IRVINE, CALIFORNIA -- I purchased a Toshiba Satellite Notebook in 2006. I also added on an additional three-year warranty. From 2006 through 2009 I sent the Notebook for repair once each year. This repair situation was quite upsetting. Now let me get to the point of this report: during the six years of ownership of this Toshiba Notebook, I used it for a total of less than 200 hours. During this period, the notebook was handled, maintained and cared for with the utmost care and diligence.
A few months ago it stopped working. Nothing I would do would turn it on. I called Toshiba and was informed that the repair would be a flat fee of about $300.00 dollars. I declined their offer for the obvious reasons. I took the notebook to a local, well-established computer repair service. They checked it thoroughly and reported that it was a defective unit and needed a new motherboard installed. The chief technician said “This notebook looks brand new, just as if I just unpacked it.” I told him the history of the notebook and my experiences with it. The technician added “Well it looks like you got a lemon.”
Lastly I called Toshiba and spoke with a Customer Relations Case Manager. I told her about the problems and what the independent technician had told me. I also asked if Toshiba could either repair the Notebook at a discounted rate or provide a suitable discount on a new Toshiba Notebook. The rep's answer was NO!
So that is the report. I have a very lightly used and cared for Toshiba Notebook in my possession that is DEAD! If it was working, I could probably sell it on Amazon as a “like new” notebook in “mint” condition. So beware of your purchases from Toshiba and do not count on any customer relations or care.
DENTON, TEXAS -- Within 2 days after the (late 2011) purchase I registered my new laptop with Toshiba. Almost immediately I started having some technical issues with inconsistency of processing speed, screen lock, flickering and frequent shutdowns. Contacted Toshiba who were very difficult to deal with. First they claimed they had no record of my having registered the laptop with them. After providing them with details about the confirmation email I received from Toshiba after having done so just a day or two after purchasing it, they still required me to register it with them again, so we did so right then.
The Toshiba Representative then asked me about the issues I was having with the laptop. So I described the symptoms and told him that after doing some research I discovered a couple of issues with how the laptop was configured by Toshiba which are likely the root cause of these symptoms, and which with time could cause more serious problems with my laptop.
By running a test provided by Microsoft which scans your computer to see if it could be upgraded to a 64-bit OS (keeping in mind that it already is a 64-bit OS) in which the results indicated that the system did not qualify due to insufficient RAM which did not meet the minimum amount required to run a 64-bit OS.
I also informed him of the fact that most of the drivers installed on the laptop were 32-bit drivers most of which were also available in 64-bit. Then after putting me on hold for a long time, he came back to inform me that the serial number I provided was for a laptop that had an expired manufacturer's warranty, and he went on to say it had expired more than one year ago. I explained that the laptop was purchased new just days ago and that it came in a factory sealed box. He then referred me to Toshiba's Warranty Department to see if I could resolve the issue.
He both gave me a phone number and forwarded me to them at that time. After holding about 25 minutes a recorded message then told me, "We apologize, but we will not be able to take your call today due to excessive call volume." "Please call again on another day."
The next day I found out the phone number I was provided was not a working number (but I could have written it down wrong). So after getting back in touch with Tech Support, I requested that in addition to transferring me to the Warranty Department again, to please send me an email stating that Best Buy sold me a laptop with an expired Toshiba warranty and that you are referring me to your Warranty Dept. so that I might resolve the issue, and, to please include the phone number to their Warranty Dept. in that same email, which he did send.
Again, the attempt to transfer me failed as I experienced a repeat of what happened when transferred the first time. That same afternoon I began using the number I was provided in the email I requested, and after calling the number for about a week, I was finally able to reach the department. After discussing the issue with a Toshiba rep in their so called Warranty Dept., I was told they could not do anything about the expired warranty, however, due to my unique situation they would be willing to allow me to purchase an extended warranty provided I could show my purchase receipt.
At that point I requested that she send me an email stating that "my warranty was expired for more than a year, and that the only thing they could do was to sell me an extended warranty". She stated that she would not do this and that because my manufacturer's warranty had expired so long ago they are not obligated to offer me the extended warranty, and that I should be thankful for being offered the chance to obtain this. I asked if the laptop had been registered by someone else over a year ago. I also asked if there was a record of who activated the warranty over a year ago. I got no answer to either question.
In complete disbelief, I just wanted off the phone at that point. Now I intend to take the issue up with Best Buy. Can't wait to hear why they are selling this Toshiba Satellite C655-S5049 without a manufacturer's warranty. Not to mention, they are also selling it as a package which includes a Kaspersky anti-virus software program that is for a 32-bit OS which does not function properly on a 64-bit OS. (It even states this right on the inside of the Kaspersky box!)
I am shocked and dismayed at both Toshiba and Best Buy and I highly regret having done business with either of them. After reading all these horror stories about Toshiba, how could a trusted organization such as Best Buy (who no doubt knows about these Toshiba issues) even consider selling this Toshiba crap to their unsuspecting loyal customers, moreover without a manufacturer's warranty? This must be why they have this particular laptop on clearance. So is Best Buy the trusted organization we thought they were? Obviously not anymore.
Does Toshiba really care about their customers as they claim? Obviously not. They are obviously trying to keep their stock value from cratering due to poor quality control of the manufacturing process by using these unethical practices at the expense of both their loyal and new customers, at the cost of ruining their own reputation and any good will they might otherwise develop or maintain with their customer base. A failed effort and a failing organization in either case. Hope the CEO does not commit suicide out of shame like they sometimes do over there.
I speculate that Best Buy either got taken in by Toshiba with a huge load of bad product, or they are in cahoots with Toshiba and bought the defective product at a very low price. If so, they too are trying to cut their loses (or to make their huge gains) at the expense of their loyal and new unsuspecting customers as well. In my opinion, the very act of selling me that Toshiba laptop was damn near if not actually a criminal act on both of these organization's part. But hey, if Fannie Mae and Freddie Mac along with Wall Street executives can get away with fraud and larceny that hurt millions of people, then why cannot these guys get away with screwing a few hundred thousand?
CHICAGO, ILLINOIS -- In March 2012 I purchased a Toshiba Thrive tablet with what I thought was a 1-year warranty. Everything worked perfectly and has worked perfectly until now, January 2013. My tablet charger never leaved my bedroom. It stays plugged into the wall by my bookshelf and I plug in my tablet to charge when needed, which is anywhere from everyday to once every few days, depending on how often I use it. Last week when unplugging my tablet, the pin that plugs into the tablet from the AC adapter broke off.
I thought I could just order a new adapter online and get it in a few days, rather than wait the month or more for a replacement from Toshiba. Cut to less than a week later, I get the part I ordered and... it's not the part I ordered. Seller is trouble. I'm working on getting a refund, but that's a different complaint. I realized the safest way to get the appropriate adapter, since after wading through the internet for hours still yielded me a scam, I'd just suck up the wait and get the replacement from Toshiba since I thought I still had time on my warranty.
First person I spoke with, who wouldn't answer any of my questions and was incapable of speaking clearly (I had to ask him to repeat himself several times, since he couldn't form coherent sentences), eventually told me that my specific problem wasn't covered by my warranty and that I'd have to buy a new adapter. I'm upset, obviously, but I need an adapter. He puts me through to "sales" which is apparently just the toshibadirect.com call line. Not actually freaking Toshiba.
I get another person who can barely speak coherently who tells me that the website has no appropriate adapters for me. I ask to actually speak with Toshiba about this and order the part directly and not from an online store but am only told the same thing. She refuses to respond to or even acknowledge that request. I asked it several times and she just kept repeating herself. I had to ask to speak to a supervisor multiple times as well before actually getting to speak to a supervisor.
This is the first person I spoke with whom I thought was actually going to be helpful. He had ALL of my information - model number, name, address, etc. I repeat my problem again, since apparently none of that goes through in transfers. At this point I'm struggling to keep back the tears because I'm getting so incredibly frustrated at speaking to these brick wall robots. This guy addresses my problems, apologizes, and then directs me to acclaim.toshiba.com and explains the process I need to go through to get a replacement, and how it won't cost anything and will arrive in a few weeks, etc.
Everything seems to be going fine until I get to the end where the site says the part is unavailable for replacement. Now I get to speaking with an acclaim customer representative - my FOURTH representative at this point - who has me repeat everything. I gave her the reference number for the last guy I spoke to (only reference number I got by the way), so she has all the information. She then says that no, I don't have a warranty and I have to order the part.
Oh, but the part is unavailable. Completely unavailable from Toshiba. Nothing else. She then tells me I'll need to pick it up from a store... except that I had to order the tablet from the internet because no stores near me actually carry Toshiba Thrive ANYTHING. I'd already checked nearby stores before I ordered that scammy adapter!
She says "Well I'll have to get it online. Try searching for the right adapter online, it's just about impossible because of all the scams." I spent hours researching sellers and parts and I still got a scammy part. But she has no recommendations. Nothing. I can't get a replacement, I can't order the part. I'm in actual tears by this point, having gone through this ridiculously frustrating experience.
In short: I'm transferred multiple times because nobody will speak clearly or answer questions, I'm told one thing and then told the opposite thing, I'm told to buy a product from them that isn't even available, and then told, basically, that I'm SOL for a product that isn't even two years on the market or one year in my care. Just another reminder to never buy anything Toshiba ever again. I should've known better honestly, after all the horrible things I went through with a Toshiba Satellite laptop several years ago. No change in customer service.
IRVINE, CALIFORNIA -- I purchased a Toshiba Satellite L775D-S722 on September 2011. One week after purchase I noticed the clock would not keep time. I knew the problem was a bad multiplier chip on the motherboard. I called Toshiba technical support and explained the problem. The tech tried to convince me it was a software/firmware problem and could be remedied by doing a restore on the laptop. I told him exactly what the problem was caused by, the multiplier chip and finally convinced him it needed to be replaced.
When I got the laptop back the system had the wrong serial number for the laptop, telling me they never flashed the DCIM. This tells me they just swapped motherboards from another laptop. After about 40 days the original problem resurfaced. I called Toshiba for support and was told, "Yes, we'll fix it again but you'll have to pay to send it back." I had no choice so I paid. The laptop came back with the same problem. I called Toshiba again and was told they were going to send it to their VIP service techs, which turned out to be Sony. They replaced the motherboard again.
30 days after I got the laptop back, I got the message "This is not a genuine Windows product". I tried reactivating Windows with my product key but Microsoft said it was invalid. I called tech support again, they said if you do a recovery, it will cure the problem.
Thirty days later, same problem. I called Toshiba again and was told, "Send it back, no other option." I then spoke to "customer relations" at Toshiba. I was told "Too bad you've had the same problem 4 times but the only right you have under warranty is to have it repaired." I asked him what would happen if it still was inoperable, he said "You can send it back for repair." I asked him if Toshiba cared that they had a defective product, he said "That was just my perception."
To sum up, this is obviously a defective product, Toshiba has nothing resembling customer service and they just don't care. So I for one will never buy anything with the Toshiba name on it and their TV ads that say nothing goes out to retail until it's ready is a joke.
U.S.A, CALIFORNIA -- Shame on Toshiba! I bought a "TOSHIBA-SATELLITE #C655-SERIES". I am new to the computer, but, as you can see I'm pretty darn handy at the keys. I use the laptop once a week, "IF"! I haven't found the "I can't function without my computer" need yet! My husband thought I was like "WOW" at learning my smartphone. I didn't even bother to open up the booklet. He was like "Let's get a computer!" I was like yeah!! And, let's spend a $100.00 in repairs, every time we log on!!! So, yeah! We got one as you thought right. Now, let's keep in mind..... I believe, common sense goes a long ways.
So, for the most part I've learned my way around the keyboard. So, after having my computer on, about under a year. (Now, I'm the only one that uses it, it does not get moved, I keep it covered from dust, you get the picture.) And, about a 7 months into owning it, it started to stop typing! And, my page would suddenly go blank with no recover! So, I thought "Hell no!"
Got on smartphone and, pulled up "why laptop stop's typing?" Oh my. Comment after comment. People asking same question!! And no wait that's not the punchline. Over 1/2 the comments were..... close your eyes..... get ready for this..... they are "TOSHIBA-SATELLITE #C655 SERIES" owners!! Same exact issue! Brand, owning time, everything.
So, I called up the company! Oh yes you guessed right, that was and, is still a nightmare. I talked to **. And, for a fistful of money we can fix your issue, if you can fix my issue then your the cause of my issue. It's the computer. And, with that many people with the same issues then its Toshiba! I know someone at the BBB, let's put a little love back at them. So beware!!!!!!!
FRANKLIN, INDIANA -- My husband bought me a Toshiba laptop Sept. 24, 2010. It just kept shutting down for no reason. Called hhgregg, they said it was 2 days past my 2 weeks, I would have to call Toshiba. Called them, re-installed Windows per their instructions. Still not working correctly. Called them again, sent it to Toshiba repair depot, got it back, it still not working correctly, gets very hot. This time they had me send it to Nexicore. They still have it, say they can't find anything wrong per Toshiba specs. I told them I don't want it back until they find out what is wrong with it, or they send me another one.
It's been almost 2 months since purchasing this laptop, haven't been able to use it. The whole time I had it, (wow a few days) it has been either in repair or on the road being shipped. Nexicore/care not sure, said that there is nothing they can do. I called Toshiba, talked to a case manager. Said they will not replace it, or give me my money back. Said they don't do that. I asked to talk to her boss, she said she doesn't have one. I asked her if she owned the company, she said no. I said "well then you have a boss". Ask her for corporate phone number, said she didn't have it, wouldn't give me her last name or anything else.
I don't want this piece of junk back. It is a lemon, it should have not left the company. It could not have passed or been inspected. I am very upset, this was my birthday present, and haven't been able to use it. I called them within 30 days, and they refuse to give me my money back or replace it. What is wrong with these companies that they do not stand by their word that you hear while waiting on the phone that you are a valued customer?
Something needs to be done. I'm out a lot of money, no computer, and I will never purchase another anything Toshiba ever again! I'm sick and tired of these companies making sells and money, and we as the consumers are out the money. Come on. 2 weeks, now it's going on 60 days. I'm sure they will mess around until my warranty is up.
I originally purchased a Toshiba laptop from Best Buy in August. It came with the 64-bit Vista Home Premium operating system. Come to find out that some of the software I needed to run did not work on Vista 64-bit so I called Toshiba Customer Support requesting that they change my operating system from 64 to 32-bit. They were not able to accommodate this request and I was okay with that. The customer service person I spoke with was professional and courteous so I didn't push the issue and went to Best Buy and purchased the 32-bit version of Vista Home Premium. I had to purchase the full version rather than the upgrade since I was in effect, downgrading.
Well now it is Oct 22 (the release date for the much anticipated Windows 7 operating system). I was provided with a free Windows 7 upgrade with the purchase of my laptop. I called customer service again, requesting that they send me the 32-bit version rather than the 64-bit version and again they said they could not do that for me. I am frustrated and disappointed.
I've purchased many computers over the years (mostly from Dell). This is the first time I've purchased a Toshiba. I'm surprised at the lack of willingness that Toshiba has in helping me with what I would consider to be a fairly simple (and inexpensive) request. It seems to me that it would be in Toshiba's best interest to make this accommodation since this has the potential to either develop or ruin a new customer relationship.
Toshiba has so far put a bad taste in my mouth. I am what some of my friends consider a "go to" person when they have questions about their new computer purchases. I will never recommend Toshiba. Not because the hardware is of lesser quality, but because their (lack of good) customer service makes it worth spending a little extra and buying from Dell and knowing that if I have problems, I'll be taken care of. This is the kind of mistake you only make once. Shame on you this time Toshiba. Next time, it will be shame on me.
Do not depend on Toshiba to repair your products correctly or them to be concerned about how their inability to repair your product correctly impacts you the consumer. The day I received my laptop back from the Toshiba repair depot I found that they had not correctly repaired the unit. This was the Thursday before the Fourth of July weekend. I was told that I was being sent a box to return the unit to the repair depot. They were unconcerned about the fact that they had not repaired the unit in the first place.
I talked with a case manager at Toshiba who ensured me that she would send me a box for next day are return of the unit. I was to receive this box on Monday. I received this box on Tuesday. This box was for 2-day air to return the unit. I could has sent the unit by priority mail and had the unit in the hands of the depot the next day. That is I could have mailed it on Monday and it would have been in their hands on Tuesday using priority mail through the post office. Here it is Thursday and my computer will not be in the depot until Friday.
The only response I get out of Toshiba about their inability to repair it in the first place is "We are sorry. We will fix the unit and you will have it back in seven to ten days." No explanation as to why it was not repaired correctly in the first place, no sense of urgency. "We understand you are frustrated but that is alright. We will fix your computer. Just sit back and wait. Accept that we didn't fix it right to begin with. We will fix it again. Never mind the fact that you have been without your computer for a week while we repaired it the first time."
"Sit back and be happy that we will fix it. If it comes back to you repaired incorrectly there is a thirty day warranty on the repair. Just send it back in and we will fix it again. Be happy. After all we have your money and there is nothing you can do about it. Be happy. We have all the power. There is nothing you can do no one you can talk to. Accept it and be happy."
Attempting to get some sort of satisfaction I called the Toshiba Corporation Customer Relations Department where a ** called me back. Mr. ** said he was the VP of customer relations and that I should just sit back and be happy. "Accept that your computer was not repaired correctly and we are repairing it again. We are not interested in finding out why it was not repaired correctly. You are powerless as I am just going to tell you what you have been told before. We will fix your computer when we get ready. It's too bad that you are without it. Accept the fact that there is nothing you can do about it. Accept that you are powerless."
I will not purchase another Toshiba product and I will not advise anyone else to buy a Toshiba product. Not because the products are bad per se but because the company is totally unconcerned with your satisfaction with its product. They could care less about their failure to do repairs correctly or the impact that their failure has on you or your life. Your satisfaction with their service after the sale does not matter to them. They have your money and they are happy.
The Toshiba philosophy appears to be "We are happy we have your money so just sit back suck it up and be happy. After all there is nothing you can do about it and nothing we will do about it. So just accept and BE HAPPY." I would also note that you cannot find an email address to their corporate consumer relations department anywhere on their website.
So if you have any issues with your Toshiba product send it in for repair, then just sit back accept that they couldn't care less and SUCK IT UP, AND BE HAPPY. AFTER ALL FOR TOSHIBA IT IS MIND OVER MATTER. THEY DON'T MIND AND YOU AND I DON'T MATTER.
I purchased a Toshiba C55 laptop for my wife because she wanted a Toshiba instead of an Asus computer. The computer will not let me download software because the software (LibreOffice, OpenOffice, 7Zip, etc.) programs are "32 bit and not "64 bit compatible". I have two Asus 64 bit laptop computers and they run 32 bit software just fine without any compatibility issues. It will not even download the Firefox browser, which runs fine on Dell, HP, Lenova, Asus, etc.
I called their telephone support telephone line and was told that they do not correct laptop software issue unless I pay a fee. I used their support.Toshiba.com support site and the system keeps giving me advice on downloading drivers when I typed in apps, software, download errors, etc. The Toshiba support is not even mediocre: at best it is inadequate, incomplete and atrocious. Buy Toshiba and get screwed.
New 'Satellite' laptop 91 days old. Continued problems with 'mind of its own' touchpad. Finally called Toshiba customer service and representative was more interested in getting payment/credit card info than helping solve problem. Told me my 90 free help had 'just expired' and would need to pay for support even though the purchase came with a one year warranty including defects in quality and performance.
Rep said it seemed I had a software issue which wasn't covered, and could offer no further help without payment. Upon checking Toshiba customer service reviews AND component quality (after purchase), I've found too late. This is the new norm at Toshiba. Buyer beware!