VintagePunk
Blue Crack Distributor
I'd just like some general advice from others who have had warranty repairs done on their computers. Until now, I don't think I've ever had a problem with a computer while it's been under warranty. Here's the deal:
My daughter got a new Toshiba Satellite before heading off to university last Sept. In January, several keys on the keyboard suddenly stopped working. I called Toshiba for her, and they were very easy to deal with. I was given the name of a place to take it in the city where she attends school. I called the repair place, explained the situation to the guy, how uni students NEED their computers, and asked if there was a way to minimize the time it was away from her. He said to bring it in, he'd diagnose then let her take it with her, order the part, call her when it came in, and he'd replace it while she waited. That's what ended up happening, and it was awesome for her.
This time, it went on her again a week and a half ago. I called Toshiba again and they gave me the number of a different place to take it. The first place had gone out of business a few weeks before. The new place is an IT company that deals mainly with corporate clients. I called there, explained the situation to the guy, and asked if he'd be willing to do what the first place did. He replied absolutely not, that the computer would need to be left there.
So, the computer has been there for nearly a week and a half now. It was taken in on a Tuesday, and by Thursday, both the motherboard and the keyboard had been ordered and replaced. However, on that day, a logic board (or logic board cover - I've been told both) was also ordered, so the tech must have found something else wrong with it. So now, it's a week later, and the part still isn't in yet. I've been calling for her daily to check on the status. The calls keep being redirected to a national service line for the company, which is really frustrating. All they can tell me is that the part isn't in - they can't tell me if it's in transit, if it's back-ordered, or what the deal is with it.
Once during this time, I've even called Toshiba back to express my frustration with this new place that is now handling their warranty work. It's obvious that they're used to dealing with companies who, when they have one computer out of commission, it's not a big deal to them. Toshiba were sympathetic, and said they'd get in touch with them for me, but all they said when I returned the call is that the part is on order.
Is this common? Have I just been lucky till now with the speed of repairs? Are there any other steps I can take?
The crazy part of all of this is that she's in a city with two major universities and one community college, so there are about 40,000+ students living in the area. They must be aware that students need their computers back as quickly as possible.
My daughter got a new Toshiba Satellite before heading off to university last Sept. In January, several keys on the keyboard suddenly stopped working. I called Toshiba for her, and they were very easy to deal with. I was given the name of a place to take it in the city where she attends school. I called the repair place, explained the situation to the guy, how uni students NEED their computers, and asked if there was a way to minimize the time it was away from her. He said to bring it in, he'd diagnose then let her take it with her, order the part, call her when it came in, and he'd replace it while she waited. That's what ended up happening, and it was awesome for her.
This time, it went on her again a week and a half ago. I called Toshiba again and they gave me the number of a different place to take it. The first place had gone out of business a few weeks before. The new place is an IT company that deals mainly with corporate clients. I called there, explained the situation to the guy, and asked if he'd be willing to do what the first place did. He replied absolutely not, that the computer would need to be left there.
So, the computer has been there for nearly a week and a half now. It was taken in on a Tuesday, and by Thursday, both the motherboard and the keyboard had been ordered and replaced. However, on that day, a logic board (or logic board cover - I've been told both) was also ordered, so the tech must have found something else wrong with it. So now, it's a week later, and the part still isn't in yet. I've been calling for her daily to check on the status. The calls keep being redirected to a national service line for the company, which is really frustrating. All they can tell me is that the part isn't in - they can't tell me if it's in transit, if it's back-ordered, or what the deal is with it.
Once during this time, I've even called Toshiba back to express my frustration with this new place that is now handling their warranty work. It's obvious that they're used to dealing with companies who, when they have one computer out of commission, it's not a big deal to them. Toshiba were sympathetic, and said they'd get in touch with them for me, but all they said when I returned the call is that the part is on order.
Is this common? Have I just been lucky till now with the speed of repairs? Are there any other steps I can take?
The crazy part of all of this is that she's in a city with two major universities and one community college, so there are about 40,000+ students living in the area. They must be aware that students need their computers back as quickly as possible.