My brother owns a Toshiba laptop. He bought the extended warranty for the laptop when he bought it. A while ago his laptop had some problems (was turning off on its own and not turning back on anymore).
He called Toshiba customer service to figure out how he can mail the laptop to get it repaired. They issued him a ticket and told him he should receive a package to ship the laptop in.
Three days later he called to see why the package hasn’t come yet and they tell him the ticket was canceled. No one knew why. So they created a new ticket for him with the same promise.
Three days after, he called them again to see what happened. They tell him that he had two tickets in the system and the system automatically canceled both of them (They hadn’t really closed that first one yet). Again they created a new ticket and told him to wait.
Three days after, he called Toshiba customer service another time. They said “oh, you should take the laptop to UPS and ship it yourself”. After fighting them over the phone for a good half an hour, they gave him another ticket.
Of course that last ticket didn’t work either. Same procedure kept going for 25 days. Also, every time he asked to speak with a manager they somehow didn’t transfer him to one.
At the end of the 25 days, I took the phone and called on his behalf. I was so angry at every one of the customer service employees, I felt bad for them. But I finally got to a manager and after complaining to her for half an hour, she ended up mailing the package herself and calling us back to confirm it.
For a simple service, my brother had to stay without a laptop for almost a month and use minimum 30 cell phone minutes every other day. Bottom line Toshiba has awful customer service.
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