- Report: #1152165
Report - Rebuttal - Arbitrate
Complaint Review: Toshiba America Information Systems Inc.
Toshiba America Information Systems Inc.9740 Irvine Blv Irvine, California USA
Toshiba America Information Systems Inc. Toshiba's Outsourced Customer Support is Absolutely Useless Irvine California
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Do not EVER purchase any kind of tech support from Toshiba. It is outsourced to the Phillipines. I myself am half filipino, but I was shocked out how indifferent this department is about customer satisfication. I spent hours spread over 6 days fighting over the phone for a refund since the issue on my computer I had asked them to fix was NOT fixed. They absolutely do not care whether the customer is satifsfied or not. There is a 12 hour difference so trying to contact a tech after an initial contact is almost impossible. The tech had no problem repeatedly calling me after midnight and then blamed me on the voicemail for not answering. When I called no one knew the person I had worked with and they have no customer service reference numbers.
I purchased a Toshiba laptop 2 years ago. I had a issue with the homegroup networking. I decided to go ahead and use the remote assistance from Toshiba to fix this problem. It was 9p.m Eastern Time when I called.
Because my warranty expired I had to pay either a $90 one time fix fee or a $159.95 annual troubleshooting subcription. I chose the annual subscription. The tech, Jeoffrey remote accessed my computer and did a scan in a dos window. He told me that the fix would take a couple of hours and that I could get off the phone. I checked my computer after the scan and it appeared that no other actions were being taken so I informed him that the scan was over. After I recieved no response and I saw no actions I went to bed trusting he would take care of the issue.
When I woke up the next morning I saw the problem had not been fixed. He had called me three times around midnight to tell me that the connection had been lost. When I checked the computer he had loaded three "troubleshooting" programs on my computer and the log said that it had shut down the remote access line.
The tech left a voice mail to say he would call back at 7pm to continue the session. When 7pm came and went I called Toshiba and that tech informed me there was no way he could look up my account without a serial number which had since been rubbed off the back bottom of the unit. I gave him my reference code and he said it was still impossible. When I informed him that they had already charged my account and asked him to look it up another way he said that was impossible also. When I asked to talk to his supervisor he hung up on me. I called again. This technician she was able to look up my account. I asked if I could be put in contact with the tech I had been working with and she said there were 300 people working there so she would not be able to do so. I hung up. I called again. Finally, a tech said since there is no record of any troubleshooting they would give me a refund.
I recieved no refund. I called Toshiba corporate and complained about the service and asked for a refund. The assured me I'd get a full refund. Finally a manager, Sonny, told me they could only give me half of my money back after NOTHING was fixed on my computer. I asked them if $70 dollars was worth me filing a complaint with the State attorney of CA. He could care less. I'm going to file the complaint but I'm disgusted I had to spend this amount of time energy, stress, and money and recieved NOTHING from them.
This report was posted on Ripoff Report on 06/04/2014 01:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/Toshiba-America-Information-Systems-Inc/Irvine-California-92618-1697/Toshiba-America-Information-Systems-Inc-Toshibas-Outsourced-Customer-Support-is-Absolut-1152165. 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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