Coffey & Associates, LLC

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 our technical support department due to a software issue of the unit. Our customer’s computer was already out of...

warranty since February 2010 and even if the warranty is not expired in accordance to the standard limited warranty (SLW) of the computer any replacement or fixes of software is not cover. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistance. Our customer can contact Toshiba Repair Services at 1-800-438-3910. 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 has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hinge. The Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired. 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 one of our case managers has been contacted our customer and has offered a replacement due to the inconvenience that they had experienced. Our customer agreed...

to the offer. Our representative has advised our customer that they will receive a call within 1-2 business days from one or our order desk representative to discuss the process of replacement. If our customer has any questions or concern they may contact at 855-674-[redacted].

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. TAIS found out that our representative has processed a depot repair order for the computer of our customer and they provided a free box that they can use to send the unit to our repair facility. 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 in accordance to the Standard Limited Warranty of the unit. Toshiba Warranty stated;What Does this Warranty Not Cover?Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded or 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 replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trim. TAIS found out that the Satellite L50D Model # PSKXJU-00N015 did not find any defects or part defects based on the standards of the unit. If our customer has any questions or concern they may contact Toshiba repair services at 1-800-438-3910.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?Thank you for listening to me and I appreciate the refunded difference.  I will continue to be a Toshiba customer.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS coordinated with the Customer Experience Manger of Toshiba Direct and here is their response; [redacted] placed an order on 10/4/2015 for a [redacted]...

laptop with a promotion price of $1,099.99.  At the time the order was placed, the customer applied an affiliate coupon ([redacted]) to the order which provided a discount of $110.00 (coupon was 10% off orders of $600 or more).  The customer was also provided with free shipping since the order was over $499.00.  The final cost to the customer was $989.99. Our records indicate that the customer contacted our customer service center on 10/30/2015 because he saw a lower price for this unit online.  The customer was advised that the purchase was outside of 15 days and therefore we would not approve a courtesy credit for the price drop.  The customer is correct that we do not have a posted “price protection policy” because we do not offer such a protection policy.  If the price should change on a product and a customer should contact us, each situation is reviewed and if deemed appropriate, a courtesy credit can be offered.  However, when we look at these situations we do not consider any such request if the order is older than 15 days from the date the order invoiced and shipped.   At the time the customer placed the order the promotion offered $300 off the list price or $1099.99 (this price ran from September 22 – October 26).  At the time of the customers call on 10/30/2015 the instant savings was $400 off list price or $999.99 for that same model.  Therefore, if the customer would have placed the order after 10/26/2015 the laptop price would have been $999.99 and his coupon code ([redacted]) would have been worth $99.99 making the final price of the unit $900.99.   We are sorry that the customer feels that the policy is not fair or correct.  We are also reviewing all calls the customer had with our call center and will take appropriate action if any of the calls were mishandled.  As a sign of good faith and a courtesy for the customers purchase, we will refund the customer the difference of $89.00.  The customer can expect to see the refund within 3-5 business days.If the customer has any questions or concern they may contact at 800-618-4444. At this time we consider this matter closed.

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 cannot use telephone support as I cannot hear. I have filed complaints with the FTC(#[redacted]), eConsumer.gov(#[redacted]) and the Justice Dept. Americans with Disabilities Act for discrimination(#[redacted]). I am sorry I bought this [redacted] computer. The matter is closed as far as the Revdex.com. I noticed Toshiba has an A+ rating with the Revdex.com, shame on the Revdex.com!
Regards,
[redacted]

A Toshiba Technical Support department has a process for troubleshooting to diagnose if the issue of the computer is a Software or Hardware concern. However since our customer mentioned that the issue that is persisting on the unit is a hardware related our technical support team can process a repair for the unit in accordance to the Standard Limited of the unit. TAIS has informed our customer that replacement neither refund is not the option.

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call him to discuss about the replacement of his computer. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

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.
Due to the nature of the files of children in state custody (foster care system), I am unable to send the laptop in for repair. The company has not taken into effect that sending in the laptop is not only an inconvenience, but illegal with my contract with the state entity. Additionally, as a graduate student, with a position within the state I am dependent upon this machine to complete my graduate student work. The ramifications of sending in the laptop for me are that I potentially may be jailed, fined, lose my place in the graduate studies program, and the ability to be admitted into another program, as it requires a professional license to do the type of work I am going into.I have requested a replacement part, which can be fixed locally for less money than the cost to ship my laptop, be without it for up to 21 days, and potentially lose sensitive and protected information in the case that my computer is intercepted or lost during transportation.I should have the choice to receive an original manufacture's part from the company who put out a defective item. I am not able or willing to take the liability to send in my machine. I believe that the company should provide the original part so I may take the laptop in for repair. Additionally, I was advised, should the laptop go out of warranty while the company has it at the hub, that the repair will be out of pocket. I do not have the financial resources for a surprise bill for a part that cost less than $35.00 retail. I feel like this warranty provides no consumer rights. I am going to be left with a faulty laptop that  Toshiba is unwilling to take responsibility for. 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]
Toshiba did not give any information about the replacement laptop nor give any specification what kind of laptop it is I like Toshiba to send me all the information about the replacement in writing thanks

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.#[redacted] Complaint Type: Business Complaint I need to respond more thoroughly to the Rejection of the Complaint by Toshiba on 08/21/2015 My husband called Toshiba Support and they told him it was REQUIRED that service was done over the phone. Toshiba Support then took over my husbands laptop remotely. Toshiba support then backed-up the external hard drive. My husband did NOT refuse to back it up. Toshiba backed it up. Toshiba thought it was a software problem. My husband did not think USB ports weren't working due to software problem. He told them he thought it was a hardware problem. Toshiba charged my husband $70.00 for the software service-reduced from $90.00 charge Toshiba wanted because my husband told Toshiba he did not think a software service was necessary. Toshiba took over the laptop for seven hours and did not fix a thing. Then Toshiba did a factory reset-meaning all information was wiped clean. That is why it was backed-up. So the information and files could be put back. Back-up was NEVER REFUSED. Then Toshiba charged $30.00 to have the laptop sent to them for examination. It was sent to find out why the USB ports did not work. Instead Toshiba told him he could have the hinges fixed for $70.00. My husband said he would pay $70.00 for the hinges, but the main problem was the USB ports. When my husband called to authorize repair of the hinges, Toshiba then finally addressed the USB ports (the main issue). Toshiba told my husband he would need a new motherboard which would cost $750.00. Of course, since we have a two year warranty and the hardware a/k/a motherboard stopped working after less than a year, it should be covered. Furthermore, they want to charge $750.00 for a part when the laptop cost about $500.00 new. My husband still wanted the hinges fixed, but was told the laptop would have to returned to him and the sent back to Toshiba!? Toshiba generously sent back the unfixed, broken laptop back to my husband free of charge.Would like the 15.6 Satellite Toshiba laptop replaced or at the very least repaired for free. An apology for extremely poor customer service would also be nice.
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.
As I explained several times to the people that I was bounced around to, we did not set up any password on the laptop. It was working one night then when turned on in the morning it was asking for the HDD/SDD password. We have been told by the technicians at [redacted] that the Toshiba can reset the Bios to the manufacturer settings or that the hard drive can be replaced. That is all we have been asking of Toshiba; to reset the Bios or replace the hard drive under warranty as [redacted] has said that Toshiba can do.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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.
[WE STILL HAVE NOT RECEIVED OUR REFUND. WE KEEP GETTING BROKEN PROMISES.  WHERE IS OUR MONEY?  THEY HAVE PICKED UP OUR TELEVISION ON JAN 21, 2016, A MONTH AGO AND NO REFUND. ]
Regards,
[redacted]

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaint. After doing a research TAISfound out that this has been forwarded to our Order Desk department. Ourcustomer was able to speak with one of our Order Desk representative and theyadvised that they already...

processed the replacement. At this we consider thismatter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak to one of corporate representative and was informed that the case will be endorse to our order desk department to provide her a...

replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at 877-421-7070. At this time we consider this matter closed.

[redacted]
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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 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 call us at [redacted] to provide the best day and time for us to reach them to discuss this concern.

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.
[redacted] support remoted in to this laptop, and ran their diagnostics, and found there was NO SOFTWARE ISSUES.  case number [redacted].   Toshiba is not willing to honor their warranty.  They are selling defective products, and when they need repair they are forcing customers to purchase service plans in order to repair them.
Regards,
[redacted]