Tech Wreck

[susan spencer]

I have a Toshiba Satellite M55 notebook about 2 years old that recently started having problems. The fan turns on and off intermittantly, makes loud noises and sometimes will not shut off. The system runs hard and struggles. The monitor has a wavy circuit line showing through the center of the screen. I called Toshiba as I have a 3 year extended at home warranty and they sent out a tech.

The tech brought numerous parts relating to the fan and planned to replace all of them without any regard for system diagnostics. He did not check the system at all- only the repair order. No error reports-nothing. He proceeded to replace the fan however forgot to bring it with him. He also did not have the tools he needed and tried to remove the monitor improperly. He asked to take the notebook with him to their repair shop to make the repairs. I agreed reluctantly seeing that I paid for next day home repair and had security concerns. I was afraid however not to have repair done and be at a loss of entire system due to crash.

The notebook was returned the next day. THE PROBLEMS ARE NOW TEN-FOLD.

The system is running so hot that it is hard to type this email. The FRONT of the keyboard is very overheated. The underneath I would consider a safety issue or fire danger.The fan that was starting and catching has stopped. When you lift or tilt the notebook you can hear a peculiar sound. The monitor supposedly was replaced however you can still see the circuit showing through. There is a crack on the rear of the keyboard cover and plastic casing is scratched on top of case. The screws that were removed on the bottom of the notebook were not replaced at all. A few are there, the others missing. When I pick up the notebook, parts fall off. The case was replaced incorrectly so the main electrical cord does not easily fit or remove with ease. The notebook does not close correctly.

At this point, I do not trust anyone to touch the system. I also don't agree with the shotgun method of repair-replacing anything related to a specific report without any testing. This is my primary system for home and I use it for my work. It is loaded with my day to day desktop-work and personal.

When you phone Toshiba, you get a tech that takes notes and transfers you to a second person. I do not trust them at this point and don't want another service tech out. Also, I have no idea what was done to notebook. I think the notebook should be replaced. I don't know what the protocol is on resolving this and how to escalate beyond service. I have a work program loaded on the notebook that I cannot afford to lose as well as many files that will need to be backed up. I will need some assistance with this as result of their incompetance.

Appreciate feedback from those that have expertise in this situation as it needs to be resolved ASAP! Thank you!

[irregularjoe]

I feel your pain.

Incompetence is the name of the game with major tech companies.

If I were you I would call them again and again until you reach a person with some authority to fix the problem.

Unforetunately that is going to take a LOT of your time and patience.

It would behoove to to back up your important data if you haven't already done so.

Good luck

[TheTerrorist_75]

Many people have complained about Toshiba's customer service.

http://www.consumeraffairs.com/computers/toshiba.html

http://www.howtofixcomputers.com/bb/ftopic83786.html

I would back up any must have programs and data then buy a new or used laptop (NOT TOSHIBA) to transfer your programs and data to. Once that has been done send in the Toshiba laptop for repair and if they don't successfully fix it sue them.

[novi]

Welcome to BT'S,

I cannot add anything other than what Joe and TT said. I have been there myself. (most of us here have) Please keep us posted with the resolution of your problem,

Take care,

Pat

[bozodog]

Your post was most elegant. I would e-mail or snail mail almost the whole thing to their service dept. If you choose to use the phone, don't get off the line until you get a manager or supervisor that will follow though with what you need. I sure sounds like a replacement is in order, I'd be demanding that.

[Pete_C]

Wow , about now I bet you wish you were the CBS News 48 hours correspondent Susan Spencer and could make their life a living hell until they fixed things.

My first suggestion is backup and safety.

I strongly reccommend to all notebook users to have a backup / hard drive failure plan and one of the simplest is an upgrade kit

http://www.apricorn.com/products.php

http://www.apricorn.com/products.php?cat_id=52

I like the Apricorn EZ upgrade kit

http://www.apricorn.com/product_detail.php...reg&id=1023

Available without (above ) a hard drive or with one (below)

http://www.apricorn.com/product_detail.php...amily&id=40

http://www.apricorn.com/product_detail.php...amily&id=11

These let you hook up the new drive in an external USB enclosure and clone your existing drive

http://www.apricorn.com/product_detail.php...reg&id=1180

Of course if you have another computer, and an existing network you can backup your data using the windows file transfer wizard or just by copy and paste.

You basically connect both the laptop and computer to the router, make sure that they both have the same network name (right click my computer / properties/ workgroup)

You may need to run the home network setup wizard in my network places, just make sure you give each a different name and the workgroup the same name on both. THen you choose to share the drive, and go to the other computer, go to my network places, view workgroup comptuers, and explore to copy and paste things.

But down to what you should do about your experience.

First and foremost, compose a letter calmly to Toshiba informing them of your dissatisfaction with the repairs done. Note that they did not comply with the inhome service policy you paid for but had to take your laptop back to the shop and that you are unsatisfied with the job done . Detail the problems.

Then call the shop (they should have given you the number ) and ask to speak to the boss and explain your problem. Tell him that you are not satisfied with the service provided and that you are giving him an opportunity to correct the problems created by their technician. Tell him that you have a letter all ready to send to Toshiba requesting that they be removed from the authorized service technicians if they fail to comply.

Also consider contacting a local TV station consumer reporter and giving them your story and asking if they can help.