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My operating system failed on my laptop after being out of warranty and I paid $99.95 for a one time fix subscription. I had called a little too late in the day so before they closed and they gave me a Case ID number and told me they would call me at a specific time tomorrow. The next day, they never called me and I had to recall them myself after waiting for half an hour and get a new helper. That helper neglected our session and didn't bother to tend to my computer when the troubleshooting was failing and he never called me back even though he said he would.
I didn't have time for weeks after those sessions to try and mess with it again, and finally I had free time a month later to try and get it fixed again. When I tried again, they told me that my subscription expired after 14 days (they didn't tell me this when I paid for it) and that I would have to buy it again. After I said no they put me on hold for another 5 minutes to tell me they can do it for a lower price, like $69. I refused that offer and asked for a refund because they didn't fix my laptop, and they said no because they already did troubleshooting on my laptop, and so that's what they call "service", even if it was only attempts. They will rip you completely off if your product is out of warranty.
Last year (June 2018) I purchased a Toshiba Tecra laptop via my company's EPP with CDW. This past Saturday, I shut my laptop down. A couple of hours later, I turned it back on again and was prompted for a password. This is a password I did not set. After 3 attempts, my laptop shuts itself off. After doing some research and finding that this is not a problem I can resolve myself, I called Toshiba Support. I found several articles describing the same problem that I had. The users called Toshiba Support, were told to press CTRL then TAB then CTRL then ENTER. A Serial and Challenge code appear. Once the user provided these details to support, a Response code was given to them and their computer was unlocked.
When I called to report my problem, the first person I spoke to did absolutely no troubleshooting with me and went straight to asking for my address so I could ship the laptop back. Lazy. I told him that wouldn't be happening and that a ticket should be opened and escalated instead. Several hours later, I received a call from someone at Toshiba telling me to email firstname.lastname@example.org and I should receive an unlock code within minutes. I emailed them immediately but did not receive any kind of acknowledgement from this mailbox so I was unsure as to whether or not I had sent it to the correct one. Again, several hours later, I still had not received a code or a call.
Once I returned home from work, I called Support again (1.800.663.0378) and the person I spoke to was completely unhelpful. First he was unable to find my ticket based on my name or my phone number. I provided him with my ticket number and he was finally able to bring my ticket up. However, there were no updates in it. What is the point in a ticketing system if no one's going to update it? I asked him to confirm the email address I sent my Challenge code to since I did not receive confirmation after I sent my email. He literally said "well you sent the email so clearly you know the address" completely missing the point that I wanted to MAKE SURE IT WAS THE RIGHT ADDRESS. He full on refused to confirm that I had emailed the right address. I hung up on him. Don't care if he heard what I said as I was hanging up.
This morning, I finally received this message from Toshiba: "Hi, Thank you for contacting Dynabook support. Password removal is not covered under the manufacturer's warranty program, and is a billable service. Also, please provide proof of purchase for the unit. Thank you. Dynabook Support." This is absolutely unacceptable. This laptop is less than a year old. I did NOT set this password. I am NOT paying for it to be unlocked. Toshiba can take this laptop and shove it up their uptight **. Have a great day.
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I contacted the Toshiba Warranty Department several times about updating my then expired warranty and changing the ownership of it, or at least the email of it. Even with Proof of Purchase, I would get a stock email from Toshiba saying that they could not do that either because I had another case (on a different matter open) or because they couldn't do it. Yet, I had not received a single response to my email updates when I got these emails from them asking them to close my existing cases or ignore them and fulfill the standing request. Toshiba's email and online support are very unresponsive and contact options outside of calling are nonexistent.
At the retail stores they come comparable with all the specs as the rest of the brands. I spent about 800 on a new laptop only to use it for regular internet searching, Word documents and a tiny bit of Excel work. After about a year the computer completely slowed and lost almost all performance. "Yes I had Norton virus protection."
At a certain point I thought maybe it just had too much stored data so I wanted to just reset it to factory settings. I watched Youtube videos and followed all instruction to try to do so myself. I couldn't get the laptop to reset, so I decided to call Toshiba customer service. And after spending about 15 minutes going through their automated system, I finally got a real person and they wanted to charge me $99 to help me. What a joke!!! that's what I like about Apple, you get a real person right away if needed and they help you for free!! I will never buy a Toshiba product again. Fact. I gave it one star only 'cause I couldn't give it 0 stars.
I have a Toshiba laptop that has been working very well for the most part. However, I had concerns about something causing my computer to shut down. Although, this happened only one time, I wanted to get help to make sure nothing got into my system. I called Toshiba technical support and instead of them providing me (their customer) with basic troubleshooting support, they were more interested in making more money and trying to sell me a $99 fee for troubleshooting service because my product was out of warranty. My product is 3 years old and the first time that I call the company for support, they try to sell me something else. Very disappointing and not customer friendly at all. Apple provides technical troubleshooting support to customers indefinitely. Why can't Toshiba?
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The Satellite laptop is a horrible unit, most of the keys don't work, nor the touch sensor, it is horribly slow, the start button rarely works, takes prolonged period of time to connect to the internet, the cooling fan runs a lot. Would never buy another. Soon as can afford new HP will throw my laptop away as not to pass it on to someone I know have them mad at me.
Because their virtually non-existing customer support and warranty, customers are left on their own to deal with the crashes of their computers. I have Toshiba Satellite and while it supposedly has all the amazing features, it crashes twice a day, the battery already died after about 2 years, the Windows 10 also makes it unbearable, the memory cannot handle all the processes that Windows 10 starts on its own. Some features randomly decide not to work, and etc etc etc. I’m extremely unhappy with it, to the point that I use my phone over the laptop.
In 2015 we purchase 2 Toshiba laptops, after approximately 2 years the hinges on both computer began to have problems making it difficult to shut the laptops. The screen then became disconnected from the computer. It was a poor design. Toshiba was not willing to do anything to correct the issue. We definitely won't buy Toshiba again!
I bought my laptop new and after about 3 yrs, the hinges slowly started breaking! They are made of a cheap hard plastic that DOES NOT deal well with actual using (open and shutting) them. I am a photographer, so I did use my laptop a lot to edit photos. Although after spending hundreds of dollars I never thought the hinges would crap out!! That's just the beginning! Once they start breaking, it causes the WHOLE FRAME TO FALL APART! I was not able to close it. I literally had to duck tape the frame to use it until I was able to purchase A DIFFERENT BRAND LAPTOP! NOT A GOOD PRODUCT. :(
Hinge failure created many problems with the functioning of the equipment. I contacted Toshiba's Customer Service to discuss the problems identified by a Toshiba authorized computer technician. The representative suggested that equipment had been dropped or perhaps damaged by another user. I explained that it was used by only one person and had never been dropped or shipped. Needless to say, he maintained his position that it had been dropped even in light of the technician's statement about the undersized hinges.
Toshiba offered to make repairs at their facility in California at my own expense. No discount or apology offered. We have owned one other Toshiba Satellite and was pleased enough to purchase another. I did a search on the issue and learned this has been a common problem that necessitated a class action lawsuit. Oh well, will never purchase from Toshiba again!
Toshiba author review by ConsumerAffairs
Headquartered in Tokyo, Toshiba is a Japanese multinational conglomerate corporation with roots that extend back to 1875. Now, Toshiba offers a full range of hard drives, digital storage solutions, digital displays, business solutions, laptops and tablets. Toshiba laptops are built for high-performance to keep up with numerous business applications and are available at select retailers.
Portege Z Hybrid: Toshiba’s Portege Z Hybrid laptops are designed to combine ultrabook performance with tablet portability.
Portege WT20 Tablet: Toshiba’s tablet is designed for performance and business use. It is a thin tablet computer that blends portability and durability.
Tecra C series: The Tecra C series of laptops are all-around functional laptops designed to run basic business programs. They are designed for portability and efficiency.
Tecra A series: The Tecra A series of touchscreen laptops come equipped with extra power to run many different business applications.
Tecra Z Series: Toshiba’s Tecra Z series of laptops are designed to be durable and portable for the worker on-the-go. They are built with lightweight shock-absorbing material that keeps them from becoming cumbersome.
Toshiba Computers Company Information
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- 1251 Avenue of the Americas Suite 4110
- New York
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- United States
- (212) 596-0600