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13 Posts

01-24-2013

United States

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Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 15:48 PM

After receiving no confirmation email or anything since my initial call with Lenovo support, I decided to call again to confirm that everything was in process for me to receive my replacement laptop. I've been on the line with customer service for the last 25 minutes, and besides letting me know that my replacement was being processed, they were also kind enough to let me know that contrary to what I was guaranteed by the last tech support rep, that I would NOT be receiving a replacement laptop with the updated Synaptics hardware in it, that I would be receiving the SAME MODEL WITH AN ELAN TOUCHPAD.

 

After trying to stress for 5 minutes that this was already admitted as a hardware issue by Lenovo and that it was absolutely 100% unacceptable for me to receive the same faulty hardware again, I finally gave up and just demanded a full refund on my order. What a terrible experience this has been!

 

I like to spend my $$$ on technology.. I just won't be giving any of that $$$ to Lenovo again at any point in the future :)

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6 Posts

01-10-2013

United States

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Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 16:19 PM

DEMAND a refund.   This is clearly a defective product.  They are aware of it.  You have rights as a consumer (I was way past my 21 days).  Also, the longer you wait, the harder it gets.

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4 Posts

01-18-2013

Indiana

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  • Message 773 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 18:27 PM

I am returning this product. I called them and they said that someone is going to call me. I couldn't understand much from that indian lady.

Do you know any other laptops with the similar features for a similar price? suggestions? Dell? Sony? Toshiba?

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9 Posts

01-18-2013

Ny

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  • Message 774 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 18:31 PM

Good News so far...

 

Here's my summary:

Purchased the Lenovo 954135U (16 gig) Model

January 9th, 2013

I was told by the representative in the chat that this model would come with Synaptics TouchPad.

 

I was frightened by this forum and had a feeling I was returning the laptop upon delivery.

 

Arrived today

January 29, 2013

Laptop Manufacturing Date : January 23, 2013!

Synaptics Touchpad and Drivers installed!

 

This is my second laptop.  Had an old Lenovo Thinkpad R60 before which I barely used.  The touchpad on this laptop does take some time to get use to but it seems fine for now. (I've only used it for less than an hour)

 

Any tests or anything of that sort that I can do in order to see if this laptop is not faulty?

 

The laptop is beautiful and I'm very happy with my purchase.  My laptop shipped from Lenovo on the 25th of January.  For those who are waiting or interested in purchasing I would speak to a representative and confirm that you will be getting a "newer" production model laptop.  I will try to keep this thread updated with my experience.

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7 Posts

01-28-2013

USA

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  • Message 775 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 18:54 PM

wrote:

All,

 

I wanted to share a bit on our progress on this issue..

 

After careful investigation, Lenovo has determined that a portion of Y500 systems with Elantech touchpads manufactured in November prior to 11/28/2012 could exhibit abnormal touchpad response characteristics. This is isolated to the Elantech touchpad assembly on these systems. Y500 systems manufactured after this date should not be affected.

 

Customers who experience these symptoms should contact Lenovo technical support for service to replace the touchpad assembly.  This should be done after ruling out other potential causes such as incorrect drivers or conflicts with other attached pointing devices. We are in process of checking / updating service part stock to ensure that repairs would be completed with the latest level parts.

 

Given the speed of the discussion here so far, I thought it was important to let you know what we've found and what we are doing as quickly as we could - as I'm communicating a bit ahead of  / in parallel with some of our actions, I would suggest that if you can delay contacting service until next week, we can have time to complete our internal communications and ensure a more consistent answer provided for resolution of these symptoms.

 

Thanks

 

Mark

 

--------------------

 

If Lenovo knows of this problem, why are they still shipping faulty hardware to customers?  I received my Y500 and within the first 30 minutes encountered this problem.  Shipped it back today.  Sure enough, the build date was 3 days before this cut-off...  Wouldn't it be sensible to not ship faulty hardware which is going to do nothing except make customers decide to take their business elsewhere?

 

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13 Posts

01-24-2013

United States

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  • Message 776 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 19:41 PM

wrote:

I am returning this product. I called them and they said that someone is going to call me. I couldn't understand much from that indian lady.

Do you know any other laptops with the similar features for a similar price? suggestions? Dell? Sony? Toshiba?


Try this: http://configure.us.dell.com/dellstore/config.aspx?oc=FNDNM46hq&c=us&l=en&s=dhs&cs=19&dgc=CJ&cid=47997&lid=4279734&acd=11287129-3224826-3-25341-nil-6-2-nil

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10 Posts

01-08-2013

Indianapolis

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  • Message 777 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 20:56 PM

Best lenovo support number to call to get a replacement or  refund? Thank you.

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13 Posts

01-24-2013

United States

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  • Message 778 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 21:31 PM

wrote:

Best lenovo support number to call to get a replacement or  refund? Thank you.


I was given 2 numbers by various support reps. Note these are US numbers and are both for post-sales support.

1-866-968-4465

1-866-428-4465

 

I would highly recommend asking for a refund up-front and not a replacement. I was specifically told by the first rep that I was receiving a replacement with a Synaptics touchpad. After calling back a few days later to check my status, I was told by another sales rep that I would be receiving a replacement with another ELAN touchpad and that they would not replace it with a Synaptics touchpad.

 

Understand the longer you wait to ask for a refund (assuming the issue is not remedied), the harder they will make the process for you. I personally wasn't willing to risk it when I'm receiving varried responses from the Lenovo support reps, but that's just me.

 

Good luck!

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67 Posts

01-16-2013

USA

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  • Message 779 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 21:56 PM

Why are they keeping it so hush hush?

why cant they just come out and say yep we messed up and we will do this for everyone that bought a y500 between these dates- I would have so so so much more respect for the company.

Instead they are dodging and ducking this like we are inconveniencing them. I mean heck we did buy their 'top of the line' machine for a reason...

On the 30th my computer will have been sitting in some warehouse 'waiting for parts' for a WEEK not a weekend or 3 days a whole WEEK! wth

ARE YOU LISTENING MARK??

the only way I will not return my computer is if they replace it with a new y500 (mfg in Jan) with a symtatics(sp) touch pad- other than that i will gladly take my business elsewhere and be sure to mention to all who ask how horrible and inconsistent this support has been

 

EDIT:  they are waiting for the top covers to come in for the repair- dont know when that will happen... but this includes the touchpad assembly- they are STILL not offering any compensation etc

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7 Posts

12-08-2012

Chicago

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  • Message 780 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-01-28, 22:55 PM

As of today, my Y500 has reached the Lenovo repair depot.  If it doesn't come back with a fully functional touchpad, I'm going to have to return this machine.  If Lenovo won't give me a full refund, I'll take up the issue with my credit card company after shipping back the notebook.  If only we could do an exchange for a Y580...

 

I may get an Asus if my Y500 can't be repaired.  The ownership experience can't be much worse, right?

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