The IBM support reps I have talked to seemed like nice people.  However, IBM support sucks.  PERIOD.  I will now explain why.

Issue #1 Finding a driver

One would think this would be a simple problem to solve.  IBM requests machine type, you would assume they would know what hardware was installed on said machine type.

Well, you'd be wrong.  They don't know, and even worse then that, their search functions might as well be designed by monkeys throwing darts.

Example:  Search for machine type 2373, and flag Driver as the category you want to download.  What comes up? Drivers.  "Where is the problem fufu?" you ask?  Well, not all the drivers show up.  Want to install the NIC driver? Too bad, because acording to IBM its not a "Driver".  again, I have to ask...WTF?

Issue #2 Restore Disks

Hmm, a disk, that you can boot off that would return the laptop to factory settings.  Yes, this sounds like a good idea.  BUT NO! not to IBM.  They send you laptops with out these most needed disks.  Then, when a dumb ass user removes the setup partition because he had to HAVE Linux, your screwed.

Call for a replacement? $35 bucks please.  Unless you call with in the first 30 days, no disk for you, unless you pay 35 bucks for a 10 cent cd.  again...WTF?

Issue #3  The website

A company that sells millions of machines a year would hopefully have a decent support website to minimize calls.  Again, not IBM.  Go to dell, put in your machine, and poof you got what you need.  Go to IBM, put in your machine type, and poof, you still got nothing.

Their website looks, feels, and acts like it was designed by a ferret.  Lets make this categor...oooh shinnny!  What was i doing? screw it! on to the next thing.

So, in conculsion. 

FUCK IBM SUPPORT!