Recent support experience - A+++

[plympton]

I recently bought a used ThinkPad X1 Tablet 2nd gen on eBay. It was a good deal, and was supposed to be pristine.

When I got it, the keyboard had a big scratch in it (no big deal) but the trackpoint was harder to push right than other directions. Really annoying, but hard to prove.

I tried web support, and it was a miserable chat experience. Slow, lots of questions, and I walked away for a bit and was disconnected. Fail.
But I got a support ticket number, with a phone number to call, so I did.

I got a support rep in the US, told him my story, he confirmed my 3 year Depot Warranty, and was starting to set up a repair order. I asked, “it's an external magnetic keyboard, can't you just send it to me?” He checked, verified it was in stock, and said I'd have it Friday (yesterday). Overnight shipping, no charge, no credit card hold, nothing.

Part arrived Thursday. Brand new. Boom.

Awesome experience. That's why I buy only ThinkPad.

-Dan