- Report: #1458618
Complaint Review: Toshiba -
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Author Confirmed
Why?
Toshiba
United States
Phone:
(800) 457-7777
Web:
tishiba.com
Categories:
Business Rating:
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Toshiba Used Deception to acquire additional funds. Nationwide
Toshiba sold me a restoration software package. The package came as a USB drive. The software package is suppose to restore a particular Toshiba laptop back to its factory default configuration. The software package is suppose to perform this activity with very little interaction, follow command format. Software did not perform as expected. During restoration process, software made a change in bios wihout notification. As a result of the change, and tested for verification, one of two options will occur;
1. When USB device is removed, system will not boot after restart. Instead, system would not recognize the HD and would ask that a recognizable media be inserted with bootable OS.
2. If the USB device is left in laptop port, system will boot back to initial restore window that is displayed when USB device is first inserted. All available commands will lead back to the same conditions, no bootable media found.
The directions provided with USB device state if system will not boot, power off and then proceed to next step. Unfortunately it does not state what that next step is. Email sent by Toshiba after purchase states if restore does not work call Tech Support number provided for assistance.
When tech support is contacted, they state that they have to charge xx number of dollars to troubleshoot your problem. Coincidently, the first issue tech support mentions is a possible issue with the bios. However, they insist that before they can move forward with any activity that will provide corrective action to resolve the problem you will be charged and that you must first agree to the charges.
I disagreed with Toshiba Tech Support and informed them that the steps required to perform a satifactory restoration should have been included with the rest of the instructions provided. However, Toshiba Tech Support continued to insist that they must charge me for that information.
Further investigation found that one setting in the BIOS related to BOOT was changed from UEFI to CSM. This change prevents the restoration process from completing successfully.
It is my belief that Toshiba knows this software makes this change and then charges customers for telling them to make the change under the guise of troubleshooting.
