I purchased a Toshiba laptop about in July. Everything was working just fine. A year later, the left-click mouse button became loose and would get jammed under the case. I contacted customer service/tech support. I was shipped a box, to which I immediately packed my laptop and sent it in to the Repair Depot. 2 days later, I get an email from the Repair Depot stating that they found a leakage on my laptop that affected some areas of the laptop, such as the keyboard. The leakage was not covered by the Warranty. I asked if the left-click mouse button was affected by the leakage or was it caused by the leakage and they said, "No". I asked them not to fix the leakage and just fix the mouse, since the mouse was covered by the warranty.
The Depot refused to do so, until I paid $325 for the leakage problem. I fought with the Depot and was told I needed to speak with a Case Manager regarding the issue. I was transferred to the so-called Case Manager and was on hold for 30 minutes. I couldn't wait any longer and hung up. I called back again, and got Customer Service on the line. I explained the situation and was told that I needed to speak with a Case Manager. I was transferred again and again put on hold for another half hour. It was getting ridiculous. I hung up again and called the following day.
Again having to go through the same story, and explaining the situation again, I told the person on the phone that I refuse to be on hold again for a Case Manager that I believe didn't exist. The person on the phone said that she is personally going to escalate my claim to a Case Manager and swore up and down that I would hear from someone within 1-3 business days. 3 business days later, I heard from no one. I called back again and got a hold of some sort of supervisor, who of course wasn't able to assist me and told me that I need to speak with a Case Manager. I told him I refuse to be put on hold again, as I knew the Case Manager wouldn't pick up. Funny enough, he transferred me anyway, to which I was put on hold for another 30 minutes. Of course no one picked up. Needless to say, I was wasting my breath. I am now bound to file a complaint with Consumer Affairs and pursue legal action for not fixing my laptop (minor issue) according to Warranty.
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