This is a Lenovo X220 purchased direct from Lenovo nearly a year ago. I have been involved with it first hand, although it isn't my PC.
This laptop was purchased with the standard 1 year depot warranty. It is used lightly, no more than four hours a day, and rarely travels.
A couple of months ago the space bar started getting flakey. It got worse, so called Lenovo Think support. They sent a box next day with a prepaid UPS label, it was sent back to their repair facility in Memphis TN the next day.
They replaced the keyboard promptly and sent it back UPS next day. First class depot service, except that they didn't pack it carefully so the laptop was sitting against the edge of the box instead of within the padding.
The new keyboard works well, but in the next days we noticed bright areas in the lower right of the premium LCD display. Not sharp points like dead pixels, these are dull like background problems.
Called Think Support back, same shipping routine. The day a technician looked at it they call to say that this repair will cost $750.
Why? They put fault on the user for damaging the panel. Really? How is that determined? I don't know says the person calling, I am not a technician. Sound a bit like an auto dealer?
At any rate, for that price a new one could be purchased, so no thanks, just send it back.
This time it came back correctly seated within the padding, but the slip in it was completely blank except with a check mark indicating "We did not receive your approval for billable repair."
Service Call Number:
Technican:
My conclusion, which I realize could be wrong, is that the technician who replaced the keyboard damaged the premium panel by accidentally hiting or poking it. The trouble is, the technicians do not put their initials on the sheets returned to customers, and the third party handling these repairs for Lenovo is hiding in their bureaucracy instead of standing up to their mistakes.
This laptop was purchased with the standard 1 year depot warranty. It is used lightly, no more than four hours a day, and rarely travels.
A couple of months ago the space bar started getting flakey. It got worse, so called Lenovo Think support. They sent a box next day with a prepaid UPS label, it was sent back to their repair facility in Memphis TN the next day.
They replaced the keyboard promptly and sent it back UPS next day. First class depot service, except that they didn't pack it carefully so the laptop was sitting against the edge of the box instead of within the padding.
The new keyboard works well, but in the next days we noticed bright areas in the lower right of the premium LCD display. Not sharp points like dead pixels, these are dull like background problems.
Called Think Support back, same shipping routine. The day a technician looked at it they call to say that this repair will cost $750.
Why? They put fault on the user for damaging the panel. Really? How is that determined? I don't know says the person calling, I am not a technician. Sound a bit like an auto dealer?
At any rate, for that price a new one could be purchased, so no thanks, just send it back.
This time it came back correctly seated within the padding, but the slip in it was completely blank except with a check mark indicating "We did not receive your approval for billable repair."
Service Call Number:
Technican:
My conclusion, which I realize could be wrong, is that the technician who replaced the keyboard damaged the premium panel by accidentally hiting or poking it. The trouble is, the technicians do not put their initials on the sheets returned to customers, and the third party handling these repairs for Lenovo is hiding in their bureaucracy instead of standing up to their mistakes.
