In December of 2k1 I purchased a $4000.00 Toshiba television.
In August of 2k1 my television wasn't working. I called Toshiba and was told that I had to deal with their "service center" which I later woefully found out was a two man discount electronic repair service.
After waiting a week, the service technician came out to service the tv. He found the problem and called Toshiba to order the part. Toshiba informed him and he informed me that they no longer make ANY parts for my 7 month old television. The technician packed up his tools and left, saying he would call me back in a few days.
After not receiving any response, I called the "service center". I was told that the matter was out of their hands and that Toshiba would be calling me.
After not receiving any response from Toshiba, I called them. I was told to wait for someone to call me.
Two weeks later I received a call from the exchange department. I was given the option of a new, different model tv (as they no longer made mine) or my money back. I figured I was in luck getting a brand new, top of the line 65" tv so I agreed. The Toshiba rep said he would rush the tv out to me.
Three weeks later my new tv arrived. I was very happy with it.
One month later, MY NEW TV went down. I called Toshiba and they handed me off to my friends at the "service center". I called to make an appointment and was told I would have to wait a week for someone to be in my area.
One week later, a service tech arrived to address the issue. He was in my home for about ten minutes, said he would order the part and call back in 7 days.
Two weeks later after no response, I called the "service center".
I was told that the tech wrote down the wrong part number and that I would have to make another appointment for someone to come back out. When I asked how long, I was told it would be another week before someone was "in my area".
At this point, I'm getting frustrated and in order to expidite the process, I volunteer to take the back off of the television and get the part number myself. I give the tech the number and he has the part overnighted so he could install it when he was "in my area".
That week, a different, apparently more competent, tech comes to my home and installs the part. It does nothing. Upon further investigation, the first tech diagnosed the problem incorrectly. So, now I am told that I will be contacted the next day.
Five days later after no response, I call the "service center" and begin to get the old run around. After several more days and several more calls to Toshiba "customer service" I am told that the "service center" will have to come back out to further investigate the problem and perhaps remove a circuit board and bring it to the "service center" for repair. When I ask how long for an appointment... You guessed it, a week before someone is "in my area". I assume once they come out to get the board it will be at least another week after they fix it until someone will be "in my area".
It has now been over a month since my 2nd brand new tv went down. I have a giant black screen in my living room which I use as a stand for my tv that works.
I have called Toshiba so many times its' ludicrous and I've gotten no where. They actually have the balls to say that they have no control over their own "service center". They can not or will not make this a priority and I am at the mercy of the "service center" with there two man, no call back, no give a shit attitude.
Yes, you can actually buy a brand new product with a warranty and be told that you are screwed any way. Toshiba refuses to give me my money back now but if the "service center" can't fix it this time, they are going to exchange my tv... GREAT!
Robert
Danbury, Connecticut
U.S.A.
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