01-29-2019 10:07 PM
The original problem: Keys producing the wrong characters ('e' would make the screen brightness increase, 'o' would put laptop in airplane mode, etc). Confirmed to be hardware problem by booting with a Linux USB and had the same issues.
Laptop arrived at depot: January 2nd, 2019
Returned: January 28, 2019 (26 days)
Problem: I no longer have the same computer I ordered back in Sept. 2018. It was a T580 with the Nvidia GeForce MX150 graphics. Now the laptop identifies itself as a P52s with only Intel 620 graphics. I've been downgraded. The keyboard at least works now.
I was also told I would have my warranty extended at least a month for the inconvenience of the long repair time. That didn't happen.
I had to escalate my repair inquiries as it was taking so long when I was told it would be about a week.
Now after calling customer service, I was told to call Depot Repair. Upon insisting this needs to be escalated to management, I was given another 800 number to call. So the buck gets passed along.
I don't want to wait another month for another repair. This is inexcusable. If the repair had really only taken a week, then I might be forgiving of this, but a whole month??!? What does it take to get customer satisfaction? Does Lenovo even care?
Solved! Go to Solution.
01-29-2019 10:56 PM
The P52s always has an nVIDIA GPU. You my have the wrong driver. In general. the T580 with discrete graphics is almost identical to the P52s and I think the P52s has a slightly more powerful GPU. The 2 models' motherboards are otherwise identical. It is certainly possible they put in the wrong motherboard or the tech could have entered the model number incorrectly. I would call support and see what they say. I would also run Belarc advisor (freeware) and see what it thinks you have.
01-29-2019 11:37 PM
Nvidia drivers would not even install. That's why I investigated further only to discover the only graphics available on the machine is the Intel 620. I noticed the difference in display quality right away as well. See attached verfication.
01-30-2019 08:21 AM
Something is CLEARLY wrong. The form that came back with the repaired machine would have had a number to call if there was a problem with the repair. CALL THE NUMBER
01-31-2019 02:05 AM
Update 1-30-19: Called 800-426-7416x3 and spoke with Larry. Described the situation to him and requested either a replacement laptop of the same order or onsite repair service. Larry said that he would forward my request to Lenove HQ and I would be contact by them within 72 hours. More waiting.
I don't want to wait anymore, no customer deserves to be waiting and waiting like this and then get back a downgraded laptop.
We shall see if I get a call or not.
I will be posting updates on this thread.
01-31-2019 11:32 AM
Could you please post your new case number please? This is certainly a strange situation with the system type being different to original and a graphics chip which should be there by default not being there; I'd like to try and find out exactly what has happened here.
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