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2015-04-08
1/5
"I purchased a Toshiba Satellite Radius on cyber Monday back in November. Almost two months ago I opened my laptop to use it as I normally do, and the left hinge FAILED on my laptop! It popped out of place and would not let the laptop open or close properly. I have now made my TENTH phone call to Toshiba, where I was passed off from one broken English speaking person to another to no avail. Two weeks ago I was instructed to take pictures of my laptop to prove that I had not abused or damaged it myself and I did so. I was then informed that I needed to pay for special shipping to have my laptop sent out for repair. I paid the $30.00 and sent it away. Today I got a phone call from the repair shop. A woman named Helen McIntosh from Pegatron in Jeffersonville, Indiana stated that my repair would not be covered under the warranty and that I would need to pay over $500.00 to repair a laptop that I paid a little over $300.00 for four months ago. When I pressed her as to why my laptop was not covered under warranty, the rep informed me that the faulty hinge is a problem that Toshiba is aware of and that the company instructs the repair service to label the repair as "customer damage" so that the warranty will not cover the repair expense. She stated that she could see that I had not damaged or abused my laptop and I informed her that I had taken five photographs to prove the same. She stated that I was not the only person to have this problem with these laptops and that Toshiba is aware of the defect. She said that she was sorry that there was nothing more that she could do to help me unless I wanted to pay out of pocket for the repair and that I needed to call Toshiba AGAIN to have the matter resolved and that there was nothing more that she could do other than send my broken laptop back to me in the mail. Today I spent OVER TWO HOURS on the phone with countless reps and two disconnected phone calls, each time demanding to speak to a supervisor and each time told that hinges are not covered under the warranty because it is "cosmetic damage". In the end I demanded to speak with a supervisor in the U.S. due them obviously not understanding that I had NOT damaged my laptop and that I had photographic proof as well. In the end I was given ONLY a mailing address and told to write them a letter and see if they can help. Toshiba is AWARE of their faulty hinge on these models and yet still will not honor their warranty and make the correction or repair. I had to look up the number myself since the rep refused to give me anything other than a mailing address. A polite woman answered the phone and explained that I would have to leave a message and then I would be contacted within 48 hours. So, I wait...to no doubt argue some more that I did NOT abuse my laptop and that they made something that failed.
I would NEVER recommend anyone to buy any Toshiba product ever! They obviously make JUNK and will not honor their warranty without laying blame on the customer as though we all abuse our electronics! DO NOT BUY TOSHIBA ANYTHING!"
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