In-Service Warranty Repair Denied: Would Really Appreciate Tips on How Best to Handle This -- INTERIM PROGRESS REPORT, Bottom of Thread

Question

Hi, everybody,
Four days ago  (4-21-08), I returned my IBM T60 for repair via the prepaid box.
While I was bummed that it stopped booting for no apparent reason and I'd have to do without it, I wasn't concerned, because as a newspaper and magazine reporter and editor, I've been using Thinkpads and IBM Service since the pre-Pentium days, without ever having a problem.
But today when I called to see if my unit was on its way back, I was informed it's on 'billable hold.' IBM claimed the damage was due to a spill and thus, not covered. I could get my laptop back right now, broken, pay $750 for them to repair it (I did not spill a drop of anything into or on it) or open a dispute.
And -- get this -- it would be [i]four to five business days[/i] before I hear back from IBM regarding the dispute's disposition.
I was told the reason for this long wait was because 'we have a big backlog of dispute cases' and 'our technicians have to take pictures and make a report documenting the spill' -- which did not occur on my end.
So who documents my side? Nobody interviewed me. The prepaid box did not even contain the forms IBM service always used to send for me to fill out describing the problem.
I asked to speak to a supervisor -- nobody available. And the message I left on a supervisor's answering machine was not returned.
Needless to say, I am very upset. I absolutely positively did not spill anything into or onto my laptop. If they said dog hair or dander, okay, I've got two large mutts. But no spillage. 
Plus, the T60 is among those thinkpad models promoted by Lenovo via videos on its own site & Youtube in which Thinkpads get smooshed by heavy equipment, run over by motorcycles, submerged in diving pools, etc.!
(I just downloaded the whole lot, in case I need them for Small Claims Court).
However, I hope it doesn't come to that, and would similarly prefer to avoid anti-Lenovo blog screeds and forum posts, if possible. After all, this is my first-ever negative experience with IBM products.
Has anybody gotten any satisfaction from Warranty Service using more congenial methods? And is there anything I can do right now, as I have publication deadlines to meet?
Apart from the boot failure, this laptop was in near-pristine condition when they received it and I need it back.
[i]Four to five more business days[/i], just to tell me whether or not they want to hear my side of the story, not even to do the repair? That's kind of insulting. Why did I pay for the Warranty?
This is definitely not the IBM experience I've known and loved for so many years, so if any of you have satisfactorily resolved your own in-warranty issues, please share your experiences.
Thank you in advance for insides you may have. 
All best,
Amy
Message Edited by brasscupcakes on 04-30-2008 06:08 PM
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Answer 1

Hey,
I did take the weekend off, and so my Monday has been catch up. That'll teach me! 
Can you send me a PM with your depot case number and I'll see where we are in the process and follow up with you.
Apologies that this has been a troubling experience.
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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