My parents have used Thinkpads only for the last ~12-15 years. I had an issue with a keyboard on a X40 which was resolved within days, the laptop was at this point 2½ years old.
And recently my dad had an issue with the motherboard on his latest laptop. They tried to fix it twice and then gave him a new laptop as the problem reappeared after a short while. This was onsite support btw. From notifying Lenovo about the first issue to he received a replacement laptop took about a week.
There is a reason they stick to Thinkpads, and that is customer service.