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2 Posts

01-30-2019

United States of America

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-30, 11:00 AM

Hi, i have the same issus, want to know did you pay for this replacement ?

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12 Posts

01-22-2019

United States of America

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-30, 13:12 PM

I absolutely did NOT pay for the replacement. They did try to bill me for it, but I knew without a doubt that it wasn't me that scuffed the screen in only 5 weeks of use (I'm super careful). It was going to cost ~$800, but after many conversations (all were pleasant) the manager of the depot said they would cover it. I'm telling you ... It's not the depot's fault that screen damage is not covered under warranty; Lenovo corporate just won't acknowledge the issue. I would refer them to this thread if and when they email you a bill. They called it CID (customer induced damage), even though the service rep actually told me that the keyboard caused the issue lol. Good luck!

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24 Posts

07-10-2018

Germany

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-01-30, 18:11 PM

same story i had...ridiculous

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14 Posts

01-06-2019

Poland

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-02-01, 10:50 AM

Any others with Case/Complaint numbers they can post on here to continue to build the case?

 

Lenovo for me still havent provided detail on what if anything has changed to the faulty anti-glare film, but have tried to suggest the "revised" keyboard is part of the fix (doesnt address the root cause though).

 

 

 

Thanks Lenovo,

 

But two questions still remain unanswered.

 

  1. If the repair of the screen is performed. What happens if the replacement has exactly the same issue (i.e still a faulty/inadequate screen film from the supplier, LG)? It has been documented that this issue is ongoing from a recent as December/January this year. This remains a warranty issue for faulty products. (other customers have also documented that the keyboard and screen has been replaced to find that the screen has the same issue with faulty film i.e a modified keyboard has not solved the root cause being the faulty/inadequate quality screen film. For example my Ipad and Toshiba laptop has a keyboard that contacts the screen when closed and has no similar issue.)
  2. What has changed to the screen technical specification to prevent this issue from reoccurring? (all other tablets I use IPad etc do not have this issue). I don’t intend to waste my time getting the screen replaced only to find Lenovo has not fixed the issue and have to come in and get a second replacement, some further technical details in order to provide assurance is required. This costs time and money and I am sure Lenovo will not reimburse train/ferry tickets to get to the service centre.

 

If you can’t provide an answer to question 1. then at least an answer to question 2. is required as this goes to the root cause of the issue. Without the above information a full refund is required and I will go an purchase a product that does not have a faulty screen from the factory.

 

Regards,

 

Brett Silich

 

 

 

Dear Mr. Silich,

 

Reference is made to your further email dated January 30, 2019 regarding your comment our repairing service of Lenovo X1 Tablet GEN 3 M/T: 20KJCTO1WW S/N: *********** (“the machine”) is much appreciated.  Once again, thank you very much for bringing the matter to our attention.  We would like to address your concerns as follows.

 

As per our previous replies, we would like to re-iterate that the issue mentioned on the Lenovo forum has been fixed last year.  An enhanced keyboard is released.  Since your order was accepted and shipped from our plant after the fix, we would like to re-state that your machine is not impacted by such issue.  As a result, we hope to obtain your kind understanding that our special offer of a one-off free repairing service (part and labor) to the machine is made upon customer satisfaction.  Based on the above-mentioned and according to our Limited Warranty, the replacement part provided by Lenovo will be in good working order and at least functionally equivalent to the original part.  In addition, only after-sales repairing service to the machine on hardware fixing during warranty period.  Hence, customer is advised to contact or visit our Service Center to obtain our in or out warranty repair service if hardware failure is found on the machine. 

 

Besides, regarding your concern on our repair service, as per our previous reply, our repair service takes around 4 to 5 working days (subjects to related part(s) availability).   In view of customer satisfaction, our Service Center has specially reserved related parts (LCD and keyboard) for replacement and would like to offer you an express service to complete the aforesaid repair service on the same day, provided that you are invited to visit our Service Center in the morning at your earliest convenience (Address: Unit B & C, 10/F, Grandion Plaza, 932 Cheung Sha Wan Road, Lai Chi Kok, Kowloon.  Office hours: Mondays to Fridays (11am to 7pm) and Saturdays (10am to 3pm), excluding HK public holidays). 

 

Once again, thank you for taking the time to share your concern with us, which is indispensable to our growth.  We highly value our customers’ satisfaction and look forward to the pleasure of offering our customers excellent service in the future.  Should you have any further comments, please do not hesitate to contact our Service Center at (852) 3140 2788 or via email at 

 

 

Best regards,

 

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

 

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14 Posts

01-06-2019

Poland

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-02-01, 11:04 AM

Also. Who if anyone has been issued with the enchanced/revised keyboard? Can photos be posted (including part/serial numbers), not that this is the issue of course and ammusing that Lenovo engineers waste time trying to fix something that is just a bandaid and not satisfactory.

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202 Posts

07-30-2009

Netherlands

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-02-01, 11:10 AM

Well .. out of my own experience I can definitely tell you the keyboard hasn't got anything to do with it .. I even get coating peeling off in areas where I do increased fingertapping .. (Asphalt 9 is a great example where there are two areas in the screen where the touch controls are ...) ... What I do believe is that the keyboard causes the same type damage .. But is not the root cause .. Root cause for me still remains flawed coating ..

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

01-30-2019

United States of America

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-02-02, 23:37 PM

Hi, i have the same exact issus, purchase 2 month ago, and there are scracthes one big and other are tiny.  Case #407PY4Q, lets see what happened. Also attached the picture for reference.

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4 Posts

12-10-2018

United States of America

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-02-03, 5:51 AM

Welp, after exchanging my x1 tablet for a new x1 tablet one month ago, today I discovered several scratches in the upper corner on the opposite side where the fingerprinter is, almost the exact same location where my previous x1 tablet's scratches were located. I called technical support in Atlanta, Georgia, and the woman said she hadn't heard of this problem with the x1 tablets before. Sigh, so frustrating!

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4 Posts

01-28-2019

Romania

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-02-10, 19:36 PM

Hi again, 

 

I got the tablet from the service. They changed my screen for free. The service have confirmed that lenovo knows about this problem and they also issued the keypad and display with special code that resolve the problem. My tablet was produced at the end of December but only the keyboard had the new code (in which theoretically solved the problem) but the screen was the old model that scratch very easy. To be sure for the future, I put the screen protector (brotech air glass - fit very good). Now the tablet is ok. 

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4 Posts

12-10-2018

United States of America

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-02-10, 19:48 PM
Hey, do you mean Lenovo finally changed the screen-coating? You said "code," so I am confused by that. Thanks.
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