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3 Posts

01-16-2013

Utah

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Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-04, 5:33 AM
I started a replacement process almost three weeks ago. It took a 45 minute call to work everything out. The guy I spoke to did a remote test to make sure that everything was set up, but I had page 42 pulled up with Mark's comment, so that sped up the process quite a bit I think.

I told them that I just wanted a brand new one with hopes that I will get one with the Synaptics touchpad. Because I'm a student I made it very clear that I can't be out of a laptop, (I shouldn't be since this is a known issue...) and to just ship me a new one.

Well, it took a while for them to process that, then about another week for them to actually ship it. So... it should come tomorrow. I'll let ya'll know how it goes. Cross my fingers Lenovo actually cares this time...
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16 Posts

01-10-2013

Tel aviv

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Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-04, 8:39 AM

@Mark

 

I wanted to know what can I do if I am now abroad with my laptop (I am not in the US this school year)

 

I got this laptop and i left a week after. so can you let me know what my options are? (please do not say wait with the problem until you get back to the US, 6 month with this issue can be bad)

 

I want to send it in for a new Unit (with the working Keyboard and Touch-pad) but i am abroad.

can Lenovo Ship a new laptop to the service center here and i can give them the bad one instead? (can Lenovo help out for an issue cause 100% by them?)

 


Thanks and please respond asap (and not in 2 weeks!)

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2 Posts

12-31-2012

India

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  • Message 863 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-04, 9:04 AM

can anyone please post a link to the windows 7 drivers for y500?

 

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7 Posts

01-28-2013

USA

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  • Message 864 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-04, 16:46 PM

Well, I at least had a good time filling out Lenovo's "feedback for your Lenovo purchase experience."

 

Although I doubt anyone reads them.

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67 Posts

01-16-2013

USA

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Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-04, 22:39 PM
got off the phone with support again- said the parts are in and the fixes will begin in TX!

lets see what happens next...
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9 Posts

01-30-2013

NJ USA

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Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-05, 0:25 AM
I just called support and talked to some guy who could barely speak english much less understand it. Had to tell him 3 times that I didn't want a refund that I just wanted to exchange for a laptop that was supposed to work the way it should. That was after multiple tech people who still blatantly deny that anyone else has ever called about this problem. What a joke this company is. I wish I could afford a MacBook Pro, because their products are far superior and their support is fantastic.

So after 2 customer service people both from god knows where I managed to get them to send me out a replacement. If they send me another laptop with a ELAN touch pad I am going to lose it.

Now sit and wait.
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47 Posts

12-26-2012

Netherlands

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  • Message 867 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-05, 6:07 AM

Friday I become a replace notebook from my seller unfortunately it has the same build date.

He told me that not every notebook have this issue and when I start this notebook it seems solid.

But after a few hours this touchpad become unstable as well.

When I look at the Lenovo store they say that the Y500 will come after 15.03.2013.

Does this mean that all sold Y500 have this touchpad issue?

And what about the repaired ones do they work well after repair?

 

 

 

 

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3 Posts

01-16-2013

Utah

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  • Message 868 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-05, 6:13 AM
Alright all, I have the original and the replacement sitting side by side right now. For the new one...

The good: the touchpad is currently working! (knock on wood)
The bad: it's still an Elan touchpad!

The new one actually looks like it has the driver reverted back to 11.4.5.1_WHQL. The messed up touchpad is using 11.4.7.1...

The old touchpad feels a little more delicate than the new one. Not sure why that would be since they both shipped out of China on November 26th.

I'll give it a little bit of time to see if I have any problems with it.

For those of you that are wanting to call about a replacement and want to just skip the whole Support Troubleshooting, I'd recommend you call straight to the "Post Sales Team". Their number is 1.866.428.4465. Have your computer handy, the order number, and your box ready so you can give all the information they might need.

They emailed me a shipping label for the old one, so I'm just going to send that in here pretty quick and hopefully be on my way... Message me if you have any questions.
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4 Posts

01-17-2013

Sweden

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  • Message 869 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-05, 6:35 AM

Final update:

 

Once again, the cursor went about in its accursed ways... (even after switching grounding point... sorry, n1smo)

 

...so I decided to return the computer. I first gave Lenovo (sweden) a shot at replacing it, but they did not want to send me another before returning my defective product. They informed me that the waiting time would be approximately two weeks before they could perform service on my computer. I did not accept this offer. I did not rant or shout at them, which might have made I difference? I'm not that kind of guy...

 

Instead I called the webshop where I had purchased the computer and asked them how they could help me. I asked if they knew about the issue, which they of course did. The dude was very friendly and said that they could accept the computer and send me a replacement as soon as they had recieved it. I asked if I could switch to a different brand and/or model and his response was to ask for my account number so that they could refund me upon arrival of the Y500. 

 

I found the ASUS n56vz at their site for the exact same price, so I decided to let them send me that one instead. Talked to the support again yesterday when they recieved the Y500 and they confirmed that the switch would take place :)

 

WIN!

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18 Posts

01-31-2013

United States

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  • Message 870 of 1132

Re: Lenovo Ideapad Y500 Touchpad Not Working

2013-02-05, 15:24 PM

You would really think at this point Lenovo would be trying to retain these customers with a problem (Especially since so many people are turning away from the brand as you can see in this thread).  The Y500 will be my first Lenovo product.  After reading all this I will not send it in for repair because I am not willing to fork over $1000 and wait week upon week for them to get their act together as I ship computers back and forth.  The fact that they are unwilling to adapt their exchange/repair policy to keep customers happy and loyal to the brand shows how little they care about their customer satisfaction. It is really dissapointing.

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