X31: Terrible Built Quality, Terrible After Sales Support?

[timbrennan]

Last week i noticed that the case on my X31 had cracked, just to the left of the Caps Lock key. I was sure that it hadn't been dropped and on inspection i reckon that this is a design fault with this component.

I am trying to get this fixed under warranty but without much success because IBM say that they have no other records of similar faults. Cracked cases are classed as user abuse.

Has anyone else had this same problem? If enough people have then perhaps IBM will recall for this problem.

A few days later a second crack has appeared, growing out from a corner near the infra-red port (on the same component). This second crack was probably caused by the first one.

I would say the first crack was caused by lifting the machine, holding the corner (the most intuitive way of gripping an x31). The crack came out of the card bay corner which is in my opinion too sharp and causes a stress concentration - surely this should be rounded or reinforced.

i have found one other report of a crack on an x series thinkpad - see below:

http://forum.thinkpads.com/viewtopic.ph ... ight=crack

there are are many more reports of cracks on T series thinkpads which seem very similar to my problem:

http://zurich.csail.mit.edu/hypermail/t ... /0047.html

The easiest solution for me is to just buy the parts and fix it myself - should cost around £40 for the parts - or i could glue it. But i thought thinkpads had great build quality and great customer service - at least that's what i read. Instead i find that they snap after 6 months because you picked them too many times, and IBM tell you to its not their problem.

[JonathanGennick]

Had the same problem a year or so back with my X30. Cracked in the same location as yours. I thought I'd have to pay for it, but IBM was nice and fixed it under warrenty.

The plastic is very thin, both horizontally and vertically, above that PC card slot. That thinness really does seem to me to be a weak point in the X30 series design. I wouldn't go so far though, as to characterize the X30 series as a poor machine. I've been very happy w/mine, and (mostly) with IBM's service.

[cha4218]

I have a crack by the Irda port. I also think that crack was due to a poor chasis design (product defect does not necessarily equal poor machine). The crack, I believe, derived from me moving the machine holding with one hand by the corner. I was contemplating what to do about it...

JonathanGennick - how did you get the crack fixed using the warranty? What did you tell the Lenovo's customer rep? How did you describe the problem? I have the 3 years (send in your machine) warranty which expires on December of this year. Thanks.

Scott

[JonathanGennick]

ch4218, I didn't do anything special to get IBM to fix the crack in my bezel. All I did was call them up and tell them the truth, that my bezel had developed a crack. I honestly don't even know how the crack occurred. I assume I simply grabbed the laptop the wrong way, or maybe I bumped it, but I really don't know for sure. All I know is that one day, there it was.

[asiafish]

I had the crack in the same location (near caps lock) on my X32 (since sold), when the computer was brand new right out of the box. Of course, IBM fixed it right away - no questions asked.

[cha4218]

I will get the bezel fixed after my finals in May. Thank you again.

[leesiulung]

Mine cracked right below and to the side of the "enter" key. IBM replaced it since I had accidental damage insurance. I grabbed by the lower right corner and put too much stress on it I guess...

[ibmguy]

A friend has a couple of X31 in his company and I was surprised to see that many of them had exactly the crack as you reported.

They also had a broken plastic frame (which surrounds the TFT).

IBMGuy

[djb25]

I have a crack right above the pcmcia port (next to caps lock) and one right next to the enter key.

It's annoying, but it hasn't caused usability issues. My x30 always did seem to have a lot of flex on the right side...

- Damion

[epbrown]

Hey, I've got a crack there was well. I never noticed it until now, but it doesn't bother me. Machine works fine otherwise.

[timbrennan]

i ended up buying a new keyboard bezel direct from ibm parts - fitting it myself. it cost me £27 and an hour of my own labour which i was not happy about - still i think this is far more preferable than wasting anymore time with ibm support.

the lesson: always pick up your thinkpad with TWO hands.

[Ken Fox]

I have no cracks anywhere on my year and a half old X32, and although I have been careful with it, have used it a fair amount, especially on extended trips to France and other places.

[tomh009]

My wife's and my X31s (2.5 and 2 years old, respectively) both developed cracks on the right side, near the cursor keys (maybe poor picking-up technique?). We got her a new keyboard bezel under warranty, and was able to do a self-install after some convincing of the tech support. Mine is due next ...

[timbrennan]

My wife's and my X31s (2.5 and 2 years old, respectively) both developed cracks on the right side, near the cursor keys (maybe poor picking-up technique?). We got her a new keyboard bezel under warranty, and was able to do a self-install after some convincing of the tech support. Mine is due next ...

Interesting. It seems that the US customer support is consistantly more helpful than their counterparts here in the UK. Over here they seem to have a blanket rule that any "cosmetic" defects will not be covered.

[BlueDevilTide]

Hah, I've got a crack there as well. As well as two cracks near both screws on the left and right sides of the LCD bezel. It works fine and feels pretty solid nonetheless, but having taken apart the computer recently to install WiFi antennae, the keyboard bezel, when separated from the rest of the machine, is remarkably flimsy because of the one crack.

The PC Card slot cover also fell off during that procedure and I've not been able to reattach it...but again, no real trouble with the machine.

[timbrennan]

It works fine and feels pretty solid nonetheless

Even though it might still work the case is no longer providing as much structural support for the circuit boards. I would imagine that the picking up the machine may be stressing your circuit boards.

I say this because when my keyboard bezzel snapped I could see the crack opening up when i picked the machine up. I think that means the base plate of the thinkpad was flexing - thus flexing the motherboard, etc too.

I would look to replace your keyboard bezel asap. Not worth the risk...

[boon]

I have a crack on the bottom right of lcd bezel near the screws, caused from a previous owner, as he did not even notice there was one until right before he ship the item.
Of course he gives me some money back for me to replace it but I end up using the money to buy new hard drive, since the crack didn't bother me nor have any problems

To me, the lcd bezel is the worst part of the thinkpad, making a squeeky noise when laptop is closed and held. Nothing wrong with it but a squeeky makes you feel the quality isn't great at all.

[epbrown]

I have a crack on the bottom right of lcd bezel near the screws

I'd really appreciate it if someone closed this thread. Before, I hadn't noticed my bezel was cracked. After this post, I discover I've got a crack in the LCD bezel at the lower right corner next to the screw.

Until this thread, my X30 was flawless!

[losmeme]

All;

I've had an X31 for almost a year now, refurbed from IBM, and have no cracks after daily use.

I also would never, ever consider picking up ANY laptop from the front edge of the keyboard. I always pick mine up by placing my thumbs on the hinges first.

[mbaha]

I also the crack to the right of the enter key on my x31, any suggestions on what parts I need to fix it?

[sjthinkpader]

That is actually not a common place. Most common is the right front corner and the left lower corner of the KB opening. I suggest you remove the bezel, apply super glue, then hold it together with a rubber band until it drys.

[Puppy]

I've had an X31 for almost a year now, refurbed from IBM, and have no cracks after daily use.

I have had my X31 over two years, refurbed from IBM as well, and no cracks.

[Terrahawk]

My secondhand X31 is in fine condition with no cracks anywhere. I've had it about 15 months now and it's not been treated particularly carefully at all. I wonder what it is with some of them cracking and some not.

[dr_st]

Just like everything else - if there is a particular design flaw, it does not mean every unit is going to experience problems as a result, merely that there is a higher chance that normal.

I think I have seen, in person, only two X3x units - my GF's X32 and some guy's X31 on the train. Both had cracks in the left keyboard bezel, somewhere between Caps Lock and the PCMCIA slot. I've heard of a few people mentioning similar cracks, so it probably is a likely fault on these units. I don't think it affects anything though.

[fredstev]

No cracks in my X31 case, I've always used both hands to handle it, though. It's in use every day and has traveled extensively. Here's something to think about - I have a Sandisk 6 in 1 card reader in the pcmcia slot and it is ALWAYS in there. I wonder if it contributes support and strength to the very thin plastic that surrounds it?

[qviri]

.

[Tasurinchi]

Sorry for reviving an old topic but I also want to share my experience.

I bought a second hand X31 which arrived in perfect condition. But the PCMCIA slot was empty and unfortunately I was not careful enough when grabbing the TP. I crack it between the Shift and Caps Lock key when turning it around to upgrade the RAM

Now I've put a plastic "dummy" card in the slot. With the slot being empty the flex is very noticeable if you press the keyboard.

But this doesn't mean that I like my X31 less or that I consider TP to have terrible build quality. It's quite the opposite actually, the small crack has no impact either on performance or in the daily use. I will actually keep buying them!

My 0.02 cents...

Cheers

[sjthinkpader]

It super glue cannot hold it; use a piece of black, fabric backed tape on the crack to hold it together.

[Tasurinchi]

It super glue cannot hold it; use a piece of black, fabric backed tape on the crack to hold it together.

I'll do at some point of time. Actually with the plastic "dummy" card in the slot the flex is not something that disturbs me so much, so I will add it to my "to do" list with status "low priority"