Toshiba America Information Systems, Computer Systems Division Ripoff, Defective Product, Poor, outsourced, customer service Irvine California

In March of 2005 I purchased a Toshiba Sattelite MX-35 Laptop. Within 2 months of the purchase I began to experience charging problems. The A/C adaptor would not seat correctly into the socket and had to be "propped" up to help it seat tightly and charge the laptop battery. I contacted Toshiba and was instructed to replace the adaptor as it was likely a broken wire in the cord itself. I replaced the adaptor and continued to have the problem.

As I worked for the military at the time and was deployed shortly after this recommendation was made, I did not access the laptop again until this month. The problem persisted and the second time I tried to seat the adapter plug the entire connection broke completely off the system board and is now loose in the computer.

I called Toshiba as the laptop is under warranty. I spoke with two different representatives I believe were in another country due to the thick accents and limited command of English. Whe I reached the "technician" level I was told if the unit were sent in for repair this would almost certainly be attributed as physical damage which is not covered by the warranty.

On Toshiba's website, under "communications" is a link to a computing forum.

Toshiba's description of this forum is:

Online Laptop Computing Forum

Post a question, get help from knowledgeable
users and portable computing specialists

When you click on this link you get a disclaimer that the website is not affiliated with Toshiba. Okay, first question:

If you link to a website and YOUR company description indicates these are "specialists" then aren't YOU giving some crediility to them?

The answer - apparently not. In this forum are MULTIPLE posts regarding the EXACT problem with Toshiba Laptops from many users. All following the same progression - from the original difficulty seating the A/C adapter to the final broken connector. The "Specialists" in the forum always provide the same general answer - This is a known defect with Toshiba Laptops and although the company should acknowledge it they do not. Option - Replace the system board ($400-$500) or scrap the Laptop.

Toshiba's customer service reply is that they have no know reported issues with this model as described. BULLHOCKEY - the reports are there in a forum that the company itself links to - and by virtue of the fact they provide this link and call the experts here "specialists" is an inherent endorsement of their knowledge of the product.

I will shortly be composing a letter to Toshiba's executives regarding this issue. To have marketed a product as expensive as a laptop, to have a known defect discovered and refuse to acknowledge it is fraudulent in my opinion.

I will post follow-ups as they are available.

Aafes
Viernheim
U.S.A.