newly purchased T61 arrived in non-new condition

Has anyone else received their ThinkPad T61's in non-new condition? If so, does anyone have any recommendations for a reasonable course of action to take on this?

Speaking as a once-loyal ThinkPad user (T40p, and T60), I'm really disappointed by my T61's end-product quality and experience with customer support. At any rate, the details of my experience are below.


Order Summary:
------------------------
Ordered: 08/10/2007
Arrived: 08/15/2007
Notes:
- purchased through SPP site
- after unpacked, I noticed the following visual artifacts:
* palm rests look like they've had ungloved hands laid on them (note: I will acknowledge that this is seems like an arbitrary claim, but with my previous Thinkpad T40p and T60 units, I have never immediately noticed such visual artifacts before - see attached pictures anyways)


* OEM Windows Vista license sticker on the bottom was torn (see attached picture - serial number and product numbers were edited out for obvious reasons)

* upon first boot, I was greeted to the 'Windows Error Recovery' menu screen (see attached pictures)




Dialog with Lenovo Customer Support:
------------------------
- 8/17/2007 (Fri)
* first attempted calling Customer Service
* was told that I would need to take this up with Technical Support, and that they would have to create some form of tracking id for my claim in order for this laptop to be returned without charging me a 15% restocking fee
* was redirected to Technical Support line
-- selected '1' for Hardware
-- explained my issue to the support representative
-- support representative replied that this issue would need to be taken up with Software Technical Support
-- was redirected to Software Technical Support, waited in the phone queue for approximately 30 min. before I had to give up and get back to my job

- 8/20/2007 (Mon) (Today)
* called Customer Service again, explained my situation again and asked if there was something that could be done
* was put on hold while the representative contacted his manager re: the issue
* after approximately 5-10 min., the representative returned with the response that:
-- they need to install software on the laptop, and so that may be the reason for the visual artifacts on the palm rests
-- perhaps the people who installed the software did not properly shut the laptop down, which may be the reason for the initial 'Windows Error Recovery' screen upon bootup
-- repeated that the only way this laptop could be returned is by having Technical Support validate that there is a system problem or a hardware defect


Order Info:
------------------------
Quantity Part No. Description Item Price Line Total
1 8897CT CONFIGURED SYSTEM Serial Number: --snipped--
$1,244.50 $1,244.50
42V8190 SBB INTEL CORE 2 DUO PRCESST7300
42V8012 VBB MS WIN VISTA HOME BASIC
42V8568 SBB MS WINVISTA HM BS32 US ENG
42V8285 SBB 14.1 SXGA+ TFT
42X0807 SBB INTEL GMA X3100 W/OWWAN
41W2059 VBB 1GB PC2-5300 667MHZ 2DIMM
42V8195 SBB KEYBOARD US ENGLISH
42V8296 SBB UN(TRCKP+TOUCHPAD)FINGERRE
42V8164 SBB 80GB HDD,5400RPM
42V8193 SBB INTEL TURBO MEMORY 1GB
42V8172 SBB DVD REC.8XMAXDUAL LAY UB-S
42X0805 VBB PC CARDSLOT EX CARDSLOT
42V8177 SBB INT.WIRE.WIFI/LINK4965AGN
62P6054 VBB INTEGR.BLUETOOTH PAN
41W1508 SBB 6 CELL LI-ION BATTERY
41W1787 SBB CPK NORTH AMERICA
27R1769 SBB PSTN CABLE
42V8339 SBB LPACK US ENGLISH
Status: Shipped on 08/12/2007 More info

 

Wow man, that sucks. You spent 1200+ dollars for a new laptop, not a used one. ThinkPads are great laptops, but their customer service is horrible. The lines, lines...I don't call them only because I have to wait 30+ minutes to talk with a representative. Also mine is defect free, so I found no need to call them.

 

Man that really sucks. I would be infuriated. File a claim on the BBB. I hear that by doing that, there is a chance that you will get a call from someone at lenovo willing to fix the problem, can anyone verify that?

 

That sucks man.

 

It was made by Microsoft. It is normal.
Every Vista genuine label comes with it.

 

yes file a BBB complaint. You will get attention immediately.

 

Please do not post details about employees or their contact information. Thank you.

 

My Vista sticker was somewhat "loose" also on the bottom. I just took it off gently and put it on waxpaper. I should actually thank them for putting it on loose.

 

All of the stickers look like that....and they test every unit, so of course someone's hands were on the palm rests

 

Not mine. My sticker is not torn.

 

Mine is, oh well

 

I can't see a tear in the sticker... what am I missing?

 

Yes, I've just filed a complaint with the BBB, which has been routed through to Eastern North Carolina's BBB branch. Hopefully they can help me reach an acceptable resolution from all of this.

I'll keep this thread posted.

 

The tear is across the 2 metallic stripes on the sticker (it exposes the bare laptop underneath). It is about the size of a dime.

 

Take a picture.
I wanna see one.

 

That's right.
Every Vista sticker comes in the similar (looks like it's been torn) condition.
Check it out:

http://www.microsoft.com/resources/howtotell/content.aspx?displaylang=en&pg=coa

 

I've purchased a T40p and a T60 before this T61. Neither units have had visual artifacts so apparent. If this were my first unit, I wouldn't have thought twice about this, but I can speak from experience that this wasn't the case on past units before.

 

This a Vista feature only!

 

I really don't see what the big deal is. There are some hand prints on it OOHHH NOES! And of course as other people mentioned all Vista stickers look like they're torn. Were you not able to recover from the error screen? Big deal, it's a damn error screen, just do a recovery on it. Don't misunderstand what I'm saying, it definitely shouldn't have shipped like that but a refund would be a little excessive.

Here's what you do:

1. Get a wash cloth and clean hand prints
2. Ignore your sticker since they're all like that
3. Recover the OS

You're SET! You basically have a new machine. What the hell are you getting annoyed for? I'd call Lenovo to complain and maybe ask them for some sort of compensation like an extended warranty or something. You're making a bigger deal out of it than it is. That's the way it seems to me anyway.

 

I have received 4 PCs from different manufacturers all with torn Vista stickers. Its designed that way.

 

BTW, original poster.
Selling used (not new) items as brand new is a highly illegal practice.
There is NO WAY, a company the size of Lenovo, would even consider doing anything like that!

 

Yea my vista sticker is torn as well.

 

Not to put too fine a point on it, but so is using antifreeze as a preservative. I'm waiting to get my ThinkPad (tomorrow!), and am really excited, and, yes, events like that occur in like .0001% of all goods, but large companies are willing to do illegal things. If you need another example, look at Enron.

 

This thread is inaccurate. You have hand grease on your laptop, big deal. Maybe the employee forgot to wear gloves or was too lazy. Take a damp towel and clean it off.

The sticker is supposed to look like that.

The Windows Error was probably caused by an improper shutdown when Lenovo was testing the system.

 

O, please.
You wish Lenovo sold you a used laptop as new.
You won't need to pay for another notebook again, ever.

 

My vista sticker was torn too..showing the bare laptop underneith...with no plastic protective covering on it whatsoever

 

I would be concerned about this. The pictures depict the standard vista sticker that MS has moved to...

 

Interesting. If that's the case, then I'm happy to rescind that aspect of my complaint. Thanks for educating me.

 

My T61 runs perfectly so far. I am not really worried or concerned.

 

What else do you have to complain then? The grease marks? How does Lenovo know that they weren't from you? I would be very surprised if they offered you an exchange. The Windows error message was caused by an improper shutdown. It's not like you're getting a Blue Screen of Death.

Laptops aren't going to be in perfect condition when you receive it, and after a month of use, it's definitely going to look worse than you first opened the cardboard box. My brand new X61s has two dings on the front corners. I've tried scratching it with my fingernails and it doesn't seem to get worse. I have a feeling that it came that way, but oh well. You're paying for a $1500 laptop, not a $3000 one.

 

You're missing the point. My issue is with the finished quality of the product. If I wanted a used ThinkPad, I would've purchased one from somewhere else; and I would've also paid less than what I did.

I think it's a reasonable expectation that if I am charged a purchase price for a new item, I can expect it to arrive in new condition. If this situation were such that I purchased a used or refurbished item, I would consider all of these facets a non-issue.

 

Another question, after the "Windows Error Recovery" screen, did it go to the Vista setup sequence?

 

1) Made by humans
2) Microsoft COA labels have been like this for a while. They are designed to only be applied once and will basically fall apart if you try to pry it off and transfer it.
3) I was too, and then I went into the "welcome" sequence. Probably an artifact of their imaging process

Net: You have received a new PC.

 

1 - Yes, the visual artifacts on the palmrests are a tough claim to defend, which is why I'm growing ever more pessimistic of ever resolving this.
2 - My issue isn't about its condition after using it for a month. It's about its condition upon arrival. I've purchased two ThinkPads in the past, a T40p, and a T60. Neither of them had these problems (and yes, I acknowledge now that the torn sticker shouldn't be deemed as a valid problem).

I too will be surprised if I get any satisfactory resolution out of this. Still, I'd rather this be documented should this be indicative of the types of units people can expect to receive when they order ThinkPads.

 

Yes, it kicked off the Windows Vista setup wizard.

 

I think you're just overreacting and making a big deal out of nothing. It seems like your whole "case" is based on a Lenovo tech who forgot to wear gloves and did not shut the computer down.

I doubt your laptop, out of the hundreds of thousands that have been shipped, is indicative of anything.

 

Sorry was referring to the sticker. Odd that it doesnt have the tear in the middle.

 

I see, thanks for your feedback.

While it upsets me that their quality has fallen since previous models, I'm willing to accept that this might just be what their level of quality standards has become. If that's the case, then so be it.

 

Well, the fingerprints probably shouldn't be there -- the person packing the machine should probably be wiping it down thoroughly. And I'd agree, the error screen on first bootup could be a little unsettling, but I've seen this before with other imaged drives. The COA bit, though, is purely a Microsoft thing. I fully suspect the COA label will be tattered and unreadable after some time. My T60p label that I received in April is almost unreadable already, as they don't seem to laminate them anymore either.

Enjoy your new laptop!

 

I really think there's something wrong with the following : "You're paying for a $1500 laptop, not a $3000 one."




--

 

My 6-year-old T40 still has its WinXP sticker intact and looking perfect.

Everything made today is cheap garbage.

To the OP, you're lucky that yours wasn't broken. Someone opened up a box to find the new case cracked. Phoned and of course was accused of having dropped it and trying to pull a scam.

 

If you think it might be evidence of a used or refurbished machine it might be. And if you really want to go through the hassle, take it back. But seriously if it's Santa Rosa, even if it has been used lightly it's nearly new. I would seriously just complain and hope to get some compensation for poor quality control.

 

I will repeat it again.
The torn sticker is by design and serves a purpose of the Vista security feature.
It has nothing to do with the sticker's durability, quality of materials used etc, etc.
The torn sticker features the so-called Port-Hole™.

"The latest pre-installed Windows COAs contain a Port-Hole™ near the middle of the COA, shaped like a Windows flag with two interwoven threads that run vertically through its center.
The words "Your Potential" are hidden beneath a heat-activated layer on the right thread. The left thread has red microprint of the words "Our Passion."

The top COA displayed on the left has been in production since February 2007 and its Port-Hole is completely filled in with paper fibers.

The bottom COA has been in production since September 2006 and its Port-Hole is transparent with individual paper fibers visible around the inside edges. (There may be variation to the shape due to manufacturing techniques.)

 

Take legal action against Lenovo ..you will get a new system + some $$

 

How do you prove something like this ?




--

 

Yea, without any evidence...

 

Seriously, let's get real.

I started this thread seeking feedback on what I initially thought was a lemon. It seems that, instead, this is just an indication of Lenovo's present level of quality standards. Disappointed as I am, I've accepted that.

Let's move on, shall we?

 

chefnix,

I experienced exactly the same problem, when I received my laptop, the battery was half charged, I kept on getting CHKDSK errors on boot up, sometimes on resume from sleep or suspend I would get a blue screen, I had 2x deep scratches on surface. And also because of the off center screen on the right hand side of the 15.4" model, the plastic lip seems like its coming apart.

The build quality was poor, mine looked used, I have logged a call, heard nothing back, I am taking mine up with local consumer authorities and I will keep you posted.

 

I believe batteries are always stored at half charge to maximize their lifespan.

 

I sense you think we ridiculed you more than gave you positive feedback. I think some people, myself included, thought that you were being a little too picky. What can we say when someone gets the anomalous system? It's nice to think that a company could ship every product as a perfect product but they can't. I don't think it speaks to Lenovo's current quality control standards. In order to say something about that you would need to know how many poor systems get sent verses how many good systems get sent which you can't, not even from reading this board because the population here is heavily skewed toward people who have problems.

You can't possibly think you have a lemon from the very petty things you listed. One of them, the Vista sticker, you didn't even bother to research. After several people told you that it's suppose to look like that, you didn't listen. You bring up the error screen but never tell us what happened after that? Did the system boot perfectly afterwards?

Maybe you're right, maybe it's a refurbished lemon, but that evaluation would be a complete guess because all of your problems are so petty. Call Lenovo, complain about it, and see what they're willing to do for you. Should you have gotten maybe that .1% that slipped through? No, but that's why there is a labor warranty. It's that simple. THAT, my friend, is feedback.