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.
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.
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.
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, Lenovo, 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!
My power cord on my laptop went bad, it was still under warranty and they sent me another one but because I missed the so called deadline to send the defective one back by 7 days they charged me 157 bucks. I called customer service and they would not work with me at all. I hope it was worth it for Toshiba because it will cost them a lot more than the 157 dollars in lost sales in the long run. Why they wouldn't just do the right thing and make the customer happy and keep them coming back I have no idea. Poor management. I will never buy another Toshiba product again!
I purchased a Toshiba laptop from Best Buy. It had the i5 processor, Blu-ray, WiMax, and all the bells and whistles. First of all I also had to purchase $60.00 worth of antivirus software. When I got it home, after reading 3 instruction manuals, I tried to add my printer but the computer kept freezing up when I tried to load the disk. I also kept getting an error screen. I then tried to connect to Wi-Fi, what a nightmare! I had to call Toshiba 5 times and re-boot my computer 2 times the day after I purchased it.
I was so mad, I took the laptop back to Best Buy and traded it in for an iPad. The iPad came in a small box with a couple of papers explaining the electronics. I plugged it in and it worked perfect! No antivirus protection to buy, no disc to upload, and hooks up to the printer with Bluetooth. No more PC for me. I'm staying with Apple and Mac from now on!
I purchased a Toshiba Satellite laptop from Best Buy on August 29, 2010. Three weeks later, it was booting up to a blank gray screen. I called Toshiba's Tech Support, which quickly diagnosed an irreparable hard drive that would have to be completely replaced. Best Buy only gives you 14 days for returns, so I am now at the mercy of Toshiba.
I understand that hard drives fail, but given that mine died after just three weeks of light use, I consider my situation extraordinary and therefore worthy of an extraordinary response. Toshiba does not agree. I am subject to the standard process of waiting five days for a shipping box, shipment of the computer, a seven-day repair window, then standard UPS shipping back to me. In essence, it will take as long to repair my brand new computer as I have owned it.
I called Best Buy in the hope of a workaround and was offered replacement with a blank hard drive, meaning I would need to purchase Windows to make the computer usable again. I called Toshiba to request the restore discs, thinking this would sound like a great solution to them. Toshiba will only SELL me the Windows restore discs, again treating me like someone who got two years out of the laptop prior to the hard drive failure. I have never been so disappointed in a customer service experience in my life.
My laptop kept shutting down within the first year so took to a service center and they said the BIOS needed to be updated. I've had five Dell laptops and a Fujitsu and have never had problems with their BIOS. It started to have the same problem again within the following year so I called customer service. They said it was out of warranty and sounded like it was a common problem so told me I needed to update my BIOS again.
They gave instructions on how I could do the update online, but while I was in the middle of the process, it shut down again and now does not boot up at all. I spoke to a case manager named ** and he was not helpful, only recited their disclaimer and that I should have bought an extended warranty. Showed no empathy at all. I'll never buy a Toshiba laptop again as they are unreliable.