<p>Going through the bank isn’t going to work for us. As sympathetic as they are, any dispute had to have been within 60 days of the original charge. They suggested going with the Attorney General, so I called them. They said to definitely file an official dispute online, which we’ve done.</p>
<p>The phone number and guy’s name on the consumerist site doesn’t get through to the guy any longer. We were told he no longer works there. We did leave a message in general as it is a Toshiba number. I’m not holding my breath for a call back. I am, however, hopeful that the PA Attorney General will come through. They are supposedly quite good. Time will tell.</p>
<p>More google searching has shown this to be a well known problem with Toshiba if one changes the motherboard and/or hard drive and it’s essentially ruined the kid’s hard drive anyway since passwords are almost impossible to get.</p>
<p>The passwords on the Bios site didn’t work as this isn’t a Bios problem. It’s a security problem Toshiba puts in to supposedly protect hard drives or computers from being stolen. They need to “up” their security so that their tech depot can fix the problem when THEY cause it IMO.</p>
<p>In googling around, I haven’t found any freeware that can fix this. Apparently it is difficult if you are not the manufacturer.</p>
<p>I’ve found only one company that claims they can (most likely) reset the password without losing the data. </p>
<p>It requires removing the hard drive and being able to plug it into a desktop’s motherboard, and costs $49. I’ve never used the company so cannot say how good they are.</p>
<p>I’ve come across one other description from someone who was able to clear the password, but it involved hot-swapping the drive, which is not recommended because it can fry both the drive and the motherboard. If this last-ditch attempt interests you let me know, I’ll post a description.</p>
<p>Well, well. Toshiba did call back from the message we left. They so kindly offered to replace the hard drive for half the cost now. I won’t give them a dime.</p>
<p>They claim they never put the password on, that S had to when he loaded Windows 7. When we mentioned that Windows 7 came pre-loaded she insisted that S had to have gone into the program, and in doing so, set a password - perhaps without even knowing he had set one (how, exactly, that works she couldn’t tell us). S had already tried any and all (+ more) of “his” passwords back before he called Toshiba in Jan. S also wouldn’t have gone into his system, but that’s all beside the point. They did agree the password was triggered by their security system when they changed the motherboard (I don’t think that was ever in dispute).</p>
<p>Called S to double check all that we thought was true with the passwords and with going into the system (it is). In the end he wants his computer back as the cs folks there think they have a program that can make it work. It involves removing the hard drive, so any warranty (worthless as it is) will be void, but if the computer works and saves his info, it will have been worth it. It’s his computer and his money, so it’ll be sent out tomorrow. If nothing else, he’s been using the computer lab in his dorm for 3 months now, so what’s another month and a half?</p>
<p>Toshiba will get nothing else from us. Ever. The motherboard failed when it was less than 5 months old and whatever password on the hard drive was set up when Windows 7 was pre-loaded seems to be a bear to deal with. To get them to replace the hard drive (which shouldn’t need replacing) will cost an “uncovered by warranty” $176 + tax and you lose all your info - or you put up a fuss and they’ll reduce it to half. I don’t ever plan to deal with it again when there are better options. Who’s to say this new motherboard won’t die in another 5 months restarting the whole issue? Why take a chance when we buy computers for our next two boys or replace ours? Their warranty is worthless.</p>
<p>Anyone reading this thread can make their own judgment about how they want to spend their money. I will add a last reminder that Toshiba won’t send or receive a computer from a college address. Perhaps that is common. I don’t know. S is our oldest as a college freshman.</p>
<p>IF S is successful, I’ll update to let people know it can work. I’m not holding my breath, but it’s his choice.</p>
<p>creekland - I poked around looking for a solution to your problem as well but came up pretty dry. the only thing it seemed to confirm is that the password is written onto the drive itself so simply puttig the drive in another computer doesn’t allow one to bypass it. However, they seem to state that an “Authorized Toshiba Service Center” has the means to clear it so that means that it’s possible. Perhaps your S’s CS friends can help but I wouldn’t hold out a lot of hope for that - something like formatting the drive doesn’t clear it.</p>
<p>From your posts it seems that Toshiba admits they caused this problem so it’s ridiculous they won’t correct it. You might want to keep trying a bit longer before shipping it off to your S. You’ve already made some progress just within the last 24 hours in them offereing to charge you ‘half’. Maybe you can make further progress in the next few days. </p>
<p>On the drive password - I’ve never used it but I would have thought this was something set not at the operating system level (i.e. Windows) but at the BIOS level - before the OS is even involved. If so, what the Toshiba person stated regarding the accusation your S must have set the password on Windows 7 doesn’t make sense. This password is different than the file encryption Windows can do with the data on the drive (which is tied to the user’s logon user/password).</p>
<p>I like your attitude on this. It reminds me of when I put a photo of my Ford Exploder (the least reliable vehicle I’ve ever owned) hooked to a tow truck up in my office. I might have cost them a couple of sales when people asked me the story behind it.</p>
<ol>
<li>First of all open your BIOS setup menu.</li>
<li>Then you need to go down to the HDD password option.</li>
<li>Then you need to type your current HDD password and then need to press the Enter key.</li>
<li>Now press Enter twice at the requests for the new password and confirm new password.</li>
<li>Then you need to press END and Y, that’s it and your job is done. Now you had cleared the Toshiba hdd paasword.</li>
</ol>
<p>Obviously he doesn’t know what the existing password is, but maybe he could go in there and see what other options are. I read somewhere that they often use the same password for bios and hdd. Or, maybe he can go into bios and disable the password option. Not sure. I’m not sure what bios is in his laptop but my toshiba which is about a year and a half old uses phoenix bios. a common password for them in phoenix.</p>
<p>Why don’t you check and see if you can find a toshiba authorized service center near you and take it there in person? Maybe they will be more willing to help you.</p>
<p>I did that on my laptop and it took me right into set up and security. Maybe you could load setup defaults and see if that helps.</p>
<p>I do understand how you feel though. I have the same policy with never doing business with Sears again. That being said, I don’t expect my relatives to stop buying things from there… especially since they swear by Craftsmen.</p>
<p>Mr. Creekland here. I’m not sure I believe Toshiba with the Windows 7 line, but that is what “Karen” insisted the problem was that S caused when she offered the half price deal. This is a HDD password problem and not a bios or Windows password. I can F2 into the bios setup, no user or supervisor passwords are set but I need to enter the HDD password before I can “change” it. Keep the ideas coming and we’ll keep trying.</p>
This confirms what I said about it not being part of the Windows OS but rather the BIOS (not the BIOS PW but the HDD PW set via the BIOS) and confirms that ‘Karen’ didn’t know what she was talking about.</p>
<p>The technical talk in the past few posts is all Greek to me, but I know one thing for certain. I’ll never! buy a Toshiba product of any sort. Thanks for the warning, Creekland.</p>
<p>If the hard drive comes out via a small door in the bottom or side of the machine, it probably won’t void your warranty to switch it. just saying :)</p>
<p>PLEASE consider buying any future electronics with a credit card that gives you a FREE extended warranty. This has REALLY helped us a ton. We have used both the AmEx Costco credit card (can buy the electronic from any store) and also other credit cards that offer this as well. I have been VERY pleased with the AmEx extended warranty folks the times we have worked with them.</p>
<p>Also, if you buy electronic from Costco, you get free tech support for 90 days to 2 years, depending on the product. The warranty goes on top of this and it really is something to consider. I HIGHLY recommend exploring this, whatever brand of electronic you buy.</p>
<p>I’m sorry you are having such a bad time with the Toshiba laptop. I agree that sometimes things go better if you can show up IN PERSON. It sometimes helps to persist with someone that has more authority before you finally get what you need.</p>
<p>Good luck & let us know how things work out. How extremely frustrating! I would let the place where you purchased the computer know about all the trouble you’re having. It might affect their future purchases.</p>
<p>When I put our zip code in I find the closest place to us is down in MD about 60 miles away. Considering work and that my youngest has a track meet after school, I don’t think we can get there easily. We might be able to try calling them to see if they have suggestions.</p>
<p>This computer has already been to their Tech Depot after calling and reporting the problem to them and after being told to send it (then waiting until spring break so S could send it from home). Tech Depot came up with the first charge necessary, then sent it back unrepaired when we refused to pay their charge. Their repair was going to be replacing the hard drive. I’m not certain that any certified repair service will be able to do differently. If it were nearby, it’d be worth a shot. When it’s a fair distance and considering our schedules that are hard to modify, I’m not so certain.</p>
<p>We purchased this computer directly from Toshiba using their Toshiba Direct online site. S customized it to get the features he wanted. He did really like the computer when it worked. We wouldn’t have fussed at all had they actually fixed it both times - even with their taking a LONG time. It’s their refusing to stand behind their fix and their product that is infuriating. And then they want to charge us and say that somehow (with no realistic explanation of how) this is S’s fault.</p>
<p>The computer worked fine. One day it quit. It got sent back to Toshiba under warranty to replace the motherboard. One month later it is returned (to college) and immediately opened and tried. It now comes on, but gets stuck at a page asking for the HDD/SSD password. It never did this before it got repaired. No one on our end ever set a password - ever. Toshiba told S to send it back, but then wouldn’t accept it from a college address (which still boggles my mind). </p>
<p>He sends it back from here in early March while on spring break. Toshiba can’t, or won’t, fix it and blames it on S. They offer to replace the hard drive for $175.99 + tax. We refuse. They send it back unrepaired. We got it Monday. Since then I’ve been trying via phone with Toshiba, in person with computer folks I know, and via the internet to see if it can be salvaged without giving them any $$. I WON’T give them any $$. S would prefer being able to keep his hard drive due to things he had on it.</p>
<p>So far, we keep coming up empty except for SEVERAL admonitions that this type of non-service is “common” with Toshiba products. Toshiba is the only one who won’t say it’s common. It’s also been impossible to find e-mail addresses to the people in charge of Toshiba and people at Toshiba won’t give out names or phone numbers. I’m beginning to understand why.</p>
<p>We WILL use a better card next time. I didn’t give it a second thought this time. Live and learn.</p>
<p>creek, I’d call the place that’s 60 miles away and see what they have to say. Maybe they can give you a suggestion or something. If anything maybe you could pop down on a saturday or something. It doesn’t hurt to call. My sister dumped a drink on her Toshiba laptop and it shorted out the speakers which I am pretty sure is not covered by warranty (could be wrong on that but I don’t think warranties normally cover that). She took it to the local repair shop and they not only replaced the speakers for free but they also took it apart and blew all the dust out of it which made it run cooler as well.</p>
<p>Some places are weird about college addresses. I tried to purchase two guitars in college and the place refused to send them to me.</p>
<p>There is a site that I came across that has the answer to this situation, but it is one of those “free 30 day trial” situations, so I can see the full answer without putting in my credit card (“for after my 30 day trial”).
Here is the link: [Password</a> protected hard drive : drive, hard, password, protected](<a href=“Solved: Password protected hard drive | Experts Exchange”>Solved: Password protected hard drive | Experts Exchange)
The website is experts-exchange.com If you go to there link at the top that says “storage” for old threads, and put in “password protected hard-drive” they offer up the solution if you enter credit card info…guess you can right away stop the free trial and delete your card, after you get the answer?</p>
<p>In addition to all your complaints, I would suggest a brief review of your PA consumer protection statutes, and a review of your local small claims procedure. In MA, for example, if you send a “demand letter” alleging a violation of the consumer protection laws 90 days in advance, and then sue, you can get treble damages. Keep documentation of everything, and of any costs you incur in attempting to fix the problem.</p>
<p>Sometimes simply the threat of litigation, even small claims, is enough to get the company to do what they should have done in the first place. It’s not cost-effective for them to fight small claims actions.</p>
<p>Another thought - do you have any student insurance, such as CSI? The laptop may be covered under that insurance as well, and you can get reimbursed for expenses/replacement. It covered us when my d crushed her laptop by putting it into checked luggage (!).</p>
<p>here is another source (it too will cost; the usual places I go to to get free advice say it is impossible to remove the password if you don’t know what it is)
[HDD</a> Unlock - Overview](<a href=“http://www.hddunlock.com/]HDD”>http://www.hddunlock.com/)</p>
<p>Too late to edit my previous post, but meant to say “can’t” get the answer without credit card info, not can:-)</p>
<p>Mr. Creekland again. Karen just called from Toshiba. Guess what? After more investigating on her end she discovered that this is a known problem which has happened before so her boss said to have us just send in the computer and they will have the corporate engineers (not the repair depot) fix it for free. Of course they may be installing a new HDD so all data may be lost. “We are not responsible for data loss” was her line.</p>
<p>I did ask if I could have my local computer tech. attempt a backup and she said sure. He is going to try getting around the HDD password with his Linux system. I’ll post later on how that goes.</p>
<p>As of now she is sending a new shipping label to us here in PA and will be shipping the repaired laptop to S in GA.</p>
<p>Thanks for all the suggestions. Stay tuned…</p>