Please reconsider when buying Toshiba - Corporate Laptop Service

Posted By: IT_Man0101001 on 5/25/2006

Location: Hartford, CT


In the following transcript I called for support for a battery issue on my laptop. They came out to replace the motherboard and scrached and dented the back cover.

I called to replace the back of the cover and the part was on back-order for over a month. The BBB did not get back to me after a filed complaint.

Toshiba refused to give me a valid e-mail of their company.

4-10-06 Service req No# 1-354816696

service order no# T1-5V8YEO

They will call to schedule onsite support by the end of today

Called back at 4-10-06 4:36p - Anthony told me that they will send a new battery. I told them they have already sent me 2. I told them that I don’t need another battery - I need the laptop fixed.

Anthony told me they would call me within 4 hours - at my cell phone, if needed.

Service req No# 1-354987386

Case # T1-5VCM35

4-11-06 12:28p No phone call yet I'm going to call Toshiba to find out why I have not received support within four hours. I did however receive the motherboard for my laptop in the mail.

Phone support - Spoke to Ed - Ed cannot help me but he transferred me to Bora at Onsite support. He told me that the technician tried to call me but couldn't because he had the wrong phone number. I told him that I have had it with their lousy service and to get someone to call me within the hour. I reiterated that my phone was *** **** extension *** and cell ******* and I told him that I have voice mail on both. He said he would get someone to call me within the hour.

4-11-06 2:30 pm after numerous phone calls I finally got a technician out. He took the laptop and returned it at 5:30 pm. I brought the laptop home and charged it for 1 hour, unplugged it from the wall and the laptop shutdown. I then put another new battery in and charged it for 1 hour.

Again, the laptop shut down. I also noticed scratches and a dent in the laptop cover that was not there before I gave the laptop to the technician.

4-12-06 9:00a I called Francis at Toshiba and after a half hour of giving him my information, he said that there is nothing he can do. I requested that they replace the laptop at this point and he said that he talked to customer relations and said that they do not do returns even if their technician damaged the laptop. However, he believes that they may replace the cover of the laptop. I told him that the laptop doesn't work running on battery power and I'm sure this issue needs fixing with the cover. I asked Francis to be sure of what they are going to do before they send someone out. He said that they will send someone out to pick up the laptop to replace the screen and any other parts needed by tomorrow.

Still same case # T1-5VCM35
New order # (for service) T1-5W2JLY

04-20-06 (***) *** **** LARRY about 10am Larry called from the repair place and said that he will not come out until I have both parts, the motherboard and the screen cover.

Called Siemens - spoke to Alice - the screen is on back order and has not been shipped. "There is nothing they can do to expedite it. Call Toshiba."

04-24-06 After repeated calls and e-mails to **** at Insight (where I bought the machine), he has said that he will try again to call his rep at Toshiba. Then I realized that when Insight put through our new on-site service contracts, they put the wrong name on 2 of the contracts - The wrong name is (Patrick ********). I called Toshiba Warranty Center to remove the name.

April 24 and called Toshiba -(Anna) and asked her to use all her resources to get the laptop replaced or fix to working order. Even though the screen case is on backorder, she is going to try and send out a technician to replace one of the two motherboards already in my possession. She will call back my cell phone within the hour. It is 10:53 am She called me back telling me everything is all set. A technician will call me within the hour.

A technician did call within the hour on my cell phone ….. from New Orleans (504) *** ****. He tells me he has received multiple parts from Toshiba for my laptop.

Calling Toshiba back….. It is now 12:25 pm -- on hold - no response at 12:42 pm

Calling Toshiba America in Irvine California. Speaking to John ******. 12:46 pm put on hold. He said he would call me within the hour on my cell phone to get someone out. It is now 12:52pm

No phone call and it is 2:32 pm. I called back Toshiba and spoke with customer relations who said that John is on the phone.

2:44pm John calls me back and tells me that he is still waiting and that his communications manager

May 2, Siemens calls back to tell me to call Toshiba because the part is still on back order.

May 2, I called Toshiba to question about the screen - he has no record of the screen on back order. Hung up on me when I requested he continue to try their shipping dept which was busy three times. Ceacar was his name.

May 2, I called John at Toshiba Corporate to see if he could track where the back of my screen is. He said he would do some research to find out and call me back hopefully soon.



May 8, 10:00 am I called Toshiba Global to place another service request for the back of my screen.
I received a new service request # 1-369875785

May 8, 11:10 am I called Toshiba America to find out why John at Toshiba did not get back to me and hopefully get some serivce. He said he escillated the order and he was waiting for them to get back to him. I told him that he told me he would get back to me within a day. He said he would see if possibly he could get the whole screen replaced (not just the back) - but, if I wanted to order the to go faster - I should mail the laptop to him. I said to him what is the point of onsite support if I have to mail it to you. And I proceeded to tell him that I won't mail it because they had shipped another laptop we had repaired to the wrong address, making a week repair turn into a month repair.

May 9, I called Toshiba Global again and the lady said she will escalliate the call and gave me a case number: 1-370454421 After escallation call Brock told me that he would work on the case and if I have issues to call him at (***) ***-****. He said he would call me back to let me know what he could do.

May 9, Brock got back to me. He left a message saying that the part is out of stock and they have no idea or the eta for the part. He is hovever, "Working Diligently" to find out an eta and he will let me know.

1-369875785

May 12, Called back for Brock. Brock not available - spoke to Kem. He yelled "there is nothing he can do because the part is on back order" and they have NO ETA as to when it will arrive.

May 16, Placed an online "Better Business Bureau" complaint.

May 16, 12:00 pm I called John Kelly at Toshiba Corporate to see if I can get a response as to why they just don’t replace the whole screen. John said that he has spoke to me in the past and had requested that the parts facility replace the whole screen and he didn’t know why they haven't. He said that he would follow up with me after he contacts the parts facility.


May 17, Brian? (could not hear his name in vm) called from Toshiba onsite and said that the part was still on backorder but will be shipped out on Monday May 22nd, and should arrive Tuesday May 23rd.

May 18, Syed (the repair tech) called asking if I received the laptop back-cover. I told him it was due in Tuesday, May 23rd.

May 24, Still no part. I called Syed and he does not have the number for the Parts department - He told me to call Toshiba.

May 24, I called Toshiba Global. Speaking to Mike. I asked him for the number for the customer care. He said that he cant give it to me and that he would have to transfer me. I asked him to give me the direct phone # of the Parts department. He cannot. He will transfer me. I Spoke to Brock. I told him that I spoke to him before. He told me that he will find out what is going on and call me when he hears something.

May 25, FINALLY GOT THE PART. The service tech showed up with the back of the laptop. He replaced it. It works great.

After all that - They refused to give me a valid e-mail of their company.

This is a repost from http://www.my3cents.com/showReview.cgi?id=13978