Finally, 27 days after the original accident, I received my Lenovo X61 tablet back close to its original state. 

The service record for the third repair indicated that they replaced the following parts:

Part #        Part Description
42W3399    FRU LCD Front Bezel ASM FIN
42W3798    Lower Case w/ Label DALI M/T 7

It took Lenovo three repairs and 27 days to get it right.  If you are considering buying a Lenovo laptop or tablet - don't buy it on the expectations of good, timely service.

 

I sent my tablet back for the third repair today.  I filled out the usual paperwork indicating what issues I was having.

I got a call at work today from the Lenovo repair center.  The service rep said they had been forwarded the e-mail I sent to Sharon yesterday (Sharon never sent a response acknowledging my e-mail).  The service rep then proceeded to set up the third repair case and said a box would be shipped out to me overnight (I didn't bother asking him to e-mail me a shipping label).

Hi Sharon,

The issue has not been resolved to my satisfaction.  The bezel is still not as snug as it should be around the LCD.  In fact, when I received it from the repair center, I had to snap a section of it together at the very top.  You can still see the bezel separate considerably at the bottom of the LCD when opening the laptop.  It also makes a little popping noise when you open it.

In addition to that, there were several cracks on the laptop that were supposed to be repaired in the initial repair.  I did not look very thoroughly at the case before sending it back for the second repair (because of keyboard issue), but after receiving the laptop back from the second repair, I noticed a crack where the battery connects to the laptop.

I have attached two images highlighting the crack and the gap in the bezel at bottom of LCD.  (These images can be viewed on the day 17 post)

At this point, after sending the laptop back twice for repair, it doesn't appear that a third trip will resolve these issues.  I'm disappointed in the service I've received from a company that produces an excellent product.  My main work machine is a T61 and I've recommended Lenovo products to several co-workers and friends.

Let me know what my options are at this point.

Thanks,

Dan

Dear Valued Lenovo Customer,

Thank you for taking the time to respond to our recent customer satisfaction survey.  

Lenovo strives to provide the highest standards in customer service, and I apologize the service you received fell below those standards. You are a valuable customer, and any dissatisfaction on your part indicates an opportunity for improvement on our part in order to maintain the level of satisfaction our customers expect and deserve. I personally want to assure you that we take your comments very seriously and we will use them to make improvements to our business.  
Your comments on the survey were "Several issues remained after repair - space bar did not work; bezel was not tight around LCD; LCD was dim in corner.."   Records indicate machine was repaired, LCD replaced on case number [Case # Removed] and returned via UPS tracking number [Tracking # Removed], delivered on 02-0-2009.  I do apologize for any inconvenience. Has the issue with your machine been resolved? If not what is going on with it so I will know what direction we need to go in to get issue resolved.

Again, thank you for your honest feedback.  We at Lenovo are dedicated to the satisfaction and success of our customers.

If you have any further concerns or comments please feel free to email me or call me at the number below.

At Lenovo we strive to ensure our customers are Very Satisfied!!
Sharon

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