I called Toshiba Support line concerning a problem with mylaptop Satellite A505-S6005 Think twice about sending your laptop to Toshiba RepairDepot, do you know who is really taking your laptop apart? UPS! Yes UPS story is below. Don't buy Toshiba Laptopagain, Toshiba will not does not stand behind there product! I'm new to thissite, but I have a Satellite A505-S6005, Here's my problem. I called Toshiba Support line concerning a problem with mylaptop two USB ports on the right hand side, they where loose and floppingaround. I was told that I had a little over 30 days left on my warranty and Ihad to send my laptop to them for repair, a box would me mail to me. I askedwhy I could not take it to an authorized dealer here in my town? I was told whenI register my laptop I didn't pay for that option, so either I mailed it tothem or pay for the repair my self. I asked how long would it take for the box to be mail to me, two days I was told, I was also told when they received my laptop it would takeabout seven (7) days to repair it, that I needed to remove all password andbackup all information I had on my laptop. After backing up all my informationfrom my laptop, and getting it ready to be shipped to them, I took photos of mylaptop and began searching to see if anyone else was having the same problemand I found so many with the same problems. I boxed up my laptop in the box that was sent to me, copiedall information and placed a printed 1 sheet from there own web site wherepeople wrote in with the same problems but most of them there warranty hadeither just run out or had already been over a year and half. My laptop was taken to UPS on December 29 at 10:38A.M. And it was received by Toshiba on December 31 at 9:30 A.M. For repair. On January 04 at 4:12 P.M. I received a call fromToshiba @ 800-457-7777 telling me they received my laptop and it was beingrepaired, alone with information for contacting them for status, this was ananimation call which needs to be a little slower when given contact emailinformation, I was very happy that I also told the tech I wanted to receivedemail confirming concerning any information plus phone calls, at my home numberand email was given to the tech. January 17 I have not received a call, email, nothingtelling me when my laptop will be returned to me. Its been approx Nine (9Mon-Friday) business days and thirteen (13) total days. So from my ipod Iemailed them asking would they please let me know the status of my laptop, Iwas told it should not take no more then seven days to repair the two rightside USB ports that should have never come loose. Ive always trusted Toshibalaptops and have always told friends to buy Toshiba laptop, but not any morefrom what I'm finding out now, and going through. Im finding more information that this is becoming a regularand major problem with Toshiba laptops. After sending the email I received anout of office email then thirty min later I got another email telling me that Ineeded to call Toshiba that this was an non warranty issue and the cost wouldbe $175.99 with a list of credit cards they take. I was upset, very upset whenToshiba should know USB ports are used on a constant bases on a laptop for yourcameras, external drives, flash drives, ipods, etc. These items are beingplugged in and out of these USB ports and should not come loose or detachedfrom the unit. On January 18 I called the 1-800-457-7777 number at1:17 P.M. Was placed on hold for 42 min, and 35 sec, my phone shows the timeline. When a woman took my call at 1:58 P.M. I asked her name, Dorothy I wastold, she asked me for my depot number and I gave it to her. She then went onto explain to me it would cost me $175.99 for non warranty repair. I said what! You have my laptop for about thirteen days (13) and there was no phone call, email, nothing until I sent email using myipod, the first responds I get was an out of office email then thirty (30) minlater, I get an email telling me my laptop USB ports is an non warranty item. Iasked Dorothy to explain to me why the two USB ports on the right side was annon warranty issue, she said because of damage, I got upset and said there isno damage, Im 58 years old and you plug things into those USB ports externaldrives, ipods, cameras, flash drives your plugging and unplugging items, thatit was even posted on there own web site about this major problem which tellsme this is a defect and she said Im not saying you miss used your laptop butwhen you plug and unplug items the USB ports will come loose and that is whatmakes it an non warranty issue. I could not believe what this woman had just said, and wasvery rude. I told her I was contacting the following people ToshibaHeadquarters, consumers protection, better business, attorney general, and shesaid you contact whom ever you want, are you going to pay the $175.99? I toldher NO! I want a letter explaining what she just told me about the USB portsand I want my laptop mailed back to me.
I told her my laptop is less then ayear old, and it still looks like it came out of the box brand new, I was cutoff because Music came on then she came back on and said did youunderstand what I said, told her no, you cut me off by placing me on holdagain. I told her I want to speak to a supervisor, she said she wouldtransferring me to costumer relation service, time now 2:03 P.M. When a person answer the phone I asked who I was speakingwith, I was told case manager, I then asked her for her name, she said it wasPearl, I explained the problem again to her, and she said the same, due to thefact that your plugging items into the USB port and unplugging, its an nonwarranty issue, I told her who I was contacting, she was also told that Iwanted my laptop mail back to me that I have photos of my laptop that I wasfinding out on there own web site of people posting that had the same problemtold a non warranty issue and they got there laptop back damaged. She said I will make a report and gave me a number. She alsostated that plugging and unplugging things into the USB Ports will make themcome loose, I told her that was a bunch of bull??? She said when you plugthings in you should leave them in, I asked her did she just say, when you useyour USB ports you should leave the item plugged in, she said yes, I told herwhat sense does that make, then why do we need a laptop if it's not portable wemight as well go back to desktop. She said I'm sorry. I also told her there's no excuse to keep someone on holdwith no responds for forty two min (42 Min) and 35 sec, also no responds whenyou have my laptop for thirteen days (13) and you never tried to even contactme at all, no phone call, no email until I emailed you. You called to let meknow you got my laptop but your going to hold it knowing your trying to pull anon warranty and not contact me. I told her everything that has taken place with Toshibaspeaks volume about there company and how they treat there costumers. All shewould say is I'm making a claim report and your laptop will be mail back toyou. I asked her for the tracking number, that all she gave me was an reportnumber she said they will call you with the tracking number and I told her theynever contacted me about my laptop she said she would not have the trackingnumber they would call me. Call was ended at 2:09 P.M. 52 min and 35 seconds. Ispent more time on hold then any help from Toshiba. I did some more searchingand really got upset when I found out who is really doing the repairs if theydo them at all. Now I know why they would not allow me to take it to anauthorized dealer, If I did I would have to pay the cost of repairs. Here's thekicker, Toshiba partnered with the United Parcel Service (UPS) to design a moreefficient repair process. Customers are told to drop off their laptops at a UPSStore, from which they will be shipped to Toshiba for repairs and then sentback to the customer. The laptops are in fact shipped off to an authorizedUPS-run repair facility in Louisville, Ky, where UPS repairs the laptopsthemselves and ships them back to the customer directly. Toshiba does not evenhandle the laptops UPS does. If I had know this and Toshiba should have told me that UPSwould be doing the repairs I would have never sent my laptop to them, they can'tdeliver a package without damage, now I'm really worried about my laptop. Ichecked on Jan 20 for the status of my laptop it's still showingrepair status waiting for me to ok the repair for $175.99, I sent another emailand told them to mail my laptop back to me, gave the report number that Pearl had given me and told them I was not paying anything, to send memy laptop undamaged. I received an email reply stating my laptop was being mailback to me. As of today, Jan 23 it is still showing in repair status, nophone call telling me it's been mail with a tracking number. I want my laptopand wish I had never sent it in, if I had know UPS would be taking it apart. I've also told them that There's two major problems the USB coming loose and lotsare posting about there AC adapter coming loose which is also on the right handside just like the USB ports and calling them an non warranty issue. My daughter has an Toshiba laptop Model SatelliteL355D-S7825 model with the same problem but with this model there's one USBport on right side, two on left side, her's that is loose is also on right handside but her warranty was up when it happen to her. I have kept copies ofeverything, logged everything, kept copies of web sites even Toshiba's site aboutthese problems and them calling it an non warranty issue. And for them not totell you that your laptop is being taken apart and if repaired that it is notby Toshiba but in fact by UPS, which is really important. There's others out there who has posted on Toshiba web sitewho also has not received there laptop also. Don't buy Toshiba every again. OnJan 20 I emailed the repair depot at ToshibaRepair@tais. Toshiba.com tosend my laptop back to me, they are not going to honor there warranty why areyou holding my laptop. Received an email from them, that it would be mail backto me. Jan 21-23 2011 nothing no call, no email telling it's been shipped orany info on sending my laptop back. On Jan 24 late in evening I got an email telling me mylaptop had been shipped on Jan 23 two day air, alone with a link to UPSfor tracking here's the kicker, Tracking Number: N/A so that Tuesday Jan 25 I called them which if the information was correct I should had gotten mylaptop but without a number I can't track it. I got a person name Jesi explainto her, gave her information she need she looked it up and is going to tell memaybe they haven shipped it yet, I read the email to her and she said have totransfer you. I got this time, person name Robin, explain the problem toher, she said she could not find anything either and she didn't know where mylaptop was. So she was going to email them and call me in the morning thenext day, I asked her to also email me. She said she could not do that. Shegave me a REF number. Again I spent more time on hold then I did getting help. Have no clue where my laptop is. Jan 25 No call from Robin, its 2:00P.M. And nothing, Door bell ran at 2:50P.M. It's UPS, got my laptop, video taped me opening up thebox taking my laptop out, being a repair shop that does not honor warranties, when I turn my system it, the first thing I got and it's on video was thatnasty blue screen telling you windows was not shut down that data could havebeen lost etc. Giving options it was on start windows normal, I just hit enter, still video taping it all. Notice my cover for the express slot was missing, other problems, so I called them, again explain to Ray what's missing, he tellsme he has to transfer me. Here goes the games again, after holding and holdingI got a Don, repair Depot center is where my call was sent to. I told Don what was missing; he said did you send it. I toldhim I've never use the express slot the slot cover had never been taken off, and I want my express card slot cover! He asked me to hold on, then he comesback and ask me "What is an express slot cover" I said what? I thengave him the tech ID that had my laptop, I was told to hold on again. He comesback and say well we will mail it to you if we find it, he called out myaddress I told him you will send me my express slot cover period. Also I wanted a Ref number, he said we don't give that, ok, I said I want a Conformation on this, he said we don't give that either. OK, email me what we have talked about here, he said I can't do that, you just haveto trust me. I said Trust you! You got to be kidding me. So when I got off thephone, I email the repair depot and emailed them every thing that was said andtold them I want my cover, I have a large area that is left open on my laptopit was not like that when I sent it to you and I want my cover. I took photosbefore I sent them my laptop. If I had knew before hand that USP does the repairs I wouldnot have sent my laptop to them. I'm not going to let this rest, even If I haveto take them to small claim court. And on most of these model of laptops, theUSB on the right hand side is not solider to the mother board, they are tryingthere best to claim that (repair Depot), I've seen the inside of my model on aweb site that shows the inside. Toshiba knows they cut corners with the itemson the right hand side of these laptops, the power cord plug will comedetached, the usb ports will become detached, why is that and Toshiba knows theanswers but wants to call it an non warranty issue. As of today, January 28 I have not gotten a reply to my email I sent to the Toshiba Repair Depot.
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