Computers & Networking

[Hollie]

I purchased my elderly parents a Toshiba Satellite laptop C655-S5082 on 12/2/10.  They've had issues with it not working the last 3 weeks and ended up taking it in to their local Best Buy where they were told the hard drive was bad and it would be cheaper for them to buy a new one than to fix this one.  After searching the community forums it appears Toshiba has alot of issues with their hard drives.  My parents have health issues and are on a fixed income.  Buying a new laptop isn't an option.  I am incredibly disappointed that his laptop lasted only a little over 1 year.  That's ridiculous.  I won't be purchasing anything else from Best Buy in the future.

[AaronE]

While I understand it's frustrating that the computers HDD is failing at 14 months it's not the retailers fault. HDDs are mechanical systems and are one of the more failure prone components in a computer; especially a laptop where it will get moved around. 

In order to fix it your parents would need to purchase a replacement SATA HDD which run between $70-120 depending on what capacity they want. They'd also need copies of the Windows Recovery media that they could have burned from the computer or had Geek Squad make at purchase. Do they have those? They could also get Geek Squad Tech Support for $200 for a yr which would include a year of Anti-virus software, cover the hardware installation labor and the labor to re-install windows and applications for your parents. It would also cover them for software issues, like virus removal, or further diagnostics the machine would need over the next yr and also includes remote support as well as in store support.

[Hollie]

Spending $320 to fix a computer that cost $400 seems ridiculous.  As for HDD's being failure prone, "especially on a laptop where it will get moved around", laptops are supposed to be moved around...that's why we buy them.   Most people expect them to last longer than 14 months.  I have an HP that has lasted me 5 years with no problems.  It's been moved around way more than the Toshiba.  The Toshiba never even left their house.  As far as the retailer not being at fault...Best Buy chooses to sell Toshibas, they aren't forced to.  It they sell a faulty product, it reflects on them as a company. 

[AaronE]

It doesn't reflect on us as we don't make them. In addition, the HDD could have failed on any other brand just as likely as the Toshiba. It's not something that's isolated to just that brand.

This is why Best Buy offers Black Tie Protection/Service Plans, for piece of mind should things break after the mfg warranty period. If you choose not to purchase that coverage there isn't anything we can do for you as you're essentially telling us you don't want our help after the yr mfg warranty.

Sorry about your luck. 

[seekrtz]

I will give you a cheaper solution, but you will have to install the new hard drive yourself.  Do not worry, removing a hard drive on most laptops only involves removing 2-4 screws and popping out a plastic cover to expose the drive.  There are tons of videos on youtube you can use as a reference to familiarize yourself with the task.

First, buy a cheap 2.5 inch SATA drive online or go to your local Best Buy and pick one up if you wish.

Since your laptop has a valid license key printed on the back (please make sure the sticker is fully visible and write down this key for future reference).  

Here is a download for Windows 7 Premium/Home/Ultimate - Most consumer laptops come with the Home version, so please download and use this version only unless you know for sure that it did not come with Home (the stick on the back with the Windows key should specify Home btw).  32-bit or 64-bit makes no difference; as the key will work with either one.

http://www.mydigitallife.info/windows-7-iso-x86-and-x64-official-direct-download-links-ultimate-prof...

Burn the Windows 7 image to a DVD and boot from it to install Windows 7 on the new hard drive using the key on the back of the laptop during the initial installation.  Installing Windows 7 is very straight forward, so it does not matter if you have never done this before honestly.  Afterwards, consult the support page on the Toshiba website to install any missing drivers for unknown hardware devices.  With a little luck, the missing drivers will be of minimal impact for general usage.

*Note: Doing this will completely bypass the restore disc method in exchange for the clean installation method of Windows 7; which is much, much better by the way.

**Unfortunately, doing this will probably prevent Windows 7 from successfully activating online.  Please use the telephone activation process to finish the genuine activation.  Just call the number and verbally repeat the code shown on your screen, an automated response will repeat back a code you then enter in return to complete the activation.  Also, you can take a screen shot of this phone activation screen after you enter the automated code and print it out if you ever need to reintsall Windows 7 using the disc you created because as long as the hardware stays the same, so does the phone auto generated code sets.

***I hope this helps.  I tried to be as thorough and detailed as possible, so you do not run into any unforeseen issues.  

Keep in mind that there is a slight chance that after installing Windows 7 that there is no driver support for wireless or Ethernet and you will be unable to access the internet if this happens.  A secondary computer to access and visit the Toshiba support website will be required and a USB drive to transfer the downloaded drivers back to the Toshiba would be the best solution to this potential problem.

[seekrtz]

Updated download links for Windows 7 with SP1. Yes, these links are all legit.

http://www.mydigitallife.info/official-windows-7-sp1-iso-from-digital-river/

[CrimsonRain]

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Hollie wrote:

They've had issues with it not working the last 3 weeks and ended up taking it in to their local Best Buy where they were told the hard drive was bad and it would be cheaper for them to buy a new one than to fix this one.

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Welcome to disposable technology. Product prices have dropped in price along with their quality. Who demanded this? Why Americans like you and me of course!

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Hollie wrote:

After searching the community forums it appears Toshiba has alot of issues with their hard drives.

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You should try the same search with HP, Sony, Gateway, Asus, and just about every computer manufacturer out there. Hard drives have moving parts and will go bad eventually. Plain and simple. Basic Computer Hardware 101.

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Hollie wrote:

I am incredibly disappointed that his laptop lasted only a little over 1 year.  That's ridiculous.  I won't be purchasing anything else from Best Buy in the future.

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Again, welcome to disposable technology. I don't see how buying a computer from Best Buy or somewhere else would have made a difference if a hard drive goes bad.

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Hollie wrote:

I have an HP that has lasted me 5 years with no problems.  It's been moved around way more than the Toshiba.  The Toshiba never even left their house.

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Oh I love these illogical statements! The good old, "I had a product that lasted me for x years so that means the next one I buy should last just as long if not longer." Do you even realize how illogical that sounds?!

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Hollie wrote:

As far as the retailer not being at fault...Best Buy chooses to sell Toshibas, they aren't forced to.  It they sell a faulty product, it reflects on them as a company. 

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I love these statements too. The seller is at fault, not the actual manufacturer that produced the product. Because you know, Best Buy should test the computers they sell for a good year before selling it to the general public right? Who cares if the product is out of cycle for a good year now. At least Best Buy will sleep soundly knowing there's no possible way one of their products will go bad within 5 years. Here's the way a logical consumer would see it: As far as you the buyer not being at fault... you chose to buy a product and rely completely on the manufacturer's warranty. You did not elect to purchase a service plan through Best Buy, you aren't forced to. If your product goes bad after the manufacturer's warranty expires, then it's on you.

[Hollie]

thank you!