laptop repaired 5 times, still problematic, another repair?

Around april 20, 09, I dropped my Lenovo laptop, and sent in my system for repaired. They replaced a few exterior parts, my LCD, and Haddrive. I received it back and notice my SD card slot was jammed and a pin in the back of the laptop was broken. I sent in my machine again, and the system board was replaced. Once I received the machine back, I noticed my screen would flicker and the flickers lead to the screen going completely dark. I called Lenovo again, and resisted sending the machine in because it takes about a week each time, and I needed my machine, an onsite repair was schedule. While waiting for the onsite replace to take place, I began experiencing problems with the wireless where it would disconnect and not see any network at all until the machine is rebooted. I called techsupport again, and was told it would be fixed at the onsite repair.

The onsite service took place where the inverter was replaced and my wireless issue was not addressed. Immediately following the repair, the LCD would go black a few seconds after the machine is turned on. The technician has indicated that with my machine being old, there's a good chance that the parts that my machine were replaced with were used/refurbished.

Unsatisfied, I called tech support and demanded my machine to be replaced. The case was escalated and the request was denied. The lead escalations focal I spoke with had the machine sent to North Carolina, where the hard cases are being dealt with to be fixed.

After about two weeks, I received my machine back and noticed although the screen does not go black a few seconds into usage, the flicker and intermitten blacking out still exists. I also noticed my bluetooth was not working. I was again in communication with the lead escalations focal, he reported filling the machine for a replacement, however, it was denied back the machine was originally dropped and that the machine had gone out of warranty while it was in NC. He asked that I sent a list of all the issues that I was experiencing with the machine and an onsite repair was scheduled to have the machine fixed.

A technician came and replaced my systemboard, wireless card, inverter, and several wires. The bluetooth problem was not fixed however, and the parts were ordered. After the repair, my machine would have a hardware malfunction each time a USB device is plugged into a machine. I tried all three USB jacks and the machine would BSOD each time. The problem seems to be associated with the used system board that was placed in my machine.

I contacted the lead escations focal. He apologized that the repair failed, and said he escalated my case to Lenovo executive relations. The next day, I received a call from the person my case was escalated to. He said the machine would not be replaced because the problems only happened toward the end of my warranty. He said based on his information, the machine had the inverter replaced three times, and the antenna wires replaced once. No other parts were replaced.

I have documents from the two depot repairs that indicate more than just the inverter and wires were replaced. For the onsite and NC repair, I was not given any documents.

My machine originally has Thinkpad Protection which states the following in the Scope of Service: Pursuant to this Agreement, we will repair or, if in our sole discretion if we decide it is necessary, replace the Product if it experiences operational or structural failures resulting under normal operating conditions and handling due to liquid spills on the keyboard, unintentional drops and bumpds of the Product, and electrical surge that damages the Product's circuitry, or the failure of the integrated LCD screen.

I am very unsatisifed with Lenovo's incompetence and everything that has transpired. My machine has been repaired five times it's still problematic. Is sending in my machine for another repair the only option?

 

If i was you, i would file a complaint with BBB at this point to give them an incensive to sort things out.

 

You might want to contact [email protected] and explain the situation. He's got an account here, but I think you're better off doing it at Lenovo.com.

 

I agree with ZaZ. Mark has helped a lot of people. Have your documentation of the repairs available to fax to him if necessary.

 

Thank you for your replies. I will email Mark!