Depot (EZServ) Warranty Review

Hello all.

I have been gone a while but I recently had to use the depot repair services for my X200.

Issue: My wired ethernet port started to act up during the summer months. I thought it had something to do with my windows install. Eventually it got to the point where my wired port would just not work. Windows could detect it but it would always fail to get an IP and be an "unidentified network". I am sure some of you are familiar with this due to software issues.

The two lights on my ethernet adapter would be solid basically as it failed to pull an IP from the DHCP server. I tried different cables, networks, OS's. I eventually realized that it had to be the hardware. I mean if it doesn't work in a live boot linux environment...then what?

Contacting Lenovo: So I just decide to finally get it fixed after a couple months of sitting on it. I call up the support number that goes to Atlanta, GA. Pretty sure it was someone in the US as the accent sounded appropriate. The man on the phone was patient (though sometimes had me hang on when i didn't really give him information yet) and easy to talk to.

When I explained that my ethernet was not working he asked some basic troubleshooting questions. After I told him of my exhausted efforts to figure it out he seemed fine with my conclusion. I told him the system board probably had to be replaced.

Shipping: I got my confirmation number and such. Next morning by 9:30am I had a UPS box at my door. Had the padding, prepaid mailer sticker, and a sheet to fill out information. I filled out the info and noted my issue and packed it up to mail out in a few days (I didn't do it right away).

After I did send it, however, it got to Lenovo's repair facility in TN the next day. The work was done in just a few hours according to my status lookup. It was shipped out the same day. And then it arrived the very next day.

So: shipped to lenovo on Monday; got to lenovo on Tuesday; shipped back to me on Tuesday; and arrived Wednesday morning.

Conclusion: My system board was indeed replaced, which was noted on the documentation. The laptop looked fine and had no damage except for my previous scuffs.

I am glad I didn't have any issues like some of the horror stories we hear about. Very happy with the service. And in one main use my warranty has paid for itself.

 

I can't say the same thing about Depot repair in Australia, since the depot repair was moved from Solectron/Flexitronics to Bytecraft. The repair is both low quality and slow. My T61 have been in depot sitting there for over 1 month now, waiting 3 weeks for a set of hinge and motherboard, another 2 weeks for the base cover. I wonder if these contract repairer understand the term efficiency and customer expectation. My T61 is only 14 months old, and they can't even source commonly used parts for it.

According to what i can gather, the depot is contacting various other depot to source the cheapest part...

 

BTW I have been to so called "authorized" repair centers for Toshiba. What I saw was the technician looking at a manual like he had never seen such a machine before. In one instance the case came back cracked. They denied responsibility until I raised hell then sheepishly fixed it.

Probably the TN facility fixes a lot of Thinpads and that is where I would want it to go if it needed reparirs not one that does outsourcing work for a variety of manufactuers.

A lot of these places are just hack shops that employ anyone out of some technical school like ITT. In the past training from those places meant something but these days any moron can get in and out.

 

Ya, I remember you mentioning the terrible service in AU, lead_org. I am thankful I didn't have any incident.

However, I think I will still always end up paying for the onsite warranty just in case in the future.

 

onsite warranty would only work if there is part availability, if the parts are on back order then onsite warranty is no more useful than the depot warranty. In Australia now the depot and on-site warranty is all done by Bytecraft, and they don't keep stock of many parts (hinges, fans, LCD, motherboard), they seem to have to order everything in.

 

Oh... not a good news. I'm about to buy an upgrade warranty for my X200s. Which one would you recommend, depot, onsite, or onsite same day? But according to what you said, just depot will do, I believe.

 

I would get depot w/ accidental damage. Onsite will buy you a little speed if the parts are readily available. But for the most part, delays are delays.

Accidental damage, on the other hand, can really save your ***.

 

Well in the US it would be different than Au. I think onsite is at least good for monitoring the work of the technician and of course speed. If there are delays you can find out and still have your laptop at least if it is usable). I have plenty of computers around though so I can just pull the drive or just use the data I have backed up.

 

They dont tell you to wait outside or in another room? I mean the "technician" doesn't want someone watching over his or her shoulder. Makes them nervous.

 

no you can usually watch him if you have time, to watch what he is doing and you can chit chat with him too, to learn some useful information regarding the laptop repair and what he does.