I was going to write a nice note about the telephone support I received from Toshiba this morning, about my messed-up laptop. Richard on the US support line was helpful and technically well informed.
But something is truly rotten in the state of Toshiba, or at least Toshiba Europe. I bought my Portege M200 in London about 20 months ago. It’s still under warranty. The problem is that moving from London to Berkeley means an awful lot of stuff is in boxes that haven’t been touched yet. In one of those boxes, I’m pretty sure, is my Toshiba recovery disk. But wouldn’t it be easier to get a replacement recovery disk from Toshiba?
Trouble is Toshiba USA can’t provide a recovery disk for my European-spec laptop. That has to come from Toshiba Europe. I’m helpfully provided the phone number in Britain. That’s where the problems begin.
Toshiba Europe can send a recovery disk. But they can only send it to a European address. Oh, and they don’t accept a credit card. So they suggest we find someone in the UK who can send them a check (or cheque), they will then send the disk to that person, who can then send it to me.
That’s a great way to treat a customer who has a product that is still under warranty, isn’t it? When the day comes to replace this laptop (which might well be sooner rather than later), I’m sure not going to have good thoughts about Toshiba. Extraordinary.
Update It gets better (read: worse). Just received this from Toshiba Global Support Centre: “Please find attached the Replacement Product Recovery Media form. The replacement cost for the recovery media is £35.25 (£30 plus VAT). In order to receive the requested software, please carefully read and complete the form, and mail it together with a cheque for the replacement cost to the address indicated on the form. The delivery of the replacement media may take up to 4 weeks after the form and payment have been received by Toshiba.”
Is there any reason why I shouldn’t be able to download this from a Toshiba website for free?