Problem with my T400

Question

Anyone has a suggestion where I should send my complain to (no more calls). Here is my story of purchasing a thinkpad T400.
11/30/2009
Because the online order system down, it took me over 10 hours with many tries to placed my order. This is understandable because the 20% off . Finally, my order was placed and I received an order number 3D3xxx.
12/14/2009
(1) I received the notebook and discover the battery is not chargeable.
(2) Call technical support. I was transfer to Warranty department because they have no information of my notebook? Should the warranty information automatically generated when I register on line?
(3) The warranty information was enter to the system. I was told it will take 2-3 day to send the data over to the technical support department. So an exception was made so I can get service right away. A case 23PHxxx was created.
12/15/2009
A UPS shipping box received. I sent the notebook to your eastern service center.
12/18/2009
(1) The notebook was sent back to me. There was no notification of the shipment so none was available to sign the package. It took me two hours to pick up the package at a UPS center which is far away and unknown area for me at night.
(2) I was notified that technician, Z. Young, replaced the system board and reloaded factory Installed software. But he cannot replace the battery because the battery is not under "warranty"? I do not know why the above "exception" can let him replace the system board, but not the battery. The worst thing is, a wrong version windows was reloaded, 32 bits instead of 64 bits. I already have a T60 runs on 32 bit xp. I need a 64 bit notebook to work on MS sharepoint 2010 which requires 64 bit OS. When I received the notebook on 12/14, it cames with 64 bit OS.
(3) I made a call to technical support, I was assign a new case number, 22QGxxx and was told to call next day because no warranty information.
11/19/2009
Call technical support, I was told to call again on Monday because none in the warranty department works in weekend.
11/21/2009
(1) Received a call from warranty department. After verify the customer, order, model and serial numbers. I was notified there was a data entry error so no warranty information for my notebook is avaliable. It should be correct.
(2) Received a call from technical support. A new case, 20TTxxx was created. I was told, a new battery, a windows 7 64 bit system recovery cd along with an used AC adapter will send to me. I need to return the bad battery.
11/22/2009
(1) Received AC adapter only.
(2) I called technical support and was transfer to customer services because technical support does not have shipping information.
(3) I was transfer again to back order department and notified that the battery was in back order. They do not have sn EDT for the battery and have no information of the windows recovery cd.
(4) Finally, I was transfer back to technical support and notified the windows cd should be send by a vendor and will take 2-3 days.
As of now, I still do not have a workable notebook yet. You can see the time I spent on the matter. I have to take risks of my job to made most these calls during work hours. It is incredible. I used to love thinkpad and its services. Next time when I need a notebook, I need to think thought after the experience I had this time.

Answer 1

Eg10013,
Can you send me a PM with your sales order number, and your service cases ?
This sounds like we made this a lot more difficult than it needed to be and I'd really like to look into this.
1) Sometimes batteries aren't properly recognized... we can try to reset them by removing battery and AC from the system, press and hold the power button several times for 5 secs or so each time.   Reinstall battery and AC and power up system - see if battery will now charge.  I've seen this once or twice - very low incidence rate, but worth spending 2 or 3 mins to rule out.  Easy fix, if this is the issue.
2) All systems ship with a base warranty - there should not have been a delay in providing you with support for at least the base terms - onsite upgrades can take a week or so to register and be recognized.   I think we should have offered to send you the battery and AC adapter rather than bringing the system into the repair depot.   Problem determination over the phone should have been able to determine if it were the adapter (check voltage at the tip - try to start system with no battery installed.  If starts up, the AC adpater is probably ok)   (Check battery to see if system will boot from battery only, no AC - if so battery probably ok).
I'm not sure why they decided to re-image the system - should have had nothing to do with the problem, especially on a brand new system.   Ordering recovery disks can take a couple of days.
On your battery order - if you call support and ask for the warranty claim number - should be a CWxxxxx number, you can call parts at 800-388-7080 and following the phone menu inquire about status on this claim number - they should have an ETA.    Phone option 3 on the first menu, then press 2 on the second menu, then stay on the line and a rep will answer.
I'm going to be out for the holiday, but will return to work on Monday, and will follow up with you to ensure this is resolved.
I apologize for your experience so far...
Best regards,
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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