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5961 Posts

08-02-2018

Philippines

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  • Message 11 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-03, 15:09 PM

Hope everything goes well for you.

 

 

Jwes_Lenovo



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55 Posts

11-30-2013

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  • Message 12 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-03, 20:31 PM

Well, I am currently on hold with the 6th  person I've spoken to today.  Each one says it isn't their department, and sends me to another, where I either go back into the phone queue or sit on hold.  It looks increasingly like Thinkpad accessories like this keyboard are not actually covered by their advertised warranty.

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5961 Posts

08-02-2018

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  • Message 13 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-04, 14:52 PM

Using this link should land you in the right department. Provide the serial number. 

 

 

Jwes_Lenovo



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55 Posts

11-30-2013

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  • Message 14 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-04, 20:58 PM

@ Jwes_Lenovo wrote:

Using this link should land you in the right department. Provide the serial number. 

 

Nah; I tried that 2 days ago.  It shows as "expired".  I filed a claim at that time with updated information, and the email I got back from "North American Service Sales Registration" said to contact Customer Service, with a phone number I'd already tried a couple of times.

 

Here are some of the phone numbers I've tried/been directed to over the last few days:

 

1-855-453-6686 

1-877-453-6686

1-855-253-6686 

1-800-932-0465 (the one you gave me)

 

(I think the first three go to the same place.  53-6686 is, of course, "LENOVO" transcribed to numbers.)  At every one I either couldn't reach a human or reached a human who told me it wasn't their department, and who directed me to one of the other numbers.

 

I finally had some satisfaction at 1-800-426-7834 #72 (a number that doesn't seem to appear on any Lenovo website, but which I have on file from a service call on a different machine years ago); they created a ticket for me, and transferred me to a tech support person.  He said that he couldn't help me, and I needed the warranty department, and transferred me back to 1-800-426-7834 #72.  They told me that the ticket they had created was for a docking station, not a keyboard.  They then created a new ticket, and told me to email proof of purchase to them.  (Apparently the fact that I'd bought the keyboard online from Lenovo and had an order number was not sufficient.)  So I have now done this, and with luck the email will actually reach them and not go to /dev/null.  I am not optimistic.

 

I don't think I would have had a problem if the tablet itself was still in warranty.  In my case only the accessory, the new keyboard, is in warranty,  and there doesn't seem an easy route to get accessories repaired or replaced by themselves.

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55 Posts

11-30-2013

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  • Message 15 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-04, 22:45 PM

Incidentally, the "side button" problem (completely different from the keyboard issue) must be a windows or driver issue; the buttons work perfectly in Linux.

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34 Posts

01-22-2019

United States of America

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  • Message 16 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-05, 2:28 AM
Hi d_r, I have such problem before, and I just reinstalled win 10 and drivers. The side buttons problems have been solved.
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55 Posts

11-30-2013

United States of America

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  • Message 17 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-05, 3:16 AM
Was a nondestructive W10 installation good enough?  I shudder at the thought of reinstalling some of the software I have on my machine.
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55 Posts

11-30-2013

United States of America

84 Signins

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  • Posts: 55
  • Registered: ‎11-30-2013
  • Location: United States of America
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  • Message 18 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-09, 22:47 PM

Final update: the last call was successful, Lenovo honored the warranty and sent me a replacement keyboard, which works.

 

Advice to anyone in the same situation (ie, seeking replacement of an in-warranty Lenovo accessory):

  1. Have at hand the accessory part number and (important!) serial number, also the invoice from the purchase.
  2. If you are using a cordless phone, make sure your battery is fully charged.
  3. Call 1-800-426-7834 choose menu option #72.  (This is NOT the service number that came on the documents with the accessory, or that appears on the website.)
  4. Specify you want a "warranty replacement" for the accessory.  I think using the word "warranty" in your initial query is important, if you do what I did and say something like "repair or replace" that gets you to a different/wrong department. 
  5. You will probably have to email a copy of the purchase invoice to a verification department.

Good luck.

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5961 Posts

08-02-2018

Philippines

953 Signins

30199 Page Views

  • Posts: 5961
  • Registered: ‎08-02-2018
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  • Message 19 of 19

Re:X1 Tablet Gen 3 side buttons problems

2021-08-12, 21:39 PM

Thank you for sharing and sorry to read that you had such challenges.


Still, good to know that things eventually worked out.

 

Regards

 

 

Jwes_Lenovo



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