California Health Express

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that you talked to one of our case manager's and you were informed that they will escalate your case to our Order Desk to provide you an alternative resolution.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. TAIS has confirmed that the unit will be sent to our VIP Repair Facilities to be fixed. TAIS has apologized for any inconvenience that the customer has experienced and assured the customer that...

the unit will be fixed and be back in its functional state. If our customer has any questions or concerns, they may contact us at 855-674-3553 from 8am-8pm EST from Mondays to Fridays.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear  Warranties apply to normal products, NOT defective products. Based on what I have reported that the over heating issue was from day one and not being informed of a recall of certain batteries, how is Toshiba sure that my batch was also defective?Is Toshiba not concerned about a possible safety issue? Are they not interested in getting my defective battery and test it in their lab to be sure more are not affected beyond the recall? I have offered to send it to you Toshiba for verification.  At this point I would rather buy a [redacted] computer than invest into another Toshiba battery if safety is not of any importance to Toshiba
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers and apologized for the inconvenience our customer has experienced. TAIS found out that our case...

manager has processed a depot repair order for the computer of our customer. This was offered to our customer to have the unit check physically by our technicians and by setting a proper expectation that once our technicians found out that this was caused by physical or accidental damage, they might be quoted for the repair and if and if our customer decline to pay the said quoted amount the unit will be shipped back un-repaired in accordance to the Standard Limited Warranty of the unit.Our customer unit was sent to Depot processed at 11/30/15 and received in 01/05/16 Depot tech checked the computer and found out the screen is broken and tagged it as CRACKED LCD. TAIS found out the unit was shipped back to customer unrepaired last 1/13/2016 due to broken screen.If the customer has any questions or concern they may contact our technical support department at 800-457-7777.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did receive a call from the Toshiba Rep ([redacted]), last Wednesday morning. He informed me of Toshiba's intention to correct this issue by offering me a replacement but no details were discussed. [redacted] just passed on the information and informed me that another Rep would be calling me in the next day, or two, to discuss the details. I neither accepted nor rejected the offer as there was no specific offer made to me to resolve the problem. As of this note, I have received no additional contact from Toshiba regarding their intentions.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The VGA port issue was due to faulty soldering not neglect, misuse nor abuse. While the monetary sum at the time was not great the issue is with repeated problems which are increasing in cost with each repair. the last repair was for over $550. The original cost of the unit was around $700 retail. With the total costs of keeping a working unit now exceeding $1400 it is totally unacceptable that you would tell me the matter is resolved. My unit now has two inoperative USB ports that were working and now are not. The repair of the motherboard and the inadequacy of product testing is evident in the condition of the unit I received in return. I fail to understand why you choose to ignore this issue and say "matter resolved." Unless some thing is done to resolve the issue I will refute the latest $550 repair through American Express card company and will seek resolution in small claims court.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Toshiba finally reached out to me directly after several months.  They called me 3 times in 1 day.  I did connect with them and talk to them live.  Of course they still will not provide a [redacted] representative and therefore, I have to deal with the awful [redacted] based customer service once again.  They did propose a couple of options for me.  The first is a replacement computer.  The second is a refund of the depreciated fair value of the computer which I am not agreeing to since I should not be penalized for having a lemon of a computer that they have been dragging their feet on resolving the issue at hand.  I am weighing the first option depending on the specifications of the computer and hope to have this resolved within the next few days, but it is not currently resolved.]
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. We will have a senior technician call you back to perform the necessary trouble shooting steps and provide you an alternative resolution in the event that the issue turns out to be a hardware issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is the same story all over again.  I called Service Net the first time Toshiba provided the number as response to Revdex.com.  When I called,Service Net, the representative said they were more than happy to pay for the parts, but they explained that their contract between  Toshiba and Service Net stipulated that Service Net will respond for the parts and Toshiba has to pay for the labor.  When the rep from Service Net transferred me to a Toshiba Representative, the rep, which claim to be a manager, said they will NOT pay for the labor as my Extended Warranty was expired.  When I mentioned Revdex.com, the rep immediately found my extended warranty.  However, this time the rep said that my extended warranty was never activated.  So, my question is how can I get my Laptop serviced or for Toshiba to refund me  the price of the extended warranty as I bought the extended warranty through Toshiba Direct. 
It is very unfortunately to have to against a major company, as they play all the tricks of deck in order not correct their mistakes.   I just need for my Extended Warranty to cover my two usb ports that are not working.Thank Revdex.com for all that you are doing.  Thank you for all your help! Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I still have the same problem. Toshiba has not resolved the problem after numerous attempts. The third party browser was on the computer when it was purchased so it should be compatible with THEIR computer. ANY browser I use the same problem happens. I have tried to get this fixed since August 2 and at that time my software was still under warranty and I should never have been charged. I would like my money back plus a new computer since they can not fix this one. They acted like used car salesmen trying to get me to purchase their services including a new virus protection stating that the one I have does not fully protect my computer....even thought its the virus protection that came with the computer and also their is virus protection built in the version on windows that came with the computer. This is totally unsatisfactory. It took the so called "corporate escalation staff 3 weeks to return my phone call. After the first week I called every day and they still took 3 weeks. NO THE PROBLEM IS NOT RESOLVED. if they do not give my money back and a new computer I will start a campaign for all my friends, family, former co workers and purchasing manager at different fortune 500 companies I have worked with and had a position that I  was involved in selecting computers and contracts.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers and apologized for the inconvenience our customer has experienced, Currently our Case manager is...

working with repair depot facility. Case manager will provide update to our customer they receive confirmation to repair facility.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the records that we have was the first repair of the unit when it was still in warranty. Our customer called us last 11-23-2013 for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computer. Based on our records the computer only had 1 repair with the repair order number TC-10416915 under the standard limited warranty of the unit and due to an out of scope issue which is not covered by the warranty our customer was able to settle and authorized the payment for repairs of the main board ($54parts+$60 labor fee= total of $114.00) for this case. As of now we cannot find any repair under our customer's computer. Our customer may contact the facility or repair where they processed the repair or they can contact Toshiba repair services at ###-###-####. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager and was advised that the issue of the unit is out of scope which means it is not covered by the Standard Limited Warranty of the unit. The Toshiba Warranty stated;What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim. Our customer was referred to Toshiba Repair Services that they may contact at 800-438-3910. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our corporate representative and has offered replacement. Our customer agreed to the offer. This case will be...

forwarded to our Order Desk department to process and provide the specification of the replacement unit. Our customer was advised that they will receive a call within 1-2 business days from one of the order desk representative to discuss the process of replacement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The device was purchased at [redacted] [redacted] [redacted] in October 2017. Best buy just shipped the device back to the service center again for repair, the service order number is [redacted]. Because the device is under repair, I do not have the serial number because they have it currently. I would love it if they would just keep the non-working computer and send me one that actually works. 
Regards,
[redacted]

A Toshiba America Informations Systems (TAIS) represetative has reviewed our customer's complaint. After doing a research TAIS cannot find any records on our system using our customer’s information (Name, Phone #, Address, and Email Address). If our customer can provide any referrence number or the...

serial number of the unit they may contact our technical support department at 800-457-7777.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This company has proven not to provide quality products and services to its customers. The way it provides customer service is atrocious. I have taken very good care of this computer and this is definitely an issue of quality on Toshiba's part, which they have failed to own up to. I will never buy from Toshiba again and I will tell everyone I know about my experience with this company. I'm certain the company will go downhill from here even my [redacted] no longer even sells your computers.  You have sold me defective equipment and retorted the same response and instead included more information about how I could end up paying for repairs. 
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. We tried reaching our customer however, got rerouted to a Voice Mail. We will still try to reach her on the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up on us, they can reach our customer relations at 855-674-3553 to provide the best day and time for us to reach them to discuss this concern.

A Toshiba America Information System (TAIS) representative has made multiple attempts contacting our customer via phone. However, got rerouted to a Voice Mail. We will still try to reach him the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up with us, they can contact us at 949-461-4321.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hi  sir Toshiba did send the specification of the laptop but they did not say when and how I am going to received it nor have any information to get in touch with them . simply I did not get no replacement yet please keep the case open until they send the laptop  thank you very much
Regards,
[redacted]