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What's DOS?
Posts: 3
Registered: ‎01-06-2019
Location: PL
Views: 521
Message 101 of 105

Re: X1 Tablet 3rd Gen - Screen scratching

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,

Lenovo eShop




Customer Service Team
Lenovo HK eShop
Lenovo Hong Kong / 
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Response to the above, below:




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!


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 (


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 ( 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.




Brett Silich


Paper Tape
Posts: 5
Registered: ‎12-01-2018
Location: US
Views: 474
Message 102 of 105

Re: X1 Tablet 3rd Gen - Screen scratching

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.

Token Ring
Posts: 64
Registered: ‎06-10-2014
Location: SG
Views: 298
Message 103 of 105

Re: X1 Tablet 3rd Gen - Screen scratching

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

What's DOS?
Posts: 3
Registered: ‎01-06-2019
Location: PL
Views: 256
Message 104 of 105

Re: X1 Tablet 3rd Gen - Screen scratching

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?





Fanfold Paper
Posts: 14
Registered: ‎07-10-2018
Location: DE
Views: 200
Message 105 of 105

Re: X1 Tablet 3rd Gen - Screen scratching

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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