I so called that
explode7, always collect ALL info about a problem in the Tech Support forums before proceeding with software and hardware help.
1. Laser - First, the computer recognizes there's something there
2. Spinner - Is the info being collected?
3. History - Have you been able to run other CDs on it before?
4. Burning History - Have you ever burned before?
5. Background Check - The name/model number
6. Logos - What are the logos displayed on the tray.
Once you've gone through those quick and easy hardware checks, then move on to software repair cause now you wasted both of you times and made him install stuff he didn't need.