Coffey & Associates, LLC

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.

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 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  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 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.

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 would rather not close this item until the computer is fixed. At this point, Toshiba has just started the proper dialogue but nothing has been corrected yet.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) has reviewed our customer's complaint. After doing a research TAIS found out that our customer has an Extended Service Plan (ESP) on her computer which is Service Net is the provider of the extended warranty of the unit. If the customer has any...

questions or concern they may contact Service Net at 800-240-2269. 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.
This is the same response I get all the time from all Toshiba reps (who are in philippines). Toshiba guys are only cheating me and wasting my time, 
Regards,
[redacted]

Once I receive my refund theni eill consider my case closed.  THANK YOURevdex.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]

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. Upon checking on the given information on the complaint of our customer, we did not see any records or documents for the particular issue. For more information you may visit [redacted] or call our Technical Support department at ###-###-#### so that we can address your concern further. At this time we consider this matter closed.

[redacted],While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ([redacted]) to accept the only available option. Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.Thank you[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]

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.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed out customer's complaint. After doing a research TAIS found out that our customer's case was already endorsed to our order desk department and they already processed a manual order for the battery of her computer. However, the...

part of the unit is still on backorder. Our representative will update our customer once the tracking number is available. Regarding on the printer issue of our customer, we highly advised them to contact the manufacturer of the unit because that is a third party company which is out of scope of Toshiba and in accordance to the standard limited warranty of the unit any third party software issue is not covered by the warranty. If our customer has any questions or concern they may contact at 855-674-3553 or they can visit our website warranty.toshiba.com.

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 with our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015 and last 10/27/2015 the partial refund was already completed. If our customer has any question or concern they may contact customer relations at 855-674-3553.  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 unit was dignosed by our technicians and undergo to the standard process of repair. They reported that there was some type of liquid residue found inside...

of the unit. Our customer was quoted for the repair due to this out of scope issue, meaning it is not covered by the Standard limited warranty of the unit. If the customer has any questions or concern they may contact our technical support deparment at 800-457-7777.

A Toshiba America Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research our customer purchased the computer insidethe United States and in accordance to the Standard Limited Warranty of theunit (SLW) this Limited Warranty covers the Product for the...

warranty onlywithin the country where the Product was originally purchased. Our customer wasable to speak with of our case managers and was advised that they can send the computerto our depot repair facility for repair and Toshiba will be the one who will coverthe repair and replacement of the parts of the unit. Our customer will justshoulder the inbound shipping going to our depot repair facility in accordanceto the Standard Limited Warranty (SLW) of the unit. At this time we considerthis 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.
Regards,
[redacted] I have contacted the tech support that they suggested and none of their tech support could get it to work even when they remotely accessed my computer.  The disk that they sent me with the serial number that they mentioned does not work.  A tech even took a snapshot of the disk to send to Toshiba headquarters because it does not work and they could not get it to work.  I asked them why don;t they send me a new replacement WINDVD that works and they have not done so.  The last time I heard from a tech was when thy told me they was sending my problem to Toshiba headquarters for resolution  I am still waiting so I filed a complaint with you because I have been given the run around with no resolution.  I have a record of more than five calls to Toshiba on this matter as well as a written on line to their customer service for assistance.  Why the company cannot just send me a replacement disk with a operating multi CD player that is operational. I am really not understanding why such a large company cannot ensure that their products function properly is beyond my understanding..    Again what they have written about my contacting their tech support as a rationale is bogus, because like I said I did that first and could not get the assistance needed in getting the player operational, their tech support could not get it to work.  I appreciate your assistance in this matter in addressing this complaint I notice some others have complaint about Toshiba product with not resolution,  If I get out of this situation amicably I will not purchase another Toshiba product.  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.Toshiba flat out LIED about what the tech support concluded after troubleshooting me.  To clarify what actually happened...2 days after receiving the replacement unit, the lap top alerted me of a Critical Error and stopped working.  I immediately contacted Toshiba technical support and after they finished multiple attempts in troubleshooting ...the technician concluded that it must be a hardware issue.  The technician forwarded my case back to the Order Desk so I could coordinate returning the DEFECTIVE Replacement laptop.  I expect a full refund for the defective replacement unit I received.
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.
It is a shame that a company such as toshiba can lie, divert blame, try to sell customers unneeded service plans...and when the CUSTOMER proves it is a warranty issue...they then agree to fix it and sweep it under the rug.  For all this trouble and hassle they should provide me with a brand new laptop.    Instead....case closed before they have even completed the repair.I hope my case is made public to show others the deceitful tactics in use by 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 connected to our Plus Care department, a fee based support who handles software issues. Our customer was able to speak with one of the...

representative and has explained the coverage and process that they have. Our representative was able to performed troubleshooting on the unit. Our representative has offered a call back to do some advance research regarding the issue of the computer. Our representative has made multiple attempts calling our customer back to continue the process of troubleshooting, however our customer is not available and did not provide any response. If the customer has any questions or concern they can still contact our Software department to continue the support at 888-933-0322.