Lenovo ThinkPad X1 Carbon 5th Gen Laptop Recall

Lenovo ThinkPad X1 Carbon 5th Gen Laptop Recall

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Lenovo ThinkPad X1 Carbon 5th Gen Laptop Recall

Dear Valued Lenovo Customer,

In cooperation with the U.S. Consumer Product Safety Commission (CPSC) and in the interests of public safety, Lenovo is voluntarily recalling some ThinkPad X1 Carbon 5th Generation laptops.

Lenovo has determined that a limited number of such laptops may have an unfastened screw that could damage the laptop’s battery causing overheating, potentially posing a fire hazard.

ThinkPad X1 Carbon 5th Generation laptops manufactured on or after November 1, 2017 are not affected.

To confirm if your ThinkPad X1 Carbon 5th Generation laptop (Machine Types: 20HQ, 20HR, 20K3, 20K4) is affected, follow the instructions below in the "Determine if my laptop is being recalled" section.

Lenovo is offering a free service inspection program for all affected ThinkPad X1 Carbon 5th Generation laptops. If your laptop is confirmed to be affected, follow the instructions below in the "My laptop is affected" section.

Should you have any further questions, you may contact Lenovo Services at 1 800-426-7378 for U.S. residents, 1 800-565-3344 for Canadian residents or an authorized Warranty Services Provider. International contact information for recall support, please click Call us or follow the instructions in the "My laptop is affected" section. When you contact a technical support representative, please advise them you are calling in reference to the ThinkPad X1 Carbon 5th Generation laptop recall.

Lenovo values you as a customer and regrets any inconvenience this recall may cause.

Determine if my laptop is being recalled

To determine whether your system is affected by this recall:
  1. Select your Machine Type (4 digits)
  2. Enter (8 digits) Serial Number. Do not include spaces or hyphens (Help me to find Machine Type and/or Serial Number) in the fields below:
Machine Type
Serial Number
Status

 

Weekly maintenance is performed on this page at Friday 10PM – Saturday 7AM (EST). Please expect the status checking may be out of service during this period of time. We apologize for any inconvenience caused.

 

Status

Description

AFFECTED

The system is AFFECTED and must be inspected.

NOT AFFECTED

The system is NOT AFFECTED, no inspection action is needed.

INSPECTION COMPLETED

The AFFECTED system has been inspected, no additional action is needed.

SPECIAL INSTRUCTION

Please verify the Machine Type and Serial Number is correct. Do NOT include spaces or hyphens.
Example: Machine Type: 20HQ Serial Number: PXXXXXXX
(Help me to find Machine Type and/or Serial Number)

CONNECTION ERROR

The database is receiving maintenance and not available. Please check back soon.

 

Batch Lookup

Upload your list of product serial numbers

Use the provided file template(xlsx)

Limit 200 rows per query

...

My laptop is affected

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Serviço de Atendimento ao Cliente: 0800-701-4815

Horário de atendimento:

De segunda à sexta das 8:00 às 18:00 horas (exceto feriados nacionais)

Recall Q&A

Q1. Which laptops are being recalled?
Some ThinkPad X1 Carbon 5th Generation laptops built between December 2016 and October 2017.

Machine Type

20HQ

20HR

20K3

20K4

Built between

YY/MM
16/12 – 17/10

ThinkPad X1 Carbon 5th Generation laptops built on or after November 1, 2017 are not affected.

Picture of machine type, S/N, and build date (Silver)

Picture of machine type, S/N, and build date (Black)

Q2. What should customers do to find out if their PC is affected by the recall? How do they get their PC fixed?
Customers should confirm if they have a laptop impacted by the recall by validating the Machine Type (MT) and Build information as noted above in Q1, and then go to the web site: https://support.lenovo.com/X1C_5GEN_RECALL to confirm their serial number (SN). If impacted, then Lenovo recommends they should immediately stop using the affected laptop PC and contact Lenovo Services or an authorized Warranty Services Provider to schedule an appointment to have their systems inspected for an unfastened screw.

Q3. Is it dangerous to continue to use these products while waiting for a repair?
Customers should immediately stop using affected computers, and schedule an appointment to have the laptop inspected for unfastened screws.

Q4. Have there been any reports of fire or damage to property?
No. Lenovo has not received any reports of fire nor reports of damage to property other than the laptop.

Q5. How much will the repair service cost?
Lenovo is inspecting, and repairing if necessary, all affected systems free-of-charge.

Q6. How long will customers have to wait to get my PC repaired?
Once a customer has contacted Lenovo Service and Support, it will set up a repair date for customers with minimal delay.

Q7. Why did Lenovo issue a recall?
Lenovo received three customer reports worldwide of an overheat condition related to an unfastened screw which resulted in damage to the customer's laptops. Lenovo has received no reports of damage to persons or property, other than to the laptop PCs.

Q8. Are other products included in the recall?
No. This issue is limited to ThinkPad X1 Carbon 5th Generation laptops manufactured between December 2016 and October 2017.

Q9. How did you discover this problem?
Lenovo has received three customer reports worldwide of overheating which resulted in damage to the PC. Lenovo has received no reports of damage to persons or property, other than to the laptop PCs.

Q10. What exactly is the cause of this problem?
Lenovo’s investigation and analysis determined that an unfastened, small screw, left in the unit during manufacture, could damage the surface of the lithium ion polymer battery and cause a short, leading to rapid cell discharge of the battery. This defect has led to three failures in the field. Lenovo has not received any reports of a fire.

Q11. How long have you known about these problems?
The problem was discovered several weeks ago. After completing the appropriate investigation, we voluntarily contacted the CPSC and have cooperated fully with their guidelines and recommendations.

Q12. If you’ve known about these problems for a few weeks, why didn't you recall these products before now?
Lenovo needed time to investigate the root cause, identify exposed systems, and voluntarily raise the issue with the CPSC. Once the CPSC becomes involved, we are obligated to follow their guidelines and recommendations. We have been working with the CPSC over the past few weeks to ensure all necessary documentation and actions were in place.

Q13. Is this recall indicative of a design flaw with Lenovo products?
No. The recall is due to a manufacturing process lapse which Lenovo’s engineers have subsequently fixed. Having taken the time to fully understand and correct this manufacturing issue, Lenovo is fully confident that its current ThinkPad X1 Carbon laptops meet Lenovo’s high quality and safety standards.

Q14. How do I know that your “fix” will work?
Removal of any unfastened screw will eliminate any exposure of the battery to an unfastened screw. This process will eliminate the risk identified in this recall.

Q15. Do you have enough servicers available to complete my inspections immediately?
Yes. As soon as you get us the serial numbers, machine types and locations, we can schedule appointments to have systems inspected.

Q16. What is the financial impact to Lenovo of this recall?
Lenovo does not reveal costs for recalls.

Q17. My system has an affected Machine Type and is within the manufacturing date range, but the Lenovo recall web site says I am not affected. Why?
Systems that were built in the affected date range, and in factory inventory after the issue was discovered, were screened for unfastened screws prior to shipment and are not impacted by the recall.


Document ID:HT504453
Original Publish Date:07/06/2017
Last Modified Date:08/15/2024