[x1 carbon] loose hinge/lcd bezel - warranty denied

[svhienen]

Got my X1 Carbon for a month now.

And I discovered my bezel is a bit loose on the lower left corner.

Created a support call with lenovo and send them some pictures.

Got a call back today and they won't fix this under warranty. (I even have 3 year adp on the laptop)

When I asked why; 'We have send the pictures to another department and they refused this'

And when asked to get transfered to this department/someone who can tell me why they can't help me.

I can make a complaint via email but that's it.

Any help ?

Pictures :

http://tweakers.net/ext/f/3RfVIsFZPQVZfgyGSlazYkJq/full.jpg

http://tweakers.net/ext/f/6XqojdIJvb4sSS300XkWc1Dc/full.jpg

The issue can be related to a keyboard replacement I had the first week. (the onsite engineer had to dismantle the whole laptop)

[ThorsHammer]

If the bezel is separating from the screen, it isn't the first report.  I don't understand why Support would deny service unless they are suggesting you return it.

[svhienen]

Support only wants to do a repair if I pay for it.

[lead_org Microsoft MVP Contributor]

talk to them again, and tell them this is a poor servicing issue and not a user related fault.

[ThorsHammer]

Since you could not have had this more than a few weeks, I would also consider returning it. 

The pictures don't look like user fault.  They look like a glue issue and that has been reported before either here, or in the thread at http://forum.notebookreview.com/thinkpad-edge-x1-x100e-x120e-sl-l/688697-lenovo-x1-carbon-owners-thr...

It should fixed at no charge under warranty (in my view).

[svhienen]

Returning it is only possilbe the first 2 weeks in the Netherlands.

I think I have to wait for a repsonse on the email I have send to lenovo.

[svhienen · Accepted solution]

Not sure why, but I recevied an email today they are now accepting the warranty request.

[insomniac-]

I'm having the same problem here, on an X1 Carbon Touch. It's a new laptop, under warranty and definitely the first one in more than 10 years that had a similar issue. I called the Lenovo support but they told me they can't repair what is clearly a defective item (just looking around on the web, I'm not the only one with this problem).

It's a 3000$-worth laptop, and I didn't expect a similar unprofessional behavior from Lenovo. Is anyone else facing the same issue?

Andrea

[shelaghmaine]

I've had mine for less than 30 days and am unable to even open my laptop at this point. Completely disappointed.