Keyboard Flex discussion - T400 / T500 / W500 ThinkPad customers

[drskhan]

Hey Mantice,

Thanks.

Is this the specific information to PM to Tim?

1) Full Name, shipping address, and telephone number

2) ThinkPad MTM and serial number

Can it be shipped anywhere in the world or only for USA?

Regards

Khan 

[hzele]

Thanks for diverting your attention to this issue, Mark. I am glad to see our experiences will finally be acknowledged.

1. ThinkPad W500 (4061-A68)
2. Worked with dozens of X20 R40 
3. My current experience with the keyboard compared to any Lenovo laptop I've used before is significantly worse. The keyboard feels extremely "cheap", very noisy, very "clicky", but worst of all, very noticeable flex on the left side of the keyboard. The keyboard literally sinks in on that side, and that is just ridiculous. Nothing seems to support the keyboard on that side, and it shows. None of the previous Lenovo ThinkPads I've been using before ever showed any of the above symptoms.
4. I am currently in the process of getting a DOA on this machine. I don't have the will or time to start looking into replacing keyboards or whatnot, and I do not think that a brand new ThinkPad needs to be getting this sort of attention.

Thanks again for looking into this.

[mantice]

Hello Hzele:

You're correct that the very left side (tiny bit of very right) sinks.  If you open up the keyboard and look at its magnesium (I guess) structure you'll see that there's no protruding support at the very left.  (right side the bay have thinner metal and its uneven)

Changing to newer keyboard will solve most if not all of sound, wobble, and 80% of the flex problem but flexes at left side will not be solve by any keyboard - no metal support from heatsink (CPU) fan to left speaker - until there's a structure change.

I don't think lenovo want to deal with anything that cannot be solved by money and require structure change or re-programming - look into the thread of "displayport no audio", thread relate to V5700 graphic card driver/id problem, and minor dull screen/structure related problem then you'll see that most people never get satisfied.

Message Edited by mantice on 03-08-2009 10:29 AM

[northwood]

New keyboard is unbelievably better than the old one. This is what I call legendary ThinkPad keyboard!!!

@drskhan: they should be able to ship it wherever you are located (probably slower but still...)

[drskhan]

Thanks NorthWood.

But who will confirm me? I left my message & requested information at the forum. But still no response?

What is the standard procedure to apply for replacement? Do i need to contact Lenovo USA tech support?

Regards

Dr. Khan 

[Mark_Lenovo Former Administrator]

drskhan,

Please send me a private message with your system type and serial number and your shipping information - name, address, and phone.

I've received your previous PM, and understand your question, but may have misplaced this needed information if you included.  The PM's I have from you still on file don't include.

Apologies.

Mark

[Tim_Lenovo]

Hi folks,

Starting back in October 2008, we began hearing that some customers were unhappy with the new weight-reduced keyboard design that was implemented with the T400/500 series. After some internal research and examining customer systems, we determined that there were some differences perceptable in the feel of the keyboards and began working to improve this to ensure we continued to provide the solid keyboard feel ThinkPads are known for.  While we worked on a strategic solution,  we began taking requests from customers with the weight reduced keyboard to receive a T61-style keyboard at no charge and set about fulfilling those keyboards. The response has been very strong and overall very positive. I wanted to thank all of our customers who helped us research this issue and those who have participated to date in the exchange process here.

At the beginning of March, a manufacturing change was implemented to reduce the amount of flex in these systems. Those who have placed orders from today onward should receive a system with these manufacturing changes. Given the permanent solution enacted at the factory, keyboard types will no longer have any significance as far as this issue is concerned. Accordingly, we will be sunsetting this exchange process on March 31st. After that point, we will no longer be able to offer keyboard exchanges through the forum.

Finally, please note that Mark_Lenovo will be handling keyboard requests after today, Monday March 9th. Please continue to send Mark_Lenovo a Private Message per the previous instructions. I will no longer be responding to messages around this topic.

Thank you all for your participation, understanding, and loyalty. And enjoy your keyboards

Message Edited by Tim_Lenovo on 03-09-2009 06:26 PM

(edited to highlight the point about PMing mark)

Message Edited by erik on 03-11-2009 11:36 AM

[migle]

Hi Tim,

Thanks for the answer which satisfied so many people, and thanks for the new answer which probably solves the problem.

However, some people (my case :-) but not just mine), have the solid plated keyboard and still have problems.

I received the solid keyboard the first day and have rattling noise on the borders of the keyboard which disturbs typing,

and also the palm rest does not sit 100%.

Apparently, the problem is keyboard sitting, so I didn't ask for a keyboard replacement.

Gathering info on this thread, it is possible to see that at least 4 other users report the same.

However, because it hasn't been possible to create a new thread on this, these complaints have been lost in the middle of this huge thread, and things have gotten mixed up.

Also, calling support on this issue, I think it's very difficult..... one user which received two W500, one with good sitting and another with bad, actually returned one, because it was in the first few days. On any other case, it's probably useless.

I speculate that this is part of the keyboard flex problem too, maybe the new keyboard would be right if it was properly seated.

Is there any info on this?

Might something have been wrongly assembled?

Might there be some fix?

Thanks,

Miguel

[betadogg]

Hi migle,

I suppose the noise mainly (at least 70% on my T500) comes from unsteady support for the keyboard, i.e. keyboard sitting as you mentioned.

The noise at the left area is significantly bothering.

So I put a plastic card (same dimension with credit card) under the left area of keyboard. It became steadier and the noise issue gets improved.

But, compares to SL400-7HC keyboard of my colleague, still a disappoint.

PS: Good to hear that a manufacturing change was implemented to reduce the amount of flex. Thanks for Tim and Mark, all fellows in this thread (I'll thank god once I got the replacement).

[mantice]

Migle:  As for palm rest you may try this:  unscrew all 5 screws that needs to replace keyboad, beginning from tigening the very middle one:

Press on the middle of the keyboad (where the middle screw located) and push hard while holding the edge (screen must open), and screw it tight.  Repeat for first left, first right, then edge left, edge right - press down hard for any of them from the keyboard side.

It may sold the palm rest problem.  As for keyboard side rattle (especially far left) - hopeless, or you may add a credit card like betadogg said.  I exam the structure and no suppor for very left (towards upper part) of keyboard from its metal frame

You can confirm this without operation by pressing the cover for left speaker - does not sit well.

Message Edited by mantice on 03-09-2009 07:01 PM