Experience​s with Lenovo and my purchases of two laptops

Question

Experiences with Lenovo and my purchases of two laptops (one was exchanged) and issues following with defective parts:
First.. Lenovo Return Policy:
I had ordered an E420, and by  mistake in that I responded to an email advertisement while at work, and rushed through the online order (bad mistake).
When I received the E420, I didn't like the LCD or keyboard at all... and was really disappointed. While researching other customer experiences, I assumed Lenovo basically had an "all sales final" policy for Canadian Customers.
I called them the next business day after receiving the E420, and said I was disatisified with the it, and would like to exchange it for a T520. She said that is possible, but I'd have to order the T520 before I could get a return authorization (which was ok).
I ordered the T520, and within a week (I had to call and bug them once), I received the return labels for the E420, and returned it that day. It took about 10 days, for the full E420 credit to show up on my credit card, and I was very happy to see they did not charge me restocking.
Second, issues with the T520:
Within hours of opening the T520, I noticed the upper cursor key was not working. Not very good for a brand new laptop... a bit disappointing.
I called lenovo the next morning, and she apologized for the issue, and said she'd send me another keyboard asap... and the instructions. This was ok, since repairing PC's and laptops is a skill I have. The keyboard came the next day.... and I replaced it.. all good.
Next issue:
The bluetooth worked for about 3 days, and stopped working (which was a pain because I used a lenovo blue tooth mouse).  Bios shows it enabled, but does not show up anymore when I do a FN F5, or in device manager. Just to be sure it wasn't an issue with software, I used the recovery DVDs to reinstall the OS... still no bluetooth.
Called Lenovo support, he had me pull battery, press the power button with no power sources connected (he said it drained any capacitors), reset bios to system defaults... reboot a few times... still no bluetooth.
He suggested I re-seat the bluetooth daughter card. While I felt comfortable with this, I was surprised Lenovo Support would suggest this, because I am sure many or most customers would not have this expertise to open a laptop without doing some sort of damage. That being said, Lenovo does have a Hardware Maintenance Guide that explains step by step procedures for replacement of parts on the T520.
I didn't do this while on the phone with him, but after going through the troubleshooting, he said a box would come to my door, and I'd have to ship my laptop away for a week or so to have it fixed.
I expressed my unhappyness with this idea as UPS/Lenovo just delivered the Laptop to my door and a week had not even passed, and I have to do without it for a week or ???. 
I said, this is why purchasing a laptop online can be a huge drawback... had I purchased from "Best Buy" I could go exchange it over the counter in a few hours.
Anyways.. I asked if I could drop it off at an Authorized Lenovo Repair depot, and he said yes.. just bring the case number.
I personally don't trust "Repair Depots" by default.  They scratch laptops, they leave screws out, they mark the plastic edges when separating the covers, bezels, etc because they use metal screwdrivers or are not careful when doing so.
After I got off the phone, I was able to re-seat the bluetooth card... still not resolved. I think I will call Lenovo back and ask the part to be sent to me, and I'll replace it.
Other comments:
Sound - The volume level on the T520 isn't as loud as my HP nx9420... unfortunate.. but I can live with it.
Performance: The Performance rating on my 5 year old HP nx9420 was 4.3, this new T520 was 4.6... not that much better and appears to be due to the video card rating.
Lenovo Packaging:
I was also very surprised that Lenovo ships the laptops by sending them in their own box, and not putting them in a large box with padding to protect them. That means that any rough handing by UPS, would be experienced by the laptop, which if you ever talk to people who work for UPS or other couriers admit that they work on volume/speed and not giving much priority to ensuring items are handled carefully.

Answer 1

The Windows experience index is only a rough guide, not a benchmark. Many people have reported having minor things wrong with the machines as shipped. Perhaps, this is due to shipping damage.
I find it interesting that you BT went out after a keyboard replacement. Mine did the same thing, and had to be replaced. 
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My TPs: Twist 2HU: i5-3317U Win 8 Pro, 4GB RAM 250GB Samsung 840 | T420 4177CTO: i5-2520M, HD+, Win 7 Pro x64, 8GB RAM, Optimus, 160GB Intel 320 SSD, Intel 6300 WiFi, BT 3.0 | T400 2764CTO: P8700, WXGA, Win 7 Ult x64, AMD 3470, 8GB RAM, 64GB Samsung SSD, BT, Intel 5300 WiFi | A20m 14.1" PIII 500 (retired). Monitors: 2x Dell U2211h IPS 100% sRGB calibrated w/ Spyder3.