[left-struck]

That’s crazy, surely it would have been cheaper to buy a new laptop at that point. I mean if you combine all the costs of those people trying to problem solve, plus the opportunity cost of you not being able to do your work…

[type0]

Your assumption is that such big companies operate in a logical manner, the employee is a ball-bearing in a huge machinery, why should they care. IT support is probably outsourced, so for them is likely good to bill more hours.