Coffey & Associates, LLC

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.
Regards,
Stanley Simpson  The Toshiba Admiin has been in contact with me and asked me to wait until Monday to give him time to work out a solution in getting the product operational.  He said that he has contacted the engineer department to see if they could just replace the multidrive with another one that is operational but has not gotten a response in from them in that regards which doesn't make sense to him or me from a company that makes a product.  He asked me to give him until Monday to see if the tech support could down load a program to get my multi drive to operate as it should.  I said okay, and he also stated that if that does not work he will assist in processing my claim for reimbursement on the item but mentioned that I would have to pay to have the drive shipped back to them.  I wholeheartedly disagree with that and I told him so because the drive never worked and the drama that I have been subjected to in dealing with Toshiba regarding this product that never worked.  I feel  they (Toshiba) should send me a prepaid shipping label to cover the cost of shipping the item back to them as well as reimburse me the cost of the drive.  Toshiba can simply reimburse me the cost and I just discard the dive since it is not operational anyway.  Nevertheless, I should not be made to pay to ship the item back to them.  This has been an ordeal to say the least, however, as stated I will give the administrator until Monday as requested to see if he can work something out to get the multi drive working.  Thank you I look forward to some amicable solution and regret the steps that Toshiba forced me to make in dealing with them over the last couple of months regarding this issue.  Sincerely, [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.I am a customer with Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA  92618.  I wrote them on April 25, 2016 via [redacted]. regarding my Toshiba Laptop Battery  (Serial #[redacted]).  When I do contact Toshiba no one ever returns my calls.    How do I get reimbursed for the purchase I had to make per [redacted] Battery Recall document ID [redacted]         I wrote to Toshia's Manager of Corporate Customer Relations at Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA  92618 on April 25, 2016 via FedEx 8102 3585 6946. regarding my Toshiba Laptop Battery  (Serial #[redacted])                                         ...⇄     I received the [redacted] Battery Recall document ID [redacted] posted on January 26, 2016.  I had to buy a new battery for my Toshiba Laptop (Serial #[redacted], [redacted]2) because it would not keep a charge.  How do I get reimbursed for the purchase I had to make before the recall document was posted.  
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.
Horrible customer service, horrible company, I have nothing but ill will for the products and ALL the people who work there.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative
has reviewed our customer complaint. After doing a research TAIS found out that
the unit has been diagnosed by our technicians and they found out that the computer
has physical damage which is not covered by the standard limited warranty of
the unit. As stated in the Standard Limited Warranty;
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.
Our customer can contact Toshiba Repair Services to
schedule a repair 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's computer was already out of warranty since last June of 2015. Our customer was able to speak with one of our case managers and they found out that the last repair of the unit was made before the warranty expired last (Jun 17, 2015) and in accordance to the Standard Limited Warranty of the computer Toshiba has a one (1) year "Limited Warranty Period" after the date it was purchase. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance. Our customer may contact Toshiba Repair Services at [redacted].What Does Your Warranty Cover? Toshiba America Information Systems, Inc. (“Toshiba”) warrantsthat the Toshiba branded product you purchased for your end use (“Product”) is free from defects inmaterials and workmanship under normal use during the Limited Warranty Period. This LimitedWarranty covers the Product for warranty service only within the country where the Product wasoriginally purchased and only covers Products purchased as new.How Long Does This Warranty Last? One (1) year after the date of your purchase (“LimitedWarranty Period”). The Limited Warranty Period for the rechargeable battery included with theProduct is one (1) year from the date of your purchase.What Will Toshiba Do? If the Product fails to work as warranted, Toshiba will, in its sole discretion,repair or replace the Product or part with a new or remanufactured product/part that is at leastequivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty.Replacement parts or products are warranted to be free from defects in materials and workmanship forthirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS,DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THERESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.

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 just want to let you know that Toshiba never told me I had a 30 day warranty they told me I had a year warranty.  The support at Toshiba is so horrible that no one has a clue on what they are talking about.  The laptop does not work it overheats within a few hours.  You can't possibly tell me its my responsibility.  I had to put in a new hard drive after the one they gave me stop working.  I put in so much money and time with them on the phone all I want is my money back from them.  1 thousand dollars does not make or break them but it broke me into pieces to get a new a new laptop before a year was up.  Toshiba does not even stand behind their products I know its not the Revdex.com fault I just wanted to let you know of this matter.  I got so many different answers of what warranty I have or don't have its not even funny.

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 understand Toshiba's position and as I have explained to several people at Toshiba, no one in this house activated a password for the HDD. The laptop was working just fine when it was turned off one night, then when it was turned on the next morning the error occurred. According to the [redacted], there was a virus and it did something to the hard drive.  All I am asking is for someone to take responsibility and honor the warranty and protection plan that we paid for and replace the hard drive.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research TAIS found out that our customer was able tospeak with one of our case managers and was informed that his case will beforwarded to our Order Desk Department for replacement. Our customer willreceive a call within 1-2 business days from one of the representatives todiscuss the process of the replacement. At this time we consider this matterclosed.

Dear Sirs,Toshiba America Business Solutions, Inc. does not manufacture or sell DVD players. Please see the link:  http://support.toshiba.com/dvdplayersThis item is a product from Toshiba America Information Systems, Inc.  Please follow the links on the webpage for customer support.[redacted]...

[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has an issue with the WinDVD software for the Toshiba SuperMulti Drive. The Serial Number for the WinDVD software for the Toshiba SuperMulti...

Drive is printed on the label of the External SuperMulti Drive CD -- in small print, below the CD version number. If the customer has any questions or concern they may contact our software department at 888-933-0322.

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research one
of our CEO Representatives had offered our customer to have a brand new
replacement and our customer was also asked for the POP of the unit to arrange
a refund process...

with Order Desk department however none of these options were
accepted by our customer. 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.
The device was purchased at [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 Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has been contacted by one of our order desk representatives and has explained how they came up with that amount of refund. The refund is based on the Fair Market Value (FMV) of the unit and based on our records our representative sent an email to our customer last 1/20/2016 regarding to the amount of refund and they contacted our customer last 1/5/2016 to confirm if they will going to accept the refund. Our customer accepted the offer and has advised about the process. 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  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 complaint. After doing a research TAIS received the customer’s unit on 6/19/2015 in our repair facility with a Broken Hinges, which is out of scope of the warranty (out of scope meaning it is not covered under the...

standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility and our customer accepted the repair and paid for the quoted amount. The repair was completed last 7/24/2015 and the unit was delivered to our customer last 7/28/2015. If our customer will experience the same issue with the computer they can contact our Technical support department and they can process a rework for the unit. 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 the repair process of the unit was already completed and has been shipped out going to our customer's location. However the package was delivered to a...

different address. Our customer was able to speak with our case managers regarding with this concern and our representatives already coordinated with the courier to deliver the unit to the correct address of the customer. Our customer will be updated for any details that will be provided of the courier.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution , although it is not satisfactory to me because total cost of the computer was $695.50 and only worked for about 8 months,  and they are only offering a refund of $494.14 I will accept it. How ever their refusal to issue a check and give me a Visa debit card is not what I consider adequate business practices. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
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 technical representative and Case Manager. Our customer was advised that the battery of his computer Model...

SATELLITE L50D-B with the serial number [redacted] is not part/affected of the battery recall and this was based on the results after they checked the details of the battery of the computer on our system.Our customer was informed that the notification that he received was a system generated by Toshiba worldwide to notify all Toshiba laptop users about the battery recall program of Toshiba. This notification is together with the instruction for them to check if the specific battery of their computer is affected by this recall. The website go.toshiba.com/battery was provided by Toshiba for more details regarding this battery recall program.Our representative has advised our customer to discontinue using the battery if changes with the performance is already noticeable and considering the age of the battery, since it was originally manufactured in 2014. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.

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.