Don't have to send back after CRU?

I called up Lenovo and was pretty satisfied with how they handled my warranty claim. My touchpad died and I said my keyboard was getting keys stuck sometimes on my Lenovo T500. They sent over a keyboard and touchpad quickly.

While I'm happy with the keyboard, my touchpad unfortunately still does not work, so I assume it's the connection on the motherboard that's faulty, so I will send the laptop back soon enough (ugh).

To my surprise though, I asked when I had to send back the defective parts and they said I didn't have to, which pleased me.

Is this right though?

 

That's correct. I had a problem when I originally bought my T61 a few years ago with a sticky key, they sent me a new keyboard the next day and I did not need to send back the defective one.

 

It feel nice for a company to not treat you as a thief, doesn't it.

 

yes, palmrest, keyboard and power adapter are not returnable parts, since the cost of repackaging, restocking and redelivery by courier probably cost more than the part itself (my guess anyway).

 

I did have to send back my palmrest after replacement.

 

Heck, Lenovo even sent me the fan assembly next day no charge when it failed on my T61 because I told them I could not part with the computer for a week.

It's not even a CRU which was surprising that they would send that to me.

The IBM/Lenovo support is one of many reasons why I will only buy Thinkpads.

 

I'm really liking what I'm hearing about Lenovo's support. It makes me glad I got a thinkpad. And I have to say, my T410 has been running great since I got it.

 

I just did a keyboard replacement for my T400, and they did provide a prepaid shipping label to return the old keyboard. Though I believe it was for recycling rather than to make sure I returned the old part.

Support was great. They shipped me out a new keyboard via next day UPS. I've had previous good experiences with their support as well. One of the reasons I keep buying Thinkpads.