Toshiba Amer Info Systems Inc Complaint - No Refund No Replacement Policy
PATAGONIA, ARIZONA -- I purchased a Toshiba laptop computer directly from Toshiba's web site. Within two weeks the display failed and I had to have it repaired. It was more than three weeks before I got it back and it worked for another two weeks and then failed again. This time they replaced the mother board and the hard drive. Toshiba failed to set up the return paperwork properly and I had to spend an extra week attempting to get everything straightened out. I asked for either a replacement laptop or a refund and was informed that it was not Toshibas policy to do either. I asked to be an exception since I had basically no use of the laptop and the months were clicking away.
If anybody is interested in purchasing a Toshiba laptop then I recommend purchasing it from a local store so that if it doesn't work you can take it back and get another one. Something that Toshiba is not willing to do.
I have been a Toshiba customer more a long time. I have one of their large screen TV's, a digital camera, my wifes laptop is a Toshiba. I have a policy also; not to buy anything that is built by Toshiba.
Update on 12/22/2006 I forgot to mention that I also made a Better Business Bureau complaint in March 2005. Toshiba responded back to the BBB on October 2006 (just short of two years) and said that they didn't have any address or telephone information to get in touch with me. That's interesting because I bought the laptop directly from Toshiba, registered the warranty with them, had two repairs done by them and entered all the information on the BBB complaint form. Anyway, Toshiba finally broke down and did the third repair (another defective display) at no cost to me. The repair shop installed two new fans in an attempt to repair the re-ocurring heat problem that causes the computer to lock up. I recommend purchasing HP laptops, both for the quality and the service.
Update on 1/14/2007 Well, here we are a few weeks later and my new display that was just installed has failed again. This is the third bad display not to say the other repairs that have been done on this laptop. When I made the formal complaint to Better Business Bureau my laptop was less than five months old, well within the warranty but Toshiba waited almost two years to respond to BBB and attempted to fix it with no warranty on the part or labor. Can you see what's happening here; delay the repair until after the warranty expires and hope that the customer goes away. If customer makes a formal complaint then offer (after a year and half) to fix it under an extended warranty. What a scam.