Open Topic

[#1]

I bought 8 computers from another company before I bought my Toshiba laptop. What prompted me to this change was after 7 solid computers the 8th had a lot of problems. The tech support was medicore at best. On one particular call they finally told me they would refer me to a higher tier tech which of whom was busy at the time. To please hang up and they will get back to me within the hour. Well, needless to say that call never came and my next purchase was Toshiba because I read they had great support.

I've had this Toshiba laptop for 6 months without a problem. All of a sudden it started freezing up on me upon boot up. I called tech support. The tech was very flustered and tried to hurry the call. She would tell me to boot the computer up and right after that try to tell me to do something different even though the computer hadn't had the time to boot up. I did not get angry or frustrated, I was patient with her. She finally gave me the line after about 10 minutes of service with me  "I can't help you but, the higher tier tech can. He is busy and I will have him call you in 15- 20 minutes." That was last Thursday and today is Monday and I haven't received a call. Do I have to call back in and go through the whole process again from scratch? I don't have time for this.

Is this my first and last purchase from Toshiba?

[#2]

At the beginning of any call, or at any time you can get a case number for that call.  If you have to call back that should get you back to where you were without having to repeat everything.

Keith

[#3]

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Keith wrote:

At the beginning of any call, or at any time you can get a case number for that call.  If you have to call back that should get you back to where you were without having to repeat everything.

Keith

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Even so, why don't they call you back?

[#4]

They should call customers back and they do call customers back.

I don't know what happened in this case.

I can say that in other cases there have been phone problems, or the customer gave the wrong phone number.  And sometimes customers give out their home number, but then think they gave out their cell number to which they never got a call.  And sometimes an agent makes a mistake, after all they are human.

If you have a problem in this area, contact Toshiba - 800-457-7777.

The forum is not really the place to get into this, as it can not be resolved here.

[#5]

I got thisToshiba for my birthday. I don't know where my wife obtained it, but i am having problems with t shutting down while I am still working. I called tech support only to be told they would be charging me $65.00 each time I called. I will never purchase another Toshiba. Next time I will purchase an ACER. They have fantastic support

[#6]

If this unit was recently purchased you have a one year warranty dougc51, all you will need to do is furnish model#, obtain initial case# from toshiba.  Ensure that you registered same on www.toshiba.com-registration menu.  If you can post the model# be beneficial for us. OR, you can take to nearest Service Center for a diagnostic.

[#7]

dougc51,

As long as you are under warranty, calls to Technical Support are free.  (Keeping in mind that Technical Support will only help with the orginal computer and the orginal software.  Which just means they won't support things that didn't ship orginally.)  Just to be clear, for a new computer, your call should have been free.

Does your wife have a receipt showing a legitimate new purchase?  If so, then that can be faxed to Toshiba as proof of purchase and to show the unit is new.

[#8]

I feel your pain brother.  I flushed 800 down the toilet on my laptop and have mailed it in 3 times now.  I have never received any replies to emails and talking to "customer support" is like talking to a recording.  They told me the second time I sent it in it would be replaced if it required service a third time but, surprise surprise now they don't remember that.  They wanted to charge me 25 bucks for a start-up disc since my hard drive is inoperable again.  What a great concept.  Good luck man.

[#9]

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chump wrote:

They wanted to charge me 25 bucks for a start-up disc since my hard drive is inoperable again.  What a great concept.  Good luck man.

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It isn't Toshiba's fault that you failed to create your own Recovery Disks.  They provided the capability to do so just for such an occasion.  It's my experience that all of the computer manufacturers charge this fairly standard $25.00 fee.  The only exceptions tend to be from users who's systems are incapable of creating the disks, and then only if one contacts them with a very few days of receiving their system.  People who wait weeks or months before creating them are normally charged for these disks due to the number of problems that could have cropped up that affect their system's ability to create the disks during that time. 

[#10]

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dougc51 wrote:

I got thisToshiba for my birthday. I don't know where my wife obtained it, but i am having problems with t shutting down while I am still working. I called tech support only to be told they would be charging me $65.00 each time I called. I will never purchase another Toshiba. Next time I will purchase an ACER. They have fantastic support

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http://www.laptopmag.com/mobile-life/tech-support-showdown-2009.aspx?page=12

Apparently Laptop Mag says Toshiba is better than Acer. I have heard bad things about tech support for every company except Apple and Asus.