Don't ever put yourself at the mercy of Toshiba Customer Service
Written: Nov 18 '02
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Pros: Some nice features if the computer would actually work
Cons: Worst customer service I have encountered in my life, problem-plagued since the beginning, never repairable
The Bottom Line: Worst customer experience I have had in my entire life. Still unable to power on after SIX repairs , plus over 50 hrs spent on the phone (easily).
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| ribciuc's Full Review: Toshiba Satellite 3005-S403 (PS300U-099CJHD) PC No... |
This laptop has just returned from being in for repair a SIXTH time in a year. As a short brief for Epinions readers, virtually since the beginning this computer has had the following problems:
- sudden inexplicable freezes virtually every hour or so (msgrv32 – Not Responding)
- mouse pointer drifts on the screen although nobody is touching the tracking device, annoying as hell if you want to click on something
- unit heats up to unbearable levels
- sound buttons on the case (used to stop, pause, skip forward on cd's, volume etc) don't work
- the repair people have damaged the case ever since the computer was in the third time, destroying the rubber legs under the case that prevent it from sliding and leaving ugly empty placeholders
- computer doesn't come back from hibernation on reopening the lid
- Iexplorer will close unexpectedly at will causing need to restart
At the fourth or fifth repair, Toshiba actually conceded and sent me an extended warranty for another year, acknowledging I had no actual use of the computer since I've had it.
We have spent countless (no exaggeration) hours on the phone with Technical Support (TS), Customer Relations (CR), Third-Level customer support (the supposedly expert ones), reached levels of frustration where the calmest person feels pushed to profanity, were asked to install and reinstall and reinstall again the factory software, had at various stages virtually every part of the computer replaced, etc, etc. I realize this is sounding unbelievable, even to me. By this time, I know somebody at Toshiba is set on "f...ing with my head", otherwise, I can't explain what just happened today in the latest episode.
Today received laptop back from Memphis repair depot. Says job number 3869847, case number 1-153PDA, tehnician Max Reid.
Upon opening, this note was attached. Computer had come back only two days after being shipped to them, hardly the time to devote the special attention you'd expect for a laptop coming in the sixth time.
Upon inspection, laptop:
- still doesn't have rubber legs reattached as requested after they had destroyed them in previous repair
- has not had the screen replaced which they also damaged (left stray mark) in previous repair
- most importantly, WON'T TURN ON! On powering on the system, repeated beeps show something is not in order, and the screen stays black, nothing happens.
A COMPUTER COMES BACK FROM BEING IN THE REPAIR DEPOT THE SIXTH TIME, AND IT WON'T EVEN POWER ON! THAT'S THE CUSTOMER CARE TOSHIBA WILL DELIVER TO YOU!
Too late to call CR, so I call TS. Lawrence tries to be helpful, although he can obviously sense my peevish irony at the situation. He has me do every possible bootup sequence, with and without battery inside, with and without the Escape key pressed, makes me plug in the monitor from my desktop into the laptop to see if it's only the screen that's bad, all without success. Black screen, beeps, and system won't power on. We spend 40 min on the call.
Lawrence promises he'll send another repair box in up to 2 business days, and he "can offer me assurance that he will put a note in that when they receive the system they should take extra care to return it to working condition." I morosely comment "isn't that what they're supposed to do even without you putting in a note? Isn't me sending the computer in for repair a note that they should return it to working condition?"
Anyway, will be waiting for their box. Meanwhile, I have forwarded details of this affair to the Better Business Bureau. I intend to call them tomorrow to offer this latest saga and ask what legal remedy I have.
If anybody has the phone number of a Toshiba America Information Systems executive, please let me have it at ribciuc@hotmail.com
I'd give a week's salary for a word with them directly (too bad their Customer Relations doesn't have a way to escalate my call to them).
If you ARE a TAIS executive, you've crossed the wrong customer.
Robert Ribciuc (Investment Banker, Harvard graduate)
Recommended:
No
Amount Paid (US$): 1900
Operating System: Windows
Processor: Intel Pentium III
Processor speed: over 1000
Screen Size: 15 inches
RAM: 128
Internal Storage: CD-RW and DVD
Hard Drive (GB): 21-30
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Epinions.com ID:
ribciuc
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Reviews written: 2
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