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50 Posts

03-09-2012

Netherlands

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  • Message 1 of 19

X220: Plastic strip loose - no warranty???

2012-04-07, 23:23 PM

Hello,
I own a Thinkpad X220 for about eight months now, i've been using laptops for over eight years now, love the X220.
Now, to my amazement, last week i discovered that the plastic strip, that runs on the top part of the lid, has come loose on the right side.
I contacted Lenovo support to report this problem, they requested i e-mail  them some photo's portraying the defect so they could take a look , so i did i sent them three pictures.
The next day i got a call from Lenovo support. I was told that the defect on my machine was not covered by warranty, defects on the outside of the laptop (e.g. broken hinges, cracks in the base of the laptop) are simply not covered by the warranty.

Now, i understand that there are defects that -especially when considering the circumstances in which they arose- are not covered by warranty, that being said, this defect is not caused by misuse on my part. This is simply a case of faulty manufacturing. There are in fact two other individuals who have complained about there X220 laptops displaying exactly the same symptoms as min does. The topic can be found here

What is even more remarkable, is that the terms of warranty don´t exclude defects to the outside of the laptop. There is a one year warranty on labor and parts and a parts only warranty in the second and third year, nothing that even remotely indicates that the defect my X220 suffers from is not covered. An English version of the Lenovo Limited Warranty can be found on this page.

I am really disappointed, defects can occur on any product no matter how well it is built,  but refusing service, presumably because it is not covered by warranty, is not good practice, especially when the warranty itself does not mention the limitations stated by customer support.  

I now have a 1300 Euro laptop with a defect which is going to get worse because of day to day usage eventually  the plastic strip is going to break/come loose entirely

Does anyone have any ideas/suggestions, i´m a bit desperate.
Maybe someone from Lenovo can explain why this is not covered by the warranty?

Solved! See the solution
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Thinkpad® T430 | Intel® Core™ i7-3520M | 8GB HyperX PnP DDR3-2133MHz | Nvidia® NVS™ 5400M | 256GB Plextor® M5 Pro
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15 Posts

11-15-2009

US

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  • Message 2 of 19

Re: X220: Plastic strip loose - no warranty???

2012-04-10, 18:50 PM

I had this same problem with my X201. I contacted lenovo after living with it for about six months, they said it was not covered under warranty. The crack was posing no functional problem and didn't progress further, but I bought a new replacement back cover from ebay for $35 since I wanted to resell the laptop. It was pretty easy to install and took about 90 minutes. I'd imagine the X220 would be no more difficult to repair this way. 

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50 Posts

03-09-2012

Netherlands

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  • Message 3 of 19

Re: X220: Plastic strip loose - no warranty???

2012-04-10, 19:02 PM

Great that there's someone willing to offer some advice :smileywink:,

I looked into this option, the LCD-back cover will set me back 50 euro's so monetary wise it's certainly feasable.
What is holding me back is the fact that the antenna's, or rather the cable's, are placed on the back cover using adhesive tape (antenna tape), if i screw up while moving the antenna's, i will be in even more trouble.

Does the X201 use antenna tape? and if so, how hard was it? i have some technical knowledge/insight, but motor skill wise, i'm kinda clumsy. Thanks in advance!:smileyhappy:

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Thinkpad® T430 | Intel® Core™ i7-3520M | 8GB HyperX PnP DDR3-2133MHz | Nvidia® NVS™ 5400M | 256GB Plextor® M5 Pro
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20986 Posts

12-20-2008

Australia, Melbourne

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  • Message 4 of 19

Re: X220: Plastic strip loose - no warranty???

2012-04-11, 0:12 AM
can you post a picture of the problem you are having? I have seen the plastic strip bending backwards in some machines because some people were using their X220 like their X6x machines, which used a solid one piece magnesium cover.
Regards,

Jin Li

May this year, be the year of 'DO'!

I am a volunteer, and not a paid staff of Lenovo or Microsoft
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50 Posts

03-09-2012

Netherlands

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  • Message 5 of 19

Re: X220: Plastic strip loose - no warranty???

2012-04-11, 12:01 PM

I most certainly can: these are the photo's i've sent to Lenovo after they requested that i do so:
Photo 1
Photo 2
Photo 3

 

Keep in mind that i've been very careful when handling my machine in order to prevent damage to it.
I have never owned a thinkpad X6 nor have i got the slightest idea of how it  (the X6) hould be handled.

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Thinkpad® T430 | Intel® Core™ i7-3520M | 8GB HyperX PnP DDR3-2133MHz | Nvidia® NVS™ 5400M | 256GB Plextor® M5 Pro
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20986 Posts

12-20-2008

Australia, Melbourne

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  • Message 6 of 19

Re: X220: Plastic strip loose - no warranty???

2012-04-11, 16:41 PM
i see what the problem is.

Hum, there is a few reported case for this damage, and some got repaired under warranty and some got rejected because it was thought to be customer induced.



Regards,

Jin Li

May this year, be the year of 'DO'!

I am a volunteer, and not a paid staff of Lenovo or Microsoft
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50 Posts

03-09-2012

Netherlands

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  • Message 7 of 19

Re: X220: Plastic strip loose - no warranty???

2012-04-12, 14:05 PM

Just to be clear about this: Lenovo Support denied my request under Warranty.
I was told that faults/defects on the outside of the laptop are not covered by the Lenovo Limited Warranty, although i cannot find any clause in the Limited Warranty that exonerates such defects.

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Thinkpad® T430 | Intel® Core™ i7-3520M | 8GB HyperX PnP DDR3-2133MHz | Nvidia® NVS™ 5400M | 256GB Plextor® M5 Pro
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135 Posts

08-22-2011

Singapore

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  • Message 8 of 19

Re: X220: Plastic strip loose - no warranty???

2012-04-17, 6:56 AM

Hi dodger_NL,

 

I'm sorry to hear about your experience.

I would like to see if I can help escalate the matter for a review.

 

I've sent a private message requesting additional details. Let me know.

 

Thanks!

lak_sg


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10 Posts

05-20-2012

Munich

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  • Message 9 of 19

Re: X220: Plastic strip loose - no warranty???

2012-05-20, 14:03 PM
I have exactly the same issue, the technical support also told me that it was not under warranty. have you made any progress?
Below are the photos I have taken.

http://ompldr.org/vZGo4bA
http://ompldr.org/vZGo4bQ
http://ompldr.org/vZGo4bg
http://ompldr.org/vZGo4bw
http://ompldr.org/vZGo4cA
http://ompldr.org/vZGo4cQ
http://ompldr.org/vZGo4cg
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50 Posts

03-09-2012

Netherlands

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  • Message 10 of 19

Re: X220: Plastic strip loose - no warranty???

2012-06-03, 12:50 PM

Hi eduedix,

The case was escalated and in conjunction with lenovo customer complaints (the EU warranty team),  a lenovo engineer was dispatched to assess whether it was customer induced or not.

The engineer concluded that it indeed was not my fault an the back cover has been replaced free of charge.

Regardless I'll be switching to a T-series, probably within the next month, just haven't made op my mind choosing between T420 and T430. I'm tired of the flimsy build quality of the X220.

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Thinkpad® T430 | Intel® Core™ i7-3520M | 8GB HyperX PnP DDR3-2133MHz | Nvidia® NVS™ 5400M | 256GB Plextor® M5 Pro

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