Toshiba
Abandons HD-DVD and Customer Who Bought It New York New York

Here is the result of my attempt to get a refund for a Toshiba A30 HD-DVD player purchased less than 60 days ago... It does not appear that Toshiba is sympathetic to their abandoned customer HD-DVD Player customer base.

From customer to Toshiba:

"I recently purchased a Toshiba HD-DVD player. Now, that you have abandoned that technology, what am I to do with this outmoded technology. Are you offering a rebate? I have not even received the HD-DVDs offered as an incentive to purchase this unit."

Reply from Toshiba:

"Thank you for writing.

We believe that HD-DVD is the best way to watch movies in high definition. Our HD-DVD players not only play back approximately 800 HD-DVD titles available worldwide and deliver an entirely new level of entertainment, but also enhance the picture quality to near high definition on standard DVD titles by all studios. HD-DVD models are backward compatible allowing users to enjoy their libraries of current DVD and CD software while enhancing the look of regular DVD's by upconverting them to near high definition quality.

Andrew

Toshiba Customer Service"

Response from customer:

"Toshibas position with respect to compensation of recent purchasers (in my case less than 60 days between purchase and obsolescence of its HD DVD players is insensitive and unresponsive. RCA, when it discontinued its DIVX players, provided owners with a $100 rebate. Toshiba should offer similar compensation.

Your notice on your web site which follows is inane and insensitive to customer need.

'Dear loyal Toshiba customer,

Toshiba America Consumer Products, L.L.C. (Toshiba) today announced that it has completed a thorough review of its overall strategy for HD DVD and as a result of recent market developments, the company has decided to discontinue sales and marketing of HD DVD players.

While we continue to believe HD DVD is the best format for consumers, based on its technological advancements and the value and quality inherent in our player offerings, recent market developments have led us to the decision.

As for your HD DVD player, you can still enjoy your current library of HD DVD and standard DVD movies and the HD DVD player will upconvert the standard DVDs so you can enjoy them in near HD quality. And you can play your CDs too.

Dedicated to customer support, Toshiba will continue to provide full product support and after - sales service. Toshiba customers can contact, 1-888-MY HDDVD (1-888-694-3383) for answers to general questions and operational assistance for HD DVD.'

"How could I be expected to be a loyal Toshiba customer after such an action by Toshiba. I already have a perfectly fine DVD player which delivered near HD resolution. I purchased the HD-A30 on 12/26 solely for delivery of HD content. Perhaps you should work with BestBuy from whom I bought the unit and other retailers to compensate your customers for Toshibas failure to achieve technological leadership in the market place."

Sincerely,

Customer

And the final response from Toshiba:

"Thank you for writing.

Our standard policy regarding consumer product returns applies, which means we do not accept return of product that is working properly. You may be able to return your product to the retailer you purchased from in accordance with that retailers return policy.

Brett

Toshiba Customer Service"

Company: Toshiba
Country: USA
State: Nationwide
Site: www.tacp.com

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