How bad is Toshiba support? - Page 2

I never had trouble with them in the past.

Their support is terrible. Their solution to everything is to do a complete system restore. In my situation this does nothing because the laptop I have has had the problem since day 1 and toshiba refuses to acknowledge my problem even though others around the internet also have it.

which problem is that? how do you know toshiba is totally unaware of your issue and is not working on a solution?

you dont know that they are not working on one, and yes frankly alot of things can be helped via a system restore. as much as people dont like to admit it their own choices are often the cause of issues with computers. everything from spyware to viruses to people trying to install other OS's that the machine wasnt designed for. do hardware issues still happen of course they do, that said sometimes the issue isnt the hardware its the user and by doing a restore the tech knows that nothing the user has done has caused the issue with the machine.

sh-t my bad...but I was kinda replying to the OP's question about deciding btw a dell e1505 and a toshiba...didn't noticed he chose the dell a long time ago.

Might as well add another post for future readers!

I have an M35X. Support has been OK under warranty, as long as you don't consider continual repairs and not having your laptop for several weeks every few months an inconvenience. I have had a hard drive go bad and four, maybe five (I've lost track) motherboards replaced. FYI - support is the usual off shore "we don't care how upset you are, no, we won't cross ship" common corporate model of today.

There are issues with the design (as in the engineers or accountants screwed up) of these era units. As an example, the power connector on the mobo is a known defect (just search Ebay for "Toshiba power jack"). Instead of correcting the problem by re-engineering the power supply and/or connector (the actual fix is rather obvious simple and I'm sure every engineer, accountant, adn upper level manager at Toshiba Laptop knows what to do), Toshiba just replaces the mobo. Worse yet, they repair damaged mobos and send them back out - but unfortunately, the word "repair" is rather strong - since the Factory Authorized Service Center has typically had to re order up to three times to get a mobo that was not DOA. This is just one example of the known issues with these machines - there are others.

As the other poster noted, instead of doing something nice for their customers to whom they've sold improperly engineered machines, Toshiba adheres to the strict legal requirements of the warranty. The power supply issue, for example, could be reduced by a factor of 85% just by supplying an updated power supply unit with a re-engineered plug, but Toshiba goes with the "least cost" method, fixes the mobo, and hopes that your machine lasts until the warranty runs out so they are off the hook.

I did notice that on the lapto of a friend who bought a new Toshiba that the power connector has been reengineered. Unfortuately Toshiba has done this to reduce repair costs, not serve their customers better, as evidenced by their refusal to fix, vs. patch, the earlier problem.

I used to like Toshiba - but I will never buy another one of their products.

Well, our experience with Toshiba has been piss poor.
Probably why the laptop we have is garbage and part of a class action lawsuit against Toshiba.

On Average when we call Toshiba and ask to talk to customer relations, we wait for about a hour before we either get hung up on or someone actually picks up.

The only support people I trust nowadays is the people from Powernotebooks.com.

They are top notch.

Google "tech support showdown." Go with the first response.....I think you (and perhaps some others) may find it interesting. A

Back in October, I posted about my first Toshiba experience...

I just went through my first Toshiba RMA ever after owning many different Toshiba laptops over 6 years.

Just last Wednesday I began noticing dead pixels on my M105's LCD... Counted them all up and it totalled only about 5. Annoying since I couldn't help but to always notice them on my screen.

I've heard and read the articles which state that Toshiba is the absolute worst in support... So I began freaking out a bit.

Called up Toshiba Support and had someone on the line within 2 minutes. Expecting the worst, I told the Rep about my pixel problem and I really thought that it was going to turn out pointless since it wasn't very many to be considered defected.

To my surprise, he instructed me to bring my laptop to my nearest UPS Store (since there wasn't a service center close enough to me nearby) and they would handle it for me. They paid for 2 Day Air shipping, replaced my LCD screen, and shipped it back to me via 2 Day all within a week.

But the kicker is this, while tracking the status of my laptop online, the Tech had wrote that there was also dirt behind my LCD that looked like dead pixels, so that would have brought my actual dead pixel count to less than 4... maybe even 2-3.

Shockingly enough they just went ahead and replaced the entire LCD anyway, even though they technically didn't have too.


Recently I've had to send the same laptop in for repair, this time over a failing video card.

Besides the fact that I've had to send this laptop in twice in less than a year, Toshiba support was once again top notch in my case. Overall the same experience I had the first time around.

That article is also over a year old. How about going with the second response? Latest showdown...

Toshiba On Site Warranty is a joke

Do not pay extra for an on-site warranty. My son has a Satellite at college and the screen went bad last SUnday night and he still has not had anyone give him an idea when it will be fixed. The level one technicians apparently have no control over the lever 2 guys who really do the service calls and you cannot get through to them. I have spent at least 2 hours on the phone with at least 8 different support people. They mostly just trransfer you and then the phone goes dead.