The False Ducks Blahg

     Let me start off this blahg by saying something positive.  I own an Epson Stylus NX515 wireless printer.  It hasn’t given me a lick of problems.  I owned a previous Epson printer before this and I liked that printer too.  The only reason I upgraded to the NX515 was for the convenience of wireless printing and the fact that this printer was on sale for half the retail price.  I am giving these accolades to this printer because I’m impressed with the quality of Epson products thus far.  I haven’t had cause to call their technical support and having been a troubleshooter of Hewlett Packard printers, I can tell you that if a model is good then there won’t be many support calls.  There’s the positive for today.  Pleasantries are now set aside. 

     For those of you who read my blahg from two weeks ago “SHAME ON YOU TOSHIBA, EXCEPT AL…MAYBE” then you are aware that I was left hanging by Toshiba in regards to my Blu-Ray Player BDX2155KC.  The last conversation I detailed in that blahg was with a Case Manager named “Al” who promised to send me an upgrade of a BDX2300 and that I am to return the defective BDX2155KC in the BDX2300 box with an affixed return label that he would email to me.  That conversation was on April 27th.  

     Jump ahead to May 8th.  At around 6pm Al from Toshiba calls me.  He’s inquiring about the return label that was to be sent me by email and whether I had received it.  I had not.  It’s been a week and a half since our last conversation and there had been no follow-up calls or emails.  He does not mention anything about the replacement BDX2300.  I ask him if he received my fax of the receipt showing that my BDX2155KC was purchased on December 26th, 2011 and should still be in warranty.  Al is not sure if he has received that fax.  He will check his documents and will call me back.  NOTE: THIS IS THE LAST TIME I HAVE A CONVERSATION WITH AL…MORE TO FOLLOW. 

     On May 15th, I received an automated email from Toshiba directing me to a website to print off my return label.  The return label will only be available to me for 30 days.  I check out the link and it is a printable return label for UPS.  Clearly, I’m to print this off and attach it to a box and call UPS for pick up.  Again, it is an automated email and there is no mention of the BDX2300.  The original instructions from Al were that I was to attach the return label to the box of the BDX2300 and return it with the BDX2155KC inside.  I have a return label and no box and no BDX2300. 

     The following is a timeline of what has happened since receiving the return label by email on May 15th:

     May 16th, 6:15pm:  I speak to Victor, a front line agent and provide my case number.  I recognize the voice.  This is the same Victor who was rude to me before when we spoke on April 27th and told me that he only troubleshoots issues for customers from the United States.  He does not say that this time.  He was either lying last time or he’s been transferred.  I don’t get into that with him.  I explain that my last conversation with Case Manager Al on April 27th leaves me waiting for the BDX2300.  When I receive the BDX2300 I will remove it and place the BDX2155KC in the box, attach the return label, and will ship it back to Toshiba.  I also explain I have the return label now but I’m still waiting on the BDX2300.  Victor tells me that Toshiba’s policy is that I must return the BDX2155KC first before they can ship me the replacement BDX2300.  I tell Victor that I was told by Al that the BDX2300 was to come first and then I would ship back the BDX2155KC.  I am placed on hold at 6:21. 

     6:24pm:  Victor is back.  He tells me there is no record in Al’s notes or my file that I was told the replacement BDX2300 would be sent to me first.  I tell him that I made notes and that’s what I was told by Al.  Back on hold at 6:27 while he consults someone. 

     6:36pm:  Back with Victor again.  Explains that the policy has recently changed and they want the defective unit back first.  I am adamant that I will not return the BDX2155KC first. That will leave me without a Blu-Ray player and at the mercy of Toshiba trying to get anything from them.  Given their track record of not returning phone calls would I honestly trust that they would return me a Blu-Ray player?  Victor is insistent on the new policy.  I am insistent as well.  I demand to speak to a Supervisor.  Victor doesn’t want to get me a Supervisor and says I will be told the same thing by the Supervisor.  I demand to be transferred to a Case Manager. Victor tells me that because it’s already 6:40pm, he cannot transfer me to the Case Manager department because everyone in that department has left for the day.  Their hours are only 8 to 5.  Funny, the last time I talked to Al, on May 8th, it was near 6pm.  I accept my fate and agree to call back the next day during the appropriate hours. 

     New day.  It’s now May 17th.  Here’s what transpired: 

     9:15am:  I speak with a pleasant female named Bless (I asked for the spelling).  I explained what Al told me about receiving the BDX2300 and then returning the BDX2155KC.  I also tell her what Victor told me about returning the BDX2155KC first before I can receive the BDX2300.  She is very sympathetic and says it was obvious that I was told something different by Case Manager Al.  She places me on hold to see if she can reach Al.  I’m on hold at 9:22. 

     9:25am:  Back with Bless.  Al is on the telephone with another customer and he will call me back within the day.  I provide my cell phone number in case they cannot reach me on my house phone.  I do have a life and have to go out of the house sometimes.  Bless assures me that Al will call me back “within the day” (her words).  I’m off the call at 9:27.  Al does not call me back within the day.  No one from Toshiba calls me back.  Surprise! 

     Day 3 this week.  It’s now May 18th.  Still no call from Al.  Here we go again:

     11:20am:  New agent, Chris.  I explain to him that I’ve been calling for two days for Al.  I want to speak to Al.  I’m placed on hold at 11:22. 

     11:26am:  Chris comes back and cites the recently changed policy.  He insists that I have to return the BDX2155KC first.  I insist on speaking to Al.  I don’t want to go through this again with another front line agent.  Placed on hold at 11:28.

     11:30am:  I get Karl.  I’ve spoken to this person before but this time he says he’s a Supervisor.  Last time he was a front line agent.  They get promoted or transferred a lot at Toshiba.  Karl is not clear what “Mr. Al Cameron” told me as it is not in the notes.  This is the first time that I’m given Al’s last name.  Karl says the policy has changed but because I tell him something different was told to me by Al then I will have to clarify this with Al.  That’s what I’ve been trying to do!  I am placed on hold at 11:36 while Karl tries to transfer me to Al. 

     11:40am:  Karl comes back and says Al is currently not available as he’s dealing with some other issues.  He promises me that Al will call me back.  I don’t press it but I’m not hopeful for the callback.  O Al, Where Art Thou? 

     11:58am:  Someone named Mike from Toshiba calls me back.  He says he is a Case Manager and he’s going to handle my case because Al is on holidays.  I tell him that he needs to get his story straight because I’ve now been told by three different people, three different stories about the whereabouts of Al.  It’s the Friday of a long weekend and maybe Al has left early.  I don’t ask this but I’m suspicious.  Mike takes the hardline and spouts policy and says I have to return the BDX2155KC first.  He also says there are no notes from Al saying he will send the BDX2300 to me first and then the BDX2155KC will be returned.  I am defiant.  I make it clear that Toshiba has terrible customer service and that it has now been six weeks since I started calling and this issue is unresolved.  I tell him that I don’t trust that I will get the BDX2300 because Toshiba has lied to me about callbacks and the whereabouts of Al so I’m not budging.  I also told him I’ve been told more than once the BDX2155KC was out of warranty when it clearly is not and that at one point, I was told they had already replaced the unit when they have not.  Mike says there is a record of the replacement but that it was sent to another customer.  Some cases got mixed up and that’s why I was told the BDX2155KC was already replaced.  I am livid.  It is clear that nothing good will come of this.  I offer up a concession.  I promise to return the BDX2155KC first but I want Toshiba to send me an empty box first with a tracking number for the empty box.  When I receive the empty box then I’ll attach the return label and send back the BDX2155KC.  I will expect a callback when they have received the BDX2155KC with a tracking number for the replacement BDX2300.  Mike agrees.  He also offers to provide a full one year warranty on the replacement rather than transferring the remaining balance of the warranty over from the BDX2155KC.  He also provides me with this direct phone number and extension.  I’m off the call at 12:06. 

     6:45pm:  Mike calls me back.  I thought Case Manager’s only worked until 5?  Hmmm!?  Anyway, Mike tells me the empty box has been shipped and provides me with a tracking number for the box.  He explains that there will be a return label inside and that I’m to box up the BDX2155KC with the manual and remote and return it to Toshiba.  

     On Tuesday, May 22nd, UPS delivers me an empty box.  Monday was a holiday so it came on Tuesday.   I package up the BDX2155KC for return and slap on the return label that was included.  I take it to the UPS store on Wednesday May 23rd to have it shipped out.  It’s a good thing Toshiba is paying the shipping costs on this or I’d have forgotten the whole thing and just kept the defective BDX2155KC.  The man at the UPS store is pleasant and I joke with him.  I tell him I have special instructions for the delivery.  “Find the President of Toshiba and ram it down his throat.”  The UPS store man doesn’t know whether to laugh but he does.  That’s the last I see of the BDX2155KC.

     I was going to end this blahg with the line “this story yet to be concluded” but something happened yesterday that I think is worth mentioning.  I’ve been going on and on about this poor experience with Toshiba and their terrible Customer Service.  I want to now relate to you how Customer Service should work. 

     Yesterday, in my many errands, I went to the local Walmart to purchase some liquid chlorine to shock my above ground pool for the season.  I picked up two jugs and because I hadn’t grabbed a cart, I was leaning the jugs against my shirt front.  I was wearing a plain navy blue t-shirt and I noticed that there was now a pink ring along the front of the shirt.  One of the bottles of liquid chlorine had leaked and discolored my shirt.  I put back the leaky bottle and grabbed another one.  I wanted to report this but couldn’t find a Walmart representative.  I grabbed a cart and placed the two jugs inside while I went to the men’s department to buy a new shirt.  I found another plain navy blue shirt for $7 and headed off to the cashier.  I mentioned to the cashier about the leaky bottle and that someone should check on that.  I showed her the discolored ring on my shirt.  She told me I should report this to Customer Service because they would probably reimburse me for the shirt I just bought. 

     I went to the Walmart Customer Service and explained the situation and the Cashier had suggested I should receive a refund for my new shirt.  The lady at Customer Service said she’d have to check it with the Day Manager.  She paged the Day Manager and a couple minutes later a nice gentleman came over and heard my story.  He said he would authorize the reimbursement and furthermore they would give me a $20 gift card for my troubles.  I said this wasn’t necessary but he put his arm around me and said it was necessary because he wanted me to be a happy customer.  Boy was I surprised!  People can say many disparaging things about Walmart but their Customer Service is a model of how to take care of the customer.  Toshiba take note! 

     Oh, by the way, I changed into the new shirt and it fit perfectly.  Unfortunately I wore it when I emptied the contents of the bottles of liquid chlorine into my pool.  Some of the chlorine splashed onto my new shirt and I now have serveral pink dots on my new navy blue shirt.  Oh well, it was free and I have a gift card and can by a two or three more.  Lesson learned.

     I wanted to call this blahg “Toshiba Sucks” or “Toshiba–To Hell In A Handbasket”.  It wasn’t that I thought my readers (do I have readers?) would not get the play on words on that last one but rather that I want to give Toshiba some more time to resolve this issue or more rope with which to hang themselves.  After all, it’s not my reputation on line here, it’s the good name of Toshiba that’s at stake. 

     Before I get too far ahead with this blahg, let me clarify that I’m not a pessimist.  The glass is neither half full or half empty with me; it’s a glass and that means it can be broken and someone can be injured.  I know that in previous blahgs that I’ve been quick to point blame or fault where it is due.  In the past I’ve blamed David Letterman for breaking my cookie and cell phone users for ruining my movie going experience.  To my own defense, I have also given praise where it is due.  I’ve given accolades to Frank Sinatra, Jerry Lewis, and Margaret Ann & The Ja-Da Quartet.  I’ve also praised Whirpool for my new washing machine.  If you are scratching your head at this point then it’s because you haven’t read my previous blahgs.  Do yourself a favor and look back through my archives.  There’s some fun reading there.  All that aside, I can compliment just as easily as condemn.  I wanted to make sure that was straight before I began my latest tirade. 

     Back in December, on Boxing Day to be precise, I bought a new Blu-Ray Player.  I’m not an overly big fan of Blu-Ray and there’s been a great deal of material released on Blu-Ray that is sub-standard.  The only reason I made the investment was there are some new materials being released with bonus material or special features that I cannot access on a regular DVD.  This purchase is actually the second Blu-Ray player that has come into our home.  The first was an inexpensive Seiki player BD660 that I purchased from Walmart.  My son had been bugging me about getting one and when this one came on sale at Walmart for about $50, I made the purchase and made him happy.  He quickly claimed it for his room and occasionally it was allowed to make an appearance in the living-room when he wanted to watch something on the big screen.  It really didn’t matter because I hadn’t begun to purchase that many Blu-Ray discs and if I had something, then Noah was gracious enough to lend me back the Seiki that I had paid for. 

     The Seiki served its purpose until I began to acquire more Blu-Ray discs and the player begand to spend more time downstairs and Noah began to spend more time complaining about the situation.  So, to get back to the story, I purchased a new Blu-Ray player for our main room.  The source, which used to be Radio Shack, had a sale on the Toshiba Blu-Ray Player BDX2155KC. 
It looked liked a decent player and it certainly was a decent price.  I enjoyed the player right away because it had a feature that I really wanted in a player.  If you take a close look at the back of this Toshiba Player then you will see that there is a USB port where you can connect a USB Flash Drive.  This is very important because it allows me to play content that I have downloaded from the Internet. 

     I don’t want to get into the legality or illegality of downloaded content.  I have discussed this all before in my blahg, “The Death of A Big One”.  I detailed how I have had to download current TV shows because I live in the country and get 4 channels.  Not all current shows air on any of those channels.  One of my new favorites,”Smash”, about the struggle to put on a Broadway musical about Marilyn Monroe, has started airing on CTV2 after first airing on CTV.  CTV is one of the 4 channels I do get and when they switched “Smash” to CTV2 then I had to start downloading the new episodes.  Shame on you CTV and CTV2 and your parent companies…but that’s another story.  I download some new shows like “Smash” & “Psych” and some older classic movies that have never been released on DVD.  

     The important thing to understand about downloading video content from the Internet is that the content can come in different formats.  There is the standard AVI or DivX format that most regular DVD Players can play and then there are the MP4, MKV, WMA, MPEG formats that regular DVD players cannot display.  If you don’t understand these formats then research them because I don’t have the time nor inclination to do that in this blahg.  My new Toshiba Player has the ability to play all of these formats.  All I need to do is put the downloaded content on my USB Flash Drive, plug the Drive into the back of the Toshiba and then we’re away to the races…or the movies in this case. 

     That’s how it’s supposed to work.  I have a normal DVD Player with a USB Port in the front and if just want to watch a TV show or movie in AVI format then I can just use the USB Thumb Drive in this player and watch the content.  When it’s any of the other formats, mentioned above, then I have to use my Toshiba.  Let me be clear that the Toshiba has no problems playing any of the content in those formats.  The problem is that if the show or movie is longer than 30 minutes then the Toshiba shuts down.  It powers off right at the 30 minute mark.  That’s a pain.  Imagine trying to watch an hour or longer show or a movie and, just when things get interesting, the Toshiba turns itself off.  Here’s my description of that feeling/experience:  arrrrrrrrrgggggggggghhhhhhhhh!  Do I make myself clear? 

     I knew that this wasn’t normal.  I can play a DVD or Blu-Ray disc in the Toshiba without a problem.  The movie or show on the disc will play from beginning to end without interruption.  Use the USB and the Toshiba shuts down after 30 minutes.  I checked through the manual and the only thing that I could find that applied to this problem was a note in the section about Screen Saver Duration:  “The unit shuts down automatically in about thirty minutes if it remains idle and no activities are made.”  I checked the on screen menu settings and the maximum time at which you can set the screen saver is 30 minutes.  There is also the option to disable the screen saver.  This does nothing.  With the screen saver disabled, the Toshiba still shuts down after 30 minutes when playing content from a USB Drive.  The only way that I discovered to avoid the shutdown is to pause the show or movie before 30 minutes and then resume play.  If the show is one hour then I only have to pause it once but if it’s a two hour movie then I have to pause the Toshiba three or more times.  Again, certainly not a normal procedure for a Blu-Ray player.  

     I struggled with this problem for a few months.  I tried searching the Internet for a solution but to no avail.  I was resolved that the Toshiba was not functioning properly.  Finally, when I had some time, on April 4th, I telephoned Toshiba support for the first time.  I wish I had had the foresight to record all of these conversations or to document the names of all of the people I spoke to at Toshiba.  The first time I called, I spoke to someone who didn’t really understand what I was trying to tell him.  I’m sure it was a language issue because Toshiba has clearly outsourced their technical support as everyone I spoke to subsequently, with the exception of Al (who will come up again later), had a foreign accent.  I’m not knocking that.  I worked for Hewelett Packard for a while troubleshooting their printers and some of their technical support was outsourced to India and The Philippines.  There were many great technicians in those countries handling complex issues.  The problem lies with Toshiba, in this case, in making sure their agents are qualified or well-trained in technical troubleshooting and appropriate customer service. 

     The first agent, as I said, had a hard time grasping the technical problem I was having with his company’s product.  He put me on hold three or four times to check with his supports and each time he came back he would reiterate my problem but he would keep saying that my problem was that the Blu-Ray player would shut down after 30 minutes whether I played Blu-Ray discs or USB content.  I kept having to clarify that the problem was only with the USB content.  After the last time he had put me on hold, he came back and told me that they had determined that this Toshiba Player was malfunctioning and that they would need to replace it.  They had all of my contact information and the serial number of the Player and there was no conversation about the Warranty.  I never questioned the Warranty anyway because the manual clearly stated there was a full one year Warranty on the unit.  The agent explained that I would receive an email detailing how they would be replacing the BDX2155KC.  That was the end of the conversation I had with that agent other than that he provided me with a reference number. 

     More than a week passed and I received no emails from Toshiba.  On April 13th, I phoned Toshiba once more and had to explain everything all over again to a new agent.  When you first speak to these agents, they want the serial number of the Player to determine if the product is still in Warranty.  This was the same procedure we used at Hewlett Packard.  I learned early on however to just quote my reference number so they could quickly pull up my file.  With this second agent, I did have to explain the problem again and to explain that a previous agent had told me the unit would be replaced but I had not received an email communicating any of the necessary details.  It was clear that the first agent had not put any of this in his notes because the second agent could find no reference to a replacement.  He put me on hold to speak to his Supervisor and then came back and told me they couldn’t help me because my Player was out of Warranty.  I explained that I had only purchased it at the end of December and with a full one year warranty, the unit could not be out of Warranty.  I had even gone online and registered the Blu-Ray player shortly after purchasing it.  Why didn’t they have a record of this?  Surely, they could look up the manual themselves and see what I could see about the Warranty: 

There was not question in my mind about the Warranty. 

     The agent had to put me on hold a few times as he tried to update the Warranty.  I offered to fax or email a copy of the receipt from The Source but he told me it was not necessary.  Finally, after numerous times of putting me on hold, he told me he was escalating my case to a Supervisor and that I would receive a callback to resolve this issue.  I should have started balking at this point but I didn’t have any reason to suspect I would not receive a return call from someone higher up at Toshiba. 

     Jump ahead a week.  It’s now April 20th and no one has called me back and still no emails and still the Player is shutting down after thirty minutes when playing content from the USB Drive.  Again, I get a new agent and have to provide the case number and I have to detail the problem again and the previous conversations with previous agents.  This new agent does not question the Warranty so I assume the Warranty issue has been resolved.  This time I’m only on hold once before he comes back and says he will be escalating me to a Supervisor and that I’m to hold the line for the Supervisor.  While transferring me to the Supervisor, the call disconnects.  I wait an hour and no one calls me back.  I call again and get yet another agent and provide my reference number and a back story detailing my issues with the Blu-Ray Player and my issues with all of the previous agents.  I am immediately connected to a Supervisor and the call does not disconnect.  I have to provide all details and history again to this Supervisor.  I am told by this Supervisor that his records indicate that they have already replaced this unit.  What!?  Previous agents couldn’t find anything in the notes about a promise to replace the Player yet this Supervisor tells me they have a record that they have already replaced the BDX2155KC.  I am very insistent that the unit has not been replaced and that I’m very disappointed with the customer service that I have received to this point.  The Supervisor apologizes, like every agent before him has apologized, and promises that he will get this resolved by escalating my case to Customer Service.   Again I’m assured a callback.  Again, the callback never comes. 

     April 27th, a week later, three weeks since I started calling Toshiba, I place a call to Toshiba and get yet another Agent who is unfamiliar with my case.  This time, I begin recording times, names, and what I’m being told.  Here’s the timeline from April 27th: 

     1:15pm:  I speak to Phil and provide my case number, explain the problem with Player, detail my frustration with Toshiba and the lack of support I have received to date.  I ask for a Supervisor.  Phil says it will be a ten minute wait on hold for a Supervisor.  I am placed on hold at 1:30pm. 

     1:55pm:  Someone named Victor comes on the line.  I ask if he is a Supervisor.  He explains that he is not a Supervisor and it becomes apparent that after 25 minutes on hold I was routed back to another front line technical support agent.  I provide the case number and case history so he doesn’t have to read through all of the notes.  Victor explains that he only troubleshoots issues and customers from the United States and that because I am in Canada, he cannot help me.  I request a Supervisor.  Victor becomes belligerent and says I cannot speak to a Supervisor because he does not provide support to Canadian customers.  I become belligerent and complain about the poor support and service I have received from Toshiba.  Victor does not apologize but maintains he cannot help me because I am Canadian.  I demand his employee #.  He tells me his ID # is 1326932.  I have requested this number because I want to report this agent and make sure he is properly trained in Customer Service etiquette.  I then demand to be transferred to someone who can help me. 

     2:06pm:  I am transferred yet again to a front line agent but this time to someone who services Canadians.  His name is Karl.  Again I offer up the reference number and case history and overall dissatisfaction with Toshiba.  I also explain the inappropriateness of Victor, the US only support agent and that I would be happy to provide his ID #.  Apparently this is not necessary.  I don’t push the Victor issue.  I ask for a Supervisor.  Karl tries to be helpful and wants to troubleshoot the original issue about the unit shutting down after 30 minutes.  I thought this might be useful because no one else had tried to do that since the first agent back on April 4th.  Karl does not place me on hold but his answers are not helpful and are not correct.  He explains that the BDX2155KC does not support playback of any video file formats other than MPEG files.  I read to him from the manual: 

Again, I fail to understand why Toshiba agents do not have access to the same information as I.  It’s in the manual.  Nowhere in the manual does it say that MPEG files are the only supported USB content for video files.  I thank Karl for trying and request a Supervisor.  I am placed on hold again. 

     2:23pm:  I have been on the phone for more than an hour and have spoken to three different people and been transferred three times.  A female voice comes on the line this time.  Her name is Karen.  I explain all problems and frustrations.  Again, I receive apologies.  She explains she is escalating my case to a Case Manager.  I know about Case Managers.  We had them with Hewlett Packard.  When a Supervisor cannot resolve a case then it is escalated to a Case Manager.  I am asked to hold the line.  Here we go again. 

     2:37pm:  It’s the old waiting game.  New voice.  Another man.  This person identifies himself as Al and that he is a Case Manager.  This is the first time I’ve spoken to someone without an accent.  Again, not an issue.  I detail everything to Al.  I don’t press the Victor issue.  Again, I receive an apology.  I’m a little snippy with Al and tell him that apologies don’t mean anything if the same things keep happening again.  I ask him if this is how customer service is supposed to be.  He says “no”.  I tell him that’s the correct answer.  Al asks if he can call me back in ten minutes because he has to review the manual and find out why the unit is shutting down after thirty minutes.  I refuse the callback.  I explain that Toshiba’s track record with callbacks is very poor and I’m not going through that again.  Al says he has to have time to review the manual.  I ask him what does he need to know because I have the manual in front of me.  I cite passages about the screen saver and the shutdown feature.  I explain about supported content and tell him where he can find it in the manual.  He still presses for the callback because he needs to investigate this himself.  I concede.  He promises me it will only be ten minutes.  I’m off the phone with Al at 2:47pm. 

     3:12pm:  Al calls me back.  It’s been 25 minutes.  Another promise not kept.  Al explains that he can find no reason to explain why the unit is shutting down during USB content playback.  He says that Toshiba will replace my BDX2155KC with a newer BDX2300. 
Again, a promise of replacement. Al says that he doesn’t currently have any of the BDX2300s at his location in Toronto and would I wait for them to be shipped to Toronto from Vancouver.  This is the first time I realize I’m speaking to another Canadian.  I tell him that I can wait.  I’ve waited this long.  I’m off the phone with Al by 3:17.  I think that I’ve finally reached a resolution. 

     3:25pm:  Al calls me back.  Will wonders never cease?  Two callbacks from this guy and only one was expected.  Bad news.  Al says that they cannot send me a replacement because my BDX2155KC is out of warranty.  I wanted to blast Al about this but he’s been nice up to this point.  I explain to Al that I had already gone through all of this before and my receipt shows I purchased it on December 26th, 2011 and the manual says I have a full one year warranty.  He asks if anyone had asked me to fax a copy of the receipt.  I tell him no, but that I offered and was told that it wasn’t necessary.  Cut to the chase.  Al asks me to fax a copy of my receipt to him and he will update the Warranty.  He also promises to send the BDX2300 directly to me from Vancouver by UPS rather than having to wait for it to arrive in Toronto and then relayed on to me.  I get off the phone, fax the receipt to Al, and that’s the last I hear from anyone with Toshiba.

     It hasn’t been a week yet but I’ve heard nothing from Al or Toshiba.  I’m assuming everything is fine and the Warranty has been updated and I will soon receive the BDX2300.  Stay tuned.