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Re: X1 Tablet 3rd Gen - Screen scratching

2019-03-07, 0:06 AM

To second this, although Dell has had a bad wrap in the past, they have nothing but great in terms of customer service in my recent experiences. They don't feel as fragemented as Lenovo does where no one seems to be aware of what was said in my previous conversations. I will be steering clear of any Lenovo products into the future and will recommend the same for those around me. All we can do is try to show lenovo through lack of future pruchases that this is unacceptable. This scratching issue is not the only issue I am having with this device.

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202 Posts

07-30-2009

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-03-07, 12:25 PM

In agreement with Lenovo I took off my screenprotector on February 25th. Today, March 7 the first bit of coating came off again ... This was my second screen. And this time I took care of not using my pen. Only my fingers. And behold, the coating came off .. again .. I matched the spot with exactly the middle of the W key on a US International Qwerty keyboard, the part of the key that is recessed .. So there is no way whatsoever that this could be due to the keyboard touching and scuffing the screen ... This is wear due to finger touches ... For me this is clear proof of a seriously flawed coating design/application and I have escalated this again into Lenovo Netherlands. The feedback was that this is being looked into at international level, but unfortunately there is no progress or feedback on that yet.

 

I also noticed by the various posts here that Lenovo seems to have different responses to the issue globally, varying from "This is CID, so your fault" all the way to "We acknowledge the issue, it is a know issue and we will replace the screen under warranty" ... This tells me that local Lenovo service centers really do not have a clue and that if this issue has been signalled higher up in Lenovo, there has not been any decision yet on how to solve this, let alone any form of communication to the local service centers. I can understand why one would consider this to be totally unacceptable for a $2800 premium device. From my end I will keep pushing this with Lenovo to see if they finally can be persuaded to start taking this design/manufacturing flaw serious ...

 

To be continued.

 

 

Lenovo Premium Business Partner
X1 Tablet 3rd gen | i7-8650U | 16Gb | 1Tb | WWAN | W10 Pro x64 | Thunderbolt 3 Dock
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02-27-2019

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-03-07, 14:10 PM

Thanks wditters. I wish I could do the same and have a meaningful conversation with someone at Lenovo who would genuinely listen. If anyone knows how to do that in the states, let me know how to contact them.

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01-22-2019

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-03-07, 21:30 PM

Yeah Orion! I've pretty much had the same experience as you... until now. A customer care rep contacted me a few days ago and has really been helpful! So, if you can get past the one crazy person to someone else, you might have better luck. Not sure if that is possible!

 

*Update on my experience: I didn't know this but when my computer was repaired the last time, the service depot was SUPPOSED to replace the keyboard along with the LCD. Instead, they replaced the CPU and LCD, which I thought was interesting. Maybe they had the same thought I had initially that the overheating of the device was causing the display coating to wear out around that spot in order for the keyboard to damage the screen. Obviously, the keyboard IS an issue, since the key sits too high and rubs against the screen constantly when closed. But, again just a thought.

 

The rep scheduled a one-time on-site visit (the rep called it an exception visit) instead of me having to send the X1 Tablet in for a repair. This guy really is trying to help me, and I can sense that... He also told me (like others have mentioned but first time for me) that Lenovo is "aware" of the issue and is trying to resolve it. My guess is that Lenovo is not ready to address the issue publically because of the business contracts that have already been made. This would be a nightmare to swap out or on-site repair every single Lenovo X1 device with a display issue. We are talking about an entire year of full operation/enterprise contracts. Lenovo is trying to tackle this on little-by-little and as discreetly as possible; however, it is currently working to our disadvantage because we are getting hammered in the process.

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01-22-2019

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-03-08, 0:31 AM

Yeah, Orion! I've had pretty much the same experience as you with the reps... until now. A customer care rep just reached out to me this week, and he was awesome. If you can just get past the terrible ones to find that one good rep, it would be so much better...

 

Update on my experience: The guy that reached out me said that Lenovo is aware of the situation (this is the first time a rep has said this to me - conversation happened Monday 3/4), and they would do a one-time exception on-site repair. I was actually impressed with this guy (his promptness to communicate and offer a solution -- albeit not the solution I really wanted). He said that during the last repair, Lenovo's service depot replaced the CPU and LCD but did not replace the keyboard (to the new version). They are going to replace the LCD, again, and replace the keyboard; however, as I've read these posts, this seems like it will result in the same way as before...

 

My thoughts on the issue are... Lenovo is trying to poke away at the problem by solving these cases one at a time. They are trying to be discreet and not address the issue publically, most likely because of the many enterprises who have established X1 product contracts with Lenovo. Imagine if you owned a company that now had to ship and return OR on-site repair thousands of X1 units (not just the Tablet). That would be insane, and I'm sure Lenovo is freaking out a bit internally. Unfortunately, this really puts us, the average consumer, at a massive disadvantage... because we KNOW there is a global issue, and we can do absolutely nothing about it until Lenovo addresses it publically (global recall or repair program). Just a thought...

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03-22-2019

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-03-22, 20:14 PM

Hi all,

 

Was looking into one of these as, well, basically the surface pro doesn't have or support tb3 (why they wouldn't is a totally different story), but after reading all this i am having second thoughts, mainly because more than half the time i will have it closed (i use a few monitor for work plus egpu).

 

My questions are:

 

  • Is this problem still a problem with a brand new x1?
  • And can this issue be "addressed" by putting a piece of microfiber (the material you get when cleaning your glasses) in between the screen and keyboard when it is closed? So it can act like a soft buffer between the 2?

 

I know using the cloth is not a solution per say, but its something to help along the way until a certian manufacturer admits and tries to tackle a certain issue.

 

Cheers all

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-03-26, 13:14 PM

 wrote:

Hi all,

 

Was looking into one of these as, well, basically the surface pro doesn't have or support tb3 (why they wouldn't is a totally different story), but after reading all this i am having second thoughts, mainly because more than half the time i will have it closed (i use a few monitor for work plus egpu).

 

My questions are:

 

  • Is this problem still a problem with a brand new x1?
  • And can this issue be "addressed" by putting a piece of microfiber (the material you get when cleaning your glasses) in between the screen and keyboard when it is closed? So it can act like a soft buffer between the 2?

 

I know using the cloth is not a solution per say, but its something to help along the way until a certian manufacturer admits and tries to tackle a certain issue.

 

Cheers all


Unfortunately yes. It still is present on new X1s See below for a few quick facts:

 

- This is a serious design flaw

- Some entities within Lenovo acknowledge this, some don't

- The claimed solution (newly designed screen, newly designed keyboard) does not exist

- The scuffing occurs by repeated keyboard contact with the screen

- The scuffing occurs by repeated finger contact with the screen

- The scuffing occurs by repeated pen contact with the screen (albeit far less often)

- A screen protector prevents the scuffing from happening, but should only be considered a workaround until Lenovo starts taking its responsibilty for this ..

 

Just consider that there are billions of devices out there with Corning Gorilla Glass and Oleophobic coating that are being tapped, scratched, drawn or written on with a stylus hundreds maybe thousands of times per day, and do not display this behaviour. Phones, tablets, laptops, smartwatches etc .. This issue with the Lenovo X1 3rd gen tablet simply should not occur, period. Lenovo should owe up to this and come with a permanent solution ... For me this simply is a design disaster that Lenovo should start taking seriously .. And since I still know Lenovo as a company that used to deliver exemplary customer support, I will keep trying to get their attention at the correct level :)

 

 

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

2019-03-27, 2:42 AM

Thanks for the heads up on this one!

 

Like I said, this would have been perfect and would have snapped it up straight away, especially with the sales that are on. Looks like I'll have to wait till Microsoft bring out a TB3 dongle, which is highly unlikely. More then likely I'll get myself a Dell XPS 13 or something like that. Need something small that I can follow my 10 month old around while coding, but also with TB3 so I can use my egpu and let off some steam while she sleeps.

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04-26-2019

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-04-26, 19:50 PM

If I can add to the topic my experience as an artist/designer, here's a very short summary:

 

-Had a surface pro 3, wanted to upgrade to surface pro 6. 
- Every surface pro 6 that I got in my hands (around 25 of them, from different locations in the USA and Canada) had severe screen bleeding at the bottom edge, making them useless for any creative work.
- decided to go for a thinkpad tablet, it was much cheaper and had more accessories.

-after a week, it had minor scratches on it, it never left the house and the only contact it had was my hands and the stylus.

-decided to buy a matte screen protector. love it, i prefer the feel of matte when drawing/painting. 

- would only recommend buying this tablet if it has a substantial discount, and that you buy a screen protector. The screen protector is a must. 

-otherwise it's been working great. 

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05-11-2019

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Re: X1 Tablet 3rd Gen - Screen scratching

2019-05-11, 19:22 PM

Just to update everone.

Spoke the sales representaive over chat about this issue. He didn't have a clue.

I really wanted to buy this model and just was about to, good thing I came across this forum. Thank you, all.

 

 

Chat Transcript:

 

Edwin Giovanni G. (5/11/2019, 2:56:32 PM): Hello, thanks for contacting Lenovo Sales. My name is Edwin Giovanni G. (Rep ID: 2900729046). At the conclusion of this chat, there will be a brief, two-question survey, scoring from 1-10 where 10 is the best. Before you make a purchase let’s see if you qualify for our “No Interest” Financing options with Klarna!
Me (5/11/2019, 2:57:52 PM): i'd first like to know something about the laptop
Me (5/11/2019, 2:58:04 PM): would you be the right person
Edwin Giovanni G. (5/11/2019, 2:58:06 PM): Hello! Thank you for contact Lenovo Sales, how can I help you with your purchase?
Edwin Giovanni G. (5/11/2019, 2:58:21 PM): That's correct.
Me (5/11/2019, 2:58:32 PM): i'm interested in the ThinkPad X1 Tablet Gen 3
Edwin Giovanni G. (5/11/2019, 2:58:49 PM): Ok, great!
Me (5/11/2019, 2:59:07 PM): just want to know has the screen issue been resolved?
Me (5/11/2019, 2:59:09 PM): https://forums.lenovo.com/t5/ThinkPad-Tablets/X1-Tablet-3rd-Gen-Screen-scratching/td-p/4126264
Edwin Giovanni G. (5/11/2019, 2:59:27 PM): One moment please.
Me (5/11/2019, 2:59:34 PM): ok
Edwin Giovanni G. (5/11/2019, 3:01:10 PM): Well!
Edwin Giovanni G. (5/11/2019, 3:01:59 PM): We don't have any information before until now. And what I checked is this part. (The scratches are being left by the stylus).
Me (5/11/2019, 3:02:31 PM): it's the keyboard
Me (5/11/2019, 3:02:34 PM): mainly
Me (5/11/2019, 3:03:05 PM): the stylus is provided by Lenovo too
Edwin Giovanni G. (5/11/2019, 3:03:15 PM): Unfortunately, we don't have any informtion.
Edwin Giovanni G. (5/11/2019, 3:03:24 PM): Yes.
Me (5/11/2019, 3:03:55 PM): https://forums.lenovo.com/t5/ThinkPad-Tablets/X1-Tablet-3rd-Gen-Screen-scratching/td-p/4126264/page/3
Me (5/11/2019, 3:04:01 PM): see post 21 for pics
Edwin Giovanni G. (5/11/2019, 3:04:27 PM): Ok.
Me (5/11/2019, 3:04:53 PM): it seem lenovo has replaced the laptops of the customers
Me (5/11/2019, 3:05:15 PM): i am surprised your team isn't aware
Me (5/11/2019, 3:05:57 PM): this is from your website, correct?
Edwin Giovanni G. (5/11/2019, 3:07:16 PM): This is the sales department. We have a different department to help you in this situations.
Edwin Giovanni G. (5/11/2019, 3:07:40 PM): That's correct.
Me (5/11/2019, 3:08:13 PM): hence my question, i would like to buy this model, has this issue been resolved ?
Me (5/11/2019, 3:08:29 PM): yes or no
Edwin Giovanni G. (5/11/2019, 3:10:21 PM): I really sorry. we don't know that information.
Edwin Giovanni G. (5/11/2019, 3:10:30 PM): In this case please call Lenovo Technical Support at 1-800-426-7378 and 1-877-453-6686, The support will be available 24 hours, they don't have chat tool.
Edwin Giovanni G. (5/11/2019, 3:10:55 PM): I will appreciate your feedback at the end, the best score is 10 :)
Me (5/11/2019, 3:11:00 PM): ok
Edwin Giovanni G. (5/11/2019, 3:11:03 PM): Is there anything else I can help you with?
Me (5/11/2019, 3:11:06 PM): nope
Me (5/11/2019, 3:11:17 PM): i got the answer i needed, thanks
Edwin Giovanni G. (5/11/2019, 3:11:18 PM): It was a pleasure to assist you. Thank you for using Lenovo sales chat, have a wonderful day!

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