Recovery CD's - No Longer Free Not Even During 1st 30 Days

[LImom]

Just called IBM because I did not receive the recovery cd's that I ordered on 9/17 for my new T42. I was told that an inquiry had been sent to "Entitlement" because my brand new notebook was no longer under warranty. Hard to believe since it had just been delivered by UPS. Entitlement bounced it back to support but the rep didn't order the cd's. I was told I could create my own because IBM was no longer sending them out "free of charge" even within the first 30 days. There is now a $45 charge for these cd's; this policy went into effect 2 days ago. I told him that shouldn't apply to me since I did order them on 9/17. Good news is that I am getting them free of charge, but everyone will have to create their own from here on out or pay $45.

[muffd]

One thing you could do (I did this yesterday) is call IBM and tell the technical support guy that you ordered a new hard drive from IBM and they forgot to include the recovery cd's. The rep told me if your computer crashes, you can also request recovery cds assuming your laptop is still under warranty.

[Kenn]

That's really unfortunate if it's true (sometimes support guys get it wrong or new policies get retracted). But on the bright side, they send out burned CD-Rs anyways, so you're not really losing anything by creating your own set at home.

[ipXpert]

I guess I ordered mine just in time. Got mine about 2 weeks ago. Ordered both the x40 and t42 disks.

[MSE Environmental]

I called IBM Tech Support last Saturday on another issue and before I hung up I asked for the recovery disks. The Atlanta based tech rep (who I developed a good rapport including talking about college football for 5 minutes or so) said he would send them out that day. I got them on Tuesday.

This must be a very recent thing. I'd push back on them about this. I can't imagine that with some gentle firmness that they wouldn't send them out to you.

I've often found that in many issues with companies a "no" is simply an opening offer.

An email with a nice request probably would do the trick. I would surprised if they didn't honor your request.

[doylnea]

I think it likely depends on the system. T41's cannot make their own CDs, however, there is an option (so I've read, I have a T41) for owners with T42s.

[Kenn]

Also, as poor as it speaks to consistency and process, it often helps to call again and speak to another person. Believe it or not, some CSRs are just hardasses.