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Posted by Toshiba_Sucks on February 3, 2005, 9:49 pm
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I don't like to read long posts, so I'm going to give a few examples of
my experience with Toshiba's Customer Service, and hopefully give you
an idea of what to expect if you're thinking of buying a toshiba
laptop.
I purchased my laptop for $2,700, buying probably one of the "best"
machines out there at the time ( 5205-s705 ). In about a year and three
months, it's been in and out of the repair center 5 times, each time
because of a problem with (atleast) the cd/dvd drive. For those
interested, it's a matsushita uj-810. Recently, I sent it again and
tried to find out exactly what was happening and why toshiba weren't
fixing the problem. Here is what I found out.
a) Toshiba doesn't know what the problem with the cd/dvd drive is, and
why it keeps failing. In fact, they don't care. All they know is that
the drive is bad, and it needs replacement.
b) It doesn't bother them what the problem is, even if the laptop comes
in 10, 20 or 30 times (the precise words of customer service). All they
know is how to replace the drive.
c) According to Customer service, the laptop won't be replaced, because
that is not Toshiba policy. In fact, this is the first thing they will
tell you when you speak to customer service. Interestingly, the
standard one year warranty states otherwise.
d) If you call them and ask what they plan to do to fix the problem,
they'll promise to look into it in detail and discuss it with you when
the laptop is in for repairs. But when the laptop is actually in for
repairs, you will never hear from them or be able to talk to anyone
about what is actually happening, because...
e) You, as a customer, are not allowed to speak to technicians. In
fact, Customer Service cannot guarantee that they will be able to speak
to them either.
f) If you call up Toshiba support and speak to a Customer Service Rep,
and are not happy with their response, just too bad. Their supervisors
are in the corporate office, and customer support are not authorized to
give you their phone number (this is what they tell you).
Interestingly, it is available freely on www.toshiba.com.
g) Slightly less surprising, nobody at toshiba will ever call you back
if you leave your number. I left a message with 5 different people over
the course of a week, not one called back.
h) Lastly, but most importantly, everyone at Customer Service are
arrogant. If you try to reason with them, they'll give you illogical
statements (look below). So, frankly, there is really nothing you can
do. This is the most important, because at the end of the day, even if
you do put forward a very good case for replacement, they just throw it
out. And because there is no accountability, there is nothing you can
do about it.
I just got my laptop back from repair today, and found a brand new
problem with the laptop. This is after their "thorough" testing at the
repair center. Now they want me to send the unit back for repairs
again.
I'm not sure how support services are at other places, but in itself,
they represent the worst experience I've **ever** had.
Now, a nice funny story of what you get when you reason with toshiba. I
called up toshiba around 7:30 PM to talk to cusotmer support, but tech
support informed me that they close at 8 PM. When I told the lady that
it was a bit early to close, she asked me which time zone I was in. I
replied EST. "Well, those guys are on the west coast sir".
My true opinion about toshiba is that even though I think they design
very nice laptops, it really hurts to see one treated like this after
having spent so much money. So be careful if you you're thinking of
buying a toshiba.
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Posted by Joseph Fenn on February 3, 2005, 8:18 pm
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Have you tried writing to the Attourney General of the State where
the support team resides? Call your local BBB office and they
have a list of the Attourney Generals of every State. Get the one
for the State where Toshiba service takes place. Write them a letter
similar to "complaint" on this group and you might see a little
miracle happen. I've used this process for everything from
undelivered magazines I paid for to Undelivered computer systems,
and non response from the concerned parties. It works believe me!
They hate to receive a notice from an Attourney General giving them
a time limit to responde or else.
Kokomo Joe
****************************************************
* Ham KH6JF AARS/MARS ABM6JF QCWA WW2 VET WD RADIO *
* Army MARS State Coordinator for Hawaii *
****************************************************
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Posted by Kevin on February 4, 2005, 6:15 am
Please log in for more thread options Dealer probably can't help. Eopinions comes to mind. May not fix it, but
other will see and maybe heed your warnings.
>I don't like to read long posts, so I'm going to give a few examples of
> my experience with Toshiba's Customer Service, and hopefully give you
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Posted by EketWoody on February 5, 2005, 5:26 am
Please log in for more thread options Similar experience with Toshiba. I posted my missive on this group some
time ago and have had a few responses ... albeit not from Toshiba. The
latest was a magazine in Japan that wanted to do a phone interview for
my opinion on Toshiba products... can't imagine I'd say anything good
about them!!!
Synopsis:
I bought a Qosmio in November 2004 (~ $2700.00) from Best Buy in Texas.
Got the thing home and discovered a small red ring on the screen, which
is bad pixels. Took it back and Best Buy immediately replaced it. With
the new screen technology on this machine, I purchased the Best Buy
warranty - which is something I NEVER do when buying a machine. The
new machine was working wonderfully for about a week. Then I went on a
trip to the remote jungles of Nigeria, where I work for a month or
longer at a time. Some time between when I left and a few days after
arrival, the keyboard went bad. Called Toshiba and about all they could
do was open a case for me and tell me my nearest service center is
Jo'berg SA or Capetown. So I went out and eventually found a USB
keyboard that got me functional. Then the cd/dvd drive (same matsushita
uj-810) started giving me fits, making several expensive drink coasters
from DVD blanks. Again, Toshiba opened a case for me and told me to
take it in to the 'nearest' service center (almost 6,000 miles away).
Well I eventually got back to the USA. Took the machine to Best Buy.
Voile' they just replaced the machine right there... Best Buy is
DEFINITELY the way to go when buying laptops. So after loading
everything back on.... guess what??? More trouble with the cd/dvd !!!
Now I have a set of 12 drink coasters :-) About the only blanks
this drive will write is DVD+RW. Wonder what the heck is going on
with Toshiba switching to the UJ-810. My old Toshiba S420 had a
Panasonic DVD writer and I NEVER had a problem with it...
So I'm basically with you on Toshiba. Great designed laptop, poor
service and maybe poor choice of components and/or quality control.
Chuck
Remote outpost in a steamy jungle...
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Posted by Toshiba_Sucks on February 7, 2005, 9:05 pm
Please log in for more thread options Less than a week after repairs, my cd/dvd drive is showing exactly the
same symptons of failure. For the 6th time. I'm so sick of this.
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