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Toshiba Exchanging G15 and F15s due to faulty boards! - Page 2

post #21 of 252
8/18/06 at 4:06am
Hi richs10,

I appreciate yours and g00nter's replies to my message. I think I understand, now, the process that enabled Best Buy to exchange your machine. When I initially read your first post, I got on the phone to Best Buy (local store) and Circuit City (headquarters) to ask if they were aware of a Toshiba bulletin - but they all said that they weren't. It makes sense, though, that this might not be something mentioned on the phone in response to a random inquiry. Since you were a customer who had purchased a warranty through Best Buy, I can see where they would have requested permission to authorize an exchange for your machine. I purchased the extended CompUSA warranty when I bought my system, and checked into a repair through them, but it was pretty much the same deal as that expressed by Toshiba: off-site. I have to admit that some part of my insistence on an on-site repair by Toshiba was the fact that I had paid extra for the privilege. It was the principle of the thing. Fortunately, as you can read on my thread (referenced by g00nter, above), I was able to get the situation resolved thanks to a response from a poster who provided an e-mail address where I could send my letter. I finally got the on-site repair scheduled, and have two new system fans, now.

Thanks again for your response,
M.O.
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post #22 of 252
8/18/06 at 3:39pm

Please fax a copy of the Best Buy memo

Rich,

I am starting to have the exact same problems with my Toshiba G15. It is displaying the same vertical lines as all the other problems reported with the motherboard. I bought mine from Best Buy also but did not purchase the extended warranty

I would really appreciate it if you could fax the memo to 402-697-1277. This way I will have a way to begin a conversation with Best Buy regarding trying to replace the motherboard on this.

Thanks

Raman Khurana


Quote:
Originally Posted by richs10
MidnightOil:

Goonter is correct in summarizing the events surrounding the replacement of my G15 by Toshiba. I thought I might add that when my machine was returned to me after the second repair request, it appears that no actual repair of the systemboard was attempted by the repair facility. I believe that once the BestBuy repair facility got the machine, they simply put the notice to exchange the machine between the keyboard and the screen and shipped it back. I picked it up without checking it out and found the memo inside. I also understand that at one time, Toshiba was attempting to install upgraded boards in the G15, but it now appears that they are replacing the machines.

If you think it will help, I can fax to you a copy of the exchange memo that I found in my old machine. I think it is probably a BestBuy interoffice memo, but it might help. I also don't understand why they would need your machine at this point, except to facilitate an exchange for a new unit.

And by the way, where is Circuit City in all this? BestBuy was right there for me and arranged the exchange for the new machine once they saw the memo.

Another possible solution....Will your company allow you to return the machine to Toshiba if all data is removed? I found that even with the bad system board, I was able to boot in "safe mode with networking" and transfer my data files to another machine over my LAN before I sent my G15 in for its second service call. If you can get your machine to boot this way, you should be able to delete all your info before sending in the machine.

If you wish me to fax the memo, send me your number.
Good luck, Rich
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post #23 of 252
8/19/06 at 8:37am
Thread Starter 
Raman:
No Problem. I can fax the memo to you on Monday morning.
Good Luck, Rich
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post #24 of 252
8/21/06 at 11:56am
Thread Starter 
Raman:

The fax number you gave (402-697-1277) does not work. Tried it twice.

Rich
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post #25 of 252
8/21/06 at 6:36pm

Sorry for the incorrect number

Rich,

I apologize for typing our voice phone number instead of the fax number. However, I have good news to report. I went ahead and called Toshiba Support on saturday to see how they would handle this. The person I talked to said that Toshiba had a "System Board Enhancement" program for the G15 and F15 systems. He said that they would change out the motherboard completely (even though the laptop is out of warranty) AND they would extend the warranty by one year for free.

The only downside is that I have to ship my laptop to their repair facilities. However, the support person sent me a pre-paid box (which I received today) and it has all the information to send the laptop back to them. They said that the turnaround time was 10 business days.

So I guess I am very pleased with that. I know that many people have had horrible experiences with toshiba tech support but looks like they just needed to have an internal policy to handle this. I don't think Toshiba is advertising this new policy to the general public but are definetely offerring it to anybody who calls with this issue. I was done with the support call in about 10 minutes. They rock !!!!

THANK YOU ALL for all your feedback on this forum. It does make a different guys !!!! keep up the good work.....

And Rich, thanks for trying to fax me the memo from best buy. I appreciate it. Maybe some day they will come up with a cure for fat fingering...

Raman
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post #26 of 252
8/21/06 at 7:48pm
Thread Starter 
Raman;

Good to hear that the situation is working out for you. I have a feeling Toshiba realizes that they have to take care of this problem since these machines were so expensive when they were new. The extra year of warranty is great in that it should protect you if the motherboard swap-out doesn't fully take care of the problem down the road.

Rich
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post #27 of 252
8/22/06 at 12:48pm
I have a customer with a G15 and a failed motherboard. After reading these post went to Toshiba's site and eventually found a notice (Document #98081905 posted 1/20/06) extending G15 AV501 warranty by 12 months.

Found document by searching qosmio G15
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post #28 of 252
8/22/06 at 12:51pm
Rich, can you fax me the best buy note also 215 862 8806. My customer purchased there also.
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post #29 of 252
8/22/06 at 2:32pm
Thread Starter 
nhcomputer:

Copy of Memo sent by fax.
That was a good bit of detective work on the Toshiba site. That post has been there since January and I never saw it. I hope people who have problems with the G15 realize the warranty has been extended.

Rich
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post #30 of 252
8/22/06 at 3:08pm
Rich, Thanks! I got the Fax.
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post #31 of 252
8/23/06 at 1:52am
rich could you e-mail me the memo please. my email is luisfelipedh@hotmail.com

thanks
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post #32 of 252
8/23/06 at 5:43am
richs10,
I've sent him the e-mail of the memo that you've sent to me. Thanks!!!

luisfelipedh
Check your hotmail account, it should be there, if not check the spam
folder. Do you have this problem with your motherboard? Is it G15 or F15?

Cheers,
Rod
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post #33 of 252
8/23/06 at 10:11am
Thanks for the email. To answer your question Ive got an f15.

thanks
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post #34 of 252
8/23/06 at 12:26pm
Do you have a problem with your motherboard? How long have you been
using your F15? Mine's fairly new, just few months back but I got myself
a new G25-AV513 in case the F15 I have crap out on me...

Cheers,
Rod
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post #35 of 252
8/24/06 at 8:27pm
Hey,

I've been having that problem with my G15 and would be very grateful if someone either faxed the memo to me at 574-243-1415 (with ATTN: Dan on it) or emailed it to i.wanna.corndog@gmail.com. I already emailed rich, but if anyone else can send it along I'd really appreciate it.

Thanks guys!
Dan
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post #36 of 252
8/24/06 at 10:42pm
Quote:
Originally Posted by i.wanna.corndog
Hey,

I've been having that problem with my G15 and would be very grateful if someone either faxed the memo to me at 574-243-1415 (with ATTN: Dan on it) or emailed it to i.wanna.corndog@gmail.com. I already emailed rich, but if anyone else can send it along I'd really appreciate it.

Thanks guys!
Dan

I had the same problem with my motherboard... I ended up phoning Toshiba support and they just took it in. All I told them was that from reading their support forum, a lot of people have the same problem as I do.
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post #37 of 252
8/24/06 at 11:58pm
i.wanna.corndog,
It on it's way...
Cheers!!!
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post #38 of 252
8/25/06 at 12:27pm
I was searching re known problems with the Qosmio F15 and stumbled upon this thread.

I orig purchased the additional Systemguard 1 yr extended warranty direct from Toshiba. Of course, I started to have problems a few mos after expiration.

I've read here that Toshiba extended the Std. warranty to 1 yr. If this is the case, I'm hoping the Systemguard may be considered still in force if I push the issue.

I'm not sure if my issues are due to motherboard, but I'm having problems with the display. It initially started flickering, and now goes completely black. Also, the right side (about 1/4 strip) of the screen is white.

Anyone else had similar issues ?? (some posts sound like similar issues)

I'm also noticing problems with intermittent fan and heat.

thanks for the heads up re this issue. I was ready to throw in the towel.
Ironically, I've basically treated this like a desktop and never took it out of the house. Never saw much road abuse at all.

Regards,

Mike

ps...it also started acting strangely after installing the Notebook Maximizer update. don't know if this is related to my problems ??
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post #39 of 252
8/26/06 at 8:06am
Thread Starter 
Rod:
Thanks for forwarding the Memo to Corndog. I have been out of town this week and couldn't send him a copy
Thanks again!
Rich
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post #40 of 252
8/28/06 at 10:19am
looks like bad LCD display is the issue with mine

I hooked up an external monitor and am able to use the laptop for now.
at least I can back up everything before I have it repaired
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