Toshiba repair / customer service fail.

I am really saddened by my recent experience with Toshiba. Thermal module went out in my T235D in December. Sent it in, they replaced it, it failed again two months ago. Sent it in, and they've now had it for 5 weeks.

I spent 4+ hours on the phone last week, only to be lied to: "You're laptop will be fixed next wednesday and to you by the end of next week" It's friday and it still shows as in repair status.

It takes 1 to 2 hours to get a case manager on the line, just so they can lie to you.

So sad, there was a time when Toshiba customer service and repair were top notch. So, anyone else had to deal with Toshiba customer service in the last few months?

 

Sorry to hear about your problems and CS troubles Sxooter. +rep for good info

I had a failing keyboard and called Toshiba CS. Went through about 45 minutes total on phone (2 separate calls), and spent about 45 minutes with my On-Site Technician.
I have On-Site repair, so the repairer came to my house [I think this is the best upgrade you can get: 2 years On-Site for an extra $100]. I just do not trust sending my laptop into a depot; I have to watch and see the repair in person.
Remember, the repair facility is not run by Toshiba, it's run by a 3rd party called Service.NET. IMO, Toshiba can pressure them, but it's still up to Service.NET when your laptop will be fixed and shipped back.


Keep bugging them and hopefully they will get their act together. I would ask to see if it is still possible to upgrade your warranty to "Express". It's still depot repair, but puts your laptop as a priority; as opposed to the standard warranty.

Good luck and keep us updated

 

Well, they agreed to replace it today, said it would be 3 to 4 business days before they'd get back to me. Considering the innumerable times they've said they'd get back to me and haven't, I have a feeling I'll be calling them next friday about this. OTOH, they do seem to have kept a track record of all my calls so far, which results in a bit of "oh man..." response once the CSR opens my file.

Personally I want a parts only warranty. I can change the parts myself, just send them to me.

 

Well it just got shipped and I should get it tomorrow, 6 weeks and 2 days after sending it in. That's an unreasonably long time to me. If it's at least fixed I'll be happy. But if the thermal units on the T235D are known to fail, and / or mine fails again I will not be happy. Especially if it makes it to just outside the warranty period.