HOUSTON, TEXAS -- I completely agree!! I just hung up with the Customer Relations Department and am so angry, I told her I was going to boycott Toshiba for their inability to take care of their customers and she didn't even care! I bought a Toshiba Satellite April of 2008. Within 2 weeks, the keyboard was trashed. The letters were literally falling off! I am a business owner and do not abuse what I work hard for. By July, it would not even turn on. I called customer service and explained the problem. That took an hour because the customer service is outsourced to India. I have nothing against any country or race. However, I believe that when there is a customer service issue and they are dealing with the US, they should speak and understand English VERY WELL. Well my agent did not understand me. He would read something, respond by asking me a question, I would explain again, IT WON'T TURN ON! and he would read and ask a question that had nothing to do with what I said! This went on for an hour. I finally hung up, called back and got the same problem. Being extremely irritated, I asked to speak with someone in the U. S.. Make note that I was also transferred many times to wrong departments only to explain my simple but major issue over and over. I was finally connected to the U.S. and within 10 minutes an a Fed Ex number to ship it back for repair. Simple right? NO! I waited 3 weeks to get it back and it still did not work.
They obviously did not even attempt to fix it and didn't even turn it on! I had to go through he process again. Waited another 3 weeks. This time, they replaced the AC Adapter, Keyboard and System Board. The System Board alone would have cost $450. I'm thinking everything is fine. NO again! I tried to turn it on this morning and same problem. It will not turn on. I call, go through India not understanding again. When I finally get the US on the line, they tell me that my warranty has expired, which I knew, and that I would have to pay to fix it since it has been almost a year. I understand the warranty has expired and didn't expect them to do anything under that. However, when you replace an engine in your car and drive it off the lot, you have a warranty on your parts and labor for a time period. If if goes out in a few months, they are going to take care of you. NOT TOSHIBA! She said she didn't know if they even used new parts and wouldn't tell me. She said I had 30 days to send it back. I am so angry. I will never buy another Toshiba.
I have 4 Acer computers in my office and one of them is 5 years old. I have NEVER had one issue in 5 years with any of them. Do not buy and make sure you tell your friends and family not to invest in this horrible company. They will not stand behind their product and they couldn't care less if you are unhappy about it!
IRVINE, CALIFORNIA -- The only thing I need is the address to send my replacement part to. I'm only under warranty for a few more weeks and my AC Adapter went bad. I do not have a credit card to go through the process of letting them hold $145 on a card to send me a part, so that I could send them the old one back. ONE of the case managers that actually helped somewhat said I could send my part first, then they will send the new part when they receive it, BUT NOBODY KNOWS THE ADDRESS TO SEND IT TO.
I talked to 3-4 case managers, customer service 4 times, technical support, who in turn, sent me back to customer service. The last call was at 8:24 am today, where the customer service representative had me on hold forever waiting for a case manager, then redirected me to the automated system, then the system hung up on me. All I need is the address that would be on the returned parts envelope that they would send. Nobody in the whole company seems to know this address. And they just cost me $89 for a new adapter and numerous daytime minutes spent. This is the worst customer service I've ever had.
My son was required by his college to have an "on site" warranty service for his laptop so we paid an extra $180 for that last year. His screen went blank last Sunday and we called their customer service number.
It is now a week later and after at least 15 calls to the service representatives, who are in Manila, I think, we have been told each of the following things when we have called: the part will be shopped Tuesday, the laptop is already fixed, the part was not shipped Tuesday but will go out Wednesday, the repair is not covered, the level 2 technician will call you Thursday or Friday, the technician has been contacted by email and will be calling you, we cannot contact the technician, you will have to call on a Monday to make a complaint.
In addition, we have been transferred at least 4 times where we are put on hold for up to 10 minutes and then the phone goes dead. This is perhaps the worst customer service I have ever experienced. NEVER buy a warranty from Toshiba.