EasyServ Memphis isn't getting any better

They sent my laptop to the wrong address.

Someone else has a pristine T60 with DVD-RAM and a perfect battery.

The issue was pretty minor--most likely the inverter board--as the little icon with the power plug didn't light up when external power was plugged into the laptop. (The brick ran the unit, charged the battery, and was detected properly by software/hardware on unit. The issue was the LED-lit symbol which shows that the unit is running on external power.)

They stated that they replaced the planar and memory--but didn't mention testing the unit with a different inverter board to see if that was the problem! Also, the tech trashed the video cable/ribbon during disassembly, so the repair(?) was delayed until another video cable could be found. So, I waited an extra 4 days and then they lost the unit.

I could have done the hardware testing myself--because I do laptop repair--but I didn't want to void the warranty (as there was a small possibility that the power section of the planar was going south.)

The nearest local Lenovo/IBM Business Partner is in Lakeland FL--50 odd miles from me. I drove there initially to have the laptop tested/repaired--they had no tools, no software library--and no external PSUs to test and check laptops with. I would have had to purchase another power brick to assure that the one which came with the off-lease unit wasn't operating to specification and causing the problem.

What happened? When Lenovo bought the personal computer division, the logistical chain for parts and service was in pretty good shape. Now? Not so much.

I am not a happy camper. Not at all.



Eric

 

Yeah, from IBM to Lenovo a lot was lost. Some people have reported Thinkpad quality has been going down, although I really do not have an opinion as I have only used a T400 (I think) and then only for a few minutes.

You could get in touch with a consumers association of your state/city, they usually can provide good advice (including legal advice) on situations like that.

Hope everything gets sorted out...

 

Hi, Eqwatz.

I read your thread about the lost T60 and EasyServ service. I've recently gone through a similar experience with my X60 tablet and contacted Lenovo executives for assistance, who've been very helpful. I'm writing to pass their information to you in hopes that they can help you.

The first person you'll want to contact is Mr. Terry McCarthy, who is the execute complaint resolution manager for Lenovo, who works in the office of IBM's CEO. His e-mail is [email removed by moderator]. You may also want to contact Mr. Mark Hopkins, who also works out of the same offices, and has assisted many users with similar problems on the official Lenovo support forum. I only have Mr. Hopkins' e-mail, but he's prompt and responsive, and it may help to contact him in addition to Mr. McCarthy. Mr. Hopkins' e-mail is [email removed by moderator].

When contacting these gentlemen, please be calm, polite, and thorough. Have all Lenovo-assigned case numbers at hand, as well as a complete, detailed description of the original problems with the system, what EasyServ did (or didn't do) to fix those problems, and detailed information, including UPS tracking information, about your system as it was returned from the EasyServ depot. You've probably already done this, but you'll want to contact UPS directly at 1-800-742-5877 and give one of their shipment logistics managers (ask for this person straight away) all information you have about the mis-delivered item. They'll want you to file a lost shipment claim; here are details about how to do that.

I'm terribly sorry to hear of your problems. Hopefully, Messrs. McCarthy and Hopkins can help, and UPS will do more than sit on their asses about this. Good luck.

 

Wow. This is the kind of posts that make NBR one of the best forums on the Net. Even though it's not my problem, + rep

 

I tried to PM the OP with the e-mail addresses and phone numbers but for some reason, s/he isn't able to receive PMs. If you'll PM me, Eqwatz, I'll provide the contact information for these most helpful gentlemen.

My apologies for posting e-mail addresses in an open forum; I did so in an effort to help Eqwatz, not to invade others' privacy.

Cheers,
~tdr.

 

Mark is quite easy to reach via Lenovo's forum or even by PM here. There's no need to fill up his e-mail.

 

Rather than complain about "filling up Mark's e-mail," why not link to the ways Mark can be reached? And, how is one person e-mailing about blatant mishandling of a system sent for service filling up his e-mail? Besides, Messrs. Hopkins and McCarthy's e-mail addresses were removed by an NBR moderator.

Eqwatz,
Edit: Mr. Hopkins replied below. Good luck in getting your system back and repaired as it should have been in the first place.

Cheers,
~tdr.

 

Here!

You can send me a PM with your case number and also your contact details - name, address, phone will be helpful. Having your MT & Serial will be helpful too - I can extract them from the case, but it's a good cross reference.

Best regards,

Mark

 

Mark:
Although I registered, I had difficulty in activating the account on this site. I am unable to PM, I have not been given the privilege to do so by the site admin. There is no option to contact member, nor can I get to the functions via links found in an article in the FAQ.

I created Inbox and Sent Messages folders in the user cp, but I doubt very much that I can even receive a PM. (If you wish, I can set up a temporary email account that I would feel comfortable to post in a public forum.)

I'm not sure that it would be a good idea to post the serial numbers of the battery, PSU, MB, Laptop (they didn't match) and DVD-Ram drive--or the case numbers (they assigned a different one which used the S/N on the bottom of the laptop; the original case number had been assigned to the S/N of the MB.)

I will post them to this thread if you request it.

Of course it would be nice if folks would PM the ADMIN to enable my account so I can PM as emails to the site bounced back as undeliverable.

 

Do not post your serial number in the forum.

I believe the problem with your PM function is that you have to have posted 5 messages before it's activated. You can also reach Mark at Lenovo's own forum (URL in my sig) where his username is Mark_Lenovo.

 

I believe 10 posts are required to be able to PM, unless they changed it and didn't tell me, which wouldn't be surprising.

 

What? Am I supposed to randomly spam other threads until I get to PM?
You have got to be kidding.
Eric

PS: So far as answering PC, networking, Deployment and other technical questions; I'm pushing 50, I don't remember ****. I have to look everything up just like everyone else.

PM is working as of Monday, April 6.

 

Eqwatz,

Received your PM. On the Lenovo forum, there shouldn't be any min reqs to send a PM.

In any event - working on your issue.

Mark