that it didn’t matter because it was sold to me with a warranty and a warranty is a promise that the product will work as advertised. My warranty is about to run out.

  10. What can one expect?
    IBM handled the serial numbers for the Holocaust, and now have outsourced thier hardware to China.
    Chinas human rights record is also deplorable.

    -= I am no fan of this previously Nazi supporting company =-

  11. A few years ago I had a Dell that was broken out of box and they refused to fix. I complained for 2 years and eventually they sent me a free computer (piece of shit, but it worked flawlessly for 3 years).

    I’ve always loved Thinkpads so I bought a Lenovo notebook last Thanksgiving. Out of the box it had spots of pressure damage on the screen, but I was too busy to deal with it so I didn’t complain. The size of the spot grew and grew and now about 1/5 of my screen is damaged. Add onto that a crack in the upper casing, a left click button that no longer works, I finally had to send the damn thing in thinking the crap warranty might do something. They said they couldn’t fix the screen and sent it back w/out fixing anything! I called and complained and complained until their customer service hung up on me!! I finally bought an old IBM X31 on Ebay for 1/3 of the price of that Chinese piece of garbage.

    Has anyone been able to get compensation for their problems. I just want some free software or a free computer or a formal apology. Anything to restore my faith in IBM.

  12. I had the absolute worst customer experience while purchasing a computer from Lenovo. It has taken over a week to even get the order processed. And now that allegedly it has been processed they are giving me an estimated ship date of November 3rd. How can it take a company that manufactures computers over 1month to ship a computer it to a customer? That is not even including shipping time. I requested no configurations or modifications just the basic model and it takes that long. I don’t understand how no one has taken action inside the company to get this process to work better.

    I sincerely hope that they get this process working faster in the future as I can’t imagine many customers will be as patient as I have been. Certainly, I will not be either purchasing another computer from them or recommending anyone else that they even think about doing it.

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