(another) Problem with Lenovo customer service / warranty

Hello all,

As an old Thinkpad user (almost 15 years), I wanted to share my sad experience with my X230.

For those who would like to go straight to the point, the keyboard, buttons and touchpad malfunctions are not covered by the warranty anymore. Maybe some of you already knew that, but I just discovered it painfully.

The on/off button suddenly stopped working after ten month of light use, so I called lenovo support since the computer is warrantied for 3 years on site.

They initially agreed to change the keyboard, and told me that they would call back to schedule an appointment to fix it.

But they didn't call back, so I called again and was told that the level 2 support team stated it was not covered by the warranty, since it was considered as a consequence of wear. Therefore I should pay to repair it.

I was shocked, and clearly expressed that such answer was not acceptable. So I called my Lenovo resseller, who confirmed that the keyboard, buttons and touchpad malfunctions were not covered by the warranty anymore.

I won't detail the numerous calls to Lenovo in order to find a solution (they even asked to send a picture of the button), their callback promises never kept, but one thing is clear, this will be my last Thinkpad.

Indeed, since it was bought by Lenovo, the Thinkpad brand slowly but surely loses its particularities (and interest).

On the software side, the Thinkvantage suite has been more or less updated, but didn't really evolve and is not as reliable as it was, even though theses features played an important role in the "Thinkpad difference".

On the hardware side, even these professionnal oriented computers have become less upgradable / repairable, tough, while the qualiy of the workmanship was diminishing, sacrificed for the sake of design (as the amount of issues with the recent Thinkpad models shows).

The customer support follows the same trend, and my overall experience illustrates it once again. And all that with prices that are far from low in Europe.

In other words, Lenovo is removing the Thinkpad's qualities, while exploiting the brand's reputation, that is not justified anymore. And I know lots of people, including long time Thinkpad fans share this opinion. More than upset, I am just sad about it.

Of course there are problems with all manufacturers, however, I think that anyone that is looking for a new computer should take that into account while deciding to take a Thinkpad, or not...

 

Is that Lenovo's policy only on the newer ThinkPad models or does that apply to older models too? I've ordered multiple FRU keyboards for in warranty ThinkPads a few years ago.

 

That's crap and sux. So you're saying if a few random keys (say volume key) on my keyboard stopped working after 3 months it's not covered under warranty?

Yeah, that ain't happening! LOL. They would never hear the end of it from me.

 

I don't know, since I still haven't found such exclusion in the warranty contract. But I guess "IBM only" models are not concerned !

 

Exactly : buttons, keyboard or touchpad / clickpad problems are not covered...

So I wonder what might be still covered in the future following this trend. Now it's about external parts, but why wouldn't it apply to internal parts then ?

After all, if anything fails, it's your fault because you wear the computer by using it !

Joke aside, such abusive restriction must and will be considered adequately.

 

I had Touchpad and Keyboard (X220) and Keyboard and Speakers (T430) in the last 12 months replaced without any trouble at all.

And the X220 also received a new display and a new CPU fan. There was never any debate about replacement and warranty coverage.

 

That is weird. I have a Thinkpad W510. I have a 3 year warranty. They have replaced the keyboard twice with no problems. The 1st time the "3" key was overly sensitive. Anytime you hit any key near it you would get a 3 too. The 2nd time the "Y" key quit working. Both times I called up and they sent me a keyboard. In fact they overnighted and I had it the next morning. Maybe you should call again and maybe you will get someone else more sympathetic? By the way both the 1st was replaced 2 years ago the last within the last year. Hopefully someone will replace your keyboard when you call again.

 

i would think the keyboard is covered under warranty.

 

I have two questions, and that's NOT because I doubt your story...

a) Where exactly are you located?

b) Have you posted on Lenovo Forum about this most unpleasant experience?

 

sometimes it's just not worth aggravation. I think you can find new ones for $25 at some sites and it takes 3 min to replace. But it's definitely covered under warranty

 

It's not about money, but the principle of the matter. What's the point of a warranty/extended warranty if they don't cover what they are supposed to cover? What if next time he his motherboard take a dump and Lenovo refuses to service it then?

 

a) I am in France.

b) I haven't posted it there yet, since I have no account there and have seen delicate topics like mine buried in the past. But it´s a good idea !

 

Please create an account, post your story over there and PM me here on NBR with a link to it once you've done so.

I'm NOT promising you anything, but this needs to be brought up to people who might be able to do something about it, and posting it over there is the only way to go about it.

Good luck.

 

Thank you anyway, here is the link :

Unacceptable warranty policy for buttons (and keyb... - Lenovo Community

 

I've asked my retailer (in Germany) out of curiosity, and they confirmed that keyboard and touchpad are in included in next business day onsite warranty. As far as I understand Lenovo warranty is EU wide (I used it in UK and Germany), so I would assume that it would be the same in France (unless there are some exceptions, of course).

A strategy would be to book a holiday in Germany or UK and have the keyboard replaced there .