my experience with Toughbook (CF-72) repair

Archived from groups: comp.sys.laptops (More info?)

I have a couple of old (CF-71) Toughbooks which have served me well.
One is now just parts but I still use the other as a desktop system
(because I'm too cheap to buy a new battery for it).

When I ordered a new laptop for work, I decided to get a CF-72. I
hate having to baby a laptop and the CF-72 seemed like a good
upgrade from my CF-71. Besides burning through the battery, it has
worked well...until recently.

I first noticed that the batteries were sometimes not at full charge
even though I almost always use the laptop on AC power. Later I saw
that the charge light was not always on. Sometimes, overnight, the
laptop would halt because it would run out of power. It got to the
point where charging would often not occur until I pushed the plug
in a few times. Finally it got so bad that it wouldn't charge no
matter what I did.

At the same time, I noticed that lifting the front of the laptop (as
I sometimes do in order to move it forward/backward on the desk)
would cause the screen to flop back. The hinge was shot.

So...I decided to try getting the machine repaired. I dreaded this.
I usually use equipment until it breaks and then discard it rather
than dealing with repair hassles. I need this though.

My first step was to try to locate purchase information through
work. I was sure I would have to provide a paper trail in order to
get anything done. I still don't have this information.

Fortunately I just looked for "Toughbook service" in Google.
http://www.panasonic.com/computer/ [...] ervice.asp
I called 1-800-LAPTOP5. After giving my name, I described the
problem to a knowledgeable rep. I also read the laptop's serial
number and found that it's covered until 2006! All I had to do was
supply a mailing address for an empty box. (I also talked with the
rep. about the touchscreen and he gave me some information to help
me track down Linux support. Impressive.)

DHL delivered an empty box with film-covered shock-absorbing
inserts the next day. I completed the inventory sheet and placed
the computer in the box. As I was doing this, I realized that I
really didn't want to send my hard drive so I called and was again
pleasantly surprised by not being hassled about it.

With the box ready to go, I called 1-800-CALL-DHL to locate a drop-
off point. I decided to take it to OfficeMax (instead of a drop
box) so that I could be sure everything was o.k. I took it there
on Tuesday July 13.

I tracked the shipment and saw it delivered the next morning. I
called that afternoon and was told that it was received but it had
not yet been diagnosed. I was instructed to call again on Friday.
I called Friday morning and was told to try again at 4:30pm to get
a tracking number. (I did *not* feel like I was getting "the run-
around". The reps were great.) I neglected to call again on
Friday.

This morning, Monday, July 19, DHL delivered my Toughbook. The
packing slip (from "Heartland" ) simply says "Repaired the main
board. Replaced the hinges." Indeed! The power connection seems
fine and it appears that the whole clamshell is new. The touchpad
buttons aren't worn and the palm rest is "grippy" again. The
hinge works perfectly.

I did not expect to deal with such knowledgeable, professional
people. I did expect to be hassled about not having a receipt,
running Linux, and not shipping my hard drive. I did not expect
to simply have the computer fixed so quickly.

I'm amazed.

--kyler