April 2009 - Toshiba Fixed My 2005 Purchased F15
I have the F15-AV201 (purchased in 2004-2005) and it recently had the vertical lines on the display (appeared six months ago).
As has been discussed, this is a defect, the nVidia graphics chip. Since the chip is soldered on to the system or mother board, the only fix is to replace the entire system board.
I called Toshiba around April 10, 2009. The CSR person I talked to was in the Philippines (I asked where he was, just to be friendly). The number was 800.457.7777, then at the first prompt press #1, #3 then #1 (rather than waiting for each prompt.)
He asked and I told him model number. I then mentioned I heard Toshiba was replacing the system board at no charge because of the vertical lines which indicated it was the defective nVidia chip. I called it the "Northstar System Board Replacement Program."
He looked up my serial number info and said that it qualified for the "SYSTEM BOARD ENHANCEMENT PROGRAM." He did not say the word "Northstar" nor "replacement." Note: When I got the notebook back after the repair it said "Systemboard Enhancement Program."
He gave me a repair ticket or number, and an RMA. He said that the repair/service order number was the most important one and to not lose it.
Note: I did not have to argue with the CSR, it's like they are told not to argue with the customer and simply arrange for the repair. Cool.
Said he would send me a prepaid UPS box. It arrived in about three days from my call. Address indicated it was going to Toshiba in Kansas or somewhere around there.
I sent the notebook in and was very surprised to get it back about seven days later! It had an updated system board that included a better nVidia graphics chip. An XP system check indicated it now has the GeForce Go 6600.
Note: I got the notebook with Windows XP and all original software installed. They used their System Recovery disks to reinstall everything. (I had included a post-it note saying that the OS was messed up. So they simply used their disks to reinstall the entire system, with 2005 Windows XP Media Center edition, and all the other stuff that came with it in 2005).
Also, included with the return were two CDs that contained drivers and applications that are in comport with the new system board. The instructions said if I ever need to do a reinstall to use my System Recovery Disk that has XP, but for all other drivers and apps, to use the two disks they just sent me.
Note: The paperwork in the box (when the F15 was returned to me) said in a form letter, dated Feb 21, 2006, that:
Toshiba America Information Systems wishes to notify you that the current Qosmio F15 system board is becoming obsolete due to end of life of certain components. TAIS will replace your systemboard with a new and improved systemboard.
(That's a nice way of saying that the graphics chip is messed up, but we ain't gonna admit it.
).
I got three pages of paperwork, FAQ and answers, and two driver disks. Note: There are only some drivers on the disk, as indicated. Most of your original or updated drivers from Toshiba's Site are still "valid" and the ones you use.
So cool that Toshiba is doing the right thing and fixing these at no cost to us. While this should have been a recall, at least they are, even in mid-2009, still fixing these when requested.
Oh, the repair summary says:
Service Order #: V-17102570Symptoms: System Board EnhancementNotes: Defective system board....replaced part and reloaded factory software...passed all tests.
Hope that helps.
I can scan my paperwork, including the form letter (dated 2006) and post the paperwork in here for anyone who needs this as proof of the free repair program.
