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16 Posts

07-02-2008

Japan

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  • Message 1 of 9

Broken hinge, IWS support

2008-07-02, 8:54 AM

Hello,

 

Yesterday I opened my x61 tablet to notice the hinge giving an incredible amount of resistance, and also that the more i opened the hinge, the bezel began warping directly where "X61" is written.  Luckily I noticed the strange behavior before opening it all the way or I would have damaged the bezel.   I painstakingly removed the bezel using the CRU maintenance guide only to find that the hinge was completely broken on one side where it attaches to the screen.   It looks like a pretty solid piece of metal, yet it had been completely torn away, so that as I opened the laptop, the broken piece would be pushed forward into the bezel (thus the resistance/warping)   I've removed the broken piece so that I can open my screen all the way, though the hinge now feels very loose (being physically attached on only one side) and I fear the extra strain on the undamaged side will only hasten its demise.

 

My warranty is valid for another month, but I'm currently living in Japan and wanted to make use of the International Warranty service.   The Lenovo Japan representative told me that my warranty won't cover a broken hinge.  I was flabbergasted that the most important mechanical piece of my *tablet* x61 (without the hinge, there is no tablet!) isn't covered under warranty.  Is this the case if I tried to have it serviced in the US as well?   Or is this only the case because I'm trying to service it in Japan?

 

I've treated this laptop very well -never dropped it, clean it regularly etc...   so I'm quite sure this damage wasn't a result of neglect.  I fail to see how hinges can be considered a "consumable" (ie un-warrantied) part of a laptop.  Will I be able to make a case for warranty repair or will I have to pony up the money to have my hinge replaced?

 

Also, does anyone know if I'm able to purchase a hinge as part of a CRU?   The Japanese parts line didn't have an English speaker available.   I'm technically savvy enough to replace it myself, I just thought warranty would be easier.

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7651 Posts

11-24-2007

USA

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Re: Broken hinge, IWS support

2008-07-02, 11:06 AM

Welcome to the forum!

 

Unless your tablet has accident protection warranty upgrade, this type of a repair is not covered anywhere in the world.

 

I believe that any part, hinge included, can be purchased from Lenovo and/or re-sellers.

 

Good luck.

Cheers,

George




In daily use: R60F, R500F, T61, T410

Collecting dust: T60

Enjoying retirement: A31p, T42p,

Non-ThinkPads: Panasonic CF-31 & CF-52, HP 8760W




Starting Thursday, 08/14/2014 I'll be away from the forums until further notice. Please do NOT send private messages since I won't be able to read them. Thank you.
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441 Posts

11-21-2007

United States of America

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Re: Broken hinge, IWS support

2008-07-02, 16:34 PM

ajkula66 wrote:
Unless your tablet has accident protection warranty upgrade, this type of a repair is not covered anywhere in the world.

 


I'm afraid I'm at a loss why you say this George. I've had hinges replaced under warranty on several occasions.

 

Here's the language of the US warranty, hinges aren't excluded from coverage.

Regards,

James
_______________________________
Full disclosure, I don't work for Lenovo.
James at Thinkpads dot com
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441 Posts

11-21-2007

United States of America

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  • Message 4 of 9

Re: Broken hinge, IWS support

2008-07-02, 16:38 PM

Tismondo,

 

What is the model number of your X61 tablet?

 

The hinge should be covered under warranty, whether or not you have IWS coverage depends on the model number.

Regards,

James
_______________________________
Full disclosure, I don't work for Lenovo.
James at Thinkpads dot com
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16 Posts

07-02-2008

Japan

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  • Posts: 16
  • Registered: ‎07-02-2008
  • Location: Japan
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  • Message 5 of 9

Re: Broken hinge, IWS support

2008-07-03, 8:25 AM
Thanks so much for your replies!

 

My model number is 7764-CTO.   How do I determine if I'm eligible for IWS support?

 

Thanks again!

 

Brian

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7651 Posts

11-24-2007

USA

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  • Message 6 of 9

Re: Broken hinge, IWS support

2008-07-03, 11:44 AM

Yes, it is covered in Japan according to this page:

 

http://www-307.ibm.com/pc/support/site.wss/warrantyLookup.do?type=7764&iws=on&sitestyle=lenovo

 

James, I've had bad experiences with hinge replacement on X24 and (I believe) A22p...refused both times...under warranty...regarless, I was wrong to assume without checking it out first...

 

Good luck.

Message Edited by ajkula66 on 07-03-2008 08:42 AM
Cheers,

George




In daily use: R60F, R500F, T61, T410

Collecting dust: T60

Enjoying retirement: A31p, T42p,

Non-ThinkPads: Panasonic CF-31 & CF-52, HP 8760W




Starting Thursday, 08/14/2014 I'll be away from the forums until further notice. Please do NOT send private messages since I won't be able to read them. Thank you.
.
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16 Posts

07-02-2008

Japan

38 Signins

135 Page Views

  • Posts: 16
  • Registered: ‎07-02-2008
  • Location: Japan
  • Views: 135
  • Message 7 of 9

Re: Broken hinge, IWS support

2008-07-03, 22:52 PM

Wow, OK...   This is exciting news but it's also perhaps going to make my life more frustrating.   I've already called the number listed on the page ajkula66 linked above (Thanks for helping identify that I'm covered!) and I was told my hinge would not be covered.

 

Did the Japanese technician make a mistake?   Or do they have a seperate list of rules that vary by country?  (That would kind of defeat the purpose of "International" warranty support, wouldn't it...)

 

If they did make a mistake,  I'm afraid I'm going to have a hard time convincing a technician that I AM covered when they seem to think I'm not.   I'll try calling again today during my lunch break and hopefully I'll have better results this time.   Either way, I'll post the result here.

 

Thank you so much, ajkula66 and  JHEM!   

 

Brian

 

 

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441 Posts

11-21-2007

United States of America

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  • Message 8 of 9

Re: Broken hinge, IWS support

2008-07-05, 15:06 PM

What was the technician's reason for denying coverage?

 

He doesn't get to just say no, he has to refer to a specific part of the warranty that explicitly states the reason for non-coverage.

 

Call back and ask to speak to a supervisor.

 

[RANT] When are technicians going to come to the realization that warranties are CONTRACTS and aren't to be blithely ignored![/RANT]

 

(George, I don't know the circumstances whereby they refused to repair the hinges on your units, but I've had hinges repaired on Thinkpads as far back as 755s.)

Message Edited by JHEM on 07-05-2008 11:08 AM
Regards,

James
_______________________________
Full disclosure, I don't work for Lenovo.
James at Thinkpads dot com
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7651 Posts

11-24-2007

USA

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  • Posts: 7651
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  • Message 9 of 9

Re: Broken hinge, IWS support

2008-07-06, 4:05 AM

James,

 

Both of these were work machines owned by my employer, so technically I wasn't the one in charge and I couldn't possibly cite all the circumstances, but I believe that the explanation went along the lines of units being "mishandled"...

 

Personally, I've never experienced a broken hinge on any of my machines, and I've never been denied any type of a claim under the warranty, regardless of its type.

 

Then again, all of my claims were U.S. based.... 

 

 

Cheers,

George




In daily use: R60F, R500F, T61, T410

Collecting dust: T60

Enjoying retirement: A31p, T42p,

Non-ThinkPads: Panasonic CF-31 & CF-52, HP 8760W




Starting Thursday, 08/14/2014 I'll be away from the forums until further notice. Please do NOT send private messages since I won't be able to read them. Thank you.
.
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