Toshiba Canada sells *Used* as New - Beware

Hi everyone,

I just wanted to share my experience with you about Toshiba Canada.

I recently purchased 3 laptop accessories on dec. 25 2007, only to recieve 2 of the 3 items with their factory seals intact along with shrink wrap. The 3rd item had no shrink wrap and it's factory seal was broken.

I called Toshiba Canada about this issue today (Jan. 2, 2008) only to be told by 2 different reps. that when a customer purchases 'new items' and receives it in a opened or used condition:

- it IS buyers remorse
- if it works, just use it
- they have no exchange policy
- if I wanted a sealed item I would have to pay return shipping and a 10% restocking fee
- I was 'wasting their time'

..all this after the fact that I informed them that I Was about to place an order for a $1500 Toshiba laptop. Prior to this, I had purchased a Toshiba Portege M300 with their 3 yr System Guard, Next Business Day, Onsite warranty for close to $3000.

So after hearing all this, I decided to ask the last rep. what would happen if I was to purchase this new laptop and it came 'opened' - his response was that *Again* it IS buyers remorse and that I would have to pay return shipping plus the 10% restocking fee.

Buyers Be Ware of Toshiba Canada Ltd...

- Jordan

 

Wow, that really sucks. If it's true, and that is a big if, somebody ought to complain to the consumer watch group or something equivalent. That's just not right. How can you give a used item for something paid for new money.

 

If I were you, I would raise this issue with Toshiba executive care and state that this IS something the public should be aware of if it is true...watch how well they take care of you.

You need to find the right route to send you written letter first though.

 

Well, my only suggestion is if you buy directly from them, just pray you don't get an opened item..

- Jordan

 

Toshiba executive care? Just looking at the Toshiba Canada website, all I see is the address to their markham, ontario 'head office' (of which I called too).

Somehow I think Toshiba Canada just doesn't care and has enough money that they don't need any additional 'customers'.

My first call was directly to Toshiba Canada sales, the 2nd call, was made to their head office although I'm unsure if I was re-routed elsewhere, however in this 2nd call the rep. did say that the previous rep. was correct in her statement that it is buyers remorse when I called to complain about receiving an open/used item.

He even went on to say that when customers call in to complain that they received open laptops, he usually just tells them as long as everything is in the box - it is just fine..

Of which I naturally asked: So, why is it that when people buy new laptops at the stores they are ALL *Sealed* - which is when I think the statement of 'wasting his time' came in..

Overall, the only remorse I have was wasting, get this -> '$20' on an allegedly 'new' item only to find that it was used/open boxed.
Then again, I'm slightly thankful that I found this out before making my next big purchase/mistake.

- Jordan

 

Too bad that you couldn't have recorded that conversation. It would make a pretty good news story.