Ordering Recovery CDs - Revision history

Coops: I got mine for free by complaining - on an out of warranty machine!

2011-01-26T11:31:18Z

I got mine for free by complaining - on an out of warranty machine!

Akw: /* Country overview */

2009-10-28T13:16:13Z

‎Country overview

Maja: /* Country overview */

2008-11-21T17:00:37Z

‎Country overview

Maja: /* Country overview */

2008-11-21T16:30:14Z

‎Country overview

Zaphy: /* Country overview */

2008-09-23T05:15:58Z

‎Country overview

Maccess at 14:05, 15 May 2008

2008-05-15T14:05:37Z

Maccess: detail on Philippines

2008-05-15T14:02:17Z

detail on Philippines

Surfer99: /* Good reasons to tell */

2008-02-01T16:29:22Z

‎Good reasons to tell

Robokopf: /* Country overview */

2007-10-11T05:29:17Z

‎Country overview

Robokopf: /* Country overview */

2007-10-11T05:26:34Z

‎Country overview

← Older revision		Revision as of 11:31, 26 January 2011
Line 102:		Line 102:

	[[Category:Windows]] [[Category:A30]] [[Category:A30p]] [[Category:A31]] [[Category:A31p]] [[Category:G40]] [[Category:G41]] [[Category:R30]] [[Category:R31]] [[Category:R32]][[Category:R40]] [[Category:R40e]] [[Category:R50]] [[Category:R50e]] [[Category:R50p]] [[Category:R51]] [[Category:R52]] [[Category:T23]] [[Category:T30]] [[Category:T40]] [[Category:T40p]] [[Category:T41]] [[Category:T41p]] [[Category:T42]] [[Category:T42p]] [[Category:T43]] [[Category:T43p]] [[Category:X22]] [[Category:X23]] [[Category:X24]] [[Category:X30]] [[Category:X31]] [[Category:X32]] [[Category:X40]] [[Category:X41]]		[[Category:Windows]] [[Category:A30]] [[Category:A30p]] [[Category:A31]] [[Category:A31p]] [[Category:G40]] [[Category:G41]] [[Category:R30]] [[Category:R31]] [[Category:R32]][[Category:R40]] [[Category:R40e]] [[Category:R50]] [[Category:R50e]] [[Category:R50p]] [[Category:R51]] [[Category:R52]] [[Category:T23]] [[Category:T30]] [[Category:T40]] [[Category:T40p]] [[Category:T41]] [[Category:T41p]] [[Category:T42]] [[Category:T42p]] [[Category:T43]] [[Category:T43p]] [[Category:X22]] [[Category:X23]] [[Category:X24]] [[Category:X30]] [[Category:X31]] [[Category:X32]] [[Category:X40]] [[Category:X41]]
		+
		+	**************************************************************************************************************************************************************************************************************************************************************************
		+	Thought you might like to see my exchange with Lenovo which resulted in a phone call this morning from the helpdesk agent to advise that a full set of recovery media has been ordered free of charge:
		+
		+	-------- Original Message --------
		+	Subject: Case *****
		+	Date: Tue, 25 Jan 2011 14:51:06 +0000
		+	From: *****@gmail.com
		+	To: IBM Frontoffice <frontoffice@uk.ibm.com>
		+
		+	Thanks again for the quick response.
		+
		+	The points made below do not however address the fact that the charge is extortionate.
		+
		+	I would be grateful if you could pass this complain on into your escalation process as it does not seem possible to resolve it here.
		+
		+	thanks
		+	Paul
		+	- Hide quoted text -
		+
		+
		+
		+
		+
		+	On Tue, Jan 25, 2011 at 16:40, IBM Frontoffice <frontoffice@uk.ibm.com> wrote:
		+
		+
		+
		+	Hello,
		+
		+	Unfortunately, this is the set price for the recovery media. As the machine is out of warranty as stated before, the media cannot be provided free of charge.
		+
		+	Prior to the machine failing, you would have had the option to create recovery media yourself by using the Thinkvantage tools that came preinstalled on the machine.
		+
		+	Kind regards,
		+	Ian
		+
		+	Lenovo Technical Support
		+
		+
		+
		+	-------- Original Message --------
		+	Subject: Re: Case *****
		+	Date: Tue, 25 Jan 2011 16:00:56 +0000
		+	From: *****@gmail.com
		+	To:
		+
		+
		+	Thankyou for the quick response.
		+
		+	I confirm that the laptop is out of warranty.
		+
		+	Regardess, a charge of £40 for replacement media is extortionate. My argument is that because the cost of production is so out of line with the charge, Lenovo must feel that it can extort it's customers - customers only require the media when they are desperate.... because your product has failed.
		+
		+	As mentioned, HP recently provided me with replacement media at no charge - this was for an NC6100 which is around 5 years old.
		+
		+	My issue is not so much that there is a charge, but that the charge is extortionate.
		+
		+	I am left with the impression that Lenovo is happy to extort money from its customers which I am sure is not what the company's board would intend.
		+
		+	How does Lenovo intend to resolve this matter?
		+
		+	thanks
		+	Paul
		+
		+
		+	On Tue, Jan 25, 2011 at 15:31, IBM Frontoffice <frontoffice@uk.ibm.com> wrote:
		+
		+
		+	Hello,
		+
		+	Unfortunately the recovery CDs are an "in warranty" type of service. As such, we cannot provide the CDs free of charge.
		+
		+	Kind regards,
		+	Ian
		+
		+	Lenovo Technical Support
		+
		+
		+
		+	-------- Original Message --------
		+	Subject: Case *****
		+	Date: Tue, 25 Jan 2011 14:51:06 +0000
		+	From: *****@gmail.com
		+	To:
		+
		+
		+	Dear Sir or Madam
		+	I would like to complain regarding the cost of obtaining recovery media from Lenovo.
		+
		+	I require recovery media because my hard disk has failed.
		+
		+	I am informed that the price for such is £40.
		+
		+	I am extremely disappointed that Lenovo chooses to treat it's customers in such a way - the effect is that one's impression of Lenovo is that the brand is one which tries to extort money from its customers when they need it the most : when the product has failed. This is disgusting, and does not sit well especially when compared with competitors such as HP who were only too happy to send recovery media to me a year ago for a failed laptop.
		+
		+
		+	Please confirm that recovery media will be sent in due course at no cost.
		+
		+	thanks
		+	Paul

@@ Line 80: / Line 80: @@
 *Poland (60 PLN +VAT (on warranty) via IBM Poland business partner)
 *Philippines (ordering requires Model & Serial #, nominal fee $25-40 depending on model), alternatively, they will re-image the hard drive for $22.
 *Spain
 *Sweden

@@ Line 96: / Line 96: @@
 *USA, after revealing the problem's cause to be an installation of Linux
 *Greece, service reps claim that these CDs are not for end-users.
-*Slovenia, these CDs are not for end-users.
+*Slovenia, service reps claim that these CDs are not for end-users.
 |}
 [[Category:Windows]] [[Category:A30]] [[Category:A30p]] [[Category:A31]] [[Category:A31p]] [[Category:G40]] [[Category:G41]] [[Category:R30]] [[Category:R31]] [[Category:R32]][[Category:R40]] [[Category:R40e]] [[Category:R50]] [[Category:R50e]] [[Category:R50p]] [[Category:R51]] [[Category:R52]] [[Category:T23]] [[Category:T30]] [[Category:T40]] [[Category:T40p]] [[Category:T41]] [[Category:T41p]] [[Category:T42]] [[Category:T42p]] [[Category:T43]] [[Category:T43p]] [[Category:X22]] [[Category:X23]] [[Category:X24]] [[Category:X30]] [[Category:X31]] [[Category:X32]] [[Category:X40]] [[Category:X41]]

@@ Line 96: / Line 96: @@
 *USA, after revealing the problem's cause to be an installation of Linux
 *Greece, service reps claim that these CDs are not for end-users.
 |}
 [[Category:Windows]] [[Category:A30]] [[Category:A30p]] [[Category:A31]] [[Category:A31p]] [[Category:G40]] [[Category:G41]] [[Category:R30]] [[Category:R31]] [[Category:R32]][[Category:R40]] [[Category:R40e]] [[Category:R50]] [[Category:R50e]] [[Category:R50p]] [[Category:R51]] [[Category:R52]] [[Category:T23]] [[Category:T30]] [[Category:T40]] [[Category:T40p]] [[Category:T41]] [[Category:T41p]] [[Category:T42]] [[Category:T42p]] [[Category:T43]] [[Category:T43p]] [[Category:X22]] [[Category:X23]] [[Category:X24]] [[Category:X30]] [[Category:X31]] [[Category:X32]] [[Category:X40]] [[Category:X41]]

@@ Line 89: / Line 89: @@
 | style="vertical-align:top;background-color:#fff0e0;" |
 *Israel, but received after calling IBM Europe
-*Australia, payment was requested
+*Australia, payment was requested ($82.50)
 *India, just a plain "not possible"
 *Russia, service reps claim that these CDs are not for end-users

@@ Line 42: / Line 42: @@
 *You upgraded to Vista and now the 'Create Recovery Media' software only offers to make 'Rescue Media', not 'Recovery Discs'.  The [http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=VSTA-LENOVO#hp official guide] does not make it clear to create Recovery Discs before upgrading/installing.
 *You installed Linux or some other OS and accidentally removed/destroyed the [[Predesktop Area]]. However, support may argue that installing an OS that corrupted the MBR is outside of the warranty, and thus the $45 surcharge still applies. Chances of receiving free recovery discs may be better by providing reasons other than this one.
-*You bought a machine in one country (e.g Germany) and need to convert the OS to use  a different language (e.g. English).
+*You bought a machine in one country (e.g Germany) and need to convert the OS to use  a different language (e.g. English).** this is a very bad reason to use, IBM will (or should) tell you that the machine is only supported with the language it is delivered, this is a license requirement between Microsoft / IBM.
 *Your computer was unable to run Windows XP and is temporarily running on Windows 2000 (or other O/S)
 **in Europe IBM have to provide recovery means due to EU consumer laws but willfull damage are not covered by warranty as per IBMs Terms and Condition of warranty now whether installing linux and thus deleting / formatting the hard drive is "willfull damage" is open to the service reps interpretation so there is possibility of slightly variation here therefore the best way to recieve recovery CDs is to claim no knowledge of the recovery process "pressing the (access IBM / Lenovo care) button but nothing happens it will not start windows can you send me some CDs so i can reinstall?" this will near always work.

@@ Line 86: / Line 86: @@
 *USA ($45 if out of warranty [in one case, at least])$45 in warranty as well [I'll question this line,"$45 in warranty as well"]IBM/Lenovo pickup the cost for My software while in warranty.
 *Turkey
-*Malaysia, will cost you RM226 for a set of 6 to 7 recovery CDs + delivery. Alternatively, you could drop by at IBM Plaza (check IBM Malaysia page for contact) and borrow the recovery CD from them. However, the recovery process must be done at there and then by yourself, and the CD cannot be brought out from the office. This alternative method is free of charge.
+*Malaysia, will cost you RM226 for a set of 6 to 7 recovery CDs + delivery. Alternatively, you can drop by at IBM Plaza (check IBM Malaysia page for contact) and borrow the recovery CD from them. However, the recovery process must be done at there and then by yourself, and the CD cannot be brought out from the office. This alternative method is free of charge.
 | style="vertical-align:top;background-color:#fff0e0;" |
 *Israel, but received after calling IBM Europe