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What's DOS?
Posts: 2
Registered: ‎09-21-2011
Location: Houston, TX
Views: 382
Message 1 of 4

Cracked Screen

I have owned four Lenovo laptops and for the most part have been satisfied with the units and customer support, until recently.


I purchased a Thinkpad 420S a couple of months ago and used it for a couple of weeks. One day when opening the screen I noticed a crack in the screen at the right hinge location.  When I called customer support I was advised that this was due to customer abuse!This was before I even shipped it back. Hard to believe since the unit was kept on top of my desk, with no one else present in the house.  When I spoke to a Lenovo rep in  Denver he advised that I should have said that I had a problem with my screen instead of a crack.  When crack is mentioned it is always categorized as customer support even though this was a problem with a previous model (as per Lenovo customer  support).  Long story short, I was advised that I would be charged $700 to replace the screen which is half the price I paid for the unit.


I was not able to contact a Lenovo representative with any authority or even someone to talk to for an alternative remedy.  None of the east coast VPs had contact information, of course, so I was hung out to dry.  I had them ship the unit back and it sits on my shelf with a cracked screen, a very expensive bookend.


I had to buy another laptop.  If anyone has suggestions on anyone I could talk to besides customer support which is useless, I would appreciate the info.



lead_org Microsoft MVP Contributor
Microsoft MVP Contributor
Posts: 21,009
Registered: ‎12-19-2008
Location: Australia, Melbourne
Views: 374
Message 2 of 4

Re: Cracked Screen

Hum, i have seen couple of the screens cracking like that on a T400s and T410s. The increased rigidity of the new T420s screen casing should prevent such thing from happening, but i guess this could still happen.

Do you have a picture that you can upload to flickr and then provide url of this uploaded picture?

Jin Li

May this year, be the year of 'DO'!

I am a volunteer, and not a paid staff of Lenovo or Microsoft
What's DOS?
Posts: 2
Registered: ‎09-21-2011
Location: Houston, TX
Views: 343
Message 3 of 4

Re: Cracked Screen

i'll get on that and sen a pic within the next few days.


Thanks for the response

Former Employee
Posts: 2,437
Registered: ‎04-10-2011
Location: Malaysia
Views: 293
Message 4 of 4

Re: Cracked Screen

hey Backscatter,

sorry to hear on what had happen. could you pm to me the following :

MTM [machine type model]:

( To locate MTM - )

Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)

Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)

Location of unit : Home / Repair Center (delete where appropriate)

Description of issue :

Troubleshooting Taken : (if any)

WW Social Media
Important Note: If you need help, post your question in the forum, and include your system type, model number and OS. Do not post your serial number.

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