Path: utzoo!utgpu!news-server.csri.toronto.edu!mailrus!wuarchive!cs.utexas.edu!uunet!bbs!ddsw1!michael
From: michael@ddsw1.MCS.COM (Michael Duebner)
Newsgroups: comp.sys.laptops
Subject: Toshiba repair woes
Message-ID: <1990Sep24.191202.6164@ddsw1.MCS.COM>
Date: 24 Sep 90 19:12:02 GMT
Reply-To: michael@mcs.MCS.COM (Michael Duebner)
Distribution: usa
Organization: Macro Computer Solutions, Inc. - Wheeling, IL
Lines: 48


It was August 18th, 1990 when my trusty Toshiba 1600/40 suffered a
sudden and most unexpected hard disk drive failure after only 9
months of service.  The next day it went in for repairs to an
authorized Toshiba repair center.  After inspection of the unit by
the technician it was determined that the hard disk drive would need
to be replaced.  However, the good news was that it would be covered
under Toshiba's warranty.

That was 4 weeks ago!  Since then I have been on 3 business trips
all without my laptop.  The whole purpose of this laptop was to be
able to continue my work while spending long hours on airplanes and
airports.  This has caused tremendous amounts of grief for me.  No
longer am I able to dial into the companies main computer system to
get the latest information needed for the next days meetings.

To get to the end of the story, I am still without my laptop.  Since
it has been brought to repair several phone calls to the service
center and other associates have yielded the following information:

1)    I am not the only one waiting weeks for repair parts from
      Toshiba.  For instance, there is a 3100 in the same repair
      center that has been there for 7 weeks waiting for parts.

2)    According to this and several other centers that I called, it
      is standard operating procedure for Toshiba to drag their
      heels when it comes to supplying repair parts, in or out of
      warranty.

3)    When you call their facility in California and request
      additional information about your parts, I have the RMA #,
      messages are taken but your calls are never returned.

4)    When you do finally reach someone their answer to when your
      parts will ship is sometime by the end of the week, MAYBE!!!

We currently have a need for another laptop in our office,  I
seriously have to question if purchasing another Toshiba laptop is
a smart move.

Toshiba, you might get the business the first time around, but with
this kind of shady repair operation chances of getting repeat
business is pretty slim.


   Michael Duebner    (michael@ddsw1.MCS.COM, <well-connected>!ddsw1!michael)
						       Voice:  (708) 541-6550
   AERA Technical Services, 330 Lexington Drive, Buffalo Grove, IL 60090-6998