RogerBW's Blog

Lenovo/IBM warranty service 17 January 2016

It used to be traditional on a personal blog to rant about the horrible service one had received from a big company. (These days it does no good unless it's on Twitter or Facebook.) But there doesn't seem to be enough of the other side.

On Saturday 19 December last year, presumably at some point during the barbecue, the keyboard of my Thinkpad T430 laptop stopped working reliably, then later that evening stopped working at all. (No, no spillage or anything like that.) It was still under warranty.

On Sunday 20 December I fought my way through the Lenovo site to raise a support ticket.

On Monday 21 December I got email saying a replacement part was on the way.

On Tuesday 22 December the part arrived (a keyboard subassembly); I fitted it (a matter of undoing two screws, lifting off a cover, undoing two more screws, pushing the old keyboard out of its socket and disengaging the data cable, then reversing the process, all of this documented with diagrams on the IBM web site). The new keyboard works. (And, presumably because they had the laptop's serial number, they shipped the right model keyboard with built-in backlight.)

All right, the experience wasn't Utterly Perfect: actually finding where on the web site to submit a warranty claim, as opposed to extending the warranty, was pretty hard work. And their email was HTML-only and thus caught by my spam-trap. But still, "well done" to Lenovo, and to IBM who still handle the actual servicing.

I think I will be extending this warranty.

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