Complain about a product or service

Toshiba Computers

Juan of Longmont, CO September 29, 2009

I have bought the toshiba LapTop Satellite L 300 on June 15 2009. And Toshiba offered me free Toshiba ballestic Polyster Carrying case which first I have pay the amount of 69.99 I was told by toshiba seller that I would get back in rebate the 69.99 after i completed the deal in buying my toshiba Lap-top. So once I completed buying my Lap-Top I have send to Toshiba Rebate Center the following Items to get refund my 69.99 Toshiba Rebate code, the recipts from Lap-top and the carrying case, and rebate forms, I mailed prior to July 30 2009 to Toshiba Fulfillment Center PO Box 752513, Texas 88575-2513. And i have called to rebate center to follow up that I have mailed all requirement documents in order to get my money back of 69.99 so I spoke with customer service Rep. from rebate Center I was told that will take from 4 to 6 weeks to get my rebate money.

So far this is the end of September 2009 and I been sending faxing again and again my receipts because according them always is missing something. it seem that Toshiba rebate Center do not want to reinburse my money. And today September 29 2009 After I have faxed my receipt I called to rebate center to talked to with Supervisor and I was told that it will take 10 day to process my receipts, I asked her if she has recieved all documentes that I have faxed again, and she told me, she does not know if the fax went thru because when customers fax their receipt goes to diferent department, that was the reason takes 10 days to process. This answer for me is familiar en 10 days I will call them, again they will tell me that I have not send the receipt this is the real story about Toshibas Rebate Program.

Robert of Danvers, MA September 28, 2009

They accepted warenty repair on 2 month old Toshiba satelite laptop M305-S4910, that has a whiteline starting at the top on the monitor in a semi circle going towar the right side then back to the bottom. This was not visible when I bought the machine but slowly started appearing. They then call the next day stating that they still thought this was cause by a defict as there is no apparent physical damage to the PC by felt that if they repaired it and Toshiba decided it was not a warenty call tat they would have to eat the cost. I understand their concern, but they had already accepted it as a warenty repair.

Gerald of Armstrong, BC September 21, 2009

I called because my computer which is less than 1 year old needed a new hard drive and i was asking for recovery discs and 3 times i was told that the case would be escalated to a case manager who would call me back within 1-2 business days. My first call was on Sept 9-2009 and my last call was on Sept 21-2009 and i am still waiting for a call back from a case manager. I just got off the phone for the 3rd time and they said i would get a call back from a case manager within 1 business day. i needed my computer for work so i went and purchased a new one and also purchased the recovery discs elsewhere because i was tired of waiting for toshiba's call center to contact me back. i will never purchase another toshiba product.

scott of simpsonville, SC September 17, 2009

i bought a toshiba a355-s6924d laptop from amazon. after the return period from amazon had expired i happened to plug in my headphones and got a terrible sound out of the laptop speakers. so i called toshiba and they said send it in. this was july 10th. after a month waiting my laptop returned to me witha new system board they said. i opened the box started the laptop and plugged in a new set of headphones and low and behold the same horribe loud sound came out. did they ever touch my laptop? the note i put on the laptop cover was still there.

so i called them immediately. "oh we are so sorry for this. send it right back and we fix it right away" so i wrap it up and send it the same day. it is now the 16th of september and after too many calls to list. i have been lied to, put on hold for hours etc. it seems like everyone at toshiba who answers the phone is the boss. they all are supervisors too. wow thats amazing.

they have supposedly replace the system board again and replaced my hard drive without saving any of the photos videos etc. they didnt even tell me they were going to do this. i will never buy another toshiba product as long as i live and will never recommend them to anyone. i cant find a corporate phone number and no one there will tell me it. i guess i am out 600 dollars. what a shameful company. they go above and beyond not to help you

Yolanda of Lyles, TN September 16, 2009

I purchased a Toshiba Satelitte M305-S4907 on 5/8/2009. While on the internet the screen went down, upper portion remained normally visible bottom portion went dark. I sent the computer in for repair via UPS as instructed on 8/25/2009. The repair center called my home on 9/15/2009 and told my husband that the lcd screen was cracked and this was not covered by warranty the charge would be 425.00 he told them I would call them back and was given a phone number of 866-411-4212. I called this number upon returning home from work @ 4:35 pm was placed on hold by a machine and remained on hold until 5:37 pm at which time i received an automatic hang up. I then called the same number on 9/16/2009 @ 8:57 am was once again placed on hold by a machine Susan, with the repair depot, answered @ 9:21 am. I explained the previous happenings gave her the original case number she could not find anything from this so I gave her the serial #. She told me the LCD screen was cracked and not covered by warranty. I explained to her the computer had not been misued, abused, neglected or in anyway damaged by anyone.

She said she would transfer me to customer relations @ 9:25 am. However, I heard a click then an open line ( I could hear people talking in the background) @ 9:27 am I was hung up on with no one answering the call. At 9:30 am I looked up the number for cumstomer relations on the Toshiba site it was 888-255-7816. At 9:32 am I called this number and received a recorded message that said for order status or customer relations press 1, for tech support or recovery disk press 2, I pressed 1 with nothing happening the message just kept repeating itself over and over again. I treid pressing 1 several times and nothing. I then called 800-457-7777 , the original number to find out how to send the computer in to the repair center, @ 9:35 am was placed on automatic hold which was answered by Tom @ 9:37 am. I explained all the previous happenings and was told that my warranty was effective until Jan 21, 2010 (this is not one year from 5/8/2009)and that this is not covered by warranty. I once again explained that there was nothing physically done to this computer to cause this problem. I was told it still isn't covered by warranty. He then transferred me to Jo, customer relations case manager,@ 9:44 with a new case #. She answered at 9:47 am and explained " she understands my frustration" . I explained all of the above happenings once again.

I told her there was nothing physical to cause this problem and that I was on the internet when it happened. She suggested I file a claim with UPS to have them cover it. I asked what the cracked screen looked like and as she explained it it is exactly what happened while on the internet with no physical reason. I told her this and was once again told this is not covered by warranty. I then asked if it is Toshiba policy to pick and choose what is covered by their warranty. She told me they don't cover anything caused by accident, misuse or abuse. I told her once again nothing happened to the the computer in this way and explained I had a copy of the warranty in front of me. I asked to speak to her boss or for his/her phone number and was told she could not give it to me that her boss was not taking calls. I asked her if that meant could not or would not and explained there is no way I will ever buy another Toshiba product and that I will relay this to every one I know. When asked what i wanted done with the computer I told her to send it back unrepaired .

suleyman of istanbul, Turkey September 11, 2009

ı have Toshiba A210-15K laptop.it is now in product guarantee .it is serial noX7020038Q. ı gave my laptop to toshiba service in istanbul.it was have some problems such as about battery ,micro card,usb ports and fading(discolor) on surface and I m really surprised about this fading problem how can it be(I think it is because of sweat.when I writing I put upon there and then this fading occurred).after 2 weeks ,they gave back my laptop but they didnt solve battery and discolor problem and they said that this is users problem.this is mine fourth laptop and ı know how to use a battery .it was 2 hours firstly when I bought and when ı gave it to service it was nearly 50 minute . my really problem starts there because 10 days later after I took my laptop from service the battery start to die.it is now nearly 10-15 minutes and I think some damages or other things occurred in service to my laptop.ı know if I give them again they will say me again that “that’s a user problem”.so I decided to write you before I contact with them.thats really usual thing for toshiba services in Turkey.believe me in there ,like me many toshiba laptop users are unpleasant about this services.ı expect that toshiba main service will solve this problem.thanks for everything

Sameer of Plano, TX September 11, 2009

I had purchased a 4 year System Guard Warranty with my laptop. My laptop now needs repairs due to a broken LCD. It has been 7 weeks that I have sent my laptop for repairs and the only status I get back is saying "waiting for parts" Parts are on backorder. I called and called Toshiba Support many times and they are saying the only thing I can do it "Wait". They said they cannot committ any date or when will my laptop be fixed as they dont know when will they get the parts. They dont even know "if" they will get the parts since mine is a old laptop. So I asked for a replacement machine as specified in the warranty contract and they read out that only in a case where the laptop cannot be repaired, they will authorize a replacement. And they went on to say that for me its not that the laptop is beyond repair, it is just that they dont have the required parts..! Never buy Toshiba's Systemguard warranty. They will do everything they can to refuse a claim under that warranty.

Shannon of Shelbyville, KY September 8, 2009

I purchased 2 laptops for my sons Christmas of 2008 at Best Buy. Both have had problems, but one has been at the repair shop for almost 4 months total since Jan. 09. They told me since we take it back for additional repairs within 30 days of getting the initial repair, that it only counts as one repair. This makes it difficult to get them to replace it. Why would I want to keep the computer if it is not working when I get it back?

Toshiba has terrible customer service and I will NEVER purchase anything from them again! My son needed this computer for college which resumed on 8/10/2009. It is now 9/8/2009 and we still do not have it back.

Richard of Denton, NE September 4, 2009

I am the father of a disappointed owner of a Toshiba A305-S6916. This laptop was purchased in March 2009. In June we started having Video Driver has stopped issues, as well as black horizontal lines across the screen, and BSOD problems. We updated drivers and tried to resolve the issue ourselves.

I contacted Customer Service on 6/24/09 and was told by someone (I assume in India) that a UPS box would be sent. Almost a week went by and no box was received. I placed another call and was informed that the work requested had been failed to be submitted and that they would submit it and get me a box ASAP.

I finally received the box on 7/03/09 and returned it the same day. It was received by the repair depot on 7/06/09 after the holiday weekend. How will [they] address the failure, twice, of your customer service department to properly execute the repair order system? If it has happened twice to me, how many other people's repairs are being delayed?

I have been told numerous times that once the cost of replacement has been exceeded by the cost of repair that the unit would be replaced. So far the tech hours, plus the multiple system boards, CPU's, VGA cards, Sets of Ram have far exceeded the price of this lemon.

My daughter purchased this laptop in March to use while completing her masters degree. The computer failed at the end of June and has been in your possession ever since. That means in the six months since purchase Toshiba repair depot has had it 2 months or 1/3 of her ownership time.

I have since purchased another laptop for my daughter to use for just under a 1,000 and is definitely was not a Toshiba product. Also as an employee of BNSF RR who is a major user of Toshiba products I am sending a copy of this letter to our director of IT purchasing to strongly suggest we discontinue the support of Toshiba products.

When will [their] customer support managers get off the fence and make a decision to replace the unit with a new upgraded model with full warranty to compensate me and my daughter for time lost, warranty lost, and money spent to replace the A305-S696, or refund my purchase amount in full? So far out 800.00 for Laptop + money spent for a quality laptop.

Manasvi of New Delhi, India September 2, 2009

I bought a Toshiba Laptop in Feb 2009. It crashed in less than a month. The vendor in Nehru Place refuses to provide any service. This is the worst company I have dealt with. This is also the second time this is happening to me.

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