Unappreciated Customer Service Techs

[westin]

But what about Windows?.............. if you buy an OEM version then Microsoft will tell you to talk to the computer manufacturer, but will they support it without charge under their general warranty?

I wonder if anyone will answer?............remember that here in the UK, there are three interesting statutory, or statutorily empowered bodies:

At lenovo/IBM thinkpad support, we will not support windows without a fee, or most software for that matter... as I posted earlier, we provide very very basic support for the thinkvantage technology [TVT] suite, but nothing beyond where to download, how to uninstall, reinstall, and if that fails, we are supposed to tell the customer to reload windows... I hate that. absolutely hate that policy... we are supposed to be done with calls in 11.5 minutes, but if it goes longer, they understand... as long as simple calls aren't lasting 45 minutes... and as long as you follow the correct menu prompts: 1, 1, [four digit] machine type, 1 ... your hold time will generally be less than 60 seconds... in fact, that is contractual... we have to have an avg hold time of <60s ... pretty good for tech support in my opinion...

[AngelicKnight]

At lenovo/IBM thinkpad support, we will not support windows without a fee, or most software for that matter... as I posted earlier, we provide very very basic support for the thinkvantage technology [TVT] suite, but nothing beyond where to download, how to uninstall, reinstall, and if that fails, we are supposed to tell the customer to reload windows... I hate that. absolutely hate that policy...

I totally agree. Take my case for instance (my T60 thread) -- you couldn't determine if it was a hardware problem without testing for potential software issues first, but in the end we were able to determine it WAS hardware. So what, I pay $99 to check software when software isn't even the problem? That policy DOES suck.

But what can ya do?

[phishphreek]

At lenovo/IBM thinkpad support, we will not support windows without a fee, or most software for that matter... as I posted earlier, we provide very very basic support for the thinkvantage technology [TVT] suite, but nothing beyond where to download, how to uninstall, reinstall, and if that fails, we are supposed to tell the customer to reload windows... I hate that. absolutely hate that policy... we are supposed to be done with calls in 11.5 minutes, but if it goes longer, they understand... as long as simple calls aren't lasting 45 minutes... and as long as you follow the correct menu prompts: 1, 1, [four digit] machine type, 1 ... your hold time will generally be less than 60 seconds... in fact, that is contractual... we have to have an avg hold time of <60s ... pretty good for tech support in my opinion...

We just purchased a couple of thinkpads with vista ultimate. To my surprise, the install media didn't come with the thinkpad.

I called support to find out how to get a hold of the vista install cd. They told me that they don't provide the media and that if I had any problems, I could restore using their repair partition.

I told them that I wanted a boot.wim file on the vista media for windows distribution services. They told me that if I wanted the media, I had to go to the store and buy vista! WTF?! I downloaded it via bittorrent...