- Average user rating: 2.5 stars out of 14 reviews Back to product review
- My rating: 0 stars
Full user review
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14 out of 16 people found this review helpful
0.5 stars
"The WORST service ever!"
Pros: Is good at disappearing when you send it in for systemguard protection
Cons: "Customer Care" department appears to be imaginary
Summary: I have BOTH systemguard and service express warranty agreements with Toshiba. When my laptop was damaged in a car accident, they said they would cover it. Til this date, it's still "somewhere."
I was told that I would be sent a replacement 2 weeks after they received it. Now, it's been 3 weeks and NOTHING. Contacting customer care (the people in charge of replacing the system) is IMPOSSIBLE.
I have left messages for them over 10 times with customer service and they haven't called me back at all. They are allowed 5-business days to call me back and it's been over 2 weeks.
I had to call their corporate offices, but of course, I am only able to leave a message for them to call me back and they STILL haven't called me back. And that was a week ago.
Now I have to get a certified letter and send in legal documents for something that was SUPPOSED to be a safeguard for my computer.
So, my advice to you, DO NOT GET SYSTEMGUARD. Save your money. If you do get it, it's an utter waste of time and who knows when, or if, you'll ever get your computer back. And the service express is as much as a joke.
Also, if you like speaking to Manila and Singapore, then Toshiba is for you as their customer service is from there and they are so disconnected with the entire process is ridiculous. They're certainly saving money by putting a call center there but because there is ZERO accountability, nothing will get done except the runaround.
I don't know what happened to the exceptional service I heard about but it's obviously gone!
- 3 replies to this review
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Similar service I experienced. My experience is:-
Within 3 months of purchasing TOSHIBA Portege M600 Notebook from HCL (under 3 year International Limited warranty for which extra money is paid), inner layer of LCD screen broken while doing usual work, without any mishandling.
When I contacted service centre of TOSHIBA at JAIPUR (HCL Infosystems Ltd), they asked to pay Rs. 26,000/- towards cost of replacing LCD. I contacted HCL and TOSHIBA, requested for technical investigation of notebook to find the cause of damage (LCD screen may be broken by technical defects also).
HCL concluded the matter saying " FOC replacement is subject to approval of TOSHIBA". Toshiba concluded the matter saying ?mishandling as cause of damage without any technical investigation of notebook". Toshiba is not interested to find out the cause of damage as they seem to be prejudiced.
To deal with TOSHIBA is worst experience I had ever. -
i understand your frustration, thanks for the info on the crap customer service, I'll pay attention, but in terms of learning more aboutthe performance of the machine your post is not useful at all i must say...
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god save the person that invest in Toshiba Laptop. A total mess the customer service (none existant). Then I bought this junk past July and since it has been for repair three times and each time it has been there over 6 weeks. Please save yourself the agony and pain do not buy this junk.
