Just a warning to anybody who considers buying a Toshiba notebook. Toshiba products are OK but my experience with them is that they are unreliable - well, this might be just a bad luck. Their customer support however is terrible. A little more than a year ago I bought a new notebook that I had to return within a week because it was defective. Now the replacement computer is dead, sitting in a repair center for a week, and they did not even touch it yet. I have the 3 year extended warranty, and under the terms of it, they must take any reasonable steps to repair it within one business day. Well, for some reason, the extended warranty is linked in their database to the original system’s SN. I had to make more than 10 calls to several different departments, to have the warranty transferred to the actual computer that I own (and they still did not do this). They asked me to fax a request for warranty transfer, and after a few days, when I called, they said that I had also to fax a photocopy of the bottom of the computer (that is collecting dust in the repair center an hour and a half drive from my home). They have lost the fax somewhere. In a nutshell, they screwed up, and they want me to clean up their own mess. You would expect that one call would be enough, and they would apologize for not linking the warranty to the replacement system, and do what it takes to fix it. Nope.
Their customer support has a line of defense consisting of “tech support” people. I found out that a half of them are technically illiterate, and their main purpose is to BS you, ask you every time you call to spell your name, etc., even though they see this info on their computer (you give them a case number first). Then they put you on hold, “try” to connect you to the real customer service but, unfortunately, at that moment they “are having problems with the phone system”. So the customer support will call you within 5 business days. The warranty department hanged up the phone on me and refused to send me a copy of the warranty agreements, and a copy of their “policy”.
So, this is my experience. Two defective computers for a year and a few months, and a refusal, so far, of Toshiba to honor its extended warranty. Needless to say, Toshiba is on my blacklist forever. There are no emotions here involved, I just cannot afford to spend that time on the phone, keep faxing info to Toshiba, that Toshiba has in their system, and stay without my computer for long periods of time.
Their customer support has a line of defense consisting of “tech support” people. I found out that a half of them are technically illiterate, and their main purpose is to BS you, ask you every time you call to spell your name, etc., even though they see this info on their computer (you give them a case number first). Then they put you on hold, “try” to connect you to the real customer service but, unfortunately, at that moment they “are having problems with the phone system”. So the customer support will call you within 5 business days. The warranty department hanged up the phone on me and refused to send me a copy of the warranty agreements, and a copy of their “policy”.
So, this is my experience. Two defective computers for a year and a few months, and a refusal, so far, of Toshiba to honor its extended warranty. Needless to say, Toshiba is on my blacklist forever. There are no emotions here involved, I just cannot afford to spend that time on the phone, keep faxing info to Toshiba, that Toshiba has in their system, and stay without my computer for long periods of time.
