I’ve been on the phone with Toshiba 3 times today.
First time, I spoke with Rachel in Customer Relations. She told me Tina was still waiting on an email back from Level 3 Tech support – James specifically. I told her I’d call back in a few hours.
Second time, I called and asked about my warranty. I bought my [original] computer at the end of March, this year (2005). It came with a 1 year warranty. When I was to get a refurbished computer to replace the original defective unit, the paper I was required to sign said the warranty on the refurbished computer was 90 days. I called and spoke with Eray at the time, who assured me that was not the case, I didn’t need to worry about it. Well, after all these issues, I sure as heck AM worried about it.
Back to my second call. I was told my warranty would be up in January 2006…Heck no it won’t! And if it’s going to be up then, they sure better hussle to get a new working model to me, ASAP.
I was then transfered to May in Customer Relations to tell her the warranty info was wrong and to find out the status on my computer. I suggested she put me on hold and give the Corporate Office a call to straighten things out while I waited. I didn’t mind a bit. She told me she wasn’t able to do that. I requested the number, I’d be happy to make the call myself. Nope, couldn’t do that either. She could give me their address and I could search the internet for their phone number (ha!). In the end, she agreed to transfer me to Level 3 Tech Support to see what they could do for me.
I was transferred and sent to James, who called me yesterday asking for detailed information on what my laptop was doing. But James was out to lunch and I got voice mail… of course, I hung up, which led to my 3rd call….
Three calls into things and you know, you always have to start at the ground floor, regular old customer service, who then has to transfer you to the next person. Here I go again – but hey, my goal is to be a prickly thorn, right? no problem. I just use my 4 year old as my model and mature it up a bit.. I’m good to go.
He wasn’t able to transfer me to level 3 tech, but instead to level 2.. I wonder if Customer Relations was tired of talking to me? But the nice guy at level 2 took down the history (my umpteenth time of telling it) and transfered me over to Steve – because James was out to lunch.
Steve gave me his direct number, which really won’t do me much good in the long .. but hey, I’m not going to turn it down. I explained everything to him, how there are hundreds of links on the internet with unhappy people, lawsuits, etc.. talking about the random shut down issue, how this is a defective model. I’m not asking for monetary compensation, all I want is a new, different model, a working computer that I can trust. I told him I lost my hard drive in the last computer, a whole summer’s worth of picture of my kids. Stupid me for not backing them up – lesson learned, but damn, a brand new computer, I just didn’t think about it. My loss.
Steve is suppose to talk to James and give me a call back. They dont’ replace the computer, but do have a little weight in things. I still need to talk to someone about my warranty, but, honestly, it’s a moot point on this computer, because I will be a getting a new one to replace this one.
Other related posts:
1st post – Satellite A75 – National Class Action Attorneys :: Toshiba
3rd post – Toshiba a75 problems abound
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