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Toshiba Customer service sucks

by tuscman1712 / December 24, 2012 12:40 AM PST

I'm posting this on every available website so that other consumers will not make the mistake I did by buying a Toshiba laptop.

I purchased a Satellite P845t-S4310 as a birthday present for my daughter. Right out of the sealed box, the touchscreen did not work. I called their technical support number and was first told that the laptop was NOT touchscreen capable. I pointed out that the specs on their website said it was and there was a sticker on the laptop saying it was a touchscreen.

After a couple of different calls, I was able to get them to agree to fix it under warranty. They received the laptop on 11/28/12. On 11/30/12 their repair status website showed the laptop as having been repaired. After a week of waiting for it to return, I called them again and asked the status. They said it was, in fact, not repaired.

Another week goes by and I call again. This time I was told they were waiting on parts that would not come in until 12/14/12. I called on that date and was told the parts would not be in until 12/17/12. I called on 12/19, 12/20 and 12/21 and each time was told they would check the status and call me back. They didn't. Finally they told me that the one part had come in, but now they were waiting on another part.

To date, I still have not gotten my laptop back.

Principal to Toshiba's customer service failure, is their ridiculous hierarchy. You first talk to a person that is completely ill-equipped to solve your problem. Then your call is "escalated" to a "case manager" who is only marginally more adept. Here's where the breakdown gets worse. It is very unlikely that you will ever speak to that same case manager again. Which means you don't have anyone who is "invested" in providing a solution. You have to explain everything over and over again.

Additionally, the case managers have no authority to make the necessary decisions to resolve issues. Plus, they will not let you talk to anyone higher up the chain. In my case, I asked that they just send me a replacement laptop. After all, mine was broken out of the box (or was manufactured to the wrong specs). They gave me the runaround saying that enough time hadn't passed to authorized that kind of action. When asked how much time needed to pass, they said it was handled on a case by case basis. When asked why my case didn't warrant that action, they said that because parts were on order, they couldn't authorize a replacement. I asked what they would do if the product was irreparable. They said they would provide a replacement. I asked how long I have to wait for a part before they deem the repair time as too lengthy. The said one week. I asked how that time frame was determined. The said, you guessed it, on a case by case basis. I asked who makes that decision. They said a upper level case manager. I asked to speak to one of those people. They said, "it's not our policy."


Look at all the negative comments regarding this company. Years ago, they used to be a leader in laptop design, sales and service. Not anymore.

UPDATE: On 12/24/12 I spoke with yet another case manager who contradicted what other case managers had said regarding a replacement laptop. He said it couldn't be done and if my laptop was irreparable they would have to look at other options. Still getting the run around, nearly 4 weeks after they received my laptop for repairs.

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My advice is simple.
by R. Proffitt Forum moderator / December 24, 2012 12:47 AM PST

If a product arrives defective, it goes back as a return. A new machine does not get repaired. It gets returned. Amazon has been very good about this.

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by pgc3 / December 24, 2012 1:03 AM PST
In reply to: My advice is simple.

I totally agree, it is a return. I have had several TOSHIBA laptops, I own 2 as of now, I personally have NEVER had a problem with ANY of the Toshi's that I have owned. I have seen other manufacturers (major companies) that have ridiculously high go back problems. Again Bob, I agree, anything can be bad out of the box, freight damage, etc. in that event, it goes back for replacement and you are right Amazon is very good for returns. MERRY CHRISTMAS AND HAPPY NEW YEAR TO YOU AND YOURS!!!!!!!!!!!!!!!!!!

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Do any of them have good tech support?
by wpgwpg / December 24, 2012 1:09 AM PST

I've gotten run-arounds from Toshiba, Dell, and worst of all HP. In days of yore when you paid $2000 or even $1000 for a computer, support was pretty good, but when you can buy a decent computer for $500, I haven't seen good support from any of them. I did have a good experience with Intel a few years ago, but that was with a Pentium CPU, not a computer. With the Dell desktop I bought in 2001 (I paid $1200 for it) I got great support even for the software, from someone who spoke and understood English, but I don't any of the PC manufacturers will support software any more with the standard warranties. Since new PCs come with pre-loaded OEM versions of Windows, MS says it's up to the manufacturer to support Windows. Apple users seem to be happier with their support, but you sure pay a lot up front and whenever you buy software.
So what's a user to do? As Bob points out, if it's defective out of the box, return it immediately. I always buy from a brick and mortar store and charge it on my credit card, so I can just get a credit to the card if necessary. After you've had the computer for a while, especially after the warranty runs out, be prepared to spend $150 and up for software problems or find someone who knows how to fix computer problems. It always behooves you to have an external hard drive where you keep up to date full system backups as well, since sooner or later all PCs will develop problems of one sort or another.

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Toshiba Laptop Suxx
by tobit_4444 / July 6, 2013 2:30 PM PDT

I have to agree with tuscman - Toshiba laptops are worthless. What makes it worse is the terrible customer "service" these people give. I recently bought a PC through Best Buy and thought I had a bargain. But the machine broke down in less than 2 weeks. Under their terms, I have to pay postage in order to get the lousy thing fixed.

Why do I have to pay????

Then, what guarantee do I have that it will ever work and not break down immediately when it is returned? (assuming it is returned)

I have posted on the Best Buy forum and asked, how can they sell such junk. Naturally there was no reply.

Why can't these wealthy groups accept responsibility for the mess they create????

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Very Fed Up With Toshiba
by Auszacfai / September 22, 2015 3:51 PM PDT

I bought a Toshiba Qosmio X75-A7295 17.3-Inch Laptop (2.40 GHz Intel Core i7-4700M Processor, 16 GB DIMM, 1 TB HDD with an extended warranty from Toshiba Direct. I left my computer running one day and left for lunch when I came back and the machine was off and would not turn on. I could smell something burning inside when I picked it up. I called Toshiba and they told me to take it to a local repair shop here in Dallas which is 20 miles from my house. I was first told to take it somewhere and get my data extracted before I took it in. About a week after I took it in I was told that they were not allowed to fix the laptop and it had to be sent to California. I'm Thinking "No problem". OK, time frame: local company took about 3 days to extract the data. I dropped it off in Dallas on August 18, 2015. 5 days later I was told it had to be sent to California. I called today September 22, 2015 as I have not heard anything back from anyone. Toshiba received it on September 1, 2015. Toshiba has had my computer for 22 days. Of course when you call you get routed to the Philippines where they just read off a computer screen. I was told they were still "Trouble Shooting" the machine and could not determine the cause. I was told that Tristar Computer Repair in California had the computer so I called them. I gave them the serial number and was told they had never received the laptop. I then called Toshiba Corporate in California and was routed to the escalation office to leave a message and would be called back. I will update this post when I receive a call back

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Getting the data out is at most a few hour DIY job.
by R. Proffitt Forum moderator / September 22, 2015 4:02 PM PDT
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Toshiba has the worst support and warranty ever!
by emoryhu / January 15, 2016 1:09 PM PST

After using the laptop for a few month, the monitor's case became unglued. First of all, why it the computer glued together? Because I bought it through Costco, I called the Costco concierge. Costco service is great, they took notes and contacted Toshiba, which was represented by someone who spoke really broken English, it took her 3 times to get my phone number right. Anyway, they deemed the laptop physical damage, which they say is not under the warranty coverage. How is that physical damage when it's factory defect? Costco representative helped me escalate the claim to a higher chain. After holding for 30 more minutes, the higher chain decided it is still not under coverage.

Never buy Toshiba again!

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