Qosmio X500 keybrd sceern scuff and warranty

Hi,

What have other people's experiences with extended Toshiba warranties been like? Anyone in Australia?

I've been in contact with Toshiba about a couple of problems with my Qosmio X500

1. A bad and worsening horizontal scuff/scratch across the middle of the screen that is clearly being made by the keyboard keys contacting the screen when the laptop is lid is closed and being transported. I now carry it in the original material sleeve it was shipped in but the damage is done and it seems to have gotten worse anyway. I believe the 18" screen is too big to be supported by the flimsy rubber feet.

2. Occasional "Operating System Not Found" message on boot. Reboot fixes it. I don't think I've ever seen it twice in a row.

When I purchased the machine I also purchased an Extraguard Next Business Day Onsite warranty. When I bought the computer I sent in the registration card – which is suppose to be sent within 14 days of purchase. When I had not heard I called and provided the details again and was told the information had been entered and confirmed there was nothing to do.

I emailed about issue 1 above and was told summarily that I had to take it in to a service center. When I complained that I had a next business day warranty they said no extended warranty was showing up on their system. I provided scans of the receipt and warranty card and pictures of the scratches, and just got a brief response that the details had been forwarded to their warranty department.

Well I called in and was told that
1. For starters their warranty department and technicians don't work between Christmas and New Years and are back Jan 3rd. So I could expect a response within 2 business days after that about the warranty. So much for next business day. I guess they can define the word "next" and the phrase "business day" any way they please.

2. The fault I'm describing can't be assessed over the phone, is typically not "what Toshiba considers a warrantable issue" and that for a non-warrantable issue the charge is $82.50 to assess it if I take the machine in, or $165 for someone to come out to me, and take it into a service center. Typical charge to replace a screen if it isn't a warranty issue according to their web site is $550 – which is out of the question – though they can charge more. These prices are exorbitant to begin with!

3. Operating system not found message could indicate hardware failure. Sometimes it can be fixed by reformatting and they could help me do that over the phone. Gee thanks guys (I'd already told them in the email the old "reinstall and pray it fixes it isn't something I'm interested in!).

In the end I asked to have it escalated. The support tech I spoke to repeatedly tried to put me off by telling me it would still have to be assessed even if I escalated, but I insisted. Don't like my chances of getting anything out of this.

So I'm left irritated and scratching my head. If this laptop requires it be transported with some sort of foam or material between keyboard and screen how is it not a "warrantable issue" that this isn't made clear in the instructions (not that it should even be necessary). If I can't get "next business day" service why was I dumb enough to pay for a next business day warranty? And in any case I can't use the warranty without risking having to pay $82.50 since what the consider warrantable seems biased if not arbitrary. Not to mention losing my warranty registration at least once, possibly twice.

I've had a cheap Dell laptop have screen scuffs and had them fixed under warranty. I thought a higher spec'd Toshiba wouldn't have such issues. I guess I was very wrong. Won't be buying another extended warranty from Toshiba again. In fact I doubt I'll be buying any of their products.

 

Thread re-opened.
Keep it clean guys.

 

I can tell you I purchased a Toshiba X200 and also bought the Toshiba extended warranty that covered accidental damage. After I paid for the extended warranty I heard nothing. So I called Toshiba and was told "Not to worry as I was covered" I asked why the info was not available on the website and got some who knows respoinse. Fast forward near 3 years and my screen got damaged. I called Toshiba and was told I had no warranty and thanks for calling;. I explained how I bought the extended warranty and was told I was not in the system and I must be mistaken. THey passed me off to another division and the guy I spoke with there claimed he got loads of calls from people with the same problem. Most went away with tail between legs due to the fact they could not find any proof of purchase. I dug thru years of Visa statements and found the original charge to my Visa and they still denied me. After talking with several more people I finally got the OK to send it in. When I bought my Qosmio this year, I got an email asking me to purchase the warranty and you can guess what I told them. THey are a bunch of crooks. Thew only reason I bought a Toshiba again as I got it for almost 50% off retail. So far its been ok. i dont pack it around as its a desktop replacement for me.

 

After lengthy email discussions with Toshiba, they replaced the screen "on a good will basis".

They did repeatedly refuse to fix the screen and I unfortunately had to finally threaten to take the matter to Fair Trading with a list of about 7 complaints including fitness for purpose and their ability to honour the terms of their "next business day" warranty. When I used this jargon and urged they reconsider, they offered to send someone to look at the issue at no charge, and I accepted. They subsequently offered to replace the screen at no charge "on a good will basis", and of course I accepted. The repair appears to have been carried out correctly - the casing is still settling with a few snapping sounds but I've found no dead pixels, the screen is unmarked, and the video camera above it is still connected.

The technician, who dealt with my wife and not me as I was at work, informally advised that this was a desktop replacement machine and not really meant to be carried. ("Fit for purpose" indeed) He suggested the only thing that should be carried in the laptop was the machine and probably not even the power supply or spare battery should be carried in case they place pressure on the screen. He also advised keeping soft material between the screen and keyboard, which I've been doing for a while - but I've added another soft pillow case between. There are now a few layers of soft material including the original screen cloth packaging that I am carrying with the laptop at all times.

It's a pity I had to threaten action, but I'm satisfied. Will I be buying another Toshiba? Well it would have to be one heck of a bargain! And I doubt I'll be buying extended warranty again. At least they finally honored most of their obligations this time.

 

Glad to hear you got satisfaction. I also recall I got a call from the Toshiba rep who told me that if I had plans to damage the laptop to get a new replacement that the policy would only value the laptop at 3 to 4 hundred dollars. So its not a good policy at all. They get the money and dont want to honor there commitment, they just want to keep all the money.