Edit: Conclusion at the bottom
I just sent my ThinkPad X13 Yoga Gen 2 in for service the other day, it hasn’t yet reached the depot but I’m worried after seeing reviews online about Lenovo’s customer service. I know people are definitely more likely to write a review if they have a bad experience than a good one.
The repair is just for the TrackPoint, which hasn’t been really up to the old ThinkPads I’ve had (T23, T43, T61, T410, T460) and had recently stopped going to the right entirely. TrackPoints are the only reason I still buy ThinkPads and not something like a framework (and I don’t think I can go back to non 2-in-1 laptop after this last one)
I also took the NVMe drive out and swapped it with one that had a fresh install of windows 11 on it so that I could use my data while it was sent in. Will they refuse to work on it if they have a non oem drive inside?
AFTER REPAIR EDIT: Just got it back from the warranty center! Instead of replacing just the TrackPoint module, they replaced the whole top cover & TrackPad (I did mention that it was having similar issues to them). Came with the factory plastic on it. They didn’t try to short-change me in any way, didn’t try to argue that it was normal or that it was wear and tear or anything like that. It works better they day it was new, and all of the scuffs that I had on the corners are now gone (so is my intel sticker but I can live with that).
In regards to the SSD being out, they didn’t say anything or refuse service because of it. I was up front that I had been inside the device before I had sent it in, so YMMV, but all in all 10/10 experience
Yes, I paid for onsite warranty and it has been excellent. They mailed me the part and had the service tech show up the next day. She replaced it on site, no problem. I keep my drive and OS. They worked around my schedule and came to me.
I can only compare to Apple which was a shitshow, where they had my computer for weeks after I had to argue with them (both online and in the store) that it was a defective part.
Fingers crossed it goes well, this has given me some more hope!