I bought my new satellite laptop from Toshiba and months later the microphone stopped working. Though some may say this is not a big issue, but when someone spends $1200 dollars on a laptop, you'd expect it to work. Called their customer service hotline, they agreed to fix it because we found out that it needed to be sent back but i'd have to pay to send it to them. Yes people, its still under warranty but I have to pay to send it to them to fix, even though its their faulty product that I have to send it back in the first place. I asked if there were any place near me for me to just drop off, but there wasn't. I sent the laptop after my school semester ended. I had three weeks before school started again. I got it back a month later and the problem was not fix!!!! Called them again, went through the whole process, they said i'd have to send it back again. Told them I cant send it back now because the semester already started. They said your warranty will expire so they cant waive it. So long story short, I should of listened to everyone else and got an Apple.......biggest mistake going with Toshiba. I hope others read this, and do your customer service research on which ever company you plan to buy from. sorry for the long post : https://cdn.meme.am/instances/500x/52363973.jpg
On May 8, 2016, I purchased a Toshiba Satellite laptop P55W – C5316 at Best Buy here in Greenville, South Carolina, for work. It’s barely 2 months old and it will not turn on. I took it back to Best Buy, Geek Squad, what a nightmare! They basically scorned me for not buying their $500 in-house warranty and checked it in as “Dirty” as their software doesn’t have the option to select clean or new. And get this, I’m also told “we see a lot of these lower end laptops come through our service center”. Why do I need to purchase a $500 warranty for $1,000 laptop?
Now, let me just say I just spent $1,000 and to be told that I bought a lower end laptop, then why have them on the shelves. I am so irritated!
I asked for a loner. I asked, how could I o my work and here’s the response, “I don’t know. Well, if you had bought the in-house warranty, we might could help, but as it stands we have to send it to Toshiba”. (2 Weeks)
And guess what, just to check on the battery, it has to be checked by a Tech person, not the owner.
We received a call today, August 2, that the Toshiba service center had corrected the battery issue and my laptop was ready for pickup. My husband stops in to pick it up, of course he has to verify it works. He noticed the corner is bent and asked what happened. It had been Dropped, Dropped. Dropped!
Best Buy now has to send it back Toshiba to be repaired. Really? Repaired? Are they serious? I do not want the laptop back!!
Where’s my new laptop? I do not want a piece of junk.
Let's make this a short story! I bought a Toshiba laptop $1600.00 latest and greatest... I thought. Received it by mail, never worked right out of the box. After four trips to get repaired I requested a refund or a new computer. They offered a product that was substandard to what I paid for. So I requested the refund. They explained they would refund $1249.00 "fair market value" because I had the computer for eight months. The eight months was going back and fourth to the repair shop. So Toshiba made $350.00 off me for something I never used once. I have bought three other Toshiba computers in the past and they were great computers. I still think they are good but I will never purchase another one because of there third world country customer service. Today I just got partial refund check 10 months after I had purchased the laptop. GOOD BUY TOSHIBA, NEVER AGAIN!!
On the Toshiba site I purchased the Premium Support Bundle for software, I was e mailed a receipt.
Two days later I called for support to the number listed on the e mail receipt. I was told that they did not have any record of my Bundle being purchased. My bank certiainly had a record of the purchase.
After buying a Toshiba laptop our computer's keyboard stoppe working. We returned the computer for repair and the computer are back with a functioning keyboard. However soon after that the EXACT problem happened again. Toshiba had us return the computer to be fixed. Again shortly after return the EXACT problem occurred yet again. Toshiba continued to have us send in the laptop only to have it temporarily repaired and never fixed. Finally, after 4 times of doing this they provided us with a replacement laptop. The replacement laptop arrived and the speakers do not work. We have since asked for a refund, but Toshiba is unwilling to give us a full cost replacement, even though our computer broke for the first time less than 30 days after we bought it.
Early in Oct I noticed that the USB Port was not working on my Satellite laptop. I took my computer to Geek Squad for repair and was told they could not do the work since it was actually the motherobard causing this.
I then called the Toshiba company to see how much it would be for this type of repair. When I told them what Geek Squad said about the USB port and it being caused by the motherboard theyday agreed that that was the problem. After getting it backed up I paid for the shipping costs and sent it to them.
We got a Toshiba excite 7" tablet for my daughter, for her birthday. Two weeks after opening the tablet, it wouldnt connect to wifi and it kept shutting off. We then called Toshiba, explained the situation to them. They told us they would send us another one. when they sent us the next tablet it was a refurbished one instead of a new one. Ever since we got the refurbished one it has not charged fully at all. Both times they have sent us shipping labels that they want US to pay for when it is their screw up. We have had nothing but problems and issues with Toshiba. They are a worthless company that doesn't give a d*** about their customers.
On June 29th I purchased a new Toshiba laptop. Excited about the 12 GB RAM and the SSID. After A few days I started having trouble with the tonal colors on the machine. I played with the setting, reloaded the drivers, and decided it must be the video card.
On July 16th I talked to Toshiba on the only number that exists for you. That is a problem. If your 800 Customer Service is in trouble you will never know. They are in trouble. I sent pictures and agreed to pay the shipping. A work order TP-169402 was created. The shipping box did not arrive until July 21. It took the Repair Depot 5 days to get the box to me using FedEx. Wonder if FedEx was the one that dropped the ball? Not good. I shipped out the 21st.
I kept monitoring the Depot’s website for my repair information. With nothing posted on July 27th, Customer Service finally gave me the number to your third party vendor that runs the Repair Depot.
The Repair Depot has one woman who handles all inbound calls, Helen McIntosh. When I called and gave her the work order number she said she would call me back which she did. The person at Customer Service who did the work order put a different serial number on the paperwork than the one I gave them. My machine had been “tossed in a bin” because the serial number did not match the paperwork. No attempt to contact the customer. Just tossed in the bin like a lost and found box.
They had to send the machine back to me. There was no way to change the paperwork and send a new work order to the Depot because that was “against procedure” and your Customer service Rep could be “fired.” I was also told that your Customer Service and the Repair Depot are not allowed to talk to each other, email only. After a week the Depot, that had told me they were sending the machine back so I could get the proper work order with the right serial number and return the machine to them, had done nothing. My machine was in the “bin.” And Helen at the Depot told me she would get to when she could. She sounded look a sweet grandmother who was totally in over her head and completely incompetent.
I called customer service, again on August 5th. If you talk to your average Rep you have to repeat your story/problem at least 5 times. You could probably reduce your inbound call times by 50% if you had people who could think. I wanted a supervisor. I got a case manager. The first one did NOTHING. Said they would call me back and did NOTHING. The second Case Manager got things done. A new order was created TP-10573591. I have now gone past being able to return the machine to the retailer because I am past 30 days and Toshiba has the machine in Indiana.
The 2nd Case Manager got the paperwork changed without having to return the machine to me, so I could return it to the Depot. The replaced or reconnected the video card… the customer is not told what they do … and on August 10th the machine is returned to me and I received in on August 12th. July 17th to August 12th. How do you think you are doing?
When I got the machine I immediately called the Customer Service. The touchpad did not work. No one checked the machine before the returned it? How can you check to see if the video card has been repaired without touching the touchpad?
Customer service helped me reinstall the drivers but something wasn’t right. I couldn’t figure it out. On Sunday September 6th I figured out what was wrong. The lower left corner of the touchpad was sporadically sticking. I called Customer Service. I spent 6 hours on the phone trying to explain to your rocket scientist that the touchpad was sticking. A new work order was created TP-10580252 and the machine went back to the Repair Depot. The machine was returned to me on Sept 15th at 1430 hrs.
At this point I have owned the machine for 62 days. Had it working for about 7. Had it in my possession for 27 days and 35 days at the Repair Depot. It came back BROKEN! We started with a video card… fixed that and broke the touchpad… now I have 15 keys on the keyboard that do not work.
I called Customer Service immediately. New Case # 201509151950205. The Case Manger Ella did the best you would allow her. The machine has been shipped to California on the 16th. I sit here watching as we increase the number of days you have the machine and I don’t. Do you really think I bought a laptop to not see it?
I could not even send this review in the request Toshiba sent me “Customer Service Review.” 2000 character limit.
Your Customer Service should be a Harvard Business School case for how not to do it. You third party repair vendor does more harm then good. If you were a reputable company you would have apologized and just sent me new machine. But obviously you have very deep organizational problems so I am still stuck in your maze.
I have owned three Toshiba laptops. The first two never gave me any problems, that's why I bought a third. I purchased an extended warrenty. Within my warranty period the computer started making a clicking noise. I called Toshiba support and that's when the real trouble began.
I read about Toshiba "Depot" support online, and the reviews are not good. I was hoping my experience would be different. It wasn't.
I find the word support to be inaccurate. I feel a better word is regime. Basically, if you don't do exactly as Toshiba says, they will not assist you. Here is a list of things that occcured:
1) They required me to send them my computer instead of fixing it locally.
2) They charged Me $35 to ship it when it was their problem.
3) They stated my computer was insured by them, but in the fine print it says they are not responsible for shipping accidents. I tried multiple times with multiple people to get clarification on what they were "saying" vs what was written on their website. I know enough to know what's written is what the law supports, so I wasn't believing what they were saying.
4) I asked them how much my computer was insured for if something did happen to it. I never got a straight answer. I gave them some options to say something like "If necessary we would replace your computer with one of equal or better capability.", but they only kept saying it's insured.
5) When I tried to escalate the issue through their support system it was robotic, like everyone was reading from a script on how to talk to me. Even when I spoke with the Excutive support liason they continued to be elusive in their responses to trying to get answers to #3 and #4 above.
The process to deal with Toshiba "support" took literally months due to having to go through so many people to try and get two simple answers from them. Adding insult to injury, I had to pay to ship my computer when they have authorized service in my area.
After being a loyal customer who told many people how well I liked my Toshiba computers, I will never buy a Toshiba product again. Not necessarily because the product is bad, but because how incredibley robotic and inflexible Toshiba support is throughout its entire support (front line up through executive office) system is.
My understanding is Dell's support is fantastic. Their computers may not rate as high, but as long as I have quality support, I'm not so concerned.
I will never own, nor recommend another Toshiba product as long as I live.
On Apri 4, 2015, I bought my wife a new computer. She wanted one of the tablets so she could carry it around easier than her current laptop. I agreed, and we went to Best Buy to pick one out. After looking at several, I chose the Toshiba Click 2, both for price ($449), and reliability. We have had several Toshiba laptops, most recently a Satellite L355 prior to this one t...hat lasted 2 years.
So, this tablet was nice to start with, but in early July, that all fell apart.....literally. Screws started falling out of it, and soon, the screen just fell off all together. 4 months, and it was in a pile of rubble. When this all happened, the tablet refused to boot up.
I purchaed a Toshiba laptop in April 2015 at Staples in Folsom California. There was a $50.00 Rebate, which I decided would be a great incentive to purchase that brand over others. I completed the form as directed and attached everything required. Then two months later, when I'm supposed to get the $50.00 prepaid Visa card, I get a notice from Toshiba, PO Box 939, Winsted, MN 55395-0939 stating my submission for the Toshiba Offer was declined for the following reasons: *A valid Serial Number was not submitted from a valid Toshiba Notebook.
*Submission did not include an original UPC from a valid Toshiba laptop. The notice included an 888 number to call: (888) 221-4317. I have been calling that number for three days, with no success of getting through. I will NEVER buy another Toshiba product ever again.
Problems from day-one with new Toshiba Satellite Radius laptop. I kept getting a black screen that would pop up while using the laptop. I called tech service and after some remote testing, I was told it's a software problem which will cost $90 for advanced software tech support and I paid the $90. After SIX days, MANY hours of remote access, and dealing with EIGHT different techs, the problem was still happening. On the sixth day I was told it's a hardware problem and I'd have to send laptop in for repair, that I will receive an email to authorize the return, a shipping label, and packing box (as a "favor" to me)--none of which I received. I called for a refund of the $90 for advanced "software" tech support that I was told was the problem from the beginning which turned out to be a "hardware" problem six days later. I was told a Refund Specialist would call me within 3-5 business days. No one contacted me. I called and was told the refund would be "released" later that afternoon. No refund has been credited. Extremely poor and unacceptable customer service.
Toshiba America, Inc. Reviews
I bought my new satellite laptop from Toshiba and months later the microphone stopped working. Though some may say this is not a big issue, but when someone spends $1200 dollars on a laptop, you'd expect it to work. Called their customer service hotline, they agreed to fix it because we found out that it needed to be sent back but i'd have to pay to send it to them. Yes people, its still under warranty but I have to pay to send it to them to fix, even though its their faulty product that I have to send it back in the first place. I asked if there were any place near me for me to just drop off, but there wasn't. I sent the laptop after my school semester ended. I had three weeks before school started again. I got it back a month later and the problem was not fix!!!! Called them again, went through the whole process, they said i'd have to send it back again. Told them I cant send it back now because the semester already started. They said your warranty will expire so they cant waive it. So long story short, I should of listened to everyone else and got an Apple.......biggest mistake going with Toshiba. I hope others read this, and do your customer service research on which ever company you plan to buy from. sorry for the long post : https://cdn.meme.am/instances/500x/52363973.jpg
On May 8, 2016, I purchased a Toshiba Satellite laptop P55W – C5316 at Best Buy here in Greenville, South Carolina, for work. It’s barely 2 months old and it will not turn on. I took it back to Best Buy, Geek Squad, what a nightmare! They basically scorned me for not buying their $500 in-house warranty and checked it in as “Dirty” as their software doesn’t have the option to select clean or new. And get this, I’m also told “we see a lot of these lower end laptops come through our service center”. Why do I need to purchase a $500 warranty for $1,000 laptop?
Now, let me just say I just spent $1,000 and to be told that I bought a lower end laptop, then why have them on the shelves. I am so irritated!
I asked for a loner. I asked, how could I o my work and here’s the response, “I don’t know. Well, if you had bought the in-house warranty, we might could help, but as it stands we have to send it to Toshiba”. (2 Weeks)
And guess what, just to check on the battery, it has to be checked by a Tech person, not the owner.
We received a call today, August 2, that the Toshiba service center had corrected the battery issue and my laptop was ready for pickup. My husband stops in to pick it up, of course he has to verify it works. He noticed the corner is bent and asked what happened. It had been Dropped, Dropped. Dropped!
Best Buy now has to send it back Toshiba to be repaired. Really? Repaired? Are they serious? I do not want the laptop back!!
Where’s my new laptop? I do not want a piece of junk.
Toshiba sucks!
Let's make this a short story! I bought a Toshiba laptop $1600.00 latest and greatest... I thought. Received it by mail, never worked right out of the box. After four trips to get repaired I requested a refund or a new computer. They offered a product that was substandard to what I paid for. So I requested the refund. They explained they would refund $1249.00 "fair market value" because I had the computer for eight months. The eight months was going back and fourth to the repair shop. So Toshiba made $350.00 off me for something I never used once. I have bought three other Toshiba computers in the past and they were great computers. I still think they are good but I will never purchase another one because of there third world country customer service. Today I just got partial refund check 10 months after I had purchased the laptop. GOOD BUY TOSHIBA, NEVER AGAIN!!
On the Toshiba site I purchased the Premium Support Bundle for software, I was e mailed a receipt.
Two days later I called for support to the number listed on the e mail receipt. I was told that they did not have any record of my Bundle being purchased. My bank certiainly had a record of the purchase.
Of course they offered to help for a fee.
After buying a Toshiba laptop our computer's keyboard stoppe working. We returned the computer for repair and the computer are back with a functioning keyboard. However soon after that the EXACT problem happened again. Toshiba had us return the computer to be fixed. Again shortly after return the EXACT problem occurred yet again. Toshiba continued to have us send in the laptop only to have it temporarily repaired and never fixed. Finally, after 4 times of doing this they provided us with a replacement laptop. The replacement laptop arrived and the speakers do not work. We have since asked for a refund, but Toshiba is unwilling to give us a full cost replacement, even though our computer broke for the first time less than 30 days after we bought it.
Early in Oct I noticed that the USB Port was not working on my Satellite laptop. I took my computer to Geek Squad for repair and was told they could not do the work since it was actually the motherobard causing this.
I then called the Toshiba company to see how much it would be for this type of repair. When I told them what Geek Squad said about the USB port and it being caused by the motherboard theyday agreed that that was the problem. After getting it backed up I paid for the shipping costs and sent it to them.
A few days later I received an Email stating
We got a Toshiba excite 7" tablet for my daughter, for her birthday. Two weeks after opening the tablet, it wouldnt connect to wifi and it kept shutting off. We then called Toshiba, explained the situation to them. They told us they would send us another one. when they sent us the next tablet it was a refurbished one instead of a new one. Ever since we got the refurbished one it has not charged fully at all. Both times they have sent us shipping labels that they want US to pay for when it is their screw up. We have had nothing but problems and issues with Toshiba. They are a worthless company that doesn't give a d*** about their customers.
What a nightmare!
On June 29th I purchased a new Toshiba laptop. Excited about the 12 GB RAM and the SSID. After A few days I started having trouble with the tonal colors on the machine. I played with the setting, reloaded the drivers, and decided it must be the video card.
On July 16th I talked to Toshiba on the only number that exists for you. That is a problem. If your 800 Customer Service is in trouble you will never know. They are in trouble. I sent pictures and agreed to pay the shipping. A work order TP-169402 was created. The shipping box did not arrive until July 21. It took the Repair Depot 5 days to get the box to me using FedEx. Wonder if FedEx was the one that dropped the ball? Not good. I shipped out the 21st.
I kept monitoring the Depot’s website for my repair information. With nothing posted on July 27th, Customer Service finally gave me the number to your third party vendor that runs the Repair Depot.
The Repair Depot has one woman who handles all inbound calls, Helen McIntosh. When I called and gave her the work order number she said she would call me back which she did. The person at Customer Service who did the work order put a different serial number on the paperwork than the one I gave them. My machine had been “tossed in a bin” because the serial number did not match the paperwork. No attempt to contact the customer. Just tossed in the bin like a lost and found box.
They had to send the machine back to me. There was no way to change the paperwork and send a new work order to the Depot because that was “against procedure” and your Customer service Rep could be “fired.” I was also told that your Customer Service and the Repair Depot are not allowed to talk to each other, email only. After a week the Depot, that had told me they were sending the machine back so I could get the proper work order with the right serial number and return the machine to them, had done nothing. My machine was in the “bin.” And Helen at the Depot told me she would get to when she could. She sounded look a sweet grandmother who was totally in over her head and completely incompetent.
I called customer service, again on August 5th. If you talk to your average Rep you have to repeat your story/problem at least 5 times. You could probably reduce your inbound call times by 50% if you had people who could think. I wanted a supervisor. I got a case manager. The first one did NOTHING. Said they would call me back and did NOTHING. The second Case Manager got things done. A new order was created TP-10573591. I have now gone past being able to return the machine to the retailer because I am past 30 days and Toshiba has the machine in Indiana.
The 2nd Case Manager got the paperwork changed without having to return the machine to me, so I could return it to the Depot. The replaced or reconnected the video card… the customer is not told what they do … and on August 10th the machine is returned to me and I received in on August 12th. July 17th to August 12th. How do you think you are doing?
When I got the machine I immediately called the Customer Service. The touchpad did not work. No one checked the machine before the returned it? How can you check to see if the video card has been repaired without touching the touchpad?
Customer service helped me reinstall the drivers but something wasn’t right. I couldn’t figure it out. On Sunday September 6th I figured out what was wrong. The lower left corner of the touchpad was sporadically sticking. I called Customer Service. I spent 6 hours on the phone trying to explain to your rocket scientist that the touchpad was sticking. A new work order was created TP-10580252 and the machine went back to the Repair Depot. The machine was returned to me on Sept 15th at 1430 hrs.
At this point I have owned the machine for 62 days. Had it working for about 7. Had it in my possession for 27 days and 35 days at the Repair Depot. It came back BROKEN! We started with a video card… fixed that and broke the touchpad… now I have 15 keys on the keyboard that do not work.
I called Customer Service immediately. New Case # 201509151950205. The Case Manger Ella did the best you would allow her. The machine has been shipped to California on the 16th. I sit here watching as we increase the number of days you have the machine and I don’t. Do you really think I bought a laptop to not see it?
I could not even send this review in the request Toshiba sent me “Customer Service Review.” 2000 character limit.
Your Customer Service should be a Harvard Business School case for how not to do it. You third party repair vendor does more harm then good. If you were a reputable company you would have apologized and just sent me new machine. But obviously you have very deep organizational problems so I am still stuck in your maze.
I have owned three Toshiba laptops. The first two never gave me any problems, that's why I bought a third. I purchased an extended warrenty. Within my warranty period the computer started making a clicking noise. I called Toshiba support and that's when the real trouble began.
I read about Toshiba "Depot" support online, and the reviews are not good. I was hoping my experience would be different. It wasn't.
I find the word support to be inaccurate. I feel a better word is regime. Basically, if you don't do exactly as Toshiba says, they will not assist you. Here is a list of things that occcured:
1) They required me to send them my computer instead of fixing it locally.
2) They charged Me $35 to ship it when it was their problem.
3) They stated my computer was insured by them, but in the fine print it says they are not responsible for shipping accidents. I tried multiple times with multiple people to get clarification on what they were "saying" vs what was written on their website. I know enough to know what's written is what the law supports, so I wasn't believing what they were saying.
4) I asked them how much my computer was insured for if something did happen to it. I never got a straight answer. I gave them some options to say something like "If necessary we would replace your computer with one of equal or better capability.", but they only kept saying it's insured.
5) When I tried to escalate the issue through their support system it was robotic, like everyone was reading from a script on how to talk to me. Even when I spoke with the Excutive support liason they continued to be elusive in their responses to trying to get answers to #3 and #4 above.
The process to deal with Toshiba "support" took literally months due to having to go through so many people to try and get two simple answers from them. Adding insult to injury, I had to pay to ship my computer when they have authorized service in my area.
After being a loyal customer who told many people how well I liked my Toshiba computers, I will never buy a Toshiba product again. Not necessarily because the product is bad, but because how incredibley robotic and inflexible Toshiba support is throughout its entire support (front line up through executive office) system is.
My understanding is Dell's support is fantastic. Their computers may not rate as high, but as long as I have quality support, I'm not so concerned.
I will never own, nor recommend another Toshiba product as long as I live.
On Apri 4, 2015, I bought my wife a new computer. She wanted one of the tablets so she could carry it around easier than her current laptop. I agreed, and we went to Best Buy to pick one out. After looking at several, I chose the Toshiba Click 2, both for price ($449), and reliability. We have had several Toshiba laptops, most recently a Satellite L355 prior to this one t...hat lasted 2 years.
So, this tablet was nice to start with, but in early July, that all fell apart.....literally. Screws started falling out of it, and soon, the screen just fell off all together. 4 months, and it was in a pile of rubble. When this all happened, the tablet refused to boot up.
I purchaed a Toshiba laptop in April 2015 at Staples in Folsom California. There was a $50.00 Rebate, which I decided would be a great incentive to purchase that brand over others. I completed the form as directed and attached everything required. Then two months later, when I'm supposed to get the $50.00 prepaid Visa card, I get a notice from Toshiba, PO Box 939, Winsted, MN 55395-0939 stating my submission for the Toshiba Offer was declined for the following reasons: *A valid Serial Number was not submitted from a valid Toshiba Notebook.
*Submission did not include an original UPC from a valid Toshiba laptop. The notice included an 888 number to call: (888) 221-4317. I have been calling that number for three days, with no success of getting through. I will NEVER buy another Toshiba product ever again.
Problems from day-one with new Toshiba Satellite Radius laptop. I kept getting a black screen that would pop up while using the laptop. I called tech service and after some remote testing, I was told it's a software problem which will cost $90 for advanced software tech support and I paid the $90. After SIX days, MANY hours of remote access, and dealing with EIGHT different techs, the problem was still happening. On the sixth day I was told it's a hardware problem and I'd have to send laptop in for repair, that I will receive an email to authorize the return, a shipping label, and packing box (as a "favor" to me)--none of which I received. I called for a refund of the $90 for advanced "software" tech support that I was told was the problem from the beginning which turned out to be a "hardware" problem six days later. I was told a Refund Specialist would call me within 3-5 business days. No one contacted me. I called and was told the refund would be "released" later that afternoon. No refund has been credited. Extremely poor and unacceptable customer service.