I hate IBM. (Update: Resolution?)

[PoPPeR]

something similar happened to one of my friends. I'm not going to say what he did, since everyone on AT seems to be so moral and ethical all the time (and now i've already said too much), but lets just say that IBM was trying to screw him like they're trying to screw you and he screwed them back.

Point of story: you're the second person i've heard of IBM trying to do the whole "well that things broken so we'll have to charge you $1000 to fix it" routine.

 

[Entity]

Originally posted by: newbiepcuser
Just keep at it with them on the phone, and speak to their supervisor, that person's supervisor, etc.

Does IBM even offer accidental coverage like Toshiba and Dell?

People tell me they do, but it wasn't offered when I purchased it at Newegg. My guess is that if it is offered, it's an addon purchase. I wasn't ever contacted by them asking if I wanted it, so my guess is it's probably in my manual or something.

Rob

 

[newbiepcuser]

Originally posted by: Entity

Originally posted by: newbiepcuser
Just keep at it with them on the phone, and speak to their supervisor, that person's supervisor, etc.

Does IBM even offer accidental coverage like Toshiba and Dell?

People tell me they do, but it wasn't offered when I purchased it at Newegg. My guess is that if it is offered, it's an addon purchase. I wasn't ever contacted by them asking if I wanted it, so my guess is it's probably in my manual or something.

Rob

For Toshiba, I had to contact them directly about it. Dell its part of their add on selection. Hey Rob, what credit card did you use to buy it? Maybe your credit card has that double the warranty thingy mig jiggy. I'm sure Rossman would know off the top of his head. Since you said you only had it 1.5 years, the credit card warranty should be still kicking.

 

[Entity]

Originally posted by: newbiepcuser

Originally posted by: Entity

Originally posted by: newbiepcuser
Just keep at it with them on the phone, and speak to their supervisor, that person's supervisor, etc.

Does IBM even offer accidental coverage like Toshiba and Dell?

People tell me they do, but it wasn't offered when I purchased it at Newegg. My guess is that if it is offered, it's an addon purchase. I wasn't ever contacted by them asking if I wanted it, so my guess is it's probably in my manual or something.

Rob

For Toshiba, I had to contact them directly about it. Dell its part of their add on selection. Hey Rob, what credit card did you use to buy it? Maybe your credit card has that double the warranty thingy mig jiggy. I'm sure Rossman would know off the top of his head. Since you said you only had it 1.5 years, the credit card warranty should be still kicking.

The CC was an American Express blue. I don't think it had the warranty extension, but I don't know.

Thing is, this isn't a "warranty" problem per se. It's that IBM doesn't want to honor the warranty, as I still have 1.5yrs left under the original warranty.

I talked to a manager and he's having it escalated. I should be receiving a call soon, but from the comments I've heard on the thinkpad forums, I'm not looking forward to a good resolution. I'll pitch a bitch about it, but we'll see if that has any results.

Rob

 

[bracut80]

i have a bunch of T42s at work and on 2 of them the NICs starting Fing up. you would have to wiggle or lift the cable to get a connection. Called the warranty guys and they sent out a tech and replaced the whole motherboard just for the NICs...

i don't see how your USB port would cause your wireless to stop working...

 

[rahvin]

Originally posted by: Entity
The CC was an American Express blue. I don't think it had the warranty extension, but I don't know.

Thing is, this isn't a "warranty" problem per se. It's that IBM doesn't want to honor the warranty, as I still have 1.5yrs left under the original warranty.

I talked to a manager and he's having it escalated. I should be receiving a call soon, but from the comments I've heard on the thinkpad forums, I'm not looking forward to a good resolution. I'll pitch a bitch about it, but we'll see if that has any results.

Rob

Thanks for posting about it anyway, IBM was at the top of my list because of a thinkpad I have used in the past. Looks like I'm going to be moving them down the list a dozen or so notches and won't be buying a thinkpad in the future.

 

[Hossenfeffer]

Good luck, chief.

 

[Entity]

Originally posted by: rahvin
Thanks for posting about it anyway, IBM was at the top of my list because of a thinkpad I have used in the past. Looks like I'm going to be moving them down the list a dozen or so notches and won't be buying a thinkpad in the future.

After receiving this response from the admin of thinkpads.com, I'm thinking that avoiding IBM may be prudent now. I don't know what happened with them.

those people at easy serve have one track minds..

if they get it into their pointy little heads that you sneezed on the thinkpad and by some stretch of their inagination that was the cause of the failure then that is IT..!
no appeal will work, not careful pointing out that the broken USB port is a common thing among USB ports and that it has nothing whatever to do with the (insert obscure part here) failing will deter these minions of profit from doing their best to screw some hapless (AND innocent) user of cash..

i have seen this happen before, boys..

there IS no appeal and there IS no higher authority..

sadly, easy serve has become a crap-shoot and that scratch on your display from some innocent mishap MIGHT disqualify that thinkpad from ANY service, ever, under warranty..

 

[CRXican]

go DELL

 

[alembic5]

I don't know why everyone seems to have a love affair with IBM. I have 2 T40's and 1 R40 on my desk right now needing repair, and they are like new. These have been some of the most quirky and finicky machines I have ever worked with. And I'll also confirm that IBM support SUCKS. I have been putting off calling on these laptops simply because during my last round, I was on hold for hours. All to be told "Sorry, we won't warranty that... it will cost you $1000 to fix it." And yes, ours was also under warranty. You'd think they'd work a little harder for you when you're ordering 35 units at a time... so we moved to Dell. The Latitude D610's kick a$$, and came out about $600 per unit cheaper than the equivelent IBM's. Bonus! Best of luck to you... I would definitely file a complaint with the BBB if you don't get resolution to this.

 

[Toasthead]

thats crazy

 

[Rock Hydra]

And just to think, they practically MADE the 'wintel' machine. They should have this crap down by now.

 

[fbrdphreak]

Originally posted by: alembic5
I don't know why everyone seems to have a love affair with IBM. I have 2 T40's and 1 R40 on my desk right now needing repair, and they are like new. These have been some of the most quirky and finicky machines I have ever worked with. And I'll also confirm that IBM support SUCKS. I have been putting off calling on these laptops simply because during my last round, I was on hold for hours. All to be told "Sorry, we won't warranty that... it will cost you $1000 to fix it." And yes, ours was also under warranty. You'd think they'd work a little harder for you when you're ordering 35 units at a time... so we moved to Dell. The Latitude D610's kick a$$, and came out about $600 per unit cheaper than the equivelent IBM's. Bonus! Best of luck to you... I would definitely file a complaint with the BBB if you don't get resolution to this.

Funny 'cuz 99.9% of anyone else who has used a Thinkpad loves IBM support.
Maybe you didn't buy enough of a warranty. I've got 3 years w/3 year accidental and they sent me a new batt quickly w/return shipping labels and I'm about to have them replace the keyboard for the Thai one (and because this one has all these damn shiny spots on it )

 

[Entity]

Just got a call back from IBM. Apparently "wear and tear," to them, equates to system abuse, and they will not be repairing my system. I've been passed up the chain about 4 or 5 managers up, at this point, and still no luck.

I'm pissed. :|

 

[mcvickj]

What a bunch of BS. I would be looking to tear someone a new hole. Don't give up!! :beer:

 

[Entity]

I'm on the phone with American Express regarding purchase protection right now.

Rob

 

[Entity]

American Express can't do anything either. :|

 

[helpme]

I've had nothing be great support with their xSeries line of servers. I always like calling them because they say:

You're being transfered to our support center in Atlanta Georgia

Instead of NEW DELHI, INDIA.

I think we've only had a couple problems with our thinkpad support and user damage. However, both times the user really did bust something up. You'd be amazed at how some people can break the frame of the laptop where the keyboard ends.

I'm wondering if IBM just doesn't give a crap anymore since they won't be selling the machines soon (Levono will be).

 

[Entity]

Yeah, in this case they're saying it that "wear and tear" amounts to the same as "user abuse or damage," and consequently won't fix something that wore out over time. I've moved as far up the chain as I can, but I don't think I'm going to get any resolution.

Rob

 

[GoodToGo]

Wow dude, that is utter BS. My la mates used to swear on IBM, let me check after a couple of years

My Dell's C400 USB is spotty as well but the laptop still works great.

*Keeps fingers crossed hopeing Dell doesnt suffer from the same problem*

 

[davew0670]

buy a new one. put old one back in box. return box for refund. ibm deserves it. I dont normally advocate this sort of thing but sometimes its called for.

 

[Entity]

Originally posted by: davew0670
buy a new one. put old one back in box. return box for refund. ibm deserves it. I dont normally advocate this sort of thing but sometimes its called for.

If the purchase weren't a year old, I'd probably just dispute the charge. No good now though.

Rob

 

[Merlyn3D]

Wow...never heard of IBM doing this, their support has always been quick, reliable, and friendly when I called them for both my T30s.

 

[KK]

You could take them to small claims court, couldn't you. If they don't show, you get an automatic judgement, right?

 

[EyeMWing]

Originally posted by: DaveSimmons

Ugh. So apparently at some point in time, the USB port broke. The little black plastic bit which covers the metal prongs fell off, or was removed, or whatever.

Wait, so this happened and you never realized it?

One day you jammed a cable in, a part went flying with a "crack!", and you didn't notice?

Or are you saying you got this used and have no idea whether the previous owner did abuse it or not?

I know what he's talking about; I got a BUNCH of Dells with that same USB port damage. and frankly, those things come out when you're REMOVING cables GENTLY because they're prefractured. It's not because of abuse, it's a fvcking design flaw in the USB connector (I *HATE* that connector with a FVCKING PASSION.) that causes accelerated wear and tear.