Recently, I had a horrible run-in with Toshiba. I've been a very loyal Toshiba customer owning 3 Toshiba laptops. Never had to send the first two in for service, EVER! Now this third laptop on the other hand has been nothing but problems. It is a Toshiba Satellite P25-S509.
First off, I sent the laptop into service on August 9, 2004. I sent it in to repair a failing DVD-RW drive and USB port. They fixed the USB port and did not fix the DVD drive. To top the cake, they also did the following unnecessary things to the laptop: replaced properly functioning LCD screen, damaged top casing, damaged screws holding screen, and replaced the motherboard. So not only did they return a laptop only half fixed, they went ahead and did some damage of their own. 3 days after receiving the computer, the HD crashed permanently. They held onto the laptop in service for just over 2 weeks.
Unfortunately there were 2 hurricanes (Frances & Jeanne) which prevented me from being able to send the laptop back to them any sooner than Sept 24. I sent the latop in to repair the damage they had done as well as fix the crashed HD and DVD-RW drive(which should have been fixed the first time). After another 1 1/2 weeks later, I receive the laptop back with the physical damages fixed, the HD replaced, another motherboard replacement, and the DVD-RW still not functioning.
I was infuriated at this point. I called customer service to let Toshiba know how dissatisfied I was with their service. I asked the Customer Service Manager what my options were. She said the only thing she could do is send me another box and have it repaired again. I was completely against this option. I requested a new computer. She said Toshiba does not have a replacement policy and so a repair is my only option. So, here I was, with a laptop not functioning correctly, and not a sign of decent customer service. I even asked for them to just send me a drive and I would return the old one. they refused and only wanted me to ship my computer to them again. Such a simple problem has led to my being without a functioning laptop for over 2 months. The customer service manager promised me that she would get in touch with a higher person in the organization and get back to me with any possible solutions and work from there. I have yet to hear from this person. I called twice and left messages. All the information is in my records with Toshiba.
I do believe that this laptop was a complete waste of money and will likely never purchase from Toshiba again unless that customer service manager calls me back one day with some positive news. I am currently seeking remedy via the Florida Lemon Law. If anyone has any information that could help me resolve this issue without resorting to legal sources, please tell me.
First off, I sent the laptop into service on August 9, 2004. I sent it in to repair a failing DVD-RW drive and USB port. They fixed the USB port and did not fix the DVD drive. To top the cake, they also did the following unnecessary things to the laptop: replaced properly functioning LCD screen, damaged top casing, damaged screws holding screen, and replaced the motherboard. So not only did they return a laptop only half fixed, they went ahead and did some damage of their own. 3 days after receiving the computer, the HD crashed permanently. They held onto the laptop in service for just over 2 weeks.
Unfortunately there were 2 hurricanes (Frances & Jeanne) which prevented me from being able to send the laptop back to them any sooner than Sept 24. I sent the latop in to repair the damage they had done as well as fix the crashed HD and DVD-RW drive(which should have been fixed the first time). After another 1 1/2 weeks later, I receive the laptop back with the physical damages fixed, the HD replaced, another motherboard replacement, and the DVD-RW still not functioning.
I was infuriated at this point. I called customer service to let Toshiba know how dissatisfied I was with their service. I asked the Customer Service Manager what my options were. She said the only thing she could do is send me another box and have it repaired again. I was completely against this option. I requested a new computer. She said Toshiba does not have a replacement policy and so a repair is my only option. So, here I was, with a laptop not functioning correctly, and not a sign of decent customer service. I even asked for them to just send me a drive and I would return the old one. they refused and only wanted me to ship my computer to them again. Such a simple problem has led to my being without a functioning laptop for over 2 months. The customer service manager promised me that she would get in touch with a higher person in the organization and get back to me with any possible solutions and work from there. I have yet to hear from this person. I called twice and left messages. All the information is in my records with Toshiba.
I do believe that this laptop was a complete waste of money and will likely never purchase from Toshiba again unless that customer service manager calls me back one day with some positive news. I am currently seeking remedy via the Florida Lemon Law. If anyone has any information that could help me resolve this issue without resorting to legal sources, please tell me.
... And since some parts for laptops just aren't available as brand-new replacements anymore, all that is left is for a manufacturer to send you someone else's board with a possibly different defect. Having the laptop repaired yourself allows you to obtain new or perfectly working replacement parts from individuals that may have parts that the company doesn't have not to mention the fact that you could find an expert to repair your laptop instead of some noobie employed by the manufacturer....
