Coffey & Associates, LLC

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. All the processed that was made on the case were based on the Standard Limited Warranty of the unit. 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. How to Obtain Repair or Replacement Service For A Product Purchased In The United States?Depending on your specific product model, Toshiba may offer any one or more of the followingapplicable repair or replacement services: (1) Repair-Return Service through Toshiba’s DepotService, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable(CRU)Parts Service, or (4)Whole Unit Exchange Service. To determine the warranty service methodfor your specific model, please visit our web site at [redacted]. A limited number ofmodels may also carry an international limited warranty which offers warranty service outside thecountry of original purchase.You will pay any packaging, shipping charges, insurance, taxes and duties associated with thetransportation of the Product or original CRU to the service center or provider. You are responsiblefor appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does notreceive the original Product/CRU from you within ten (10) days after your receipt of the replacementProduct/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.

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.
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]

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.

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.

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'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.

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that the Toshiba Television with Model no. 49L621U that they purchased is an exclusive Best Buy television manufactured by Toshiba and all the support and warranty is...

from Best Buy. TAIS has provided this phone number 855-527-[redacted] for the support or they may check this website http://support.toshiba.com/sscontent?docId=[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 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]

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.

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 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 computer is under warranty, they sent me pictures that does not show the type of damage that is stated in their reason for neglecting their responsibility. I think it is a scam because I know that I did not put a usb port in the wrong way and damage the port like they said. It clearly this was a poorly made machine. Then to offer to repair the laptop for over 400 dollars when the whole machine cost less than 300 is appalling.   Toshiba needs to step up to the plate and fix the item that they warranted.   Do they not care about their customer?  This is something that the world needs to know, Toshiba will not honor there customers warranty's!!!!!!!
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 technical support representative and they determine that the computer has a possible virus that caused the problem on the unit. Our representative performed necessary troubleshooting on the unit to isolate the issue further however they figured out that the unit needs a repair. Since the warranty was expired our customer was referred to an Authorized service provider where they can bring the computer for repair and the phone support was already refunded. 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 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.

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 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.

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.