This is the letter I had send to Toshiba Headquaters:
This is to request your involvement to resolve a continuing problem with a computer Toshiba A75-S206/60 (Serial No. 74340090K) produced by your company.
I purchased this computer for my daughter based on your company's reputation for producing quality merchandise and never expected to encounter such problems as I've described below, which have caused me considerable inconvenience.
However, I am willing to give your company an opportunity to resolve this.
Your technical-support department was unable to correct the problem and requested that I return the computer to your service center for repairs, which I did, trusting that your personnel would restore the computer to proper condition.
Since then, however, I have continued to experience problems with the computer, including the following:
1. Overheating and freezing, suddenly shuts down without warning: Service was requested on 03/07 and was performed on 03/23 with replaced motherboard.
2. Overheating and freezing, suddenly shuts down without warning: Service was requested on 03/28 and was performed on 04/05 with replaced motherboard.
3. Overheating and freezing, suddenly shuts down without warning: Service was requested on 05/16 and was performed on 05/23 with replaced motherboard.
4. Overheating and freezing, suddenly shuts down without warning: Service was requested on 09/03 and was performed on 09/19 with replaced motherboard.
I have been extremely patient about the continuing inconvenience and frustration caused by this problem, and I have worked very cooperatively with your tech-support department, service center, and repair people. I'm sure that the internal log you have on my case confirms what my own detailed records and documentation show that this has been a long and trying affair.
Fair business practices and true customer service dictate that at some point the treadmill of ineffective repairs must stop and a genuine remedy must be provided. That time is now.
This is to request either a full refund or replacement of the defective computer with a new equivalent model that functions fully and according to the terms of the original sales contract. I look forward to hearing from your office by 11/10, so that we may bring this case to a satisfactory conclusion. Thank you for your prompt attention to this matter.
What do you think?
0 comments