ED Magedson – Founder
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
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/reports/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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