Acceptable turnaround time on X30 warranty repair

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Gringo · #1 Post by **Gringo** » Fri Apr 22, 2005 2:50 pm

First post...

I ran a search on this topic, but could not find quite the answer I was looking for and I was hoping some of you might have an opinion/legal expertise in the following.

I sent my x30 to the IBM repair center in Memphis, TN for repair. The computer is about 18 months old, and therefore still under warranty. I checked the status and called the tech support line, only to find out that the part they need to fix the computer is on backorder (from a contractor) and that they have no ETA for when they might get one in stock.

I spoke with the repair center people and their estimate (in cases where there is no ETA) is at least 2-3 months. In the meantime, IBM holds on to the computer, and I have to wait.

I also checked the warranty details (http://www-1.ibm.com/support/docview.ws ... MIGR-44132) on the machine, and it conveniently omits any reference to an acceptable time to repair the machine, after which it should be deemed unrepairable and replaced.

Does anyone know what might be considered a "reasonable time frame" after which I am entitled to a replacement? Incidentally, I find it amazing that they are out of parts for an 18 month old computer carrying a 3 year warranty...

Thanks for any insights!

#2 Post by **AlphaKilo470** » Fri Apr 22, 2005 2:56 pm

I've never dealt with any of IBM's warranties and I don't own any new ThinkPad's so I don't know if I'm able to stand fully on this, but I don't remember ever going anywhere for any warranty stuff and waiting 2 to 3 months for anything.

#3 Post by **daeojkim** » Fri Apr 22, 2005 4:39 pm

I think it is just plain ridiculous that you have to wait for 2 - 3 months to get your computer repaired. it is plain unacceptable. For any kind of repair under warranty it should not take no more than 2 weeks MAX!!! I consider 1 week long.

If the wait is 3 months I would [censored] them to get me a new machine. It is a computer, not a space shuttle. 3 months... i am furious...

beerak · #4 Post by **beerak** » Fri Apr 22, 2005 4:41 pm

I don't know how it is in US, but in EU the limit is 30 days and after 30 days you have right to full refundation no matter on the age of machine, type of damage, even it will be repaired e.g. on 31st day ...

Gringo · #5 Post by **Gringo** » Fri Apr 22, 2005 4:57 pm

Thanks for the replies. I appreciate the insights and am happy to read that I am not the only one to find this unacceptable.

I can tell you, however, that it will probably be VERY hard to get a replacement.

I was glad to read about the EU policy, and would be delighted if anyone had any idea if there is an equivalent policy in the US.

Thanks again!

sktn77a · #6 Post by **sktn77a** » Sat Apr 23, 2005 4:56 pm

Check the Lemon Laws in your state.

beerak · #7 Post by **beerak** » Sat Apr 23, 2005 5:05 pm

Gringo wrote:I was glad to read about the EU policy, and would be delighted if anyone had any idea if there is an equivalent policy in the US.

Do you have there some Trade Inspection where you should call for advise or file a complaint for a procedure of objection ?

Gringo · #8 Post by **Gringo** » Sun Apr 24, 2005 12:06 am

sktn77a wrote:Check the Lemon Laws in your state.

Lemon laws would apply to computers? I have always thought of lemon laws as applying to cars... Nevertheless, I am not sure this would apply, as they seem to have supplier problems... the computer can easily be fixed (or so they seem to imply).

Regarding beerak's suggestion, there is always the Better Business Bureau, which can attempt to help in these situations. My computer has not been with the depot for very long, and I will give them another few days before I start contacting the BBB, etc. I thought I should be fully prepared before starting to battle with IBM.

I already spoke with an "escalation manager" whose only suggestion was that they send back the computer and that I try to contact an "authorized dealer/repair center" and wait until they receive the part to get it replaced. Given my experience (with another machine) with authorized repair centers (and other people's experiences, as I have read in this forum), there is NO way I am going to an authorized repair center. The manager's response is unacceptable anyway: I sent it to them to get it repaired, and I don't want it back unrepaired...

Thanks again for all the suggestions and advice... keep it coming!

Txiasaeia · #9 Post by **Txiasaeia** » Tue Apr 26, 2005 12:59 pm

According to an IBM contractor currently repairing my X31, warranty item turnaround is supposed to be 3 *days*. I've been waiting for about three weeks to get the system board replaced.

Another week and I'm going to ask for a new notebook, as this is simply ridiculous.

Gringo · #10 Post by **Gringo** » Tue Apr 26, 2005 4:42 pm

Txiasaeia wrote:According to an IBM contractor currently repairing my X31, warranty item turnaround is supposed to be 3 *days*. I've been waiting for about three weeks to get the system board replaced.

Another week and I'm going to ask for a new notebook, as this is simply ridiculous.

You are incredibly patient... I have been waiting for about a week, and have been told that there is no ETA, which means 2-3 months, and I will not be giving them that much time before requesting a new computer... As I mentioned earlier, I don't believe my chances are very high, but I am not impressed with the unavailability of parts for a computer that they are still selling (albeit under a slightly different name X30, X31, X32, etc.)
Good luck!

#11 Post by **BillMorrow** » Wed Apr 27, 2005 10:23 pm

email sam palmisano, CEO..

3 months is not acceptable..
a month is not acceptable..

threats of the BBB will only lead to rolling of eyes and a loss of attention..

Gringo · #12 Post by **Gringo** » Wed Apr 27, 2005 10:41 pm

BillMorrow wrote:email sam palmisano, CEO..

3 months is not acceptable..
a month is not acceptable..

threats of the BBB will only lead to rolling of eyes and a loss of attention..

Thanks for the input, Bill. While I agree with you about the BBB, I have to admit that I had already written to Palmisano when I bought the computer, because I could not believe their selling practices. To make a long story short, I ended up buying the computer from a retailer instead of IBM direct (which offered a student discount) because they were unable to give an ETA on the machine I wanted (nothing seems to have changed there), and the retailer was actually cheaper... Before doing that, I emailed the sales rep and his manager to make sure there were no downsides to buying from a retailer.

In the end, I had to fight to get them to honor the warranty (from my purchase date), and I found out later that IBM has (had) this policy whereby if the price drops within 6 months, they refund you the difference. Naturally, the price dropped... and I was not happy or impressed.

Bottom line, that letter also had absolutely no effect... I am currently waiting for a call from corporate, after having "escalted" my problem up and up and up and up... and having been told that I have little chance of getting anything...

By the way, from what I read in this forum, other people are having incredible problems with warranty repairs, or are even waiting for months to receive a computer they already purchased, all the while Dell ships within 3 business days. I know my IBM computer is MUCH better than my previous Dell machine, but I am not sure it is worth the customer service loss...

Gringo · #13 Post by **Gringo** » Thu May 19, 2005 9:42 am

Just as a follow-up to the warranty repair issue...

I ended up getting a replacement computer (which arrived yesterday) since IBM/Lenovo was unable to repair mine within a reasonable amount of time (and did not have any idea when they would even get the replacement parts, if ever).

Overall, it took 5-6 weeks to get the replacement computer. Naturally, I am quite happy about the upgrade from a 2672-4hu to 2885-k4u (better processor, bigger and faster HDD, better ram and USB2... and NO DEAD PIXELS so far)...

Despite the upgrade, I still wonder how IBM/Lenovo manages their parts inventory, because not having the part for a warranty repair, and then taking 6 weeks altogether to solve the problem is quite a long time.

In addition, the upgrade/exchange really highlighted that I was initially sold a lemon (which IBM always refused to recognize in prior repair attempts). The new computer's HDD is almost completely silent (despite being faster than my prior x30's HDD) while the HDD in my X30 was rattling like crazy (I could hear it in another room...). In addition, there are no dead pixels instead of 4 or so on my old X30... but hey, I'm happy... I just hope nothing breaks on this one...

Finally, and if anyone makes it this far along the post, here is a question about the specs of 2885-k4u. If you go to the IBM/Lenovo sales site and list all X series computers, the 2885-K4U description mentions a 5400 RPM HDD. However, if you look for the model description by entering the model number under the warranty/support site, it says the HDD is a 7200 RPM. Any idea which it is?

LordGop · #14 Post by **LordGop** » Thu May 19, 2005 11:39 am

Dang that is a major [censored] experience.

Well hey look on the bright side, new notebook

....hopefully that at least makes you feel better.

phiber · #15 Post by **phiber** » Thu May 19, 2005 8:33 pm

just a slightly offtopic question: how do u like it? any gripes about the 2885k4u ? anything u found particularly nice? i just ordered one and cant wait !!

btw i think its a 5400RPM harddrive

#16 Post by **daeojkim** » Thu May 19, 2005 11:19 pm

Gringo wrote:Just as a follow-up to the warranty repair issue...

Finally, and if anyone makes it this far along the post, here is a question about the specs of 2885-k4u. If you go to the IBM/Lenovo sales site and list all X series computers, the 2885-K4U description mentions a 5400 RPM HDD. However, if you look for the model description by entering the model number under the warranty/support site, it says the HDD is a 7200 RPM. Any idea which it is?

Just open it up and remove the HD and see what it is.. that would the gold standard to find out.

Gringo · #17 Post by **Gringo** » Thu May 19, 2005 11:43 pm

phiber wrote:just a slightly offtopic question: how do u like it? any gripes about the 2885k4u ? anything u found particularly nice? i just ordered one and cant wait !!

btw i think its a 5400RPM harddrive

I have not had much time to play with it yet, but I will post more details after the weekend. So far, I can't say that there is much of a speed difference with the x30, despite a much faster processor and HDD. I launched both at the same time and they both booted together... Altogether, I like it very much.

Oddly, they changed the placement of the second USB port from the right of the machine to the left of it... so for all you lefties out there, it will be more convenient to plug a usb mouse... I now plug the mouse in the back of the machine, which adds a little more cord, but no big deal...

I do enjoy the 802.11G which is considerably faster than 11b... Also, the screen seems a little brighter and better contrasted than on my X30 which is nice.

As for the HDD I will take a look this weekend, and confirm whether it is a 5400 RPM or 7200 RPM.

Acceptable turnaround time on X30 warranty repair

Acceptable turnaround time on X30 warranty repair

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