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[Lenovo Canada] Thinkpad X1 Extreme Gen 2 $1493.55 (55% off) at Perkopolis

Member
Oct 2, 2016
459 posts
156 upvotes
benzylique wrote: Have you returned your laptop yet? Any issues with the return? I'm thinking of doing the same.
My case is getting a little tricky. I initiated a return case through their online system. They asked me to wait for the return label sent through email. Then the next day I called their customer service and they offered me a replacement and I said ok. I need to return it first of course, and I shall still wait for the return label emailed to me. A couple days ago I received an email with the return label. Now I’m confused if that return label is associated with my return request or replacement request. I sent it out anyway. So I will either get a refund or a replacement. We will see.

But in terms of return, just open a case and select late delivery as return reason. Should be no problem. If you select other reasons related to performance of the laptop they will require a technician case number (meaning you have contacted technical support and return is the only way to resolve the problem).
Sr. Member
Nov 6, 2016
947 posts
910 upvotes
More details on the keyboard issue guys, looks like it's a huge problem not only with missed keystrokes but with characters getting mixed up.

https://www.reddit.com/r/thinkpad/comme ... confidence

I made the mistake of upgrading my ram/ssd and I don't actually have my original ram/ssd anymore to return it (sold it in true RFD fashion). I will be contacting lenovo to hold them accountable to a fix or replacement unit, and I guess I'll just tell them to ship the replacement unit without memory or ssd lol.

So disappointed, this is a huge surprise (it just missed typing the p and I had to backspace). I'm a fast and accurate with the keyboard and this keyboard issue is truly the worst experience I've had.

Edit - not sure if Premier Support is offered by default on this particular model or if it's part of the extended warranty I purchased. Anyway I reached them today and they were very kind on the phone and seemingly taking ownership of this so far. They are investigating and I'll come back to update the thread. Maybe this warranty was worth it after all! They confirmed it is a wide spread issue.

Edit 2 - more on the support and customer service experience. I was speaking with someone from North America and there was no wait in queue, they answered immediately. Seemed very knowledgeable. They also emailed me with the status, ticket number, and the email has their full name and email address, very transparent.
Sr. Member
Nov 6, 2016
947 posts
910 upvotes
For anyone that purchased this system as is experiencing the keyboard problem (missed keystrokes or other strange keyboard behaviour) please help raise awareness by posting to this Lenovo forum thread:

https://forums.lenovo.com/t5/ThinkPad-X ... 36/page/38

If interested in going further, contact support as well. I'm already engaged with support at the "L2" level on the Premium Support line and so far no fix for it. Crazy because this is their flagship laptop.
Member
Oct 2, 2016
459 posts
156 upvotes
Finally received my refund. Took me full 2 months from ordering to refunded.

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