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202 Posts

07-30-2009

NL

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-08, 8:01 AM

 wrote:

Hi All.

 

Tablet purchased October 2018. Delivered mid-November 2018 and by mid-December the screen coating had worn off in multiple places particularly where the keyboard buttons touch the screen when closed. Really poor quality screen film. Given the laptop is supposed to be tested against 12 military-grade requirements, they missed something here!

 

I am dealing with Lenovo customer service centre out of HK. Visited the centre yesterday for the first time to lodge the case and proceed with getting a replacement (so long as there is a permanent fix). However, the customer service centre initially tried to claim this will not be covered under warranty. Which I find completely ridiculous given it is a known design issue with this tablet/screen and Lenovo are working on fixes to resolve the issue.

 

Pictures below, details of the screen in the Tablet. I notice current specs on the website say they supposedly come with Corning® Gorilla® Glass.

 

Will update post as I get on.

 

 

 

 


Wow .. that looks bad ... At this point I think that Lenovo really has a bigger issue at hand than they are currently admitting ...

 

 

 

Lenovo Premium Business Partner
X1 Tablet 3rd gen | i7-8650U | 16Gb | 1Tb | WWAN | W10 Pro x64 | Thunderbolt 3 Dock
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22 Posts

07-10-2018

DE

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-08, 10:05 AM

I had the same problem. I have sent over the German support my X1. Then the technician said that this is not covered by the warranty. I would have to pay over 500 euros myself. Then I got in touch with the support and they said to me that Lenovo had no clues that there were any problems with the display. I then referred to the forum here but without success. The support then offered me that they will make a complaint ticket. Now I am waiting for over a week for the response from the complaints department.

The whole thing has been going on since the beginning of December. This is very annoying.

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202 Posts

07-30-2009

NL

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-09, 12:46 PM

 wrote:

The support then offered me that they will make a complaint ticket. Now I am waiting for over a week for the response from the complaints department.


Keep us posted please .. Fingers crossed!

 

 

Lenovo Premium Business Partner
X1 Tablet 3rd gen | i7-8650U | 16Gb | 1Tb | WWAN | W10 Pro x64 | Thunderbolt 3 Dock
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14 Posts

01-06-2019

PL

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-11, 7:46 AM

Thank you for choosing Lenovo eShop.

 

We are sorry for the update delay.

 

After checking with our Service Center, we were confirmed that the issue that was mentioned on the Lenovo forum has been fixed last year. Since your order was accepted and shipped from our plant after the fix, we hereby confirm you that your machine is not impacted by the same issue.

 

According to the inspection result provided by our Service Center, the issue was diagnosed as customer induced damage(CID). Please understand CID is not covered by the warranty, hence we are unable to provide replacement service for you.

 

We sincerely apologize if any inconvenience caused to you, and thank you for your patience and understanding.

 

If you have any questions, please feel free to contact us via ......................, we will get back to you as soon as possible.

 

Best Regards,

 

Response to the above, below:

 

Hi,

 

This response is unacceptable and incorrect.

 

Please note I refuse to accept this Tablet which is faulty.

 

The remedy required immediately per the consumer act is for Lenovo to:

  1. Replace the Tablet with another unit that is not faulty or
  2. If the above is not possible provide an immediate refund for the Tablet

Lenovo has a responsibility under the warranty terms to fix/replace items that are faulty and not fit for purpose. The screen is faulty and I am not the only purchaser with the same issue. It is not physically possible for a unit that has supposedly been tested to Mil-Spec standards for the screen coating to be wearing off from normal use within less than 1 month from purchase!

https://solutions.lenovo.com/resource-center/pc-solutions/partner-network/mil-spec-tested/#

https://psref.lenovo.com/syspool/Sys/PDF/Think%20Tablets%20_%20Convertibles/ThinkPad%20X1%20Tablet%20(3rd%20Gen)/ThinkPad%20X1%20Tablet%203rd%20specs.pdf

 

This is obviously a faulty/poor screen coating that is wearing off exactly where the keyboard and buttons touch the screen when closed, whilst being used with normal proper care and maintenance. It is not CID per you own guidelines (https://support.lenovo.com/hk/en/solutions/ht104148#lcd)

 

Please explain

  • How customer service believe it is CID (what evidence does Lenovo have of how the computer is used and maintained)?
  • What was fixed with the screens and on which date, to which machines?

 

In addition to lodging a complaint with Lenovo based on the below response I will also lodge a formal complaint with the Consumer Council in Hong Kong (https://www.consumer.org.hk) and the Small Claims Tribunal. The mediation process will determine that Lenovo are in breach of their warranty obligations under CAP 26 Sale of Goods Ordinance act and are possibly making false and misleading statements on their product datasheets.

 

This will also be posted on the forums and social media.

 

It is extremely disappointing that Lenovo wish to breach their warranty obligations and I certainly expected more from this company.

 

Regards,

 

Brett Silich

 

Admin note; post edited in accordance with the Community Guidelines.

 

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19 Posts

12-01-2018

US

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-11, 17:44 PM

Wow. That's is an outrageous claim. If you paid by credit card, dispute the charge now with your credit card company. Doc then in Lenovo as well.

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76 Posts

06-10-2014

SG

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-14, 20:33 PM

Thanks for sharing your email conversation. That response is simply ridiculous.

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14 Posts

01-06-2019

PL

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-14, 23:43 PM

All. For those having the same issue if you can also post good quality photos up here of the screen and where the film is wearing/damaged then we can use this as a record of a common problem.

 

On a side night it isnt obvious that the film easily removable. Not sure if anyone has attempted?

 

Regards,

 

Brett

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22 Posts

07-10-2018

DE

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-15, 12:03 PM

We should also write all the websites, who tested the x1. So, they can write about it. Perhaps this might help?

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15 Posts

02-03-2012

JO

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-17, 23:09 PM

Hello again, the famous youtuber unbox therapy just reviewed our tablet, I think It would a good idea if we could raise the screen scratch problem by contacting him and leaving comments under his Video asking him to investigate the issue.

 

 

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202 Posts

07-30-2009

NL

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  • Posts: 202
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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-18, 8:58 AM

 wrote:

Hello again, the famous youtuber unbox therapy just reviewed our tablet, I think It would a good idea if we could raise the screen scratch problem by contacting him and leaving comments under his Video asking him to investigate the issue.

 

 


On itself a good idea (upon checking, the issue indeed has found its way into the comments) but reviewers don't usually get to keep their review units long enough to thoroughly test these things ... Will have a discussion with my Lenovo SPOC later today to see what the internal status is ..

 

 

Lenovo Premium Business Partner
X1 Tablet 3rd gen | i7-8650U | 16Gb | 1Tb | WWAN | W10 Pro x64 | Thunderbolt 3 Dock
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