Toshiba Laptop / poor after sales service
I bought my Toshiba Laptop-Satellite AS 80in April 2005. SInce the very first day it had the problem of connecting to internet through the modem. WIthin a month its CD-ROM stopped functioning and I had to wait for more than 2 months for its replacement. I hoped that with the replacement, the machine will be perfectly fine and will not bother me any more. But after a few weeks, a strange metallic sound started coming from the bottom whenever the laptop used to heat up and the cooling fan was on. I told about this to the authorised service centre people in Jaipur, who refused to accept that there can be any such problem in the machine. Just to get the machine checked, I took it to the service centre from Jodhpur to Jaipur. That day they told me that they have severed the links from Toshiba and they being the HCL outlet will not provide Toshiba support. I was shocked that first they ask me to come to Jaipur and then direct me to go to Noida for customer support.
Still I requested them to atleast take a look at the machine, so that I can atleast anticipate the severity of the flaw in the machine. They again ignored my request without even checking the system and holding that this noise is because of the dust accumulated in the system.
I returned back to Jodhpur and called the Noida office about the same. There I came to know that there has been no severence between Toshiba and HCL and they emphatically told me that service will be available in Jaipur. I called Jaipur and they replied with the lamest excuse saying that there was a misunderstanding about a policy issue. This is ridiculous! I could not understand the situation. But now when I look back at the events that followed, it occurs to me that all that drama was to avoid providing service during the warranty period.
And in the meanwhile the warranty expired. In April 2006, I took my laptop to Mumbai service point. There my experience was the most horrible of all. I was told that the warranty expired just two days back and they refused to consider my case that I came from Jodhpur. Still I agreed to pay for the service. I told them repeated ly about the problem of noice but their the whole setup was so rigid and bureaucratic that not only they were very slow in attending the customers but they were probably not competent enough work in such a big organisation.
I mean, for every single question of the customer, the junior engineer was going inside to mandatorily take the opinion of his senior. And the customer was made to sit in a small room, waiting for his return. There, I met people who were waiting for more than four hours and were not yet attended even once. This is the limit of incompetence.
I still gave my laptop hoping that the problem will be daignosed and fixed. In return they gave me the piece saying that there was some problem with the fan which they have fixed and have serviced the machine. I shelled out more than Rs. 3000 for the whole adventure. Later on my return to Jodhpur, after a few days of usage of machine the same sound started coming again and this time I had no one to complain. I thought that may be this sound is part of the system and is so insignificant a problem that the engineers themselves ignore it as it might be harmless to the system. I kept using the machine and within a few days, the laptop had developed sensitive areas on the keyboard and the area around mouse pad, where if the hand was rested, the system used to hang! And within a few more days, that is presently, the system stopped booting unless it is held in a particular position pressing a particular point on the area near mouse pad. The processing LED doesn't glow in normal positions. The system is hung 24 hours.
I am so much dissatisfied with my Toshiba purchase, that given a chance I would stand and scream to people that buying Toshiba product is inviting troubles as it has proved to be a biggest blunder of my life. I feel ashamed of being associated with Toshiba and HCL.
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