Hi Team,

I want to raise a complaint against Toshiba for my laptop given to one of its service centers (inTarvo Technologies, Bangalore). The receipt number is 082011-196.

I had submitted it on 15th Aug'11 (almost 2 months back) for a simple issue but they have still not resolved the issue and I have been getting false promises from them.

I have escalated the matter to all possible authorities but even that seems to be not working.

Here is a link of escalations I have made but have heart no positive responses.

Would appreciate if you could help on the same.

Thank You,
Prashant

Hi Gaurav,

I came to know of your reference through Toshiba Customer Care and writing to you for an escalation that I want to make against services provided by your Service Center (inTarvo Technologies, Bangalore).

As you would see the trail mail below, I have been asking for a resolution for my laptop, which was submitted almost 2 months back and have had no positive responses at all.

I escalated the matter to Mr. Rakesh Handoo but that has gone begging, as well.

I would much appreciate a reply from you with a proper detail of what is happening with my laptop because I am tired of calling Toshiba and the Service Center and getting false promises.

Please could you advise if this needs to be addressed to someone else, if cannot be resolved at your end.

Thank You,
Prashant
Mob - 9611123416

From: Prashant Kumar Pathak
Sent: Friday, September 30, 2011 12:09 PM
To: 'rakesh.handoo@toshiba-india.com'
Subject: RE: Laptop Status Required - 082011-196_Laptopcare_TLC110909-19

Hi Rakesh,

May I kindly get some update on this please…!!

I am tired of calling and emailing Toshiba. I will be most grateful to you if you can at least respond – this is a frustrating experience I am having with Toshiba.

Thank You,
Prashant
Mob - 9611123416

From: Prashant Kumar Pathak
Sent: Monday, September 26, 2011 7:56 AM
To: 'rakesh.handoo@toshiba-india.com'
Subject: FW: Laptop Status Required - 082011-196_Laptopcare_TLC110909-19

Hello Rakesh,

I have received your contact from one of the executives at the Toshiba Customer Care.

I am writing this to you as I have been quite disappointed with the services from both the Service Center and Toshiba Customer Care.

I have more than one reason for escalating this to you. You can go through the preceding emails for a better reference but here are a few of them.

• A delay of over a month for my laptop repair from InTarvo Technology, for a simple query of screen flickering.
• A new issue reported by Service Center which never had appeared in my laptop before – issue with motherboard.
• No communication at all from Service Center. They have been quite reluctant to pick the phone and at least let me know of the laptop status.
• Non Responsive nature from both Customer Care and Service Center – I have called them on numerous occasions and all I received was an assurance of getting back to me. But trust me, I have received not even a single call from either of the teams.
• The Service Center has been delaying the case by providing me with contact numbers of several different people and instead of them following up they are insisting me to follow up. I have no problems with that but even those contacts stop picking phones the next time onwards.

If you feel these emails have any grievances I suspect you would take appropriate actions and provide me with an update at the earliest.

Thank You,
Prashant

From: Toshiba Care Center [mailto:laptopcall@toshiba-india.com]
Sent: Monday, September 26, 2011 5:58 AM
To: Prashant Kumar Pathak
Subject: RE: Laptop Status Required - 082011-196_Laptopcare_TLC110909-19

Dear Customer,

We are sorry for the inconvenience caused due to the delay in the part receiving , we are working on your query and will reply you soon the status.

Kindly contact us on our toll-free number in case of any further query or clarification. You may also contact us on our e-mail id laptopcall@toshiba-india.com
NOTE : Please do not change the subject line of this e-mail; instead click on “Reply” or “Reply All” to contact us in future regarding the same issue.

Thank you and regards,

Monika Srivastava
|TOSHIBA Support, India | Website: Toshiba India
|Toll-Free Number: 1800-11-8674 (BSNL, MTNL Landlines and Mobiles) | 1800-200-8674 (Reliance)

From: Prashant Kumar Pathak [mailto:Prashant.KumarPathak@wns.com]
Sent: Friday, September 23, 2011 5:05 PM
To: laptopcare@toshiba-india.com
Subject: FW: Laptop Status Required - 082011-196_Laptopcare_TLC110909-19

Hi Team,

I am quite disappointed at your non-responsive nature of working.

I have been calling your customer care and Service Center and every time I get a cold response. I have written you 4 emails (including this one) but have struggled to get a proper reply.

The problem with communication is continuing. I have been making calls to your Service Center and every time they promise me to call back with a status. Unfortunately I am still to receive a single update of my dozens of calls 

You proclaim to reply within 1 Working Day but have I got a reply of the email below? – It was sent on 19th Sep’11 (5th WD from date of sent).

All I am asking is for a next level escalation of my concern because things are not moving at the first stage. Can I expect something from you guys ASAP?

Thank You,
Prashant

From: Prashant Kumar Pathak
Sent: Monday, September 19, 2011 1:38 PM
To: 'laptopcall@toshiba-india.com'
Subject: RE: Laptop Status Required - 082011-196_Laptopcare_TLC110909-19

Hello Team,

Thank you for getting back.

I apologize for pushing back again and again but I have been left with no option.

The part has been delivered on 15th Sep’11 but I have still not received any update on my laptop.

Moreover, whenever I call the Service Center they promise me for an update but never actually do it. When escalated with Toshiba Customer Service they put the blame back on the Service Center.

It seems that the whole matter is going into an infinite loop and the only sufferer is me.

I want to escalate the matter now to the next level, hence request you to take this to the next level. I am highly unsatisfied with the services at both the Toshiba Customer Support and the Service Center as I have only got promises but nothing material.

May I make a humble request to you to kindly look into the matter and liaise with the Service Center and provide me with an update at the earliest.

Thank You,
Prashant
Mob - 9611123416

From: Toshiba Care Center [mailto:laptopcall@toshiba-india.com]
Sent: Wednesday, September 14, 2011 7:51 AM
To: Prashant Kumar Pathak
Subject: RE: Laptop Status Required - 082011-196_Laptopcare_TLC110909-19

Dear Customer,

As per the below mail we would like to share that estimated time for part dispatch is 15 September 2011. As the part received to the service center same will be inform you.

Kindly contact us on our toll-free number in case of any further query or clarification. You may also contact us on our e-mail id laptopcall@toshiba-india.com
NOTE : Please do not change the subject line of this e-mail; instead click on “Reply” or “Reply All” to contact us in future regarding the same issue.

Thank you and regards,

Monika Srivastava

|TOSHIBA Support, India | Website: Toshiba India
|Toll-Free Number: 1800-11-8674 (BSNL, MTNL Landlines and Mobiles) | 1800-200-8674 (Reliance)

From: Toshiba Care Center [mailto:laptopcall@toshiba-india.com]
Sent: Friday, September 09, 2011 5:33 PM
To: Prashant.KumarPathak@wns.com
Subject: RE: Laptop Status Required - 082011-196_Laptopcare_TLC110909-19

Dear Customer,

Thank you for contacting Toshiba Support.

As per your mail we will check with the concern department and will revert you soon the status. Please share your cooperation.

Kindly contact us on our toll-free number in case of any further query or clarification. You may also contact us on our e-mail id laptopcall@toshiba-india.com
NOTE : Please do not change the subject line of this e-mail; instead click on “Reply” or “Reply All” to contact us in future regarding the same issue.

Thank you and regards,

Monika Srivastava
|TOSHIBA Support, India | Website: Toshiba India
|Toll-Free Number: 1800-11-8674 (BSNL, MTNL Landlines and Mobiles) | 1800-200-8674 (Reliance)

From: Prashant Kumar Pathak [mailto:Prashant.KumarPathak@wns.com]
Sent: Thursday, September 08, 2011 11:34 AM
To: laptopcare@toshiba-india.com
Subject: Laptop Status Required - 082011-196

Hello Team,

This is in reference to my laptop being given to one of your authorized service centers (inTarvo Technologies Ltd, Bangalore).

I had submitted my laptop on 20th Aug’11 with the Receipt No. TIPL:OL:082011-196 and has still not received it – there has been a delay of more than 15 days. I am a working professional and need my laptop for performing my work, hence it is very critical situation for me now.

Whenever I call the service center, they update me saying that they haven’t received the ‘Motherboard’ from Toshiba. I also called Toshiba Customer Care and got the same update.

May I request you to kindly provide me the status for when can I expect the part to be delivered to the service center for me to receive my laptop.

Can you also suggest me on the next level escalation as things do not seem to be working out.

Please reply/contact in case you require further information.

Thank You,
Prashant
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