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Dismal Toshiba Customer Support

post #1 of 13
7/4/06 at 12:21pm
Thread Starter 
I purchased a Qosmio G15 laptop a little over a year ago, and have received very poor technical support for the unit. This is basically due to the fact that the G15's have a known problem, and Toshiba's solution to addressing this problem is less-than-customer-friendly. I have penned a letter to Toshiba that can be found here: http://minutes2midnight.blogspot.com...ose-where.html
(way too long to post on this forum).

Anyone know of an e-mail address where the letter can actually be sent? I have called customer support, and encountered several persons who were unwilling or unable to provide me with one. The letter is too long to post at the Toshiba website.

Thanks,
M.O.
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post #2 of 13
7/4/06 at 3:12pm
One piece of advice (not flaming you).

When sending an email or written mail, you MUST keep it as PLAIN and SIMPLE as possible. Also, try and remove as much emotion from body of the text (I am not saying keep it VOID of emtions).

I tried reading your letter and gave up quite early. Imagine the person(s) that have a busy workload trying to read your letter.
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post #3 of 13
7/4/06 at 3:30pm
Thread Starter 
Thanks very much for the advice. That's just the kind of feedback that I need - especially since I was wondering if the letter was too wordy. I'll try to re-tool it to make it more to the point. Maybe something along the lines of a bullet-list style will help.

Thanks again,
M.O.
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post #4 of 13
7/4/06 at 3:32pm
Bullet style with dates is PERFECT.
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post #5 of 13
7/4/06 at 4:35pm
Well, I just finished reading your letter and it looks like you have fallen through all possible loopholes straight into beaurcratic hell. Bummer, as I've been there many times myself (not in the same situation, but in beaurcratic hell thanks to a bunch of loopholes).

To summarise, as I understand it:
1. your warranty is onsite
2. after a previous motherboard replacement, Toshiba acknowledged a major problem and issued a decree to fix said problem.
3. Part of that decree is that no further warranty work will be done until the fix has been made.
4. In order to get the fix done you have to send it to the depot.
5. Becasue of your company's policies you are not allowed to send send it for repair.

I've never found an email address either, but I did come across a mailing address. YOu might want to consider sending you letter (via registered mail or something like that to prove that they got it) to:
Toshiba America Information Systems, Inc. Computer Systems Division
9740 Irvine Boulevard, Irvine, CA 92713-9724

I'm not sure how much it's going to help becasue you seem stuck between two conficting policies. I agree with you that they should honor your onsite warranty and apply the fix for you on-site. Even when you got a rep that was going to bat & trying to get this fixed on-site, she apparently had her hands tied by a superior and there was nothing she could do. That decree for the fix appears to have a clause in it and legally I do not know what their obligations are (sorry I'm a biologist not a lawyer). Now I would suggest talking to somebody from your company and getting the company to make arangements with toshba to get it fixed (either on-site or them sending it to the depot). That way if it does got o the depot it's not your responsibility, but the company's. Depending on how big the company is, they might even have a legal department that could raise a stink with Tosh regarding the on-site issue.

I would NOT recomend replacing the fans yourself as if Toshiba does find out even if somehow you do manage to get a solution to the other problem, it will void what's left of your warranty and will leave you SOL if something else happens down the line.
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post #6 of 13
7/4/06 at 4:58pm
oops. Double post.
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post #7 of 13
7/4/06 at 7:12pm
Thread Starter 
YP5: I've re-worked the letter so that it is a bullet-list format. Hopefully, this is a little less wordy but still clear. Thanks again for the advice.

g00nter: You're summary is exactly right, and yup, it's definitely "catch 22". I greatly appreciate the mailing address that you provided in your post. If I can't locate an e-mail address in the next day or so, I will snail mail the letter off to Toshiba.

I am loathe to open up the machine myself and put the fan in it, for just the reason that you stated. That was sort of what prompted me to take the e-mail approach to see if I could find someone reasonable at Toshiba that was willing to honor my warranty. We'll see...
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post #8 of 13
7/7/06 at 11:10am

email addreses

here are some old toshiba email addressess. I dont know if they still work

CSD.Customer.Service@tais.toshiba.com and

Heather Hillewaert
Corporate Relations Specialist
Email: heather.hillewaert@tais.toshiba.com
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post #9 of 13
7/14/06 at 2:35pm
Thread Starter 

Success!

I just wanted to provide an update for everyone that may be following this thread:

First of all, I'd like to thank Banana19 for the e-mail addresses. Turns out that was very key to my getting some action on this issue. I sent my letter to Heather Hillwaert via e-mail and received a written reply from her the next day (basically just to inform me that she was reviewing my letter). The day after that, she called and we played phone tag for a short span. Finally we were able to speak and I explained my situation. There was some initial frustration (see my blog - http://minutes2midnight.blogspot.com...ose-where.html for a more detailed summary), but she finally agreed to honor the on-site-ness of my warranty and to send a tech out to affect the repairs. Since I had already purchased the necessary system fans, I didn't have to wait for them to ship me the parts (one of which was on backorder). The tech was at the house 2 days later (yesterday), and replaced the parts in a snap (the guy is VERY good at what he does). Since then, I haven't heard any more funny noises coming from my machine, so I'm hoping that things are ok now. I'm still using the temperature monitoring software that I downloaded to guard against overheating - since it's my understanding that the motherboard failures experienced by the Qosmio G15's have to do with the on-board video card getting too hot.

Thanks again for all the replies, and again....a very special thanks to Banana19
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post #10 of 13
7/14/06 at 3:17pm
Glad to hear it worked out in the end.
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post #11 of 13
7/16/06 at 7:27pm

email

Im wondering if the email address could be pinned to the top of the forum somewhere, sence people seem to look for it,

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post #12 of 13
7/16/06 at 11:46pm
Glad it finally resolved the issue... BTW, Good job, Banana19...
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post #13 of 13
7/18/06 at 7:03pm
Thread Starter 

A Good Idea

Banana19,

That's a very good idea. I wonder how we could go about getting it done? (I'm a relatively new Forum member, so I'm not sure if there's an already-established protocol for things like that). Is it something that has to be done by a moderator?

Thanks,
M.O.
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