How can I have my T420s Serviced under my ThinkPlus Warranty?

Question

I have a T420s with 3 years of Thinkpad Plus Priority Support. Over a month has past and my computer is still not working correctly. Please review my story below and provide any advice you may have. Thank you.
On August 19th while browsing the internet my T420s bluescreened and then reboot.  At reboot it no longer recognized the hard drive and during the bios boot up it gave me a “PXE-E61 Media Test Failure. Check Cable”.  In Paris at the time for work I attempted to phone Customer Service in the US but was instructed they were unable to assist me and was instructed to phone the French support number during normal business hours.  This confused me because it is my understanding that with ThinkpadPlus Priority Support you have access to 24/7 technical support but this is apparently not the case.
On Wednesday, August 22nd I was able to reach French support for my Thinkpad t420s. I explained the hard drive failure and the PXE-E61 error. They said they would mail a new hard drive and recovery disks by Friday, August  25th. This also confused me because I thought my warranty service provided on-site next day technical support.   When Friday arrived the recovery DVDs showed but the Harddrive did not. I phoned Customer support twice that day to ensure that the delivery was scheduled and on-time. The assured me the drive would arrive before 7pm. It did not.
As it was now after 6pm on Friday I had to wait until Monday August 27th to phone Customer Support again. They claimed they did not know why the harddrive did not arrive and stated it was the fault of UPS. They ordered a new harddrive for dispatch and promised it would arrive two-days later, Wednesday August 29th. Unfortunately, this was the day after an important client meeting during which time I was forced to use a borrowed computer.
The harddrive did arrive on Wednesday, August 29th at 12.09pm (7 calendar days after the first call). Upon installation of the new drive and recovery DVDs I discovered that the DVDs Lenovo issued were for Windows 7 in French not English.  I immediately phoned Lenovo Support as I was scheduled to leave for Copenhagen for a work trip on Sept 2nd.  Customer service instructed me that they would be unable to send the correct DVDs by Friday, August 31st. (Unlike the last time when they were able to provide DVDs within two-days.)  Further, they instructed me they were unable to send the DVDs to my hotel in Copenhagen but suggested that once I was in Copenhagen I call Lenovo Support there for DVDs in English.  This was not an option and I again traveled without my Thinkpad T420s.
The correct DVDs arrived on Monday September 3rd at 11:46am.
Upon my return to Paris I picked up the DVDs and installed the new operating system in English. Shortly thereafter while attempting to connect to a business call via skype I discovered that neither the webcam nor microphones were working. As it was now Sept 14th and I was returning to the US on the 17th I elected to wait to phone Lenovo Support until I was back in the US. During this time I ensured I had downloaded all relevant updates both from Windows and Lenovo, that the hardware drivers were up to date, that the microphone and webcam were enabled in the bios and that there was no conflicts with my security software.
On September 19th I phoned Lenovo explained the problem I was having with the webcam and microphone and the PXE-E61 error.  They scheduled an on-site technician visit for Friday, September 19th.  The technician showed and replaced the microphone/webcam board. This did not resolve the problem. Lenovo only shipped a Webcam/Microphone board and not a replacement cable even though I told them I was receiving the PXE-E61 message.  The technician said they would have to schedule another service call for Monday. Because I was going to be in a different state on Monday they issued a new service call.
On Monday Sept 24th a technician arrived to replace the cable. Unfortunately Lenovo did not ship a replacement cable but instead shipped a replacement plastic bevel for the LCD screen. This was of no use so the technician phoned technical support to order the new part and after waiting for 30 minutes on hold he spoke and scheduled a new site visit for the following Tuesday, Sept 25th.
On Tuesday, Sept 25th the same technician arrived and replaced the webcam/microphone cable.  This did not resolve the problem. He said they would have to replace the motherboard.  Unfortunately I was flying to Paris the next day and would have to, once again, schedule an appointment when I arrived there.
On Monday, October 1st I phoned Lenovo Support in France to schedule an on-site visit for the replacement of my motherboard. They scheduled a technician to visit Wednesday, October 3. Saying that he would phone to establish a time between 9am and 6pm.
It is now 3:50pm on Wednesday October 3rd. The technician still has not phoned. I have phoned technical support twice, once at noon and again at 2:30. They have told me both times they will instruct the technician to phone me to establish a time for his visit.  He has not called.  When I phoned at 2:30 I asked why the technician hadn’t yet called. The support agent did not know and said she could not help me. All she could do was ask the technician to phone immediately. I informed her that this is the same thing I was told when I phoned at 12:11pm. She said it wasn’t their fault that the technician hadn’t yet called.  I asked to speak with her supervisor. She instructed me her supervisor does not accept calls and again reiterated that it was not their fault the technician has yet to call or phone.
I leave for a meeting in Singapore on Saturday and will yet again be without a fully functional laptop. I spent a fair bit of money for the three-years of Thinkpad Plus Priority Service. My first problem with this machine was  45 calendar days ago.
How long does it take for next-day on-site technical support to repair a Lenovo Thinkpad T420s?

Answer 1

If possible I would arrange for a good service center to go over it. Hopefully they have a variety of parts in stock. They can test and verify all is working. The previous attempts are based on guesses by the person at the other end of the phone without diagnostic tests to assess the culprit. It is extremely unlikely for a webcam to fail & for it & a Mic to fail together should be an indicator to a good technician it is something else. EG Motherboard
Take it to a servicing dealer and wait for it.
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