I got an X1 a few years back while in grad school in another state. My experience with the company started out poor when their fraud prevention made it nearly impossible to buy the machine. Making sure several forms of identification referenced my location and where the product was shipping (why does shipping have ANYTHING to do with purchasing!?), I ended up being unable to ship it to my desk at school, but did get the product to my apartment at least. All of this made the order several weeks later than I had anticipated, not that I had things to get done or anything. I know this doesn't have to do with product support, but it's foreshadowing.
Half a year ago, I spilled some water on my laptop. Disaster. In fact, my wife had done the same thing a week earlier to her Lenovo as well. Both keyboards were dead; we had to use externals until we could get the issue resolved. Funny, because the X1 has little holes through the keyboard to drain as though it is at least somewhat resistant to such things. It isn't.
I called the support line and actually felt like I had gotten pretty far until the guy on the other end quoted me something like $400 to repair the machines. What? I just need keyboards, that's not going to happen. Turns out full service repair out of warranty is crazy from them, I should call the "parts department" at one of three numbers he gave me and order the specific parts for manual repair. Okay, now I'm getting somewhere. I wanted just the parts to begin with (and thought I had asked for that). Of course, figuring out which of the random phone numbers was correct was another labor of pain.
We called the parts department for two months. They're open for exactly eight hours a day and the wait is no less than an hour in our experience. Pain. Eventually, we got through and received the keyboards for around $50/ea. I'm not new to repairing laptops, I just wanted the exact parts that belong in the computers at a reasonable price.
My X1 is several years old now and still chugging along. Someday its battery won't be sufficient and I don't know if the X1 Carbon will tempt me or not. As a Linux user, Lenovo is the safest bet I know of for laptops so I'm fully expecting that I'll deal with all of this again someday.