Wednesday, December 05, 2007
More Toshiba Headaches
As readers of this blog know, I own a Toshiba Tablet PC (and have owned other Toshibas before). I like the hardware in general (see here and here for instance). However, as readers of this blog also know, buying from Toshiba is a total hassle (check this out for instance). In fact, it is often so bad, that I have been wanting to buy something from Toshiba several time and decided not to, because their shopping experience generally is very frustrating.
However, I just needed a new harddrive for my Tablet PC, and I also need a new battery. So last Friday, just before I left the DevTeach conference in Vancouver, I ordered both. It was in stock it said, and I paid for second day air shipping to make sure I'd get it when I needed it. Within minutes, I got a confirmation email.
Monday, I decided to check on my status, just because I am an inpatient person. As it turns out, my order had been canceled! I had to go online to find out! No email, nothing. The only email I ever got from them was the confirmation email on Friday.
So I contacted their sales department. This took close to half a day. They finally told me that the order had been canceled because it was placed from an international IP address. So I guess Toshiba thinks our friends north of the border are not to be trusted! After all, a person from Vancouver ordering a harddrive is highly suspicious, I guess. Granted, I asked for it to be shipped to a US address, but the delivery address was the same as the credit card billing address. (And I have established my online account years ago so they have a history of selling to me...).
As it turns out, the only way to reactivate the order was to call, which of course meant being on hold for a while. Finally, they re-activated the order. They told me it would be processed the same day (Monday) and shipped first thing Tuesday morning. I asked if they would overnight it on their expense since I felt that they messed this up. The sales rep was very friendly, but she said she was not authorized to do that. But I was of course welcome to pay for overnight shipping myself. Thanks, but no thanks!
So then all of a sudden, yesterday afternoon I got an email from them saying my order had been canceled since it came from an international IP address. A day after I spent forever on the phone to get this straightened out. I sent an email to customer service to see if this was the cancelation notice from my original purchase or the newly reactivated order. It's now been over 24 hours. No response. I just went online to check the order status, and it says "estimated ship date: December 5th". So that would be today, and apparently it has not shipped yet. So much for shipping it first thing Tuesday morning. Arrrrrgggghhhhhh!
Like I said: I like the Toshiba hardware OK (although I could easily imagine more appealing configurations), but in many ways, they are really in the same boat as AT&T: I like the hardware, but if someone else comes along with something comparable, I will jump ship in an instant.
Posted @ 6:36 PM by Egger, Markus (firstname.lastname@example.org)