faulty toshiba laptop & tesco

fanny_may

i need some help, i have a Toshiba laptop which is under 12 mths old, it has stopped working so i called tesco electrical helpline as on the receipt, i was directed to toshiba who informed me that i needed a recovery disc before they would have a look at it as the fault would be a software fault and this is not covered by their guarantee,(the soft ware was already on the laptop) when i said i did not have one i was told i would have to purchase one at a cost of £35.00, i asked if this would be refunded if the fault was not software and they said no, i then called tesco customer services and they say that their hands are tied as i have to deal with Toshiba directly even though i brought the laptop from tesco`s, is this right? i feel that both companies are passing the buck and not willing to help, i am not sure if i have any rights can any one help please!!!

sprob

You deal with Tesco's they are the retailers.
You would also have had a recovery disc in the box when you bought the lappy.
I assume you know that the recovery disc is not the same as a Windows OS disc, the OS is already installed on the lappy and are not shipped with it.

4743hudsonj

sprob wrote: »

You deal with Tesco's they are the retailers.
You would also have had a recovery disc in the box when you bought the lappy.
I assume you know that the recovery disc is not the same as a Windows OS disc, the OS is already installed on the lappy and are not shipped with it.

unless its got a recovery partition and the op hasnt yet burnt one?

Esqui

Either way, the OP has had opportunity to obtain a recovery disc at no charge.

What is the problem with the laptop?

markybaby

Generally Toshiba's don't have the disks in the box anymore. When you first get the laptop you are asked to burn backup disks. There is a pop up you have to close down if you don't want to do it. The message keeps coming up unless you tick the box saying 'don't remind me again'. Manufacturers will always ask you to do a recovery before taking the laptop in for repair as many faults are caused by windows crashing or registry errors or virus problems or malware or... well you get the picture. They ask this as they pay for the courier each way to collect and return the laptop and their employees to fix it. If all it needs is a software recovery they are seriously out of pocket. They are not being unhelpful, a software recovery takes about an hour which is better than being without the laptop for 2 weeks. If you chose not to burn the disks they will charge you for the cost of creating them and couriering them out. On the off chance if anyone else you know has the same machine their recovery disks will work. Hope this fills in some gaps and good luck with the lappy.

Esqui

Also, before you go looking for discs, are you able to recover from a recovery partition?
http://support.thetechguys.com/4052

fanny_may

thanks to all for the replies, the lap top switches on and the Toshiba logo comes up but it goes no further than that! and yes apparently there is a pop up asking you to create a recovery disc but my son who the lap top was for ignored it!! but it doesn't state that if you do not follow this procedure then it will cost you and your guarantee doesn't stand, but i did buy it from a tesco store can i return it there?

Zanzibar

Did you try holding F5 to get to the boot options screen? If so try Safe Mode and see if it progresses.

If no joy there get any old Windows or other bootable disk (i.e. that starts the PC up) and check does it start with that. If it doesn't then it points to a hardware issue not software one.

Esqui

fanny_may wrote: »

there is a pop up asking you to create a recovery disc but my son who the lap top was for ignored it!! but it doesn't state that if you do not follow this procedure then it will cost you

I think it's reasonable to assume that most people won't ignore it. And if they gave notice for everything that could cost you if you do or don't, there'd be a whole screen full of text!

http://www.hirensbootcd.net/ is quite useful for testing, but if you aren't particularly knowledgeable with computers, stay away as it's very easy to completely kill the computer.