Complaint Review: Toshiba America Information Systems Inc. - Irvine California

Do not EVER purchase  any kind of tech support from Toshiba.  It is outsourced to the Phillipines.   I myself am half filipino, but I was shocked out how indifferent this department is about customer satisfication.  I spent hours spread over 6 days fighting over the phone for a refund since the issue on my computer I had asked them to fix was NOT fixed. They absolutely do not care whether the customer is satifsfied or not.  There is a 12 hour difference so trying to contact a tech after an initial contact is almost impossible.  The tech had no problem repeatedly calling me after midnight and then blamed me on the voicemail for not answering.  When I called no one knew the person I had worked with and they have no customer service reference numbers.

I purchased a Toshiba laptop 2 years ago.  I had a issue with the homegroup networking.   I decided to go ahead and use the remote assistance from Toshiba to fix this problem.  It was 9p.m Eastern Time when I called.

Because my warranty expired I had to pay either a $90 one time fix fee or a  $159.95 annual troubleshooting subcription.  I chose the annual subscription.  The tech, Jeoffrey remote accessed my computer and did a scan in a dos window.  He told me that the fix would take a couple of hours and that I could get off the phone.  I checked my computer after the scan and it appeared that no other actions were being taken so I informed him that the scan was over.  After I recieved no response and I saw no actions I went to bed trusting he would take care of the issue.

When I woke up the next morning I saw the problem had not been fixed.  He had called me three times around midnight to tell me that the connection had been lost.  When I checked the computer he had loaded three "troubleshooting" programs on my computer and the log said that it had shut down the remote access line.

The tech left a voice mail to say he would call back at 7pm to continue the session.  When 7pm came and went I called Toshiba and that tech informed me there was no way he could look up my account without a serial number which had since been rubbed off the back bottom of the unit.  I gave him my reference code and he said it was still impossible.  When I informed him that they had already charged my account and asked him to look it up another way he said that was impossible also.  When I asked to talk to his supervisor he hung up on me.  I called again.  This technician she was able to look up my account.  I asked if I could be put in contact with the tech I had been working with and she said there were 300 people working there so she would not be able to do so.  I hung up.  I called again.  Finally, a tech said since there is no record of any troubleshooting they would give me a refund.

I recieved no refund.  I called Toshiba corporate and complained about the service and asked for a refund.  The assured me I'd get a full refund.  Finally a manager, Sonny, told me they could only give me half of my money back after NOTHING was fixed on my computer.  I asked them if $70 dollars was worth me filing a complaint with the State attorney of CA.  He could care less.  I'm going to file the complaint but I'm disgusted I had to spend this amount of time energy, stress, and money and recieved NOTHING from them.