Cracked Palmrest Repair [ Edited ]

[TheChuckster]

I'm amazed at how patient you are with this issue @StaticRick.

I sunk around $3,000 into my P50 with upgrades and the like so if this were to happen to me, I would be !@$%ed, especially if they tried to spin this around and blame me like they did with you.

Here's to hoping Lenovo comes up with a resolution soon.

Thanks @psuturtle for pushing this through to the right people. You are going above and beyond the call of duty. I'm from Pennsylvania, too btw!

[psuturtle Lenovo Staff]

@StaticRick, 

I don't want to try to guess at this point what the possible resolutions would be.  It's really too early to tell until the development team has a chance to get involved. 

@TheChuckster, 

I fully agree that a premium laptop like the P50 should not be experiencing these types of issues.  But you have to look at it from both sides as well.  User induced damage can and does happen unfortunately, so I can't really blame support for looking at these cases at a high level and going the route of "user induced, not covered under warranty", especially when the issue appears to be in its infancy.  Remember the support team doesn't readily have visibility to a thread like this where there are clearly multiple people reporting the same issue.  So it would take time for them for the data to be mined/reviewed to determine whether there is a problem or not.  Hopefully, that's where we can help speed up the process.

[TheChuckster]

I understand that there is some bureaucracy here, but really hoping for some assurance that the cheap plastic on my $3,000 USD MIL spec tested laptop doesn't crack under normal light use.

[sarbin]

Moderator comment: A post has been removed. From the Community Rules:

"Consider whether your comments serve to advance the discussion in a positive direction."

[Danik007]

Lenovo service informed me that they received new palmrest plastic part and they need approx. 2 hours for an exchange. I'm lucky to have service centre just 30 minutes from my home and I will go for it next week. I will try to examine the old cracked part from view of injection moulding producer and find the root cause of this issue...positions of injection points, ejectors, welding lines...

[TheChuckster]

Sounds good, please let us know what you find!

[Amy_Lenovo]

All,

Thank you for sharing your experiences with cracked bezels on P50 and P70 ThinkPads. As a result of this discussion, this issue is receiving a high-level of interest within Lenovo.

I will be contacting customers who have already reported this issue via private message shortly.

If you are just joining this discussion, please post pictures that include the front corners of the system. Please know that the investigation into this unexpected issue will only focus on systems that have not been dropped or otherwise damaged.

I will post updates into the investigation as I am able to. Lenovo’s first step will be to collect samples in order to better understand what is occurring.

Sincerely,

[Danik007]

Hello.  I visited Lenovo service centre today and my cracked palmrest was replaced for free as warranty issue in approx. 60 minutes. Cracked part - from bottom there are no special details visible. What I can only see are multiply film injection points around the corner area well placed asymmetrically to avoid weak welding line directly in narrow corner... Single disassembled part is quite fragile - especially in my cracked corned... Please see attached picture taken from the bottom of the part. I was also told that broken part has to be retuned to Lenovo HQ for further examination...

DSC_0509.JPG ‏258 KB

[TheChuckster]

Wow, did you purchase any special warranties/accidental damages?

[harrisb]

I'm not understanding the term "quite fragile". Is your observation due to the cracked area or in general? Thanks for the photo.