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12 out of 13 people found this review helpful
0.5 stars
"Blue Screen of Death w/ bad Customer Service"
Pros: Fast when it doesn't bluescreen
Cons: The constant blue screens, Lenovo/IBM Customer Service, swapping wrong parts for repair
Summary: To start off, as an introduction, I've been in the IT field for 10+ years, worked in the VAR industry, and realize that issues do happen and not everything goes as planned. Below will give you a horror story regarding customer service, and a unit that will just not work without blue screening.
Well, I've purchased, owned and used quite a few laptops in my time and fell in love with the specs on this model. After doing my research, I felt this was the best deal for the $$$. Well, in the long run, I was wrong.
The old Blue Screen of Death showed it's ugle face not too long after receiving the unit (within the week), and thought the issue may be resolved by installing the updated nVidia driver for the graphics chipset (128MB version). After one day, a new blue screen error appeared with a different error code. After speaking with Customer Service, they decided to have the unit sent in. After receiving the unit back, it was determined that the memory on the system was at fault. Well...it blue screened again. Same error. This time they said the mobo should have been replaced. So...we sent it back in and they promised repair and delivery no later than 2 business days after sending it in. I called that very day when I was supposed to receive it, only to find out the parts were on backorder. Great, thanks for telling me. After I received the unit a couple of days later (after battling customer service), I boot up the machine only to find that the video driver had not been properly installed. Why is that? Because they placed the wrong system board in the system...the one with the Intel 965 express chipset for the graphics instead of the nVidia 128MB version that I had ordered. Great, they have now downgraded my system, didn't offer to tell me, and most of all, did not compensate me for the downgrade. So I emailed them regarding the issue, and received a call the next morning. That was great, but only to be told that the correct part was installed. Hmmm...the screen shots that I have will prove otherwise. The uninstall of the video driver and attempt to install the nVidia driver did not work because the hardware was not detected. The Intel 965 chipset driver was installed by Vista correctly after being connected to the internet. Hardware detects the Intel 965 board.
I'm waiting for a senior rep. to call me back to discuss. Solectron (the repair company that Lenovo/IBM use) has had the laptop longer than I have. I've asked for a full refund now, but I've been told that it is not warranted. Interesting...I pay for a brand new laptop to work, it doesn't, and yet I can't get my money back. I've already gone down the road for a replacement unit, one that works, but I've been denied that as well.
- 1 reply to this review
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I just purchased this new T61 laptop with lots of hardware upgrades. I purchased this laptop to replace my existing Compaq Presario laptop (great buy) for the business purpose. The T61 arrived and worked great. I didn't move my data and programs to T61 for few weeks. On Black Friday I moved my applications (Office 2007, MS SQL 2005 etc., typical business applications) and data to T61. Everything worked except Wireless card (came with the T61) needed to repair every time I boot the laptop (still not fixed yet, thinking to write a script to kick off on reboot now). I called Lenovo Support and they flat out told me that it is not a hardware issue, it is a configuration issue.
Me: Okay! Whatever! Solve it? The wireless card and configuration came with T61, so whatever Lenovo has to do, do it.
Lenovo: Sorry can't do, it does not cover in the laptop warranty.
Me: So what to do?
Lenovo: Call Lenovo live support, pay 99 per call and they can fix it.
Me: Okay why don?t you take this laptop back and send my money.
Lenovo: Sorry can't do it, we have 21-days return policy which has expired.
I've no choice but downgrade this laptop as a back up and buy a new laptop from other manufacturer with a helpful support service. I've been using Dell at home and swear to God, their customer service will bend backward to make me happy. I can't trust on this laptop anymore, as if it breaks down, then I do not want to be jerked around.
