ED Magedson – Founder
Toshiba America, Inc.9740 Irvind Blvd Irvine, California United States of America
I called Toshiba Support line concerning a problem with my laptop Satellite A505-S6005 Think twice about sending your laptop to Toshiba Repair Depot, do you know who is really taking your laptop apart?
UPS!! Yes UPS story is below. Don't buy Toshiba Laptop again, Toshiba will not does not stand behind there product! I'm new to this site, but I have a Satellite A505-S6005, Here's my problem.
I called Toshiba Support line concerning a problem with my laptop two USB ports on the right hand side, they where loose and flopping around. I was told that I had a little over 30 days left on my warranty and I had to send my laptop to them for repair, a box would me mail to me. I asked why I could not take it to an authorized dealer here in my town? I was told when I register my laptop I didn't pay for that option, so either I mailed it to them or pay for the repair my self.
I asked how long would it take for the box to be mail to me, two days I was told, I was also told when they received my laptop it would take about seven (7) days to repair it, that I needed to remove all password and backup all information I had on my laptop. After backing up all my information from my laptop, and getting it ready to be shipped to them, I took photos of my laptop and began searching to see if anyone else was having the same problem and I found so many with the same problems.
I boxed up my laptop in the box that was sent to me, copied all information and placed a printed 1 sheet from there own web site where people wrote in with the same problems but most of them there warranty had either just run out or had already been over a year and half.
My laptop was taken to UPS on December 29, 2010 at 10:38 a.m. and it was received by Toshiba on December 31, 2010 at 9:30 a.m. for repair.
On January 04, 2011 at 4:12 p.m. I received a call from Toshiba @ 800-457-7777 telling me they received my laptop and it was being repaired, alone with information for contacting them for status, this was an animation call which needs to be a little slower when given contact email information, I was very happy that I also told the tech I wanted to received email confirming concerning any information plus phone calls, at my home number and email was given to the tech.
January 17, 2011 I have not received a call, email, nothing telling me when my laptop will be returned to me. Its been approx Nine (9 Mon-Friday) business days and thirteen (13) total days. So from my ipod I emailed them asking would they please let me know the status of my laptop, I was told it should not take no more then seven days to repair the two right side USB ports that should have never come loose. Ive always trusted Toshiba laptops and have always told friends to buy Toshiba laptop, but not any more from what I'm finding out now, and going through.
Im finding more information that this is becoming a regular and major problem with Toshiba laptops. After sending the email I received an out of office email then thirty min later I got another email telling me that I needed to call Toshiba that this was an non warranty issue and the cost would be $175.99 with a list of credit cards they take. I was upset, very upset when Toshiba should know USB ports are used on a constant bases on a laptop for your cameras, external drives, flash drives, ipods, etc.These items are being plugged in and out of these USB ports and should not come loose or detached from the unit.
On January 18, 2011 I called the 1-800-457-7777 number at 1:17 p.m. was placed on hold for 42 min, and 35 sec, my phone shows the time line. When a woman took my call at 1:58 p.m.I asked her name, Dorothy I was told, she asked me for my depot number and I gave it to her. She then went on to explain to me it would cost me $175.99 for non warranty repair.
I said what!!, you have my laptop for about thirteen days (13) and there was no phone call, email, nothing until I sent email using my ipod, the first responds I get was an out of office email then thirty (30) min later, I get an email telling me my laptop USB ports is an non warranty item. I asked Dorothy to explain to me why the two USB ports on the right side was an non warranty issue, she said because of damage, I got upset and said there is no damage, Im 58 years old and you plug things into those USB ports external drives, ipods, cameras, flash drives your plugging and unplugging items, that it was even posted on there own web site about this major problem which tells me this is a defect and she said Im not saying you miss used your laptop but when you plug and unplug items the USB ports will come loose and that is what makes it an non warranty issue.
I could not believe what this woman had just said, and was very rude. I told her I was contacting the following people Toshiba Headquarters, consumers protection, better business, attorney general, and she said you contact whom ever you want, are you going to pay the $175.99 ? I told her NO! I want a letter explaining what she just told me about the USB ports and I want my laptop mailed back to me.
I told her my laptop is less then a year old, and it still looks like it came out of the box brand new, I was cut off because Music came on then she came back on and said did you understand what I said, told her no, you cut me off by placing me on hold again. I told her I want to speak to a supervisor, she said she would transferring me to costumer relation service, time now 2:03 p.m.
When a person answer the phone I asked who I was speaking with, I was told case manager , I then asked her for her name, she said it was Pearl, I explained the problem again to her, and she said the same, due to the fact that your plugging items into the USB port and unplugging, its an non warranty issue, I told her who I was contacting, she was also told that I wanted my laptop mail back to me that I have photos of my laptop that I was finding out on there own web site of people posting that had the same problem told a non warranty issue and they got there laptop back damaged.
She said I will make a report and gave me a number. She also stated that plugging and unplugging things into the USB Ports will make them come loose, I told her that was a bunch of bull ???? She said when you plug things in you should leave them in, I asked her did she just say, when you use your USB ports you should leave the item plugged in, she said yes, I told her what sense does that make, then why do we need a laptop if it's not portable we might as well go back to desktop. She said I'm sorry.
I also told her there's no excuse to keep someone on hold with no responds for forty two min (42 Min) and 35 sec, also no responds when you have my laptop for thirteen days (13) and you never tried to even contact me at all, no phone call, no email until I emailed you. You called to let me know you got my laptop but your going to hold it knowing your trying to pull a non warranty and not contact me.
I told her everything that has taken place with Toshiba speaks volume about there company and how they treat there costumers. All she would say is I'm making a claim report and your laptop will be mail back to you. I asked her for the tracking number, that all she gave me was an report number she said they will call you with the tracking number and I told her they never contacted me about my laptop she said she would not have the tracking number they would call me. Call was ended at 2:09 p.m. 52 min and 35 seconds. I spent more time on hold then any help from Toshiba. I did some more searching and really got upset when I found out who is really doing the repairs if they do them at all.
Now I know why they would not allow me to take it to an authorized dealer, If I did I would have to pay the cost of repairs. Here's the kicker, Toshiba partnered with the United Parcel Service (UPS) to design a more efficient repair process. Customers are told to drop off their laptops at a UPS Store, from which they will be shipped to Toshiba for repairs and then sent back to the customer. The laptops are in fact shipped off to an authorized UPS-run repair facility in Louisville, Ky, where UPS repairs the laptops themselves and ships them back to the customer directly. Toshiba does not even handle the laptops UPS does.
If I had know this and Toshiba should have told me that UPS would be doing the repairs I would have never sent my laptop to them, they can't deliver a package without damage, now I'm really worried about my laptop. I checked on Jan 20, 2011 for the status of my laptop it's still showing repair status waiting for me to ok the repair for $175.99, I sent another email and told them to mail my laptop back to me, gave the report number that Pearl had given me and told them I was not paying anything, to send me my laptop undamaged.
I received an email reply stating my laptop was being mail back to me. As of today, Jan 23, 2011 it is still showing in repair status, no phone call telling me it's been mail with a tracking number. I want my laptop and wish I had never sent it in, if I had know UPS would be taking it apart. I've also told them that There's two major problems the USB coming loose and lots are posting about there AC adapter coming loose which is also on the right hand side just like the USB ports and calling them an non warranty issue.
My daughter has an Toshiba laptop Model Satellite L355D-S7825 model with the same problem but with this model there's one USB port on right side, two on left side, her's that is loose is also on right hand side but her warranty was up when it happen to her.I have kept copies of everything, logged everything, kept copies of web sites even Toshiba's site about these problems and them calling it an non warranty issue. And for them not to tell you that your laptop is being taken apart and if repaired that it is not by Toshiba but in fact by UPS, which is really important.
There's others out there who has posted on Toshiba web site who also has not received there laptop also. Don't buy Toshiba every again. On Jan 20, 2011 I emailed the repair depot at ToshibaRepair@tais.toshiba.com to send my laptop back to me, they are not going to honor there warranty why are you holding my laptop. Received an email from them, that it would be mail back to me. Jan 21-23 2011 nothing no call, no email telling it's been shipped or any info on sending my laptop back.
On Jan 24, 2011 late in evening I got an email telling me my laptop had been shipped on Jan 23, 2011 two day air, alone with a link to UPS for tracking here's the kicker, Tracking Number:N/A so that Tuesday Jan 25, 2011 I called them which if the information was correct I should had gotten my laptop but without a number I can't track it. I got a person name Jesi explain to her, gave her information she need she looked it up and is going to tell me maybe they haven shipped it yet, I read the email to her and she said have to transfer you.
I got this time, person name Robin, explain the problem to her, she said she could not find anything either and she didn't know where my laptop was. So she was going to email them and call me in the morning the next day, I asked her to also email me. She said she could not do that. She gave me a REF number. Again I spent more time on hold then I did getting help. Have no clue where my laptop is.
Jan 25, 2011 No call from Robin, its 2:00p.m. and nothing, Door bell ran at 2:50p.m. it's UPS, got my laptop, video taped me opening up the box taking my laptop out, being a repair shop that does not honor warranties, when I turn my system it, the first thing I got and it's on video was that nasty blue screen telling you windows was not shut down that data could have been lost etc. giving options it was on start windows normal, I just hit enter, still video taping it all. Notice my cover for the express slot was missing, other problems, so I called them, again explain to Ray what's missing, he tells me he has to transfer me. Here goes the games again, after holding and holding I got a Don, repair Depot center is where my call was sent to.
I told Don what was missing; he said did you send it. I told him I've never use the express slot the slot cover had never been taken off, and I want my express card slot cover! He asked me to hold on, then he comes back and ask me "What is an express slot cover" I said what? I then gave him the tech ID that had my laptop, I was told to hold on again. He comes back and say well we will mail it to you if we find it, he called out my address I told him you will send me my express slot cover period.
Also I wanted a Ref number, he said we don't give that, ok, I said I want a Conformation on this, he said we don't give that either. OK, email me what we have talked about here, he said I can't do that, you just have to trust me. I said Trust you! you got to be kidding me. So when I got off the phone, I email the repair depot and emailed them every thing that was said and told them I want my cover, I have a large area that is left open on my laptop it was not like that when I sent it to you and I want my cover. I took photos before I sent them my laptop.
If I had knew before hand that USP does the repairs I would not have sent my laptop to them. I'm not going to let this rest, even If I have to take them to small claim court. And on most of these model of laptops, the USB on the right hand side is not solider to the mother board, they are trying there best to claim that (repair Depot), I've seen the inside of my model on a web site that shows the inside. Toshiba knows they cut corners with the items on the right hand side of these laptops, the power cord plug will come detached, the usb ports will become detached, why is that and Toshiba knows the answers but wants to call it an non warranty issue. As of today, January 28, 2011 I have not gotten a reply to my email I sent to the Toshiba Repair Depot.
This report was posted on Ripoff Report on 01/28/2011 06:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/Toshiba-America-Inc/Irvine-California-92618/Toshiba-America-Inc-Toshiba-Repair-Depot-Refuse-To-Honor-Warranty-For-Defected-Laptop-I-688203. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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