X61 Tablet Bezel Separation – FIXED

November 27, 2007 Post a Comment (140 Comments)

Earlier this year, some of our customers noticed that the plastic trim bezel began separating from the LCD on some models of the X61 tablet and began discussing it in forums here, and subsequently refined the issue a bit more in this thread, and this one here.  Some of our customers shared their observations through comments on previous Lenovoblogs posts.

As we investigated the underlying cause of the issue that affected a minority of the X61 tablets, we advised the community to seek service if they experienced the bezel separation and found the issue distracting.  We also advised that existing repair parts of that time might not provide a permanent fix in all cases, and our engineering teams were working toward that goal.   We appreciated the patience and help provided by those who documented their experiences, and in some cases, shared their systems with us for analysis. Thank you.

We have released a fix in the form of a revised bezel, with thicker adhesive tape designed to compensate for the somewhat thinner SXGA+ display.  These parts are now in stock, and are being applied through normal service routes.  Additional information including service part numbers may be found here.

Customers who have an X61t system with a separating bezel should seek service at this time through all normal channels including depot, onsite, or through business partners depending upon the warranty terms available for their system. 

Thank you once again for your helpful thoughts and support as we worked this issue to resolution.


Posted in Products, service | 140 Comments »

140 Comments on “X61 Tablet Bezel Separation – FIXED”

  • Peng says:
    November 28th, 2007 2:45 am

    I am surprised to see to the underlying cause as you concluded. The thinner SXGA+ screen might make the problem worse, but as shown in the forums, this problem is not limited to SXGA+ models.

    My multiview/multitouch XGA X61 tablet has exactly the same problem. Should I engage service too? Or shall I wait for more investigation?

  • Chris Schilter says:
    November 28th, 2007 8:47 am

    First off – good to hear. I’m having the same issue with my sxga+ screen, though it isn’t too bad yet (knowing about the issue might have kept me from using the laptop in tablet mode more often, though).

    I have a question too – is this solution also available in Switzerland? Any estimates on how long it’s going to take to get it fixed? Thanks for answers :-)

  • GottaBeMobile – Lenovo Announces Fix for X61 Tablet PC Bezel Woes – Tablet PC & UMPC News & Video Reviews, and Tablet PC / UMPC Forums says:
    November 28th, 2007 8:55 am

    [...] If you are one of the folks who has experienced issues with your Lenovo X61 Tablet PC’s bezel separating from the screen, Lenovo has recently announced a fix. [...]

  • James says:
    November 28th, 2007 12:41 pm

    I am glad to hear about this being announced. However, I am hoping the fix doesn’t just involve “more tape”.

  • Andy Lin says:
    November 28th, 2007 12:59 pm

    Glad to see this! So if we engage service now, we should be getting the revised parts?

  • Ken says:
    November 28th, 2007 5:03 pm

    Thank you for providing the bezel fix but please make the following very clear to all of us:

    Will this new bezel have all the labels and LCDs AND the branded name “Lenovo X61″ on it? The reason I am concerned is that people who engaged in bezel replacements earlier than this time missed some of those labels and the branded name? There must not be any compromise in this regard. Please make sure of this or else there will be a new wave of disappointment among the customers who get their bezels replaced.

    I also wanted to bring this to your notice that there is an increasing problem of constantly running fans and noisy hard disks for Lenovo X61 tablets. The technical support doesn’t have any solutions for these problems and the only way they propose to get rid of these problems is to have both the fan and the hard disk replaced, which doesn’t guarantee whether the replaced parts will work without any problems. Threads for this problem can be found here:

    1. http://forum.thinkpads.com/viewtopic.php?t=47018

    2. http://forum.tabletpcreview.co.....hp?t=11295

    Please have a fix for these problems in the next BIOS release. Thank you.

    Ken.

  • Mike says:
    November 28th, 2007 9:43 pm

    I have a multi-touch screen and I am beginning to notice the bezel issue manifest itself.

    My tablet is less than a month old.

  • rock says:
    November 29th, 2007 12:55 am

    Does this mean that if we order a X61 Tablet SXGA+ today, it’ll come shipped with the revised bezel part?

  • Simon says:
    November 29th, 2007 11:47 am

    While it is glad to see that Lenovo has finally found a solution to this irritating bezel separation fix. It is disappointing to hear that the solution does not apply to XGA multi-touch version. My X61t is a XGA Multi-touch version and it has exactly the same bezel problem as its SXGA’s counterpart. Tim, can you advise on what can be done for XGA x61t owners? Will we will able to get our fix through the service channels now?

  • Mark Hopkins says:
    November 29th, 2007 6:34 pm

    All,

    Thanks for the comments here. Let me try to respond to your questions –

    Rock – The revised bezels have been part of new system builds for some time, so all machines ordered through Lenovo directly as custom configs will come with new parts.

    Andy & Chris – service parts should be the new revision. The new FRU, or service part numbers are listed in the tip, found through the last link in my post above. Normal repair times should apply.

    Peng, Mike, Simon – This fix targets the SXGA+ systems, and we will investigate your observations on the multi-touch. We can exchanve email on the details.

  • rock says:
    November 29th, 2007 11:52 pm

    Mark Hopkins wrote: “Rock – The revised bezels have been part of new system builds for some time, so all machines ordered through Lenovo directly as custom configs will come with new parts.”

    Mark, thanks for your reponse. Wow, that is certainly news to me. Here I was, waiting all this time to order one until I got an official word on the fix. I just ordered one last night. I can’t wait to receive it.

  • Tom N. says:
    November 30th, 2007 2:08 am

    Is there any way to find out if the X61 has 256 or 512 levels of pressure sensitivity?

    Thanks

  • Trygve says:
    November 30th, 2007 1:29 pm

    Dear lenovo, if the “fix” is thicker tape then it’s not a fix at all.

    The bezel problem on the X60/61T is due to the fact that the hinge is fastened at the extreme lower end of the LCD rear cover causing a tremendous bending force on this casing.
    Who ever made this construction has no “feeling” at all.

    If the LCD display is used (by applying adhesive tape) to distribute this force it is only a matter of time before the LCD-display will take damage.

    In fact, if the new bezel does not contain metal or reinforced plastic in combination with new screws connecting it with the LCD rear cover it is no permanent fix.

    I sincerely hope you have come up with a real “fix”!

    Have a nice day, Trygve

  • Wyson says:
    December 1st, 2007 8:22 am

    Trygve, the adhesive on the tape could be very strong? If you take a peek through the bezel seperation gap, you can see that the LCD is mounted in some kind of frame/surround. I am guessing the tape will stick to the surround which is designed to be a “structural” element. However, thats all speculation. Its best not to speculate.

    I am sending my X61T in for bezel seperation repairs next week, and as a precaution will sell it on ebay as soon as its returned in good order. You may be right, it might not be much of a fix at all. Frankly, I don’t have much faith left in Lenovo or in any of its products. I will be getting a Fujitsu T4220 instead.

  • Alex Klymov says:
    December 7th, 2007 4:40 pm

    I would like to second Trygve’s opinion. If the screen has only single point hinge attachment (without “force redistribution” metal strip support – that’s what he meant by “feeling” I guess) that means that with the twisting screen into tablet mode and back bottom part of the LCD lid will become bend and so-so cosmetic problem of bezel separation will turn into bottom part of LCD problems real quick
    Providing fix in a form of stronger adhesive for the bezel sounds more like “duck tape car fixing solution”… I understand that production wise it’s the cheapest and fastest but it won’t improve the company reputation in the long run…
    I’m terribly disappointed with this kind of structural design mistake. The tablet is once of the most expensive in it’s class…
    Metal strip secured to the bottom part LCD lid could have been the way to never have this problem in the first place – at the slightly higher cost of mass production of course…

  • Teddy says:
    December 9th, 2007 7:21 am

    We send in a X61t last week because the bezel issue and got it back “repaired”. But after an hour, the problem occurs again!!!
    So, what that?
    1. It was send in to German support – is the fix not available worldwide? Your are a “global” company?
    2. The fix does not fix the problem?

    Really disappointing…

  • Mark Hopkins says:
    December 9th, 2007 11:20 am

    Teddy – Thanks for letting us know. I’ve sent email – if you can reply with your service case number, I’d like to investigate the matter.

    Trygve & Alex – I appreciate your observations, however according to engineering neither the LCD nor the bezel are stressed, structural members of the assembly. Forces from the hinge are distributed throughout the frame and rear cover of the LCD enclosure. The bezel is not structural.

  • Adrian says:
    December 13th, 2007 5:41 pm

    I called IBM parts today (looking for the WWAN + fingerprint version of the new bezel)…not only don’t they have it available, they have no ETA. Any suggestions?

    Thanks

    Adrian

  • Mark Hopkins says:
    December 14th, 2007 11:21 am

    Adrian – Looking into it.

  • Conny says:
    December 17th, 2007 1:41 pm

    I’ve got a brandnew Lenovo X61 Tablet with 1024 Multiview/ Multitouch this week.
    It’s the one with the brandnew 1,8 Ghz CPU in it.

    After one day the “bezel unglue issue” occurred!

    Please contact me, Lenovo / Mark Hopkins.

    Thanks in advance!

  • Mark Hopkins says:
    December 18th, 2007 8:52 am

    Adrian – Sent you email.

    Conny – I’ve sent you an email. Thanks for bringing to our attention.

  • Cheuk Wing says:
    December 20th, 2007 12:32 pm

    Hello, I have got a SXGA+ back in June. I also have the same issue and I am now in Hong Kong. Does the Hong Kong service center has the parts to fix the issue? I want to avoid sending the machine all the way back to the states.

    Please contact me. Thank you in advance.

  • Mark Hopkins says:
    December 20th, 2007 1:47 pm

    Cheuk,

    Thanks for joining the discussion.

    The parts systems should have the correct parts now. I really can’t check stock in advance for each customer before they apply for service at various locations around the world.

    I would suggest that you contact support, and arrange for service. The representative should be able to check stock levels on the appropriate parts and advise you.

    The numbers to call for assistance can be found on our support site here – > http://www-307.ibm.com/pc/supp.....IGR-4HWSE3

  • Adrian Neuhauser says:
    December 23rd, 2007 3:04 am

    Mark, many thanks for the quick response. Is the alternative you suggested the same in terms of new tape thickness, etc (i.e. fixes the gap issue?)

    Thanks again

    Adrian

  • vincent says:
    January 2nd, 2008 12:43 am

    I ordered my X61T two days ago and guess it’ll have to be back as soon as it arrives. I respect Mark’s effort into this issue but seemed like not every one of lenovo’s “engineers” is so keen about this issue, which explains why defective parts continue to arrive even after the problem has been “fixed”. Besides, I really don’t like the white and blue aspirin button(namely, the volume control, thinkvantage and power, and the blue and red strip has been canceled) since the thinkpad has been redesigned. For god’s sake I don’t understand why they have to do this to an otherwise very good looking and noble computer. I know this has nothing to do with quality but every time I look at them, I am only reminded by the feeling of cheap and uncomfortable. I hope someday lenovo can wake up and restore the old style.

  • Mark Hopkins says:
    January 2nd, 2008 11:19 am

    Vincent,

    Sending you an email – I’m interested to learn about your model and where purchased that this condition ocurred. Thanks for your comments about your style / design preferences on the buttons.

    You may be encouraged to note that we previously ran a poll and took note of our customer’s feelings regarding the stripes and David Hill, responded here -> http://lenovoblogs.com/designmatters/?p=172

  • vincent says:
    January 2nd, 2008 5:27 pm

    Thanks for your quick reply Mark, It’s great to hear that lenovo is taking consumer’s opinion seriously. Thanks!

  • Matt Newman says:
    January 3rd, 2008 7:10 pm

    Mark,

    I must say that I am not impressed with my lenovo x61t that was ordered in Aug and received in Sept. I bought it along with the lenovo tablet sleeve which I keep my tablet in 95% of the time. Well, recently the corners of the bezel literally began disintegrating and falling apart. I care for this machine extremely well! It has never been dropped or knocked around. The repair guy knocked this machine around more in the 5 minutes he was in my house than I have since I owned it!

    Well, I purchased the 3-year on-site warranty w/ protection. I had my first experience with the warranty and I can tell that with the build quality of the plastic and your customer service….I am sure this guy will become my new best friend. I identified the part with the rep on the phone and he asked me specifically if my bezel/machine had the fingerprint reader and I told him it did. Well, the service guy arrives today…pulls off the bezel only for me to notice that he was sent the bezel without the fingerprint reader. He then tried to convince me that I really don’t need it…well.. I PAID FOR IT!!!! He calls in and finds out the correct bezel is out of stock and puts the old one back on and he will return to fix it once he gets the part. This is totally not acceptable. I now have a rigged up machine with a half on and falling apart bezel!

    I upgraded to this machine from a 2 -year old Dell. For 2k plus, this has been the biggest disappointment! I would really love my $$ back. Lenovo needs to stand behind these products better.

  • liheng says:
    January 3rd, 2008 7:57 pm

    Hi, Mark,

    As you mentioned in your previous post on Novemeber 29, 2007 @ 6:34, “Normal repair times should apply” to the bezel separation. I called your service line to ask the case number and double checked the turnover time, the gentleman told me that it would take about 5 days to fix this issue. Accordingly, I sent my X61T to your depot on Dec. 28 and it arrived in you Newmarket depot (ON, Canada) on Dec. 31. I called your 1-800-565-3344 today to check the progress. Your service gentleman told me that the part actually is in back-order and he does not know when my X61T will be fixed. Instead of helping me to find out any solution, he gave me a new case number (this is the third one) and told me someone will call me when the part is in. Will you be able to help me somehow? At least I need to know how long I have to wait to have my machine back.

    Thanks,

    liheng

  • Mark Hopkins says:
    January 4th, 2008 12:37 pm

    liheng,

    I am having part stock checked WW. I’m also sending you an email so that you can reply with your case numbers and will see what can be done.

    Thanks for sharing.

  • liheng says:
    January 4th, 2008 12:53 pm

    Mark,

    Thank you very much for the rscue! I have sent my case numbers to you through my email account.

    Best regards,

    Liheng

  • Paul says:
    January 5th, 2008 6:54 pm

    I am delighted that all the feedback in your blogs has lead to some real response and action at Lenovo.
    May I lead you to another major problem concerning the T4x series. I know it is outdated now, but there are still millions of corporate machines out there in the wild which can not be upgraded due to tax related expenditure reasons.

    Ten thousands of people have flocked to thinkpad forums trying to find a solution for that @§!”§$!! fan that keeps running and running while blowing cold air and making us going nuts. There have been a few software workarounds (e.g. Thinkpad Fan Control) that disable to internal controller and regulate the fan, more or less. The problem is that there are only 3 fan speeds: loud, very loud, turbo! Temperature levels are completely inappropriate. Just check on forum.thinkpads.com about 60.000 people who are searching a solution for this ridiculous problem.
    I am even considering downgrading to an old T23 for normal office stuff, because that notebook has at least a silent fan (1000rpm) state. A few colleagues of mine who had noisy T43p thinkpads have refused to get the next cyclical upgrade and have switched to HP.
    Is there any hope for us, or is Lenovo ignoring older customers and focusing only on new customers?

  • Cheuk Wing says:
    January 7th, 2008 9:55 am

    Hello Mark,

    Happy New Year to you, and thank you for your quick respond. I post a comment here on Dec 20th about my X61t and I am located in Hong Kong.

    I have got in touch with the local Lenovo service center, and was told that no parts are available in Hong Kong. He was not able to provide an estimate time of arrival either.

    Do you know if there will be any of these parts going to Hong Kong? I use my x61t daily and hope to have it fixed soon. Thanks for your help!

  • Darren says:
    January 10th, 2008 10:13 pm

    Hello Mark

    I just took advantage of the new fix and sent in my machine to have it worked on. I mailed with the package the revised bezel part number. The day after I received my machine, the bezel separated with the oh so familiar “popping noise.” Each time I open my device it pops as the glue separates from the device. How can I be sure that I received a revised bezel? Please help.

  • Mark Hopkins says:
    January 11th, 2008 1:07 pm

    Darren,

    I sent you an email – hopefully you can share your service case with me as I would like to follow up.

    Thanks for sharing.

  • Kim says:
    January 11th, 2008 6:30 pm

    Hi Mark. Patiently, I have been waiting from September 2007 until now to send in my X61t for a final bezel-fix. Politely, your service employee in Atlanta could tell me that the replacement part FRU 42W3399 was not in his system and if I decided to send in my machine anyway there was no way to tell beforehand what bezel (new or old) I would get. I got a phone number where I could check up on the bezel availability. I am sure a lot of people experience this… Is there an easier way to let us know when we can actually get our separating X61ts fixed?

  • Mark Hopkins says:
    January 11th, 2008 7:20 pm

    Kim,

    As of today, I have confirmed there is stock of this P/N.

  • Adrian says:
    January 14th, 2008 10:56 pm

    mark, are you sure? I’ve tried to purchase the part several times and the system always showed a 6 week wait. Today, for the 1st time, it showed “in stock”. However, I ordered and now received an email saying “We have received your IBM internet order and are sorry to inform you that your part number 42W3399 is currently on back-order do to lack of stock. No ETA is available at this time, estimation time is about one month.” Disregarding the interesting wording (i.e. no Estimated Time of Arrival but a 1 month “estimation” time)…can you provide any clarity as to the stock situation?

    Thanks much

  • James Hunt says:
    January 15th, 2008 9:26 am

    I also have the disintegrating Bezel issue mentioned by Mark Hopkins in this thread. Three corners of the bezel first began to show small cracks and then just fell off. The laptop was under a month old when this began to happen and had been treated with kid gloves. I’ve tried raising this with Lenovo who have accused me of mishandling the laptop and have refused to take the matter further under warranty. I’m absolutely shocked and disappointed at the poor quality of materials used and the level of customer service.

    Have any other users experienced this issue?

  • Kevin Elphinstone says:
    January 16th, 2008 12:01 am

    James: I too have the issue, and so do others.

    http://forum.tabletpcreview.co.....hp?t=11464

    I stumbled across the above link which shows photos of the bezel cracking and coming apart. The photos show what my laptop is doing pretty well – NOTE: they are not of my laptop, just of somebody else’s doing near as exactly the same thing.

    I can live with it until the thing falls apart. My main concern is whether Lenovo will honour the waranty or accuse me of mistreating the machine. Which I have treated pretty carefully in general.

  • James Hunt says:
    January 18th, 2008 11:34 am

    Following my earlier post – Mark followed up on my issue and after a review of the case in conjunction with EMEA support, Lenovo have corrected the fault.

    I have to say I was thoroughly impressed by the fast response and the great service recieved since my post.

    Thanks!

  • Mark Hopkins says:
    January 18th, 2008 12:44 pm

    James,

    Glad to hear the EMEA team resolved things to your satisfaction !

    Adrian,

    Checking again today. Apologies for the mixed signals you seem to have received – the situation appears to be resolved, I would expect the part to ship by 1/21.

  • Ken Getz says:
    January 22nd, 2008 10:32 am

    Well, after 6 months of this (the bezel was separated the day I opened my X61 tablet, when it first was available), and having a repair person out immediately, over the summer with no fix, I finally found out that the fix was available. I immediately contacted service, arranged to have the correct part (verified as 42W3399) sent to the local repair person, and had him out.

    Guess what!? ABSOLUTELY NO CHANGE. The “thicker tape” simply wasn’t there. Actually, it was the same exact installation as the original part. The bezel had the correct part number, but if anything, the problem is worse. It pops every time I move the screen, and there’s a 1/8″ gap between the bezel and the screen, into which all sorts of stuff (including lots of cat hair) manages to find its way.

    I’m hoping the Lenovo folks who are reading this can help (please contact me directly), as I’m pretty sure that unless this is resolved relatively quickly, this will be my last Thinkpad (after a series of 8 over the past 13 years or so). This is totally inexecusable. Thanks. — Ken

  • Mark Hopkins says:
    January 24th, 2008 12:27 am

    Ken,

    I’ve received your email with case numbers and will look into this.

    Thanks for letting us know.

  • Martin Cooke says:
    January 25th, 2008 5:33 pm

    I too have suffered the bevel problem from day 1 (late Nov 2007) and it has been getting progressively worse. At some point, I will need to send it back. However, reading this list suggests that going direct to lenovo technical support has been a problem for many with no guarantee of repair times or false promises of stocks, or simply that the problem hasn’t been fixed. I’m understandably loathe to throw my laptop into that lottery. So, some questions for Mark Hopkins: (i) is now the right time to send it back (I am in the UK)? (ii) what is the maximum time I will be without by machine? and (iii) is the problem really fixed (and if so, why are so many on this list having problems)?

    Thanks in advance

  • Mark Hopkins says:
    January 26th, 2008 1:38 pm

    Martin,

    I’ll check stock in EMEA and advise via email. Assuming parts are in stock at time of repair, prevailing depot and transit times apply. This is really true for any warranty repair.

    In regard to your concerns about the experiences of other customers as expressed here, let me suggest a few points for consideration of them in context.

    1) There are significant numbers of these machines in customer hands WW. Of those, only a percentage may experience this issue, and of those, a far smaller fraction have experienced and noted an issue with the repair.

    2) Only those with an issue are likely to actively seek information about it, or post about it. So, those with troubles are likely to post about them, while those that don’t have the issue, or who received a smooth repair are unlikely to seek this thread and provide offsetting comments – understandably, there is no motivation to do so. This creates a negative bias to the comments. Only the exceptions are in evidence.

    3) Comments accumulate over time, but we tend to read and digest them at once, which adds to the perception that an issue is larger than it is.

    Those points aside, the value in discussing them is to engage directly with our customers and learn immediately of concerns or events that didn’t go as planned so that they can be corrected.

    So, I’m grateful that you found this post, read the comments and have engaged us with your concerns.

    Best regards,
    Mark

  • Juan Sibila says:
    January 29th, 2008 4:17 am

    Mark,

    I’ve been tracking the comments on this post since it was originally posted. Although I have had my own set of issues with repairs on my X61 Tablet, I eventually got my bezel replaced. I just want to say that I’m impressed with the feedback you have given every person in this thread that has had a significant problem. Despite that sometimes the lines of communication are not so clear with IBM support, I am glad to see that Lenovo is dedicated to carrying on the great product that the ThinkPad is.

    Even though Lenovo is a large company, all the feedback you provide to us, the user and customer, makes us feel like you are a small business that regards its customers as the most important part of the business and actually cares about our problems. It is because of this approach and accessibility to Lenovo that I will be purchasing computers from your company for many years to come.

    So to summarize, thank you and keep up the great work!

    –
    Juan Sibila

  • Alain says:
    January 30th, 2008 2:31 am

    I sent my Tablet over new years and I got it back fixed in less than 2 weeks. I was really impressed.

  • Esther says:
    February 3rd, 2008 1:52 am

    Hi Mark,

    I ordered a X61T through Lenovo’s website on 12/31 and the first estimated shipping date was 1/24. I thought that was a long time to wait, but I waited it out, and on 1/23 I checked the order status again and the estimated shipping date had changed to 2/18!!

    Is there a reason for such a huge delay in shipping X61T’s? I ordered an SXGA one, so could it be that they’re trying to make sure I won’t experience the bezel issue that so many people have experienced? I’m really hoping to get a good machine in return for waiting so long (e.g. no bezel issue, no dead/stuck pixels…).

    What I don’t understand is that some people in the tabletpcreview forums ordered their X61T in January and received it in January (~2 week wait). They probably ordered the MT/MV screen though, which I heard ships faster.

  • Drake says:
    February 3rd, 2008 4:53 am

    Hi Mark,

    just wondering what is the status on the investigation on the X61T Multi-touch?
    My unit is also now showing the extreme signs of the bezel problem….I can hear the
    popping sound when I open up the tablet and I see roughly 2-3mm separation already;
    note: I had my unit since July 2007 and saw problems of separation after 2 days but
    was not really bother by it until now.

    Will there be a permanent change of the bezel design because really to me it seems
    more like a mechanical design fault on the units. If go into tablet mode, I can clearly feel
    a hard bulge near/on the “L” corner of the hinge; its on the side where the directional
    button lies. Sliding through my hand on the bezel to feel for “levelness”, I can definately
    say that it is not level. I can feel a slight hard bulge/bump and I believe after long use in
    the tablet (or even just opening and closing the lid) mode will cause build-up pressure to the bezel thus causing the separation.

    Would really appreciate to know what is the conclusion and when will the fix for us
    who have the multi-touch be officially available world wide.

    Also since there has been no official fix for the multi-touch, what would be you advise
    to us multi-touch owners? Should be approach the service centers for a fix or wait
    until an official world wide fix is available?

    Thanks and regards,
    Drake

  • Esther says:
    February 3rd, 2008 7:45 pm

    Hi Mark,

    Sorry, I have another question –

    I read somewhere that the G4 screens used in the SXGA X60t’s do not experience the bezel separation issue that the G5 screens in the SXGA X61t’s do. Would it be possible to ask for a G4 screen? What is the difference between the two?

    If you need my customer number, I can email it to you privately. Thanks for all the help you’ve provided Lenovo customers! I was really tempted to cancel my order and purchase the new Toshiba M700 instead when my shipping date was delayed by nearly a month, but I want to give Lenovo a chance despite all the bezel issues because of my great experience with my current Thinkpad X40 (non-tablet).

  • Mark Hopkins says:
    February 4th, 2008 12:15 am

    Esther,

    Sending you an email, so you can reply with order number.

    Drake,

    Sent you an email.

  • Drake says:
    February 4th, 2008 8:48 am

    Hi Mark,

    thanks for the email. Have sent you my reply and also some
    pictures of the bezel separation on my unit.

    regards,
    Drake

  • Jason Nigro says:
    February 4th, 2008 5:19 pm

    Mark

    I sent my X61T in the beginning of the year to have the bezel repaired. I was returned in 3 days, much sooner than I expected. Unfortunately, the bezel is separating again. I think they installed a double sided tape that isn’t adhering to the screen. Is this the fix for the X61 T or has it been repaired incorrectly?

    Sincerely,

    Jason Nigro

  • Esther says:
    February 4th, 2008 8:42 pm

    Hi Mark,

    I didn’t get your email yet…perhaps my email address was spelled wrong (people tend to forget the h).

    You can just delete this comment after you read it – my order number is 2CJ1JL and my Estimated Ship Date still says 2/18 for the X61t (2/06 for the dock).

    Thanks in advance! I’m so paranoid about getting a lemon, it feels like I’m taking a big risk…(I really don’t want dead pixels or the bezel issue!)

  • Mike says:
    February 6th, 2008 10:25 pm

    Hello Mark
    Can you please reply publicly to Drake’s question (Feb 4th, 2008) about permanent design change to fix the underlying issues? Your answer will directly influence whether or not we purchase several x61 tablets with multitouch screens.
    Thank you.
    Mike

  • Mark Hopkins says:
    February 8th, 2008 5:34 pm

    Mike,

    Nothing like putting a guy on the spot, eh….?

    Drake and I traded email, and he provided some really good pictures. Unfortuneately, he’s located around the world from me, and it’s not looking like a good opportunity to have a look at his unit first hand – I’ve referred him to service to have this part replaced and trust he will keep us posted, and he has my email if he needs help.

    I have no visibility to further changes to the product at this time.

    I really can’t advise you on whether or not to buy the system. Personally, I don’t believe the bezel is any more likely to detach on the XGA multitouch then any other issue that could potentially occur with any system.

    I personally use a SXGA+ tablet every day now, having migrated from an older T43 and really like the system a lot.

    I think you have to look at this purchase carefully, and if you decide to purchase the tablet, you do so based on the design, performance and features of the unit. There are too many possibilities to promise anyone that they will never have an issue of one kind or another.

    I wish you the best in whatever you decide Mike.

  • Mike says:
    February 8th, 2008 9:23 pm

    Mark
    You have to admit there are more than enough consistent comments about the bezel issue on this forum and on others to warrant concern.
    There have been some who have reported that even the thicker tape does not seem to do it and many reported in the past that within a few hours of opening the box, that the bezel was clearly separating due to a design flaw, presumably with the thinner tape.
    A post on another site reported that Lenovo had modified the design by inserting a screw through the bezel near the problematic hinge.
    I am asking you if you know if there has been a significant design modification in the x61 tablet with the multitouch screen.
    As to making promises, that is what a guarantee is all about…you guarantee that the product as advertised is what is delivered. Design and production mistakes do happen, but when they do, battery manufacturers and auto companies issue recalls and take care of the basic problem.
    By comparison, I have owned 2 Panasonic Toughbooks, the most recent a CF-29 that is built like a tank. I have never dropped it or tried to run it over with a Humvee but as to design integrity, there is no question. Everything fits together and has stayed together for more than 3 years of constant use.
    So please make your best attempt to answer the question…has there been any significant design modification based on the significant number of specific issues related to the bezel? For instance, if there is now a screw in addition to the thicker tape, that would likely make a huge difference.
    Thank you.
    Mike

  • Drake says:
    February 10th, 2008 11:50 pm

    Hi Mark,

    well just dropped my unit off to the service center…..took while though to explain the bezel separation to the service people, ha ha, they were kind of reluctant to take it in. Had show them the blog and search for the bezel issue, the SXGA+ one though, on the Lenovo site to convince them to take it in for servicing.

    Here’s to hoping that they can permanently fix the bezel problem on my Multi-touch……

    regards,
    Drake

  • Drake says:
    February 12th, 2008 7:51 am

    Hi Mark,

    just picked up my unit back….so far looks good. Bezel is now glued back onto the LCD (no more popping sound yay!). Don’t know the details of the fix that was applied by the service center but to me it seems like they may have applied some extra layers of taping too. I’m guessing probably to even things out the area where my bezel separation occurred.

    Running my fingers across the edge line of the bezel to the LCD, the bezel does feel slightly thicker/harder than previous. So I am assuming there is some slight added layer.

    But so far I am pleased with fix and hopefully there will no problems with the bezel in the next couple of days/weeks/months of usage. I’ll keep you posted on my unit status though.

    Thanks and regards,
    Drake

  • kate says:
    February 13th, 2008 11:01 pm

    Have sent X61 tablet for warranty service twice to deal with bezel.

    Frist time they replaced my SXGA+ with a VGA! Did they think I wouldn’t know??
    Second time I got it back, the bezel was still unglued at bottom AND I have a new problem. There is a physical separation of plastic at wireless antenna on right side and an annoying clicking sound when I move the display … and being a portable unit, it moves a lot during teaching! $2400.00 and I have a 4 month old laptop being held together with electrical tape.

    My job is to advise on technology purchases for a college. I used to push this tablet. I also have an X41 … love it!! When I do a presentation next month within the college system I work in on using tablets in the classroom I will have to remove the x61 from my list of recommended products. It will be hands on an the X61 will be passed around so they can see and touch … but what they hear will be the most revealing. I had hoped to have it fixed but it only got worse after sending it in for work. I think I’m too scared to try again!

  • Mark Hopkins says:
    February 14th, 2008 5:21 pm

    Kate,

    I sent you an email so you could share your service cases. These things should not happen, and you should have complete confidence sending a system in, knowing it will be fixed properly the first time.

    I certainly want to help you get these issues addressed.

    Thanks for sharing your experience with us.

  • Esther says:
    February 21st, 2008 3:10 am

    Hi Mark,

    I received my tablet last week and I’m quite happy with it. I actually did discover a slight bezel issue today – the bottom of the screen near the hinge does come off slightly and the white glue fibers can be seen (I thought it was dust at first). However, it’s not that big of a problem and I wouldn’t have noticed it if I hadn’t been looking for it. I don’t think it needs any repairing right now. I think it’s due to the high heat around that area (my laptop heats up a lot around that edge when running on AC power, and it also heats up quite a bit on the palmrests. I’m using a Thinkpad fan control program to keep the fan going, but it’s only helping minimally – the cpu temperature stays around 55°C. Does your tablet heat up a lot? I’m barely running any programs – just OneNote and Google Talk and Firefox at the moment.

    Other than that, I’m VERY happy with Lenovo customer service, especially with you and Scott helping me with my situation and getting my tablet to me in less than a week (2 day shipping from Shanghai!). I really appreciate it – thanks!

  • Gray says:
    February 22nd, 2008 8:27 am

    Mark,

    Thanks for taking the time to help address this issue – it’s clear that you care about customer satisfaction and stand behind your products. I will share my experience with the x61 with the group.

    I purchased the x61 in October 2007 from Microcenter and noticed the bezel issue about a week later. I traded it in for a replacement x61 tablet that soon had the bezel issue as well. I returned the unit to have the bezel replaced, and that separated within a week. I returned it again to have the bezel replaced a second time, and that separated within five minutes in tablet mode, which was quite surprising.

    At this point, I am looking into another replacement unit or a different model tablet (Toshiba or HP). I really like the x61 otherwise, but the bezel issue has caused me a considerable amount of trouble. The staff at our local Microcenter has been very helpful and responsive, but unfortunately the replacement Lenovo parts have not provided the solution.

  • Donald says:
    March 1st, 2008 11:17 am

    Hello,

    I’m not sure if this can be fixed or not. I bought the X61T with the MT/MV about two months ago. I’ve been really impressed with the tablet and the X61T in general. Pretty quickly I noticed a bit of separation (2-3mm) and a popping sound when I opened the tablet. The separation is much more prominent in tablet mode. Anyways, I waited to address the issue because I was using the computer for work.

    I phoned support and they were great, a box was sent out and arrived at my place the next day. I had the computer back within two days (amazing) but much to my disappointment, the separation persisted. I’m not even sure what they did. On the form which accompanied the computer, it said that “plastic part” replaced. However, still separation, still popping sound.

    I phoned customer support immediately and he initially said the repair wouldn’t be covered under warranty. However, after about 10 minutes of silence, he asked if I wanted a box sent out. I tried to ask if this was a common problem or if it was able to be fixed, and he didn’t respond. Anyways, the box is being sent out.

    As you can imagine, I’m quite frustrated with all of this. I use my computer every day and it’s crazy that I have to be so concerned every time I open the top. I hope the issue can be fixed. I think it’s a simple request to have a brand new computer functioning normally.

    If anyone has any suggestions, please let me know.

    Kindest regards,

    Don

  • Mark Hopkins says:
    March 2nd, 2008 8:16 pm

    Don,

    I’ll send you an email so you have an easy way back to me. Could you share your past and present service case numbers with me?

    Thanks.

  • Donald Griesdale says:
    March 3rd, 2008 12:38 am

    Dear Mark,

    Thanks for your quick reply. I’ll look forward to your email and I’ll send those service case numbers to you.

    Kindest regards,

    Don

  • Donald says:
    March 3rd, 2008 3:00 pm

    Dear Mark,

    The box to send my X61T has arrived. Should I send it in to the Memphis center? Looking forward to your email.

    Take care,

    Don

  • Jon says:
    March 4th, 2008 2:12 am

    Sorry to say it – but I’ve heard far too many customers share far too many complaints about this issue. I have been saving up to buy a new tablet for a couple years now, and when the x61 first came out I decided I wanted it. The reviews were flawless…for awhile. I can’t believe that something this big hasn’t been recalled. Just suck it up, order a recall and have a bunch of happy customers that feel they’re taken care of rather than a lot of customers getting sick on sending their machines in again and again.
    Sorry – I don’t want to risk that experience. It’ll be the M700 for me.
    Your loss, Lenovo – and I sincerely doubt I’m the first to make this decision.

  • Mark Hopkins says:
    March 4th, 2008 4:25 pm

    Jon,

    Thanks for sharing. Sorry to hear we may lose you as a customer, and if you go with another well received tablet like the M700, I certainly hope it serves your needs well.

    The updated bezel parts have been used in new build since late last year, so the chances of experiencing the problem on new build are statistically quite low. Obviously there are posted exception stories. We also continue to work to resolve the issue for the minority of customers who experience these symptoms in the field. It does bother me that some customers have experienced a repeat failure. This should be 100% resolvable the first time.

    We have analyzed some repeat occurrences and found the correct parts and procedures were not consistently applied. We will continue to work with our service network to improve our consistency for this repair.

    While I certainly appreciate your point of view on the opportunity to be proactive, I suggest that recalls in practice are not a panacea – there is no compelling reason to send machines that may never have this issue in for service. To do so creates an expense and customer inconvenience needlessly. Service is available for those that need it.

    I do appreciate your feedback concerning how this issue has affected your perception of quality and confidence in purchasing it.

  • Donald says:
    March 17th, 2008 12:28 pm

    Dear Mark,

    I just wanted to publicly thank you for all your help. The computer looks great and the bezel separation appears entirely resolved. More importantly, it was a pleasure to deal with someone who obviously cares about their products and customer satisfaction.

    Kindest regards,

    Don

  • Snife says:
    March 17th, 2008 6:14 pm

    Jon, seriously? a product recall for a slight gap? thats insanity and I dont see how that would benefit anyone. Lenovo will fix the issue if it occurs – i dont see how you could expect more. Yes it was a bit annoying but its hardly a major issue and it didn’t affect usage. If you dont understand that faults can occur then your going to be disappointed with any system you buy.

    I look forward to reading your blog post when you realise that maybe basing a computer purchasing decision on such an insignificant detail is not the best idea and how much more of a pain it will be not having a TrackPoint on your M700.

  • Wyson says:
    March 18th, 2008 7:02 pm

    Snife, on some X61T’s, it was far more than a slight gap. I thought the bezel on my X61T was going to break every time I opened the lid. The seperation made the plastic bow significantly. You could peer down into the gap and fit a couple of stacked quarters down there without much trouble. The loud cracking noise didn’t do much for psychological comfort either.

    I sent my X61T in for the official bezel fix, which improved the problem 70%. That wasn’t good enough in my book so I am now the owner of a Toshiba M700, which ironically also has movement in the bezel!

  • Tablet pc lover says:
    March 24th, 2008 5:18 am

    Hi Mark,
    I absolutely adored the Thinkpad X61T tablet when I saw the reviews. I was almost going to buy it but held back because of the myriad of issues surrounding this tablet.

    I must say that – The issues that have affected X61 T are very disappointing because they seem to be design issues. I am sure you guys have the experience and the technology to deal with these so called minor issues once for all.

    I can tell you what a tablet means to a customer. It is sometimes the savings of a couple of years and sometimes almost a dream. And after a lot of research you finally buy the object of your desire to increase your productivity. Then suddenly that great object of your desire rather than improving your productivity becomes a source of constant concern and nuisance. Imagine the number of hours wasted in worrying about the problem sending it back and then being afraid to use the machine again for the fear of your dreams shattered again.

    I am sure hiking price by a few hundred dollars is going to hurt much lesser than this psychological trauma and huge wastage of time and productivity that some customers have to undergo.

    Future- I am waiting for the Lenovo X62 T tablet and hope that the design on that one is going to be worldclass.

    I am no engineer but a customer who would love to buy a good tablet. And if you really want to improve your tablet please listen to your customers.

    Though I have bought a Hp for now I would love to see Lenovo prove to the world that the thinkpad is still the best.

    With regards and best wishes for the world’s best tablet PC,

    from Tablet PC lover.

  • Wyson says:
    March 27th, 2008 2:38 pm

    I should mention, that although my Toshiba M700 has movement in the bezel, it isn’t enough for question marks to arise over the build integrity of the machine. I definitely feel I got my monies worth with the M700. This wasn’t the case with my old X61T… I felt cheated using that machine. It felt a bit like leaving an expensive restaurant, having payed top dollar for a badly done meal with corked wine.

  • Daniel Charland says:
    April 1st, 2008 2:09 pm

    Hi Mark,

    I just purchased a fully equipped and slightly used X61T (probably from one of the many frustrated owner) and unfortunately, sinve I have it, I can also ear the freaking poping sound when I open the bezel. Since last week, I can also see the small gap formation over the hinge. PFFFFFFFFF.

    Despite the fact that I find this is a terrific machine, the only thing I can add is that I am very disapointed so far. I would like to know what is your percentage of success when you take back a unit for bezel repair? I won’t have any problem sending the unit for repair ONE TIME but I assume the unit to be repaired during this service call. It is a known problem with a proven solution (I hope).

    Regards

    Daniel

  • Mark Hopkins says:
    April 1st, 2008 2:58 pm

    Daniel,

    Having watched the procedure, examined a number of parts, and a few systems that weren’t properly repaired my opinion is this:

    When the right level parts are used, and applied properly, this issue is resolved 99% As evidenced here, the world is a big place, there are many countries to provide service in, and many people who provide service, in many ways – through BPs, onsite, and through repair depots. The parts network is large. Add up all those variables, and the possibility for exceptions do exist. People post the exceptions here, and in the forums. The issue is still obviously out there, but I believe is trending down, reflective of it being resolved.

    The last customer looking for help, as an exception here was a month ago (see Don’s comments above). Certainly there are a few here who have decided this wasn’t for them, or wasn’t worth the hassle. I’m sorry that we disappointed.

  • Ilya says:
    April 1st, 2008 7:45 pm

    Hi Mark,

    My multitouch XGA X61 tablet also has the bezel separation problem. I took it to the depot in Israel three months ago. The technician didn’t fix it and told me that they just don’t know what to do since the published fix is only targeted at SXGA+ screens.

    I asked him to take photos of the problem and he did that promising me that they would inform me whenever they have any clue how to fix it. Unfortunately, three months after this discussion I didn’t get any response regarding this issue.

    Every time I open the lid I hear the annoying pop sound and the separation is well visible. I spent a lot of money on this machine and I want the quality I deserve.
    I will be glad to hear any suggestion you may have to fix this issue.

    Thank you,
    Ilya.

  • Mark Hopkins says:
    April 4th, 2008 6:22 pm

    Ilya,

    I can understand how that would be an aggrevation. Email sent.

  • MikeM says:
    April 16th, 2008 6:33 pm

    Mark, thanks for being open about this problem and allowing public discussion, which is obviously potentially embarrassing for Lenovo. It also sounds like you are having to spend a fair amount of time fire-fighting this, when I’m sure the responsibility lies elsewhere….

    Anyways, this is just a reminder that the X60T SXGA+ had possibly a more serious problem, which – AFAIK – has not been corrected.

    My model started to get the ‘wobbly’ bottom third of the screen, which was briefly cured by progressively stronger bulldog clips on the bevel, until even that failed.

    I have a 3yr global warranty, but as I am out of the country of purchase, I had to spend USD140 to ship to the service center. It was repaired and returned very promptly.

    5 months later, the problem has returned – and the screen is just at the point where it is becoming unusable.

    Your comments above all relate to the X61 – have you equally good news about the X60 issue? Or am I going to spend USD140 to send it back to the service center again, only for the situation to repeat?

    I work in the City, and reckon that at least 1000 high net worth individuals have seen my X60 needing bulldog clips to keep it together – logic would suggest that a fair proportion of them must have hesitated to put Lenovo as their first choice when buying their next laptop as a result.

    Lenov as a company have not handled this issue at all well from a PR point of view, IMHO.

  • Mark Hopkins says:
    April 16th, 2008 8:03 pm

    Mike,

    The bottom 1/3 screen issue is a separate issue from the X61t bezel separation issue I was blogging about . I don’t know the timeframe of your repairs, but we did go through a period of working on the LCD issue (which when you pinched the edge of the display the problem went away).

    I understand that current stock of the LCD and cable components will positively resolve the issue. I’m sending you an email, and would like to work with you since you’ve already had a prior repair for this problem.

    Thanks for sharing your thoughts – this certainly isn’t the experience we want for our customers.

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    April 21st, 2008 2:01 am

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  • Renato says:
    April 22nd, 2008 11:11 pm

    Hi Mark:

    Unfortunately, I too have a multitouch XGA X61 Tablet with the bezel problem. The popping started last week and the gap between my bezel and my LCD is becoming more visible by the day.

    I’m in Canada and I’m returning to school in a couple of weeks. I really want this problem resolved before I resume my studies.

    Hoping for your help in this matter,
    Renato

  • Aaron L says:
    April 27th, 2008 12:30 am

    Hi Mark,

    thanks for taking the time to respond to individual comments on this site.

    I have the problem that in November I sent in my X61 tablet SXGA+ machine in for repair to the bezel which was coming unstuck. Problem is, the depot sent back the machine with sticky finger marks all over the display, and worse, with the corners chipped in three places, and a crack in the bezel around the screw area in one corner. And now the bezel is coming unstuck again. Is there anything you can do to resolve this? Thanks

    Aaron

  • Mark Hopkins says:
    April 28th, 2008 4:34 pm

    Renato,

    I believe service should be able to resolve this. Try giving them a call.

    Aaron, I’ve sent you an email – sorry to hear about your complications.

    Thanks for sharing!

    Mark

  • Wook says:
    April 29th, 2008 8:30 pm

    Dear Mark,

    I have been shopping for a tablet for sometime, and strictly based on my needs, I have narrowed down my choices to the X61t and another. I am under the impression that the efficacy of bezel-related repairs at the depots have improved dramatically (i.e. 99% success rate). While this is a good trend, could you tell me the rate of bezel-related issues occurring from newly manufactured screens? I am assuming that Lenovo has made the obvious corrections at the manufacturing end.

    While I am aware that this topic has been “forumed” to death in the past, could you please comment on whether the bezel-related issues are biased towards either of the SXGA+ or MT/MV XGA screens? Again, I am referring to newly manufactured screens at the present.

    As you can infer from my email address, my workplace has a good business relationship with Lenovo in addition to an on-site Lenovo repair facility. Even under such favorable conditions, I am quite hesitant to purchase the x61t.

    Your comments will significantly influence my decision, and I am sure those of other potential purchasers as well, who are also curious about the CURRENT state of affairs as we gauge the x61t to other competitive tablets in the market today.

    Best regards,
    Wook

  • Y says:
    April 30th, 2008 11:09 pm

    I just purchased a Superview SXGA+ x61t a couple of days ago and would like to know if the bezel problem that seems to be plaguing this model has been resolved. If so, how was it resolved? Finally, I purchased the 2 year on site warranty — will I have to send the laptop to the depot to be serviced if the bezel problem were to appear?

    For people who have already had this problem with the x61t, has Lenovo fixed your bezel permanently or at least to your satisfaction?

    Thanks!

  • Mark Hopkins says:
    May 1st, 2008 5:33 pm

    Y,

    We believe the issue has been addressed as per my initial post here. In the early stages of deploying the revised bezel with improved tape, we’ve worked through minor inconsistencies in how various service channels and providers applied the part, and in ensuring the proper level of part (the new part numbers) were applied. I expect that comments will continue to accumulate here, and that forum threads will continue at a reduced post frequency.

    Maria,

    Reality is that we had a short run of bezels which exhibited brittleness and manifests as the chipping corners. This issue affects far fewer customers than the delaminating bezel issue that accounts for the bulk of the discussion here. Service should replace the bezel for you as a warranty item, and the new bezel, being the revised part should not have the delamination issue. I hate to hear about duck tape solutions, and hope you will be able to co-ordinate with service to take care of this during an off peak time. I would give service a call at your convenience.

    Best regards,

    Mark

  • Maria_A says:
    May 1st, 2008 5:55 pm

    Hi Mark -
    I have a X61t SXGA tablet, purchased last June, received in August. I have been *thrilled* that it doesn’t have the bezel problem. Unfortunately, I noticed in January that two of my corners were crumbling; noticed it in fact when one crumbled between my fingers as I tilted the screen (I’m not a ham-handed oaf!). The 3rd corner had a crack which has since crumbled off. All three are large enough to poke a chopstick into. The 4th corner (fingerprint corner) is fine so far.

    In no way has this tablet been bumped against *anything*. In fact, the position of the weirdness (inside screen-side bezel only) would indicate that there’s no way that the locations could be touched while in a normal closed position, as the outer corners are pristine. One of the gaping spaces on the bottom is practically impossible to bump into, and I didn’t even notice it initially because I never use this in locked-down tablet mode (mostly tabletop presentation or laptop style).

    My fears are threefold: 1) that when I present the damages, I will be told that I caused them (which is patently untrue); 2) that a new replacement bezel will develop a gap problem (or crumble again); and 3) that since I’m moving permanently in 4 months (right as my one-year protection ends) that my repairs could potentially be delayed to the point that my tablet will be lost between my addresses.

    How can I protect myself against these three things? This doesn’t even take into consideration how I’m going to get work done (I have a side business and this is my sole computer) in the interim. I’m tempted to just ghetto tape the chunks back in and shrug it off, except that clients view this PC in my office and it already looks terrible enough. I noticed that you haven’t commented much in this page about the crumbling issue; please advise on how best to handle this situation. – Maria_A

  • Doug says:
    May 28th, 2008 8:48 pm

    Hi, This was very helpful.

    I have a slightly different issue that maybe someone can help me with. I have an X61 Tablet that gets so hot on the bottom left side when looking from the top that you cannot touch it. It has discolored wood surfaces. Then at other times it seems normal.

    I called for repairs and they sent someone out to replace the fan. They took everything apart (very scary) and the case never seemed to fit afterwards.

    Soon afterwards the hot bottom was back.

    I called again and they ordered a bunch of parts, MB, Fan, new lower case (the other has a slight bubble near the heat spot).

    A week later they finally came out to fix it and after having parts all over my dining room table they couldn’t get the wireless card and the card next to it off the old MB, (I suspect the screws were welded because of the heat), and they had to put it all back together with all the old parts.

    They said they would have to order the two cards.

    I have had 6 thinkpads over the years. This x61 frankly is like a car that was in a wreck. Regarless of how it looks it will never be the same. It has been taken apart twice and soon to be a third time.

    How can this be resolved without my having to entertain another technician for 3 hours and not have a violated computer.

    Any help is appreciated.

    Thanks,

    Doug

  • John says:
    June 1st, 2008 8:57 pm

    Mark,

    I can see that you’ve been very approachable and helpful on this issue, so I’d like to ask for a definitive clarification: is the delaminating bezel issue fixed for the XGA screens as well? Because my XGA-screened X61t has the delaminating bezel issue, and I would like to get it fixed before the warranty period runs out. I have had one past experience with IBM support for a failing LCD cable, which was pain-free and the issue has not reappeared, but I would just like to make sure that if I do send in my tablet for this delaminating bezel repair that it will be permanently fixed.
    My X61t, model 7764CTO, was shipped to me on June 20, 2007.

    Thanks in advance,
    - John

  • Mark Hopkins says:
    June 2nd, 2008 1:48 pm

    John,

    There has not be an update to the design of the XGA multi-touch bezel as the volume of occurrences fall at or below what might be considered “normal” incident rates.

    In most instances I’m aware of, a satisfactory and durable repair was made using a new bezel part, cleaning the LCD thoroughly, and applying the replacement bezel.

    In observing some parts that we replaced, I note that sometimes the adhesive “tape” along the bottom was not aligned at the edge, and was shifted down on the plastic, as a result, only 1/2 the adhesive contacts the LCD and the delamination occurs. If the tech checks the new part and installs in properly, all should be well.

    Mark

  • Conny says:
    June 2nd, 2008 5:06 pm

    Hi Mark,

    we mailed some month ago.
    The tech changed the bezel of my XGA X61T last week.
    Now the ’sticker’ with the lenovo X61 tag in the left lower corner of the bezel is just a mess.
    There did not come a new Sticker with the new bezel.

    I called the lenovo support.
    But they say there is no Part number for this sticker. So they can’t send me a new one.

    The old messed up sticker just looks horrible on my brandnew X61T.

    Please help me!

    Contact via mail.

    regards

    Conny

  • Jerry says:
    June 14th, 2008 9:20 am

    Hi Mark,

    I purchased an X61 tablet with multitouch screen last August. Though I purchased my computer in the United States, I am studying in Taiwan over the summer. Last week, my hinge became extremely loose (which I suspect was related to the bezel separation) so I brought my notebook in to a local Lenovo service center to get it fixed. After the technicians inspected my machine, they told me that both the hinge and the bezel would have to be replaced at cost, even though my computer is still under warranty. I told them that this repair should be covered under warranty (considering the above article), but they said that they had no say in the matter, and would have to file a complaint to the main corporation, which would contact me. Because I need to use my computer for class, I spent approximately $100 USD to fix the problem, hoping to be reimbursed for it later. However, it has been about a week, and I have not yet been contacted. Is there anything I can do in this situation? Please contact via e-mail.

    Thanks,
    Jerry

  • Mark Hopkins says:
    June 16th, 2008 7:48 am

    Jerry,

    I will follow up with you via email today and see what can be done about your situation.
    The bezel separation issue is not a mechanical one – i.e., it in no way affects the hinge or operation of the system.

    Unless there are signs of physical abuse through dropping, or other impacts, I would expect both of these items to be addressed as warranty. As I don’t have first hand knowledge in your particular situation, it is not my call to make. However, I agree that we should look into your situation and see what can be done to resolve equitably.

    Thanks for bringing this to our attention.

    Mark

  • Dax Atkinson says:
    July 14th, 2008 2:27 am

    Dear Mark,

    First, thank you for your direct customer support.
    I apologize if there is a more appropriate channel for assistance, but yours has appeared to be the most accessible.

    I received my x61 tablet in April after much saving and waiting. Unlike many, I made my purchase aware of the dreaded bezel issue. Following Lenova’s response, I was under the impression that products ordered as late as March would follow new procedures…
    Sadly I began to see separation begin after the initial month of ownership.
    I was also very interested to read Maria_A’s comments above as I have also experienced -to much shock and horror- the “crumbling effect” of one corner (next to the fingerprint reader).
    Like Maria I can also attest to my handling of new electronics with kid gloves (the most highest-rated sleeve I could find was special ordered to ensure maximum protection inside my bag) and would definitely have recalled any bump to warrant such damage. The corner has been patched back together, but I am wondering if this is something warranty will cover (as I eye the other corners with trepidation).

    On the positive side, the machine runs wonderfully, and has been a priceless aid in my studies. Classes will be out through August, giving me a window of opportunity to resolve these issues. I am actually studying in Tokyo, and was wondering if the service centers here will see to these repairs?

    Your time and help is greatly appreciated!
    Thank you,
    Dax

  • Mark Hopkins says:
    July 14th, 2008 8:59 am

    Dax,

    You should be able to receive service in Japan – I assume you infer your system was originally purchased elsewhere, US perhaps? I’ll send you an email so you can reply in private, with some additional details on your system and order.

    Thanks for letting us know.

    Mark

  • Sohail says:
    August 14th, 2008 4:26 pm

    Dear Mark,

    I am experiencing similar problem with T60 tablet PC in Islamabad, Pakistan. I took it to the local IBM partner and they told me that, “Its not a problem, its supposed to behave like this” :)

    Since I am one of very few people in this part of world to be using a tablet PC so I very much doubt whether the local IBM partner has any information about all this. I am glad to have found this page. I can now take the print out of this information to them. The technician told me that this is the second time he has seen a tablet PC :)

    Another problem is that I am the second owner of this machine. Not knowing about the need I did not get the original proof of purchase. Can you suggest remedy? Can I get a duplicate invoice? I am willing to upgrade my warranty if that is one of the options.

    Thanks

  • Mark Hopkins says:
    August 14th, 2008 9:01 pm

    Sohail,

    Thanks for your comments – glad this blog post could be of some help to you. It certainly has continued to draw comments longer than I expected.

    I assume you mean an X60t tablet? While this post concerned the later X61t, it is possible for an earlier bezel to come loose, just not as likely. I’ve sent an email so that you can share your system information, and I can provide some more specific advice.

    Mark

  • Sohail says:
    August 17th, 2008 12:56 am

    Yes, my machine is an X60 Tablet.

    The working of my machine is fine till now. It does not make a pop-up sound or anything. It looks fine as long as the screen is making an angle of less than 90º with the keyboard (during laptop mode) but the stretch (and glue) starts becoming visible as soon as I extend the angle (or decrease it, in case its turned around and is in tablet mode).

    The stretch (and the glue) become most obvious when the screen is in tablet mode and is flat with the keyboard.

    I have stopped turning my X60 into tablet just to prevent from anything worse to happen.

    I have replied to your email with the type and serial. I hope it hasn’t gone in your junk folder. I guess you will reply once the weekend is over.

    Thanks for the wonderful job that you are doing on this Blog.

    Sohail

  • Sohail says:
    August 22nd, 2008 12:28 am

    Mark,

    Did you get the emails that I sent in reply to your email?

    Sohail

  • Sohail says:
    August 26th, 2008 7:25 am

    Why this forum is suddenly dead?

    Why no one is responding to my posts/emails?

    The problem with my tablet PC aside, I am feeling strange because of sudden silence after such warm welcome and words.

    I am getting worried about the well being of Mr. Mark. He is such a nice thinkpad enthusiast. I hope he is just fine and away for holidays.

    Regards, Sohail

  • Nonny says:
    August 26th, 2008 9:05 am

    Sohail – Why not just use the forum at http:\\forum.lenovo.com instead of trying to solve this problem using comments in an old blog posting? The forum is quite active.

  • Mark Hopkins says:
    August 26th, 2008 9:30 am

    Sohail,

    Yes, I did receive your email and thought I had replied…perhaps it didn’t make it through.
    I feel confident that your system can be repaired easily enough.

    Your particular location may be the only challenge. You could contact one of the phone support centers in a neighboring country, and they could help you with finding the nearest service facility and / or advising you on shipment of your system to the nearest service depot.

    Here is a link to our support site page with all the contact numbers and countries.
    http://www-307.ibm.com/pc/supp.....IGR-4HWSE3

    You may also wish to explore our service provider location page, which will help you find Lenovo authorized service providers by geographic area.
    Here is the link -> http://www-307.ibm.com/pc/supp.....R-44986#ct

    Please let me know after you try these things if you are still unable to reach service for help.

    Mark

  • Nick says:
    September 6th, 2008 1:35 am

    Mark,

    Do you have knowledge if the bezel issue on the X61t currently being built has been fixed? I was hoping to place an order soon, but was worried about the bezel problems after reading hundreds of posts regarding the problem.

    Also, do you know if the X200t will offer a resolution similar to the SXGA on the x61t and/or release date for the x200t?

    Thanks,
    Nick

  • Mark Hopkins says:
    September 7th, 2008 12:09 pm

    Nick,

    The volume of discussion of this issue grew in the second half of 2007 and mostly affected X61t systems with the SXGA+ screen. The bezel part for those models was updated, notably the type of the adhesive used on the part due to physical differences in the fit of models with the SXGA+ display. These changes went into production in Oct ‘07 and part stock was updated, along with some tips to the service community on best installation practices. It took a while for this to work it’s way through the field population, and I believe that occurances of separation are rather infrquent at this point.

    This is the 106th comment on the subject on just this blog post, but I would suggest, as I have before, that you look through the date stamps on the posts and get a sense of the declining velocity – the time between posts is longer, and the number actively discussion the issue in current tense is very low. Those familiar with the product have probably developed a heightened sensitivity to the issue, and it like, anything is always possible to occur, however much less likely.

    I have no qualms recommending the X61t .

    Understandably, I can’t provide any guidance regarding unannounced products.

    Thanks for your interest – I hope I’ve helped.

  • erik says:
    September 7th, 2008 5:51 pm

    nick – i bought an SXGA+ X61T about six weeks ago and can’t find any evidence of bezel separation.   its display bezel is as solid as it gets.

  • Nick says:
    September 7th, 2008 10:51 pm

    Mark,

    Thank you so much for your reply, I purchased the x61t yesterday, as this will be my first Lenovo, so I am glad to see good customer support. It’s really great how you guys have this blog and with quick responses to comments, especially for people like me that tend to heavily over-analyze everything.

    Erik – good to hear, I also chosen the SXGA+ for the high resolution.

    Now it’s just a waiting game till it ships!

    Thanks again for the help.

  • Hil says:
    September 17th, 2008 12:45 pm

    Tim/Mark –

    I am one of those who got the x61t in the first round, and I have have the bevel issue. I called support to have it fixed, was told that there was no fix (which makes sense considering the timeframe 7-9/2007, but that I could send it in when there was a fix. Because of work, I’ve only now gotten the opportunity to be without the laptop & in the US for a brief amount of time, but support is refusing to fix this. I’m not under warranty, but was told that shouldn’t be a problem since the original problem was a design defect.

    Can you help with this issue? It’s shocking that a high-cost Thinkpad should have this problem, much less this poor level of customer service.

    Thanks,

  • Peng Gong says:
    September 20th, 2008 8:29 pm

    Hi, Dear customer service representatives, I bought X61 Tablet TYPE 7764-CTO this March from Lenovo Outlet. And I began to use it intensively starting from this Fall semester (middle of August). After merely less than one month of usage, the bezel separation issue draws on me. In addition, there are several other places separated. The main cause is heat I believe. Since I need to use it intensively, I will have to seek service during the winter break. Since my one year warranty will expire next March, can you give me any assurance that the bezel won’t separate again in its life usage and what is the current status of this problem. Our old X31 last more than 4 years and is still in very good condition. I am aware that the X200t is coming out, any possibilities for me to exchange for the newest model and please give me all available opinions to choose. I want to keep my tablet as long as possible.

  • Cheol Yong Yoon says:
    September 21st, 2008 7:53 pm

    Dear Mark

    One week ago I placed order of X200 with ultrabase and got the items 2 days ago. Everything looked fine until today I found that the speaker in ultrabase are not working. Actually speaker in x200 is working well and even headphone jack in ultrabse is also working (I can hear the sound with my headphone connected into sound output port of ultrabse). However I can’t hear any sound from ultrabase speaker.
    My problem is that I’m moving to Sounth Korea in one week and as I know lenovo in Korea didn’t release x200 in the market yet.
    So I hope my problem can be solved as soon as possible before I leave the states.
    The model no is 7454-2HU and serial no is LV000Y3.
    Even though I submitted my problem to lenovo official web site, I don’t think that I have enough time to wait for responses and all processings that would take at least more than one week. So I hope you can help me to solve this problem quickly.
    Thanks.

  • Mark Hopkins says:
    September 23rd, 2008 11:05 am

    Peng,

    I suggest that you call support now and report the issue – ensure you have a case created. We should be able to resolve the issue for you – as you purchased from the Outlet, I’m unsure if this were new or a refurbished system. In either case, I’m sure service can resolve the issue for you.

    While I respect your schedule challenges, I would encourage you to seek service while the system is under warranty. While there might be some flexibility if you have a prior case and we have been working an issue, and your warranty comes to the end, it would be another matter to have an issue and not seek service until after the warranty elapses.

    Cheol Yong Yoon,

    I would phone technical support imediately and get service for your ultrabase now. I’m not sure where you submitted your issue, but the best way to engage service is to call.

    Best regards,

    Mark

  • Hil says:
    September 24th, 2008 5:42 pm

    Well, after a week of fighting with support, there is still no resolution to my problem. This is the 4th tablet I’ve owned from Lenovo- x41, x60, and two of the x61 models. I always wondered about the horror stories I’d read on forums about Lenovo repairs. Now I see exactly what they mean.

    Lenovo service is worse than Dell’s- I certainly wouldn’t recommend another of these machines until Lenovo can own up to the fact that they need to fix gratis what was a design flaw in the machine from day one.

  • Mark Hopkins says:
    September 25th, 2008 10:24 am

    Hil,

    Sorry to hear you are having trouble…

    Sent you an email to collect the specifics. Let’s see what can be done here.

    Mark

  • Doug says:
    September 27th, 2008 12:54 pm

    All -
    Have sent had two bezel replacements already. The issue continues to surface. What is the corrective action outside of continuing to replace the bezel? That is not an acceptable alternative at this point. I paid $$$$ for this machine, and the quality is not apparent. The rep, on my last case creation (9/27) requested I send the unit to the depot even though I have on-site service. What is going to be done differently by sending the thinkpad there? It does not appear anyone is willing to address the root-cause – just keep telling the customer I understand does not help… FIX IT…

  • Wyson says:
    October 1st, 2008 4:25 pm

    Doug,

    You should just sell your X61T on eBay and be done with it. I did and have never looked back. Not having to deal with the anxiety that arises out of having a poorly built machine is more than worth the time and effort it takes to transition over. Save yourself some stress…

  • Christoph Rackwitz says:
    October 18th, 2008 6:58 pm

    Hi,

    i’ve had my X61t since September 2007. I have the bezel issue WITH screen image distortion (wavy purple bands across the screen). on top of that, the machine came with half the TurboCache and the audio chip went dead overnight maybe a month after I unpacked it.

    I’ve been to the local shop. They ordered the replacement parts. I’ve been waiting FIVE WEEKS now. One of them told me yesterday that the central warehouse burnt down.

    This thing is a disaster. I just want peace. Make it work. Please. I’m tired of this.

  • Christoph Rackwitz says:
    November 2nd, 2008 10:10 am

    It’s been over SEVEN weeks now.

    I’m pissed. If you’re uncaring enough to let ANOTHER weeks pass, i’ll start advertising my experience publicly on campus. I was thinking of making a few t-shirts with the logo of a broken thinkpad in front and a catchy little slogan on the back.

    I’ll post action shots when the time comes.

  • erik says:
    November 2nd, 2008 11:15 am

    christoph – this sounds like a frustrating situation for sure.

    you said above that your tablet has been to the local shop.   is this shop an authorized service center?   are they getting their parts directly from IBM/lenovo?   the “central warehouse burning down” sounds like an excuse to me as, to the best of my knowledge, none of the IBM/lenovo parts repositories have had such an issue.

    if i were in your shoes, i would call lenovo support to set up a case and send your machine in for repair.   lenovo cannot control the speed of independent repair shops.   your issue is with your local repair shop, not with lenovo.

  • Christoph Rackwitz says:
    November 2nd, 2008 11:47 am

    I should mention that I’m in germany.

    Yes, the shop is called ADDAG Aachen (www.addag.de). the lenovo site lists them as:
    - Lenovo Premium Partner
    - Authorised Warranty Service Provider

    they had the forethought to let me keep the tablet and only bring it in when the parts have arrived. i believe them when they say “the parts haven’t arrived”. they are probably not getting any information either.

    I blame lenovo alone.

    I went to them with my claims on September 11th 2008. 8 weeks from then will be November 6th. If nothing happens before Nov 6th, i will go through with the T-shirt idea.

    I just skimmed some thinkpads forum. There i found that the audio is probably CRIPPLED… i need to record sound with this thing. if, after the repairs, this won’t work, i’ll raise hell.

    i expect a non-crippled, working product. if lenovo can’t give me that, i demand a FULL refund (including shipping and customs tax).

    i used to be willing to pay more for better quality. now i feel like they don’t give a damn and just want to rob me of my money.

    Lenovo, don’t jerk me around. I’m pissed off enough as it is. You should be in FULL DAMAGE CONTROL with this disgruntled customer RIGHT NOW.

  • Christoph Rackwitz says:
    November 2nd, 2008 11:50 am

    Oh, i forgot to mention:

    I will not spend another cent on this thing. that includes phone calls. E-Mail is fine, as is [b]them[/b] calling [b]me[/b], or communicating via the local shop i’m in contact with.

  • Mark Hopkins says:
    November 3rd, 2008 12:47 pm

    Christoph,

    I’ve forwarded your concerns to our European team and expect that they should be in contact with you via email shortly.

    The discussions on audio are reflective only of the stereo mix function. You can still record from external microphone input.

    I feel confident that our customer care team should be able resolve this for you. I’m very puzzled by these circumstances as these bezel parts are available within our parts network.

    Mark

  • Christoph Rackwitz says:
    November 3rd, 2008 6:42 pm

    Thanks, Mark. I appreciate your help.

  • Christoph Rackwitz says:
    November 7th, 2008 5:14 pm

    I guess i should just book a flight to Lenovo HQ and bother the CEO during lunch time or something.

    Eight weeks and no change. NOT EVEN AN E-MAIL. Am i blacklisted at Lenovo? What’s going on? If repair is somehow impossible to you folks, just give me a refund so i can try again with a different company. Every day you keep me unhappy in this “relationship” is hurting your reputation. Don’t you dare hoping that i’ll go away if you keep ignoring me. I won’t.

    Every week, new people hear of my problems and keep clear of this brand. I’m at RWTH Aachen University, fyi, a technical one.

  • Brian says:
    November 16th, 2008 5:05 pm

    I have a Lenovo x61 Tablet I purchased last year, For a while now the hinge has made a cracking noise most of the times I open it. It doesn’t appear to be doing any damage but is very unsettling and I believe my warranty has expired. Anybody have ideas on a fix/what is causing this?

  • Christoph Rackwitz says:
    November 24th, 2008 7:37 pm

    Hi Brian.

    I had the same problem. The guy from the shop told me it was a wrongly adjusted spring in the hinge.

    Check your warranty here:
    http://www-307.ibm.com/pc/supp.....OOK-WARNTY

    In other news, my problems have been fixed. Audio works, screen is well again. Now I can concentrate on doing great things.

  • John says:
    December 4th, 2008 2:56 am

    I’m having this bezel separation with my X60 tablet, 1024×768 resolution. I haven’t had any display problems as of yet, but it’s starting to worry me (a friend’s X61 had the same thing and his display crapped out soon after).

  • Mark Hopkins says:
    December 4th, 2008 3:28 pm

    John,

    The two issues are unrelated, however I would try to contact service and get this issue addressed.

    Mark

  • Rudy Moore says:
    April 17th, 2009 10:43 pm

    Hi,

    I’ve observed the chipping/crumpling problem that others have reported above. Though I noticed the problem as early as December of 2007, I didn’t do anything about it because it seemed to be merely cosmetic and I need my laptop too much to be without it.

    But now it’s getting worse. The chipping has steadily progressed on all four corners and now has become cracks in the lower right corner that stretch right across the fingerprint sensor. At the same time, the hinge has become pretty loose – and this happened relatively suddenly.

    It’s telling that the cracks _only_ appear on the front surface bezel. The laptop has not been subject to any abuse – I have a very nice case and I’m one of those anal people that take better care of my laptop than is reasonable. So you can imagine the frustration.

    I called service today and they said since it’s out of warranty, I’ll have to pay $570+. This is completely unreasonable and unacceptable given that I didn’t cause this problem. This is a true manufacturing issue. I’d really like Lenovo to fix the problem – ideally with a very quick turn around so that I’m not without my laptop for any length of time.

    Is there anything I can do to get this fixed?

    Thanks,
    Rudy
    (Model is a 7764-CTO.)

  • Mark Hopkins says:
    April 21st, 2009 12:56 pm

    Rudy,

    Sorry to hear that have had these issues

    Sending you an email so we can exchange contact information and get into some of the specifics.
    Thanks for sharing

    Mark

  • Darren says:
    August 28th, 2009 12:52 am

    Unfortunately, I’m having the bezel issue. I had a similar situation as Rudy — symptoms early but had to have the computer for work. I was hopeful the problems wouldn’t worsen. Things have progressed to the point that there is so much screen distortion that I can only use the screen in tablet mode. Otherwise, I’m having to use a monitor plugged into the ultrabase.
    Finally decided to call customer support to see if there is something that can be done. This is where it goes from bad to worse. The guy I spoke with couldn’t have been more argumentative. After I explained the bezel problem, he said there is no such issue with the tablets. I told him that it’s all over the internet. He literally said, “you can put anything on the internet” as if everyone was making it up! I told him they have videos of it on youtube for goodness sake! He said that didn’t make it true. I was basically told that I would have to point him to a website where a “lenovo representative” acknowledged the problem. As if the hundreds of complaints by customers isn’t enough. Completely ridiculous. I told him to visit this website. He then acknowledged the bezel problem but said it’s not associated with screen distortion. Well, my screen is pixelated unless I pinch the bezel where it’s separating. He asked me to explain how a bezel issue could cause distortion. ??? How the hell am I supposed to know? I don’t build computers! He then told me I’d have to find a website where a “lenovo rep.” acknowledged that the bezel issue could be associated with screen distortion or pixelation! What is going on with cust. support? I just want a screen that I can use upright! Anyway, after about 1.5 hours, the guy tells me that someone would be contacting me within the next 48 hours. That was 2 weeks ago. No call. No email. Nothing. It’s been 2 weeks and I’m still fuming. I’d appreciate any advice on how to get some help… preferably without going through another interrogation.
    The irony is that originally I cancelled an order for an HP tablet after learning of the X61. Ordered the lenovo and here I am…
    Thanks.

  • Mark Hopkins says:
    August 28th, 2009 10:07 am

    Darren,

    I’ve sent an email just now to your gmail, so hopefully we can help you sort this out.

    There are really several issues going around the internet that have been discussed on these tablet models. Two of the issues are discussed here in the comments, and they have to do only with the plastic bezel. 1) Separation along the bottom edge of the screen. This was most discussed by users of models with the SXGA+ display because that LCD panel was thinner and tended to have some tension as the bezel was actually pulled in to contact the screen. Not all were affected and we updated the bezel to use a thicker adhesive band – wider for more contact area, and thicker to resolve the pull away effect. 2) Bezel crumbling at the corners. This affected a small number of units whose bezels wound up being brittle.

    The also oft-discussed screen symptom was that the bottom 1/2 to 1/3 of the display would be blank or full of horizontal lines. Putting light pressure on the left lower area of the bezel would temporarily resolve the issue. Users discuss “pinching” the bezel with their thumb and finger to temporarily resolve.

    Both of these issues require service, and the bezel is replaced when servicing the screen, so all should be taken care of.

    However, these are potential issues like any other kind of issue that is covered under terms and term of the warranty, rather than indefinitely for the life of the product.

    Best regards,

    Mark

  • Darren says:
    September 25th, 2009 9:27 am

    I just want to follow-up on my initial post. My problem turned out to be something different. It was not a defective part. It was user error. Nevertheless, Mark helped to resolve the problems. He has been a tremendous help. I hope Lenovo appreciates what Mark is doing, I know I sure do!

  • Anthony says:
    September 28th, 2009 7:09 am

    Hi,

    I have a loose hinge that prevents the screen from staying upright. I have to prop the screen up by holding it so I can be able to use the laptop. I also noticed cracks along the bottom of the screen casing starting from the hinge and gradually extending to the edge of the screen. I am very worried that over time, my whole screen is going to come apart. I am currently in Africa and feeling very stranded. I bought Lenovo because I believed them to be durable and was hoping to avoid such a problem. Very very worried. Help save my laptop!!!

  • Mark Hopkins says:
    September 28th, 2009 8:03 am

    Anthony,

    Whether in or out of warranty, I would encourage you to find a servicer and get this system looked at. I’ve never seen cracks in the bezel as you describe, but these should be easily corrected with a replacement bezel. More concerning is the loose hinge, if the screen just flops over and must be supported. This suggests to me that it is broken inside the top cover, and as the wiring for the LCD, fingerprint reader, and other vital controls passes through the hinge, if you don’t get this fixed, over time the wiring can be damaged and you can develop worse troubles.

    From our support page http://www.lenovo.com/support there is a link on the left side called “find a service provider”. From the next screen, there is an option for Europe, Middle-East and Africa. Using this tool, and entering your location information, you should be able to find a servicer near you who will be able to get parts and make the needed repairs.

    Best regards,

    Mark

  • Rick Neubig says:
    November 3rd, 2009 6:53 am

    I just now found this forum but I seem to be the lucky owner of virtually all of the problems described here – brittle bezel, loose bezel, cracked bezel, and just in the last two weeks loose screen, and as of this morning a dead screen. I have to say, this aspect of the Lenovo x61 has been very disappointing. I agree with others that it seems to be a fundamental design problem. Most other aspects of the system have been great but to have it fail after only 2 years – with these problems extending virtually to the time I received it – does make me very uncomfortable about considering Lenovo in the future.

  • Mark Hopkins says:
    November 4th, 2009 6:44 pm

    Rick,

    Sorry to hear you’ve had troubles. I understand you are now 2 years down the road, and I don’t know whether you had the 1 year or 3 year base warranty or purchased any warranty upgrades or extensions, which are always a good hedge to extend the useful life of a system. You indicate the issues span back to near the time of purchase? While under warranty, were you able to contact service and support and get any of these issues resolved ?

    Mark

  • Paul says:
    January 19th, 2010 6:58 pm

    Hi there,
    I’ve been using a T23 for the last 5 or 6 years. It’s served me very well until I switched it on this evening and the screen was dead. I plugged it into an external monitor, so I know the unit itself is working but could someone please let me know if the “dead screen” is a well-known feature of older T23’s, and if there’s any type of fix that one can use.
    Cheers,
    Paul

  • Yules says:
    March 29th, 2010 8:01 am

    Hello,
    I have an x61 tablet and the front bezel’s corners have cracked and parts chipped off, I do not understand why, as the only thing it’s been doing is standing on my desk, ocassionally being twisted round into the Tablet mode. I have fixed some of them with super glue, but it still looks very unreliable and I’m afraid it might fall apart, as the sides have already separated.
    It’s within warranty, but to my great surprise and disappointment I found out today that this type of problem is not covered, and was named a sky-high price to fix this piece of thin,broken plastics. Very disappointing.
    Would be grateful if anyone could suggest what to do or what they’ve done to deal with such a problem
    Thanks!

  • Mark Hopkins says:
    March 29th, 2010 6:50 pm

    Yules,

    This really should be covered. Sometimes it can be difficult for support to always make the right call on customer damage vs a known problem. We had a very limited batch of plastics that may have been more brittle than anticiapted. I’ll send you an email and see what we can do to help you get this sorted out.

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