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svhienen
Punch Card
Posts: 17
Registered: ‎10-26-2012
Location: the Netherlands
Views: 5,615
Message 1 of 9

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

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
Bit Torrent
Posts: 2,423
Registered: ‎04-08-2011
Location: US
Views: 5,549
Message 2 of 9

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

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
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Posts: 17
Registered: ‎10-26-2012
Location: the Netherlands
Views: 5,526
Message 3 of 9

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

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

lead_org Microsoft MVP Contributor
Microsoft MVP Contributor
Posts: 21,009
Registered: ‎12-19-2008
Location: Australia, Melbourne
Views: 5,524
Message 4 of 9

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

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

Jin Li

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

I am a volunteer, and not a paid staff of Lenovo or Microsoft
ThorsHammer
Bit Torrent
Posts: 2,423
Registered: ‎04-08-2011
Location: US
Views: 5,456
Message 5 of 9

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

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
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Posts: 17
Registered: ‎10-26-2012
Location: the Netherlands
Views: 5,342
Message 6 of 9

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

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
Punch Card
Posts: 17
Registered: ‎10-26-2012
Location: the Netherlands
Views: 5,231
Message 7 of 9

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

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

insomniac-
What's DOS?
Posts: 2
Registered: ‎03-29-2014
Location: Ireland
Views: 3,483
Message 8 of 9

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

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
What's DOS?
Posts: 1
Registered: ‎11-26-2014
Location: United States
Views: 2,924
Message 9 of 9

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

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

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