ThinkPads are Ruggedized Machines
From time to time we get customer requests for “rugged notebooks.” The reasons for these are as varied as the ruggedized PC space. Some customers are just tired of systems breaking because their users are hard on their PCs. Others want to mount their notebooks in a patrol car or service vehicle. Others want a system that can be flushed down the toilet and then driven over with a backhoe.
There are many things that vendors can do to make their PCs ruggedized, and each vendor attacks the problem in different ways. For protection against spills, there are things like spill trays, sealed keyboards, and rubber membranes that can prevent liquids from seeping into the system. Putting rubber port covers or plugs in exposed ports can not only protect against spills, but can also keep dirt and grit out of the system.
Another part that vendors harden is the hard disk drive. This is THE most common thing to fail in a notebook. Ways to do this range from adding rubber landing pads to encasing the drive in gel. Then they can add things like accelerometers to park the hard disk heads in case of a fall.
Then there is the actual case itself. The material of choice is usually magnesium as it has the highest strength to weight ratio of any commonly used material. A hardened Mg case can really make the difference in the survivability of a machine.
Hardening a notebook sounds great in theory. The problem is that once you start adding protection material, several things start to happen:
- You increase cost. A true ruggedized system usually sells for 2X over a non-ruggedized system. Part of this is engineering and materials expense. Most of it is just profit margin for the vendor.
- You add significant weight and thickness. Many ruggedized systems come with handles for a good reason. When you’re lugging around 8 lbs., you need one.
- You have MAJOR problems with heat. If you look at the specs of many ruggedized machines, you start to see that these aren’t exactly cutting-edge systems. Usually the technology is N-1 or N-2. The processors are slower, the graphics are limited, and the configuration options fewer. This is because the latest and greatest technology produces the most heat. The usual way to deal with this problem is to add more air vents. More air vents are not what you want when you’re building a rugged system because they mean more places for things to enter the system and cause problems. In addition, shock absorbing materials like rubber and foam are also great insulators. If the system is going to last, the components must be kept cool.
Since none of the major PC periodicals want to do torture testing any longer, the gold standard in the industry for judging machine toughness is military spec (MIL SPEC) testing. The relevant spec is MIL-STD 810F which deals with electronics hardware like PCs. The testing criteria are fascinating, though the spec doesn’t exactly make for page turning reading material. The subcategories include mundane things such as temperature, humidity, shock, and dust resistance. But then there are some very cool testing categories like “fungus,” “explosive atmosphere,” or “ballistic shock.” (Not to be confused with pyroshock which includes things like fiery explosions straight out of a bad Steven Seagal movie). During testing humans are not required to be present, so these are some pretty rigorous tests. In other words, long after fungus has covered your body, your machine should continue to operate normally.
All in all, there are about 25 categories within the 810F spec. In order to say you have passed MIL-STD testing, you don’t have to pass all of them. Even if a vendor passes only one, it can claim tested to MIL specs as long as somewhere in the literature it states which category was passed. Most vendors, even with their “ruggedized” systems only pass a 4 to 6 of these subcategories — usually things like humidity and dust resistance. If you are looking for a ruggedized PC, it is always important to read the fine print!
As many of you know, Lenovo does not have a notebook that we market as “ruggedized,” but we continue to add more and more hardening features to our notebooks. Indeed, the PC analyst group IDC has for years classified our machines as semi-rugged because we have been first to market with features like accelerometers, Roll Cages, full-contact display frames, and the like. Many of our testing criteria go beyond industry standards.
It was past time for us to get third party validation that our machines could take on the rigors of use normally reserved for only the “rugged” category. Earlier this year, Trace Laboratories took our ThinkPad T61 and ThinkPad R61 and put them to the test.
The results are great news and a great testament to our engineers. We passed the following tests: Altitude (500.4), Humidity (507.4), Vibration (514.5), High Temperature (501.4), and Temperature Shock (503.4). We almost passed blowing sand and dust test (510.4), but there was an error message on boot. However, the system did boot normally after we bypassed the error message. I count that as a half victory — so a ThinkPad has successfully passed 5.5 MIL Spec tests.
That in itself is an interesting data point, but let me put it into perspective — we passed more MIL Spec tests with one of our “standard” systems than several of our competitors did with their “ruggedized” systems. Dell’s ruggedized Latitude D620 and D630 ATG only passed 4 MIL spec tests – low pressure, humidity, vibration, and sand/dust. These are the exact same tests. The only difference is that our standard system did this with no modifications, at roughly half the price, and was almost 1kg / 2 lbs. lighter in weight.
The other big name in the rugged PC space is Panasonic with its Toughbook series. Panasonic has 3 subcategories of ruggedization in its Toughbook lineup.
- FULLY-RUGGED – Especially for use in command and control situations. These include models like the 30 and the 19
- SEMI-RUGGED – For any user who is worried about their PC being damaged. These are models like the 51 or 74.
- BUSINESS-RUGGED – Not really ruggedized machines at all. These are just capitalizing on the Toughbook name. Models include the W5 or T5 plus a few others.
Our machines would equal or better Panasonic’s durability vs. their “Semi” and “Business” rugged machines. Depending on the application, a ThinkPad may even be a good match vs. a “Fully” rugged machine. There are some tests where Panasonic does have an advantage like “rain” or “low temperature,” but for many uses, a ThinkPad will work just fine.
The choice is yours. Buy heavy. Buy expensive. Buy old technology.
Or buy a ThinkPad.
August 9th, 2007 at 4:05 pm
A rather self-interested question, but – any word on where the X-series fits into this?
August 9th, 2007 at 4:18 pm
[...] Why I love ThinkPads The Lenovo blog Inside the Box details why I love ThinkPads: tough, light, and fast. I have fond memories of my T43 from my last job. 14in screen, 1in thick, and under 5 pounds. Neither the hps or Dell’s I use now can stack up to the T series. [...]
August 9th, 2007 at 4:51 pm
How do the different size versions of these laptops differ with respect to this ruggedness? (the 14.1w, 14.1, and the 15.4w)
What does not passing the low temp test mean? Can’t be on when very cold, or is it more non opperational cold? Or to put it in more useful terms, if left in a car in the winter that gets in the teens does this mean I just shouldn’t try and turn it on till it reaches room temp (and condensation dries off)
As to the tests in general, isn’t how it fails in some ways just as important? i.e. is the notebook completely dead, did the HDD die but the rest works fine, is the LCD panel broken, is the keyboard broken (but can easily use an external keyboard), are ports on the computer broken, can you repair for less then the cost of a new laptop, or any combination of the above?
August 9th, 2007 at 5:10 pm
removing accelerometers, gel and other junk, and offering SSD would make the system even more lean, cool, leightweight, cheaper (apart from the ssd), all of your other reasons. Reading your blog, it seems you, never had that idea. If rugged systems are 2X more expensive and most of it is spent on HD protection as mentioned by Matt, then dropping the HD protection stuff and exchange the HD with an ssd would then seem to be cost neutral. I guess this reasoning is against lenovos pricing/product strategy, and the competitors would have to do it first before lenovo joins.
August 9th, 2007 at 7:29 pm
applause my friend, applause.
you wouldn’t happen to have a higher resolution version of that picture would you?
August 9th, 2007 at 9:55 pm
Good to hear that Thinkpads pass what counts most. Admittedly, a full pass on the dust resistance would have been nice.
Regarding the rest of the MIL-SPECs, I figure I can live without a radiation resistant notebook.
Thanks for the article, Matt.
August 10th, 2007 at 12:29 am
Thanks Matt for the results of MIL-STD-810F testing Lenovo completed. What other testes were attempted?
For those interested in the details of the testing to MIL-STD-810F, the entire standard can be found here:http://assist.daps.dla.mil/online/start/. Enter the search by selecting QUICK SEARCH in the lower left and then enter 810 for the DOCUMENT NUMBER. An account number or password are not needed.
August 10th, 2007 at 12:35 am
I use a Toughbook CF-18 (along with four different versions of Thinkpads) almost daily.
I have dropped, by accident, the CF-18 (a convertible tablet) on a concrete floor from a hight of about 5-feet, while the system was running. Even more “shocking”, is that the CF-18 landed on one of the corners of unit.
Yes, my heart did skip a beat, but I picked it up thinking that there would be some damage – not a single scratch and the system is still running with no problems what so ever. I could not even imaging what would happen to one of my Thinkpads if I dropped it in the same fashion.
These systems are built like tanks – but they also weigh as much as a tank too! When I travel, I always us my X60 (with a 4-cell battery) – which is far lighter AND smaller.
The CF-18 is a wonderful and extremely durable notebook – and a great solution if you need something that will survive truly rough conditions – but you have to live with some of the limitations that Mr. Kohut mentioned – slower processors and graphics.
The Toughbooks and Thinkpads are two completely different animals – and they each have their pluses and minuses.
August 10th, 2007 at 3:35 am
how about you do a head to head test in “real world” drop test vs. ATG. Would you let this magazine do the same thing to your notebook in an environment where you have no control.
http://www.zdnet.nl/tv.cfm?id=67332
August 10th, 2007 at 7:26 am
The nice thing about Panasonic is they take pride in the fact that their complete systems come from the company, they do not outsource the production or R&D to any other company – something which Lenovo seems to be keener to do these days.
On the subject, while I agree that ThinkPads Can give Toughbooks a run for their money, I don’t think you should make a post like this without providing the evidence of the tests which prove the point. I would be concerned that the new systems, while they will very likely survive a fall from a functional point of view, I’d be concerned that the outer plastic would be badly damaged now since it is only plastic.
August 10th, 2007 at 10:28 am
Well, of course there is some differences among real ruggedized notebooks and just semi-ruggedized ones. On YouTube there are a bunch of videos about the better Panasonic Toughbook models in this direction…
http://www.youtube.com/watch?v=w-UYPx65dzg
or look at this TrustedReviews article…
http://www.trustedreviews.com/.....ghBooks/p1
…here is some other funny Panasonic advertisment…
http://www.mapping-gis.de/file.....T_300k.wmv
However, even most Thinkpads are somehow robust in build quality under usual terms, they are not playing in the same league of really ruggedized military field usable machines. So Thinkpads have spill proved keyboards, good hinges, are shock resistent until some degree and have a sturdier than usual display case, but I think they are not meant for the military outfield warriors at all. – So I believe they are just fine for the smarter dressed business warrior.
Also IMO not all Thinkpads are always build equally robust, the X-series for example might not be as sturdy as the new R-/T-series or as other older Thinkpad models.
August 11th, 2007 at 4:19 pm
Thinkpads are tough enough but sorry to say not as tough as in the IBM days my new T61 squeaks and makes sounds that my T42 & R40 & R51 didn’t make even after years of torture!
August 12th, 2007 at 4:42 am
I don’t like the fact that lenovo uses different vendors for same parts that don’t have same specs.
For example… seems like the samsung screens are crap. Everyone is hoping for an LG screen when they get their order.
Why can’t lenovo control these variables ?
August 12th, 2007 at 7:10 am
One thing manufacturers can do to deliver quality is recognizing flaws in their hardware and collaborate in design. I love thinkpads, but in the past years I have stumbled upon cracks in the top lcd covers near the hinges due to heavy opening hinges in varios models. First signs of this are bulbing surfaces from inside out, next small cracks followd by tearing of the surface. Complaining about this at IBM was at no avail. Not since the servicemembers of the callcentres did not want to help out, but because the repair teams were stuborn in recognizing these defects (even if it was pointed out clearly in writing), reported this as “customer damages” without any proof and non recognized nor admitted these flaws are known while there were many reports in the past years I know of.
Eventually after many calls and emails I got some cooparative answers when the warranty service made a mistake in not returning the Thinkpad while removing my service order from the website. The worst part is IBM/Lenovo uses independent hardware repair centers. Here in Europe, one moment Thinkpads are repaired at company x in England another by company y in Germany. The IBM service team does just forward information from these companies and if something comes along that does not fit in the service process the customer has trouble, direct and indirect. Indirect since this also includes the communication to other teams within IBM. After many years, IBM still is not capable in creating ruggized machines by using high quality information from the service centres. The problem with the hinges would otherwise already be recognized by both the service team and the design teams.
Imho, it is about money. The less IBM has to admit problems they can maintain the view they deliver ruggized machines, collect money from customers under terms of customer damage instead of warranty and keep the costs low for the service and repair.
The plus is, the machines can still be called rugged since there is quality in other forms of the hardware and customers don’t know about repeated problems at other customers so they take information from IBM for granted.
I have lost my faith in what IBM/Lenovo calles rugged and quality and I am not the only one. The last three Thinkpads from friends and collegues we repaired ourself with some help of oil and used LCD covers from a well known auction website.
Non of us is thinking about switching to other brands since other parts of the hardware are fine. But non of us trusts the robustness and ruggized pr talks with IBM/Lenovo delivering just 1 year warranty default, sometimes 3 years if you pay more, and they deliver this kind of hardware flaws and service. IBM/Lenovo has to get it’s act together if they want customers to keep believing in their products and service.
August 12th, 2007 at 4:22 pm
Bevel Problem:
Matt,
sorry for hijacking this post but i have a concern on my new x61t just bought.
As posted on many threads literally every user has the bezel problem – the glue at the bottom of the screen loosening and creating a usually 1-1.5mm gap between screen and bezel. The Lenovo customer service is absolutely ignorant to this problem though, questions the callers on if they are sure of what they are talking about and denying they would have ever heard about this issue before.
Is there any way Lenovo could address this matter? How are you planning to fix this? So far x61 t’s sent in have had the screen replaced (not the problem!) and glued together with the same glue. So costumers receive the broken notebook back after waiting for a month for it to get fixed.
In my case the gap is about 1.5 mm and I’m having issues with dirt collecting in it. Eventually i will send it in to get fixed, knowing it will not, but at least then the dirt is gone…
I’d love to hear some comforting words on this. I love the machine in every aspect through and through and the ungluing bevel is ruining my experience with Lenovo. It makes the tablet feel cheep to me.
Thank you,
Danny
August 13th, 2007 at 7:21 pm
Danny – as much as i hate thread hyjacking for a moan, could you please provide more evidence of “every user has the bezel problem” as I have about 6 X61T systems and have not seen such an issue and I have dismantled and reassembled some of these and the double-sided tape is very strong. Has you thinkpad been exposed to any excessive heat (such as being on while in a bag or something) because that I would imagine could cause problems for the adhesive.
August 14th, 2007 at 1:42 pm
Tons of people have had the same bezel issue as Danny describes above. Just go over to tabletpcreview.com and read through the lenovo forum. There have also been several issues with horizontal shaking lines appearing on the bottom third of the screen (SXGA). I have had my x61t for a month and the shaking lines just began a few days ago. This is really inconvenient considering I just started medical school and was planning on using my tablet for note taking every day. I’m disappointed that lenovo has not yet addressed and resolved these problems since so many people are having the same ones. Oh yeah…..I have also had the bezel glue problem since I received the computer.
August 16th, 2007 at 7:21 pm
I emailed Walt Mossberg with a link to this post but he never emailed me back. This kind of reliability (along with quick service) are the most important things about laptops yet reviewers never seem to write about them. Perhaps if these reviewers had engineering degrees they’d think differently.
August 17th, 2007 at 1:41 pm
thinkpad is the best notebook.I think.
August 17th, 2007 at 4:04 pm
Well also a bunch of people on the thinkpads.com and GBM forums reported about the bezel issues with X61 Tablet SXGA+ screens and it is seems almost to be the X61T model with the SXGA+ display, which suffers from this problem and is coming unglued from the bevel.
See for example:
http://forum.thinkpads.com/vie.....e1034f1440
http://www.gottabemobile.com/f.....z2e5e99165
http://forum.tabletpcreview.co.....php?t=8282
…and so on.
August 20th, 2007 at 12:40 pm
I received my tablet Friday 8/17 and within one day the glue holding the bezel to the screen had separated such that every time I open the display the bezel flexes with the crackling and popping of stress relief. I love this tablet, and it is such a shame that Lenovo has let a major design flaw slip through into production.
As a mechanical engineer I can tell you that this should not happen with a proper design. the bezel should not be transferring so much load through the LCD and relying on non-thermal resistant adhesive to hold the screen together! Screws and clips should carry load, NOT glue that is susceptible to the heat that is generated from the machine. This isn’t even a high-strength epoxy. Moreover, the popping indicates that with the glue in place, the load generated when opening/closing the screen is directly transferring through the LCD plate itself, which will in time lead to fatigue/cracking of the wonderful SXGA+ screen.
As a 5 year owner of a Dell D800 who switched to the ThinkPad based on reputation, for Lenovo to call the ThinkPad ‘ruggedized’ or elegant is incorrect in the instance of the X61. I love everything else about the machine (minus Vista bugs
) More distressing is the lack of acknowledgement by Lenovo of this problem that appears in numerous online forums. Tech support is oblivious to this issue. I was told to send the machine back for repair – but after waiting 4 weeks for the machine, and this being my only working machine now, I can’t afford the downtime without more assurance that there is a working path to resolution other than swapping out screens that are apparently in short supply.
I’m left with major disappointment that I purchased this product. ThinkPads are known for their design. I accept and understand mistakes. Just fix them.
I would be happy to talk to any Lenovo engineer personally and explain to them the problem in detail and why this design must be revised with a fix for all current and future owners.
Thank you.
GH
August 20th, 2007 at 3:15 pm
Hi everyone,
Thanks for sharing the links and input about the Tablet Bezel Glue Issue. We first saw the issue on various discussion forums and found some good discussion, analysis, and pictures shared there. Our engineering teams are aware of the issue and are investigating.
August 20th, 2007 at 4:24 pm
Hi Mr. Supples
You can include me along with Greg and the others experiencing this problem. I’m glad that you have been made aware of this problem.
Why is adhesive even allowed to be in contact directly with the surface of the LCD?
I can see an adhesive strip being utilized to secure a bezel to the frame of a panel, but to secure it directly to the bonded surface of the screen itself is asking for trouble.
The moment I placed my new X61T into slate mode for the first time I had a 1/8th of an inch gap directly at the hinge assembly. As the screen heats up this gap expands across the entire length of the bezel. It seems the adhesive bond is broken as the panel heats up. That may be a good thing because if the bond didn’t fail the stress would transfer directly to the screen itself. I also noticed that when cool my bezel is tight to the panel, so thermal expansion seems to be the cause of the problems.
Now the 64K dollar question…
How is Lenovo going to address this problem?
Thank You!
August 20th, 2007 at 4:30 pm
What about the shaking horizontal lines that appear on the bottom third of the screen? This is also a problem that a lot of people are having. Like I said, mine appeared after about a month of ownership. Is anyone investigating this? Here is a youtube link to a video of the problem:
http://www.youtube.com/watch?v=tQraZcTJ06E
This screen is worse than mine but it is the same problem.
August 21st, 2007 at 3:23 am
Good to see the problem officially recognized by Lenovo. My bezel picture and how I improved the gap.
http://www.gottabemobile.com/f.....60&KW=
I’m more than happy to take apart the screen if I knew how
Snife. How’s it done?
August 21st, 2007 at 6:44 am
Hi Tim:
In case you have missed on the disappointment and frustration of people who shelled out money north of $1,600 and up to $2,500 for these x61t machines, you should (read “must” if you guys really care) read the following two threads on tabletpcreview.com:
1. http://forum.tabletpcreview.co.....php?t=8282
In the second one, people are getting so frustrated that they are thinking about taking some action:
2. http://forum.tabletpcreview.co.....php?t=9634
I would be just naive if I believe you didn’t know about the issue and that your engineers have started investigating after the posts here. I really don’t have nothing more to say. Very disappointed by the 1 hour delays for contacting the sales reps. too. You tout about your durability in Thinkpads; how come x61t machines seem to miss out on that? Lenovo received an award for customer support, wondering why and how. It seems like there is no manager at Lenovo these days who understands what CRM and long-term relationships with satisfied customers is. Hopefully you will fathom the severity of the issue and offer some real solutions. Even with all these mishaps from Lenovo I still have hope you will listen. I hope I am right.
Mark.
August 21st, 2007 at 12:21 pm
Apologies in advance if this comes off as a soapbox rant. But to provide some comfort to those of us who are frustrated with the shortcomings of our ThinkPads, I can say that the very existence of this blog forum and participation by Lenovo personnel indicates a receptive ear to our concerns, and therefore deserves our professional, unbiased, and productive contribution to product improvement. Product design is not an exact science, and as an engineer, can attest to not only the complexities and pitfalls of developing a robust quality product, but also the nature of engineers who take pride in our work. Real people design these products, not faceless corporations, and I appreciate that Lenovo has the foresight to leverage the collective wisdom (or lackthereof) of users through the internet.
While a lack of due diligence in product validation is not acceptable by any means, and always has consequences that involve time, money, and quality, it does not IMHO necessarily indicate malicious intent. Rather, it indicates the need for better QA. Hopefully we can provide useful data for carrying out that task.
/end rant
GH
August 21st, 2007 at 2:00 pm
The X61 multiview/multitouch XGA screen can also have the bezel glue problem. Here are pictures of my multitouch XGA tablet:
http://picasaweb.google.com/ri.....oeuJtOyfVU
I sincerely hope this could help for your investigation.
August 21st, 2007 at 2:58 pm
I agree on one thing with you Greg: they sure have opened this forum for customers like us to discuss and comment, positive and/or negative. I wasn’t expecting my last comment to appear here as it said it was going to be moderated and of course I didn’t praise Lenovo in my post. Still I was just hoping they could understand who much people have to suffer. Let’s see how they solve the problems now, everything from the delay in calls, from the service and engineering issues.
Mark.
August 21st, 2007 at 4:02 pm
I received a X61t with SXGA+ on Aug. 15th and found the bezel glue problem the next day. On my machine, the gap on the side of the fingerprint reader is wider than the gap on the other side, and the side on the fingerprint reader also feels hoter than on the other side. That problem does not affect my use of the machine for now, but I still hope Lenovo can fix it in the future.
August 21st, 2007 at 5:33 pm
I received mine on augsut 10 and two days later I found the problem. I called Lenovo about it and was put on hold for 45 min. then i just hung up
August 21st, 2007 at 7:38 pm
Count me in on the bezel problem. Please keep us up to date on what the proposed solution will be. Thanks for making the forum to address the issue directly to someone!
August 21st, 2007 at 10:10 pm
I purchased a SXGA+ X61 Tablet in June and received it on August 9th, within 1 day the bezel had come unattached from the LCD. I am forced to deal with this issue even after suffering the massive delay issues because I need a laptop for school and can not send it it back and suffer another long delay. Can you please inform us when we can send in our laptops for servicing and receive them back in a timely manner with our warranties? Thank You.
August 21st, 2007 at 10:32 pm
I have an X60 (SXGA+) and also experience both the bezel problem and the shaking horizontal lines on bottom third of the screen problem. I ordered around April 2007, thinking I would get it in plenty of time for classes this fall. I got it in a week. Come the end of June, I had the shaking lines issue, progressively getting worse. I sent it in for repair of this issue mid July. 3.5 weeks later, they send it back to me… Pen input doesn’t work. (I theorize they gave me a screen repair without a digitizer – other wacom pens would not work either.) So It goes back to the depot. Now, a few days before classes start, I am without a machine that I purchased many many months in advance just to avoid a situation like this?
Ruggedized? Why would I be concerned with ability to withstand temperature shock and altitude when it can’t even handle have the screen swiveled around.
August 22nd, 2007 at 12:36 pm
[...] stream of things. Engadget picked up news of the issue and links to a comment on Lenovo’s Inside The Box blog from Tim Supples saying that they are aware of the problem and are looking into it. I would hope so since Lenovo [...]
August 22nd, 2007 at 1:00 pm
I love my X61t, but the bevel ungluing issue is the one problem I have with it. I definitely want to get it fixed (and it absolutely should! what computer should have gaps in it?), but I’m waiting until the SXGA+ screens are back in stock as I have heard horror stories of customers getting an XGA screen (sometimes without digitzer) back after a repair.
August 22nd, 2007 at 1:44 pm
That could be quality issue too. Let’s say there is no design flaw in this tablet model, then the problem must came from the material used to build the bezel or the glue’s quality. The material is not strong enough to hold the surface when open. Agree the glue shouldn’t have direct contact with the screen.
Where we can watch the progress of Lenovo’s investigation?
August 22nd, 2007 at 1:55 pm
I read through this blog and I must admit that I am in awe. I’m a student and have been working these past two months to raise money for a Lenovo X61 tablet. I still want the notebook: I trust Lenovo’s products. However, I now have some doubts. I do not want to invest in a laptop that is going to give me problems soon after. Any information as to when this problem should be fixed ( and how is was/is to be fixed) would be greatly appreciated.
I start school in a month and need to purchase a laptop soon. If the X61t’s problem is not addressed, I think I’ll look into purchasing an HP tx1220. I’ve owned an HP notebook for 8 years now and it too has never given me problems.
August 22nd, 2007 at 2:08 pm
Seems like a bit of copy paste journalism to me.. ! (Engadget started with the same article)
I hope the lack of real press covering the subject wouldn’t keep Lenovo from taking the issue serious and one day making an announcement on the problem and how it will be taken care of.
Other than that i just wanted to say i am truly happy with my x61. Except for the bezel issue this is the first notebook i feel like sticking to over the next years and years.. Size, sxga+ resolution, built and design – it all works well together. My compliments on Lenovos designers and engineers, i’m a fan!
Well, except for your customer service and this one small issue..
August 22nd, 2007 at 2:23 pm
It seems, you forgot the quality assurance in the restructuring of IBM->Lenovo. In production as well as in business process.
Again and again problems to deliver the notebooks, now the bezel separation problem. Sure, this can happen one time, but you should detect such problem monitoring the hotline call, and repair request. And if you know about the problem, the support departments should know about such problems, so that they can handle support request adequate.
Improve your quality! Please! The concurrent is about to overtake.
August 22nd, 2007 at 3:23 pm
Not to pile on, but the bezel issue has hit me. And I was willing to pay for the quality that IBM was known for.
I bought the SXGA+, 2gig, 100Gig7200, ultrabase, dvd, TM, vista ult, etc… all the goodies and did so happily knowing I would be gettinga machine I could use for a few years.
FastForward – TurboMemory issues (I know it is not Lenovos fault, but come on)
Stuck pixel – Red, on a black background it realy stands out.
Bezel seperation – I thought IBM stood for quality, never die, machines. If a component dies, well that can be easily replaced, but the bezel, that is gonna be a PITA. I live on my machine and cannot afford to be down.
Because I rely on it so heavily, I purchased the 3 year protection/onsite, but it seems that all the folks who have requested repair for this are having to send to depot anyway, what was the point of the extra cash.
Just venting.
Still love the machine, just hate the flaws.
ART
August 22nd, 2007 at 3:45 pm
Whoever is posting the links to recent reporting – maybe it would be better to wait and see, collect the articles and post them all in one reply.
The single headlines seem like spam and at the same break apart discussion. They also depict a big buzz going on, something they can not life up to given they mostly link to the same article being reposted in different blogs. Thanks!
August 22nd, 2007 at 3:58 pm
Good point Danny. Those are actually auto-trackbacks posted when other blogs link here. So many occurred because Engadget is syndicated through a lot of other blogs and thus we got buried. I’ve removed all the duplicates to help clear up the discussion.
August 22nd, 2007 at 4:49 pm
When my tablet arrived, I wondered what the screen bezel problem everyone was talking about was, since mine seemed fine. In my second day of regular use on my new tablet, I now understand because it’s happening to my computer, too. Like a previous poster, I am using it for school and cannot send it back for repair at the moment. I’m hoping the computer stays useable until my winter break. This was a huge expense for me on my very tiny student budget and I chose ThinkPad because of the reputed quality, but I am disappointed by the extent of this problem and I’m wondering if I made the wrong decision. Furthermore, the fingerprint reader sometimes works, sometimes doesn’t, and the same goes for the Thinkvantage security software. Those things I can grudgingly live with, but I really hope that someone addresses the screen glue issue soon because I can see that being a real problem.
August 22nd, 2007 at 5:51 pm
Follow Up…. I posted earlier about having to send it into the depot for being given a screen back without the digitizer. My “repaired” machine finally arrived back today.
Well, that one was SXGA+. I just got my x60 Tablet back again, this time with a digitizer, but with XGA.
1.25 months and 2 depot trips later, with only a week until classes start, I still do not have the machine I paid for. Call it IBM, call it Lenovo, I don’t care, but considering all the praise this machine and the IBM reputation receives, I am quite disappointed by this nightmare.
August 22nd, 2007 at 8:33 pm
I recieved my Thinkpad X61 less than a month ago and already at least half of the bottom bezel has come unglued. I willingly paid a premium for this product because I thought I would be free of poor worksmanship and major design flaws, but I’m very disappointed with some cheap areas on this computer.
August 22nd, 2007 at 8:59 pm
Can a representative please tell us when we can send our laptops in for repair with a quick turn around time for those who need them for school? Also, can you please tell your technical support about this issue, instead of technical support being extremely rude and telling me that I caused the issue to happen and that it is not possible through normal use.
August 22nd, 2007 at 9:21 pm
I don’t know if anyone else is having this problem but it seems the screen’s graininess has increased for me. I can literally see a feel of salt and pepper on a white background which is so annoying and so disappointing. It’s difficult to not to pay attention to it. I have owned this x61t for 2 weeks now and along with the bezel issue I am observing this graininess now.
@Tim: Please inform us on the progress. I am sure many/most of us are desperately waiting on the availability of the solution. Is it a manufacturing defect or a glue defect? How soon are you going to announce the solution and how fast the repair procedure will be? I am sure you completely understand that the tablet machines are normally the source of increased productivity and most of us use it for either school or business so the repair schedule has to be very prompt. Awaiting an announcement soon, as I am sure you guys will be working hard to address these issues.
Mark.
August 22nd, 2007 at 9:40 pm
Hello all,
I just wanted to share a quick update with everyone. Our development teams are evaluating machines affected by this problem currently, including defective parts sent through the depot.
This issue should definitely not affect any Lenovo product, much less the high end tablet configurations that a number of our customers ordered. I ask your patience as we complete the investigation and develop a comprehensive plan. This reasonably will take more than just a couple days, but we do have people hard at work on it.
In the interim, if your system has a bezel that is separating, and you wish to have it replaced immediately, you may engage service normally. Please understand that the replacement parts are of the same nature as those presently installed on your system. Depending upon the result of the investigation, these current level replacements may or may not provide lasting repair. As such, we suggest that if your circumstances permit, that you allow us to complete the investigation before seeking the repair. This will minimize repair times, and reduce the number of total service engagements required.
August 22nd, 2007 at 9:56 pm
Thanks for keeping us updated Mr. Supples. Its nice to know that the bezel problem is being addressed. Do you know if there is anyone looking into the shaking horizontal line problem with the SXGA screens?
August 22nd, 2007 at 10:23 pm
Savio,
If you’re Sav from the thinkpads.com forum, please log in and pick up your messages.
Thanks – Nonny
August 22nd, 2007 at 10:43 pm
Thanks for the update Tim. I am sure each one of us appreciates this transparency. From your post it appears you want us to wait for a replacement because the replaced screens will be the same material that we have now so there won’t be any point in getting a replacement. You also say we should wait until the investigations are complete, which I think one certainly can, anticipating the solution. Should we then be assured that when the engineers at Lenovo are done with the investigation and have come up with the solution we can have the screens replaced by a better material screen (not of the same nature which you have now)? In other words, will we have the replaced screens from another vendor once you are done with the investigation? That would be an expected and the ideal solution. Please also make sure that people who have the on-site warranty (which most of the people whom I know, have) get their screens replaced on site otherwise there’s no point of the on-site warranty.
August 23rd, 2007 at 4:01 am
Hi,
I took the lenovo thinkpad x60 like many of the customers for the thinkpads vaunted reliability.
However I’m facing the bezel problem too. Right now it doesn’t interfere with my work but its really annoying to look at a laptop barely a month old abd having this problem.
Also I’m having an issue with stuck pixels (white). Is there anyway to fix this?
August 23rd, 2007 at 4:32 am
Hi,
I bought the X60 tablet for the thinkpads vaunted engineering. However I, like many of the people above, am having the bezel problem. So far this issue is not coming in the way of my regular use but it is highly annoying to face something like this in a tablet that is less than a month old. Also I am no longer in the US so can the problem be taken care of in a local Lenovo service center?
Another Issue I’m facing is of stuck pixels(white). How can this problem be fixed?
August 23rd, 2007 at 9:10 am
I have had my x61t for a month now. The bezel came unglued the day I opened the box, so it is not a heat issue. Also the Turbo Memory has been a waste of money as no fix allowing me to reliably use it has been found. I love the tablet, and sure hope Lenovo stands behind thier product and produces a fix for the bezel issue.
August 23rd, 2007 at 9:58 am
I got an X61 with the SXGA+ screen about a month ago and also experienced the bezel problem within a couple of days. I had requested a replacement for another problem I was having and I was told there was a delay.
I just spoke to my sales and service guy today (very nice guy, very helpful) and he said there would be a further delay until September 10th. The reason for the delay, he explained, is that Lenovo has recognized the problem and is withholding shipments of new tablets until they are able to send out units with the issue addressed.
Can anyone (Tim?) confirm that this is officially Lenovo’s current situation? That they are indeed dealing with the problem on all new laptops going out and that people receiving them at this point shouldn’t be experiencing the bezel separation problem any more?
Thanks,
Jeremy
August 23rd, 2007 at 11:35 am
@Mayank: Two of my friends who have an X61t and myself, have the white (dead) pixels issue too. We have tried applying pressure on the dead pixels as suggested in online articles but it hasn’t worked.
Interestingly, the number of white spots (the dead pixels seem like white spots when the screen doesn’t have any backlighting) have increased in the last few days and scattered all across the screen. Just like the bezel issue, this white spots also seem to appear over time, so it’s a question of “when”, not “if”. With each day, it gets more annoying and frustrating as new issues develop. My screen is also very grainy now. Surely I didn’t expect all these issues while spending a premium amount on a “Lenovo X61t”. It’s difficult to recommend the company and the machine to anyone now.
August 23rd, 2007 at 3:04 pm
With people mentioning the screen being the issue – i disagree and would guess it is the construction of the frame with forces not being spread right, meaning that finding a different vendor wouldn’t solve the issue. I’m sure this isn’t a quick fix if done proper
None the less, i hope for the best.
August 23rd, 2007 at 4:10 pm
Mark – To answer your question, once the problem has been solved and a fix is available, every machine under warranty will have this problem repaired. I can’t say if it would be from another vendor or what the solution might be – there’s just not enough information available right now.
You also noted an increase in dead pixels and graininess; it sounds like a screen replacement is the best option for you right now. If you work through the normal channels, they shoudl be able to take care of you.
Others have discussed an issue where the bottom 1/3 of the screen shows a shaking image – these are being investigated as well, but as far as we know that is a separate situation and the two issues are not related.
August 23rd, 2007 at 4:32 pm
I am supprised that the X60 is not mentioned here. It has the same problem. When opening the tablet, the bezel separates from the screen above the hinge. It remains separated when it is in tablet mode. It is structural issue where the hinge attaches to the frame for the screen. Thankfully the glue is not strong enough. If it remained attached, the screen would be the part that failed due to the stress of the under designed hinge mounting area being transferred to it. I am sure the hinge mount will eventually fail from work hardening(if it is metal or whatever the equivilance is for plastic).
August 23rd, 2007 at 5:09 pm
Thanks for your response Tim. I will admit you are refraining people from thinking no one is paying attention to the customers’ issues. Yes, I would like to get the screen replaced, but as you and most of us know, if I ask for the replacement, due to the issues Lenovo has been having with the quality and supply of SXGA+ (or so we were told) I am not sure how effective that solution would be.
As you said, even if someone went for a replacement, it would be the same material of the screen which will replace their current screens, so I would rather wait for your announcement about the solution of the problems, be it the bezel issue or the graininess, dead pixels or the horizontal lines issue. I wish you good luck for your efforts and although I have been harsh in a few posts, I love this machine and that’s why there is more frustration when things don’t work on it the way they were promised. I am sure you can understand the disappointment and the frustration. Thanks again for your update.
Mark.
August 24th, 2007 at 10:17 am
Tim/whoever – running an article about how rugged ThinkPads are is not a great idea when there are so many X60T/X61T users with bezel/screen problems out there…
For the record…
Anyone can make a mistake in production/design – it’s what happens next which indicates whether a company is in good shape or not.
My X60T was treated like a baby, with minimal tablet use from the start. In fact, I so loved the idea of the X60T (and still do) that I bought it even after hearing the first whisperings of the SXGA+ distortion problem.
Then, within 4 weeks the distortion hit my unit – I now have to use clips to keep pressure on the bezel and therefore get an ok image. Incidentally, a poor advert for Lenovo – when people ask me ‘why the clips?’ I have to say ‘Lenovo problem’. At least some of the many business people I meet must subsconsciously rate Lenovo lower for their next purchase because of it.
In fact, even clips aren’t working any more, so I am going to have to lose my machine for a repair – which many people report as being temporary.
The facts are:
- Lenovo knew there were problems with the screen/bezel as long ago as March 07
- they kept selling the units
- nice guy Tim is obviously embarrassed about this and explains about supplier issues, says they are looking into it
- X60 changes into X61
- X61 exhibits more issues with bezel (but not SXGA+ screen??)
- nice guy Tim reports that they are looking into it
Well, we are now at end August, so what that means is that for at least 4.5 months, Lenovo have been making and shipping a defective product – by defective, I mean one that will at some point have to be handed back for repair leaving the owner without a unit for work.
I think my question would be simply a) why did Lenovo continue to sell a unit with a defective design, b) why are they not taking the advice of nice guys like Tim, c) why has there not / when will there be a recall?
I suspect there is a systemic management failure at Lenovo – either they are desperate to make bucks for cashflow reasons, and so refuse to allow production to halt. Or internal communications are so poor that senior management have no idea about the PR disaster looming.
Whatever, the problem is much deeper than defective bezels…
August 24th, 2007 at 10:36 am
(I’ll kinda understand if this entry is censored, but here goes…)
I’ve just tried a method which has worked for me in the past – basically send a Fax (not email, too easily deleted) FAO the CEO, politely explaining the problem and how their company image is being affected by it
If you want to try also, here are possible details:
Fax: 1-877-411-1329
FAO: William J. AMELIO
President and
Chief Executive Officer
(and CC: YANG Yuanqing
Chairman of the Board)
This has worked for me in the past with big corporations – often these guys are just not kept informed.
August 24th, 2007 at 11:33 am
Mike,
Although I don’t plan on doing it myself, I commend your initiative of faxing the CEO. I say I don’t plan on doing it but I should add…yet. At this point the problem is minor and I haven’t experienced any problems with repairs. However, I will definitely be keeping the information handy for future reference. As I mentioned above, I am waiting for a problem free replacement. If that fails to result in a satisfactory solution, I will definitely be adding my name to the list of people mailing the CEO.
I agree with your sentiments entirely. I think the X61 has the potential, simply put, to be the best laptop I have ever used (and that’s coming from someone who has upgraded his system every year for the last 10 years). It would be an incredible shame if it were marred by a design flaw, an error entirely Lenovo’s fault, that should have been caught by QA.
There is no way I will be putting clamps on my system to get it to “function.” I will take up a fight will whatever level of management is necessary to send it back and go find myself the next best alternative. I refuse to accept that we need to live with production errors. And as Mike pointed out, once a person walks out the door, it’s not just the loss of a sale for Lenovo, it’s the lost of a customer and all of the future potential customers they come in contact with on a daily basis.
All that having been said, I really do hope that Lenovo gets this worked out. As far as I am aware, there are no other 12″ tablets out there with an SXGA+ screen. Lenovo is a leader in the field as far is technology goes. Let’s just hope they can turn things around and demonstrate and equal level of leadership in regard to production.
August 24th, 2007 at 1:08 pm
I’ve barely been able to use my x61t in tablet mode since my desktop died, yet when I do the gap under the bezel and distortion of the frame during screen repositioning is such that I doubt this machine will be able to make it to the end of year under regular tablet use without total structural failure of the screen assembly. Losing a month of use for a repair will be very expensive for me.
This is my first experience with a Lenovo machine and it has not been very positive. From the initial extra weeks delay in delivery past the initial estimated ship date, the instability while on battery, through this screen problem, it seems to be just one problem after another. I could overlook any single issue on its own, but it’s the combination that gets me. The features on this machine are great, but I would trade most of them for simple reliability. I hope Lenovo is able to work this out quickly and with minimal disruption to it’s customers. Please change my mind about the company.
August 24th, 2007 at 2:43 pm
Danny I apologize for posting under my real name after you had done so initially. I will use this nic for future posts.Sorry!
Lenovo from my understanding is aware of the problems and is in the process of investigating the issues. It was prudent of them to suspend offering the SXGA+ option for the X61T. I wish they would have acted sooner, then I and all the others wouldn’t be in this mess.
Hindsight is 20/20 though. How they handle this problem now will ultimately determine whether they have learned any lessons. I think the questions MikeM asked are valid and there may be some truth to the insight that the problem goes beyond just defective bezels.
I think they put out a really neat TabletPC. The X60T that I purchased in March is working just fine… for now.
I hope they get their act together. I wish them luck.
August 24th, 2007 at 5:24 pm
I just wanted remind everyone that if you are unsatisfied with your machine and do not want to wait for the results of our inquiry, please do have your machine serviced. Our official quoted service time for units sent to the depot is 3-5 days, but the vast majority are fixed within 24 hours, and counting shipping times, it’s really a 3 busiess day process for most. You also have the option to find a local authorized service center where you can bring your machine in for service. Look for a local service center here.
Have a good weekend everyone
August 25th, 2007 at 5:38 am
I’ve ordered my tablet X61 Tablet XGA on 08/16/2007, for which I can’t seem to be able to get the order pulled up, when I click on the link that was sent to me by my sales guy, it says: “retriving order information, please wait just a moment” than the letters “dfdf”, appear on the screen, and by that i bean plain old Tines new Roman size 10 on the top left of the screen. Anyone know what this means?
Are they officially delaying orders fo the x61t due to this issue?
I called tech support, and the guy still did not know anything about the screen issue. He said something about looking at “the board”. Then he came back saying that “there was not mention of this on the board”. Not sure why there hasn’t yet been some sort of bulletin out advising techs how to handle these calls.
I too, was very disappointed that a company a company such as IBM/Lenovo would realease something like this to the public, knowing the reputation they carry. f
My sales guy said that there was a 15% restocking fee, if I decided to return it. I hope he was just trying to deter me from canceling. If this issue is not resolved soon I don’t think I’ll be keeping this tablet. I’ve been recomending this tablet at work and now I’m starting to regret this.
August 25th, 2007 at 10:29 am
I am also having similar problem on my X61 tablet and it is a XGA screen. I actually choose to get the XGA screen after hearing about this bevel problem, thinking that it only affects the SXGA+ version. Much to my dismay, after 2wks of usage, similar problem also cropped up on my tablet. I have already send a hardware request to IBM but I am hoping that remedy from IBM will be made available soon, instead of just replacing the LCD screen which I believe will not solve the root of this problem. It appears to me that the bezel comes out due to some stray stress generated on the hinge which results in the adhesive coming off after some time.
August 25th, 2007 at 7:58 pm
I am saddened by the severe quality problems that my beloved Lenovo is suffering from. I’ve experienced the bezel and SXGA screen problems on several X60/X61 Tablets. All of them took about a month to get repaired… only to have the same issue reoccur on most units, as well as new problems springing up on some of the others. i’ve also had other problems with some X60 (non-tablet) notebooks as well. {sigh} I’ve loved ThinkPads for many years, but my recent experiences with them has killed the TP loyalist in me. i hope lenovo hears us and is willing to turn things around. but it may be too late for some people. I, for one, have already lost faith… i currently don’t even expect (or want) lenovo to make things right any more. i just want the nightmare to end.
August 26th, 2007 at 11:04 am
I, too, had the screen bezel separation problem and sent my machine in for service, but I was told on the 4th business day after I sent my x60 in that the depot was waiting for parts and they had no idea how long it would be. I need my tablet for school and have told the depot to return the computer to me unfixed. This is very disappointing.
August 26th, 2007 at 7:27 pm
Poor of me, I was about to buy (in France, I’m french) a Lenovo X61 with sxga, which seemed to me the best tablet pc of the moment (hight resolution, eraser on the pen, indoor/outdoor screen and great angle of view, and santa rosa inside…) but due to this problem I think I’m gonna look for another model
.
I’m a graphic designer/sketcher, and I spent these days lots of time on the internet looking for informations about the best tablet pc.
I’m very upset about this bezel issue, everything was too much perfect ,(…
August 26th, 2007 at 7:47 pm
While your official service time is 3-5 days, for many it has been a 1 month ordeal. The depot has stock issues with SXGA+ screens.
August 26th, 2007 at 11:05 pm
I sent in a x60t for the horizontal line issue (sxga+) on July 10th and received the repair unit August 16th. Saying people should just send in their unit for repair is outrageous. Can anyone confirm turn times are currently measured in days not weeks for screen repairs? No one has confirmed whether replacement screens will not have the same issues.
I truly do hope for the best at this point. Lenovo/IBM generally make a stellar product. However, my faith has been shaken.
Thanks for this blog and the ability to comment.
August 27th, 2007 at 2:08 pm
Tim,
I have had my X61 Tablet for 1 month (after waiting 1.5 months for it) and also have the bezel separation issue.
When the issue is addressed, where will notification on how to get the repair done be posted?
The interim solution of sending it to the depot is not appealing. Aside from the fact that you’ll likely just have the same problem again, the forums contain numerous stories of 3-5 week delays getting their machines back, and then only to have no digitizer anymore, or other problems like botched reassembly.
August 27th, 2007 at 8:04 pm
lowspeed – we have to use multiple source vendors in order to keep supplying parts when a particular vendor cannot deliver. If I understand correctly, the SXGA+ displays became single source after a manufacturer we were using went bankrupt. And you know where THAT got us.
August 27th, 2007 at 8:08 pm
Eli Allen – The size of the display bezel shouldn’t affect how rugged it is. As far as the low temp test, it has some very specific paramenters for how long a machine is subjected to cold, at what temperature, and so on. Machines that are certified for very low temperature environments often have a heater for the HDD to help get around this. Otherwise, fluid bearings tend to get so stiff that they don’t really do their job.
Best practice if you’re bringing a machine in from the cold is to let it get to room temperature first. However, we do test our machines to very low sub freezing temperatures.
I agree that HOW a machine fails is also important, but according to the MIL spec tests, they don’t care. The fact that it fails means that it fails. End of story. If you stop and consider that a failed machine in a military environment means people might die, then you can see their point.
August 27th, 2007 at 8:10 pm
John Howard — Bring it on.
We’d LOVE for a magazine to do a head to head test again. Most of them have exited the durability testing business and refuse to do more. It seems that even after they come up with scientific methods, some vendor attacks them for not considering something. They’ve washed their hands of it.
August 28th, 2007 at 12:16 am
Got my X61t on 8/8 and in two days had bezel separation (SXGA+). Sent back twice for repair, second time was returnd with glue smudge on “lenovo” logo(!). How’s that for irony? Will be calling Lenovo every day until I get an RMA.
August 28th, 2007 at 3:58 am
Tim — it has been a week since you mentioned that the engineering teams are investigating the problem. Is there any update on the investigation yet? How long would you expect a comprehensive plan to be worked out?
IMHO, this is not just a technical problem. It is about how Lenovo treats its customers. If Lenovo releases a new product that is defective and cannot be fixed by the service depot, Lenovo should at least accept returns of defective units and offer exchanges or refunds, with no restocking fee charged. This is not the story I see on the forums and on this blog. Instead, your suggestions are
(1) Let us live with the defective machine until your engineering team comes up with a plan. This at least sounds constructive from an engineering point of view, but this is not what I would expect in terms of customer service. Why should I LIVE WITH a defective machine that I paid full price for, and one that cannot be fixed? If you don’t have a way to fix the defect yet, you should keep accepting returns before you find a way to fix it. Accept the return, and refund us please. (the returned units may help your engineers investigate the problem, too)
(2) Send the machine to the depot if you can’t wait. This is a horribly irresponsible advice. First of all, if the defect cannot be repaired, does it make any sense to send it to the depot? More importantly, if you have read the stories on the forums then you should have known that there are people spending several weeks with the depot only to see their machine come back with more problems. Why did you avoid mentioning this and emphasize “most repairs are done in a day”? This can be extremely misleading for your customers.
What you should do on the customer service side, is to provide EXCHANGES or REFUNDS for defective products that cannot be effectively repaired in a timely manner. Is this too much to ask?
In fact, even if you have offered this choice, most loyal and tech-savvy customers would probably still choose to live with the defective units until there is a good way to fix them. The last thing you should do is to keep your customers frustrated, angry, desperate and losing hope for your company and your Thinkpad brand. I used to be a big fan of Thinkpad products. I own several Thinkpads. But now my faith is shaking. If things keep going like this, I will stay away from Lenovo. I will show this non-returnable, non-refundable, non-sell-able, non-repairable and cracking machine to my family, my friends and my company and ask them to stay away from Lenovo.
Lenovo, wake up and stop losing your customers.
August 28th, 2007 at 7:56 am
Matt: If you were down to just one supplier of SXGA+ screens wasn’t there any quality control policy applied to that supplier’s screens? It seems that Lenovo, irrespective of the quality of the screens, just went on to complete the orders, of course ignoring what an outrage this will create among the customers. As a matter of fact, eventually that’s what you are seeing on this blog and numerous other forums. Please forgive me but it seems Lenovo has given up on these issues that we all are facing. There’s no indication, other than yours and Tim’s posts on this blog that the issues are really dealt with.
For Lenovo, it is the brand which is the anchor for it’s marketing and it survives on the brand loyalty of its customers. I don’t see the brand loyalty increasing with the way the issues are being handled. It has been a week since the investigation began, yet there is no conclusion. Even more disappointing (read “disgusting”) is that the sales reps. and the technical support staff is not even aware of these issues. Is this the beginning of your downfall as a company in the tablet market or what? Or even worse, has this company been always like this? WHENEVER THE TABLETS ARE SENT IN FOR REPAIRS, WITH THE KIND OF RIDICULOUS DELAYS THAT HAVE BEEN HAPPENING IN FIXING THE ISSUES, YOU MUST PROVIDE AN ALTERNATIVE LAPTOP TO EACH OF THOSE CUSTOMERS.
If you have been reading on the forums, the number of people reporting to Better Business Bureau is increasing. Sooner or later, out of frustration and inactivity on the part of Lenovo, that number is just going to rise. If the procedures to handle these issues can’t be expedited at your or Tim’s level, please involve even further upper management. It seems quite possible the top management doesn’t know about this issue if the tech. support is ignorant about it. I know someone, who out of frustration from the way this situation is handled by Lenovo (or lack thereof), has already written to Businessweek and is going to write to CNET and other media with elaborate examples of how people are suffering and what kind of service they are getting. On the forums, a few people have discussed a Class Action against Lenovo. If Lenovo fails to get its act together on such issues, the future doesn’t seem too bright for the company. If IBM was any better, I hope the merger between IBM and Lenovo is annulled. Waiting for the announcement about the solution…
August 28th, 2007 at 6:44 pm
Hi all,
We had several machines on the way to our engineering teams and they have just arrived. As soon as we have some word from those teams, I will update everyone here.
August 29th, 2007 at 8:16 am
I have the bezel problem, too
August 29th, 2007 at 11:00 am
Would you please start a new blog entry when there are big news on this issue?
I think this matter deserves a topic on its own.
August 29th, 2007 at 2:01 pm
I think that is a great idea.
August 29th, 2007 at 9:01 pm
Mr. Supples:
I thought you said a week ago that your engineers were already looking into the issues and now you are announcing the machines have just arrived?! Which one is true?
August 30th, 2007 at 5:41 pm
I sent my unit in for repair on Thursday 8/23. I had both issues, the bezel seperation and the horizontal noise on the bottom third of the screen. Had it just been the bezal, I would have waited, but the noise problem renders the machine unusable for me.
It was returned today, Thurs 8/30. It took exaclty 3 times of opening and closing the unit for the bottom edge of the bezel to break free and resume the popping / clicking sound when moving the screen. It appears that there is not an acceptable repair for the bezel issue yet. I hope my screen works until the correct fix is developed.
August 31st, 2007 at 5:28 pm
The thing that baffles me entirely is that this is NOT a intermittent problem nor one that only appears after months of use. This is something that Levono QA would have experienced with each and every unit that they tested within a couple of days.
That means that they would have experienced the problem themselves, known that it affected each and every one of their premium priced, top of the line laptops…and went ahead and put them into production anyway.
That’s negligence. That’s a insult to their customers.
It’s not a “little problem with the bezel” when seen in this light, it’s a systematic failure of management to respond to an issue. Where is the trust in a company that is willing to ignore obvious production problems. Who can say if there were other longer term, more significant problems they found with more extensive testing that they also chose to ignore and pass on to the client.
Come on guys…Tim, Matt, David…this isn’t acceptable. It’s something that you need to air out, present to the public, with a publicized apology and deal with it fully and completely, even is that means restructuring the screen’s frame complete and doing a recall on all units in the field.
And please stop suggesting people send their units in for repair when you know there is no acceptable repair currently available.
I agree with the opinion above, that this needs its own topic. It laughably ironic to have this discussion falling at the end of a proud statement of Lenovo’s commitment to to ruggedize thinkpads.
August 31st, 2007 at 5:58 pm
Jeremy,
You didn’t get the point.
The high-end x61 tablet is designed to survive the MIL-STD-810-510.4 test. In tablet mode, the bezel automatically opens a gap to buffer sand and dirt, which will be subsequently melted by heat and reinforce the structure of the tablet. This process helps the tablet to pass the MIL-STD-810-743.4 test (stopping bullets).
It is not a bug. It is a feature.
August 31st, 2007 at 8:30 pm
Also (since this has become the unofficial X61t problem blog), are the engineers aware of the rampant problems with intermittent freezing of the system, particularly with turbo memory enabled or on battery? I’ve just completed a complete wipe of the system, installed everything clean and from scratch, and even installed the upgraded intel turbo memory and matrix storage drivers directly from intel (as suggested by lenovo tech support), and am still battling the freezes. In comparison, the bezel problem is irksome at best.
September 1st, 2007 at 3:33 pm
I have the bezel problem as I stated earlier but also now my trackpoint pointer has a mind of it’s own. Constantly it will start drifting on it’s own and it is hard to control when it does this, I find I have to readjust the redpointer by moving it all around and hoping it “unsticks”. I’ve experienced more problems with this product than I’d say all the problems I’ve had combined with all the computers I’ve owned over 10 years.
September 1st, 2007 at 5:34 pm
Mr. supplies- i think i made the mistake of ordering a lenovo x61t this weekend, i am now very worried that you will ship a now known faulty product to me. In your description what will be done to correct the bezel problem could you tell me if lenovo will fix the problem before a new batch ships at the beginning of September? I think i should cancel my order if lenovo is planning on shipping x61’s without correcting the known bevel issues first.
September 3rd, 2007 at 2:11 am
I really wanted to order the x61t, especially with the current discounts and the multitouch feature. However, with the still unresolved issue, I’m now leaning over to the Fujitsu T2010.
September 3rd, 2007 at 10:12 pm
Just a quick note to add “me too” to the list. I received my unit in early July. A week ago it developed noise (horizontal lines flikering) on the bottom third of the screen (sxga). I can’t wait for a solution so I’m calling in for repair, even if it’s temporary, tomorrow. Wish me luck, all.
September 4th, 2007 at 11:01 am
I really, really, really hope these issues are resolved to the normal Thinkpad build standard, they have a well earned reputation for lasting reliably for decades, and I can’t afford to invest anytihng like that kind of money in sometihng that doesn’t.
I too hope the issue is resolved with clipping or screws instead of adhesives of any kind, though I can understand the problem with such a thin display, but clearly this situation is unacceptable.
I am not currently an x61 owner, but having researched the available tablets at the moment I’m simply not interested in any other product. This was accepting that I would absolutely be paying a several hundred pound premium for a *seriously* robust product, and the SXGA+ screen ( 1024×768 needs to be fully buried in the 1990s where it was spawned! utterly useless for coding or design work).
Sadly until this issue is completely resolved (and they finally fill UK stockists) I’m stuck agitatedly drumming my fingers, desperate for a new laptop.
September 4th, 2007 at 2:08 pm
David, Matt, Tim please update on what the tech support ppl think about the problem and how they’re gonna solve it!
September 4th, 2007 at 5:30 pm
I ordered my tablet a month ago and it should be shipping any day now. I called in today to ask as to whether the issues mentioned above are being taken care of and the representative told me that there are no problems affecting the x61t. He said only 1 in 1000 customers may report a problem…It’s hard to have faith in Lenovo. Are they really taking these issues seriously?
September 5th, 2007 at 8:56 pm
[...] Read | Permalink | Email this | Comments [...]
September 5th, 2007 at 9:33 pm
August 28 was the last time a Lenovo rep said anything; that is over a week ago. How about an update?
I am trying to make a decision if I want to buy an x61, and unless i hear some reassuring words that the problems will be fixed shortly, I find it hard to spend my money here and I own two thinkpads. I work in a comission business and I cannot take a chance that the tablet dies on me..I am out of work.
So what is the resolution and what will Lenovo do to fix existing machines?
September 6th, 2007 at 12:01 am
Well, I haven’t complained yet about my bezel popping loose because:
1) I’m aware that Lenovo already knows about the problem
2) I don’t like to be a pest.
If I was a manufacturer who already knew about an issue and had said, “Hold on a bit; I’m working on a solution,” and you kept calling me to remind me of the problem; I’d think you were a pest.
However, if they think there isn’t really a problem because only 1 in 1000 calls, then maybe they need some more “pests.”
Lenovo, don’t mistake my desire to be courteous with permission to shirk your responsibilities.
September 7th, 2007 at 6:04 pm
I have a replacement tablet that should be arriving Tuesday. My sales rep was adamant that the problem has been solved and that, here in Canada, the main office was refusing to accept shipments until that was the case. I referred him to this page and suggested that if it really had been solved I would have thought this would be the first place to hear about it. Nevertheless he insisted that, according to what he was told, it was a problem that only affected one batch. If this blog is any indication of the extent of the problem I would think that’s very unlikely but I took his work for it. We’ll know Tuesday.
I’ll keep you all updated regarding the replacement. If it’s truly fixed, that would be great news for everyone. If not, I’ve already let me know he can start writing up a second RMA.
September 8th, 2007 at 11:40 am
Hi,
like Jason I wanted to order an x61 tablet the next week, but since the bezel issue seems to be not solved at all I’m really going to reconsider. I would regret that, since it seemed an excellent machine, and I totally trusted Thinkpad as far as quality. I don’t want to receive a damaged unit so if i’m not garanteed that the problem has been fixed I will choose another company.
September 8th, 2007 at 5:52 pm
I guess my x61 tablet was in that defected batch. So what should I do Tim?
September 8th, 2007 at 9:58 pm
It would be extremely helpful to everyone if one of the official Lenovo voices would join in here with a quick comment to state whether the bezel issue was a “batch” issue or a general design flaw and update us on the current state of things.
From reading this blog it sounds like EVERYONE is having these problems but then you have to keep in mind that the people coming here are the owners that have searched for this problem and found this blog. So it makes sense that everyone here is having the same problem.
My sales person made it sound as if, based on his experience, 90% of x61 tablet owners are completed satisfied and have units without this problem.
It would take a single sentence from Tim Matt or David to confirm this or set it straight. Where did you guys get to? Are you no longer listening to our concerns?
September 9th, 2007 at 9:49 am
There has been no comments here from any Lenovo person since Aug 28. I think that is wrong. From what I read in the blogs the bezel issue is not confined to one batch, but does seem to be more prevelent in the svga+ screen. It is true that no one really knowa how common this is, as the people who dont have the problem never say anything.
When I called a sales rep they denied that the problem existed. Ha Ha.
Lenovo builds good products but the customer service gets low marks. It isnt like the old days when IBM owned everything.
Tim, etc., how about some sort of comment? You guys should do better than the Direct2Dell blog; look at the nightmare there!
September 9th, 2007 at 11:59 am
I have an order of three X61 Tablet SXGA+ tablets that is on hold because of the bezel issue. I won’t order till there’s some confirmation somewhere from Lenovo. And the SXGA+ option is available again on the customization page.
We’re getting impatient though, forced to look at options. Any official or personal word would help.
September 9th, 2007 at 12:10 pm
yes, i agree, some official data would be better than leaving the situation unclear or among rumors:
is the problem occasional or not, does it concern every type of screen, is it due to a fault within a particular plant or has it been observed on units coming from any factory, will the problem be easily solved, how long will it take to place an order being sure to receive a unit without this problem?
Thank you.
September 10th, 2007 at 8:25 am
Hi @ll,
The Toughbooks and Thinkpads are two completely different notebooks.
The Toughbooks are more proof that a lenovo pc.ight;
I have a CF-W5 and I´m very very happy with this notebook. The CF-W5 is very light and he is very fast. His processor is the burner!
The display solution is very hight and I something, when I go to customer, I forget that I have it into my bags: it´s very light: the notebooks is like a diamont for me;-)
September 10th, 2007 at 11:31 am
Does anyone have information as to who to contact about returns? I can’t continue to put up with the freezing issues and bezel problem. I don’t feel that it’s reasonable to accept a patch or repair on a brand-new $2100 computer, and the retailer I purchased it from will not accept a return, despite the product being defective as built. This thing is less than a month old, and i’ve tried 3 factory restores in order to get it to work reliably, all unsuccessfully. It’s time for a refund.
September 11th, 2007 at 7:27 pm
So I had called in last week and very nicely asked for a cancelation of my order due to shipping delays. The rep told me to call in a week to see if any progress has been made. I received a voicemail yesterday saying that the tablet would be shipped earlier than the new ESD that I was given. Even so, I couldn’t erase my disappointment with the way Lenovo had handled the issue.
So I call in again today and tell the rep that answers that I would like to cancel my order. She asks for my order number and says “OK let me transfer you to the such and such department”. I’m waiting on hold for half an hour and another guy picks up the phone. I tell him I would like to cancel and he says OK. He inputs it in the system and that’s it.
No one even cared to ask as to why I’m canceling or if they could help me with anything. How extremely unprofessional. They simply couldn’t care less that I was canceling. I was shocked. Never in my life have I experienced such an indifferent customer service.
I honestly would have thought over the cancelation if one of the reps seemed to care to address my problem. But I know now that I did the right thing.
I really hope they manage at some point to get their act together. It’s a shame (and maybe a disgrace?) to everything IBM used to stand for.
September 11th, 2007 at 11:25 pm
The quality of lenovo’s service is just, for the lack at words, amazing. At first I upgraded my standard warranty to two-year onsite, After three weeks, their system still showed that my warranty is expiring in 2008. I called in, and was transferred from department to department without gelting any real help, After 1 hour and giving out my customer number and order number for at least six times, someone told me that they have updated my warranty information in their system. I was then asking to upgrade my warranty from 2 year o 3year, No problem, I was told and was hanged up, but I didn’t receive any confirmation emails so I called in in again, Turned out the person just throw my order am any, and the se
September 11th, 2007 at 11:37 pm
I was actually scolded by the sales representative for trying to make the upgrade. He made it sounds like I was such an inconsiderable person that I totally don’t care how much trouble I would cause for the lenovo people. Although I was feeling ashamed, I decided to insist on upgrading my warranty. I was told that he can reluctantly do so. But guess what, my order was thrown away for the Second time.
The lenovo orderly department is an asylum run by the inmates. that the only conclusion I got.
On the positive side, I totally loved my X61t despite the bezel problem.
September 12th, 2007 at 12:15 am
Be careful about your cancellation order john. i tried to cancel my own order and found out that they just rush shipment of your pc when you do cancel. i was told my order was canceld (2 days after purchase of the x61t). I was told my card would not be charged. I was told my original estimated shipping date was on the 15. (before canceling order) .
yet my ship date was quickly changed on the 6 and my card was charged as well as the pc sent despite cancellation . Of course this was after staying on the phone on hold for a hour, being transfered and then waiting another hour to talk to a guy about cancellation. If you look around i am not the first guy they rushed shipment upon cancellation.
September 12th, 2007 at 12:23 pm
I cannot believe there still has been no update here about the bezel problems, nor are the customer service issues being responded to. Clearly lenovo has fallen off the cliff in customer service AND communication. It is making it very hard to want to buy an x61t.
The Dell XT will be out shortly, and while they certainly have their issues as well, I am far more comfortable dealing with them, as their support does respond.
So Lenove, how about it!
September 12th, 2007 at 2:10 pm
Due to this lack of communication, customer service inefficiency and all the problems that people are experiencing i give up, i’m not ordering the x61t, i’ll wait for another tablet with the same characteristics from another brand like fujitsu, toshiba or dell.
goodbye lenovo, it was not a pleasure not to meet you.
September 12th, 2007 at 4:18 pm
This service is absolutely terrible, I am tired of dealing with Lenovo, long hold times, complete denial of all their problems by service reps. Not only do they deny everything but they speak down to you all the time as if it’s not their job to be support and that you are “making up” or creating these problems yourself. I want a refund for this terrible service and I’d like to return my X61. This service is completely unacceptable and is flat out the worst service I’ve received from ANY company on all ends, ordering support, customer support and technical support all need severe management changes.
September 13th, 2007 at 3:53 am
I called to see if this issue has been fixed and tech support/sales had no idea what I was talking about. Looks like I’m getting a macbook pro.
September 17th, 2007 at 9:02 pm
I too, have had the problem. Had onsite repair come out and replace the bezel, with no change. I am appalled at Lenovo’s service, and that there has been no official comment on this design flaw.
Of course, when I got the X61 in July, the Vista x64 screen driver on the download site wouldn’t extract, and I called in asking for a version that did. The installed driver continually blue screens, as well, so a new driver is a requirement. (I downloaded and installed the latest Intel reference driver, which works fine.) It is now three almost three months later, and the driver wasn’t updated last time I looked (last week). It’s amazing to me that Lenovo engineers called me back to confirm that the driver file was damaged and unusable, yet they STILL, months later, haven’t posted a later version. What’s up with that?
In any case, I’ll be checking back often to look for a fix for the bezel issue.
September 17th, 2007 at 11:02 pm
Tim, it’s been three weeks since you last posted. Any update?
September 18th, 2007 at 8:48 am
It is so frustrating that there has been no response from lenovo for weeks. I would like to buy an X61t, but not until i get an update from them.
I read on a blog last night that someone had their screen repaired with a different type of tape that so far seemed to cure the bezel issue. So perhaps progress is being made. It would be nice to actually have a comment about it, instead of insulting us by staying silent.
September 19th, 2007 at 11:18 am
I am also surprised by the lack of information from Lenovo. I ordered a X61T on 7/28. My current ship date is 9/25 after the original ship date of 8/30 got bumped. I am dreading receiving the unit and having problems with it. I am also dreading that they may never get repaired or addressed by Lenovo. This is my first time trying a Thinkpad laptop. If this experience is bad I may never buy one again and I will definitely recommend to my colleagues to buy a different Tablet PC then a Lenovo one.
Lenovo you still have a chance to do everyone right. All you have to do is communicate progress and keep us informed. Then make sure the problem is appropriately fixed and causes no inconvenience to your customers. If you were to do that Lenovo everyone would applaud you and it would steer more customers towards your products as opposed to driving people away.
September 19th, 2007 at 2:48 pm
I am in similar boat. Got one for our company a few weeks ago, liked it, ordered another one. Hadn’t seen these threads online about the bezel issue prior to ordering. (If I had, I probably wouldn’t have purchased) Haven’t experienced the issue on the first one yet. Waiting to receive the second – dreading that it will have this problem. Expected shipment 10/8.
September 21st, 2007 at 11:13 am
Waiting is killing me. I want to buy one of those when the problem will be fixed.
September 21st, 2007 at 4:49 pm
Well I have a feeling that Lenovo is holding up production. I took the plunge and ordered an X61 today as I really need the tablet for my small business. I ordered the multi-touch.
If you look at the website it says “1-2 weeks” Well, that is a total LIE. After I paid, the receipt says October 17, basically 4 WEEKS.
So the website misrepresents the product, and i can only assume (and hope actually) it is because they are holding them to fix the problem.
Its ok, though, the Dell XT will be out before then, and I can always cancel and buy the Dell. I prefer the x61 so I hope that will not be necessary.
September 21st, 2007 at 9:08 pm
I too will hold off ordering an X61T until the bezel problem is officially fixed and announced by Lenovo. I suspect a lot of us will be doing the same.
September 22nd, 2007 at 7:19 am
I also wanted to buy X61 Tablet but now I am afraid to do so.
I need to buy as quickly as possible, which alternative would you recommend?
September 23rd, 2007 at 5:16 pm
@Jason:
If you check in some of the forums it’s always been at least 4 weeks until shipment though the website states less initially. As far as rumor has it that has more to do with the scarcity of high resolution 12″ screens than with actually fixing our problem.
Also note that as it seems shipments are usually sent out in batches meaning if you ordered right after one of these cycles you’ll end up waiting longer than 4 weeks (plenty have waited for 6 to 8), whilst ordering at the end it might arrive in a week or so. Lenovos status of your order is just a random number on the save side and doesn’t represent the status of your specific tablet.
Though i forgot – given you ordered a multitouch screen with a standard resolution you shouldn’t have any problems with the order – low resolution screens are usually in stock and arrive within 10 days. But again – the 4 week estimate has always been stated after placing the order. I wouldn’t get my hopes to high on this being affiliated with the bezel issue.
My guess is they are ignoring us and our problem for this generation and might fix it in the next, probably just changing the glue instead of ensuring a proper spread of forces.
Then again, the downside of always having stuck to the same design is maybe they can’t afford changing the tablets construction drastically at the budget it is set at. This is just a wild guess but it could be that Lenovo is so used to using the same design that they don’t dare to, aren’t used to and can’t afford to change it drastically. Could be they’re stuck!
For myself i can say i competition is growing and i probably won’t go with lenovo the next time unless they change the whole screen substantially. Just one look at fujitsus t2010 makes me feel like i’ve bought a second rate screen. But for now the specs are luckily not comparable in favor of lenovo.
September 23rd, 2007 at 9:07 pm
Danny
I appreciate your comments. I also looked at the t2010. Unfortunately if you option it with a comparable 3 year with protection warranty, it is about $700 more expensive than the X61. While the quality may be there, the machine is slower, and since I am on a budget, I could not afford to choose it.
September 24th, 2007 at 1:21 am
Jason,
You’re right – for now specs wise the t61 seems the best option – if only the screen..
But from what i hear you’re lucky ordering the multitouch. It ships faster and it seems the bezel issue, while appearing on more or less all swga+ screens, is not as common on the multitouch. Maybe less pixel equals less heat? Just a guess though..
Enjoy your machine, it’s truly light and fast, and let’s hope the bezel gap will just not appear!
September 24th, 2007 at 9:06 am
Ordered my X61t sxga+ on 7/23/2007.
Received it 9/21/2007.
Bezel issue appeared with two days of use.
I’ll just observe the situation and send it later in the semester for warranty. I’ll hope it’ll be atleast usable for a few months as my studies are at quite a critical juncture.
Otherwise the tablet is a dream.
++Addie
September 24th, 2007 at 7:59 pm
Lenovo (Tim Supples),
What is the status of the SXGA permanent fix? I have an X60 and my monitor has been unreadable (lower 1/2of screen) for about 5 months now – I don’t want to send it in until I know that it will be permanently fixed. Like many people, this is my only comptuer and I use it all the time (have been using it as a desktop for the past 5 months, rather than as a tablet). Will Lenovo provide a replacement computer for this repair period? If this is not the appropriate forum to discuss these issues, where should I go to? I’m not going to send my tablet in for servicing if there is a high chance that it will not come back fixed or if there is poor communication from Lenovo. Suggestions?
September 26th, 2007 at 2:59 pm
I was really excited about purchasing the x61for my medical staff, but have switched to motion because of the lack of feedback regarding the bezel problem.
September 26th, 2007 at 4:34 pm
Danny, The SXGA screen has a different coating to the Multitouch screen which is causing the problem.
My X61T SXGA screen bezel has started coming off as well. Opening up the screen creates a loud pop as the bezel unglues itself from the screen.
Overall I am throughly disappointed with the X61T. Aside from the bezel popping, I really hate how the keyboard surround is molded in 2 pieces, leaving join lines that flex under the slightest pressure. I hate the cheap toy like sparkly silver and blue buttons and the jog wheel that doesn’t sit center. I hate how the screen discolors from pressure as you twist it. I hate how the “Lenovo X61″ sticker / light surround at the bottom of the screen doesn’t sit properly in its groove, sticking out a fraction near the hinge.
Compared to the X41t that I upgraded from which was physically perfect, bomb proof, just plain impressively built, the X61t is a joke.
X41 build quality + Santa Rosa Centrino Platform + 2.5″ 7200rpm disks… now that would be a machine…
September 27th, 2007 at 11:58 am
Dear Lenovo,
having read about the bezel problem with the X61T I am currently holding off on my planned purchase. I wonder where I can find out when and that the problem is solved? And I mean: really solved?
I’ll look here periodically, so it would be fine to leave an answer here.
Wolfgang
September 29th, 2007 at 3:13 am
http://forum.tabletpcreview.co.....php?t=8915
Almost 80% of us have the LCD bazel separation problem. 80%! Please fix this problem first. Then gloat about how “Ruggedized” your Thinkpads are.
–Another Pissed-Off Thinkpad Owner
September 30th, 2007 at 5:51 pm
The offering ends today
and still no solution. 525$ off!!!! I’m very disappointed.
October 1st, 2007 at 1:14 pm
Update everyone, please.
# Tim Supples Says:
August 28th, 2007 at 6:44 pm
Hi all,
We had several machines on the way to our engineering teams and they have just arrived. As soon as we have some word from those teams, I will update everyone here.
October 1st, 2007 at 2:41 pm
What are lenovo doing?!
Althought my x60t doesn’t have the unglued bezel issue yet, I still want to ask.
October 1st, 2007 at 4:30 pm
I have the exact same problem. bezel pops off the panel. right now i’ll wait and see what lenovo does, because i need the notebook and i won’t send it in if that means being without for a month.
just chiming in to add my voice.
October 1st, 2007 at 6:25 pm
Well I received my X61T with the MV/MT and am mostly pleased. Shipped 4 days after ordering (not one month like the webpage stated), only took a little over a day from Shanghai to NY.
No bezel issue (not svga+), and everything works. I installed 3gb of ram and it is quite speedy.
I am not lovin the screen however. I use 1024×768 on my 12″ screen on a Dell X1 and it is sharper. One step up in the resolution scale would have made all the difference.
As far as this blog is concerned, there ahs been no response since late August. I think it is disgusting that these people are so rude that they cannot make even a comment full of bs. This is the same attitude Dell has developed on their blog with the delivery problems they have had. They just stopped responding.
This is a level of arrogance that I, as someone who’s compensation hinges on good service, finds unprofessional.
October 2nd, 2007 at 10:21 am
I think it is about time for us to take some action. I live about 8 hours from their Morrisville design center in North Carolina and have been contemplating driving there for over a month and trying to arrange a meeting with someone who could do something about this problem. The only thing keeping me from doing this is the fact that my time is pretty valuable right now since I am right in the middle of medical schood.
I’m not an engineer but I could easily come up with a fix to the problems with the x61 tablet over a couple days time. The way Lenovo is dragging this situation out and still advertising their “awesome” x61 tablet is absolutely ridiculous. At the very least they should upgrade everyones warranty to on-site so that no one will be stuck without a tablet for their mistake.
Also, I not only have the bezel problem but I also have the shaking horizontal lines on the bottom third of my screen. You can imagine how big of an inconvenience this is since I keep all of my notes from school on my computer. If anyone wants to work together in taking some action let me know…..because I’m past my breaking point with Lenovo and their horrible regard for their customers.
October 2nd, 2007 at 5:54 pm
Dear Tim Supples,
After reading glowing reviews for the x61 tablet, I was about to purchase one.
However, I learned about the bezel separation issue, and about the
fact that customers are getting little help from Lenovo on this, and I changed my mind.
I think that many people like me are getting discouraged from buying an x61 due to all the bad publicity. It would be good for the company if it kept the public informed about their progress in finding a solution. An official promise from Lenovo to recall and repair the affected products at no cost to the customer would also be helpful, especially since Customer Service seems to be ignorant about the very existence of any problem. It’s been more than a month since you have addressed this issue, there are many worried customers, and probably many other people that have decided not to buy your product because of this issue, so some serious update would be very appropriate at this time.
Thanks for your attention.
# Tim Supples Says:
August 28th, 2007 at 6:44 pm
Hi all,
We had several machines on the way to our engineering teams and they have just arrived. As soon as we have some word from those teams, I will update everyone here.
October 2nd, 2007 at 6:43 pm
Hello everyone,
As you all know, some weeks ago a cosmetic issue appeared on a small percentage of X61 Tablet systems, in which the lower edge of the bezel trim may separate from the LCD or the bezel itself and create a gap.
In some cases, this can be resolved by re-gluing or replacing the bezel through normal service routes. Our engineering teams are continuing to investigate the cause of this issue and are testing some potential solutions. Unfortunately I do not have a timeline for a permanent fix, but as soon as we have a definitive solution I will let everyone know here and our service centers will be equipped with the proper fix. I really appreciate everyone’s patience as we work towards a resolution.
I would advise users who encounter this condition with their bezel to at their discretion either seek service to correct the situation using current production parts, which may or may not permanently solve the issue, or await updated procedures and materials as they become available.
On another note, some here have mentioned an issue with image distortion on the bottom 1/3 or 1/2 of the screen. The symptom appears as scrambled lines, which temporarily disappear when slight pressure is applied to the left side of the bezel. This issue has been resolved for most systems, and any that experience this situation should seek service as the issue can be definitively repaired through the repair depot.
October 3rd, 2007 at 3:28 pm
A small percentage? Really?
If it is ture, that’s a good news.
October 3rd, 2007 at 3:41 pm
Tim ,
Let’s have a show of hands. Can we have an official poll showing how many of us have the bezel problem . (“small percentage”!)
I would suggest having it on a website independent of lenovoblogs.
Nitai
October 3rd, 2007 at 5:14 pm
Tim, you are really contradicting yourself. If it’s just a small percentage, why don’t you simply replace all these machines and let the problem be solved. The fact that you’ve been working on this problem for over a month and still not able to come up with a solution shows that this is not something as simple as “a small percentage”.
Also don’t try to declare it as merely a “cosmetic problem”! It is a major structural failure; and the screen makes cracking noises when it is opened or closed.
October 3rd, 2007 at 8:15 pm
Unbelievable. That’s an insult to our intelligence Tim. All websites that have a Lenovo tablet forum are flooding with complaints regarding the bezel problem, yet you insist it is a ’small percentage’? But then again maybe you’re right. Since Lenovo customer service is undeniably so bad and rude and the repairmen incompetent at fixing the tablets, then most people will be deterred from seeking any help. Not to mention that since Lenovo does not provide these people with other tablets, most have no option but to postpone sending their units for repair. So maybe Lenovo is not truly aware of the scope of the problem…as if. Don’t lie to us so blatantly Tim. I think Lenovo is very well aware whether customers report it or not, that the problem is truly there. It’s a structural failure and an investigation by your engineers would reveal that in no time. Failure to report and fix the issue reflects arrogance and exploitation.
You’re playing with words Tim as the phrase ‘cosmetic problem’ also indicates and that’s pretty sad. It’s sad to see a person who blogs supposedly for the customers to treat his customers in such ways. To be honest Tim I’d rather you not post and keep us dreaming and hoping that Lenovo actually cares rather than showing us your true colours.
October 3rd, 2007 at 9:30 pm
Thanks for posting Tim, please keep us updated :O)
October 3rd, 2007 at 10:59 pm
The last time I heard about “a small percentage” of units being affected, it was Microsoft downplaying the commotion about the Xbox 360 breaking. The small percentage in that case ended up being around 30%, and everything I’ve seen would put the X61 problem at about the same rate.
So I suppose that the way it goes from here is that Lenovo just ignores the problem until the X62 comes out, right?
October 4th, 2007 at 7:29 pm
Well, I am on my second X61t in 14 days. Bought from a 3rd Party (CDW). They replaced the first one and now I am going to send the second one back tomorrow. Both machines have the bezel seperation in the first couple of hours of usage.
I have always had great luck with my previous Thinkpads.
October 5th, 2007 at 4:11 pm
I desperately need a tablet for my work. I need the long battery life with the L7500. However, this blog convinces me to wait. What is this about a Dell XT tablet? I trust Dell and still use a Dimension 8100 at home.
October 5th, 2007 at 4:13 pm
BTW, anyone have an experience with purchases from http://www.cdw.com? I was considering buying a Thinkpad from them.
October 5th, 2007 at 5:21 pm
Scott, thanks for your comment. So much for the “small percentage”. I wonder why Lenovo finds it necessary to lie to it’s costumers?
From what i know the numbers are around 70% if not actually 100% and only vary on the temperature of where you’re at. (In LA my bezel popped of like nothing, here in Vancouver it usually sticks for an hour) The only way to get better numbers would be to count in the users with the multi touch screen, they do seem to be less affected.
Why doesn’t Lenovo properly address this issue and find a solution? Because despite it’s sayings it is an widespread issue and recalls / on site service would be to costly. At the same they admittedly have no way of fixing it (at least for this generation) and will therefor leave things as they are. As they say – quality engineering and great customer service.
I don’t get the attitude though – we are all initially loyal customers who love Lenovo for various reasons. Why would a company waste this trust so easily? Nobody is expecting wonders, just competent customer service, a phone nr. for people with this issue and updates on how and when it will be resolved. Or a clear statement saying this issue is not solvable for this generation but you can return your machine moneyback without a restocking fee. Simply anything giving us the feeling we are treated fairly opposed to the ‘take the money and run’ mentality i’ve found.
Compared to the regular notebook market the tablet market is a niche making word of mouth an important factor for sales. At the same the market is expanding, Fujitsu already has a big lineup on tablets and in a few years they will be profiting from their excellent customer satisfaction and great built quality vs. Lenovo’s 4 week repair times, daily 2 hour waits on the phone and plastic plopping, glue spreading and dirt collecting. And a weird coating. And dim screens. And while we’re at it… what is with the ctrl key? I thought this is a product engineered for professionals.
Any statements form Lenovo so far show me they are either horribly organized or just don’t care. Which makes me give up on them and tell colleges to stick to Fujitsu’s machines. And luckily they listen.
October 6th, 2007 at 4:18 pm
Tim Supples,
You had earlier mentioned the problems with the screen horizontal lines as being resolved. I was wondering what specifically is causing the issue and are these SXGA+ monitors being replaced with SXGA+ monitors or with XGA monitors? I want to have some idea of what to expect and if there is some sort of a service bulletin that I could check out.
Also, two days ago the entire keyboard on my X60 ceased functioning. Have others experienced this problem?
I use the tablet (I paid about $3,400 for the X60’s package in Dec.2006) for presentations to large groups of government agency employees and private consultants in civil engineering. When I first started using the tablet, I would talk to the audiences about why I had chosen the Lenovo / Thinkpad tablet (history of reliability), but because of these hardware issues I have shifted to providing the opposite message on Lenovo quality. I would really like to have these issues satisfactorily resolved.
This is my only computer, so sending this in for service will leave me without a computer for an undetermined period of time, which is immensely inconvenient. Can Lenovo provide a temporary replacement? Suggestions?
Thanks,
Gregg
October 7th, 2007 at 8:28 am
I wonder if Mr. Yang Yuanqing (Chairman) or Mr. William Amelio (CEO) is aware of this COSMETIC problem? I tried to get an address to send them information on this issue but no one at Lenovo could/would tell me how to contact them. Does anyone have an accurate address?
Someone higher up in the food chain may want to speed up the “FIX” since their product reputation is on the line. And now their integrity is, in my opinion, questionable.
This is my first Lenovo product. I am not at all happy about the bezel situation.
Not that the problem exists, but that support refuses to acknowledge the problem, Tim Supples is either misinformed or not telling the truth and it has taken so long to come up with a solution.
I returned my first X61 because of this issue and I am going return my second one. I will wait for the fix or purchase a different brand.
This is a MAJOR defect, not a COSMETIC issue Tim!
It is not Lenovo/IBM’s first attempt at building laptops, what were they thinking? (Or not thinking)
To leave on a positive note: Other than the bezel problem, I can find no problems with the functionality, or usability of this unit. It is a perfect fit for my needs. I fear that finding a suitable replacement will be difficult.
October 8th, 2007 at 12:28 am
It’s not just a “Cosmetic” issue it’s a “Quality Control” issue.
You should monitor the various blogs and websites dedicated to ThinkPads and see just how widespread a problem it is. Everyday there are new users of X60 and X61 tablets with the SXGA+ screens reporting a problem.
A. Bezel seperation.
B. Display corruption.
C. Yellow discoloration/spots visible on the screens surface.
D. Excessive backlight bleed.
E. Racked lids.
F. Failed repairs with repeat service calls.
G. Units shipped back from the depot with more problems than when they went in.
I can tell you it’s no consolation knowing that I happen to be one of the so called “small precentage” of customers with this problem. Especially when I plopped down $2,300 dollars.
I’m a very patient man but, how long is Lenovo going to drag this out?
and
If there is no fix how is Lenovo going to compensate everyone?
October 8th, 2007 at 11:00 am
http://www.bergquistcompany.co.....ration.pdf
Maybe lenovo can get some ideas from this. Main point….don’t have stress on the bezel and don’t use elmers glue to attach it….someone would be a millionaire if he/she started a company dedicated to fixing every lenovo tablet with the bezel problem (@ $5 a pop)!
October 8th, 2007 at 10:54 pm
Just for the record, not that this will come as a surprise to anyone here, the replacement tablet I received from Lenovo Canada suffered from the same bezel problem within two days of receiving it. I let my sales person know that he had not been correctly informed by his management about reason for the delays in shipping out new units. He was convinced that the delays were due to the fact that they were waiting until the problem had a proper solution. To be as convinced as he was, he must have been lied to, someone must have led him to believe that Lenovo was truly acting with integrity by not shipping until the problem was solved.
So now we have a break down of 1) engineering, 2) quality control, and 3) customer service. I guess we can add one more to the list 4) information and communication, since no one from Lenovo bothers to input into this forum anymore.
Some of my co-workers feared that the sale of the ThinkPad line to Lenovo was a sign of the end. I, on the other hand, was impressed with the first generation or two of ThinkPads that came out from Lenovo. Now, unfortunately, I am squarely in the camp of those who see this as the death knell of a once great product. Good-bye ThinkPad it was great knowing you in the early days… As soon as Dell comes out with a tablet supporting an SXGA+ resolution I’ll get rid of my X61, and Lenovo will have lost one more client.
And as we all know, one disgruntled client represents potentially dozens of potential buyers. Like dominoes falling, word of mouth (together with Internet search results) will dissuade countless future buyers from buying Lenovo.
October 9th, 2007 at 3:01 pm
With regards to the Mongenix’s question about how to contact the CEO, there is a post way up above in this thread where Mike gives a fax number (1-877-411-1329). That fax number is for corporate headquarters but I see it on other lenovo web sites for orders, payments, etc. so I hope a fax to that number trying to reach the CEO doesn’t get lost in the noise.
October 11th, 2007 at 12:20 am
“Hello everyone,
As you all know, some weeks ago a cosmetic issue appeared on a small percentage of X61 Tablet systems, in which the lower edge of the bezel trim may separate from the LCD or the bezel itself and create a gap.”
Fellow bezel seperation sufferers, I think the above comment says it all. Lenovo are in total denial about the problem. I don’t think Tim Supples would have posted a comment like that without some sort of internal company guidance. It just says it all. As far as Lenovo is concerned, bezel seperation is not a real issue. I would not expect a solution from them to be forthcoming anytime soon. In a way they are right, its not not as serious as motherboard failure or something catastrophic of the like but poor quality control with premium prices will only hurt the brand and then sales. I will no longer be buying ANY Lenovo product again and will recommend likewise to anyone who asks for a computer/laptop recommendation.
I am going to ditch my X61 Tablet before any any serious problems start showing up. The Fujitsu line is looking tempting, as is Dell’s forthcoming tablet offering…
October 11th, 2007 at 1:04 pm
After three days of use of my x61t (SVGA+) my bezel is separating. The machine is locking up as well. I will try to return to store today. I am so disappointed with Lenovo. Waited for almost 6 months, weighing the cost vs. quality issue. I dropped the $2200 thinking that I was paying for the BEST quality.
October 11th, 2007 at 5:02 pm
Well .. Just got off the phone with Lenovo second level support. Suprise, they called me back, I did not have to call them!
Anyway, they said the engineers in Japan have a fix for the problem….. Use a different glue!
He wants me to send my machine in and they will replace the glue with a new product that is supposed to work.
I am going to see if they will honor my “ON-SITE” warranty and fix this thing without having to send it in for repair.
My system is locking up as well. The first X61 (the one I returned) started locking up after about 3 days. This one started locking up on the 4th day. There is no apparent reason for the locking. The screen will show the active circle (new hour glass) and be completely unresponsive. The only way to get the system back is to hold the power button in until it powers off.
Anyone else have this issue?
October 11th, 2007 at 5:15 pm
LOL, the famous “best engineering lenovo glue” fixes all design problems…
October 11th, 2007 at 6:03 pm
I experience the locking problem too. i attribute that to vista and bad drivers. that’s why i made a full disk image, wiped the disk, and installed xp tablet.
my audio seems to be broken too. sometimes it works, sometimes the system doesn’t even recognize any audio playback hardware…
best is: i bought the 7767-96U which includes 1 GB of robson intel turbocache/whatever. what i actually got: half a gigabyte. lenovo better not give me any crap and just fix that.
the only way that lenovo would redeem itself to me if for them to take this notebook of mine and give me one of higher value from the next series. no customer should be having so much trouble. of course, i need a notebook, so they’d send the new one before i send the broken one back…
i feel like a beta tester. bezels coming off, displays showing dancing lines, system locking up, package not to specs,…
LENOVO, what are you thinking??
October 11th, 2007 at 9:57 pm
Regarding the lockup problem, I turned off the Windows ReadyDrive and my lockup problems dissappeared. I would hang 2-3 times a day when it was enabled.
Run the Intel Memory Turbo Console and uncheck windows ReadyDrive. I left ReadyBoost enabled. The machine has been running fine, since.
October 12th, 2007 at 6:50 am
I just wanted to add myself to the list of people with a growing bezel and horizontal lines problem. it was working fine until a few days ago, now I can’t even write on the thing without those lines getting in the way.
October 12th, 2007 at 2:58 pm
Hello everyone,
I am happy to report that we do have a solution for the bezel separation. The most detail I have on the fix right now is that it is actually a revised bezel part. It will take several weeks for the parts to become available through our various service organizations. I would recommend waiting to request service until the parts are in ready supply to reduce the time your notebook is out for service. When the new bezels are available, we will do a formal announcement with more details. We appreciate the patience of those experiencing this issue and the help and support of those customers who aided in gathering facts, including those who provided their systems for analysis.
Andrew – the horizontal lines issue can be fixed currently by engaging service.
October 12th, 2007 at 4:58 pm
Hi Tim, do you guys have the fix for the hissing sound (high pitch, low amplitude noise) from the battery? I started experiencing it a week or 2 ago.?
By the way, the hissing sound comes only when I plug in the AC.
Thanks
October 12th, 2007 at 10:06 pm
Tim,
Does that mean future x61 tablets will have the bezel fix or will you be differentiating the fix with a new tablet? My company is considering purchasing many x61 tablets, but we are waiting for the fix before purchasing.
October 12th, 2007 at 10:19 pm
Billy… I called support and they swapped my power supply to fix the hissing. That worked. Interestingly, my motherboard made a hissing sound when anything on the screen would move (maybe a graphics issue?). It made the sound even w/ the monitor off while using an external monitor. Anywho… I have a new motherboard (actually, many new motherboards) so now that’s not an issue. But to answer your question, get a different power supply.
October 13th, 2007 at 12:25 am
If we have to wait several weeks again then it is expected that all the customers who have on-site warranty have their bezels fixed on site without any further problems from Lenovo’s customer support. 0ne couldn’t have imagined he/she would be facing multiple problems even after spending so much and trusting the company.
In response to eng518’s post, yes, I too have white spots on the screen and even if I wipe the screen they appear again. That has to be fixed too, for sure.
Tim, the management MUST do something about the long wait hours for customer service. That’s just not acceptable. Please bring this to the concerned person’s notice and please improve on these issues. I am sure you are aware of the negativity these issues induce in current as well as potential customers.
Jake.
October 13th, 2007 at 2:30 am
Hi, Tim. Are you guys going to offer sxga+ screens for x61 tablets in the near future?
October 13th, 2007 at 10:10 am
@Billy the hissing sound is from the AC adapter. I had a bad one and they replaced it next day with a new one, and I sent back the old one and haven’t had a problem yet.
It is nice to hear that the bezel issue is fixed. I just hope that the fix will be quick, but my system’s bezel problem wasn’t as extreme as others.
October 13th, 2007 at 1:06 pm
All – Once the revised bezel part is in good supply, it will replace the existing bezel in both manufacturing and service. Once the affected parts are replaced, this should not be an issue for our customers.
October 13th, 2007 at 2:03 pm
Dear Tim,
This sounds like a good solution. Please let us know once the revised bezel part is in good supply, so we can send in the machines for a reliable service.
Thanks,
John
October 13th, 2007 at 4:31 pm
Tim,
Thanks for the post.
It is interesting that support wanted me to send this system in for repair when they do not have the proper parts to fix it. Wow!
My return policy on this system was extended to 30 days. It is good to know that I will not have to take advantage of the extension. Other than the bezel(lenovo issue) and freezing (vista/intel issue), the system is exactly what I was looking for.
Thanks again
John
October 13th, 2007 at 6:00 pm
[...] few days, later I can already see the bezel ungluing itself. According to Tim Supples of Lenovoblogs, the engineers have found a solution to the bezel separation issue. He recommends that we all [...]
October 14th, 2007 at 9:22 pm
i’m thinking of buying a couple of these x61t tablets. Should I wait until this issue is formally fixed and addressed in the manufacturing process?
October 15th, 2007 at 8:40 pm
I have the same question as above.
October 15th, 2007 at 11:44 pm
Question for Tim Supples:
Dear Tim, you write that there is a solution for the the bezel problem. You write, “Once the revised bezel part is in good supply, it will replace the existing bezel in both manufacturing and service.”
Please let us know when this solution is implemented in manufacturing, so that we know when it is safe to order.
Thanks!
October 18th, 2007 at 11:38 am
I have to Lenovo R61 com webcam integrated. Some of the products of software that I have installed on my PC they do not recognize the camera, for what they block the options of video.
I have not located the options of configuration of sheen, brightness or colors. The unique information that I possess is that it was made by SONIX.
Does someone know where I can obtain the software of the supplier for to configure the webcam?
October 19th, 2007 at 2:43 am
Hi Tim!
I have two X61T SXGA machines. One is aok, the other had the 1/3rd bottom screen go nuts, and since it was replaced, I’ve been having the bezel problem.
I’m in Australia right now, and here they don’t sell the SXGA+ model. I’ve given it a week since your announcement and given them a ring. At first they didn’t know about it (and were agitated at me for trying to tell them – “if we don’t have info on it, it don’t exist”, eventually I convinced the support engineer to go and check, and he came back somewhat apologetic – having just found out that the problem does, indeed, exist, but wasn’t relayed to the support team properly.
Anyways, I asked what they intended to do about it – he said the current advisory is to just “glue it properly and let it set”. Nothing about revised parts. I got worried and asked if this was, indeed, the new solution talked about on lenovoblogs (which, in turn, he knew nothing about, and claimed you could be “anyone”). He then “challenged” me to come up with an FRU for this new “supposed” part.
I’m not cross at the person I was talking to (he did do what he was supposed to have done based on the information he had to go on), and it wasn’t confrontational, but I do want to get the final solution to this issue, not the temporary one employed until now.
Can you kindly provide an FRU for the new bezel here on the blog or to me in person, so I can verify I’m getting the machine properly sorted?
Thanks!
October 19th, 2007 at 4:37 pm
[...] months ago, Lenovo competitive analyst Matt Kohut wrote a blog post, Thinkpads are Ruggedized Machines, explaining why the laptop brand favored by many corporate wonks isnt available in a box you can [...]
October 21st, 2007 at 4:42 am
Hi Miki
It’s very interesting the same thing at the same time happens to you.
I bought my tablet in Switzerland and got the bezel problem while traveling. At the moment I’m in Australia so I contacted Lenovo Australia 3 weeks ago. First they should have picked up the Laptop in Sydney, but nobody arrived that day. I flew to Darwin and there it got finally picked up. Two days later a Lenovo call agent called me and told me that parts are ordered. It would last 5 to 10 business days but it could be earlier. One weeks later i called again and they were still waiting for the parts. I called every 3 days. They always said they are still waiting for the parts. It’s now 3.5 weeks since the Laptop got picked up. This morning I called again and it was the same answer. Because I need the computer now for the work (I have a contract with a Swiss company and they are now running out of patience) I told the person I need to have it send back unrepaired to me now. I will send it again when the parts arrived. Then the person told me that this is not possible. When the parts arrive they could be used for another customer.
I really can’t understand how a company like Lenovo can do this. Why they don’t know when the parts approximately arrive. If I would deal like this with my customers I wouldn’t have any customers in a short time. Before I had a compaq Laptop and there it was always a great service. I payed about 4000 AUD for this machine. I would better have bought 2 HP for 2000….
Tomorrow I call them again for the 11th time and ask whether they can at least glue the display tomorrow and send it directly to me.
I’m very interested about your ongoing story.
October 21st, 2007 at 10:05 pm
Tim,
You are still not giving us an exact date as to when the problem will be solved. I wish to buy an X61t, but only once the fix has officially occured. Can you please be specific for all of us?
October 24th, 2007 at 6:21 pm
Tim or anyone that can answer,
I noticed today that the Lenovo ordering site shows the SXGA+ option on the X61t configuration page again; is it safe to assume that a newly-ordered X61 will ship with the new bezel part that fixes the problem?
Would like to take advantage of the sale that ends Oct 31 if this is fixed…
Also, does anyone know why the SXGA+ is only available with the L7500 and not the L7700 processor (selecting the L7700 causes the SXGA+ screen to disappear from the display options)? It seems to me that the CPU clock speed and screen resolution should not be related?
October 25th, 2007 at 9:16 am
I too have an X60 Tablet. I purchased my first one in March 2007 and there were motherboard problems. I was advised by Lenovo customer service to simply return the machine for a refund and order another unit, so that is what I did – no problem, I understand that every manufacturer can have a problem every so often.
My second X60 Tablet arrived about 2 weeks later (about April 1, 2007). It worked fine, other than Vista issues, until about Oct. 1 when I started to have the bottom 1/3 of the screen get distorted with crazy wavy lines. I called Lenovo and they had me send it in to be fixed. Their “3-5″ day turn around took 8 days.
Then, after having my X60 Tablet back for 2 weeks, the screen problem started up again. I called Lenovo once again, and they wanted me to start the process all over again by sending it back to the depot. At this point, this is the third hardward issue I’ve had in 7 months with the X60 Tablet, and I just want my money back. But, Lenovo refuses to do that – they want to keep “fixing” a problem that keeps coming back.
I am in graduate school and specifically purchased this tablet for that purpose. Now, when I show up in class without it, I get to show the rest of the world the lack of competence of Lenovo. Because of how they have handled this on the customer service side of things, I will never again purchase anything with the IBM/Lenovo name on it (even though I have owned great Thinkpads in the past). Customer service is just too important. I paid $2,000 for this machine, and just need one that works, not one that has to continually be sent off for service and thus render me without a machine to work on.
October 26th, 2007 at 7:04 pm
I want to buy a X61 tablet with the SXGA+ screen. Has the bezel separation problem been resolved in the newly manufactured batches, or can it still occur in newly bought tablets?
I do not want to buy unless I know this for sure. I called both sales and support today – they said they will not give me a refund if this problem occurs after I buy it, past the 21 day return period during which I can return for a refund minus a 15% restocking fee. I think that if the customer wants a refund due to a manufacturing defect, Lenovo should refund the money during the warranty period without a restocking penalty. Don’t lemon laws apply to computers?
October 27th, 2007 at 2:02 am
I have been waiting for 5 months to buy a lenovo tablet PC. I keep putting it off after reading the comments accross the web. Its fascinating how reviews rate this product so highly and users trash it through and through. Anyway I think the wait is over for me.. I’m looking at another company now. Thank you all for your comments.
October 27th, 2007 at 3:36 pm
I’m a graduate student and ordered an X61 tablet on Oct. 1, 2007 after watching a friend take notes on his for a few weeks. At time of ordering, the website said that the availability was 15 days, but immediately after ordering the estimated ship date was listed as 10/26/07. I had heard Lenovo was slow, so I wasn’t too surprised. But today (10/27) the estimated ship date has been pushed back to 11/28/07. Yes, that’s November 28.
Fortunately I have another machine to work on, but even though I haven’t received the computer yet I’m not sure I’d ever order from Lenovo again. I can’t imagine why it takes 2 months to ship a laptop. I’m pretty sure that in two months I could design and build a laptop myself. I could probably code an operating system to run on it too. Is Lenovo building these things by hand one at a time? Blindfolded? Are they putting monkeys in a room with a bunch of parts and just waiting until they assemble laptops? Do they dig these things up out of the ground fully assembled? This isn’t the first computer they’ve ever built, is it? It just boggles the mind. (I didn’t order some strange configuration either. Expect to wait at least 2 months when you order your machine.)
When a box arrives will it contain a new tablet, or that IBM punch-card machine I ordered in 1962 that still hasn’t arrived?
-Joe
October 29th, 2007 at 11:15 pm
Tim,
One more issue: the constant fan/hard disk noise. Why in th world is the fan constantly running suddenly after staying quiet for a couple of months? Sometimes it’s not even the fan, it’s just the hard disk which seems like creating this constant and extremely annoying buzz sound.
I read about this issue on Thinkpad forums as well as tabletpcreview and almost everyone is suffering from this issue. How come this issue has not been addressed in the latest BIOS updates? It’s critical such issues get addressed as soon as possible as the fan is a very critical component of the machine. I know this very well as it was the fan which stopped working on my last laptop and it killed the machine. Is there any solution for this problem from Lenovo? I don’t believe in using any third-party applications for components like the fan.
Ken.
October 30th, 2007 at 7:48 pm
Ken,
I bet a bios update is what suddenly made your Tablet noisy,
October 31st, 2007 at 2:06 am
Jim,
No, as the problem started without any upgrades of the BIOS. May I ask if anyone else is having similar issues? Lenovo needs to fix this fan/hard disk issue in an upgrade as soon as possible. Almost everyone I know with an X61t is having the buzzing sound problem whether it is the constantly running fan or the buzzing hard disk.
Management at Lenovo, please don’t make us put up with such problems and get frustrated over time as it will just hurt the company sooner or later, isn’t it? There is no response from Lenovo on this blog for quite some time now. What is the purpose of having a blog which is just a place for customers to post without prompt responses from the blogger/management?
Ken.
November 1st, 2007 at 3:40 am
Dear Lenovo!
High frequency noise varying when adjusting the backlight intensity is caused by the (high voltage) inverter positioned below the LCD.
The only real solution to this noise is spraying PCB-plastic spray (spray used on Printed Circuit Boards in order to protect them against humidity and dust) on the inverter transformer in order to stop the physical vibrations causing the noise.
Do not spray on other parts than the transformer as it may reduce needed heat emission or make ugly stains. Due to high voltage – turn of the ThinkPad and leave time to dry before turning back on.
The transformer plastic covering has to be partly separated in order to get to the coil windings causing the problem.
This trick was commonly used on old CRT-TVs making the same kind of high frequency noise (not audible to elderly).
David/Matt/Tim: Spraying or plastic molding should be standard procedure on LCD-inverters as well as on other transformers and coils in our otherwise quite good ThinkPad’s!
By the way: The bezel/hinge problem on the X61 Tablet is a real showstopper, the two piece palm rest and loose battery clips are other mechanical weaknesses. The inside build quality (craftsmanship) is ok.
People buy ThinkPad’s despite all the bundled software because they like mechanical quality (and personally I need the TrackPoint).
Have a nice day, Trygve
November 3rd, 2007 at 1:21 pm
Hello Everyone,
I am very sorry for your troubles with the Lenovo Thinkpads. However, I am very thankful for your comments. I am amazed at all of the problems. It is troubling to see all the reviews that have praised the Thinkpads and yet the users are so unsatisfied with their machines.
I will not buy a Lenovo product now.
Thank you all again for the helpful comments.
November 5th, 2007 at 5:01 pm
Tim – Where on earth did you go?
Called tech support today – They still know nothing about a fix for this problem. The person I talked to did, however, acknowledge that they have taken several calls about this problem. Some progress huh?
This is from the “About Lenovo” page of the Lenovo web site:
Lenovo, taking the “Le” from Legend, a nod to its heritage, and adding “novo,” the Latin word for “new,” to reflect the spirit of innovation at the core of the company
In this case, the “Legend” is quality, well built systems.
What does the “New” stand for again?
Innovation is good. Do not forget quality and support.
November 8th, 2007 at 11:05 pm
Tim, can we please get an update?
FRU for the new part, ETA on an *available* (that’s, to *us*, existing paying customers) solution, something we can go on when we talk to IBM support personnel who are not in on this thread (of which, as it appears, there are quite a few?)
Is this the level of responsiveness you intend to offer for the new rugged machines this thread was originally about? Will people who will buy them become your paying beta-testing guinea pigs just like we X61T buyers have?
November 12th, 2007 at 2:12 pm
As I can’t wait for the X62T as there’s no guarantee that it will be any better than the X61 or X60, what would people recommend as a good alternative for the Lenovo x61T at the moment?
November 14th, 2007 at 1:59 pm
It’s been another full month. Say something, dude…
November 14th, 2007 at 11:29 pm
OK. So new pics and info for Dell’s Latitude XT have surfaced. Among others it’s multi-touch and very thin. It’s about time. I don’t have to sit around and wait for the X61T to be fixed anymore as very shortly a better machine will be arriving.
November 15th, 2007 at 11:09 pm
I would be in favor of a class action lawsuit.
I think there needs to be strategy developed to reach out to news outlets, magazine editors, and bloggers to get the word out about this poorly handled situation.
Do we want to set up a site to exchange our awful stories? Or should we begin laying out our problems in great detail on this site?
I would like to hear some other ideas, I don’t think these guys should get off this easy. We have all spent a considerable amount of money on a poorly designed and poorly serviced machine.
November 16th, 2007 at 1:52 am
anyone got ideas on a x60 whose screen suddenly developed wavy lines everytime I boot up?? If I hold the sides of the monitor screen on the tablet it goes away but it drives me crazy.
is this related to the bezel problem?
Thanks in advance for your help.
Dave
November 16th, 2007 at 10:21 am
I just sent my 7 month old X60T in for the second screen replacement and got it back after the screen had to be replaced, along with the motherboard and the keyboard. When it arrived back to me, it would no longer charge or run off of the battery. This machine is a piece of junk. Do not buy Lenovo products. It’s hard to believe that I sent it in for such extensive repairs (for the second time in a month), for it only to come back with different problems than I sent it in with. I just want my money back, but they refuse to refund the hugely inflated price they charged me.
November 17th, 2007 at 12:51 am
Okay, I just got my new x61t today. I ordered in late Oct after they claimed they have a fix for the bezel issue. It seems that they put a screw right on top of the flange, on the bezel surface.
I’m also not sure if it is just me. The svga+ screen I have has tons of textures on the screen. The screen looks bright and the texts are pretty sharp. Only problem is that it seems that they put some kind of a matte texture diffuser layer on top of the screen and it is making the view so unpleasant. It is especially annoying when looking at a white screen, ie in MS word or excel. Just after couple hours of operation, I’m already getting a headache from looking at the textured screen! This CANNOT be good! Anyone observed the same?
November 17th, 2007 at 11:12 am
3S, try Fujitsu’s T4220. If you look through http://www.tabletpcreview.com’s forums, users are generally delighted with it. Very similarly specced the the X61T, Intel Santa Rosa, similar screen options etc but with faster processors. The only issues that users seem to report are that it runs hot and its SD card slot is very slow. These are nothing compared to the issues reported by X61T users in the Levono forums… I still can’t get over all the users who’s X61T screen surrounds are literally crumbling to pieces.
November 19th, 2007 at 9:35 am
Scott Harrington – I’m all for a lawsuit – I’m in the process with an official complaint right now requesting my money back, and I doubt they will grant it. I want to fight this thing, if only for the principle of it at this point. I paid almost $2,000, and the machine is fast becoming worthless. They will repair it for the one year warranty, but the repairs do not extend the warranty, therefore, I will be out of luck once my year is up.
November 19th, 2007 at 9:20 pm
Folks,
We will be making an official announcement on the bezel fix very soon. Parts are in route to service centers, but we have a few more steps to take to ensure you and other customers have all the information & resources necessary to properly solve your issues.
As a reminder, our previous recommendation still stands: for those who prefer not to wait, you can send your machine in to service immediately. There is no guarantee the fix they make will be a permanent solution, but it is an option for those who want to take immediate action.
Also, anyone experiencing the wavy lines issue should engage service at their convenience. This is a solved issue and is unrelated to the bezel glue issue.
Lastly, I have had to moderate some comments in this thread. Unfortunately someone has been posting under multiple ID’s & fake e-mail addresses, which is one of the few things we do not permit. I have left the comments that person posted under their original ID/e-mail and they are welcome to continue posting under that identity.
November 19th, 2007 at 9:22 pm
davethecd – I tried to contact you via e-mail when you first posted on the blogs, but I have not received a response to the e-mail I sent on 11/16. I’d like to look into your case, so please check your e-mail or post again with a valid address.
November 20th, 2007 at 9:38 pm
“Folks,
We will be making an official announcement on the bezel fix very soon. Parts are in route to service centers, BUT we have a few more steps to take to ensure you and other customers have all the information & resources necessary to properly solve your issues.”
What “information & resources we should have” are you talking about?
“As a reminder, our previous recommendation still stands: for those who prefer not to wait, you can send your machine in to service immediately. There is no guarantee the fix they make will be a permanent solution, but it is an option for those who want to take immediate action.”
Do you mean we should send them in to service and should get the “pre fix” which isn’t lasting long?
Are the current build X61 Tablets already fixed with the “final solution”?
November 21st, 2007 at 11:18 am
I opened my X61T today and noticed the bevel issue within 2 hours. What is the current advice for those of us with X61Ts in the UK? If I send it back now, when will I get it back with a permanent fix? Days, weeks or months?
November 23rd, 2007 at 11:56 am
Tim Supples: would you recommend I wait to order a tablet x61 at this point? If I order it will i get the same bezel issue?
thanks
November 24th, 2007 at 12:33 am
Will Lenovo reinstate the 12.1″ SuperView SXGA+ TFT (1400×1050) display on the X61, I tried to order one on the website today and now they are only offering the 12.1″ MultiView/MultiTouch XGA TFT (1024×768), which is inferior resolution and much more difficult to view in bright light or sunlight? Thanks.
November 24th, 2007 at 11:37 am
Tim:
I did call service and they have promised to send someone onsite on Tuesday (called Black Friday) to service my monitor which has developed a wavy horizontal line problem. I had not checked the problem by plugging in an external monitor—service instructed me to do so and then call back. I did and they promised to get parts to a local service person to bo onsite Tuesday ETA. Hopefully this will take care of my problem.
The service call people were direct and helpful.
Dave
November 24th, 2007 at 7:23 pm
Tim Supples: I’m also a little bit afraid to order a new x61 tablet. How far the bezel issues make trouble. It may happen that some dirty get under the screen and destroy maybe electronics or things like that. How far Lenovo provides guarantee for that?
Thanks
Peter
November 24th, 2007 at 11:14 pm
This is a question that I would also appreciate an answer to.
“Tim Supples: would you recommend I wait to order a tablet x61 at this point? If I order it will i get the same bezel issue?
thanks”
November 26th, 2007 at 4:21 pm
I would also like a reply to the question:
Tim Supples: would you recommend I wait to order a tablet x61 at this point? If I order it will i get the same bezel issue?
thanks
November 26th, 2007 at 7:46 pm
Problem solved! After owning two machines that both had issues, dealing with the bezel issue through several “fixes”, I’m done. I just got things approved to send the machine back and get a refund of my money. I’ve already been to the Apple store and purchased a MacBook – I am done with IBM/Lenovo forever. They have definitely lost me as a customer, but I am thankful for those in customer service and how they fought for me and for what was right – a simple refund.
November 26th, 2007 at 11:57 pm
My x60 tablet which I got in August just started giving this problem all of a sudden
In the past the customer support has been really really bad.
I have ordered five more tablets since August for some of my clients. I am afraid they will go bad soon. Calling Lenovo and cancelling two orders which haven’t shipped yet.
I miss good old IBM days.
Hopefully calling Lenovo this time will help.
November 26th, 2007 at 11:59 pm
Scott & Dave
I am up for the lawsuit too. I believe Lenovo should have held back the product if the original complains were not fixed on the first place or informed the buyer about possible issues.
Please email me at sahil at sahiljain dot com.
November 27th, 2007 at 2:33 am
I have the same question as two people before me:
Would you recommend I wait to order a tablet X61 at this point? If I order it will I get the same bezel issue?
Thank you,
Wolfgang
November 27th, 2007 at 6:26 pm
No. I just bought some x61 & x60 tablets (ordered Nov 2007) and they still seem to have this issue.
November 27th, 2007 at 9:26 pm
John 2 Says:
November 14th, 2007 at 11:29 pm
OK. So new pics and info for Dell’s Latitude XT have surfaced. Among others it’s multi-touch and very thin. It’s about time. I don’t have to sit around and wait for the X61T to be fixed anymore as very shortly a better machine will be arriving.
John, where did you see this info? I was about to order a Fujitsu when I saw your note. I will wait for Dell to compare the two. Thanks!
November 27th, 2007 at 10:53 pm
[...] more in this thread, and this one here. Some of our customers shared their observations through comments on previous Lenovoblogs [...]
November 28th, 2007 at 12:11 am
Folks – if anyone still has questions or concerns about the tablet bezel issue, please see the blog post above. Thanks for bearing with us.
November 28th, 2007 at 9:40 pm
Tim, I seem to be having an issue with support over resolving this issue. Can you kindly contact me to help me resolve it?
Thank you.
November 29th, 2007 at 1:15 am
I have been notified that the lcd displays for x60 tablets are on backorder. Does anyone know why this would be?
I have the wavy, horizontal line issue not the separating bezel issue.
Any information or help is appreciated.
November 29th, 2007 at 5:48 pm
Tim, can you please address the question about whether the SXGA+ display will become available again for the X61 (non-tablet) model? I will not buy an X61 with a 1024×768 XGA display, it just isn’t usable.
Thanks,
Neil
November 29th, 2007 at 10:11 pm
Franze:
http://www.engadget.com/2007/1.....ppearance/
http://gizmodo.com/gadgets/del.....324568.php
There’s also rumors about an Apple tablet coming early (?) next year but nothing really concrete on this so far.
November 30th, 2007 at 11:00 am
Neil – we’ve never offered SXGA+ on X61 or X61s.
December 5th, 2007 at 10:52 am
LCD screens for x60 tablets still on backorder.
Haven’t heard from my “next day on-site” repair job.
Any help/information would be appreciated.
I have to put a large clip on the bezel to keep the horizontal wavy lines from appearring.
December 5th, 2007 at 7:14 pm
Tim, I appreciate your reply but it doesn’t answer my question.
The question: Is there a plan to offer a 21st-century display (greater than 1024×768) on the X61/s machines? 1024×768 just is not usable for real work, which is a huge shame since everything else about the X61/s is so stellar.
Please let me know whether an SXGA+ display is in the pipeline; if not I will buy a competitor’s notebook.
Thanks,
Neil
December 7th, 2007 at 3:15 pm
Neil – I’m sorry, but as always, I cannot discuss un-announced products.
December 13th, 2007 at 12:31 am
Notified service center in Atlanta nearly 3 weeks ago re: monitor problems with my x60 tablet with SXGA+ screen; I still have yet to be notified about my laptop being repaired—I purchased the “Next Day, On site” 1 year warranty.
Not very good service. No attempt by IBM/Leveno to give me a estimated time for notification. I am currently using this tablet in my medical practice as an “early adopter” for some 400 plus physicians going to EMR.
Can you guess what my opinion of IBM/Leveno tablets will be?
Any help/suggestions would be appreciated.
December 15th, 2007 at 10:12 am
Screen came in and “Next Day, onsite” team did the exchange painlessly in my office in 30 minutes just as they said they would.
A cable on the left hand side of my sxga+ screen of my x60 tablet had gotten loose and left me with wavy horizontal lines on my screen. I had been using a large binder clip on the bezel to keep the ribbon in contact.
Somehow the Depot Office in Atlanta had transcribed my contact telephone number incorrectly. This delayed my order by several days; the LCD screen was on backorder which delayed my order by 2 weeks and I’m sure that the holidays had something to do with this.
Anyway, I’m fairly happy that my x60 is up and running again and most importantly that I don’t have to have a binder clip attached to it in order to see. I’ld advise IBM/Lenovo to work on ensuring that they work harder on getting correct contact numbers for their customers. I do speak English.
December 22nd, 2007 at 3:12 am
Tim-
I am glad to see Lenovo has announced a fix for the bezel problem that the X61T had. I bought my Thinkpad thinking I was getting a ruggedized machine. Despite babying it, I just had my latch break for the second time. Adding this to a defective replacement LCD display, a warped LCD back cover, and a palmrest that is separating on one side and I’m ready for my third service call in four months. I am concerned that over my three year warranty, I will rack up many service requests. Will Lenovo keep sending people out several times a year? I really just want to enjoy my Thinkpad to work and have no one come out. But honestly, the way this is holding up, I’m afraid of being flagged as a difficult customer and being refused service.
James
December 24th, 2007 at 6:57 pm
Interested in hearing other people’s feedback on the bezel issue.
Mine was replaced and the bezel problem promptly reappeared on one of the machines after 4 days. Either the fix is not working, I didn’t get the fix when being told I was, or it was improperly applied. Frustrating as hell.
Interested in knowing if anyone else ran into similar behavior.
January 8th, 2008 at 10:55 am
I am in the process of sending my X61T back for service for the third time in 6 weeks. Good news is service turn around has been quick. The very bad news is the problem has not been corrected. The screen flickers terribly, especially in the tablet position with one pixel-wide white lines flashing horizontally across the screen. I assume this is related to the bexel separation issue(?). This time I have placed a movie of the problem on the machine for the techs to watch. A service supervisor actually gave me his name and email address. I have hope.
Note – when your machine is sent back for service the second time, be sure it is processed as a “Rade” and if it needs a third trip be sure it is processed “Rade Plus”. Note sure what the difference is but it seems to be important.
February 1st, 2008 at 10:18 am
Received the X61T back from service. It has been working perfected for the past two weeks.
February 20th, 2008 at 6:03 pm
Dear Tim,
I recently had my X61T fixed for an issue with the bezel and screen coming loose. Supposedly your company had a solution for this, but the same problem has already resurfaced on my ‘fixed’ machine. Do you have a permanent fix yet? My problem is that I am in medical school and don’t have much free time to be sending my computer away for a week at a time. I currently have 3-4 friends who are looking to get tablets, and I am not sure that I should recommend Lenovo. In the fall, I did convince one of my friends to get an X60T, and it is working great for him. What gives with the X61T? What options do I have?
Thanks for your time and hard work.
February 21st, 2008 at 10:21 am
Jeff – I’ve sent you an e-mail, I’m terribly sorry for this inconvenience.
February 21st, 2008 at 6:37 pm
Hi,
i got my X61t (7767-96u) back in september. after not even 2 weeks, the bezel started popping.
now (first appeared 20 minutes ago), when i put it in tablet mode, the screen shows shaking discolored lines. i’m afraid that it’d gonna break really soon, so i’m in a hurry now to get this whole mess dealt with.
here, check out for yourselves:
obvious:
http://cracki.incast-security......I_0007.AVI
subtle but plainly visible: colors shifted. want a video of that too?
http://cracki.incast-security......G_0002.JPG
this computer is my only one right now, so if it stops working, that’d be it. my whole digital life is on this computer (i do have backups but the disk is not the problem) and i have to use it daily (i’m studying CS and almost all of my course notes and assignments are on it, along with email).
so, if i can’t access my data, i have a real problem.
i’ve been hoping that it’s just the “cosmetical issue” you lenovo folks keep telling us. now i have to somehow get a second computer just to get this damned machine fixed. i dearly hope that lenovo does the right thing with The Tablet Disaster.
i’d love to hear from you lenovo folks, to see how we can deal with this.
by the way: i paid for a machine with 1 GB flash cache, but the machine only has 512 MB. i hope you have manufacturing logs showing this because there’s nothing on the machine saying i can’t open it (voiding warranty etc), and i did open it to look at the flash cache card.
i feel cheated.
February 28th, 2008 at 10:31 pm
Adding to the list of unsatisfied users, I initally had the bezel issue. It has been fixed but I don’t use the laptop too often in tablet mode. (Great)
Fingerprint scanner went out. New part was sent. Fixed (Great)
Motherboard 1 then had to be replaced for broken clips.
Motherboard 2 came defective and bluetooth and wireless didn’t work
Motherboard 3 came with broken RJ45 clips
Motherboard 4 came and doesn’t recognize bluetooth
Awaiting 5th motherboard now and bluetooth module however, they are on backorder.
Spoke to technical support manager and he had to escalate to his manager name Tom Thompson. I was told that he was going to call me yesterday. Have to yet to hear from him. Called again today and have not heard from him.
Support is really lacking on these products. I’m an reseller and cannot recommend Lenovo to any client if I can’t even get support on these products.
March 6th, 2008 at 12:28 am
Tim –
can this be real? I come to accept the bezel issue, resulting in my tablet becoming a standard laptop and me using a wacom instead (i work as a concept artist) and now the corners of the screen casing are simply – would you believe it! – crumbling off? And if you check various forums and blogs this isn’t an isolated issue.
What startles me is the nonchalance of these issues. They happen, you’re surprised, disappointed, double check and see they’re happening to probably half the customers and yet not once official statement, apology or any attempt to service and help us customers has been made by lenovo on a bigger scale. Sure, those fighting for fixes get what they ask for, eventually, but to be honest i expect a company of the stature of lenovo to treat us with respect, admit mistakes and help getting them fixed. I do expect lenovo to be courteous and care about me. And i don’t feel all this is or should be my problem.
And finally in an uncivilized manner..
For crying out loud!, a case crumbling apart and a 2mm gap in my bezel! Glue spreading out. Collecting dirt. How dodgy can things get?
The horror, the horror..
(To be honest i still can’t comprehend.. seems like buying a bmw and of course every second car looses its shock absorbers and outside mirrors – what would you expect?!)
March 23rd, 2008 at 12:00 pm
(thanks for this blog which seems about the only way to reach Lenovo people easily and speedily)
My X60 tablet with SXGA+ developed the wavy line syndrome about 4 months in to first use. Had to use bulldog clips to temporarily stop distortion, until even that didn’t work.
Sent back for repair (under International 3 year warranty – so had to pay $140 for privelege of courier service)
Came back ok but now, 4 months later(-ish) the problem has resurfaced.
W-H-A-T
I-S
T-H-E
P-R-O-B-L-E-M
?
I’m spelling that out because as far as I can see we have yet to have a clear, simple explanation of what the actual cause of this defect is.
I’m beginning to suspect that it is an intrinsic design problem, which may be why Lenovo appear terrified of admitting anything.
Please – the X60/x61 remains – technically – my first choice for tablet. But someone, somwhere needs to wake up to the awful PR that this issue is generating. I regularly speak in front of large audiences, and for the second time they are going to be confonted with a new Lenovo held together by bulldog clips….
When they ask me what the problem is, do I tell them? You bet…
March 29th, 2008 at 4:22 pm
I am sorry to say I must join in on the chorus of complaints — will be requesting service today on the issues of crumbling case, damaged (unusable) lock and the bevel collecting all manner of dust from the gap caused by the glue. Though I had not researched the problem before, I am now aware of how widespread the problem is. Has anyone else had issues with the latch not closing? It has now broken through the casing on the other side, and sometimes pops out if not pushed in and held by some case.
March 30th, 2008 at 6:05 am
the latch of my X61 tablet has issues too. i have to press the lid down with some small force to make it lock. then, when i carry it around in my backpack, it springs open because the lid shears against the body and the latch doesn’t seem to be designed for that.
and on top of that, still nobody from lenovo feels that it’s their job to initiate contact with me about the persisting screen malfunction (wavy discolored lines and other weird artefacts) when in tablet mode. i can’t use the thing in tablet mode. this thing has turned into a plain old laptop. i could have had that for a lot less money.
April 15th, 2008 at 7:53 am
Does anyone here actually know what the fix is for the x60t wavy lines/bottom 1/3 of the screen shaking? As luck would have it, this problem first appeared on 3/29/08, and my warrenty expired on 3/28/08. I had no problem taking the display apart, but cannot tell what the actual problem is. My best guesses are 1) an intermittent connector on one of the flex circuits, 2) a hairline crack in one of the boards, or 3) a break in the wiring harness.
Thanks
April 15th, 2008 at 10:14 am
Brian – I’ve sent you an e-mail.
April 23rd, 2008 at 4:27 pm
[...] Kohut has previously blogged about how rugged and well put together our ThinkPads are. Sometimes though, accidents happen, and no spill [...]
May 2nd, 2008 at 1:40 am
And then there is option 4) a defect in the LCD panel itself. Lenovo was kind enough to replace the display at no cost to me even though it was out of warrenty! It doesn’t get much better than that.
I’ve always come back to IBM/Lenovo because they are the most reliable and well built laptops. Time to add another reason to the list!
May 22nd, 2008 at 1:07 pm
My friends and i have been waiting almost a year for a NEW TABLET TO COME OUT TO REPLACE THE X61. Tim when will a new tablet without the bezel problem be released?
July 26th, 2008 at 6:40 pm
When I bought my x61T it didn’t have the option to have the WWAN installed for future use. It was either use an external card or order with WAN installed.
I use a Sierra PCMCIA aircard for WAN but would have like the option to install internal WAN if needed. So, is it possible to return laptop to Lenovo to factory install the internal WAN option (for a cost)? This is not something I care to do myself.
Thanks in advance, Jeff
November 1st, 2008 at 5:36 pm
Tim – This set of comments is one of the few places I found information on problems I was having and I appreciated you sticking with the thread!
Not sure if you are still ‘listening’ these comments (wow over a year!) but I will soon need to send my X61t to EasyServ for a third time for the lower 1/3 horizontal lines screen shaking/distortion problem (fourth time if you count the first trip in for the bezel cracks). You stated in several comments above that this was a solved problem (made before I sent my unit in) and I was hoping for some insight/help on what to tell EasyServ (or who to contact at EasyServ?) to get my unit fixed correctly this time. I love this computer and EasyServ has been fast/easy but I am frustrated (even knowing I was as an early adopter for this product) that I can not seem to find anyone to talk to who can do more than just say ‘Send it in’.
Thanks,
Charles
November 4th, 2008 at 11:35 am
Charles – I’ve sent you an e-mail.
November 24th, 2008 at 7:40 pm
To finish up: my unit is now fixed. Display is well again and audio works too. Thanks everyone.
December 19th, 2008 at 2:57 am
As much as I’d like to believe that the newer T400 models are as durable as this blog claims, it’s simply not the case. There is substantial weakness in different areas of the chasis and plastics (on the right side over the optical drive).
I haven’t personally tested out the new panasonic toughbooks, but I have compared the T400 to its business class equivalent in Dell and HP, and Sony, and I have to say they offer much more solid construction, with many of the same protective features at a better price at times. Some models I’ve looked at recently from Sony LESS chasis flex ( consistently throughout), MORE durable outer materials, better finish and fit, WHILE having the same magnesium alloy casework, all while weighing LESS (when you take into consideration the weight of the 6 and 9 cell batteries in the thinkpads).
I was a little hasty in making my decision to get the newer series because I believed in the Thinkpad brand, but had I know all the quality issues I would have with the new T series. I might have reconsidered.
December 19th, 2008 at 3:08 am
I personally did not make this video, but I certainly see the same degree of flex and contortion in the same area of my T400.
http://www.youtube.com/watch?v=HrerGDrMYlE
January 10th, 2009 at 6:05 am
Dear Tim,
I am from the Netherlands and I have a huge problem. In september 2007 I bought my X61 Tablet in the United States. I chose a IBM because they are so solid. My bezel came of a few months ago but I didn’t know this was a common problem. At the end of November 2008 I also got the shaking lines at the 1/3 bottom of my screen. At that time I tried to fix it by taping the bezel myself, but that didn’t help. At the end of December I brought my laptop to a service center here in The Netherlands, but now they say my screen has a crack in it’(not on the 1/3 bottom), what is causing the problem.
I saw it when I went to them a week ago, but that crack wasn’t there when I brought it to them. They say I didn’t see it because I had a screen protector on it.
Now IBM here says I have to pay myself 1050 euro for screen replacement! When I read things here, I see that my problem is a warranty problem.
I always treated my laptop as a princess and I used a good laptopbag.
Can you help me, please?
February 25th, 2009 at 1:05 pm
I dont believe in this claim. Lenovo is made in china and i dont trust the quality of products that are made in china.
March 29th, 2009 at 8:35 pm
I don’t believe these claims at all — My dad has a panasonic toughbook CF-W5 & I have a Lenovo thinkpad x61s. His is much better built than mine is, lighter, obviously can withstand more…
I just accidentally spilled some tea on my x61s this morning, did everything you’re supposed to do – ie., not move it, turn it off using the switch, unplug it – and it still won’t start………. Am quite disappointed.
However, i still think thinkpads look cool so I’ll probably replace it with an x61t – hopefully i won’t get one with a bezel problem.