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IBM Complaint - Equipment and Service is Dismal - ThinkPad X61
ThinkPad X61 - Complaint
Four months ago I needed to purchase a new laptop for my personal use. In the past I had never considered anything but Dell. Since my current employer was utilizing IBM ThinkPad’s I decided to look at the ThinkPad. I chose and purchased a IBM ThinkPad X61 laptop in June 2007.
Last week the hard drive stopped working on that laptop. I took the laptop to a local IBM PC service provider (Syscom Technologies) who diagnosed the problem as needing a new hard drive. They ordered a new hard drive which arrived yesterday (Case #33PT7MR). They then called me and wanted the Operating System and Thinkpad software – I told them it was preloaded when I received the computer. He then called IBM and was told they would overnight a disk to him. Today he did not receive it and he called for a tracking number and was told it would be 3-5 days prior to it shipping.
I have several issues that IBM technical support tells me is the way it is and I will have to live with it:
1) Why does an authorized Service Provider not have the software and tools they need to make warranty repairs?
2) If IBM is shipping computers pre-loaded – Why do the hard drives not come pre-loaded?
3) Why does the order of a warranty hard drive not trigger the requirement for the software?
4) Since the old software, that was preloaded on the computer, was obviously licensed, why can the service provider not download the software online?
5) Why does the hard drive on a computer 4 months old break?
I have now been without my computer for at least a week and will be another before I get it back. IBM Technical Support tells me that is the way it is and I have to live with it. One Final Question - What computer do you think I will consider the next time I or my business needs a computer?
Last week the hard drive stopped working on that laptop. I took the laptop to a local IBM PC service provider (Syscom Technologies) who diagnosed the problem as needing a new hard drive. They ordered a new hard drive which arrived yesterday (Case #33PT7MR). They then called me and wanted the Operating System and Thinkpad software – I told them it was preloaded when I received the computer. He then called IBM and was told they would overnight a disk to him. Today he did not receive it and he called for a tracking number and was told it would be 3-5 days prior to it shipping.
I have several issues that IBM technical support tells me is the way it is and I will have to live with it:
1) Why does an authorized Service Provider not have the software and tools they need to make warranty repairs?
2) If IBM is shipping computers pre-loaded – Why do the hard drives not come pre-loaded?
3) Why does the order of a warranty hard drive not trigger the requirement for the software?
4) Since the old software, that was preloaded on the computer, was obviously licensed, why can the service provider not download the software online?
5) Why does the hard drive on a computer 4 months old break?
I have now been without my computer for at least a week and will be another before I get it back. IBM Technical Support tells me that is the way it is and I have to live with it. One Final Question - What computer do you think I will consider the next time I or my business needs a computer?
Comments:
Posted by tnchuck100 on 2007-11-13:
I think each of your concerns are legitimate. Except #5 ... the answer to that one is God does not make hard drives, man does. Anything man makes is subject to fail at anytime. New or old.
Why didn't the authorized repair center cover those bases?
Why didn't the authorized repair center cover those bases?
Posted by Lidman on 2007-11-13:
Have to agree with tnchuck and his answer to #5 is very good.
As to your finial question, maybe a Dell for business, it's 50/50 on that one though whatever way you go. Good luck and thanks for the information.
As to your finial question, maybe a Dell for business, it's 50/50 on that one though whatever way you go. Good luck and thanks for the information.
Posted by Sparticus on 2007-11-13:
The T61 models are the first to be made 100% by the new company Lenovo. I expected a drop in quality... so this does not surprise me... but their lack of support does.
Posted by superbowl on 2007-11-13:
I have a T21 (IBM) that is still going strong.
Posted by missrealitychk on 2008-02-15:
You have every right to be upset, but it's unfortunate that you've been left hanging with Lenovo. Your Dell is one of the "good" ones off the assembly line. When you get a quality machine from Dell, it usually lasts. Otherwise, with Dell it's all about the extended warranty you purchase from them. Trust me when I say, with Dell, you'll be using that extended warranty A LOT.
Personally I'm totally fed up with this new line of "consumer" grade PC's/notebooks. That's the "in" thing for these companies. They now are like the airlines, offering, first class, business and coach. All of us hardworking folks usually can only afford the coach version of computers, or at least that's what all of the major electronic chains have in stock.
If you can afford it, get yourself a mac and leave this microsoft windows pc madness behind you. That quality in product and service which was inherent in the IBM name, is long gone when they changed hands with Lenovo. I should know I have a Thinkpad model and I am NOT PLEASED AT ALL! I suggest checking out ebay or craigslist, for a true IBM Thinkpad minus the Lenovo name or just spring for a Mac.
Last month I visited a friend for a weekend. Both she and her husband are happy as larks with their Macs! Go Mac...you'll never go back.
Personally I'm totally fed up with this new line of "consumer" grade PC's/notebooks. That's the "in" thing for these companies. They now are like the airlines, offering, first class, business and coach. All of us hardworking folks usually can only afford the coach version of computers, or at least that's what all of the major electronic chains have in stock.
If you can afford it, get yourself a mac and leave this microsoft windows pc madness behind you. That quality in product and service which was inherent in the IBM name, is long gone when they changed hands with Lenovo. I should know I have a Thinkpad model and I am NOT PLEASED AT ALL! I suggest checking out ebay or craigslist, for a true IBM Thinkpad minus the Lenovo name or just spring for a Mac.
Last month I visited a friend for a weekend. Both she and her husband are happy as larks with their Macs! Go Mac...you'll never go back.
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