HI! Ok, I admit that I am not real computer literate and I am very trusting. I bought a Toshiba Laptop because it was suggested to me by several friends that Toshiba is one of the best. Upon purchase, I naturally trusted Toshiba gave me every thing that was required to come with my Laptop.

So 3 years after I bought my Toshiba Laptop it crashes. I decide to attempt to use my recovery disk given with the computer. Only to find that the Recovery disk given to me with my Laptop is for a different model. I have discovered that my Laptop is a model M45 (whatever that is) and the recovery disk is ment for Model A100/A105 series.

I then called the 1-800 number located on the recovery disk, thinking that since Toshiba provided the wrong recovery disk for my Laptop, they would replace it.

I called at 5:14am Hawaii Time knowing that there is a few hours difference between Hawaii and the Mainland, I wanted to be sure I could get through. I spoke to 1 Customer Svc Rep who then explained that yes, they would replace my recovery disk....for a charge of $24.95 and I am unsure if that includes shipping. It will take 10 business days for me to receive it.

After speaking to a Manager (who hung up on me while I tried to question their warranty policy)...their Warrany Department (who only handles registrations for Warranties and will send you right back to Customer Relations)...then speaking with Cust Svc Rep who transferred me to another Manager, this is what I have learned.

Although Toshiba is one of the best computer brands with one of the best components around. Their Customer Service does not live up to the standards. I have been told that I had 60 days from the date of purchase to determine if all the software, parts & hardware given with my Laptop were the correct ones...I was quoted several times that the 1 yr limited warranty states that Replacement software is not covered under warranty...That my Warranty has expired 3 yrs ago...That they could not explain to an average joe like me how to verify my model and the matching recovery disk (which I found out where to look from a friend) to determine in 60 days from purchase that I had the right recovery disk...that if you would like a copy of the 1 yr warranty you would have to go online, they will not provide or mail you a copy of the warranty even if one was not provided with your Laptop (don't know how they expect you to go online if your computer crashed)...That it was my due diligence to make sure I had all the right componants and software (with no list provided by the company of what is provided with your Laptop at the time of purchase).

So if your Laptop crashed like mine, you will have to go borrow someone elses computer to go online to get a copy of the 1 yr limited warranty. Upon reading the warranty you find that NO where on the Warranty does it state that you have 60 days to determine that all the proper equipment and software were provided with your laptop for it to be replaced at no charge. However, it does state that Software is NOT covered under warranty.

Which in my opinion means that even if you discovered within 60 days of the purchase of your computer that the wrong recovery disk was provided to you, there is no gurantee that they would replace it free of charge as their "policy" for the 1 yr limited Warranty states "software is not covered under Warranty." When asking the last Manager I spoke with (Mina at 6:38am Hawaii Time), She would not confirm or deny if within 60 days of purchase that if it was due to company error the wrong software was provided, the company would replace it at no charge.

So it seems it is a 50/50 chance you will be told there is a charge for a replacement disk (even though it's the company's fault that they did not provide you with the correct recovery disk) even if you discover the error within 60 days of the purchase of your computer/laptop.

So a WARNING to Anyone purchasing Laptop and Computer with Any Company, if a list of what is to be provided with your computer/Laptop and/or a written copy of your 1yr Limited Warranty is NOT provided with yor computer at the time of purchase, be sure to call the company's 1 800 number RIGHT AWAY (within 60 days of purchase) to see how to obtain the information. Whether it is within 60 days or 3 years later...you may discover that if you were given the wrong software to recover & fix your computer, you may be charged to replace the disk, even if it was company error you have the wrong software.

Keep in mind that Toshiba Brand computers are still one of the best....it's their customer service that needs work. Mahalo!