I have been dealing with some computer issues for the last couple of weeks.
Those are always fun, right?
Euphemism.
Alright, so I have two computers, both laptops, both from Lenovo, and both running Windows 10. Actually, we have three laptops, one “larger” one we have as the house computer, then the other two are the same model, smaller, one is Laura’s she uses for her work and the other is one I share with the kids for homework and other stuff.
So the computer problems we have been having aren’t critical, but a major annoyance and inconvenience. The hard drive on one of the smaller computers failed. fortunately it wasn’t the computer that Laura uses for her work – that would have been really bad.
Taking the computer in to be repaired I had to get the hard drive replaced. It wouldn’t boot up, wasn’t under warranty, and, well, needed to be fixed. So a couple of hundred bucks later I get the computer back and it’s just not right in that something was still wrong. The resolution of the screen was slightly off and the touchscreen wasn’t working.
I spent some time trying to figure this out on my own with no results, so I wound up contacting Lenovo. The bottom line was I needed some recovery software to completely restore the computer to its factory settings. With the computer not being covered under warranty any more, this was another purchase that I knew was going to be made and while I wasn’t necessarily happy, it was something I accepted.
The recovery media came while I was away (that should be my next blog post) so it wasn’t until yesterday that I was able to open it up and start the process. Opening the package I notice that it says the software includes Windows 8.1, not Windows 10 which my computer came with. I figured there might be an update once the process completes so I begin.
When I’m done I have a Windows 8.1 machine, not a fully restored Windows 10 machine as I had been sold.
Contacting Lenovo again I find out the recovery media is indeed Windows 8.1, and that is the only available option for my machine. Mentioning the computer came with Windows 10 installed did nothing, and I would have to purchase Windows 10.
That doesn’t seem right.
I purchase a Windows 10 laptop, and when the hard drive fails out of warranty I replace the hard drive on my own, contact Lenovo for the recovery software and purchase it, only to be told the recovery software for my machine does not match what I was initially sold.
I asked for a refund.
Look, if I’m going to pay for recovery software, I want it to actually recover my computer and put it back to the way it was when I first purchased it.
The Lenovo agent on the phone tried to turn this around on me, something about being told this would not be Windows 10 and I would be offered Windows 8.1 instead, but that was a conversation that never happened. I was told the recovery media would get my computer back to the way it was when I purchased it, there was no mention of differing operating systems. And I didn’t think to ask about it because it wasn’t an issue.
If I have to pay additional to get my computer to the way it was when I purchased it I shouldn’t have to pay even more money on top of what I am already paying. I paid to replace the hard drive and then the recovery media, which was supposed to include the operating system, I should not have to make an additional purchase of the operating system.
——As I am typing this up Lenovo calls——-
Having placed a refund request I am told to expect a Lenovo representative from the finance office to call me the next day. When the call comes I simply state I want Windows 10 or a refund. The representative reiterates that Windows 8.1 is the only option for the recovery media for my computer. I reiterate that my computer had Windows 10 on it when I bought it, so I want Windows 10 or a refund. After yet another round of back and forth I got a refund.
It is frustrating. I know my computer is out of warranty, so I don’t have a problem paying for the repairs as well as the recovery software. That is not what my complaint is. That Windows 10 isn’t available as a recovery option for a computer that had Windows 10 initially is ludicrous.