Toshiba Laptops /Repair Depot Nationwide

What a nightmare!

On June 29^th 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 16^th 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 21^st.

I kept monitoring the Depot’s website for my repair information.  With nothing posted on July 27^th, 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 5^th.    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 2^nd 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 10^th the machine is returned to me and I received in on August 12^th.   July 17^th to August 12^th.  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 6^th 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 15^th 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 16^th.  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.