Toshiba Tech. Support Frustrations

Ravi Chodavarapu wrote:

Its been about 3+ months that I've had my Toshiba L25-S119 laptop.  About a week ago, I noticed it was no longer charging itself.  The battery on the thing lasts only about an hour so I urgently backed up the most immediate documents on a USB stick and shut it off.  After trying various outlets, removing the battery, etc., I figured out it was most likely the AC adaptor.  So I called up Toshiba tech support.  The first two times I got a busy signal.  A busy signal!  On the 1-800 number for the Toshiba support line!  Had they put down a bad number all over their website?  After swallowing the sinking feeling, I got lucky and got ahold of the menu on the third try. 

At this point, I have to admit I was pleased with how quickly I got to an actual person.  I described the problem and what I thought was the most likely cause.  The person was quick in agreeing it was something actually wrong with the physical pieces.  The first thing she wanted me to do was take it to one of their service centers.  I asked if they could just send me a replacement adaptor instead.  She said something like: It'll take about 2 weeks to do that anyway and you might as well have it checked out at a service center.  OK, recap: They gave me a piece that went to hell in less than 4 months, and they are not going to make any haste whatsoever in getting me a replacement part. 

So, I call up the service center guy and before dropping it off, I ask how long he thinks the whole process will take - he starts off by telling me its probably something wrong with my laptop's motherboard (??) and he'll probably need to replace that and so probably like 2 weeks.  WTF??  A couple of days later, my roommate takes me to drop the laptop.  While at the service place, the guy tests the laptop with another AC adaptor, and surprise, it works.  So, he says he'll order an AC adaptor but I have to give him the non-functional one.  I got no use for it so why not?  I ask if I have to come back to pick it up once its ready?  Yes, of course I do.  Can I have Toshiba send me the adaptor directly to me?  Sure, but you have to mail the old adaptor to them yourself if you want that done.   Wow, thanks man, you are really making me feel like this is my fault - and if I want it fixed, I have to do the damn work!  So, I let him do the shipping and agree to pick it up once its available.  The next day he calls to tell me the AC adaptor is backordered and so it will take 2 weeks minimum. 

Ok, recap: I bought a brand new laptop less than 4 months ago.  It's become completely useless within that time.  Toshiba luckily will help me fix the problem but they will take their own sweet time to do it.  Any time and productivity lost while they take their sweet time (oh please god don't let it be more than 2 weeks) is really my own damn fault anyway.