Extreme Situation- Did someone try to steal my computer?

RATEDRKO · Jun 29, 2011

I simply have every bad luck with computers. Today I called Toshiba to learn about options for upgrading or buying a computer that can play HD videos. My computer has the bare minimums but isn't having much success with many videos.

This computer was brought in September and should have a one year warranty. It was brought at Wal-Mart. I was informed by support that the warranty ended in May. I was lost and confused when I heard this. I informed support about when this computer was actually brought. Support told me to call Wal-Mart.

I called Wal-Mart and management is going to call me soon. I think someone tried to steal this computer and whatever their plans were the plans went wrong. I don't know if they're going to give me a new computer because most companies will NOT accept stolen or attempted stolen products that have been purchased.

Does anyone have any idea what may happen in this situation?

carwiz · Jun 29, 2011

Maybe it was just a return. What happened when you tried to register the PC?
I would take it up with Walmart.

RATEDRKO · Jun 29, 2011

I spoke to the tech, warranty, and sales departments at Toshiba. Their systems indicated every time that it was brought in May 2011.

It could be a return and they made an error by reselling it. I doubt it is a return because this computer does not have problems except that it has the minimum requirements to play HD videos. When I brought I had to set the initial settings like I do for any new computer.

strollin · Jun 29, 2011

I can't explain why Toshiba's system says the computer was purchased in May instead of September (maybe another computer with a similar serial number had numbers transposed during registration or something like that) but I don't see any way that the date mix up would indicate someone tried to steal the computer. How can you possibly arrive at that conclusion?

RATEDRKO · Jun 29, 2011

I was told by support that someone may had tried or did register the the computer. The only people who have that access are employes. However another possibility is that someone returned the computer and it was resold.

kado897 · Jun 30, 2011

If it was a return which was sold as new your only remedy is with Walmart not Toshiba. Do you still have the receipt?

RATEDRKO · Jun 30, 2011

I don't have the receipt. However, I do have my bank statement stating the price and that I brought it at Wal-Mart. Some stores do keep track of your information with you use a debit card like Best Buy.

Does anyone know what stores do in this type of situation?

kado897 · Jun 30, 2011

Most reputable stores should treat your situation sympathetically. i would have thought that Wallmart would be in that category. I don't know what the legal situation is where you are but in the UK the manufacturers warranty does not absolve the retailer from any rights you may have against them regarding the sale.

Hopalong X · Jun 30, 2011

Walmart should have the info on their system.
This is to keep people from trying to return items not bought at Walmart to Walmart.

Hopefully all goes well. If it takes a few hours or a day to get sorted be patient. Just in case they need to track things down.

If you still have the box it came in take it with you. It has the bar scan code which will help Walmart track it since you have no receipt.
It will speed things up dramatically.

DeaconFrost · Jun 30, 2011

That's why I advise people not to buy technology from non-tech vendors. Very often, at these large storages, a laptop will sit on the shelves for months, while it's warranty ticks away, and you have very little recourse. For computers, I usually try to get people to buy from Dell or HP Direct, or at least from a reputable store, like MicroCenter or Fry's.

I'm still not sure of the issue though, because if you showed proof of purchase to Toshiba, and you didn't buy it as a return or refurb, they should honor the warranty.

The Howling Wolves · Jun 30, 2011

Got my laptop from Sam's Club. It had an Orange label on it showing it was a returned.
Spoke with Manager and got a 3 year warranty( free) on it plus it had 6 months to go on HP warranty.
I think my case was an exceptional one as Mike(Hopalong X) will testify. But my point is when dealing with retailers have your guns loaded. Proof of Purchase receipt, keep bar coded label from the box and speak directly with the Store Manager as I did.
THW

RATEDRKO · Jun 30, 2011

I'm glad things worked out for you.

My case is a bit different because they sold the Lab top as new and unused. I doubt Toshiba or any professional would accept a product's warranty if it has been returned and falsely labeled as a brand new lab top. They also mention someone may had tried to steal it, and no company accepts warranty for any product that was stolen or attempted to be stolen to this extent from a store.

carwiz · Jun 30, 2011

Did you get a response from Toshiba via email? If so, print it out and take it with you to Walmart. If not, try to get something in writing. Send them an email stating you want to confirm their position about the laptop and state the facts. If/when they respond, print that one out.

Include the serial number! A UPC label means nothing. It's just a product number.

Hopalong X · Jun 30, 2011

UPC includes the serial number which has to be scanned at checkout at Walmart.
Serial number is scanned into the system from the UPC code scanner at check out.

Walmart should now exact date it was sold with that info when scanned- if he has the box.

If not will need serial number on lappy which may take longer to run down but very possible and probable.

If he paid by check, debit or CC card there will be further records of the transaction.

RATEDRKO · Jun 30, 2011

I paid with my debit card, and I still have the box. However, just in case I will call Toshiba when the warranty office is open tomorrow morning and ask for information in writing.

The Howling Wolves · Jun 30, 2011

Now you have proof of purchase!
Make copies of your debit card and bar code that's on the box and head to Wally Mart and see store manager.
Take pictures of laptop that has Manufactures info (usually on bottom of Lappy) along with you and demand customer satisfaction. We have a local TV channel that resolves issues like this and retailers cringe when threaten of getting resolution by bad advertisement from this station.

Seems to get their attention when this method is presented by the consumer...
Best of luck!
THW

Hopalong X · Jun 30, 2011

Then you should not have a problem with Walmart. Take the box, debit card and the laptop.

It was probably bought, taken home then registered at Toshiba on line then they returned it to Walmart.

Explain the laptop is broken and Toshibaa will not honor the warranty because of their mistake.
Worse that can happen is a refund. Best a better replacement exchange.
Get all your files off just in case they swap it out for you.

If the manager can't or won't do anything tell them you want to talk to the District Manager.
Might need a higher up approval but it is on them to fix the problem.

RATEDRKO · Jun 30, 2011

I just checked Wal-Mart.com. They no longer carry the same lab top online. There is a chance that this lab top is not available at the store as well. It looks like they are going to have to give me a lab top with the same or better features.

The Howling Wolves · Jun 30, 2011

RATEDRKO said:
I just checked Wal-Mart.com. They no longer carry the same lab top online. There is a chance that this lab top is not available at the store as well. It looks like they are going to have to give me a lab top with the same or better features.

That's great news.....Let us know what your new toy is!

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