Thinkpads Forum

1st time on this forum.

I ordered 2 X120e with E350, 6 Cell, 3GB, BT and Win7 32 on March 4 and received both today.

Just started setting up the 1st machine and unfortunately only the middle keys on the keyboard work! After contacting tech support, they asked me to take the machine to a local partner to see if the keyboard needs to be re-seated! as if I have nothing bettter to do than do Lenovo's work for them!

Not a very good 1st impression! and I was under the impresison that the Thinkpad keyboard were the best in the business seriously though, how does Lenovo ship a machine without checking that the keyboard works? is this the sign of things to come?

They're not crafted by hand in Santa's workshop. Out of any run of mass-produced items there will be a few problems. Is the keyboard a CRU on this model? If so, get a screwdriver and reseat it yourself.


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I understand that you may get problems with mass produced products, however, I expected that the machine will be tested/QA'd before shipment, or is that too much to ask?

I took the machine to a local partner and they re-seated the keyboard, however, the problem is still there and it was recommended that I order a replacement, which I did.

The 2nd machine works great!

If you don't want to have the defective unit looked at, why not send it back and ask for another? There are products at all price points. Attention to detail varies.

As for Lenovo Business Partners, I tried one recently. The only thing a Lenovo Business Partner care about is getting the money. Caring is on a level of the folks that broke into my car to steal an ipod years ago. Your satisfaction level may be better.

Well, considering that they ship a PC a second, I don't think they test every single one. Most likely it'll be randomized or batch tested.

Colonel O'Neill wrote:Well, considering that they ship a PC a second, I don't think they test every single one. Most likely it'll be randomized or batch tested.

I agree, they probably test one out of a hundred machines, I would imagine consumer machines got checked even less frequently.

The one machine that gets inspected individually every time is a manufacturer refurbished one!

khergert wrote:If you don't want to have the defective unit looked at, why not send it back and ask for another?

Well, I've been trying to return the defective unit, however, I was told to wait for an email with return instructions... and have been waiting now for over a week despite 2 follow up calls!

I wish you luck with the hole ordeal. I picked mine up from Canada Computers and it's been pretty good other than a few software quirks. Mine doesn't seem to like the power button being pushed, but other than that some updates and have fixed my problems.

Good luck!

centreforward, If you haven't yet paid your credit card company for the laptop you can always put a hold on payment to sort of get Lenovo's attention.

steveg47/Brian10161: Thanks for the advice and wishes. I received the email today and have shipped the defective unit back. I'm not holding my breath as to how long it will take to get a replacement unit. I was told it will take from 7 to 10 business days to process and I think I'll double that given the experience so far

I've had Thinkpads for over 15 years (currently using a T61) and there is an expectation of quality associated with the Thinkpad label, though on the Lenovo website there's a write-up on safety and not much on quality. As an ex IBM'er, Let's say I'm disappointed that Lenovo will ship a unit with a defective keyboard and motherboard.

As for the 2nd unit, I'm impressed with the quality of the build(sturdy), screen, battery life, heat levels and performance. The keyboard is chiclet and doesn't have the same feel as a standard Thinkpad keyboard.
A good alternative to ultra protables and a definite buy, as long as it works from the start!

When I call Lenovo support I always demand the rep stay on the line when I wait for the email It has worked well for me, the email never took more than a few minutes to arrive.