Lenovo Support/Customer service - Regarding DVD Drive problem

Just a quick THANK YOU to the folks at Lenovo tech support in the UK (notice I didn't say England as you are north of the border in the land of free men) ;-)
I have a 3000 n200 0769brg and as of yesterday it no longer recognises dvd's at boot Time (or any other time) - cd's are okay though.
After a lot of forum searching and various OS installs and messing about, I was unable to find a solution and the conclusion was that it was broken.
Called Tech support after being directed to them by Laptop direct (where the laptop came from) and spoke to a nice chap called Kevin (or Keiron sorry can't remember which). Explained what the symptoms were and what I had tried.........(deep breath and hold)........
At this point I was expecting the usual long winded (Can't help as you run Linux so lets send you off to try some other pointless diagnostic approach as you must have broken it) routine.
How could I be so wrong in my thinking! ..... "No Problem" he says "I'll get one couriered out to you tonight!"
So as I wait for my new drive to arrive I am very happy and musing over the following points:
Well done Lenovo for having real customer support agents who don't treat you like you know nothing about computers and mess you about with futile fix approaches whilst reading from scripts
Well done for (presumably) having policies in place where replacement parts are offered immediately instead of trying to cut costs and get away with not sending them
Having the foresight to offer other excellent support resources (this forum, the download section, the videos and the superb access to the same training materiels you give to your employees and resellers).
I worked for one of the biggest Isp's in the UK (NTL) for a number of years as a second line tech and as a result I know just how good (and bad) support can be.
Yes things break, the point is to ensure that it is not your customers confidence in your products and services that break along with it.
So, pat yourselves on the back and keep doing what you are doing. I will continue to recommend you as the best out there at what you do.
WELL DONE!
Regards
Rob (stiirred but not shaken)

i guess he shouldn't have assumed but since most likely he gets so many people using the Lenovo 3000 whom coming into his service centre that all needed replacement of the dvd burner, he naturally thought that your malfunctioning dvd drive was the result of something broken and needed to be replaced............
Obviously, one lesson from all of this, is that don't make assumption and test all the possibility, but human after all are habitual animals, where habits sometime takes over logic.........
Message Edited by lead_org on 01-05-2009 10:21 PM
Regards,
Jin Li
May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft

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May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft

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May this year, be the year of 'DO'!
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Lenovo Support/Customer service - Regarding DVD Drive problem