A rare instance of great customer service....

[Dookus]

my Toshiba laptop started experiencing a problem where the battery wouldn't charge properly when connected to AC power. It steadily degraded, getting worse and worse, to the point where I couldn't even charge the battery while the computer was turned on.

I phoned Toshiba (no wait time on hold), explained the problem, and was given a case number. I was told they'd send me a mailer box and I should pack up the computer and send it in.


The next day the box arrived. I packed it up, slapped the pre-paid sticker on the box, called UPS for pickup, and sent it in. Six days later, today, I got it back. They replaced the motherboard. Everything works well, they didn't have to touch my hard disk, and the whole process couldn't have been easier from start to finish. I'm disappointed the problem occurred at all, but I've worked in high-tech consumer electronics for a long time, and I know these things happen. The real test is how a company responds.

A toast (:toast:) to Toshiba for doing it well.

[RagingInMiami]

1. That's great news cause I also have a Toshiba laptop

I hope if I ever need to call them, I'll get the same treatment.

[auntAgonist]

2. We'll definately keep Toshiba in mind

when it's time for a laptop. Thanks for that report.

Glad you're all set and happy!

[Dookus]

3. This is my second toshiba

and I wouldn't buy another brand. My last one was a total workhorse - it was used hard for years without a single problem (until I spilled a drink onto it).

I've had Sony's, HPs, IBM's.... didn't like any of 'em. Toshiba's the one for me now.

[ClassicDem]

4. Word of Advice

Make sure your recovery cds still work, Toshiba tattoos their motherboards and if they forgot to do it during the repair you will have to pay to have it done once the warranty runs out.

To test this just put the original recovery CD into the system and reboot, if it boots up with the Toshiba recovery everything is OK you can exit out and remove the CD, however if it comes up with an error message stating this recovery CD will only work on a Toshiba "your model number" then contact Toshiba right away to have this fixed.

I have seen several instances where motherboards were replaced by Toshiba and they never applied the tattoo, they are not alone HP was notorious for this.

[Dookus]

5. Thanks...

I'll check it out.

[MichaelHarris]

6. My laptop is a Toshiba also

but I've always fixed it myself. I have worked with Toshiba before on some stuff and they always seemed to be vary good. My battery croaked after 3 years and I had to buy a new one and it cost like 2.7 trillion dollars.

[ET Awful]

7. That's why Toshiba is one of the few brands of laptops I consistently

recommend when people ask :).

Toshiba is top of the list, followed by Sony (believe it or not).

If they don't like those two, I tell 'em it's their loss and to buy HP or Dell :)

[Dookus]

8. I agree

I had a sony briefly, and while the computer itself was great, I hated all the software doo-hickies and thingamabobs they put on there. They had a weird circular menu system that drove me nuts, as well as 50 other useless doodads.

[ET Awful]

13. Yeah, but that stuff can be removed :)

The machine itself is good, and a lot of them have neat little extras like the memory stick and compact flash readers built in and stuff like that :)

[WritersBlock]

9. That's comforting, since I use mine for DU!

Oh, and coursework, too. Which is its main usage. Certainly not DU. Coursework first, definitely! Not DU!

[MissMillie]

10. I had a pretty good experience this week as well.

I have a flip-phone from Sprint. Last week, the screen died on it (so I can't find any of my phone numbers, etc.)

Anyway, I went to their store on Monday, and they ordered me a new phone, at no charge. Mind you, this phone is nearly 18 months old, and I don't have any insurance on it.

They also printed out all my phone numbers for me so that I can look them up on paper, at least until my new phone comes in.

[johnnie]

11. My laptop is a Toshiba also

I bought it used and called support at first because it wouldn't boot up. I had no warranty, but the kid helped me out. It wasn't anything terrible and it has worked ever since.
I have had it for over three years and with the exception of the battery going bad it has been great. I found three replacement batteries on Ebay for 50 bucks for all three. They all work great, so I will have batteries for a while.
I have a few computers, but my laptop has been the best money I have spent in years.

[Patiod]

12. My Toshiba TV from 1986 still works beautifully

no cable, just antenna. Gorgeous crisp picture.

[ET Awful]

14. My newer TV that I got back in November (or around then)

is a Toshiba. Excellent picture, etc. I'm happy with it :)