Toshiba laptop and good will
One of our laptops, a Toshiba, has been having a display problem. The back light seems to be failing randomly. It is flicking bright to dim and so when it happens, it becomes useless and it is painful to the eyes. It’s working fine with an external monitor, so it most definitely the laptop’s monitor, not a software/driver problem.
Five months ago we had the same problem, and we called the shop where we bought it from. It was then fixed under the warranty. But now, the same issue is happening again, except now we are not covered by warranty.
A couple of days ago, when we called the shop, they wanted us to pay because it is no longer under warranty. OK, that’s true, but here’s my angle: if the laptop was repaired properly five months ago when it was under warranty, we shouldn’t really be getting this same problem now. I mean, back light should not need replacing only after 5 months! And the laptop is reasonably new. I don’t want to pay few hundreds bucks for something that should have been fixed 5 months ago. But even if I pay, I’m still worried that 5 months later I will get the same problem and will have to shell out more money.
So I called Toshiba support and explained my situation. I tried to give him some hints that I’m fully aware I’m not covered but that I’m hoping they will help me out on a good will basis. After all, this is a reasonably new laptop, only been used a little over a year, and that I’m only 2 months out of warranty. Unfortunately, in the end the support person still refused to help me out.
So then I escalate. I went to Toshiba support website, registered, joined the forum, and posted a polite complaint there. I wrote my situation and that I’m very disappointed at the purchase and how the support I called didn’t offer any help.
To my pleasant surprised, someone from the department of end-user complaint from Germany contacted me and offered to repair on good will basis!
Lessons learned: never give up too early 
And Toshiba, you won this customer back!
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