Warranty issue, dead touchpad

Hey guys, i'm still within my warranty for the next couple of months so I decided to call Lenovo about my dead touchpad. My touchpad's connection died, possibly may have caused damage to it since I removed the keyboard + touchpad because my keyboard has been faulty for a while now. Keys kept getting stuck and unresponsive, so I decided to take a look and blow out/shake the keyboard to attempt to remove anything that might be causing to get stuck. It kind of worked, but I might or might have not killed my touchpad in the process. I didn't notice if it might have been before, but most probably now. I hardly use it, since I have trackpoint if I want to be on the go and mouse when stationary, but touchpad is still part of my hardware.

Anyway, I asked lenovo if I could just get a replacement and send my current one back when I got the replacement. This is what I did last time my HD went faulty, and all went fine and well. This time though, the person is asking me to send my whole laptop to get it repaired, which I simply refuse to do. First off, it's my only computer available to me and I spend tons of time on the computer. Also, I have installed an SSD and caddy bay in it and technically tampered with the insides. Lastly, I don't to take the chance to end up having a laptop returned with scratches, dents, or any other damages. So I refuse to do so.

Is there anyway I can get it replaced? Should I call back some other time and try to get someone who will send a replacement, or is it just strictly against their policy?

I also am trying to get a replacement keyboard because of the sticky keys, so is this possible?

 

the palmrest is considered a CRU, so they can send it to you for self replacement. Call again.

 

Yup, called during the day (not being racist here) and got someone I could actually understand and was in George vs someone in India. They easily said yes, we can replace your keyboard and touchpad, so they are sending one over.

 

Ya, just think of the 24hr support as Americans during work hours and emergency support during the evenings and night. If you cant understand the Indian tech, be patient and try again or just have everything read back to you for confirmation.

 

I don't know if you are aware of it, but there are foreigners living in the US. I believe all ThinkPad support is based in Atlanta, GA, unless they've changed it. It was when I called last month.

 

I have heard that it is all suppose to be in GA, but I do not believe that. You can tell when you're speaking to someone in the south. Also why would you ever hire anyone in the US that might have issues speaking to other Americans?

That being said I have no problems with Indian or any other outsourced (meaning outside the US...support is still possibly outsourced) support as long as I get the help I need.

 

I have no problem with where I am transferred, but the stereotype does follow that most calls are outsourced to foreign places. It just really gets annoying having to speak to someone with a strong accent that I can not follow.

Well I called at 12 in the night to their 24/7 support, so I really doubt people in GA would be available at the time.