My First Lenovo Warranty Service Experience

Since I bought the first of my two ThinkPads back in August, I've called Lenovo for customer support many times, but this is the first time that I called for a under-warranty replacement part. It went very smoothly and I just thought I'd share a positive experience (for a change) with you all.

A few days ago I noticed that the "page down" button (above the right arrow) is very hard to press down, "sticky" if you will, even though I never spilled anything on it. I called a number from Lenovo's website and ended up with IBM, who transferred me to Lenovo Canada's support (for some reason). I gave the rep my machine's information and my contact information but he notified me that he was Lenovo Canada once I had given him my phone number. I asked for the U.S. phone number but he offered to transfer me. I thought "oh great, be prepared to hang on the phone for an hour". Surprisingly he came back swiftly and told me that he had given all my info to the other rep on the line, and after making sure that we were both connected, hung up. I did not need to give any information to the U.S. rep, aside from my shipping address, and I have a new X200 keyboard sitting at my door this morning, a mere 20 hours later, shipped next day air. I am now typing from my new keyboard and am very satisfied with this experience and glad that I have the 3-year on-site warranty on both of my machines.

This is the kind of customer service that I'm looking for: reps who are knowledgeable and a call system that doesn't require one to be on-hold forever and getting transferred 15 times before arriving at the right support.

 

It's always good to have some positive experiences posted, which doesn't happen often enough.

 

So I'm guessing they shipped you a keyboard and you had to install it yourself? Is that hard to do?

 

Exactly, that's why I figured I'd post something.

Not at all. There are four screws to remove and you slide the keyboard forward to take it out. You can always check the Hardware Maintenance Manual (found everywhere online) first.

 

It's almost like onsite these days, where very little is stocked by onsite techs. So long as the part is field replaceable, and you feel comfortable doing the work and not sending it in, it's difficult to beat the speed.