OT" WOW! Unbelievable Toshiba Customer Support

craftech wrote on 11/5/2008, 4:18 PM
Today I went to the mailbox and opened an envelope from Toshiba. In it was a firmware update disc for my first generation Toshiba HD-A1 HD DVD player. I didn't even request it.
Nor did I even realize that Toshiba has still been working on solutions and updates for all their HD DVD player models despite the fact that they are all discontinued and HD DVD lost to Blu-Ray. That's incredible customer service.

In sharp contrast, if I want a firmware update for my $7000 PMW-EX1 camera it means 4 weeks downtime and a labor fee of considerably more than $100 in the US and Canada for the firmware update unless I use a "leaked copy" of the firmware.

Thank you Toshiba for not forgetting my obsolete HD-A1. That's the kind of customer support people really appreciate.

John

Comments

JJKizak wrote on 11/5/2008, 4:23 PM
I just recently received my Toshiba firmware update disc (4.0) for my HD-35 player and installed it. It installed slicker than camel snot on a doorknob. Took 25 minutes.
JJK
craftech wrote on 11/5/2008, 4:46 PM
Did it improve anything noticeable JJ? They sent me firmware 4.0 as well. Right now I am still running 2.0 which seems fine.

John
farss wrote on 11/5/2008, 4:54 PM
Send your EX1 in.
Mine came back with a new side and rear panels, 3 PCB assemblies replaced, a new lens and latest firmware installed. All for free. I've also heard they're now replacing the strap. Might send mine back for a strap replacement, it is a bit slow bootstrapping itself :)

That was from Sony AU who are doing a good job of looking after us EX1/3 owners. They do take a bit of provoking to get upto date with what's happening though.

Bob.
craftech wrote on 11/5/2008, 5:03 PM
Send your EX1 in.
Mine came back with a new side and rear panels, 3 PCB assemblies replaced, a new lens and latest firmware installed. All for free. I've also heard they're now replacing the strap. Might send mine back for a strap replacement, it is a bit slow bootstrapping itself :)

That was from Sony AU who are doing a good job of looking after us EX1/3 owners. They do take a bit of provoking to get upto date with what's happening though.

Bob.
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I already updated the firmware myself. The other stuff can wait I guess. They also don't charge you for a firmware update in Australia. I have never heard of such a thing myself.

John
TLF wrote on 11/5/2008, 11:26 PM
Given how cr*p their laptops are, the least I would expect Toshiba to do is fix the problems with them.

Two customers with two dead laptops. Any support from Toshiba...? Not in Europe.

Humbug!
JJKizak wrote on 11/6/2008, 5:51 AM
Craftech:
According to Googling a test sight (toshiba 4.0 firmware) evaluation they said it improved the playback, corrected playback on some other things which I forgot, and decreased the bootup time. I usually check online to see if anyone had any trouble and there was none. Although mine strictly stated it was for the HD-35 only. The DVD playback on this thing is outstanding as the title text is as good as Bluray/HD
JJK
apit34356 wrote on 11/6/2008, 10:42 AM
Well, it doesn't get any better in the US concerning Toshiba's Qosmio laptops, either, ;-( I'm looking at (my wife's ) one now, drive failure, 34 days old( she though it look "cute").... sad. I know about 3 other college or young professionals that are experiencing similar problems with their Qosmio s too. Have no direct proof, but I think last month's MS update played into these failures because about a week after, these laptops seem to start failing with drive or partition failures or missing parts of the operating system. Probably MS patches doesn't play well Toshiba's junksoftware, ;-) Toshiba response is "ship it with your credit card number and we will get back to you!", so much for the 1yr warranty. My response to my wife was, "dear, I love you, so lets find you a prettier one that reflects your style and it also works too when you need it." ;-)

I should add that this how my wife ended up with Nikon line, the Canon's failure rate was just too high for her. I like both, and choose based on "conditions", trying to use the best given tool when possible.
JRZ wrote on 11/13/2008, 2:20 PM
I've gotten 3 update discs so far for my A-30...Wish they would disable the prohibition for upconverting std def discs if copy protection is present though...Not that I wnat to make illegal copies, I'd just like to see my DVD's upconverted w/o having to re-burn them aftre removing the CSS system...
bigrock wrote on 11/13/2008, 5:56 PM
They are keeping up the service cause after BluRay dies after Christmasa there is nothing stopping them from reviving it. It's still the superior technology, and BluRay is not getting the uptake they thought, less than 4% of sales. The crap in the bargin bin at Walmart sells more than BluRay.
GaryAshorn wrote on 11/13/2008, 6:39 PM
Well, I am guessing I should send in my HD-A30 registration or check and do it online. It works well but I guess I should be keeping it current. I am ordering a Samsung BD-UP5000 to replace it and put the A30 up to make sure I have a good HD player for my HD disks and use the Samsung for both the HD and Bluray.

Gary
craftech wrote on 11/14/2008, 2:51 AM
Well, I am guessing I should send in my HD-A30 registration or check and do it online. It works well but I guess I should be keeping it current. I am ordering a Samsung BD-UP5000 to replace it and put the A30 up to make sure I have a good HD player for my HD disks and use the Samsung for both the HD and Bluray.
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Although I admire Toshiba for their loyalty to their HD DVD customers, clearly some firmware were better than others. Check The AVS HD DVD player forum for the thread about the firmware for the A30 and see which firmware was the most trouble free with the best overall improvements. You may already have it.

Also,

Since SD DVD is the future, you may want to see which player upconverts SD discs the best. It may very well be the A30 over the Blu-Ray player. Read the threads on that forum for the answer. To my eyes and the eyes of the other visitors to my Home Theater, our A1 upconverts better than our PS3 (and we show a lot of SD DVDs).

John
Laurence wrote on 11/14/2008, 4:10 AM
My PS3 upconverts macrovision protected SD DVDs to it's video component outs. My Toshiba HD DVD player will only uprez non-macrovision protected SD DVDs over component. Kind of a pain since my older model CRT HD TV only has component ins.
GaryAshorn wrote on 11/16/2008, 7:34 PM
John,

Good point on the up conversion of the A30 over others. Reason to do what I am wanting is to SAVE an HD HiDef player for my HD DVD collection for when the one I am getting finally dies. I will alway be able to get another Blue Ray but another HD will be harder. though I still can buy a good 8-track. Just did last year. Anyway, good point.

Gary