Complaint: Early in Oct I noticed that the USB Port was not working on my Satellite laptop. I took my computer to Geek Squad for repair and was told they could not do the work since it was actually the motherobard causing this. I then called the Toshiba company to see how much it would be for this type of repair. When I told them what Geek Squad said about the USB port and it being caused by the motherboard theyday agreed that that was the problem. After getting it backed up I paid for the shipping costs and sent it to them. A few days later I received an Email stating From: Brenda A Sent: Tuesday, December 01, 2015 3:35 PM To: Cc: [email protected] Subject: TOSHIBA CASE tc-10590988 Not covered by Warranty: Parts $7.47 (LCD COVER) $13.75 (TOP COVER) Labor $60.00 Total $ 81.22 ******Please note that these repairs are optional and if you would like to proceed with only in warranty repairs please advise****** **only if you reside in California will sales tax be charged 8.75% on parts only. If you would like to continue with the repairs for your laptop, please return the completed and signed credit card form by one of the following methods: Fax: 408-262-3907 (attn: Katrina Cheng) Email: (PDF/JPG formats accepted only) We do not accept payment over phone due to needing a physical signature on the credit card form Payment will need to be received no later than (12/04/2015) to prevent your unit from being returned unrepaired. Repair process is approximately 2-3 days once the payment is approved, and the unit is shipped via Fedex 2 day delivery My answer to this was: Sent: Tuesday, December 01, 2015 6:19 PMTo: Brenda ASubject: Re: TOSHIBA CASE tc-10590988Importance: High I knew about that crack and reported it on the form I mailed in to you. I know this is not covered under the warranty and I do not want this repaired as I sent it back to you only for the repair of the USB port (Motherboard). Please continue with this warranty repair only Their response was: We will proceed with in warranty repairs, please allow at least 5 business days for the unit to arrive. Best regards, Brenda A few days later I received the computer and nothing was repaired. They have inconvenienced me and had me pay to ship my computer to them. I immediately called and asked them why. They tell me it was due to the damage. I tried to tell them and had disclosed this and had been told the warranty repairs would be completed. I have called back 3 times since. The last person I talked with named Jay who said it is not the motherboard but the USB port which is not warranted. I think this is just an excuse to not do the repair which was diagnosed not only by Geek Squad but also their technician when I first called. I was not given the option of paying at that time for a USA repair but the tech also agreed about the motherboard. Perhaps they just want to sell you the packing box to send in. I plan to take my computer back to Geek Squad and get this diagnosis in writing and contact Toshiba once more. NOTE: the damage to the case was due to inferior materials used by Toshiba. Plastic instead of metal. I have vowed never to buy another Toshiba again. Just boughjt a new Lenovo, (NOT PLASTIC).
Tags: Computer Service & Repair
Address: 1171 Montague Expresway Milpitas, California USA
Phone: 800 457 7777