"I was very satisfied with my interaction with this company. I had to get a part reordered and they sent it out right away. Totally satisfied."
"My Toshiba Direct laptop battery died within warranty. I was told to back up all my files. Using Norton Backup, I did that very carefully. The laptop came back about a month later and they had erased ALL my data and reimaged the hard drive as if it were a brand new machine - to replace a battery! The reimaging also removed the 25 character product key for the 2013 version of MS Office I bought with the computer. I am nearly certain that Toshiba uses a volume licensing process for the MS products and MS 2013 was fully operational when I got the machine. I never had to logon to MS to get the key nor was I given a copy of the key card.
I wasted countless hours with Toshiba on the phone and on endless "hold" (2 1/2 hours today) and their ultimate goal was to upcharge me $159 for "extended customer service" and not give me the product key. They told me they would reverse the charge in the "next billing cycle". If they do not reverse the charge I will file a protest with the credit card company.
Save yourself a LOT of aggravation and avoid Toshiba Direct altogether. If you do buy their products, acquire them locally from Best Buy or another national source and get the Best Buy Geek Squad warranty or similar local warranty where you can drop the machine off and pick it up yourself and talk to real people.
7/3/16 - At 9:30AM EDT today (Sunday) I got a call from Irvine, California from the same tech rep I wasted 2 1/2 hours with on the phone concerning my product key for MS Office 2013. I made it abundantly clear when we spoke for that 2 /12 of my life that I can't get back that I wanted to CANCEL the $159 "extended service" assistance plan I was forced to sign up for to try to get my product key. "John" called me to ask me if I was certain that I wanted to cancel the plan. These guys are interested in ONE thing - your money and they will go to every end possible to pry open your wallet and extract cash. Avoid these knuckleheads at all cost. "
"I ordered a simple refurbished Chromebook and was sent the wrong (cheaper, less capable) model. Chat with Toshiba direct support and they offered to email me RMA authorization and instructions. 24 hours later and no email. I phoned support and was told the authorization takes 2 days. Return shipping takes 4-5 days, then and additional 5-7 days to refund my card.
At no time was I asked about my original order. I have asked twice (chat and phone) whether they could send me what I ordered. Instead, I was offered a link to buy a second chromebook from them. I told them I had no confidence they could fill a second order correctly. Toshiba has my money tied up for at least a couple of weeks, I have nothing.
I fix computers. I generally recommend Toshibas. The Chromebook was to be my loaner unit. The response by this company to sending me the wrong item is so bad as to be just plain baffling. "
"I love Toshiba laptops but will never again buy one from Toshiba Direct. I have bought probably 15 Toshiba laptops for my office and set them up for my coworkers, and they all from Amazon or Best Buy. The one I bought for personal use, I bought from Toshiba Direct so that I could customize. In the 1.5 years since I bought it, I have already needed to wipe my hard drive after it got corrupted, as well as buy a new power cord, since it stopped charging my battery. In addition, the CD drive has never worked properly since I got it, and always spins at random times thinking that there is a disk in there. The number pad barely works and the HDMI connection works very sparingly, and I need to connect and re-connect the cable about 10 times before it works (luckily I hardly ever use it). Will never buy from TD again, and may reconsider buying Toshiba Laptops at all for my office."
"I received a defective computer. Only after turning it on for the 3rd time, the screen started to go out. It is now useless. And I was told that I can only send it back to be repaired. Which I have to pay for. Now why on earth Should I be responsible for paying for shipping on a broken computer when it wasn't my fault!
All I really would like is to return it and get a refund! But every time I expressed that, they told me that I needed to call Toshiba Direct. Then they would give me a number. I would call it and the same thing would happen. It would just circle around over and over! So it's pretty impossible to ever get what you want. Because there's a lack of real help!
I figured that by buying it directly from the Toshiba site that I would receive a good quality computer and service. But I was wrong! It would have been better if I had bought it from a local store. Because If I had brought in my broken computer in after only working for a week and a half. They would have just replaced it!
I bought this computer for college. And if after getting it back from it being repaired and it doesn't work. I will most likely have to purchase another computer. Which is just great seeing as I'm trying to pay for college. So it's a good thing I bought it early. Because it might allow me the time I need to get things figured out after purchasing a defective computer from a defective company!
The only reason I will now own a Toshiba computer is because I am not allowed to return it! I will never buy one again and I will make sure to tell everyone I know not to waste their money on crappy computers and service!
"
"Purchased Portege Z930 + carrying case bundle (>$2000). "S" key was sticking. Had to send it back. Took two weeks for new laptop to be sent to me after I mailed defective one. Toshiba mini mouse was also ordered and was defective after about a month (barely used - poor, poor product). Had to spend 1 hour on the phone getting it replaced - horrible customer service. I would not recommend at this point - very dissapointed."
"I would never purchase from this place again. After having a problem with the ordering process and having arep hang up on me,today, 30 days after my purchase,I receive an email showing that the laptop I bought is $200 cheaper. I called and talked to supervisor "Maryanne". I explained my situation and she denied that I had gotten the email with that price. When I asked her if I could forward it to her she flippantly said"it doesn't really matter, we're not sending you any money back anyway. I would never ever shop here again. "
"I order everything online and use PayPal to do so as it is extremely convenient. To be clear, I order online because I do NOT want to deal with a human unless I really have to. I needed an AC Power Adapter for a client's Toshiba Satellite and I wanted a genuine "Toshiba" adapter. I thought "Toshiba Direct" would be the perfect place to buy it...after all, you're avoiding the middleman and dealing with the actual company that manufactures the product. Makes sense right? Right? I don't have a horror story only because I'm in I.T. for a living and buy many thousands of dollars worth of parts online every year...when Toshiba's well meaning, but inept 'order verification team' called me on the phone in an effort to prevent 'identity theft', saying there was a problem with some of the information I had provided online, I realized there was a problem with the company and that they probably call and verify every Internet order, just to give the impression that they have great & personal customer service. What a crock! If I had wanted to deal with a Human, I would have gone to BestBuy! I cancelled the order immediately on the phone and now I am in the process of trying to get them to release my funds back to PayPal. Luckily, the charge will 'drop off' within 30 days if they don't respond, as per PayPal policy. Here's some Advice: STAY AWAY FROM TOSHIBA! (They're obviously going down) & Newegg dot com is a great place to buy and they'll NEVER leave you hangin'!"
"I recently purchased a Toshiba Satellite P845 S4200. I like the laptop, but wanted a second adapter that I could carry in my briefcase. I researched the appropriate adapter for my laptap and ordered it. The adapter that they shipped was much larger than the adapter that came with the laptop and much heavier. It took me 35 minutes to get through to someone who told me they can't help me - that the adapter they shipped is all I can get. Toshiba should disclose on their website that they will not be shipping the identical item, that it will be a substitute and will be larger and much heavier.
I'm not happy -- thinking of returning the laptop now as well. "
"I purchased a recovery disk for my laptop, only to discover my lost copy a few hours hours later. I called Toshiba customer service quickly and was told that the order was already processed. The gentleman told me not to open the package and he gave me instructions (which I followed to a "T") on how to "refuse delivery" in order to receive a refund. It's been over 2 months now with several phone calls initiated by me, and zero follow-up phone calls from Toshiba as they had promised. Each time I called I had to restate the entire story. During one call to them, they said they could send me another disk, which of course made no sense since we both know I already had one. I even suggested they apply a credit towards a battery pack so they would still have their revenue. No response. My final call to them was today, and their position was the same "we have no record of the instructions provided to you to refuse delivery and we have no record of the returned package so a refund cannot be provided". To boot, the person today said that if it was closer to the time I sent the package back then she may have been able to check on it. Sure, that was helpful. I've been polite and professional, but it's clear that they just want me to go away. They have succeeded. I will never ever purchase a Toshiba product again, and I will be sure to warn all friends and colleagues to avoid Toshiba 100% if they ever expect to need Toshiba customer service. I've never been more disappointed in a major company before as I have been with Toshiba."
"Worst customer service I have dealt with, I have been a purchasing agent for an small IT company and have purchased well over 500k of systfms and laptops and this single transaction with Toshiba has been the worst ever. Laptop DOA on arrival, which I can understand, it is there cross shipping policies which really suck! They will not send the order to rebuild the replacement out until Fedex has received the return. However there is a 1-2 days lead time for the emails from Fedex to get me the label for the return. I OFFERED TO REPURCHASE the laptop but since it is not on sale anymore they want to charge me $150 more. I also ran into issues with pricing when the orginal order was placed as well, when they put the item on sale, and had to jump thru hoops to get a price match which took 2 days and 3 hours of my life on the phone. Now I know why I loved dealing with Dells small business division."
"Terrible experience. Ordered a laptop which was on back-order, estimated shipping date of 2-3 weeks. A few days later got an e-mail telling the the shipping date had been changed. It was changed to ship 42 days after purchase. This is insane. During this time I did some research on the components in the laptop found out the gaming laptop I ordered had a terrible screen for it's class. Canceled the order and paid $50 more for an Asus."
"I'm so frustrated with this laptop! I spent my whole first year owning it trying to figure out all it's issue. first a major sound problem - sent it back and they didn't fix it, had to send it back AGAIN with sound + wireless problems, it would drop all connections to wireless about every two minutes. the guy called me and said nothing was wrong with it! so of course, got it back and STILL doesn't work. I've had the worst time with this, I saved ALL my money to purchase this product and can' barely use it for the internet I pay for! Even on different connections. I really regret this purchase."
"Worst customer service I have ever dealt with. They are dishonest. they do not post negative reviews."
"Less than three months after receiving a Toshiba Satellite L750 that I bought through Toshiba Direct the two USB ports on the right side of the computer failed. This left me with only a single operational USB port. After lengthy conversations on the telephone with Toshiba support they determined that the failure could not be repaired without having the equipment serviced. It was still under warranty and they said they would send me an email with the instructions to send it in for repair. Upon receipt of the email I found out that I would have to pay $25 to ship it to them so they could fix their defective equipment. The option was to take it to an "Authorized Toshiba Repairs Center" and pay them to fix it. Incredible. This detail was not disclosed at the time I ordered the computer. Pay them to fix a defect under warranty? Unacceptable. My wife's HP developed a problem and it was fixed for free (also involving shipment) no hassle.
I will never buy a Toshiba again. Sorry I wasted my money."