Nov 24 2024, 03:27 AM
QUOTE(ShinHaruhi @ Nov 4 2024, 08:13 AM)
Our office purchased around 40 T14 ThinkPads for the first time, and we've encountered problems with a few units. After just one week of use, one key popped out on the keyboard.
I called Lenovo customer service, but they informed me that we can’t claim warranty coverage because it falls under Customer Induced Damage. We have Premier Support, which makes this situation even more frustrating.
Has anyone else had a similar experience?
Previously, our office used Dell laptops and had Pro Support. We never faced any issues with keyboard claims, and Dell replaced them without any problems.
my boss already consider to switch back to Dell
Lenovo/HP(E) field tech here - typically ThinkPad keyboards are quite robust, and key pop ups are quite rare (HP Pro/EliteBooks on the other hand are much more susceptible) I called Lenovo customer service, but they informed me that we can’t claim warranty coverage because it falls under Customer Induced Damage. We have Premier Support, which makes this situation even more frustrating.
Has anyone else had a similar experience?
Previously, our office used Dell laptops and had Pro Support. We never faced any issues with keyboard claims, and Dell replaced them without any problems.
my boss already consider to switch back to Dell
Yes, while it is true that key popping out is often considered as a CID case, however you can try going around this by reporting the issue as a keyboard issue
As Lenovo do not require all parts to be returned except expensive parts such as system boards or the LCD panel to them after a replacement for CID verification, this means the field engineer should be able to replace the keyboard for you under warranty once the part has been approved for replacement by Lenovo themselves (we have done this quite a number of times)
Quote
0.0120sec
0.36
6 queries
GZIP Disabled