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Toshiba Amer Info Systems Inc Complaint - Toshiba's Poor Customer Service - Toshiba Satellite A505-S6965
Toshiba Satellite A505-S6965 - Complaint
I originally purchased a Toshiba laptop from Best Buy in August. It came with the 64-bit Vista Home Premium operating system. Come to find out that some of the software I needed to run did not work on Vista 64-bit so I called Toshiba Customer Support requesting that they change my operating system from 64 to 32-bit. They were not able to accommodate this request and I was okay with that. The customer service person I spoke with was professional and courteous so I didn't push the issue and went to Best Buy and purchased the 32-bit version of Vista Home Premium. I had to purchase the full version rather than the upgrade since I was in effect, downgrading.
Well now it is Oct 22 (the release date for the much anticipated Windows 7 operating system). I was provided with a free Windows 7 upgrade with the purchase of my laptop. I called customer service again, requesting that they send me the 32-bit version rather than the 64-bit version and again they said they could not do that for me. I am frustrated and disappointed. I've purchased many computers over the years (mostly from Dell). This is the first time I've purchased a Toshiba. I'm surprised at the lack of willingness that Toshiba has in helping me with what I would consider to be a fairly simple (and inexpensive) request. It seems to me that it would be in Toshiba's best interest to make this accommodation since this has the potential to either develop or ruin a new customer relationship.
Toshiba has so far put a bad taste in my mouth. I am what some of my friends consider a "go to" person when they have questions about their new computer purchases. I will never recommend Toshiba. Not because the hardware is of lesser quality, but because their (lack of good) customer service makes it worth spending a little extra and buying from Dell and knowing that if I have problems, I'll be taken care of. This is the kind of mistake you only make once. Shame on you this time Toshiba. Next time, it will be shame on me.
Well now it is Oct 22 (the release date for the much anticipated Windows 7 operating system). I was provided with a free Windows 7 upgrade with the purchase of my laptop. I called customer service again, requesting that they send me the 32-bit version rather than the 64-bit version and again they said they could not do that for me. I am frustrated and disappointed. I've purchased many computers over the years (mostly from Dell). This is the first time I've purchased a Toshiba. I'm surprised at the lack of willingness that Toshiba has in helping me with what I would consider to be a fairly simple (and inexpensive) request. It seems to me that it would be in Toshiba's best interest to make this accommodation since this has the potential to either develop or ruin a new customer relationship.
Toshiba has so far put a bad taste in my mouth. I am what some of my friends consider a "go to" person when they have questions about their new computer purchases. I will never recommend Toshiba. Not because the hardware is of lesser quality, but because their (lack of good) customer service makes it worth spending a little extra and buying from Dell and knowing that if I have problems, I'll be taken care of. This is the kind of mistake you only make once. Shame on you this time Toshiba. Next time, it will be shame on me.
Comments:
Posted by LadyScot on 2009-10-23:
It was shame on you from the start.
You bought the laptop with Bit version 64, BUT needed 32. You wanted them to basically reprogram the thing for you, they said no. Then you wanted them to give you the Windows 7 for 32 bit when you actually bought a 64 bit and they again said no.
They can only upgrade you the Windows 7 with the version of Vista that originally came with your computer if you are taking advantage of the free upgrade. THAT is Microsoft.
It isn't their fault you couldn't use certain programs until you changed the Bit version.
You can BUY the full version of 7 if you want, but they will not give you the free upgrade on an upgraded system.
I don't understand why you are upset with them. You should be annoyed at yourself.
You bought the laptop with Bit version 64, BUT needed 32. You wanted them to basically reprogram the thing for you, they said no. Then you wanted them to give you the Windows 7 for 32 bit when you actually bought a 64 bit and they again said no.
They can only upgrade you the Windows 7 with the version of Vista that originally came with your computer if you are taking advantage of the free upgrade. THAT is Microsoft.
It isn't their fault you couldn't use certain programs until you changed the Bit version.
You can BUY the full version of 7 if you want, but they will not give you the free upgrade on an upgraded system.
I don't understand why you are upset with them. You should be annoyed at yourself.
Posted by squilmi on 2009-10-25:
I don't agree with that. I didn't know prior to buying the computer the limitations of the 64-bit operating system. Yes, that was may fault. I didn't do enough research, but no one at Best Buy explained anything to me either even though I asked lots of questions. I wasn't asking Toshiba to reprogram the computer. I only asked them to send me a 32-bit version of Windows 7 rather than the 64-bit version. I didn't think that was too much to ask particularly since all they needed to do was put a 32-bit version disk in the envelope instead of a 64-bit version. Thank you for your comments though.
Posted by LadyScot on 2009-10-25:
Op, you still bought the wrong system for what you needed. It is up to you to learn to use any product that you buy. No retailer is going to teach you to use it. The retailer probably didn't know the program you were going to use was not compatible. YOU didn't did you?
As for Windows 7. I already explained WHY they won't.
As for Windows 7. I already explained WHY they won't.
Posted by squilmi on 2009-10-27:
You're entitled to your opinion (though I still disagree). I am not disavowing my responsibility in creating the problem. However, my view of stellar customer service is a company who goes out of their way to help a consumer who makes an honest mistake to ensure that in the end they are satisfied. I was not satisfied. It seemed to me that once they got their money, they couldn't really care less. For this reason, I'll be taking my business elsewhere in the future.
Posted by LadyScot on 2009-10-28:
OP, I wish you luck on finding a retailer who will go out of their way to give you what you consider good customer service when YOU make the mistake.
Posted by yoyo78 on 2010-02-22:
My 3 cents...I don't necessarily think that may be a manufacturer issue actually. My husband bought a Dell a few years ago that came with the same 64-bit system. At first we were like "cool" something different and better...well we came into the same problem-software incompatibility. He did the same thing and called Dell and got the same answer. So, it may be a Windows thing and not the computer manufacturer. I used to have a Dell laptop so I had all my Windows discs from that computer so I just re-programmed it for him on the desktop and that is what he is running now with no problems.
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