Complain about a product or service

Toshiba Computers

Tonya of China Spring, TX October 17, 2008

Toshiba says because they gave me authorization to return the computer on 07/2008 and I called back on 08/2008 the authorization for repair is not valid, they are stating that authorization for repair is only valid for 5 days. I am writing about the Toshiba Corporation and hoping to have something done about a problem with my computer (part# psad6u00s00d) (serial # 17244667k) that I purchased from less than 18 months ago. To be honest, when I was looking to purchase this computer, I looked at price and the most for my dollar. I have discovered that the value of a product should not be the main determining factor in the decision of buying a product. I have found in this situation paying the addition 100-200.00 may have saved the unexpected hassles that I have acquired from the purchase of my Toshiba computer.

I am hoping that Toshiba Corporation will somehow find compassion for a consumer that would like to receive the monetary value of a product that she purchased back in 03/25/2007. I know that the Toshiba Corporation receives tons of complaints a year after goggling company's reputation.

My story begins with the purchase of a Toshiba Computer 03/25/2007 and about 6 months after owning the computer the computer would not fire on. I called Toshiba Corporation and after speaking to the service department at Toshiba they gave authorization to send the computer back for repairs under the warranty. At this point Toshiba Corporation was providing exceptional help and I returned my product to Toshiba with little thought of disappoint. Because I know things happen and the company was providing the service that was provided under the purchase. At this point, I was still a somewhat a happy consumer. When I received my computer back from Toshiba, I was excited and I thought what timing, it was right before school started and it came back in plenty of time before it was needed.

It was about July in the middle of summer session of school when I purchased a game to play on my computer, and when I installed the game, and this is when I started experiencing optical drive issues. This is when I initiated the first call into the Toshiba Corporation's service department. And at this time, this is when I discovered from the service department about the replacement of my motherboard on the first repair to the computer. When I spoke to someone in Toshiba's customer service department about the problems that I have been experiencing they told me that my computer was out of warranty at this time. I explained that I had just received the computer back about 3 months prior to the problem with the optical drive.

I was furious because the computer is less than 2 years old and I have had so many problems with my computer. After talking to support they said they are not able to do any repairs. So I decided to send the computer to a shop and be out a little money on the repairs, but not being happy about the situation. But to add salt to the wound, and 70.00 later I have discovered that the motherboard is faulty and is the problem with the computer now. I once again made an attempt to see if Toshiba Corporation would help make this situation right.

I heard back from the Toshiba Corporation today 10/15/2008 and the Toshiba Corporation is refusing to repair my computer per conversation with Jennifer. The company representative is stating that because they gave me approval to send the unit back on July 22, 2008 and I waited until August 28, 2008 to call Toshiba back to confirm the Depot address and the return authorization number and at that time the company Tech Department said, "the return authorization was expired and they are not willing to honor the return authorization".

At that time, I decided that I would be out money to have the computer repaired at a national computer company. The tech had the unit from about the first week of August after I called Toshiba until a couple of days ago, and they stated to me that the computer's issue is not a software problem that it was a problem with the motherboard. And, this is when I began to make a 6th attempt to contact the company to have this issue resolved.

Today 10/15/2008 after filing a complaint, Jennifer a Toshiba Corporation Representative said during our conversation, about the Laptop in question, "If you would have called me sooner I might have been able to do something for you." I explained to Jennifer that if Toshiba was willing to give contact information to consumers to resolve conflicts, I would have contacted who was needed to be contacted. I explained to Jennifer in our conversation, about how I felt that Toshiba should repair a defective product. I also explained to Jennifer about the computer's component (motherboard) needing to be repaired and I explained that this was the same component in the computer that was placed during the Warranty Period.

Jennifer, at the Toshiba Corporation is stating that they only stand by their product for 1 year from the date of manufacturing and any warranty service work on a component in the computer is only good for 30 days from that date. My question is, why? And, don't the American people deserve more in regards to workmanship and quality! I hope the Better Business Bureau will help me in having this issue resolved.

I have called Toshiba several times to contact management and even higher executives to inform them of the service that their company is providing. I am absolutely astonished that business is being conducted in the manner that Toshiba Corporation has conducted business in resolving this manner. I wanted to inform the BBB about how I was treated. Also, the Toshiba Corporation has several blogs that have the same kinds of complaints that I am bringing to [their] attention.

The stress that this has caused is unbelievable. The company should replace my laptop for being defective, or refund the money that I've paid for the laptop so I can purchase another laptop. I paid a company 200.00 with the intent to have the computer repaired, but the service provider told me that it is a hardware issue and not software and they refunded the money spent and charged me 60.00 for the labor to look at the unit. Toshiba should replace or refund the money paid for the computer.

Nazli of Durham, NC October 11, 2008

Nazli of Durham NC (10/11/08)
On september 2 2008 I made the mistake of purchasing a Toshiba Satellite M300 which was their newer line of satellites. I bought it with a rebate included for the total price of 1200. Because it was a customized model, I had to wait 2-3 weeks for it to arrive. The device crashed 4 days after usage. For the first time in my life of using computers I saw what I was to learn the most dreaded error message 'Operating System not found'. Toshiba itself told me this meant a faulty hard drive and that I should return the product and I'd get a replacement with the same qualifications. However, it would take them again 2-3 weeks to customize the model for me.

I returned the product and called to confirm they had gotten it couple of days later. The customer rep claimed he knew nothing of what was going on and when he finally was able to locate my records, he reassured me that the customization process had begun. I called again the following day and was told to call them back 2-3 weeks later. I called a week later and was told again that the customization process was continuing.

After waiting 10 more days thereafter and not hearing from Toshiba I called again. The customer rep was again at a loss as to what was going on. Finally she pulled up the records and told me that no, there was no such customization and instead I'd be refunded soon. The excuse Toshiba gave me was that the whole M300 satellite series had been discontinued. Now I had called earlier to ask precisely this and I'd gotten reassurances from 3 different customer reps that I would get a replacement with exactly the same qualifications. I had been deliberately misled in the meantime as well . Now it' mid October -after 6 weeks of ordering the device-I'm still without a new laptop and my bank is yet to be recredited. Shame on you Toshiba.

Jennifer of Lake View Terrace, CA October 9, 2008

Jennifer of Lake View Terrace CA (10/09/08)
I bought my laptop 9/2007. It first stopped working 4/2008. It would not start and the battery light on the front of the unit would blink when I plugged in the AC adaptor. I opened it up to look at the battery and noticed a blue and white cakey substance on the battery that had corroded the metal tabs of the motherboard. I took it to an Authorized Service Provider and expressed this concern with my battery and they just had my motherboard replaced.

After pickup I continued to have problems, including strange error messages upon startup. My webcam, SD card reader and eventually my screen stopped working. As the problems escalated, I called Toshiba Support and re-installed the most updated BIOS version as advised by the support technicians, but it didn't work.

I finally sent my laptop in to the Toshiba Depot again 7/2008 at the same time I sent a letter in to Toshiba's corporate office. My motherboard was replaced again. I expressed concern to Jennifer from the Better Business Bureau in 7/2008 that Toshiba was stalling until my warranty was up in 9/2008. My computer stopped working 9/30/2008. I cannot now start my computer and the lights do not come on when I plug in the AC adaptor. I have called Toshiba Customer Relations and am being told to send my laptop in again for another one-time fix and that they will not be responsible for it after 30 days, even if they replace the motherboard again.

I have lost time and valuable information on my laptop each of the three times my laptop has been fixed by Toshiba.

Latisha of Pensacola, FL October 9, 2008

Latisha of Pensacola FL (10/09/08)
I bought a Toshiba Satellite Computer from Circuit City on 02/08. I had my computer for 6 months, and then the computer just stopped turning on. I took my computer to Circuit City, and they mailed it off to the repair depot for me since it was under warranty still. Three weeks later, I got my computer back.The motherboard was replaced and my computer worked fine for 1 week.

I once again took my computer to circuit city for the same problem. My computer was then sent off to the repair depot. This time my computer came back two weeks later, with yet again, a new motherboard and a new processor. I picked up my computer and used it twice before I had the same problem. Once again, off to the repair depot, for third time. Two weeks later, I got my computer back with a new motherboard. By this time, I am beyond frustrated at this whole process.

But the Technician at Circuit City said that after the third time Toshiba usually replaces the computer. I am at the counter talking to the tech and I just happen to turn my computer on and I notice two cracks, one on each side of the keyboard keys. I mention this to the tech, and he says that he will send it off to the repair depot to replace that part.

So now my computer has been sent off to the repair depot for 4 times, three for the same problem, and once for a problem that the tech's caused. I know that once I get my computer back it will eventually not work. The only good thing is that it is still under warranty. I will not ever purchase another Toshiba product ever again, and I will tell everyone I know not to. I also hope that Toshiba gives me a gift card for the price that I paid for the computer instead of replacing my computer with another Toshiba.

Emmer of Silang, OTHER September 26, 2008

Emmer of Silang OTHER (09/26/08)
I bought a Toshiba Satellite Pro 6100 back in October 2003. So in almost five years this machine has given me wonderful service with no complains of any kind. When it got three years I had to replace the HDD and then, in a couple of hours it was back on business. A friend of mine has a Toshiba 1805 with more than six years of continual service. Now I got a brand new Toshiba Satellite P305-S8832 and I am really happy with this big machine.

Mark of Greenville, OH September 25, 2008

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