Toshiba and Best Buy Complaint - Best Buy is selling Toshiba Laptops w/an Expired Toshiba Warranty
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; 1)By running a test provided by Microsoft which scans your computer to see if it could be upgraded to a 64bit OS (keeping in mind that it already is a 64bit 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 64bit OS. 2) I also informed him of the fact that most of the Drivers installed on the laptop were 32bit Drivers most of which were also available in 64bit. 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 Dept. 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 Mfg 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 Mfg'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 32bit OS which does not function properly on a 64bit 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 Mfg'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 any more. 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 MFG 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 Execs can get away with Fraud and Larceny that hurt millions of people, then why cant these guys get away with screwing a few hundred thousand?