- Average user rating:
- My rating: 0 stars
Full user review
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10 out of 11 people found this review helpful
2.5 stars
"Good product, bad service"
Pros: Toshiba laptops are powerful, cutting-edge. Great sound and picture
Cons: The tech support is the worse I've encountered in the history of tech support. And I assure you I'm not exaggerating
Summary: I apologize in advance if this sounds like a rant. I write this not to vent but to warn future Toshiba customers that, if your laptop ever runs into problems, their tech support will drive you nuts.
I also want to preface this by saying my product was the G15, but I'm also not reviewing the specific product, just their tech support.
About 10 months after I purchased the Qosmio, I started hearing clicking and bleeping noises coming from the bottom left part of the laptop. I called up the tech support, and they told me to send it to a depot. I did that, and without a second look they said Toshiba was requiring all Qosmio G15s to have their systemboards upgraded. Two weeks later, it came back. Not long after, the noise happened again. I called up Toshiba tech support again, and they said to send it back to the Depot. I did that, and told them the systemboard's already been changed. They told me that Toshiba is asking them to only send the Qosmios off to have systemboard upgraded even though I had specified my problem. Two weeks later, the laptop came back, and the noise was still there.
I called tech support a third time. This time they sent an onsite technician over. It took him 10 seconds to figure out that this was a problem with the hard drive, not the systemboard. He requested Toshiba to send me a new hard drive.
It arrived a few days after, and an onsite technician came to install it. There's a 60G and a 40G, and Toshiba had sent him a 60G. That's fine, but after this was all done, I found out that it was the 40 G that was broken.
So, I called tech support yet another time (by now it's three months after the problem first occurred) and told them to send the technician a 40 G. A week later, the technician came, and find out that Toshiba had sent him a 60 G.
I called tech support yet again, and told them about my problem. This time they sent the 40 G but the technician couldn't get the laptop to recognize it. He called Toshiba and they said I would have to send it to the Depot. They told me they'll send me a UPS box to put it in.
After the technician left, I googled the problem. Turned out that I had to just go into disk management, format the new drive, populate it, and it's working fine now. Took me 15 minutes to figure that out, and the slightly more tech savvy would've figured this out anyway.
Oh, and the UPS box never came.
- 2 replies to this review
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Bought this laptop a few years back. First return was to replace motherboard and DVD drive. Six months later we had vertical lines across 17" screen--sent it back--they replaced LCD screen.Seven months after the screen was replaced the same problem occured AGAIN! Called tech support--guess what--out of warranty--oh well--they want 575.00 to repair the problem--there should be a class action law suit filed against these people. I've seen multiple cases of bad LCD screens on Toshiba products---Any lawyers listening out there?
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I was one of the first to recieve the g35 and was very happy with it. I gave it a 9 but what was unfortunate was that I had to send mine back b/c toshiba didn't run tests to check mine and some g35 were causing problems. Toshiba support was very helpful and over-nighted it with free shipping. My point is that it was Toshiba's fault for not checking the product but don't go giving bad ratings the the product b/c the service was bad. This is a product rating; not a service rating.
