Toshiba America Information Systems, Inc
Poor Customer Service

I purchased a Toshiba Satellite L755 (Serial # 6B222615W) for my new career as an insurance agent. I use my computer daily: To communicate with my home office and clients, follow up on current and pending client cases, and to run illustrations for current and pending clients. Until mid July I was completely happy with the performance of my computer. However, on July 19 the windows application on my computer stopped working. I communicated the problem with both Toshiba and the tech support team from my company. Toshiba tech support was unable to get the windows application to work and my companys tech support team was unable to get the computer to function without the windows application functional.

Since my computer came preset with Windows, I was given two options: mail my computer to the Toshiba laptop repair facility which could take 7-10 days in repair time or have the start up software mailed to me which would also take 7-10 business days without the guarantee of fixing the problem. As I explained to the Toshiba Tech support team, being without my laptop is almost like jail or death to my career as an insurance agent. I would unable to meet the commitment of current appointments or scheduled future appointments. I would be unable to respond and check the status of time sensitive information regarding my clients and it would be useless for me to go to my office because it is wireless.

At the mercy of Toshiba I mailed my computer to your tech support facility. During this time Ive had to suffer the embarrassment of my own credibility for not being prepared for appointments. I did receive my computer back yesterday; however it now has more problems than it did went I sent out over a week ago. (Replaced systemboard/HDD/checked DMI/updated bios to 3.50) Not only is Windows still not working, but now I have green grid screens running vertically across my screen. I called tech support again and they were unable to fix the problem.

I was then escalated to a case manager but she only offered me the option based on my warranty to resend my computer back to a repair facility and it again could take an additional 7-10 days for repair. I explained to her that this was completely unacceptable and that Im losing thousands in potential commissions. Im not sleeping at night due to the fact that every time I wake up, all I can think about is I cant get back to work and that Im at the mercy of Toshiba sending my computer back in working order. So now Im at the same point I was 7-10 days ago, no appointments and the prospects of not making any money for at least another 10-14days. Based on my experience and my treatment, my opinion of Toshiba has been greatly diminished and my computer is still not in working order.

Company: Toshiba America Information Systems, Inc
Country: USA
Site: toshiba.com

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