Wherein Toshiba manages to FAIL even harder
I didn't think it was really possible, but Toshiba has surpassed itself in the fail department. [ Original Fail]
My laptop was delivered today. I was OK with the turn-around time, all things considered - it was shorter than what they'd originally told me. Fed-Ex was late with the delivery, but that's hardly Toshiba's doing. What is Toshiba's doing -
THE PROBLEM ISN'T FIXED!
No, srsly. I booted up the computer, got as far as making a folder for the junk the techs put on my computer (drivers and such for the LCD screen they replaced) and it happened again.
Note the funky neon green in the blue FirstClass window.
Again, with the neon. That was so '80s!
Let us not forget the pretty pastel purple and green on my desktop! It's almost Easter, after all.
The diagnostic sheet I received with the laptop showed that they were able to replicate the problem. (good) They also indicated that they replaced the LCD screen. (apparently not good enough)
I called the number my contact in the PR department gave me. It's not a direct line to her. I asked the woman who answered to direct me to her, but she insisted on helping me herself. Suit yourself, lady. You may regret that.
After dancing around for 45 minutes where I keep saying that what she's offering is not good enough, I ask to be directed to my contact. The best they were willing to offer me was to start the process all over again and to ship the laptop to my mom's instead of my house (waiving the $25 charge). Oh, before I go any further, my contact had actually called me today to tell me that my laptop was shipped out. (I knew that, but appreciated the follow-up.) I didn't get transfered to my contact directly, but the woman talked to her extensively (judging by the amount of time I was on hold). Their new plan is for me to send my laptop to their Corporate Engineers at a place called Tri-Star. I'm still not happy, but perhaps these people actually know what they're doing. There really isn't anything else I can do. They won't replace it, new or refurbished, nor will they allow me to return it for a refund. Their justification, "they haven't had a chance to rework the issue." Um, they had a chance when they built it to make it right. They had a second chance to get it right when I sent it to them for fixing. WHY do they get a third chance? Do they think so little of their customer/customer's needs?
They wanted to send me a box for shipping and email me labels to use. The box would take 3-4 business days to arrive. I had to convince her that I had a perfectly acceptable box my NOT WORKING laptop just arrived in. She put me on hold to think about this. She decided it would be OK. I only have to wait for the labels. 24-48 hours to process the paperwork and get the labels. Apparently, their labels (retail price $24.99) are not only expensive, they're slow.
Bottom line: No working computer. Another 45+ minutes spent on hold/dealing with people who aren't helpful. I still have to wait to have my laptop fixed (still 7-10 business days + any parts hold-ups is the best they'll promise). And, I will have to call back after they receive the laptop to have them route it to my mom's house. But, hey, they'll waive that $25 label fee!! *breaks out into song and dance - or not*
My laptop was delivered today. I was OK with the turn-around time, all things considered - it was shorter than what they'd originally told me. Fed-Ex was late with the delivery, but that's hardly Toshiba's doing. What is Toshiba's doing -
THE PROBLEM ISN'T FIXED!
No, srsly. I booted up the computer, got as far as making a folder for the junk the techs put on my computer (drivers and such for the LCD screen they replaced) and it happened again.
Note the funky neon green in the blue FirstClass window.
Again, with the neon. That was so '80s!
Let us not forget the pretty pastel purple and green on my desktop! It's almost Easter, after all.
The diagnostic sheet I received with the laptop showed that they were able to replicate the problem. (good) They also indicated that they replaced the LCD screen. (apparently not good enough)
I called the number my contact in the PR department gave me. It's not a direct line to her. I asked the woman who answered to direct me to her, but she insisted on helping me herself. Suit yourself, lady. You may regret that.
After dancing around for 45 minutes where I keep saying that what she's offering is not good enough, I ask to be directed to my contact. The best they were willing to offer me was to start the process all over again and to ship the laptop to my mom's instead of my house (waiving the $25 charge). Oh, before I go any further, my contact had actually called me today to tell me that my laptop was shipped out. (I knew that, but appreciated the follow-up.) I didn't get transfered to my contact directly, but the woman talked to her extensively (judging by the amount of time I was on hold). Their new plan is for me to send my laptop to their Corporate Engineers at a place called Tri-Star. I'm still not happy, but perhaps these people actually know what they're doing. There really isn't anything else I can do. They won't replace it, new or refurbished, nor will they allow me to return it for a refund. Their justification, "they haven't had a chance to rework the issue." Um, they had a chance when they built it to make it right. They had a second chance to get it right when I sent it to them for fixing. WHY do they get a third chance? Do they think so little of their customer/customer's needs?
They wanted to send me a box for shipping and email me labels to use. The box would take 3-4 business days to arrive. I had to convince her that I had a perfectly acceptable box my NOT WORKING laptop just arrived in. She put me on hold to think about this. She decided it would be OK. I only have to wait for the labels. 24-48 hours to process the paperwork and get the labels. Apparently, their labels (retail price $24.99) are not only expensive, they're slow.
Bottom line: No working computer. Another 45+ minutes spent on hold/dealing with people who aren't helpful. I still have to wait to have my laptop fixed (still 7-10 business days + any parts hold-ups is the best they'll promise). And, I will have to call back after they receive the laptop to have them route it to my mom's house. But, hey, they'll waive that $25 label fee!! *breaks out into song and dance - or not*