I own a computer service store,
One of my customers brought me his Lenovo Desktop for repair (less than 14 month old),
His Lenovo Desktop was in need for system recovery to Factory settings, I checked his computer to find out it it contain a "Recovery Partition" which was exist but there was no "Factory Image" on it as other manufactures do,
I asked him if he has the recovery disks, He informed me that he did not receive any disks with the computer when he purchased it.
Because my customer does not know about computer, so I called Lenovo customer support in behalf of my customer,
After I successed to get them on the phone, gave them the needed information about the computer and my self and my customer, they told me that recovery disks will cost $59,
I argued with them that the customer has the right to get a full copy of all software installed in his computer in a hard media (CDs / DVDs) and a full recovery on the recovery partition, she told me that it is the customer responsibilty to creat the an image once he bought his new computer, otherwise I've to pay for the recovery media because the computer is too old (less than 14 month old)!!!
I told her that that I understand I pay for shipping, not for a copy of the factory recovery because you did not includ that with the new computer,
In most similar cases with other manufactures, some will send it for free, some will charge for shipping and handling, but with lenovo it is the very bad experince to charge for what they must provide with their new sold equipment
I told the customer support represntative the this way is just new to me after IBM owned by China!!!