My ThinkPad P1 Gen 6 keyboard stopped working after a heavy computing job while the laptop was sitting on a soft sofa. Restricted airflow and heat may have played a part. That is my suspicion, not a confirmed technical diagnosis.
On 7 October 2026, I took it to Harib, the service centre in Sharjah. It had active Lenovo Premier Support Plus, with prioritized parts and labour. Lenovo’s case was created on 8 October and marked “Service in Progress”. That did not establish when hands-on work began. Then came the familiar answer: waiting for a replacement keyboard. No arrival date, no collection date.
I asked my ChatGPT Dots assistant, Mondot, to handle the follow-up in web chat and be harsh till we get date and time of the laptop readiness. It checked the repair information, matched the receipt to the Lenovo case and work order, verified the support entitlement, and opened Lenovo’s live chat on my behalf on 12 October.
The useful part was how specific it kept the conversation. When support said the machine was being repaired, Mondot asked whether the keyboard had actually arrived. When the answer became yes, it asked when, whether this was the correct part for my repair, and when the laptop would be ready to collect.
It also asked for escalation, an owner and a written update. “Shortly” and “as soon as possible” prompted another request for a date. The chat lasted nearly an hour. I could read the exchange without composing every follow-up myself.
There were limits. The support agent could not bring a manager into the chat or promise a completion date. An urgent escalation went to Lenovo’s Technical Account Management team, but it still had no assigned individual when Mondot checked again.
At 12:29, Lenovo emailed written confirmation that the keyboard had arrived that day and that the urgent escalation included the request for a collection date. Meanwhile, Harib had already sent me a WhatsApp message at 11:59 saying the laptop was ready. I shared that screenshot with Mandot at 12:39. It updated Lenovo, thanked the agent and closed the chat at my request. I’ve since collected the laptop. All times are Dubai time on 12 October 2026.
What it demonstrably did was take over the repeated questioning, check which answers were actually supported, and get the key facts into writing. This was a very ordinary support problem. Having an assistant stay with that conversation was a concrete, everyday use of AI.