Coffey & Associates, LLC

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that one of our case managers has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests....

If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. At this time we consider this matter closed.

A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research TAIS found out that our customer’s unit was
already out of warranty since last 01/01/2015. However, TAIS has provided a onetime
repair for the unit and our customer was...

advised that the repair might take a
couple of month especially if the part to be replaced is LCD panel. According
to our customer he is willing to wait even if it takes a couple of month as
long as it's free. TAIS has processed the repair order and as of now the part
that is needed to be replaced is in backorder (LCD PANEL) and the estimated
delivery would be on 06/04/2015. At this time we consider this matter closed.

A
Toshiba America Information Systems (TAIS) representative has reviewed our customer
complaint. Based on the diagnosis of our depot repair facility the physical
flaw that was found on the computer was due to a third degree physical damage
on the hinge of the laptop. The Standard Limited Warranty does not cover any
sort of damage may it be physical or accidental. The customer may call Toshiba
Repair Services for a repair on the laptop 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 technical support representative and has informed that the battery pack of the unit is not affected or part of...

the recall program. This was confirmed on our website at  http://go.toshiba.com/battery using the following information of the computer provided by our customer;Product Part Number: PSK32U-01L001Product Serial Number: [redacted]Battery Serial Number: [redacted] Battery Part Number: G71C000B0210The confirmation result was successful and verified that the battery pack is not affected (replacement not required). The computer model is on a master list of Toshiba worldwide models that potentially could have had an affected battery pack, although not all battery packs used on all models are affected. If the battery check utility or manual lookup process has indicated that your laptop is not affected, you do not need to take any further action.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that this case was forwarded to our Order Desk department last 8/23/2016 to process a replacement and one of the order desk representative has made multiple attempts contacting our customer (08/31/2016, 09/01/2016, 09/06/2016 and 09/30/2016) by phone. However, our customer in not available and the call has been re-rerouted to voice mail. If the customer has any questions or concern they may contact at 1-800-457-7777.

A Toshiba America Information Systems (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 endorsed to our Order Desk department to provide replacement. Advised our...

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

A Toshiba America Information Systems (TAIS) representative has reviewed ourcustomer complaint. After doing a research our customer purchased the computerin United States and the Standard Limited Warranty (SLW) information isincluded with the package together with the computer when our customerpurchased the unit. The warranty entitlements are stated on that specific documentonce our customer unboxes the unit. Our customers should be aware about theirwarranty coverage as a consumer’s obligation. In accordance to the (SLW) of theunit this Limited Warranty covers the Product for the warranty only within thecountry where the Product was originally purchased. Our customer can also checkthe warranty entitlements on our website [redacted]. At this timewe consider matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. TAIS contacted our customer and apologized for the inconvenience on the Backordered Battery. TAIS has informed our customer that the Order for the Battery Replacement has been prioritized and was already shipped out and tracking number was provided. If our customer has any other concerns or questions, they may contact our Customer Relations team at 855-674-3553 around 8am-8pm EST from Mondays to Fridays. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited 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.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties.

A Toshiba America Information Systems (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 endorse to our order desk department to provide them 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 the replacement. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321. 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’s computer has a Broken Screen which considered as a physical damaged that is not cover by the Standard Limited Warranty of the unit. The...

Standard Limited 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 service
providers, use outside of the environmental or operating parameters, or use with incompatible third
party products.
Service of Product on which the TOSHIBA label or logo, rating label or serial number have been
defaced or removed.
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.
Software support, fixes or replacement. Software, if any, distributed with the Product under the
Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you
during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,
non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba
manufacturers, suppliers or publishers may offer their own warranties.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer's unit was repaired last 11/03/2015 and delivered to our customer's location last 11/06/2015. After more than a moth our customer called us...

01/17/2016 to report an issue with the unit. Our customer was able to speak with one of our technical support representative and they found out that the computer has a software issue. Our representative has offered to process troubleshooting on the unit, however our customer declined. Based on our records the computer has a software issue that can be resolved by performing troubleshooting and run some diagnostic program. If our customer has any questions or concern they may contact us at 855-674-3553.

A Toshiba America Information Systems (TAIS) represetative has reviewed our customer's complaint. After doing a research the service order number did not recognized by our system and based on the response that our customer provided, the unit is with best buy repair facility not in Toshiba. TAIS doesn't have access with the repair of the computer since it was sent to best buy repair facility. Our customer may contact best buy for more information regarding the status of their unit.

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.
[Toshiba hasn't done a thing except lie about contacting me. I want my refund.]
Regards,
[redacted]

Hi,I did not contact Toshiba about the problem until March 2015.  I'm not sure of the exact date of contact.  I recall being told that the problem was not one that could be corrected over the phone and that I would need to send the laptop to their repair depot.Thanks,[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.
Please refer my earlier complaint #[redacted] where in I complained that my computer stopped working within 6 months of purchase, model # [redacted] serial # [redacted], and their case assigned number [redacted] and the case was handled at your end and they called and agreed to send a brand new computer within a short time. The computer was purchased on 12/27/2015 and the computer stopped working within 6 months time. I contacted them on 7/1/16 and since then it continued back and forth with thier repair center which they could fix. When I was contacted by your office I replied that the case was resolved and they have agreed to give me a new computer. However they have NOT resolved the case yet. They have been asking me to supply the copy of purchase receipt which I had sent them before October 2016. After several weeks they agreed that they have received the purchase receipt, but they said they are going to find out if they will prorate the cost or what they will do, but till date I have not received the either the refund or a new computer. I think their intention is to keep on delaying so much that finally I will go and buy a new computer and they will not need to apy me anything. I think they run a shabby business. Either they refund my purchase cost of $411.34 or they send me a brand new computer (compatible or better) with another year of warranty. My first preference will be to get the full refund and NOT to deal with such a shabby company.
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.
Toshiba did inform me by phone on June 2015- and I have a saved conversation of these calls- that the replaced parts will have a warranty of one year extending beyond the Laptop warranty which contradicts what they are stating right now that the replaced parts has 30 days warranty only! During my calls with them last month, they contradicted their statements many times. One case manager said that only parts replaced after warranty expires has one year warranty while those replaced during warranty expire with the warranty expiration! Another said the replaced parts has no warranty at all! Obviously, they are inconsistent in their statements and they are breaching their original statements We mainly agreed on June 2015 that parts has one year warranty beyond Laptop warranty. They clearly stated that the replaced parts will have one year warranty while the other parts' warranty will expire with the laptop warranty. This was in addition to an apologize for the poor quality repair and for receiving the laptop back from repair with frame loose! I have contacted the technical support who confirmed that these issues are mostly related to repair and suggested that it is sent to their facility. I suggested to the customer relations that although I have saved conversation to prove my rights for replaced parts one year warranty, I'm willing to let the VIP technical check and decide if it is related to repair or defected/re-manufactured replaced parts, then they should repair and replace them. They refused my request and denied that the replaced parts warranty I was informed of earlier although I have supporting documents! Now I need also to raise a complaint against the improper handling of my laptop. When I received the laptop with loose frame, they replaced the cover, the LCD and the frame and I wonder if they replaced the new parts with re-manufactured not a new parts! If that was the case, I should certainly have received a full refund, if not, I'd like to enforce the one year warranty of the replaced parts.I'm ready to supply all documents supporting my claim. As I'm hearing impaired, I contacted Toshiba through relay and I have saved documents of most if not all conversations.
Regards,
[redacted]

I disagree, I recently (9-2-15) explained to the REP who called me that my computer is still doing the exact same thing as it was before, I was promised by TOSHIBA in the very first call, that I would be given some sort of compensation and have yet to see that, and [redacted] the manager of the Case Managers was suppose to calll me 7 occaisions and has yet to call me.  I have been lied to numerous times, and my computer is still not working properly. this matter is NOT 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 Toshiba Direct representatives and has apologized for the inconvenience our customer has experienced for all...

the delays that happened. Our customer has informed that the refund was already processed and has completed last May 6,2016. Our customer will receive the refund within 4-6weeks in a form of Visa debit card. If our customer has any questions or concern they may contact at [redacted]