Your IT department is not at fault. They only have so many resources to allocate to problems. On "supported" systems, they (should) know exactly what software and hardware was used, what software should be on the machine and what shouldn't, and exactly how it should be configured. On a machine such as yours, they may know the hardware, generally what software there is, but they have to figure out *YOUR* configuration and how it relates to the problem and how to solve it. All this takes time...
Now, what kind of problems would they want to fix first? The easy ones or the hard ones? If they're evaluated on the number of problems fixed and how satisfied it was fixed... they understand they can't please everyone. They'll try to fix the maximum number of problems they can in the shortest period of time. That means your problem comes when they have no more easier problems to do.
1. They're trying to keep their jobs/get raises for their performance 2. That doesn't include helping you who doesn't use a "supported system"
At a company I've worked at (in IT no less), the developers had their own IT team. Our main IT handled outside network, power, HVAC, hardware, security... and their own IT team handled their internal network and software, simply because they were the only group that needed custom configurations, and we didn't have the resources to train our staff on their setups and couldn't meet all their demands. Is this the best solution? I would say yes... our "main IT" fit the needs of 95% of the company, the 5% that it didn't meet created their own group.
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Your IT department is not at fault. They only have so many resources to allocate to problems. On "supported" systems, they (should) know exactly what software and hardware was used, what software should be on the machine and what shouldn't, and exactly how it should be configured. On a machine such as yours, they may know the hardware, generally what software there is, but they have to figure out *YOUR* configuration and how it relates to the problem and how to solve it. All this takes time...
Now, what kind of problems would they want to fix first? The easy ones or the hard ones? If they're evaluated on the number of problems fixed and how satisfied it was fixed... they understand they can't please everyone. They'll try to fix the maximum number of problems they can in the shortest period of time. That means your problem comes when they have no more easier problems to do.
1. They're trying to keep their jobs/get raises for their performance
2. That doesn't include helping you who doesn't use a "supported system"
At a company I've worked at (in IT no less), the developers had their own IT team. Our main IT handled outside network, power, HVAC, hardware, security... and their own IT team handled their internal network and software, simply because they were the only group that needed custom configurations, and we didn't have the resources to train our staff on their setups and couldn't meet all their demands. Is this the best solution? I would say yes... our "main IT" fit the needs of 95% of the company, the 5% that it didn't meet created their own group.