- Report: #1252272
Complaint Review: Toshiba - Nationwide
Reported By:
Sforeaker -
Auburn, Washington, united states
Submitted:
Updated:
-
Author Confirmed
Why?
Toshiba
Nationwide, USA
Phone:
800-457-7777
Web:
http://support.toshiba.com/
Categories:
Business Rating:
(0)
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Toshiba Support Inflexible Unknowledgeable Avoid Irvine California
I have owned three Toshiba laptops. The first two never gave me any problems, that's why I bought a third. I purchased an extended warrenty. Within my warranty period the computer started making a clicking noise. I called Toshiba support and that's when the real trouble began.
I read about Toshiba "Depot" support online, and the reviews are not good. I was hoping my experience would be different. It wasn't.
I find the word support to be inaccurate. I feel a better word is regime. Basically, if you don't do exactly as Toshiba says, they will not assist you. Here is a list of things that occcured:
1) They required me to send them my computer instead of fixing it locally.
2) They charged Me $35 to ship it when it was their problem.
3) They stated my computer was insured by them, but in the fine print it says they are not responsible for shipping accidents. I tried multiple times with multiple people to get clarification on what they were "saying" vs what was written on their website. I know enough to know what's written is what the law supports, so I wasn't believing what they were saying.
4) I asked them how much my computer was insured for if something did happen to it. I never got a straight answer. I gave them some options to say something like "If necessary we would replace your computer with one of equal or better capability.", but they only kept saying it's insured.
5) When I tried to escalate the issue through their support system it was robotic, like everyone was reading from a script on how to talk to me. Even when I spoke with the Excutive support liason they continued to be elusive in their responses to trying to get answers to #3 and #4 above.
The process to deal with Toshiba "support" took literally months due to having to go through so many people to try and get two simple answers from them. Adding insult to injury, I had to pay to ship my computer when they have authorized service in my area.
After being a loyal customer who told many people how well I liked my Toshiba computers, I will never buy a Toshiba product again. Not necessarily because the product is bad, but because how incredibley robotic and inflexible Toshiba support is throughout its entire support (front line up through executive office) system is.
My understanding is Dell's support is fantastic. Their computers may not rate as high, but as long as I have quality support, I'm not so concerned.
