Flashing BIOS, does it void my warranty?

By stezo2k
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Grand Master

stezo2k

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Hi guys, i recently upgraded the BIOS on my toshiba laptop which failed for no apparent reason. It looks like theres no recovery mode on my laptop so its pretty much a doorstop

Anyway I rang up toshiba and they said my warranty has been voided because ive flashed the BIOS, surely they wouldnt put the BIOS files on the site if flashing voids the warranty?

Should I still have a warranty?

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+KibosJ Subscriber²

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It should still be under warranty, the BIOS file is hosted on their website. You are only supposed to flash the BIOS if you are experiencing certain problems though.

Just call them back and tell them it is dead and don't mention anything about the BIOS.

Grand Master

stezo2k

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Absolutely, they asked for the model number and the motherboard variation before they let me download the files and i double checked before i did it

toshiba support said i shouldnt of flashed it but the websites pretty much for it saying it increases functionality and doesnt have a warning

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+KibosJ Subscriber²

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Absolutely, they asked for the model number and the motherboard variation before they let me download the files and i double checked before i did it

toshiba support said i shouldnt of flashed it but the websites pretty much for it saying it increases functionality and doesnt have a warning

Then your laptop is still covered, Toshiba have a nice habit of blaming their users and getting out of warranty repairs.

Just ring them back and book it in :) Or book it in for repair online.

What number did you call?

Grand Master

stezo2k

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Just call them back and tell them it is dead and don't mention anything about the BIOS.

The thing is i'm sure they have a record of me so they'll know. I can give it a try though. I thought i'd seek advice before ringing again

Edit: The number I rang is: 01932 841600

Is there another one i can try? I may try online if it works

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+KibosJ Subscriber²

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The thing is i'm sure they have a record of me so they'll know. I can give it a try though. I thought i'd seek advice before ringing again

They will have a record, whether he noted that you flashed the BIOS or not is the question. They can only say no to you and then you argue with them.

Where did you buy it from? Just lie and tell them you were advised to flash the BIOS :p

--EDIT-- I have another number here but I'm not sure whether it still works.

(08702) 202202

That number puts you through to Teleplan who should have access to all the details that Toshiba do, they are the people who repair Toshiba's warranty laptops

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+KibosJ Subscriber²

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I was going to apply online but in bold it says they will charge me if found to be users fault, i'm gunna try that other number next

Cheers for your help Iakobos, that should help greatly :) i'll let you know how i get on

Yeah, that is the only problem with doing it online, you don't know whether they are going to charge you or not :/

No problem, if you need anything else just ask :) I'll be happy to help.

Grand Master

goretsky Supervisor

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Hello,

Some systems support a recovery mode where if a system becomes corrupt during a BIOS upgrade, it can still be recovered by booting with a floppy diskette containing just the BIOS file on it from the BIOS update package. If you have a USB external floppy diskette drive for your Toshiba notebook and the unpacked BIOS upgrade somewhere you can try this.

Sometimes the steps vary, or it may work with a CD-R disc. If you try searching on "Toshiba + {insert model name and/or number here} + BIOS + recovery" perhaps you will find some specific instructions for your model.

I have run into similar respones from Dell when a BIOS flash failed. It seems the best way around this response from tech support is to download the BIOS and accompanying documentation (a readme, changelog or other information) to read about what was changed or fixed in the BIOS. Then, contact support (over the phone, if possible) and report that you are having a problem that the BIOS update fixes. Have them walk you through downloading and installing the BIOS update. If there is a problem, you can then document that you were flashing the BIOS at their technician's insistence. This takes quite a bit longer than simply downloading and installing it yourself, but it helps ensure the company stands behinds its customer obligations.

Regards,

Aryeh Goretsky

Grand Master

tsupersonic

Posted
Posted

That's what I hate about Toshiba, miserable customer service, and horrible build quality on their laptops, which is why I avoid them. My backlight went out under warranty, and customer service refused to fix it, told me this was caused by a virus, and they would offer to fix it OVER the phone for an out of pocket expense of $35. Horrible horrible company.

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StealMySoda

Posted
Posted
That's what I hate about Toshiba, miserable customer service, and horrible build quality on their laptops, which is why I avoid them. My backlight went out under warranty, and customer service refused to fix it, told me this was caused by a virus, and they would offer to fix it OVER the phone for an out of pocket expense of $35. Horrible horrible company.

Backlight error caused by a virus? WTF

Grand Master

ozgeek

Posted
Posted
Should I still have a warranty?

Depends if the warrenty says it covers failed BIOS updates. There is a EULA at the bottom. Even thought I don't have a laptop and never have owned Toshiba equipments, I went to their site and had a browse at their bios download pages. They do have a warning in the disguise of a EULA at the bottom:

Use of any software made available for download from this system constitutes your acceptance of the Export Control Terms and the terms in the Toshiba end-user license agreement both of which you can view before downloading any such software.

Have you read the terms to see if their warranty covers it? If they do not cover it, too bad, but If do, call them back and tell them about the EULA.

Grand Master

hdood

Posted
Posted
Hi guys, i recently upgraded the BIOS on my toshiba laptop which failed for no apparent reason. It looks like theres no recovery mode on my laptop so its pretty much a doorstop

Anyway I rang up toshiba and they said my warranty has been voided because ive flashed the BIOS, surely they wouldnt put the BIOS files on the site if flashing voids the warranty?

Should I still have a warranty?

I suggest that you contact them via e-mail, explain the background, and ask them to document the warranty terms which state that a BIOS update invalidates the warranty.

I know that several manufacturers specifically state both in their terms and on the download site that you should not update the BIOS unless instructed to do so. From what I can see on Toshiba's site, it says nothing about this, and in fact (at least for the laptop I looked up) said that it was a quick and easy task that anyone can carry out. They even encourage people to use the Windows flashing utility (which is moronic, unless the board has a separate recovery BIOS, which most don't.)

You might also want to check if there is any precedence about the issue in local consumer rights law. Hard to answer that one in general. Maybe there are consumer groups that can help you.

The answer technically is yes, though, a BIOS update can invalidate the warranty if the terms say so. It would then be user-inflicted damage.

Some systems support a recovery mode where if a system becomes corrupt during a BIOS upgrade, it can still be recovered by booting with a floppy diskette containing just the BIOS file on it from the BIOS update package.

Sadly though, this feature usually relies on code in the BIOS chip itself, and is easily corrupted or wiped when it's programmed. It happens all the time, especially with Windows-based flash utilities.

If all else fails, then it might be worth knowing that modern machines usually use generic off-the-shelf serial (SPI) flash (usually 8-64 Mbit) to hold the BIOS, and that this can be programmed manually (even by bit-banging SPI via the parallel port). Boards tends to have headers or pads on them that connect directly to it and are used to program it during production and repairs. If your machine was sent for repair, that is likely what would happen.

Grand Master

stezo2k

Posted
  • Author
Posted
Hello,

Some systems support a recovery mode where if a system becomes corrupt during a BIOS upgrade, it can still be recovered by booting with a floppy diskette containing just the BIOS file on it from the BIOS update package. If you have a USB external floppy diskette drive for your Toshiba notebook and the unpacked BIOS upgrade somewhere you can try this.

Sometimes the steps vary, or it may work with a CD-R disc. If you try searching on "Toshiba + {insert model name and/or number here} + BIOS + recovery" perhaps you will find some specific instructions for your model.

I have run into similar respones from Dell when a BIOS flash failed. It seems the best way around this response from tech support is to download the BIOS and accompanying documentation (a readme, changelog or other information) to read about what was changed or fixed in the BIOS. Then, contact support (over the phone, if possible) and report that you are having a problem that the BIOS update fixes. Have them walk you through downloading and installing the BIOS update. If there is a problem, you can then document that you were flashing the BIOS at their technician's insistence. This takes quite a bit longer than simply downloading and installing it yourself, but it helps ensure the company stands behinds its customer obligations.

Regards,

Aryeh Goretsky

Wow, i didnt expect even more replies. you guys are awesome :D

I have already tried a BIOS recovery though. The Insyde BIOSes (which toshiba use in my model) are developed with a recovery mode but toshiba choose to disable it (probably because they want guys to pay out for the repair)

Toshiba left me a voicemail yesterday so i'm going to call them back today, hopefully we can get this resolved :)

Grand Master

rageagainstmachine

Posted
Posted

dead as in wont post, or dead as in DEAD, lights out, no power etc etc?

if its dead as in DEAD, then to the OP, may i suggest (and if you still have no luck with the manft) you first verify this by making sure you see no LEDS lit up on your Main board etc, then spend ?15 and get a new PSU, which will most probably be the cause. or try powering it up from an old PSU or from another box if you have one??

you could also verify with a volt meter, that your PSU is working, provding you have one and are technically able?

Grand Master

stezo2k

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  • Author
Posted

Yeah its dead, definately not the psu as i've got lights and it is attempting to read the dvd-rom. definately caused by the BIOS flash

Got back in touch with tosh today and they will repair it but they want a receipt which i cant seem to find, doesnt look like i'm going to get this repaired unless i pay for it (which wont be cheap) :(

toshiba said they'd have to replace the mainboard. surely if its just the bios chip it shouldnt be the case?

Grand Master

Brian M. Veteran

Posted
  • Veteran
Posted

Their techs probably aren't trained to do that - it's cheaper for them to just supply replacement boards, and possibly send those boards back to be fixed by a specialist team, and then send those out as replacements, rinse and repeat.

Where did you buy the laptop from? In the UK you do not need a receipt (you will have to prove that you've purchased it though - bank statement, etc will be fine), but all consumer laws relate to the retailer, not the manufacturer. I know this may sound stupid, but go back to the retailer - that way you have extra rights under the Sale Of Goods act - you don't have those with the manufacturer (it's down to the retailer to organise a repair/replacement).

Also, if you phone the same 019 number (which is their main switchboard), ask for either customer relations, or the directors office.

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