Tuesday, February 08, 2011

How Toshiba Intel Does Business, Improved!

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In this case, they called back, and the squeeky wheel, (me), gets to keep the backpack for my troubles.

About 4 weeks ago I made the plunge for a new laptop from Toshiba, after waiting for technology to catch up with the needs for doing simple video editing on a laptop. I ordered as a bundle, complete with super warranty, and a nice backpack. I got the shiny red machine, went to Clientworks next to the NC SPD Market, to have it carefully set up with a Linux partition for internetting, as well as getting Norton off the drive, for fast efficient and safe computing.

About two weeks ago I got a little note from Toshiba stating that Intel had detected a flaw in the i7 processor, that over time, might result in a degradation in speed. Sensing danger for of all the work I had already done with installations and data, I called Toshiba and ordered a duplicate drive, which has yet to arrive, but should be here soon.

This morning I got an email which said basically, "send the machine back, FED EX will email you a label, we will refund all your money." I called the number and found out that Intel has no ship date for a fixed processor, and so Toshiba had no plans for replacing the laptop, and that this was their solution.

I asked if there would be any discount or credit towards getting first in line for the first machine Toshiba came up with that was equivalent?

"No, there would not be."

I asked if I could at least keep the backpack, which is particularly well made, and pay for it?

"No, you must send everything back, you bought it as a bundle."

Seems as though Toshiba doesn't want me as a customer? At a minimum, they should have said,

"Of course, keep the pack, that's the least we can do for your inconvenience!"

So they'll wind up getting it back and throwing the pack in the landfills? This is not good marketing.

I also sorta wonder, if I had not bought that super extended covers all warranty, would they be trying to get it back at all?

Now to see if I can kick this into viral mode.

BTW, here is the rather curt letter, minus personal details:

Intel Chipset Design Issue

Effective January 31, 2011, Intel announced a design issue with the Intel 6 Series chipset. Intel has announced that in some cases the Serial-ATA (SATA) ports within the chipsets may degrade over time, potentially impacting the performance or functionality of SATA-linked devices such as hard disk drives and DVD-drives.

This Intel design issue affects a limited number of Toshiba laptops with the Core i7-2630QM quad-core processor, which includes the product you purchased. Our sales information indicates you purchased one of the following models from Toshiba Direct:

A660 Build to Order (BTO)

Based on the information available at this time we are issuing a Return Authorization (RMA) for you to return the affected laptop for a full refund. Please repackage the laptop in its original carton and using the FedEx return label, which will be provided in a an email directly from FedEx, then return the product to Toshiba America Information Systems, Inc. Returns Center, 9740 Irvine Blvd., Irvine, CA 92618. Your Return Authorization number is: 80xxxxxx. Please make sure to clearly write your Return Authorization # on the outside of the box your return is shipped in.

Please backup up your data and remove any confidential, proprietary or personal information before returning the product.

In the event you purchased peripherals with the laptop, and you wish to return these items, please contact the Toshiba Direct Customer Service team at 800-618-4444 to request a Return Authorization and obtain a separate return shipping label for these items. .

1 comment:

Anonymous said...

Just wait until they come out with the replacement chips and they will send you a new lap top.

I laid them out today.

The only comparable laptop, which is not as good as mine, is $100 more.

After telling them that Dell will replace the motherboards on thiers, they admitted that we did not have to send back our laptops. The extended warranties are still good.

They also said that eventually they would send me a replacement once that chip became available.

They were unwilling to offer me an upgraded ram or anything.

They blamed intel. I told them they sold me the product and are responsible.

Someone need to compensate us for our extra time that we put in setting up the stupid thing. I have spent the better part of last week fixing my laptop.

Mainly removing stupid s*** they put on.