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Toshiba Satellite Notebook / toshiba notebook problems

1 United States Review updated:

Dear Consumers Defenders,

In the beginning of January (2sd Jan) I bought a new laptop TOSHIBA Satellite A105-S4384 – serial # Y6329363Q, in a Circuit City store # 846 – Gaithersburg – MD (Invoice # [protected]).

After 16 days (Jan 18th), the computer’s system stopped working and I tried to exchange it in the store, but the store only exchanges until 14 days. But they saw the computer and told me that the HD was dead.

I called the TOSHIBA Warranty and had my first CASE # and orientation to reboot the computer with the restore discs inside the box. The computer worked, but in 1 week it showed the same problem.

I called TOSHIBA again and the orientation was the same: “restore the computer with the restore disks”. One more week and the computer was dead again.

I received the CASE # authorization to send it to an authorized service repair. I asked a friend to try the exchange, but we receive another CASE # [protected]) to repair it.

On Saturday, Feb 17th, I left the computer at RICHARDS COMPUTER – FAIRFAX [protected]) - more than 17 miles far from my house. After 1 week, the computer was ready, with the order # 021113Z6C, by replacing the System Board and reinstalling factory software (more 17 miles to got it again).

When I arrived at home I tried to use it on the second time, I saw this message: “USERINIT.EXE – Application Error”. I called TOSHIBA again and I had the CASE # 1/[protected] on Sunday Feb 25th. I reinstalled the operational system two times with no success after more than 2 hours with the technical assistance by phone.

Since the first problem I have been trying to exchange the device, I mean, I don’t want my money back yet. I only want to have a new computer that I can work with. After all these days, I received another number CASE (# 1/[protected]) with the orientation to try the exchange.

Today, after waiting for more than one hour on the phone, I could talk with Mr. John Mike and in the CASE # T1-95ZWD4 he wants to try repair the computer again. But now, I want a new one or my money back.

Next Friday, I’ll complete 2 months with this computer without using it, because it is only a problem in my life, and I paid almost $ 1 thousand for it.

I am sending this message to all the Companies and newspaper that I can imagine to aid me.

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Comments

  • Va
      11th of Dec, 2006
    0 Votes
    Toshiba Amer Info Systems Inc - Toshiba to be the worst computer I have ever owned!
    United States

    I have been a consultant for over 10 years, so I have used just about everything out there in the way of laptops (IBM, HP, Gateway, Dell) and have nothing negative to say about them until now.

    Within 3 months, my Toshiba power supply would no longer charge the battery or provide power to the computer. After about 18 months the computer started to overheat and was not reliable. I cleaned the boards and fans and bought a cooling plate so I could use it. I now have an additional systems problem and their solution is to scrap the computer and reload it or buy a new computer. I would not buy another Toshiba if my life depended on it. As a consultant my livelyhood depends on it and I have found the Toshiba to be the worst computer I have ever owned.

  • As
      20th of May, 2007
    +1 Votes
    Toshiba Notebook - LCD screen is damaged
    India

    I purchased Toshiba Celeron Notebook which was imported and under 3 - Years Warranty with a dealer promise that it would give me 3-hours battery back up. However, it never give me such backup and hampered my work while travelling. As it was 2nd hand machine under 3 months warranty, they charged me Rs 35, 000/- which was more cost for the machine which Rs. 41,000/- but I paid with the view to get good service.

    When I asked dealer, he changed his word and said that he never said this to me. The Dealer is "CenterPoint", Main Market, Green Park, Delhi. The name of the dealer is Salil

    When I asked them to replace my machine with the newer one as they ditched me, they deducted Rs. 6000 out of it.


    Next Stroy

    They said that newer Centrino, A100 model will sure give me 3 hrs backup. I purchased that machine and paid the full amount. It still gives me backup approximately less than 2hrs. Apart from that it also gave me booting problem once in 25 times approximately and it was minor problem. They and I could not locate it so I ignored it.

    Under Warranty, Its adapter stopped working due to its internal burn automatically and 15 days latter Harddisk malfunctioned. They replaced its hard disk but torn the Adapter and did not replace Adapter. They said it is burnt.

    When I argued then he said that I am having brain problem, that is, I am Mad. He moved out of shop and again ignored the issue. I promised that I will never go to that shop again.

    Now, I am again getting booting problem and wrote 100 and thousand times to Toshiba regarding my problem. I am writing since last month (April). Nobody responds me. I called them at Noida but no reply.

    Again, I have written Toshiba but nobody is replying.

    They are pathetic and Toshiba is not good in terms of service, Battery back and parts.

    Never go for it. I have good experience with IBM Notebooks and Compaq. They give better results.

    Go for them.

    Regards,

    Ashman Malhotra,
    +91-98915-58403

  • Ja
      20th of Nov, 2007
    0 Votes
    Toshiba - False info reported to credit bureau!
    bernies
    lakewood rd 06710
    Waterbury
    Connecticut
    United States

    I have the unfortunate experience of being under the nazi tactics of GEMB.All of my payments were made on time and perfectly documented, although shortly after I received a bill two months later for a $30.00 dollar late fee upon which I called and asked why? There reply was,"There has been a mistake we apologize!!!, which is the only time that I have heard that!

    After a documented 100+ phone calls,numerous letters,having my life put on hold,IT STILL REMAINS ON ALL THREE MAJORS CREDIT REPORTS AS OF 11/20/07. I have over a dozen letters from GEMB stating that it was there mistake and they have sent notice to me a the credit agencies but still after close to a year it still remains on there. I have realized why there are now multiple credit inquiries resulting in failure do to there f**kup not mine. DO YOURSELF A GIANT FAVOR, IF ANYONE IN ASK YOU IF YOU WOULD LIKE TO APPLY FOR A CREDIT CARD AND WE WILL TAKE 15% OF THE PURCHASE PRICE, ASK THEM IF IT IS GEMB? AND IF IT IS TELL THEM TO STICK IT DEAD IN THERE MOTHERS A*S! THEY NEVER TELL THE PUBLIC WHY SOMEONE WALKS INTO A OFFICE PARK AND STARTS KILLING PEOPLE, HERE IS A PRIME EXAMPLE OF HOW THINGS LIKE THIS HAPPEN AFTER HAVING YOUR CREDIT DESTROYED AND LIFE TURNED UPSIDE DOWN BECAUSE OF SOME MINIMUM WAGE ROBOT WHO CAN'T THINK OUTSIDE THE BOX.

    THERE CUSTOMER SERVICE IS HANDS DOWN THE WORST I HAVE EVER DEALT WITH, THE END RESULT IS THAT THEY SAID THEY HAVE DONE EVERYTHING THAT THEY CAN DO AND IT'S UP TO ME TO FOLLOW UP WITH THE AGENCIES TO FIX THERE DOCUMENTED FU**UP!!! 11/20/07

  • Jo
      26th of Jan, 2008
    0 Votes

    Same problem and not only will I never buy a toshiba product again I fly an ultra light aircraft and have a toshiba sucks vinyls ordered I will fly with these from now on.. thousands see it everytime I fly.

  • Re
      27th of Feb, 2008
    0 Votes

    I have a far worst nightmare. I purchased my Satellite 105 Notebook in June 2006. Since June 2006, the following repairs were performed on my notebook.

    January 26, 2007
    Toshiba authorized replacement of the following components.
    1 A000007220 DVD SUPER MULTI DRIVE, DL
    1 A000005610 KEYBOARD, USA
    1 A000005340 HDD,100GB 5400 RPM
    1 A000005060 M/B ASSY, 945PM/100
    1 A000005390 802.11A/B/G WLAN
    1 A000005030 AC ADAPTER, 90W, 2-PIN

    June 18, 2007
    Toshiba authorized replacement of the following components.
    1 A000005060 M/B ASSY, 945PM/100
    1 A000007220 DVDSUPER MULTI DRIVE, DL
    1 A000005340 HDD, 100GB 5400RPM
    1 A000005030 AC ADAPTER, 90W, 2-PIN

    Since purchasing my notebook, my AC Adapter has been replaced a total of four times. The four times includes the 2 aforementioned AC ADAPTERS.

    PRESENTLY,
    Due to the same or similar defects as discussed above, on 21 February 2008, I contacted Toshiba and asked that they replace my notebook. To date, after five telephone calls to Toshiba's Customer Relations Department, Toshiba has not returned my telephone calls.

    You are not alone. I deeply sadden by Toshiba's failure to act responsibly in addressing my matter. I did talk to some one from India (tech support) he told me that under no circumstances will Toshiba ever replace my notebook. They would just keep repairing it until the warranty expires. His representation is consistent with my repair history. Toshiba would perfer that my defective notebook is repaired instead of replacing it.

  • Ly
      5th of Jun, 2008
    0 Votes

    dear alll...am lydia from egypt please i want ur replay on my comment on my mail...i've a big problem..i bought one of toshiba's satalittle series l40-18x .from five days only..& when i openend it the dvd super multi opened without touching it & i found it broken inside..when i went to the warranty & fixing center they refused to fix it with another one...i want a solution please if u can contact them to fix it...thanxxx

  • Ly
      5th of Jun, 2008
    0 Votes

    please if anyone knows how to contact some one helpfull at toshiba in germany please contact me on my mail...i'm in a big problem, , , please help me...thanxxx

  • Kh
      11th of Jul, 2008
    0 Votes
    toshiba lap top - Poor Customer Service & Sales
    future shop store
    3060 Davidson Court
    Burlington
    Ontario
    Canada
    Phone: 905) 336-7464

    I purchased laptop brand new as they pretend – within 6 months from purchasing I brought it to the store 10 times . The last time remained with them for more than one month and unfortunately still there. No way to be fixed – when I discussed the matter with them they told me go and complain you will lose
    is there any way to solve this problem with staff who did not respect the client?

  • Cb
      23rd of Jul, 2008
    0 Votes
    Toshiba 37& 720lp Lcd Hdtv - no pic or sound after 87 days
    Toshibas
    Waltham
    Massachusetts
    United States

    Purchased a 37" Toshiba 720p lcd hdtv on March 22, 2008. On June 16, 2008 no picture or sound. Notified Toshiba on June 20, 2008 advised to contact authorized repair shop which they referred me to. TV picked up on june 24, 2008. Advised on July 3, that the part LCD panel is back ordered and will not be in till September. So, it's been a month sitting in repair shop. Toshiba will not give me a new tv, or give me a better idea of when replacement part will be here. Toshiba didn't tell me part was back ordered till September the Repair Place did. Needless to say, I am not a happy camper and will tell everyone I know to boycott Toshiba products. They are not customer service oriented at all.

  • Ze
      20th of Sep, 2008
    0 Votes

    WOW! So I'm not the only with PO-ed over here!!!

    I bought my Toshiba Satellite less than 3 months ago. The damn piece of junk already broke for the third time w/ THE SAME issue - faulty hard drive that keeps crashing.
    The first time I had to drive an hour and 1/2 to the CSS repair center, the tech told me it was "unusual" for a new laptop to have such a problem. The hard drive was replaced and I got the lap top back in a week or so.

    August 19, 2008 - the Laptop is received from repair and powered on.
    August 23, 2008 - the Laptop breakes..AGAIN.

    When I dish out a nice lump of money for a product, I expect it to last me LONGER than a month...anyone else?

    I call the Toshiba support, they tell me to ship it to them, claiming their techs have better equipment and training and will fix the issue, no prob.
    I send the thing and get it back in about a week or two. Finally, I power it on (this past Monday) and in a few days(on wed.)GUESS WHAT??! SAME PROBLEM!! They didn't fix SQUAT!
    The hard drive croaked again!!
    The system.dll is yet again "missing or corrupt", windows won't start, and the computer boots straight into a blank, black screen.

    Called them, told them how it was, didn't hold any temper back, and got transferred to the Customer Relations Center where I spoke to Jose, the *&#()hole (pardon me). I asked Jose if I could be transferred to a supervisor, not to be a pain, I just wanted to speak to someone who would be the last option and get straight to the point. This piece of ^#*@ tells me (and I quote): "I won't let the issue escalate beyond me. So you will have to speak to me"...

    Huh? But I don't want to speak to YOU...I want to speak to a supervisor. I want to explain this problem to someone who CAN do something about it. But Jose wouldn't have it.
    When confronted with my assumption that it pretty improbable for a hard drive to be faulty, with dead spots THREE times in a row, Jose snobbishly stated:
    "We don't expect our customers to know anything about proper functioning of hardware. Only our techs would know that."
    aka. your too stupid to know anything about that .
    When it came down to my options I got the good, 'ol run-around: "Mam', you have two options. You can either take your laptop to a repair center. Or you can send it in to our repair depot."
    Hmmm..sounds familiar. OH WAIT! Because I already did that! And the problem was still not resolved!!!


    Given the fact that this "customer relations manager" failed to assist, and plainly just told me to f -off, I decided to call back.
    The results?
    The customer support rep(which, despite the same bullcrap, was a bit more properly mannered) promised that everything will be taken care of...


    ..once I send the laptop in for repair..
    ...again...



    Stating that he will write up a "full repot" on this case and make sure that the techs run all the proper test, Eric assured me that they will do everything in their power so that I "will never experience the same problem again".
    Ok Eric. I got your word for it...and your employee ID.
    So you better be right.
    The laptop will ship out tomorrow and should be back for my evaluation in a week or so. I WILL get my money back or they can send me a BRAND NEW machine.

    I'll get back to you all on the final outcome.

  • Da
      24th of Oct, 2008
    +1 Votes

    I purchased my Toshiba Satellite P305 at Circuit City on September 14, 2008. I was going to take the Laptop out of the Country with me. I was leaving on Sept. 17th. and ended up not having the time to set unit up before leaving, so I did not take it. I returned home on October 6th. On the following Sunday Oct. 12th. I unboxed the unit to go through the setup. The Laptop ran for 10 minutes and then the screen went white with nothing but the time and date at the bottom right corner. I turned unit off and back on several times without any success. I walked away from the unit for about 15 minutes while taking a phone call, and when I returned the unit had shut off. I tried turning the unit back on with no success. It would not turn on. I then called Tech Support. They had me try removing the battery and a couple of other things, but the unit would never come back on. They gave me a Reference # and said that I could either send the unit in for repair, or take it back to where I purchased the unit for possible exchange. I took the unit back to Circuit City only to find that since I was outside of the 15 day return period, I could not get my money back. They said that I could exchange for another unit in the store or have their Firedog (repair) Department look at the Laptop. I agreed to have them take a look. They called me a couple of days later and informed that they believed the Mother Board was shorted. I picked up the unit and looked what they had in stock, but their options were either Compac or H.P. Our Network people for the Company that I own recommended Toshiba. It was their opinion that Toshiba Laptops were more durable than others. (Maybe they are if you can get them to turn on and run!) So I decided to send the unit in for repair. On October 15th. I started my Nightmare. I called Toshiba Customer Support, was given a Case # and told that the Depot Department would send me a Box to send the Laptop in to Louisville, Kentucky. They said that the whole process should take between 7 and 10 working days. This was from Start to Finish. By Monday October 20th. I still had not received a this Return Box. I called and was sent to the Depot Department. I spoke with a young lady in the Depot Department (I wish I would have asked for her name) and she apologized for the delay. She promised me that she would send the Box out for "Next Day Delivery". By Wednesday October 22nd., I still had not received the Box. I called back and expressed my frustration. I demanded to speak with someone with some "Authority" ( I have come to realize that no one in this Department has no Authority). After a long period on the phone...they finally sent me to a Case Manager (her name was Summer). They had two phone numbers to reach me on. While on the phone with Summer (this is after spending at least 20 minutes to get to this point) I was mysteriously disconnected. I thought O.K. no problem, she has my phone numbers, she will call me back. Not !!! So I call back and go through the whole process again. "Serial Number Please", "Your Case Number Please", "Can you hold for one moment please?", the entire time I am pleading, please just transfer me to the Case Manager Department. Finally I get there and get a Gentleman by the name of Paul. I explain the entire frustrating story, Paul apologizes for the incovenience and promises me that he will "walk this thing through" so that I get a box. He contacts the Depot Department and finds that something has happened??????? and the box has not been shipped out yet. He asks me to let him call the Depot Department back so that he can make sure that they have all the information correct. He said that he would call me right back after doing that. I commend him, because he did. He assured me that everything was correct and that "he would see this thing through". Today is Friday October 24th. I would have thought the Next Day Air, would have meant either Thursday on worst case scenerio Friday. I was wrong. U.P.S. delivered to our Company this morning, and no box. So again, I call back and get Nathan in the Case Managers Department...Paul is away from his desk. Nathan looks up my Case # and finds that the Box is "Approved" for shipment, but not shipped. I ask to speak with a Supervisor in the Case Management Department and was informed that they do not speak to Customers. What a surprise. I ask him to have Paul call me when he is free. Paul calls me and leaves a voice mail, I call him back and again, he assures me that he will send the box..."Next Day Air". I do not even want to think about how long this will take to be repaired, and after reading the other horror stories...I think I will go back to Circuit City this weekend to see if I can trade the Toshiba in for another Brand. If they cannot even get a Return Box sent to me, why should I trust this Company for the long haul. I operate a small Heating & Air Conditioning Company. We employee around 60 people. I started the Company 25 years ago in my garage and if our Customer Service was like this, we would not have survived in business for ONE YEAR. I wish you all the BEST Of LUCK. I FEEL YOUR PAIN. I hope I do not have to post on this site again. BEST OF WISHES...

  • Im
      5th of Nov, 2008
    0 Votes

    Dear sir
    i bought the Laptop from Laptop direct model is A200. i found my laptop is working little bit slow. i put the recovery CD inside. but my laptop stop working. than i contact with the repair centre (teleplan). they repair my laptop and send me letter that the disc provided by the manufacturing is incorrect for this model. please contact the toshiba and ask them about this. i called many times please send me correct disc and fax the feed back from teleplan. they promised me all time that toshiba send you new disc. but i am still waiting for disc and i spend lot of money on calling them. Also i lose all my research data due to this problem. please find the problem and solve it and give me relief.
    Reference # 1-1030916183
    and repair reference number was: z8657024.
    Fax no. 08445765508 (fax the feed back of teleplan).
    My loses are all research data plus 3 weeks without . i also pay for call on 25p for each minute for calling toshiba total minutes is 40. total cost of calling is £10. Due to incorrect disc my laptop face the problem. i have to right for legal action due to provide wrong disc my manufacturing.
    thanks
    best regards
    imran shah
    phone # 07825166631

  • Le
      9th of Nov, 2008
    0 Votes

    I wish I have read these article before I bought my Toshiba Satellite M305D-S4830,
    I bought it on September 4, 2008, because I have use desktop computer most of time, so I didn’t use it that much, until now (November 10, 2008) I try to take it to work, then I find out the 3, E, D, C key won’t respond, I call the customer service, the technician told it is a hardware failure, he give me a case number, I think I will have an simpler nightmare as everybody in here. No more Toshiba.

  • De
      16th of Feb, 2009
    0 Votes

    WOW...Finnaly a site where i can complain and don`t have to fill out my life story, , , here goes 2009 Christmas, bought 2 laptops at Christmas l350`s Toshiba...within 2 weeks both ac adapter pins pushed inside the notebooks rendering them useless with no recharge available, i have been waiting over a month for their so called repairwarranty...run around/disorganized/talk down to you/always have another number for someone else, because they can`t help/i would have just epoxied the pin in there, however my warranty would have been void, but at least i would have a functioning computer.I will not tell anyone what to buy because if i knew i would have bought it, but i will tell you what not to buy.I don`t whine and i`m no B.S er either, the product might be tolerable but the service is not.These big corps grab the money and run, just look at their website and try to contact someone with a service complaint, aint happening.It`s quite the feeling when the voice on the other end is cheerfull and happy all the while you are being told in a subtle manner to go screw yourself.The only thing i can be thankfull for with this purchase is that i didn`t spend the extra money for an extended warranty.Now if you go buy one of these you will also trade the cow for 8 magic beans too, as you can tell i`m still steaming.Why do you think we like watching the Soprano`s /because Tony would cap someones butt if he was treated like we are.

  • Gl
      6th of Mar, 2009
    0 Votes
    Toshiba 15.4in Notebook With Canon Printer - no rebate yet
    ShopNBC
    P.O. box 29066
    Brooklyn Center
    Michigan
    United States
    Phone: 1-800-676-5523

    From ShopNBC..i bought a toshiba 15.4 notebook with printer...i mailed to world-wide all the bar codes i could find off the boxes...to recieve the $100.00 rebate...i mailed my letter out...Jan 21st, 2009...I bought the laptop on Jan 7th, 2009...and when i went to the web site...www.status-now.com...i am told no name of that sort in their files for rebate...Now that i not have necessary barcodes...and no rebate idea of my name...what can be done?

  • Os
      15th of Apr, 2009
    0 Votes
    Toshiba Proma Leading Innovation - lottery prize
    toshiba
    europe and asia region
    United Kingdom
    Phone: +447045728405

    hi dear friend really very thankful that i got you like to solve my problem

    THE CASE ONE MONTH BACK I GOT MESSAGE TO MY MOBILE NUMBER THAT I HAVE WON A 42 LCD T.V AND 5000 POUNDS .SO, THEY TOLD ME TO GIVE ONCE AGAIN MY MOBILE NUMBER AND MY FULL NAME SO, DID TILL THE DAY I AM IN CONTACT WITH THEM BY MAILS AND THEY R ALSO GIVEN THE MAILS ONE DAY THEY PAY THE MONEY FOR THE COURIER SO, THAT I CAN RECIEVE THE PRIZE THEY ADDRESS OF ICS COURIER NAME ESTHER HIANGNEIKIM ACCOUNT NO. 000701601826 .SO, I PAYED 321 POUNDS FOR THAT THROUGH ICICI BANK SO, TOLD WITH IN 9DAYS TO GET UR DELIVERY BUT ON THE 8TH DAY THEY GAVE MAIL LIKE YOuR INDIAN HAS BEEN STOPPED YOUR PACKAGE BECAUSE OF CUSTOMS TAX NOW I HAVE TO PAY THE 51, 000NOW TO SAME ADDRESS AND AFTER I RECIECVE THE PACKAGE ReMAINIG MONEY AND I AM IN BIG DILEMMA IS THIS TRUE PACKAGE THAT I AM GOING GET PLEASE SOLVE MY PROBLEM THEY ARE FORCING ME TO PAY MONEY NOW PLEASE HELP THIS IS MY I.D o_pricilla@yahoo.com
    i am waiting for reply thanking you

  • Ns
      22nd of Jun, 2009
    0 Votes

    Toshiba doesn't even provide the correct support for their products that AREN'T broken.

    If you aren't tech savvy this post probably will not mean much to you, just know that it's another set of nightmares.

    I had to format my hard drive and had lost track of my original drive/operating system restore disk. I figured I could just install another copy of XP and locate my laptop-specific drivers online. But oh, what's this? Toshiba doesn't have the correct drivers on their support site for my model of laptop with the OS it came with? Excellent!

    Assuming this is just a ploy by Toshiba to make me spend $30 for another OS disk I order a new one. If it works I don't care.

    A week later after impatiently checking my mail box I receive a voice mail from Toshiba. Some guy informs me that the disk I ordered wasn't available and leaves a "contact number", that is an incoherent mess I couldn't dream of deciphering.

    So I call Toshiba again, explain my situation and am again informed that Toshiba just doesn't have have the disk with the drivers I need for my model. I ask when they'll be in stock and all he tells me is that I'm not the only one with this problem and he's leaving my case file open. Thanks? I can't begin to imagine all of the people with corrupted files needing this disk to boot their computers.

    So not only does there website not supply the drivers but I can't even buy them. Even searching around 3 party companies can't sell me the exact disk that I need.

    So I'm left with a computer that can't be plugged in on an ethernet connection and has a whole set of little things that just aren't going to work right.

    About a year and a half my motherboard and memory also went bad, this was repaired under a different warranty (a whole other hellish experience) but it's just another example of faulty hardware and from what I can see is only getting worse.

    And just to add to the mayhem, my laptop has a 64bit processor. Vista 64bit has been out for oh at least 2 years now?

    Toshiba don't you think you've had enough time to develop some SUPPORT to upgrade your older models instead of making us buy new computers with the same specs and a dinky web cam just to upgrade to the correct operating system??

    What a joke. Maybe they should spend some money on developing their own products and stop putting it into the sinking ship they call customer support.

  • Po
      25th of Jun, 2009
    0 Votes

    i have a toshibha laptop satellite A305D-S6848...
    ... its been a yr and i use it at home but
    ...suddenly my comp shows that
    ...my... memory hardware ...has a problem
    ...pls help!!!1

  • Oh
      7th of Jul, 2009
    0 Votes

    My granddaughter uses her computer for school of course. It is still under warranty and she had to take it in for a loose charging port. It has been that way since she bought it and she thought that was normal until it quit working. Now she just went to pick it up from the warranty center and has to pay $160!! Even when we dropped it off the lady said it is a "common problem" which means to me it is a DEFECT that they are charging people to fix!! My girlfriend's son-in-law bought one 2 weeks ago and it stopped working also. I would not take one if they gave it to me free.

  • Ba
      3rd of Sep, 2009
    0 Votes

    Manager of Customer Support
    Toshiba America Information Systems Inc
    Digital Products Division
    9740 Irvine Boulevard
    Irvine, CA 92618-1697


    Dear Sirs

    I am the father of a disappointed owner of a Toshiba A305-S6916. This laptop was purchased in March 2009. In June we started having “Video Driver has stopped” issues, as well as black horizontal lines across the screen, and BSOD problems. We updated drivers and tried to resolve the issue ourselves.

    I contacted Customer Service on 6/24/09 and was told by someone (I assume in India) that a UPS box would be sent. Almost a week went by and no box was received. I placed another call and was informed that the work requested had been failed to be submitted and that they would submit it and get me a box ASAP.

    I finally received the box on 7/03/09 and returned it the same day. It was received by the repair depot on 7/06/09 after the holiday weekend.

    1-12359558869 – Z8384699Q UPS Tracking # 1Z4AR1223836176957
    7/06 Repair in process
    7/08 Repair in process
    7/08 replaced via board now unit is intermit no post. More diag needed
    7/10 VGA board was not problem needs more diag.
    7/12 Repair in process @ Lead area
    7/15 On hold parts 605c
    7/21 transferred to lead’s bench for engineering
    7/24 Verbal with Gretchen
    7/28 Verbal with Gretchen
    7/31 Verbal with Sumner
    8/03 Verbal with Conn
    8/06 Sent to techroom
    8/06 Unit Repaired waiting shipment replace sys bd, VGA bd, reloaded s/w updated bios
    That’s 30 day’s from arrival must have a limit on repair time because it was not fixed. Through the various conversations with customer service I have determined at a minimum 3 system boards, 4 VGA cards, 1 CPU, 1 cable, 1 set of ram were install/removed during this time.
    8/07 outbound shipped.
    8/10 actual ship date
    8/12 received by me @ 12:01, @ 12:10 unit was having same issues as originally sent in for.


    1-12962311933 – Z8384699Q UPS Tracking #1Z6340620241152556
    8/12 contacted customer service told them unit was no good, and returned unit in same box to UPS for delivery to you.
    8/14 for some reason you shipped a new box to me.
    8/14 received at repair depot in original box.
    8/17 called repair depot and they had no record of unit. I gave Susan M the tracking number and she verified they had it but again nobody had submitted work ticket, so she had to go to receiving department to get it worked into the system.
    8/18 I called depot again talking to Susan M because only comments entered into system was Depot Rework. No specifics so repair personal had no way of knowing what was wrong with it.
    8/18 repair in process
    8/18 Diag:blue screen (STOP 0x00000117)video driver issue
    8/19 Repair in process
    8/20 replaced cpu
    8/20 Called Gretchen, no return call
    8/20 moved to burn in
    8/21 Called Gretchen, no return call
    8/21 On Hold Engineering Issue 0x000000117-SB, VGA(multiple), CPU, RAM
    8/21 Sent to Lead for further evaluation.
    8/25 called Gretchen
    8/26 called depot talked to Karen
    8/27 Testing
    8/28 Verbal with Susan M @ Depot
    9/01 another VGA card was ordered for a total of ATI 512 Mobility Radeon HD 3650 cards that have been installed. I cannot help but believe the card is windows Vista incompatible
    9/02 Verbal with Gretchen, and again through various communications I have determined that at one time the system board, CPU, VGA card, and Ram were replaced at one time.

    How will you address the failure, twice, of your customer service department to properly execute the repair order system? If it has happened twice to me, how many other people’s repairs are being delayed?

    I have been told numerous times that once the cost of replacement has been exceeded by the cost of repair that the unit would be replaced. So far the tech hours, plus the multiple system boards, CPU’s, VGA cards, Sets of Ram have far exceeded the price of this lemon.

    My daughter purchased this laptop in March to use while completing her masters degree. The computer failed at the end of June and has been in your possession ever since. That means in the six months since purchase Toshiba repair depot has had it 2 months or 1/3 of her ownership time.

    I have since purchased another laptop for my daughter to use for just under a $1, 000 and is definitely was not a Toshiba product. Also as an employee of BNSF RR who is a major user of Toshiba products I am sending a copy of this letter to our director of IT purchasing to strongly suggest we discontinue the support of Toshiba products.

    When will your customer support managers get off the fence and make a decision to replace the unit with a new upgraded model with full warranty to compensate me and my daughter for time lost, warranty lost, and money spent to replace the A305-S696, or refund my purchase amount in full?

    Sincerely


    Rick

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