I've been away from the blog for a while to visit with my family, work on a few client projects, and study.This topic, however, brought me back to the blog. It even made me think of a new challenge.
I just took a look at my recent comments. So many people, having the same problems with Toshiba Tech support, are sharing their frustrations and asking for help on my blog. These are folks who have spent thousands on new Tablet PCs from Toshiba. This, in addition to the many who've written to me directly to ask if I knew a way to get support from Toshiba. [I don't.] It does not appear to matter whether or not extended warranty support was purchased or not. Ouch! [I wonder if Toshiba has anyone reading blogs. If so, they would do well to read the user comments to any of these posts.]
I myself have been collecting a small list of problems (I've blogged about these here) that I plan to submit to Toshiba. Right now, my Tablet PC is working for me and I've learned to ignore most of the problems. I am almost to the point of announcing that I'm YABHTU. Just a few issues in the way. Unfortunately, only Toshiba can help, and, well ...
I will probably end up purchasing a new computer and then ship my M4 in for repair. It makes me sick to think about doing it this way, especially since my M4 is not even a year old and since I paid many hundreds of dollars for the extra warranties, screen coverage, and service agreements from Toshiba. After reading and speaking with people who've been down the Toshiba Support path, I'm scared to send off my only Tablet PC without a backup - not knowing if I'll see it again or in what condition. I hope I will be able to blog about my wonderful support experience with Toshiba. I promise to blog either way.
What's ironic is that I actually would consider buying a new or used second M4 as a spare. Other than the DVD eject button issue I blogged about, I think the hardware is well designed and I'd gladly buy another. It's just the support issue (or lack thereof) that concerns me. While I'm pleased with my Tablet PC and will continue to recommend the platform, I certainly cannot recommend a Toshiba unit to a client in good faith without fully disclosing the support experiences described on this blog, too.
When I'm ready to get my M4 repaired, I'll blog the experience here. That could be an adventure much more challenging than my paperless challenge.
Speaking of challenge, here's an idea for my next challenge: I wonder if I could convince someone at Toshiba Support to look up my warranties and ship me a fully functional Tecra M4 Tablet PC, identical to the one I have. I'll then swap my drive into it so that I can get back to work. Then, we'll chronicle the Toshiba Support experience here on the blog as a resource to others in the Tablet PC community. On second thought, that's a lot of work and, based on other Toshiba customer's experiences, it could take months to complete the challenge. Still, it's an interesting concept.
Meanwhile, if any of you have tips to offer to the many readers of my blog about how to resolve their Toshiba support issues, please post.
P.S. I'll look up the email addresses that I have for a few executives at Toshiba Corporate and Toshiba Direct. I won't post them here, but I'll send them a link to this blog. Perhaps we can help Toshiba understand that we would remain loyal customers if we were supported. The readers of this blog represent a significant investment in Toshiba Products. I don't know about you, but I know that I will purchase (and recommend) many computers in my lifetime. I'm sure that's worth something to at least one computer company.
ONE MORE THING: Toshiba: if you've found this blog and would like to respond to me via email, I will promise to post your response, in its entirety, here on my blog. Ultimately, all I want is to solve my own problems and help out the many readers of my blog who, like me, spent thousands - perhaps hundreds of thousands - of dollars to purchase your products.
Updated: 10:48 PM PST. I need to find out how much I actually paid for all of my various warranties & support agreements.