Computer Down: VI – Cross Me and You Will Pay

Toshiba America Information Systems, Inc.
Computer Systems Division
9740 Irvine Boulevard
Irvine, CA 92618-1697

To Whom it May Concern:

I am writing to express my concern over a recent and unpleasant experience I had while dealing with Mura, a Customer Relations representative at Toshiba. The Case Reference Number is 1-295858363. My name is Andrew Ferguson and the call occurred on Tuesday, January 3rd, 2006 at approximately 9:30 am Pacific Time:

The Sunday prior to my call, my Toshiba Portege M200 suffered what I believe to have been a “head crash,” where the read/write head of the hard drive physically crashes into the disc platter, causing the drive to lock up and become completely useless. Fortunately, I had made backups of my critical data and my laptop was still under warranty. I called Toshiba that night and was told that I could either send my laptop in for repair or take it to one of the local repair shops. I opted to take my laptop to a repair shop because I believe that it would be a faster turn around time.
Monday was a Federal Holiday, so on Tuesday, I drove up north to Micro Computer Systems, Inc., a certified Toshiba Repair Center. I asked them about what could be done and if they might be able to recover any more of the data on my hard drive. They said that data recover was not covered under warranty and it would cost about $1000 to recover the data. I then asked if I might be able to keep the hard drive so I could personally try and recover the data. Micro Computer Systems said that they were required to send my old hard drive back to Toshiba.

At this point I made another call to Toshiba Customer Relations, asking if might be able to keep my old hard drive for two days after I received my new one so that I could try and recover the data myself. The first woman I talked with indicated that she did not think this was possible, however she offered to elevate me to a level 2 Customer Relations person.

After talking to Mura, the Level 2 person, for some time, it was clear she was very adamant that nothing could be done. I asked if there was someone else I could speak to or if I could have my case elevated to the next level. Mura retorted that there was no one else to speak I could speak with and that in order to elevate my case to the next letter, I would have to write a letter. I then asked if Mura was in customer service or technical support. Before I could finish asking my question, Mura had interrupted to correct me, saying, “Customer Relations.”

I paused a moment in disbelief that she had interrupted me mid-sentence and then restated my
question, “Are you in Customer Relations or Technical Support?”

Mura responds that it does not matter and if there is anything else she could do. I politely ask her again, “Are you in Customer Service or Technical Support?”

Again Mura interrupts to correct me, saying, “Customer Relations.”

I restate my question again, “Are you in Customer Relations or Technical Support?”

And then Mura hangs up. Not a single word, just ‘click’.

This left me very frustrated and confused. I sat in a state of shock for a few moments, then collected my thoughts and called back.

I was finally able to talk with someone who explained to me that it was an issue that Micro Computer Systems would have to deal with. It took over 45 minutes, but I had finally received an answer.

After I had gotten of the phone, I talked with a rep from an independent data recover agency and we agreed that since I had all my critical files, it would not make much sense to try and recover anything else. Micro Computer Systems agreed with this assessment and I turned over my laptop for repair.

This, however, does not resolve the absolute horrible way I was treated my Mura, an authorized representative of Toshiba. I have been a loyal Toshiba user for 6 years, purchasing 3 computers in total. Many friends and family members also consult me before purchasing a computer and I have always directed them towards Toshiba machines. Mura is not representative of the service and commitment that I have received from Toshiba in the past and I hope that it is not indicative of the service I can expect in the future. What will be done to remedy this situation?

Furthermore, while I understand and acknowledge that Toshiba is not responsible for my data, I believe that it is only fair that a user be provided an appropriate amount of time to attempt to transfer or recover data from the old hard drive to the new hard drive. Is this something Toshiba would consider offering in the future?

I look forward to reading your response.

Respectfully Yours,

[Andrew Ferguson] //signed//

Andrew Ferguson

[tags]Toshiba, customer service, customer relations, letter[/tags]

6 Replies to “Computer Down: VI – Cross Me and You Will Pay”

  1. So why didn’t you get a replacement hard drive and have all your data backed up. The joy of buying computers from people like Dell or Toshiba or HP even is that you get to deal with phone support that tends to suck. Recovering data off hard drives is an expensive pain in the arse =/

  2. I ran into that one time with HP/Compaq. I contacted the VP of Customer Relations (They were nice enough to post their email addresses publicly), and everything has been fine ever since. In my case, it was a bozo putting crap on my laptop (pre-tablet ownership) that worked for a third party repair depot. I don’t believe he works there any more!

    Stick to your guns!

  3. Artoo:
    Ready for school? To answer your question, the hard drive wasn’t even spinning. At the very least, I would have needed to take the cover off and see if anything was stuck and then perform my own transplant a la instructions on Hack-a-Day via Engadget.

    Renee:
    “Stick to your guns!”

    Locked, cocked, and ready to rock.

  4. I am to angry to even type anything. I called Toshiba about my defective USB ports, they told me they would send me a box to have my laptop repaired in, then they didnt send anything. I called weeks later and they tell me my warranty is up so they wouldnt send it. I told them I CALLED WHEN I STILL HAD A WARRANTY, back in december 2006. It is now April 2007 and I still have no USB cords. They keep on transferring me to Customer Relations, but I sit on hold for over an hour before I give up and hang up. That has been happening for a couple weeks now and Ive been calling daily. Then they give me these stupid case ID numbers that dont help, because I get one every time I call, so when I call again the representative reads all of them before helping me. i think, if you own a toshiba and live in America, AMERICANS SHOULD HELP YOU!! Whatver country you live in, thats where your representative should be from! I dont know when theyll get my laptop repaired, I think they give you the run around till your warranty runs up or till you get tired, then go pay a repairman by yourself

  5. Wow that sucks, Muru sounds like a Fat lard that doesn’t like to work or think. Hopefully she is fired and flipping burgers now.

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