Toshiba
Reviews and Complaints

We had purchased a Toshiba Satellite laptop (Intel - Core i5) during the end of December 2012, within the next 6 months our laptop which was used only for home purposes suddenly crashed.
We took the laptop to the authorized service station to enquire about the problem and we were informed that the hard-drive has crashed.

The service center agreed to replace the damaged hard-drive since it was covered under warranty with a new Hard disk. We struggled with the new hard drive since the system had become slower than before, since we use it only to check emails we didnt bother much on performance.

Recently the laptop seemed to progressing towards another hard drive crash - hence we started to back up our data on desktop and my documents as soon as possible. This is when we realized that there were numerous pictures of someone else stored in one of the drives via a samsung device. No one in our household has a samsung device since most of our products are either from Apple or from Canon. When we checked further we realized that the pictures were originally stored in the hard disk prior to replacement.

This is when we realized that the Toshiba Authorized Service center in Bangkok - Thailand had replaced our damaged original hard drive with a second hand hard drive. They were supposed to issue and fix a new hard drive but instead they thought it wise to give the customer a second hand hard drive and claim it under warranty.

We decided to make a compliant and called the Toshiba Service Center in Siam Paragon on +66 [protected] (telephone) we were informed that the serial number of our laptop didn't match the service records stated by us. Instead they had a service record listed for a dvd drive change from a Toshiba shop and nothing recorded for a hard drive change with their Toshiba service center in Bangkok.

This is a horrendous and outrageous experience since we bought the laptop from a authorized dealer, serviced with the Toshiba Service Center and even then we got cheated and scammed by Toshiba's own employees. Now we are not sure what else was changed from our laptop and are keen to get answers from the Toshiba Management team.

I am going to write a mail and also call the Toshiba Care center in Singapore to see if they can assist in any way, this is the worst experience of my life and I feel like the biggest idiot who got conned/scammed by the company that sold me the product in the first place.

My name is Elaine MacDougall and I have been an avid Shoppers Drug Mart customer for at least 25 years. I am also a very enthusiastic collector of Optimum points. However, I have a very serious complaint for the first time. Yesterday my husband and I went looking for the above-mentioned Notebook. We visited 10 Shoppers Drug Mart locations in Nova Scotia today -" Forest Hills, Portland St., Tacoma Drive, Wyse Road, Clayton Park, Sackville, Lacewood, Dutch Village Road, Larry Utech and Bedford. The first 8 locations said they did not receive the Toshiba Notebook that was advertised in the flyer. The 9th location (Larry Utech) said they did have one but it had been in the store for a very long time and was purhased this morning and they hadn't received any. The lady "Trudy" at this location was very helpful and called the location in Bedford and spoke to a young man named Tyler. He said he had one and he would hold it if we could be there in 15 mins.. We put everything in our cart back and got there in 15 mins only to be told by Tyler that he did not have one. He was mistaken. In summary, we are very disappointed in the fact that this Notebook was advertised in your flyer and that none of these stores had received this item. Also this was the only day that we could receive 20X the points so we not only could not purchase the Notebook but we are also out 70, 000 points! I do not see the point in advertising WHILE QUANTITIES LAST AND NO RAINCHECKS WHEN NO QUANTITY EVER ARRIVED AT THE STORES.

I recently bought a laptop toshiba satellite in Lulu Hypermarket located in Madinat Zayed Shopping center. After 15 days, the speaker got busted. I brought it back to the vendor and I was told that it will take two weeks to repair it. I called the Toshiba ware house in Mina where the do servicing to speed up the process. But I am unfortunate. They called me that the laptop will he ready in 4 days more. After 10 days I got a call from the technician to asked about the password to check the replaced speaker. After an hour he called me again to tell me that the audio for headset I also busted and they need another 1week to repair it... really it is very disappointing. I don't recommend people to buy this brand... first the parts are not lasting and second the service is slow as turtle. Service centers main lack of spare parts... how is that?

I called Geeks on Site to recover some deleted files that got deleted from my recycle bin. As soon as the tech got to my house, (he barely spoke English) he told me that what he needed to do was going to take about 3 hours or more and that I had 15 minutes to upgrade to the 4-hour block at $297 or it was going to be $99 per hour. As soon as I upgraded and got off of the phone, he told me that he could not recover the data from my recycle bin. All he could do is clean off my hard drive and then restore my computer back to the factory defaults. This process took over three and a half hours and the process to reinstall the factory defaults took over an hour. All of this being said, I got was a blank computer. I had over five years of file cleaned off of my computer. This was not what I asked for and when I called the Customer
Service department, they told me someone would get back in touch with me.
When they finally got in touch with me, all they wanted to do is give me a 10% discount and one hour of free work. I told them they could keep their 10% because
I wanted a refund of $198.00. I was willing to be charged $99 for an hour. Geeks on Site is a rip-off and I would not every use or recommend anyone to use this company.

My mother purchased her Toshiba a little more than 9 months ago. Immediately she noticed that the notebook was rather difficult to open and shut, but assumed that it was normal and continued to use the computer. Finally the stress from this difficulty caused the screw bolsters that held the hinges together to strip and fall out. I called and talked to a foreign representative who refused to take the computer back for repair, even though it was under warranty. I requested a case manager (Zachary) who upon listening to my description was very helpful. He agreed that the damage was the result of manufacturer defect and had a box shipped to me for return and repair. I included with the device a detailed note describing the nature of the damage and what caused it. Upon the device's return to the US repair depot I received a short call from Rebecca stating that the damage was not covered under warranty. I contacted her back to find that the computer had already been shipped back to me unrepaired. I calmly expressed my dissatisfaction that the computer had not been repaired as I had been led to believe it would. She responded that we should have immediately sent the computer back when we realized something was wrong and it would have been repaired. I responded explaining that is exactly what had been done. She could not argue with the fact that we had sent the computer as soon as we realized something was wrong and stated that the device had been sent back and had not been repaired. I gave Rebecca the benefit of a doubt and supposed that it was not her decision to refuse repair and asked to speak with someone else which she declined, stating that she was the supervisor. Upon realizing it was Rebecca's decision to not repair the device I told her how disappointed I was and told her that I would be posting my unfortunate experience with Toshiba wherever possible, to which she nastily responded (which was her disposition from the beginning of the conversation) "whatever you have to do to make yourself feel better". I was shocked and asked Rebecca to repeat what she just said, which she did. I couldn't believe it. I've been self-employed for years and I would never, ever think of responding to a customer (even an unruly one) with such a remark. I asked Rebecca how she ever got a position working in customer support with such an attitude, and that since she insisted on being so rude I would be sure to mention her name when further discussing this issue with Toshiba as well as in my online complaints. I hung up and called back into the Toshiba calling center, where I spoke with Jason. He attempted to connect me with a case manager to discuss the issue but then stated that none were currently available. He asked me to provide him with a phone number and indicated that a case manager would give me a call back within an hour. I specifically asked for Zachary again since he was familiar with my case. It's been over an hour and I'm still waiting for a return call. This is not how I expected to spend my day off. I will never buy a Toshiba product again (this is the second time I've had to deal with an incredibly rude and nasty individual related to their customer service) and recommend that you do the same. They do not stand behind their products and employ individuals who are not cut out for dealing satisfactorily with a customer base (such as Rebecca, who can be reached at [protected]). I do hope that I can get back in contact with Zachary as he was very apologetic and interested in helping me to get the device repaired, but I'm not holding my breath.

I bought a Toshiba 40 inch HD Television in February, 2013 and the screen went completely black in June, 2013. Toshiba refused to replace the defective TV, insisting that my warranty ONLY cover repairs. They replaced the power board a week ago, which did NOT fix the problem. Toshiba then determined that the panel (screen) needed to be replaced, but after 4 days of trying to get the panel shipped to the (third party) repair service, Toshiba is now telling me that the panel is TOO EXPENSIVE, and Toshiba is reluctant to replace the panel due to its cost. I've now been without a televison for 3 weeks and there is nothing being done to repair it.
The real problem is that Toshiba has designed a warranty/customer support system that is designed to FAIL, putting all the responsibility on their customers to deal with automated phone systems and lengthy repair procedures - apparently expecting that some customers will eventually give up and Toshiba will not have to fix their defective products. At this point, I've spent MANY hours on the phone with Toshiba and thereis no solution in sight. I now need to decide if I should cut my losses (paid over $400 for the TV at Costco), and just buy another TV. Costco's concierge service refuses to do anything other than defer to Toshiba.

My laptop is very hot especially when the power plan is in Balanced mode. The area around the touchpad is also heating up.
I have been facing this problem from 9 or 10 months after the date of purchase. Also the DVD player is not playing many DVDs, CDs.
Battery is able provide power only for maximum 40 minutes though I always unplug the power cord when the battery is fully charged every time.

On October 12, 2008, I purchased a brand new 40 inch Toshiba Flat screen television, as well as a $169.00 four year replacement plan. I was told by my sales person when I purchased this plan that the first year would be covered under warranty by Toshiba and then my plan would kick in the following year, leaving me covered until October 12, 2013. Within 82 days of purchase, my television went BLACK. I immediately called Best Buy, told them I was bringing the television back to which they said NO. I was told the television could only be repaired. REPAIR? A brand new television less than ninety days old., costing me $1000.00 and they say NO. NO way!. Well after writing Best Buy numerous times and plcing numerous calls, and getting no response, I finally agreed to the repair which by the way took over six weeks from pick up of television to repair. Now comes December 21, 2012, same thing again, television went BLACK. After contacting Best Buy I was told that the information I was given was wrong, and that the replacement contract starts the day of purchase. Well if it is a replacement contract why did they not replace a brand new $1000.00 television that went out after purchase within 82 day of purchases. UNACCEPTABLE TO SAY THE LEAST. I WAS TOLD THAT MY REPLACEMENT CONTRACT ($169.00) RAN OUT OCTOBER 12, 2012. Alter getting the run around and being transferred from one department to the next, I finally made contact with a human being. He refused to have my $1000.00 television repaired even after checking the records on it, and seeing that it had to be repaired within 82 days of purchase and instead told me all he could offered me was a $300.00 gift card to Best Buy. I asked if he could offer me a higher amount so that I could put it towards the purchase of another television, he replied NO. I pointed out that Best Buy refused replacement of a television that was obviously a lemon from the time of purchase if it had to be repaired within 82 days of purchase. He was not interested. I received my $300.00 gift card and have NO plans to redeem it . To some you may say well the television is four years old and maybe that is why it had went out. And if this was the first time, I would wholeheartedly agree with you. BUT, MY argument is, if Best Buy had not refused me when I attempted to return what was a brand new television when it first broke down WITHIN THE FIRST 82 DAYS, then maybe I would not be in the same situation with the same thing happening (television going black) yet again. The television had to be a lemon when I purchased it. I don't believe I am being unfair. I believe that Best Buy are the culprits here when they refused to let me return a brand new $1000.00 television within 82 days of purchase that had to go for repair. I have filed a complaint with the BBB, and they have sent two notices to Best Buy, who have yet to respond. In closing I would like to say, that Best Buy should do a better job of educating their sales people on their replacement plans, so that the consumer is given the correct information, as best Buy has the highest cost for their replacement plans I have seen so far. Also, Best Buy needs a course in customer service training, as to learn how to better treat their customers who work to buy their products and are treated in a less than customer service friendly way when situations like mine arise. I thank you for your time reviewing my complaint, and I am still hoping for a resolution that is fair. By the way, their are numerous Replacement Plan complaints as well as CUstomer Service Complaints on Best Buy. FOr a company of this magnitude< I find this to be UNACCEPTABLE as well. Thank you for your time.

I'm posting this on every available website so that other consumers will not make the mistake I did by buying a Toshiba laptop.

I purchased a Satellite P845t-S4310 as a birthday present for my daughter. Right out of the sealed box, the touchscreen did not work. I called their technical support number and was first told that the laptop was NOT touchscreen capable. I pointed out that the specs on their website said it was and there was a sticker on the laptop saying it was a touchscreen.

After a couple of different calls, I was able to get them to agree to fix it under warranty. They received the laptop on 11/28/12. On 11/30/12 their repair status website showed the laptop as having been repaired. After a week of waiting for it to return, I called them again and asked the status. They said it was, in fact, not repaired.

Another week goes by and I call again. This time I was told they were waiting on parts that would not come in until 12/14/12. I called on that date and was told the parts would not be in until 12/17/12. I called on 12/19, 12/20 and 12/21 and each time was told they would check the status and call me back. They didn't. Finally they told me that the one part had come in, but now they were waiting on another part.

To date, I still have not gotten my laptop back.

Principal to Toshiba's customer service failure, is their ridiculous hierarchy. You first talk to a person that is completely ill-equipped to solve your problem. Then your call is “escalated” to a “case manager” who is only marginally more adept. Here's where the breakdown gets worse. It is very unlikely that you will ever speak to that same case manager again. Which means you don't have anyone who is “invested” in providing a solution. You have to explain everything over and over again.

Additionally, the case managers have no authority to make the necessary decisions to resolve issues. Plus, they will not let you talk to anyone higher up the chain. In my case, I asked that they just send me a replacement laptop. After all, mine was broken out of the box (or was manufactured to the wrong specs). They gave me the runaround saying that enough time hadn't passed to authorized that kind of action. When asked how much time needed to pass, they said it was handled on a case by case basis. When asked why my case didn't warrant that action, they said that because parts were on order, they couldn't authorize a replacement. I asked what they would do if the product was irreparable. They said they would provide a replacement. I asked how long I have to wait for a part before they deem the repair time as too lengthy. The said one week. I asked how that time frame was determined. The said, you guessed it, on a case by case basis. I asked who makes that decision. They said a upper level case manager. I asked to speak to one of those people. They said, “it's not our policy.”

Bottom line: DO NOT BUY A TOSHIBA LAPTOP

Look at all the negative comments regarding this company. Years ago, they used to be a leader in laptop design, sales and service. Not anymore.

UPDATE: On 12/24/12 I spoke with yet another case manager who contradicted what other case managers had said regarding a replacement laptop. He said it couldn't be done and if my laptop was irreparable they would have to look at other options. Still getting the run around, nearly 4 weeks after they received my laptop for repairs.

I bought a Toshiba laptop about 5 days ago and I've already had problems. The computer is slow and glitchy. It doesn't load my pages at all and the touch pad quit working. I had to order the tech support calling system to fix these problems and even after they were "fixed" they still aren't working. Thanks Toshiba.

This complaint is due to Toshiba not honoring their One Year Standard Warranty for Computers for the Portege Z835-370 laptop I purchased this year.
4/6/12 - Laptop was purchased and delivered defective. It had a slightly warped case and a small black area on the right side of the screen. The defects did not affect the operation of the laptop and I could not return the working laptop w/in 30 days due to job requirements.
9/21/12 - The defect in the screen grew larger and the screen could no longer be read due to lines and discolorations. This occurred during normal use. I called Toshiba Technical support. The customer service representative informed me that the defects were covered under warranty and Toshiba would repair or replace the problems. A prepaid box from Toshiba was delivered to me and I sent the laptop in to Toshiba's Depot per the instructions.
10/3/12 - I received notice from the Toshiba Depot that I would be charged $459.00 to complete the repairs on the defective components. I called Toshiba's Technical Support and spoke to several customer service representatives including Cesar who again confirmed these defects are covered under the warranty. However, Toshiba will still not honor the warranty.
My defective screen: http://i50.tinypic.com/15dbclk.jpg
Another defective Z835 screen with the same exact problem: http://goo.gl/K8V1v
Many Amazon complaints about the screen and body: http://goo.gl/C1Dee
Cnet Review "Screen cracked within a week of purchase." http://goo.gl/tlutK
Another complaint about the screen cracking w/in a week: http://goo.gl/e3qcj
Laptop body wobbling on flat surface: http://goo.gl/Nffzz (page 2)
The Toshiba warranty: http://cdgenp01.csd.toshiba.com/content/support/pdf_files/stdwar/gma501082010_web.pdf

July 31, 2012

RE: Notebook model E305-S1990

Unit Purchased on: May 16 of 2011
LCD Screen failure occurred on: June of 2012

System included 2-yr warranty: In Warranty until May of 2013

Additional ‘SystemGuard” 2-yr
Accidental Warranty purchased 2 days from notebook purchase date, later was denied
due to “sales associate's providing us with the wrong plan”, but kept
the money for over a year. Never appeared on system profile!

Case Housing Initial fatigue: Started to manifest by beginning of 2012

Toshiba of America
9740 Irvine Blvd.
Irvine, CA 92618

In trying to service the LCD screen from seemingly a slice on the right side whereby the display has an internal line with a dark black toner-like color is in the center and several rainbow colors surrounding the rest of that part of the LCD screen.

This was not expected to happen since nothing in the LCD area would indicate that the notebook was in anyway subjected to any physical damage or misuse. We immediately contacted Toshiba technical support to describe this issue and proceed with the process to have the notebook repaired.

The only other issue that was not clear is that a few weeks prior to this, we had to contact Toshiba because the battery was excessively overheating and not charging. Because of that, we needed a new battery before the notebook would charge. So Toshiba had sent us the battery to replace the one that had quit charging. However, upon receiving the new battery and within the initial day of using the new battery, the screen issue just happens to appear. We all thought how strange that within a period of 24 hours, the LCD decides to display this rather strange line with rainbow colors and a black toner-like line that crosses the right side of the screen

My daughter contacts Toshiba to report this issue and Toshiba starts the process to ship her notebook in order to be repaired. A shipping box arrives and the notebook is placed inside and shipped to Toshiba repair center. A couple of weeks go by, so my daughter decides to contact Toshiba to get an update on the repair status. She talks to a manger who informs her that her unit is readying to be shipped back to her and that this is likely to happen within the next day or two, however, because of the time for it to ship, it was not to arrive before the 6th of July which is a couple of days too late since we would not be at home and are not to be around in the country for two more weeks until the twentieth. So my daughter tells the manager to hold off the delivery until then.

Upon our return from vacation, we discover that the notebook had been delivered some two weeks too early. Luckily, our stepson was at the time present when UPS was making the drop. Regardless of how we thought as inappropriate for Toshiba to have ignored our request, we were glad that somehow it had made it safe and now our daughter will be able to use her repaired notebook.

Upon opening the box and immediately when the notebook was turned on, we just realized that Toshiba did nothing to repair the notebook and just sent it back in the same condition, un-repaired. We were very upset since the manager who had talked to my daughter, just a few days prior to shipping, had mentioned nothing of interest to her. All what we heard is that the notebook is just few days from it being fixed so it can be shipped back to us.

We called on the weekend and were given that the LCD was not repairable due to it being "damaged". Toshiba cannot repair “damaged” LCDs. I was not able to talk to anyone of significance and was given a case number and need to wait until Monday morning.

On Monday morning I call the number provided to me by the Toshiba support center and wait for the Case Manager to get on-line so we can discuss the reason why my daughter's notebook was not repaired. A case manager proceeds to tell me that the notebook was returned to us because when Toshiba had asked my daughter to pay $320 to repair, she never replied back and that's why the unit had been shipped back in an unrepaired state. I ask the case manager if they were certain that my daughter was aware of this, she said that they had called and informed her of this issue. I turned to my daughter to ask, and my daughter confirms to me that she never did receive such a call and that all what she knows is that they were only a few days from finishing the repair and shipping the notebook.

Again, I tell the case manager that nobody had called us regarding this issue. The case manager stated similar to “either way, if you wanted the unit repaired it will be at a cost of $320”. Asked the case manager of how is it that the warranty does not cover this issue. She said that any damage of an LCD it would be not covered by Toshiba. Inquired from her of the meaning of the damage, she proceeded to tell me that they will never warranty any LCD repairs and that the LCD is not part of any warranty coverage. Again I referred her to the warranty documentation that came with the notebook, she said regardless what the warranty document states, Toshiba had multiples of warranty documentation but the main thing is that they never cover a "damaged" LCD. Then she proceeded to suggest that the unit must have been abused by my daughter and I would not know whether she had subjected the notebook to misuse. She mentioned that a physical damage is evident by pointing to the power supply port on the side of the notebook case and that has been documented as reason to believe that the notebook had been "damaged" and an indication of careless use. This was why the LCD screen was "damaged".

I repeated to the case manger that where she is pointing is a very isolated section of the notebook case. The power cord goes into the power port and is a very limited wear and tear issue. I asked her to provide me with any physical damage that appears anywhere on or by the screen area. The case manager kept on repeating that the repair depot people have determined that that was a cracked screen and that's it nothing can be changed about that. Was not getting anywhere with this case manager. I was getting very annoyed by the fact I was talking to someone who was going to make a decision that was more from a business rather than a factual standpoint.

Decided to call back and requested to talk to another case manager, another case manager came on and I explained my frustrations of needing to talk to someone who is more technical and not just a business individual. She explained to me that based on the repair depot, the notebook would not be covered. Again, asked her to refer me to a section with the warranty documentation where it is stated that Toshiba would not repair any "damaged" LCD. This case manager said that's very easy. The real issue is physical damage to the LCD is evident and that alone will deny us repairing it under the warranty terms. Again, I asked her to explain where the physical damage to the LCD was. She proceeded to send me photos of what the repair depot had sent her. Once more, I asked her, does she know of any actual physical damage and she kept on referring to the images. I informed her that there is no physical damage to anywhere on the LCD no scratches, no dents, no marks no scuffs. Additionally, the outside cover to the LCD panel has no physical damage either. No Scuffs no scratches no dents nothing of the sort.

Only issue they are referring to is where the power port is on the bottom housing case, due to the power cord's connector pressure, there is a crack that had formed. This is also known as wear and tear because the connector is always going to be applying force at that point, especially when the notebook battery was failing to charge. Most likely, the design and fabrication were not well conceived and that's why the structural integrity of that particular point is failing. Wear and Tear is not the same as abuse or misuse. Again this is a very isolated section within the housing case. Not anywhere near the screen.

Once more, I informed the case manager that the screen damage is internal and it is very unethical for Toshiba to swindle the consumer out of his/her warranty coverage. Again, she referred me to the screen shots. Very annoyed by the situation, I expressed my frustration of needing to be talking with someone who has technical knowledge rather than being referred to someone else's determination.

In my opinion, this is a ploy to deny coverage to consumers who are legitimately covered under the terms of the warranty. The real reason the screen did get "damaged" is related to the old battery overheating/new battery that was sent to us. How coincidentally that within 24 hours of installing the new battery, the LCD screen decides to show that internal defect and it was not a simple defect. The pictures show the seriousness of the internal failure within the LCD.

In my entire professional life and as a consumer as well, I have yet to witness any more incompetence in how a technical issue was mishandled. In my opinion over the time in between when the battery started exhibiting the issue of not taking in any charge and overheating from 3-4 months earlier. At that time Toshiba support did a little maneuver where they were able to partially restore the battery to at least take in some charge. However, after a while it was evident that that fix had only done a partial repair and later on, and because of the constant overheating, it became clear to us that this issue will require a serious solution. So we contacted Toshiba to let them know that their attempt to fix the issue did not restore the battery to a state whereby the charge was being retained nor was it actually charging to the point where you always needed to keep the power cord connected at all times in order for the power to operate the notebook.

Now, there was no reason that the screen would malfunction because of a battery not retaining its charge, but perhaps, when the battery would not take in the charge, the power supply was somehow heating up the notebook and as a result it manifested into eventually causing an internal failure to the LCD liquid. Or maybe the new battery somehow caused this issue.

As to the power supply port, I have witnessed similar failures on other notebooks which I have used in the past and it is normally related to inferior fabrication or material used in the manufacturing of a notebook. However, regardless of how defective the power supply port on these notebooks, all of the other notebooks were operable for years after this sort of defect had manifested and none had any issues pertaining to the failure of the screen.

Also, all corners, 4 for the LCD lid as well as the 4 other corners in which the notebook housing is located, the notebook base, show no scratches nor any blemishes nor any dents or marks whatsoever.

So how is it that these case managers proclaim that the notebook has been physically damaged? Again, no body denies that the screen has been internally damaged. But how can you determine that such damage was as a result of physical abuse when all outside screen material still is as clean and as intact as if it were brand new? This lets me conclude that the damage, internal to the screen must have been caused by something other than an external impact.

For Toshiba to insinuate that it must have been an impact from a drop of some sort or an improper handling of the notebook that have caused this, is as ludicrous as it gets. Again, no physical evidence is there to support such a theory. But the only sure thing about this is that Toshiba was making a determination in honoring their warranty coverage by its drive to make an expensive notebook failure the ownership of its customer and save Toshiba a bundle of money in denying a legitimate claim from being repaired under the warranty terms.

In addition to the standard 2-year warranty, we had paid for SystemGuard accidental 2-yr warranty only to be told that the sales associate sold us the wrong plan? Somehow whoever does the accounting has forgotten to link the money paid to the warranty. So after collecting the warranty cost from over a year ago, rather than fix the notebook, they have decided to refund their cost to us. This was ONLY AFTER we vigorously provided proof of having purchased this plan. It never was linked to my daughter's profile. I wondered how that was possible for their associate to assign the wrong plan. Even when a consumer tries to purchase an extended accidental plan, there are two pieces of information that need to be entered, namely the Part Number and the Serial Number. So how is it possible for their associate to pull the wrong plan? And why is it that there was no plan associated to the notebook, since the serial number is the very piece of information that you need to input in order to search for the qualifying plans.

Early on yesterday, I contacted Service Net to inquire as to the status of the order from 5/18/2011. They were not able to help me without contacting Toshiba Customer Relations. Spoke with Jesse with Toshiba customer relations. Says he was the only Jesse in his department. Jesse proceeded to tell me that unless the notebook serial number is showing on the accidental policy, nothing will get done about the repair to the notebook. He then resumed telling me that there is no way for him to know whether this notebook had any association to the policy purchased. He wanted me to prove to him that the policy purchased was actually for my daughter’s notebook and not some other Toshiba product that we own. I informed him that this policy was purchased only 2 days after the purchase of the notebook and that besides a Toshiba TV which we have owned since [protected], this was the ONLY other Toshiba product that we have purchased. He was very rude and abrasive. He was implying that we were trying to defraud Toshiba. So I decided to end my call with him

Later on yesterday, I contacted Marie at the Direct Sales Department and inquired as to the reason plan WSNPEGP2D was not valid for my daughter’s notebook. Marie stated that the reason was that our notebook came with a limited 2-year plan and that the plan that the Toshiba direct sales associate had entered was for ONLY notebooks that came with a one year limited warranty. She then provided me with the plan WSNPFGP2V as the one that should have been assigned to the notebook. Again, asked her that does it make sense that the consumer be responsible for an error that was committed by their associate? Again, no answer other than that they have decided to resolve this matter by refunding us the money paid to purchase the 2-year accidental plan. She said that she will email me the URL to reference the warranty details.

Today, I called back Marie at [protected] to let her know that no email was received by either me or my daughter regarding the accidental plan details. Spoke with Trish who said that she is going to hand deliver my message to Marie. I just received the email from Marie. Within the message listed the URL for two different plans. One shows the “correct” plan and the other references the one that they have selected for us. I informed Marie that if you entered the notebook information, the System Guard will still require that the unit be with “at least” a one year term. It does not show that the plan is only for notebooks with a one year standard warranty. This tells me that sales department of Toshiba still has not fixed the mistake. Or possibly, there is no such mistake and they are attempting to avoid honoring the repair on the notebook.

Continued to ask of Marie why is it the consumer at fault when this plan was selected by their own sales representative? Also, how is it that the product profile does not reference this so-called accidental policy. No straight answer, but she admitted that it is a mistake that was done on their end. But nothing can they do since the decision was to refund the money.

It only makes great business sense to conceal from my daughter all means of qualifying to repair as well as the cost already received by Toshiba that should have qualified her notebook to be covered, regardless of how accidental the “supposed damage” would have been. After all, the cost to repair the notebook is more than the cost to buy the accidental, “SAFEGUARD” policy. All SafeGuard policy holders, watch out?

It is preposterous, as it is disingenuous, to see a company resort to maneuvers and tactics that further tarnish its reputation. This is a consumer who had purchased a product with two valid warranty policies, but was denied to use either of the policies to protect herself from hardware or accidental failures.

When a consumer is denied the protection of not just one, but two warranty policies under which s/he should have been protected; there are multitude of reasons for people to be highly skeptical of Toshiba.

Similar issues would have been immediately accounted for by other reputable notebook companies, but not Toshiba. Evidently, when it’s time to take care of hardware failure, Toshiba’s warranties or words are meaningless.

This will be the last time that I will purchase a Toshiba product, ever.

Log above does not reference all attempts made to be in contact with Toshiba Tech Support, Direct Sales as well as Customer Relations departments.

My Toshiba Portege Notebook computer has a defective hinge on the cover. The hinge broke when I opened it, rendering the computer almost unusable. Toshiba refused it repair it, even though it is still under warranty - claiming the broken hinge is "physical damage" and not covered under their warranty.

When you think about it, many of the problems with a notebook can be classified as "physical damage." Sticking keys, broken hinges, loose parts, etc. I would recommend that you stay away from Toshiba Notebooks, and in particular the Portege line - I believe they are using such lightweight materials in their quest to lower the weight of the notebook that they are prone to problems like my broken hinge. Since they will not honor their warranty and repair such problems you end up stuck with a useless computer.

It is important to note that Toshiba has already settled one class action lawsuit filed against them because of broken hinges on their laptop computers. Apparently the problem continues and you can see many complaints about this on the internet.

Toshiba's computer repair department suggested I contact Consumer Relations to discuss my complaint. This turned out to be an hour of wasted time as Consumer Relations told me that do not have the authority to overrule a decision of the repair department (imagine that - the technocrats are in charge).

Toshiba has the worst customer service I've ever experienced.

I use my Satellite L650 laptop only for my evening graduate school classes. After about 6 months, the E key came loose and now doesn't function properly.

I called Toshiba and they told me to purchase a box for $25 to send the laptop to their repair center. I purchased the box, sent in the computer, and asked them to fix the E key.

I received my laptop back a week later. The E key was still broken and they replaced my entire hard drive! All of my documents and programs were gone, and the computer was even missing the programs it came with originally.

After three calls to customer service, a case manager informed me that my E key can't be replaced because the damage was caused when I dropped the computer (which I didn't), and there is nobody at the entire company of Toshiba who has the ability to refund my $25 even though they told me to send it in. She also told me that there is nothing they can do about my hard drive and they will not replace my missing programs, even though they originally came with the computer.

I've never been so frustrated with a company.

I purchased a Toshiba laptop about in July of 2010. Everything was working just fine. A year later, the left-click mouse button became loose and would get jammed under the case. I contacted customer service/tech support. I was shipped a box, to which I immediately packed my laptop and sent it in to the Repair Depot. 2 days later, I get an email from the Repair Depot stating that they found a leakage on my laptop that affected some areas of the laptop, such as the keyboard. The leakage was not covered by the Warranty. I asked if the left-click mouse button was affected by the leakage or was it caused by the leakage and they said, "No". I asked them not to fix the leakage and just fix the mouse, since the mouse was covered by the warranty.

The Depot refused to do so, until I paid $325 for the leakage problem. I fought with the Depot and was told I needed to speak with a Case Manager regarding the issue. I was transferred to the so-called Case Manager and was on hold for 30 minutes. I couldn't wait any longer and hung up. I called back again, and got Customer Service on the line. I explained the situation and was told that I needed to speak with a Case Manager. I was transferred again and again put on hold for another half hour. It was getting ridiculous. I hung up again and called the following day.

Again having to go through the same story, and explaining the situation again, I told the person on the phone that I refuse to be on hold again for a Case Manager that I believe didn't exist. The person on the phone said that she is personally going to escalate my claim to a Case Manager and swore up and down that I would hear from someone within 1-3 business days. 3 business days later, I heard from no one. I called back again and got a hold of some sort of supervisor, who of course wasn't able to assist me and told me that I need to speak with a Case Manager. I told him I refuse to be put on hold again, as I knew the Case Manager wouldn't pick up. Funny enough, he transferred me anyway, to which I was put on hold for another 30 minutes. Of course no one picked up. Needless to say, I was wasting my breath. I am now bound to file a complaint with Consumer Affairs and pursue legal action for not fixing my laptop (minor issue) according to Warranty.

DC JACK HARNESS TOSHIBA SATELLITE L505-S6946
http://www.ny-shop.us/DC-Cable-Jack-Harness/DC-JACK-HARNESS-TOSHIBA-SATELLITE-L505-S6946.html

Product Detail

This item is for One (1) DC Power Jack with Cable Harness (#CJ26) ForToshiba Laptops Compatible with the following models: ? Toshiba Satellite L505-S6946

Price: $11.28

I ordered a laptop which happened to be back ordered. The order # was 1183051. At first I was told it would ship in one to two days. Then that changed to may 14 which was 12 days after I ordered the laptop. Then it changed to May 30. During this time I tried in vain to speak to a supervisor. They simply don't return phone calls. I also tried to email on 3 different times with no response. I decided I would change my order to something that was in stock. That didn't work because they wanted me to pay for another computer and refund me the money on the first computer within 14 to 21 days. That new order number is [protected].

The one person that I can say helped me was Jeff at ext#335211. Almost all the others with a few exceptions were rude and flat out lied. One dude hung up on me. Then I called back and got him again and he hung up again. Keep in mind I was always civil. I have been around the block a few times and I have never ever had such terrible service. This is by far the very worst of the worst.

Purchased laptop end of July 2011. A few months later the keyboard stop working (had to use the onscreen keypad), then the base of the laptop started splitting open when you open and close the laptop. I called Toshiba, they said they would send an e-mail w/a confirmation so that i could print the label and mail it into them. That would be $24.99 to ship it to them. We never received the box. Called back about a month later and they had the wrong e-mail and telephone number on file. Corrected the info, sent the laptop @ my expense then i never got a call. After the laptop sat in repair status for almost 2 wks i called Toshiba. They had the wrong # on file again. This is what happens when you got ppl from other countries working in customer service (language barrier) that don't understand what your saying. They then told me i had to pay $175 to fix the base and keyboard. it's not covered. they only cover defective stuff. I filed a complaint, they gave me an authorized user and i'm waiting for my daughter now to decide if she wants to allow Toshiba to fix it for $175 or let J & R repair shop (authorized repair for Toshiba) to give her a quote. I've paid enough money to these ppl already. Their product is poorly made and i'll never buy a laptop from them again or anything else if i can help it.. they are on my ### list along w/Coby.

30 Days without the laptop or FIX IT MYSELF. When the hard drive failed, Toshiba expected me to send my entire laptop to them to diagnose and repair. Most companies can remotely diagnose a failure such as this and can send a replacement for the customer to install. I had to purchase my own replacement hard drive so my daughter could keep using the laptop at college. This cost me about 25% of the cost of a NEW laptop. This is horrible customer service. I recommend that nobody purchase a laptop from Toshiba due to the poor service.

In the past few years some models of Toshiba A105 laptops suddenly sprang upon the user a Bios Password request. This password was not set upon the system by the user but rather some element (PROM) located on the mother board. Toshiba customer support told me that time had expired on fixing this problem and that I could get machine repaired by sending it to them for examination. The price would be $135 if it could be simply fixed and $374 if it had to be benched repaired. I told customer support as a 40 year system technician I didn't realize time expired on problem they created or had solution for; nor did I wish to pay $374 as I could buy a new machine. Further, I would rather buy a new machine and post a You Tube video smashing the Toshiba as the problem solver. That's not right either but it would be customer satisfaction! I liked Toshiba products up to that point and had chosen them over others.