Comment Re:IBM / Lenovo : then, the bad news (Score 1) 129
I guess it's an anti-karmic payback. I just had a session with IBM/Lenovo tech support that was the exact opposite of anything in my previous experience.
One of my machines is an R-40 - a 2723JBU, used primarily by my wife. Its three year warranty expired earlier this year. The battery started failing to hold a charge, so, I replaced the three year old battery. When that didn't fix it, I replaced the charger. When I still had a problem, tonight, I called Lenovo.
Ooops.
After punching in my machine type, I spent more than 20 minutes on hold, then was connected to IBM Canada...who listened to my story, then said, "Hey...let's switch you to someone in the States who can help you. A few minutes later I spoke to a quick succession of people who passed me from number to number, each with a lengthy list of menu options, and a long recording about the SONY battery problem.
Finally I reached hardware support, now in Atlanta (instead of North Carolina?). After reaching back for a 15 year old phone number (the one with which I'd started my IBM account) they found my customer information.
I was told that yes, it sounded like a system board problem. No, I couldn't extend the warranty after it expired. The charge to repair: somewhere near $575. I asked, well, when you have it, can you upgrade the hard drive, which is only 20 gig? No, I was told, that's your problem. Just pull the chip and put in a new one.
I explained, reasonably patiently, that I wanted a hard drive, not RAM.
No, said my rep, we don't do that either. You can buy a backup drive and a new hard drive, and do it yourself.
I think I started this piece of the thread by saying I hoped Lenovo would keep up IBM's superb level of tech support for Thinkpads. Well...I guess I'm not getting my wish.
One of my machines is an R-40 - a 2723JBU, used primarily by my wife. Its three year warranty expired earlier this year. The battery started failing to hold a charge, so, I replaced the three year old battery. When that didn't fix it, I replaced the charger. When I still had a problem, tonight, I called Lenovo.
Ooops.
After punching in my machine type, I spent more than 20 minutes on hold, then was connected to IBM Canada...who listened to my story, then said, "Hey...let's switch you to someone in the States who can help you. A few minutes later I spoke to a quick succession of people who passed me from number to number, each with a lengthy list of menu options, and a long recording about the SONY battery problem.
Finally I reached hardware support, now in Atlanta (instead of North Carolina?). After reaching back for a 15 year old phone number (the one with which I'd started my IBM account) they found my customer information.
I was told that yes, it sounded like a system board problem. No, I couldn't extend the warranty after it expired. The charge to repair: somewhere near $575. I asked, well, when you have it, can you upgrade the hard drive, which is only 20 gig? No, I was told, that's your problem. Just pull the chip and put in a new one.
I explained, reasonably patiently, that I wanted a hard drive, not RAM.
No, said my rep, we don't do that either. You can buy a backup drive and a new hard drive, and do it yourself.
I think I started this piece of the thread by saying I hoped Lenovo would keep up IBM's superb level of tech support for Thinkpads. Well...I guess I'm not getting my wish.
