I have to make a few comments here:
1. The optical drive issue can be many things. The prudent thing to have
done is call EZ and have them overnite a replacement. Then you could start
to troubleshoot.
The issue might well be a software/OS problem. The first test is to go into
the BIOS, set the unit to boot from the CD, set the CD speed to "normal" if
such a setting exists in your BIOS, and then boot from a bootable CD - the
recovery CD, an anti-virus disk, whatever. If the machine boots from the DVD
drive, you most likely have a software problem!
You also could have a VIRUS. A VIRUS can disable the IDE controllers, it has
happened to me.
2. as to the bezel, breakage is covered under warranty. Discoloration may
not be, or maybe that is the actual design, we would have to see it.
My experience with EZ serve have generally been quite positive.
----- Original Message -----
From: "Andrea Levin" <[email protected]>
To: <[email protected]>
Sent: Wednesday, March 11, 2009 1:38 PM
Subject: [Thinkpad] about EZ Serv...pretty incompetent.
Just an update - I followed the Digest's collective counsel to send my
malfunctioning T60 to EZ Serv rather than use carry-in.
The problems: only two, and minor. Malfunctioning optical drive (not
showing up in 'My Computer'; uninstalling and rebooting in Device
Manager -
no go, removing and replacing, ditto.) And - a little worse than
cosmetic -
a strange discoloration / opacity on the LCD bezel near the top of the
screen (LCD itself seems ok).
The thing made the complete circuit in 48 hours. According to the
'Repair
Action Report', the system board was replaced, ditto the optical drive and
the front bezel.
Not!
Bezel is the same bezel, easily recognizable. Optical drive still not
recognized by system (a 'new hardware' message popped up, and sputtered
out. The FRU is dated August 2007; since the T60 itself was purchased in
2006 - ok, it's a 'different' one, if not a 'new' one.
Apparently, no one tests to make sure problems are FIXED before sending
back
to customer?!
The kindly and smart EZ Serv customer support person I called agreed that
this is unacceptable, noting that the technicians currently being hired
are,
essentially, recent grads of proprietary trade schools who can follow
simple instructions, but cannot execute any repair requiring a moment of
critical thinking. Apparently, they do not check to make sure problems
are
resolved before shipping back, and falsify the repair sheets. As for the
system board, he noted that - that's just SOP, a catch-all solution;
actual
diagnostics are beyond them. Assuming there was nothing wrong with my
original system board, I'm just hoping that quality of the replacement is
not inferior to what they took out. This 2010, and this is ... the new
Lenovo.
The customer service rep is sending me an optical drive and an LCD bezel;
I'll take them to an authorized repair place and hope for the best.
(I'll
first try installing the drive myself, but I suspect it's something other
than the drive itself or system board.)
Problem number two: When I purchased this machine in April, 2006, I
shelled
out $288 for a 4 year Thinkpad Protection extended warranty with carry-in
service; according to Lenovo, this expires...in 2009. I'm not good at
math,
but. The customer service guy said that this happens all the time - and
that what will happen should I need service after April 2009 is that an
'entitlement' will be requested.
I apologize for the rant, but - I'm really shocked, shocked.
Andrea
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