Eric Mack On-Line

I would normally not blog about this, but I continue to receive emails and blog inquiries, asking about the status of my Tecra M4 repair and my experience with Toshiba Technical support. You may recall that I recently became an unhappy Tablet PC user. The truth is that, up until today, I've done nothing about it, other than to copy my mission critical data to a Thinkpad so I can continue working. For me, the idea of calling overseas support ranks right up there with a root canal. To me, calling for my own computer repair is even worse, because it means unproductive and unbillable time. Most of my blog readers will probably want to skip over this post. For those, who are passionate about Tablet PC's or Toshiba (or both), you can follow my support call ...
DAY ONE: June 21, 2006
Today, is the first day that I've both had the time and have been willing to approach Toshiba to get my Tecra M4 repaired. I made a list of the six problems and called Toshiba Technical support to arrange for the repair of my Tecra M4. I was pleased that the wait time on hold was minimal. I first spoke with Zi, and I informed him that just that they would be recording my call for "quality assurance purposes," I too, was recording this call for the same purpose. He was fine with this, and listened as I carefully reported all of the problems that I wanted repaired (see below). After 30 minutes, I had a case number and at 45 minutes I was transferred to a level one tech support specialist. (Somehow, I thought that Zi was a level one specialist, but I guess I was wrong. He must have been level zero.) In any case, I next spoke with Miss Dawn.

I'm  not sure Miss Dawn what to say when I informed her that I was recording the call for quality assurances purposes, but we went through the review of the problems. We agreed that the unit needed to be sent in for repair and I explained that I need the unit back as soon as possible and that I did not want to send it to an "Authorized repair center," preferring to send it directly to the capable and parts-equipped folks at Toshiba. Dawn agreed. For the most part the call went well, until I happened to mention that I did not want to send in my hard drive with my sensitive corporate data on it. She insisted that the drive must be sent in and told me that nothing would be done to the drive and that it would be safe and that I could trust my data to the technicians ; they do not look at private data. Further, she said that it was essential that they have the drive because if they replace the motherboard - which they probably would - the hard drive would not work without a new drive image. I will skip the obvious contradiction and tell you that we spent another 30 minutes of discussion, during which she had to go to several managers for advice.

Reluctantly, we both agreed that I would "wipe" the drive using drive erase software and that she would have them deploy a fresh image from the factory. (Can anyone say spamware all over again?) It appears I have no choice, if I want to get my unit fixed. After a lengthy discussion about getting a set of recovery CD's - just in case they would not restore the image, I agreed to simply take my chances and accept the assurances of Miss Dawn.

I could blog more,  but I'm frustrated and I'm sure I will have more reasons to do so in the coming days.

Here's where I left things.

1. I will erase (bit-wipe) my hard drive and remove the battery pack
2. Toshiba will send me a box, which I should receive tomorrow; I will use this box to return the computer to them.
3. They will repair the unit in 5-7 business days.
4. Should I have any questions or concerns, I'm welcome to call their support department with my service order #
5. When I receive the unit back, I can then reinstall all of my applications (not a problem - just another 10-16 hours)

So, if all goes well, I should be YABHTU in about 10 days - just in time to bring the M4 to my next client presentation.

If I can truly get the Tablet PC back in 10-12 days, I will be reasonably pleased and I will be happy to share this positive experience with my corporate clients. If I don't get it back in 10-12 days, I will also share my experience with my corporate clients.

Here's to hoping that all goes well and to becoming YABHTU again!

Eric

P.S. If you are curious about the details, I've attached the cover letter that I will include with my M4 Tablet PC, along with photographs of the screen problems. 20060621 - Toshiba Tecra M4 Repair Letter.pdf