Lenovo EasyServ Repair == EPIC FAIL

So I was having problems with the graphics card in my T400, and I sent it in for repair. I got it back today. They replaced the hard drive, and I'm still having the same problem!! How can they be so stupid?

 

They replaced the HD and didn't replace the motherboard?

 

The technicians aren't paid to think, they're paid to follow the troubleshooting flow charts in their technician manuals.

 

srunni,

Sorry to hear this was a swing and a miss...

Can you PM me the case number? We should look into what went wrong ...

Please let me know in the PM if you think you need help on this.

Mark

 

Thanks for the help, but I have already phoned support. The repair center is sending me a box, but I also called sales, and they are ``looking into'' whether or not it's possible to just replace the laptop, because it's been over 21 days. I don't understand they can consider it to have been over 21 days when the laptop's been either in the mail or at the repair center half the time. I will report back on whether or not they agree to replace it.

 

It would help others if you sent Mark the case number anyway so that they can review where their processes and procedures broke down and fix them.

 

EPIC is here.

 

I'm sad to see all these relatively recent complaints about EZServ. They are the remnants from the IBM days and back in my T41 times I had excellent service from them in the 5+ times I sent my computer in/asked for stuff.

My recent experience with them was also bad... but I did call after hours (outsourced support).

 

I wish I wouldn't have to send my laptop in that many... times. Even how good the service will be.

 

srunni, sorry to hear about your repair going awry. I hate it when that stuff happens!

I've had very good luck with Lenovo EasyServ repairs - seven or eight for myself and clients with no problems at all...

But I ALWAYS put a couple of Post-Its on the laptop with a very simple description of what I expect them to work on. "Replace keyboard" "Fix graphics card" "Diagnose and repair boot up error XYZ" "Lid latch not working".

Kind of like when you're in hospital - take a pen and label the limb they're supposed to operate on!

 

You'll be amazed how poor their service is in Canada, our company sent a new T61 series laptop when it got released last year that had BSOD symptom out of the box due to lenovo's faulty driver for intel turbo memory, their technician formated the hard drive without making sure that they had recovery media available and it took them 21 days to get recovery disks from the US and then when the laptop came back it had same BSOD issue.

We had to troubleshoot the problem ourselves by applying some hack available on the web. We have learned dealing with lenovo the hard way.

 

I think epic would be you sent in your notebook for repair and at some point in the future Lenovo refused to acknowledge you sent it in or that you bought a notebook. As always when sending your notebook in for repair, if the hard drive is not the problem, you should pull it from the machine.

Was ThinkPad service better when IBM was in charge? Probably, but you paid a lot more money for your ThinkPad back then. They probably had more money left over to fund things like tech support and notebook repair instead of outsourcing them. IBM said they sold the PC division cause they weren't making any money, but prices have down a lot since they sold it. People run to FatWallet and SlickDeals for the best deals, which is understandable, pay half or less what they used to, yet still expect the same level of service. It seems an unreasonable proposition.

 

Well, I didn't lose any data. It's just that I have to send it back in again.

 

Smart idea—and doesn’t take much time at all.

 

The Canadian Newmarket Depot who took care of my repair did a poor job in putting everything together since the palmrest was damaged.

After a complaint had been made, they had a technician come over to my place and he also told me of his poor opinion of the Newmarket depot.

The bright side is that the new palmrest feels rock-solid and I got a replacement NMB keyboard for free too.

 

This should a warning - never get the Depot service.

Always pay the little extra and get the Onsite.

The service difference is night and day.