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JU808
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Registered: ‎02-26-2019
Location: US
Views: 3,400
Message 211 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

I got the BROTECT® AirGlass® the other day too and have a similar experience. As one previous poster mentions, the surface is mirror-like and while it doesn't seem to be any less responsive, the "touch" definitely" feels a little plasticy.

 

And just as you, no more Lenovo for me. This was my first and it will be my last.

 

 

Orion9282
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Posts: 16
Registered: ‎02-26-2019
Location: US
Views: 3,378
Message 212 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

Thanks Brandonmeister! I bought a refurb and had it for 13 days (14 day return window on refurbs). 

 

I'll try again, but the service supervisor was short, and came at me with, "None of what you're saying matters. Those case numbers, the internet forum, it doesn't matter.  Our technical specialists know their job and when they say CID, it's CID. So I could offer 30% off your repair costs, but that's it."

 

I'm honestly at a loss here. I asked to speak to someone else and he said, "To do what? To get the answer you want to hear?" to which I replied, "Please see that these are recurring issues for these other customers and that they've had 2, 3, 4 repairs on the same issues." 

 

None of it mattered. Lenovo, honestly, doesn't care.

JU808
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Message 213 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

Jeez, that sucks! Sorry to hear that. I start to appreciate how lucky I was that I git a screen replacement without any hassle.

 

I would write a letter or email to soneone higher up at Lenovo, stating your case and the fact that the service supervisor was rude.

Also, I know from other situations i.e. with Airlines (rude or incompeten employees), where you may not get a response untill you post your issue on Twitter . Might be worth a try

Community SeniorMod
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Posts: 3,967
Registered: ‎01-21-2010
Location: US
Views: 3,259
Message 214 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

Please review the Forum Guidelines before posting comments and please pay particular attention to this section:

 

It is acceptable to state concern for how a particular Lenovo policy, performance, or procedure does or does not meet the expectation of a particular member, but it is not acceptable to use this forum in an attempt to broadly organize or incite members en mass, to cancel orders, return systems, undertake legal action or otherwise disrupt the normal business processes of Lenovo.

 

Thank You.

Regards,

Dave


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PM requests for individual support are not answered. If a post solves your issue, please mark it so.
luispe
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Registered: ‎08-22-2018
Location: US
Views: 3,248
Message 215 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

Dear Dave,

 

As a customer who has had the same issue three times already with no prospect of adequate solution from Lenovo, I find this response extremely inappropriate. I would have expected a response to our concerns.

 

Kind regards

Orion9282
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Registered: ‎02-26-2019
Location: US
Views: 3,217
Message 216 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

I appreciate everyone's responses, and thank you for letting me come here and have therapy around this issue. 

 

We vote with our money. They've already lost all of us as customers and they don't care about losing more.

 

The problems with this machine are well documented here, on Reddit, and even on Lenovo's product page for this machine, such as:

I’m a long-time devoted Lenovo customer. Their inaction and reluctance to address this issue has made me a devoted Dell customer.

 

I'll never buy Lenovo again.

 

 

TeKnical
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Registered: ‎01-30-2019
Location: US
Views: 3,176
Message 217 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

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.

wditters
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Registered: ‎07-30-2009
Location: NL
Views: 3,067
Message 218 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

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
Orion9282
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Registered: ‎02-26-2019
Location: US
Views: 3,027
Message 219 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

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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Brandomeister
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Registered: ‎01-21-2019
Location: US
Views: 2,823
Message 220 of 307

Re: X1 Tablet 3rd Gen - Screen scratching

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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