X1 screen/lid warped upon delivery [ Edited ]

[asf10]

Hello,

Two days ago I took delivery of a new X1 and generally I am very pleased with it.  However, i was very disappointed to see that when the lid is closed, there is a considerable (5mm) gap between the lid and the palm rest.  This gap is not even (it's larger mid-way along the lid) and it also appears that the corners of the lid bow upwards when the lid is closed.  

I know this is not how these computers should arrive, as I have seen examples on display in shops where the lid is perfectly straight and sits flush with the palm rest when closed.

Would there be a case for resturning this essentially faulty product in exchange for a replacement?

I have uploaded an image to illustrate the problem more clearly.

Link to image

Moderator note:  image larger than 50k converted to link per forum rules: Lenovo Community Participation Rules

[facelessghost]

I'd like to know if anyone else has had this problem, or if the original poster resolved this issue. I recently received a T430 with the same problem. I assume the screen is supposed to lie flat because I've compared mine to other ThinkPads that my classmates have (510/520 and 410/420s) and none have the same problem.

Other than the lid I'm perfectly happy with my computer. But the lid is a very big deal to me. The main reason I chose a ThinkPad over another system is the reputation ThinkPads have for rock-solid build quality. If I can't have a flat lid, I'd honestly rather not have this computer (yes, I know that makes me sound picky).

[sarbin]

i've seen a similar gap in the middle area on several of the newer machines i support (t400, t420, r400), but i wouldn't say it's 5mm... more like 2, or maybe 3 tops.

anyway, what i've read is that the upward "bow" in the middle is by design. it's the rollcage system of the lid. the idea being that if something is set upon the lid, it's already got some downward give to "give" and to support whatever is on top of the lid, rather than smashing down on the keyboard.

[Ken]

These gaps are not part of the design. They can be and should be fixed. 5mm is too much. Call in for repair.

[Mark_Lenovo Administrator]

sarbin,

I know what you mean, we did have a crown on the some of the older models for the very reason that you note.

Here in this video Matt Kohut talked about these design elements back on models (I think) in the T61 days...

http://www.youtube.com/watch?v=7GuHhwJHHSw

facelessghost,

I'm not sure if your situation is like the pics on the X1 that the original poster shared back in April, which Ken is noting are not as expected...    Do you have any pics that you could share?  We'd like to look into this.

Thanks!

Mark

[asf10]

Hello to all of those who have responded to my post!

After posting, I decided initially to contact the warranty support people, who offered me the option of either a repair or a replacement and I decided that I wanted a replacement.  I was told that if I wanted a replacement, it would take over two weeks as they would have to assess the machine and then re-order a new one of the same specification.  As an alternative, they suggested I contact the people who sold me the machine - I told them it was Lenovo, but as it happens, they actually contract out their sales to Digital River.  Digital River would only refund the unit, then make a new order that I would then have to pay for (at the full price, as I got mine in the sale) , after which they would then refund me the difference in price.  I rejected this option and went back direct to Lenovo.

Lenovo's handling of the issue wasn't great.

They were prompt in sending someone out to collect the machine, but they then spent days "inspecting it", which I felt was very wrong given that they should have instantly accepted my wish to reject the machine.  However, I was particularly annoyed when I was telephoned by an agent who said that Lenovo engineers couldn't find anything wrong with the unit.  They even suggested I send them a diagram pointing out exactly what I felt was wrong with it; as you can see from the photo, it was obvious from about 10m away.

Eventually, they decided to accept my (entirely correct) view that the machine was not up to scratch.  After about a week, I received an e-mail from Germany asking me to detail the specification of my computer so that they could order a replacement.  I was annoyed again that first it had taken so long to get to the ordering stage and second, they had no idea what my machine was.  After they confirmed the order had been placed, I had to wait a further two weeks until I received my replacement.  

All in all, the ordeal took about a month.  My replacement however has a completely flat lid, suggesting that I was entirely right to reject my original machine.

Soon after, the letter "G" on my keyboard started to fail.  In this instance, warranty ordered me a replacement and it arrived in 24 hours, which I was very impressed with.

Overall, I am happy with the machine, but if Lenovo wants to have any hope with consumers rather than business users, they need to:

(1) Seriously get a grip on quality control as it is massively letting down otherwise very well designed and engineered products

(2) Have a massive overhaul of their returns policy and the experience of consumers.  It was a desperately fragmented and disorganised experience and I had little faith by the end of it that I would ever get the computer that I had paid for.

I hope this helps.

[facelessghost]

Mark_Lenovo:

It looke like the problem with my T430 was the exact same as the original poster's problem with his X1. I've tried to attach a photo, but it's not very heplful. I didn't havea good camera available, and the problem isn't as obvoius in the picture as it is in the picture of the X1. That may be because the T430 has a much thicker lid. But the middle of the screen was 3-5 mm off the deck. The gap was enough that when I pointed it out to a couple of classmates (to whose T510 and T420) I wanted to compare mine, they immediately notice that the lid was warped.

I've since sent my notebook back to Lenovo, but asf10's follow-up comment has me worried that this may not be over yet.

Maybe I'm being picky, but I planned to have the computer for years, and one of the primary reasons I bought a ThinkPad was their almost universal reputation for build quality (the other reason was the keyboard). I still want the ThinkPad, but I'm afraid to order another T or X series notebook becuase now I'm afraid I'll just have to deal wiht the same problem.

For what it's worth, I've been looking at pictures of ThinkPads on various review sites. This seems to be an issue (although perhaps to a lesser degree) on T430s. X230 lids seem to lie perfectly flat. Same with the T530 and W530, although I've seen only one of each.

[Mark_Lenovo Administrator]

facelessghost,

Thanks!.  Interesting...  the photo looks like the bow is visible from the side, whereas the OP's were from the front so we are looking at two different situations most likely.  

You note that you have returned the system to lenovo?  Did it go in to service, or did you return for exchange or refund?

Any details you can send to me via PM (private message) are appreciated!   I would like to see if we can track it down to learn more...

Mark