If you want to save yourself time, headache and most importantly, a costly investment then please heed my warning: “Do not buy a Toshiba Laptop!”
They have a known issue with the internal charging unit breaking off within the laptop so that you can not charge the laptop. This is faulty manufacturing and we have been told by individuals in the computer repair industry that this is a known shortcoming for Toshiba.
We purchased our Toshiba laptop in the summer of 2008 for over 1K dollars. This is NOT a $200 dollar laptop. Our specific laptop is the Toshiba Satellite model # PSLE0U-00H00J. The first time this problem occurred our laptop had just fallen outside the 1 year warranty by a few weeks. We were frustrated but figured it must have been user error and paid for the laptop to be repaired locally. Less than a month later the same issue occurred again. We paid again out of pocket to have it repaired. We thought we’d be in the clear.
It happened again in January 2010. I was FED up! Our computer repairman encouraged us to call Toshiba since we obviously had a lemon and he also informed us that he sees this in Toshiba laptops regularly. It is a known fault of their equipment. So, I called Toshiba and was happy to find that they were willing to let me ship the laptop back to them and they repaired the laptop and sent it back to me. I was one happy customer and at that point was willing to overlook the obviously faulty design in favor of good customer service.
Scratch that. What used to be good customer service.
Yesterday, on October 4th, our laptop in a complete lack of originality stopped charging yet again. So we got 10 months worth of service from the repair that was supposed to forever solve the issue. I now have on my hands a $1000 paperweight which is completely useless. Frustrated but confident that Toshiba would pull through again I called their customer service number at 1-800-457-7777. I talked to Roy, explained the situation and he warned me that since my laptop was out of warranty I might be charged a $35 fee just for talking to him. Nice.
I explained the situation, explained it was an ongoing issue and that our laptop had all ready been sent in for a “repair and return” for the same issue. He was polite, filled out his paperwork and offered to transfer me to Customer Relations. He gave me my case # and transferred me.
I was transferred to Matthew, a case manager. He looked up our previous issue and informed me that the program that they created to repair and return laptops for this known issue expired in June 2010. So, at this point there was nothing they were willing to do for me. He would not transfer me to a superior and in fact, wouldn’t even tell me his superior’s name. I was not belligerent or rude. I was mad and firm but polite. However, I was denied any solution other than have fun on that creek ride…too bad your paddle expired.
So Matthew, if you read this at some point. Shame on you. Shame on you for willingly working for a company who disrespects the little guy. We, the little guy, make your job possible. Shame on your for working for a company that serves only it’s best interest rather than admitting fault, correcting a mistake and praying for our forgiveness as the consumers that feed their families. Shame on all of us. Shame on all of us for being willing to accept this type of treatment from companies simply because, “they can get away with it.” Why? Why should they? What happened to being able to naturally expect that a company would stand behind their products without shame and without excuse.
It is a pure coward that can hide behind an expired warranty waving it as if it is some magical get out of jail free card. What happened to quality and honor and reputation? It is both sad and frightening that with today’s technological developments that we can not produce quality items that are made to last.
There is no reason that I can justify that a $1000+ laptop should not be operating 2 years later. Not to mention this is the 4th time within those two years that a consistent problem has occurred.
Please help me stand up to cowards like Toshiba and pass on this information to everyone you know. Maybe it will save them their hard earned money. For now, I am stuck with a $1000 paper weight and a years worth of family photographs and other important documents that I am going to have to pay someone to retrieve from my laptops hard drive.
Please help me with this. Our voice is the only thing that can make a difference. Pass it on and why you’re at it…pass on Toshiba.