I bought a Toshiba laptop in Nov. Of 2001.in Sept. Of 2002 the hard drive quit working. I called Toshiba and got a repair authorization number and took my computer to Office Technology in Neenah, Wi.
They replaced the hard drive and gave it back to me. I had to use the Toshiba set up cd's to reload the operating system and applications. After about 3 weeks the hard drive quit again... Same symptoms as before. I called Toshiba and got another number and took it back to Office Technology and again the hard drive was replaced.
Once again I reloaded the system and applications from Toshiba's cd's. Within a week the hard drive again crashes as before. I took the laptop back to Office Technology. They called me later and told me that Toshiba wasn't going to cover the repair. Same symptoms on 3 hard drives... Tells me that there is something wrong with the computer. Office Technology charge me $40 for making a phone call to Toshiba! No repair, no cleaning. When I asked to see my laptop the tech refused saying he was fearful that I would "steal" my computer. I asked him if he was in the habit of accusing customers of being theives... But that is another story and their manager did call and apologize.
I talked to Toshiba numerous times to explain that it is the same symptoms each time and the only software I have on the laptop when it crashed the 3 times was from their set up cd's. They said that it wasn't under warranty because the last time it was 31 days. I asked what the warrany on buying a hard drive replacement was and was told that was a year... So I asked that the hard drive be replaced with the 1 year warranty. Nope!
When I asked to talk to a supervisor she was the rudest, most abusive customer service person I had ever had the displeasure to talk to.
After leaving my computer on a shelf for about 2 months I decided to try to reformat the hd with DOS 5.0 and then use a commercial version of WinXP (not Toshiba's cd). Now, two years later my laptop is still working!
It was obvioulsy something wrong with their software setup and my computer. I was so disappointed that each time I recommend (2 years later) that a person buy anyhing BUT Toshiba I smile.
Snail mail letters to Coroprate with all the informatio and names was never acknowledged... So I guess that speaks volumes for Toshiba.
I know all the comments from Toshiba supporters... They sell millions of units and it happens that some are not going to be happy. But, because they sell millions and have so few vaild complaints... They should honor those complaints and do what it takes to preserve their customer's good opinion of their company. Not EVERY singly sale has to result in a profit. If I build something wrong I don't tell the customer that I am not going to fix it because I will then lose money... That isn't their problem. I fix it because it is my responsibility to set it right.
It really is cheaper to keep a customer than it is to create a new one. I won't buy Toshiba and it costs the company with each person I steer away.
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