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26 Posts

01-28-2011

UK

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Re: thinkpad edge 15 keyboard problem

2011-08-09, 12:14 PM

I had a message back at the end of June from Jamez but as this PM system doesnt send you an email I have just seen it now.

This is what Jamez suggested

The latest update from engineering is that to send the laptop back to service to get a plannar replacement as this could be an plannar issue than the keyboard.

So they are just not sure what this is and from some of the posts since the end of June this just in unaccceptable but Lenovo do not seem to be offering replacement machines or full refunds which I think are the only 2 options they have.

Under the UK sale of Goods acts consumers can expect good to function for the purpose for which they are intended and Lenovo clearly have a recognised prolem which they are simply not addressing.

I do not want my machine to go back for a second time at my own expense for Lenovo to experiment on it in the hope that this will resolve the problem.

I am going to speak with Support later today and I hope that either a full refund will be forthcoming or a different machine of the same spec as I have will be offered (not a thinkpad edge 15 I have to say.

I will keep a very close eye on this forum and I think Trading standards and the OFT could be interested if Lenovo dont resolve this issue.

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26 Posts

01-28-2011

UK

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Re: thinkpad edge 15 keyboard problem

2011-08-09, 15:03 PM

Ok I have just called the UK Lenovo support team ( 01475 555055) and spoken with a very nice lady called Ada. 

 

Ran through the problem with her and she actaully asked me how I wanted this to be resolved to which I replied - either a brand new machine of the same spec but not a think pad edge 15 or a refund to which she replied that their terms and conditions dont allow for a full refund.  When I very politely told her that the UK sale of goods act overrides any terms and conditions that Lenovo might have she then asked me to write in to her and she will see what she can do!!

 

watch this space as I will update this regiularly.

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31 Posts

06-07-2011

Santa Barbara, CA

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Re: thinkpad edge 15 keyboard problem

2011-08-09, 15:54 PM

I am very interested in finding out how this is resolved.

 

I contacted Lenovo tech support a few days after receiving my Edge 15 which had multiple problems. Their "solution" which is send machine back for repair and wait 3 to 4 weeks - or accept only a parial refund - is not acceptable.

 

 

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9380 Posts

11-27-2007

Slovakia

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Re: thinkpad edge 15 keyboard problem

2011-08-09, 16:35 PM

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2 Posts

08-20-2011

Upstate NY

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Re: thinkpad edge 15 keyboard problem

2011-08-20, 3:06 AM

I must say, I'm both happy and sad at the same time to have found this thread.  I'm happy to find that it's a common problem, but I'm very sad that there have been NO SOLUTIONS suggested yet.

 

My Edge 15 has been doing the EXACT same problem ("c" "e" "d" keys) for about 3 months, and I found today that my warranty expired on July 27th, of course!  Still, I too will be calling tech support, but I'm an extremely busy doctor and really need my machine every day to run my practice, payroll and finances...

 

I just dont know what to do now......

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1 Posts

08-22-2011

New Zealand

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Re: thinkpad edge 15 keyboard problem

2011-08-22, 0:08 AM

I was interesting in buying an Edge E520, but seeing this thread is making me doubtful.

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1 Posts

08-26-2011

Asheville

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Re: thinkpad edge 15 keyboard problem

2011-08-26, 16:34 PM

I am having the same problem with my Lenovo Edge Has there been a resolution to this problem. It is killing my productivity. The only way my keyboard will work correctly is with an external keyboard, but that isn't always practical when I am on the road.

 

DM

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26 Posts

01-28-2011

UK

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Re: thinkpad edge 15 keyboard problem

2011-08-30, 12:16 PM

Well I am on holiday at the moment and before I came away 11 days ago I spoke with someone on the phone and stated that I wanted a full refund.

 

I then received a call about 4 days later from someone else asking if I knew what the status was of the current issue!  So no one talking to each other in Lenovo then it appears.

 

I stated again that I was expecting a full refund and this person said that someone else would call me.

 

After another few days I received a call back from the original person who confirmed that someone should be calling me to make the arrangements for a full refund to be appropriated but I am still waiting for a call back!

 

I am very disappointed that Lenovo cant seem to organise this very simple issue after almost two weeks.

 

I am returning next week and will expect Lenovo to have resolved this matter very quickly when I am back.

 

I have my laptop with me but it is currently unusable due to the keyboard problem so this is being sent from an internet cafe.

 

Although very disappointed at this extrmemely poor service it does look as if the end is in sight and I shall update this message board when I have any news to report - that is of course if this post isn't removed before anyone has a chance to read it!!!!!

 

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1 Posts

08-30-2011

Sweden

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Re: thinkpad edge 15 keyboard problem

2011-08-30, 16:46 PM

Hi all,

 

I've also got exactly the same problem. My private laptop was bought in Sweden in last August, and for the last 6 months! my keyboard has been malfunctioning.

 

When I have the time (I'm very busy at work) I will give the Lenovo customer centre a call, I will refer to this thread and ask for a full refund. I will of course post the result here.

 

This is indeed VERY bad PR for Lenovo. The company I work for is always buying Lenovos - we are about 450 consultants - and I will definitely have a chat with the head of IT regarding this issue.

 

Peder

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3 Posts

08-30-2011

Chicago, IL

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  • Message 50 of 170

Re: thinkpad edge 15 keyboard problem

2011-08-30, 21:40 PM

With an external keyboard plugged in, I can get the laptop keyboard to function properly in the BIOS setup.  Past that, nothing.

 

So I know it can't be a connection problem or it wouldn't work AT ALL, right?

 

Just did a system restore.  Going to try to run all the update from the Lenovo website.  

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