This ismy documentation, iam presenting to you the whole information was collected from tech support data base, please kindly do have a close investigation about my case.
Escalated on 18th January at 6:52pm, 1st case no: 31RQ2WZ
Problem: LCD screen suddenly goes blank and reappears several times and I requested them for factory restore.
I received the case on 18th january and I immediately drop the box with laptop in it, on 18th january to ups for depot repair. Depo received it on 21st january at 10:25am.
Depo send back my machine on 26th january
I received my machine on 27th january at 9:55am.
When I open the box I found left hing was not properly mounted, base cover broken, palm rest broken.
I escalated this problem on 27th january at 5:00pm they set me a new case no: 31RPWCL
I received box on 28th january and I drop it back with my machine to ups on 28th january at approximately 1:00pm.
Depo repair received my machine on 31st january.
They acused me of physical damage and my machine was in billable hold, they called me several time to pay for $300 for repair, I escalate this case to customer relation officer Mr.Greg (919-257-4751). He investigated the case and let my machine repaired without bill and sent my laptop on 8th feb.
I received my machine on 9th feb at 10:30am, and found 2 dead pixels on extreem right side middle of the screen, and left hinge was not properly replaced.
9th feb at 10:40am I escalated this problem (Damage by depo repair) to tech support at Altanta georgia, I spoke to Mrs.Bridgec, she forwarded my call to supervisor Mr. Harold, He documentel the whole problem and forwarded my call to level 2 team Mr.Khaled at 11:25am (
[email protected]).
Mr.Khaled upon investigation, he set my case to onsite repair.
Onsite technician Mr. Gelfand, Stewart C, arrived at my place on 15th feb at 9:00am to replace the LCD and he found different issues done by depo repair department
Mr. Gelfand, Stewart C documented and explained about the mess created by depo repair department
“I worked on this customer's laptop Tuesday 2/15/11.
When I arrived at the site he removed the laptop from the box in which the unit was returned to him from the repair depot.
I was there to replace the LCD and the hinges.
Upon close inspection, I observed that the left side hinge was not installed properly and was at an odd angle.
The customer showed me the "dead" pixel spots on the screen.
While I was opening the unit I observed that the depot tech did not follow the proper path of the black antenna cable when he reassembled the unit. The cable was pinched between the right side hinge and the base and I had to loosen the hinge screw to get the cable loose
I replaced the LCD and the hinges. I took the proper amount of time to make sure the hinges were properly installed squarely.
When the unit was reassembled. I noticed the following issues.
The bezel clips on the right side were broken off and the bezel was not seating properly to the LCD case.
I looked closely at the old LCD and there was double-stick tape on the edge of the LCD. I surmised that the depot repair tech had taped the bezel down rather than replacing it.
The customer then noticed that on the left side of the laptop. the spacing between the LCD and the base was not even. The center of the LCD case was curved up away from the base.
This may have happened when the unit was returned to the depot for latch repair.
I have documented all of the above items in photographs. Including the missing plastic card insert that fills the card slot.”
It should be noted that the customer is not very happy with the service he has received from the Depot to date.
He further stated he originally purchased this computer because a friend has an identical device and he liked the performance and the durability of the unit.
This experience has completely soured him on the IBM product completely.
He was making comments like "I am ready to just sell this computer for a couple hundred dollars as if is scrap".
For your information; this individual is about to complete his Masters Degree in Electrical Design, specializing in computer & chip design. He is very detail oriented and respects and takes care of his equipment.
The entire case of this computer appears to be brand new without any blemishes or scratches.
I do not know how anyone could have said this computer was abused.
Respectfully submitted,
Stewart Gelfand
WWTS #86168
This was his documentation, he also had capture the pictures of the laptop condition. And mailed his documentation with pictures to Mr.Khaled.
On 17th feb at 8:33am I called tech support to know the status of my case they put my call to Mr.Krik Green level 2 tech represent.
upon his request I have forwarded the documented version of Mr. Gelfand, Stewart C. and my case has been further forwarded to executive team because I have been accused by the depo department saying that it was my physical fault.
Well iam really wondering how can I open up my laptop and reroute the cables inside and how can I open LCD and broke the plastics of Bezel and tape it, and how can I replace the hing improperly ?
And I also have a question how can a phsical damage can cause “The cable was pinched between the right side hinge and the base”.
My final version is, upon all the above information given by me and lenovo’s onsite technician I was concluded that the lenovo had screwed me.
Iam kindly requesting if you can’t do anything regarding this case iam a student I even can’t do anything I will send my laptop back to depo as a scrap I don’t need your service and money, its my present to the reputed organization like lenovo who frauded me with their unprofessional service.
Thank you for looking at my documentation.
Regards,
Vamsikiran cherukuri.
