Warning: This post was published more than 10 years ago.
I keep old posts on the site because sometimes it's interesting to read old content. Not everything that is old is bad. Also, I think people might be interested to track how my views have changed over time: for example, how my strident teenage views have mellowed and matured!
But given the age of this post, please bear in mind:
- My views might have changed in the 10 years since I wrote this post.
- This post might use language in ways which I would now consider inappropriate or offensive.
- Factual information might be outdated.
- Links might be broken; embedded material might not appear properly.
Many thanks for your understanding.
My new(ish) Toshiba laptop developed a Hard Drive fault last week. This was more than a little annoying, given that the notebook is quite new – but the world isn’t perfect, and these things sometimes go wrong, especially when new.
So I phoned their 24/7 Global Support Line on a Sunday evening. My call was answered immediately, without queueing. The lovely technical support guy agreed with me in less than five minutes that the HD needed replacing, and organised for it to be done. I was called and emailed on Monday morning to explain the process, and to give me a pick-up slot. Communication throughout was helpful, apologetic, and impeccably polite.
The laptop was packed up and picked up by the courier exactly on time, and was back with me within three days, working perfectly and with a helpful report explaining the exact action that had been taken.
I didn’t think anyone could ask for much more from Toshiba customer support given that they fixed the laptop very efficiently at absolutely no cost to myself. But Toshiba now offer a full refund if a laptop develops a fault during the first year of operation. The company has acted absolutely impeccably.
It’s something certain companies could learn from – and something that would certainly make me buy from them again.