CDW Has no Clue

nospam@example.com (ToshibaSux) — Tue, 14 Nov 2006 15:26:33 -0700

I just spoke to CDW only to be told that they did speak to someone from Toshiba regarding my laptop yesterday, but do not know when to expect a part. They recommend that I try and return it to Circuit City.

My Nightmare

nospam@example.com (ToshibaSux) — Tue, 14 Nov 2006 05:29:09 -0700

May 27
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On May 27 of this year, I purchased a Toshiba Qosmio G35AV650 from a local Circuit City for 2999.99.

OCT 11th
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It worked well for about four months. On the morning of October 11th I noticed that the machine would not start.
While it was clear it was getting power, it would not display anything including the Qosmio Logo displayed during the POST.

After trying the obvious (connecting to an external monitor, trying to boot from an OS disk, etc.) I called Toshiba support.
I was on hold for 45 minutes before speaking to someone who after about 20 minutes worth of QA made clear that his sole function
was to A. instruct me to use the system restore disks or, B. Take the machine to a local authorized repair center. Failing at A I tried B.

I dropped the machine off at CDW as instructed and was told it would be a couple days for someone to look at it and get back to me. Fair enough. I waited.
A couple days later CDW called as promised to inform me that the machine needed a new motherboard and Hard Drive. I had kind of guessed at the mainboard, but to date am still unclear about the HD, but whatever. They told me it was all covered under warranty and not to worry.

I asked when I could expect the work to be done. I was told that the parts would arrive in a couple days and I could expect the machine back early the following week.

Oct 20
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I call CDW to check on the status of the laptop. I was informed that they were waiting on a part. After bemoaning the fact that I was told the part was due earlier in the week I again asked when to expect the machine. They told me they had to email Toshiba and they would call back. They did. I was told that they would not have the part till Nov 18th... I got mad.

I ask what recourse I had. The machine was less than 5 months old and now they were talking about an additional one month delay before the repair facility could even begin working on it. They told me to call Toshiba... I did.

After 1 hour on hold listening to the most obnoxious piano music I've ever heard, I was finally able to speak to someone there who informed me after making me recount all the details to date, that I had to deal with CDW. I asked to speak to a supervisor and was told I needed to speak to someone in "Customer Relations".

I was placed in queue and remained there for another half an hour (more piano music) and got a new person (more Q and A) before I was told I needed to speak to someone in "Customer Relations" to which I replied, "I thought you were!".

I was placed on hold...

I waited in excess of 1 hour...

I was disconnected.

I called CDW back to see if there was anything they could do. They told me they would send the machine to Toshiba for repair and that would save a couple weeks. At this point I'm fairly confident that I won't be seeing it any time soon any way and tell them to go ahead.

Nov 3
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I call CDW to check in. They tell me that Toshiba wants them to repair it and that they are waiting on parts. "Fine, whatever, when are they due in?", says me. Nov 11th, says CDW. At this stage I am irate, but resigned to wait the additional week and half.

Nov 13th
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I call CDW asking the status on my laptop. "Oh, we are waiting for a part". I inform the guy through gritted teeth that the part was due in on Nov 11th. That being a Saturday I figure maybe its due this week. I ask when the expect it. I am told they need to email Toshiba and get back to me. ...I call Toshiba again.

I'll spare you the blow-by-blow, except to say that in the course of speaking to 3 separate individuals and spending a collective 2 hours on hold and being disconnected once, I was told to:

deal with CDW - which I rejected
send the machine to one of their depots - I don't have the machine, I don't understand the request.
Talk to Customer Relations - Fine.

I waited in queue and ultimately spoke to someone. To the guys credit, he actually listened and seemed to understand my frustration. He said he needed to make calls, but promised to call me back. I practically begged for his direct line, but was told I had to call their 800 number. Anyway, again to his credit, he called back.

Unfortunately, all he could tell me was that a motherboard was not available and would not be available to CDW until Nov 30th. If you are keeping score, this is 6 weeks from the time I dropped it off before the repair facility even touches it. This of course assumes that this new date is any more valid then the last ones I was given.

Again the guy understood, he agreed that that was unacceptable and promised to call back...

Nov 14th
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I'm still waiting...

I do not know where the machine is and have no idea when I can expect to see it.

This is by far the absolute worst experience I have ever had purchasing a product in my life. I will never buy another Toshiba product again and strongly advise others to take my experience and those of others posted on the internet into consideration before doing so. I can not speak to the quality of their products, I am aware that things can happen, but when they do, particularly on an item as costly as this, I expect them to honor their warranty, if they don't have a part, then send me a replacement. This was a major purchase. I do not have another $3000 to spend. I do not have a laptop. I make my living with my computer. I'll keep you posted.