I Love to Hate Toshiba

Friday, July 14, 2006

I'm done? I think?!

Okay. I haven't posted in a few days.

Conversations have pretty much been:

M: "Has there been any change?"
T: "Nope. 7-10 days from the 6th."
M: "Aggggh!"

Until... TODAY

I asked for an update, and they gave me an RA number.

I called Best Buy, and they had received the RA information (which Best Buy corporate had gotten the day before... it only took ONE DAY for them to process it...)

I got the full refund on the TV, and my replacement plan was pro-rated ($400 for 4 years, and I had it for 3 months, so I got like $383.)

I will be getting a Samsung LCD on Sunday. I can't wait.

I will post a summary post soon.

Monday, July 10, 2006

I have a cold, and they suck.

Apparently the nice lady I spoke to on Friday was wrong.

The 7-10 business days started Thursday. Despite telling me it takes 7-10 days on monday, and then again on wednesday. The logic for this still escapes me.

I spoke to a supervisor who explained the process further. He said it takes Toshiba 3-5 business days to fax over something to Best Buy (Because it takes 3-5 days to fax a piece of paper).

Then it takes Best Buy 3-5 business days to fax the authorization to the local Best Buy. (Again... faxing is very difficult. There are small fax-machine gnomes that have to carry the pages from one location to another)

So we are on day 3. So by Wednesday, I *should* have heard something from Toshiba. Which means I'll hear something Thursday or Friday.

Saturday, July 08, 2006

Apparently I am not alone.

The Better Business Bureau just gave Toshiba an "F" rating.

For those not familiar with rating systems, "F" is pretty bad.

In fact... it is as bad as you can get.




Friday, July 07, 2006

I'm not crazy after all

I just spoke to a very nice lady from Toshiba.

I explained my last conversation and how upset it made me.

She said "Well it seems like it would be 7-10 business days after we contacted you... which would be monday. I don't know why he would say that."

I asked her to double check and she did.

I asked her to add a note to my file and she did.

According to her, it may or may not include monday - so assuming its not, then we are currently at the end of day 3.

She was very nice.

They really are bastards...

I called again to check on the status.

M: "I'm just checking on my status. Did it get faxed over yet?"
T: "Nope. They started the paperwork yesterday, so it'll be 7-10 business days from then."
M: "What? I was told definitely under two weeks from a lady I spoke to on monday, and a guy I spoke to on Wednesday told me 7-10 business days. Yesterday was Thursday. In my book today is day #4."
T: "Well, they didn't start processing it until yesterday"
M: "I don't care when you STARTED. I was told 7-10 business days. I don't care what happens inside your company."
T: "Well, we told you it takes 7-10 business days, right? And thats how long it takes. We just didn't start it til yesterday."
T: ...silence...
M: "So what day is this?"
T: "Day #2"
M: "Really?"
T: "Yes"
M: "Bye."

Thursday, July 06, 2006

No Update

Called at noon. No update.

"We'll call you sir. It takes 7-10 business days."

I'm calling at 5

Wednesday, July 05, 2006

I am a rational person (I think)...

I swear I am.

I am not crazy.

When I spoke the lady on Monday, I believe the conversation went something like this:

T: We are going to authorize an exchange at Best Buy.
M: That's great. What happens next?
T: We are going to fax an authorization to the Best Buy you bought your TV from
M: Okay. When will that happen?
T: I can't be sure. Maybe Wednesday, Thursday or Friday. Not the 4th though.
M: I really need a functioning TV by Friday if that's possible....
T: I can put in for a request for it to be expedited.
M: Will it definitely be done by Friday?
T: I can't guarantee that.
M: What CAN you guarantee?
T: I can't give you a definite time frame.
M: But probably Wednesday, Thursday or Friday?
T: I can't promise you that. You want me to promise you that, but I can't.
M: I just want a general idea of when this will happen.
T: I can't make any promises.
M: Well... will it definitely be within two weeks?
T: You are putting words in my mouth.
M: I just want to know when this will happen. Two weeks?
T: Yes sir. Definitely within two weeks.

We argued some more and I hung up. Nothing definite, but she seemed to think it was possible in the next couple of days. She told me to call back to check to see if the authorization was faxed.

Moving on.

I called Toshiba today.

I spoke to a guy and asked if the authorization went through. He thought I was crazy. He told me it takes 7-10 business days.

I tried to explain that she mentioned the next 3 business days, and he told me "She has been here a long time and would know better than to say that. It is 7-10 business days."

We went back and forth. I kept saying "but she said it probably would get done this week..." ... because she DID say that. I asked to talk to the girl again. He said he would put it in his notes that I wanted to talk to her (but he couldn't guarantee it)

She just called back.

She was pissed.

She told me that I invented the "next three days" and that the "under two weeks" was what she promised. She told me she tried to expedite it but it hasn't happened yet, and that it hasn't been two weeks which is what she promised.

She thought I was crazy for being upset that it wasn't done in the timeframe she promised (since she only promised two weeks)

In reality, I was upset that what she suggested POSSIBLE was in fact ridiculous.

I am going to call them twice a day checking on the status. When this is all said and done I am going to make a summary post, and spam the internet with a link to my blog in the hopes that at least 1 less person buys a Toshiba product.

How naive I was...

I thought this was almost over.

I thought Toshiba would come through.

I was told "Wednesday, Thursday, or Friday probably"

I called to see if it was "Wednesday"... and was told it will be another 7-10 business days.

The guy wasn't very nice.

I am going to call back.

Weekend Update

I was in Martha's Vineyard for the long weekend, so I didn't have a chance to update.

Friday came and went, and I didn't hear anything about my "exchange", despite the fact that Friday was day 5 (they promised 3-5 days).

I spoke to a supervisor that evening and after much arguing told me I should almost definitely hear something on monday. I wanted something definite, but I took what I could get.

Monday at 3pm, I got a phone call from a lady telling me that a complete return at Best Buy was authorized. That means I get Best Buy store credit for what I paid (including delivery). That means I don't have to get another Toshiba TV.

She said that they had to fax something over to the store, and that that would happen Wednesday, Thursday, or Friday, or after that. I tried to get her to be more specific, but she got pissed at me.

I could have a new, non-Toshiba TV in a few days.

Tuesday, June 27, 2006

"I have no information"

I called Toshiba a minute ago to ask about my "standby" power consumption.

The conversation went like this:

Me: "Hi, I have a quick question... it says in the manual that it uses 34W of power in standby mode. Is standby mode just when I have the TV plugged in?"
Toshiba Idiot: "Yes, that would be standby mode."
M: Well, have you heard of the Vampire Slayer Act passed in California?
T: I have not sir.
M: It's been on the news recently.
T: I don't watch the news
M: Well it's a law passed to stop companies from making products that use electricity in "Standby Mode"
T: I don't know anything about that. I'm just told what I need to know for my customer service. What are you getting at?
M: Do you have any idea how much power that uses?
T: No sir.
M: It uses 34W of power. With my electric rate that costs me about $60 a year.
T: I have no information on that sir.
M: Can you verify that is how much it uses?
T: Hold on

On hold for 5 minutes

T: Hi sir. Yes. That is the average power consumption of your TV in standby mode
M: I already *know* that!
T: It says it in your manual
M: I KNOW! I just want to know if it really will cost me $60 a year.
T: I have no information on that.
M: Can you put me in touch with someone who does?
T: I have no information on that.
M: I know you have no information. I want to talk to someone who does.
T: I don't know anyone who has information.
M: Well there must be SOMEONE there who knows what is going on with this.
T: You can go online and search.
M: Where do I go to search?
T: Toshiba.com. Besides that, I have no information.