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From: nu013809@ndsuvm1.bitnet.UUCP
Newsgroups: comp.sys.ibm.pc
Subject: Re: toshiba extended warranty
Message-ID: <463NU013809@NDSUVM1>
Date: Thu, 3-Dec-87 08:45:26 EST
Article-I.D.: NDSUVM1.463NU013809
Posted: Thu Dec  3 08:45:26 1987
Date-Received: Sun, 6-Dec-87 19:02:13 EST
References: <4208@ecsvax.UUCP> 1598@cup.portal.com
Organization: North Dakota Higher Education Computer Network, Fargo, ND
Lines: 38
DISCLAIMER: Author bears full responsibility for contents of this article.

I cannot comment directly on the Extended Warranty plan for the Toshiba
laptop computers but I can comment on Toshiba's technical services.
     
I have been installing a large number of Toshiba 3.5 inch micro-floppies
on a wide variety of computers here on campus.  I ran into problems with
one on a True Blue IBM-PC XT.  I had already installed a large number
of these so I was no virgin with respect to monkeying around with them.
I exhausted about half a day to no avail and decided to call their
technical support number as I was beginning to think there was a problem
I didn't know about.
     
To make a long story short the performance of Toshiba's technical support
was totally unacceptable.  I was put on hold (my call) listening to their
MUSAC system for about 10-15 minutes.  When I did get ahold of someone
he was a rude, arrogant SOB.  He treated me like a total incompetent and
raised his voice when I tried to explain to him that I was fairly
familiar with the product and that his suggestion to try reading the
package documentation was not going to assist me very much.
     
I know that a lot of these technical support numbers must get called by
people who don't know a thing about what their doing but people manning
these phones should also be able to recognize someone who knows what their
doing.  I handle technical support calls myself and I usually know within
about the first 20 seconds if the person on the other end is technically
competent and familiar with the nature of the problem.
     
After this experience I am trying to discontinue our involvment with Toshiba
and their products as much as possible.  I know that I can't impact on
a company such as this very much but it was satisfying to cancel my local
orders for their products and seek alternate vendors.  It is also
gratifying to be able to advertise what I considered their incompetent
behavior to national exposure through the net.
     
     
                                       As always,
                                       G.W. Wettstein