Coffey & Associates, LLC

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for any inconvenience that our customer has experienced. TAIS has advised our customer that we will forward the case to our Order Desk Department to process 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. TAIS has advised our customer that if they have 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 complaint. After doing a research our customer was
able to spoke to one of our case managers and was informed that refund is not
the option in accordance to the Standard Limited Warranty (SLW) of the unit....

However,
our customer was advised to send the unit to our depot repair facility to have
it diagnosed physically by our technicians. Our representative processed a
repair order and provided a free box that our customer can use to send her
computer going to our repair facility. Currently the box is in-transit going to
her location under [redacted] tracking number [redacted] (Estimated delivery Tues 5/19/2015 by 8:00pm). At
this time we consider this matter closed.

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 informed our customer that this case will be forwarded to our order desk department to process a replacement. Our...

customer will receive a call from one of the order desk representative to discuss the process and the specification of the replacement computer. If the customer has any questions or concern they may call us at 949-461-4321 or they can our customer relations department at 855-674-3553.

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 never fix the issue Toshiba never corrected once the issue of damage and so therefore  your salmon offer is Nolan void the issue here is that to Sheba never fix the problem to begin with the problem was never corrected ever you make it sound as though Toshiba repair the device and then after the repair was done the device broke that's not the case which is at issue here is that toshiba  never collected the fatty issue during and or after the warranty. I wouldn't be making an issue if Toshiba correct we repaired the device in months later the device broke out of warranty that's not the issue here the issue is simply Toshiba has never corrected the repair while the product was under a full and complete warranty and I'm still waiting for Toshiba to make the repair good

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]

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.
Contrary to the opinion of Toshiba America Information Systems (TAIS), a matter is not closed until it is resolved. Their response to this matter only points out the details of what was done after a case manager very adamantly refused my requests for a refund over the phone. The computer was indeed shipped to an engineer, but not because that's what I wanted or what I felt would resolve the issue. It has been sent out three times, one of the times to a "senior technician" for a more thorough re-work, as I was told. If a re-work hasn't been successful three times already (including one by a "senior technician"), then why should it be successful on a fourth attempt? The computer was sent to an engineer because the case manager who refused my requests said I could either send it there or he would not help me any further. Contrary to the opinion of TAIS, this case is not closed, as I have not yet received my computer back from the engineering facility. I cannot confirm that it works. I still have no peace of mind in this matter. In addition, TAIS failed to provide any explanation to the extremely poor quality of customer support I received in this matter, nor do they come close to offering any apology for the missteps of several representatives, supervisors, and case managers that I outlined in detail in my complaint. In their response, TAIS claims that they provide "support" in these matters as opposed to providing refunds. I feel that my complaint very articulately outlines how I have not received "support" from their company; instead, I have received blatant misinformation and empty promises from several representatives, supervisors, and case managers. As I originally stated, I have had four representatives, supervisors, and case mangers disregard their promises to return my phone calls at specific times. I recounted three occasions in which representatives, supervisors, and case managers have given me untrue information. I paid out of pocket for a professional opinion on a hard drive failure, as instructed, and subsequently learned that this information was disregarded by the company, which resulted in an additional hard drive failure right out of the box. If this is what TAIS considers "support," then I have made a grave miscalculation in the type of company with which I wish to give my business. The fact that TAIS shows no remorse for such inexcusable "support" issues and takes no interest in a thorough response to this matter, aside from pointing out the obvious and that they don't consider this matter anything more than "closed," demonstrates the quality of customer care that TAIS stands for.If this matter is not resolved to my satisfaction (i.e. a fully functional computer -- one that works for much longer than one month -- or a full refund as now requested several times), I promise that I will never give Toshiba another penny over the course of my lifetime, and I know that I'll be needing plenty more electronics over the next few years. I promise that if not resolved, I will share this story with friends, family, colleagues, and other consumer organizations so that they are fully aware of the type of "support" that Toshiba stands for. In fact, a family member who was recently in the market for a computer to get her through college elected not to purchase a Toshiba computer after hearing about my experience with the company. As a customer who has spent over $1,000 on a product, a product I have yet to actually receive and enjoy, I expect to be treated with respect by a company, not dismissed without so much as an afterthought or apology. Shame on you, Toshiba America Information Systems.
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 case managers and apologized for the inconvenience our customer has experienced. TAIS found out that our case...

manager has processed a depot repair order for the computer of our customer. 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 and if and if our customer decline to pay the said quoted amount the unit will be shipped back un-repaired in accordance to the Standard Limited Warranty of the unit.Our customer unit was sent to Depot processed at 11/30/15 and received in 01/05/16 Depot tech checked the computer and found out the screen is broken and tagged it as CRACKED LCD. TAIS found out the unit was shipped back to customer unrepaired last 1/13/2016 due to broken screen.If the customer has any questions or concern 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.
[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'.  I did not cause damage to the unit.  The standard warranty reads;  "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.'That is the extent of the verbiage under the warranty section regarding exclusions.  No where in this section does it state that internal screen damage is not covered.  Neither my husband nor I misused, abused or otherwise mistreated the laptop.  We did not suffer a lightening strike, power surge or other act of God.  The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear.  The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table.  We certainly did no such thing with any knowledge.  We have handled this unit in a way that a reasonable person would consider normal use.  Simply moving it from one location to another.  Toshiba stated that it's policy that all screen damage is denied.  This policy does not match with the printed warranty.  This damage occurred during the valid warranty period under normal use.  It should be covered under the warranty.  It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault.  Parts fail.  For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later.  If Toshiba's contention is that this is not possible, then they should update their warranty accordingly.  The warranty we received with this unit does not exclude internal screen damage that occurs during normal use.      ]
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.
The pro-rated amount that has been offered is unacceptable. Our computer broke within 30 days of owning it and we deserve a full refund. The pro-rated amount the company explained to me was based upon a July 'fix' date, however the companies lack of being able to fix the computer the first time we complained about the product (January) is not our fault. As for the replacement laptop we are unable to find satisfaction in that offer because we've tried that once before and were sent a computer in which the speakers do not work (damaged goods). We would like a full refund for our computer, we have a receipt stating its value, due to the fact our original purchase was a' lemon'  computer The pro-rated value was not based upon the original complaint of our computer being broken. As for a new computer, we have tried that option once to only be sent another broken computer (speakers don't work). We find neither of these options satisfactory and would like a full refund at this time.
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 "for the time-being" satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if the issue still persist, I will consider a full refund to be the only option. 
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 simply reiterated their prior position, which was to offer a (third) chance to have the laptop repaired as my only alternative.  I reject their offer because my laptop should have been fixed the first time I sent it in.  And then the second time.  There should be a limit to how many times a customer has to put up with bad service.  My limit was once, but I reluctantly gave them a second chance.  Their limit appears to be 3 or more.  Perhaps Toshiba could explain to their customers how many times they will be required to send in a defective unit before they forego their warrantee position and make things right.Regards,[redacted]

A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer complaint. The Standard Limited Warranty of the product entitles our
customer to hardware repairs in the event that there are issues with the
product within duration of a year. Toshiba has recently...

completed a repair of
the product for our customer and as per checking our records we have already
shipped out the customer's unit back to him last 06/26/15 under [redacted] tracking
number [redacted] and it shows that the unit is estimated to be delivered on
June 30, 2015 at 8:00pm. 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.
When the laptop was first repaired and I got it back around April/May 2015, the frame was loose and cropping out of the screen. I complained about the poor repair and a full refund or full unit replacement! They said the policy covers only repair for any unit after 14 days of purchase and full replacement would only be possibly in case of full functionality. I protested saying that I no longer trust the repair or the parts since I get the laptop from repair in bad condition rather than purchasing a new laptop with defects. They assured me that the repair and the replaced parts have their own warranty which covers one year warranty outside of the laptop warranty, hence the replaced parts (LCD screen, frame, cover and some other small parts should have a warranty till June 17, 2016 on contrary to their current claim. I accepted the repair on that basis even though I was very frustrated to have a new laptop with too many defected and replaced parts (screen LCD, frame, cover, battery and some related internal parts!)Accordingly, they have not met the quality standards both in goods (defected laptop) nor repair (loose frame popping out of the screen) nor replacement parts (screen fades out unless pressing on the frame) nor their warranty statements (replaced parts and repair have their own warranty outside laptop warranty). I have lost trust in their truthfulness and quality of goods and repair. I would like to ensure the laptop is repaired at the highest quality level and ensure a warranty of any replaced parts to ensure the replaced parts are not defected after all the issues I encountered with this purchase!
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]

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.They have not responded to any of the details in my complaint.  They have not told me what was wrong with my computer, what parts were replaced, if any, or why it took more than one month even though they charged me extra and promised to expedite the process.  Their response is simply that I can send the computer in to the repair depot ... which gave me terrible service the first time.  They are not offering to replace the computer (that option does not come up on the warranty page).  They are not offering a refund.  They are not even offering to refund me the $29.99 I paid for expedited service.  They are offering nothing here, so no, I am not satisfied with the response. 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing research our
customer was able to speak with one of our case managers and was informed that
the issue of the laptop is beyond the Standard Limited Warranty coverage. The
customer will...

need to shoulder the cost of the repair by taking the unit to an
Authorized Service Provider (ASP) or calling Toshiba Repair Services (TRS) ###-###-####.
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 a
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).
Toshiba provided a onetime courtesy repair without any cost to our customer
even the unit’s warranty already expired. If our customer cannot wait for the
parts to arrive for the T.V to be fixed Toshiba can cancel the repair order and
he can go to any local repair facility and shoulder the repair cost. 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.You have not changed anything from my original complaint. Your response was just an impersonal list of policies. Of everything I listed, the company hasn't even bothered to address a SINGLE concern I put in my complaint. The problems are: 1.) You sold me 3 pieces of defective equipment. I've returned 2/3 and am unhappy with the 3rd as it has a hardware problem. 2.) You confirmed that I called tech support, which I already told you. What I wrote was that your tech support didn't send the proper information to me about shipping. They missed emailing me important information. What's more, I don't want to call them back (I've called twice already due to this error and I'm already frustrated with this whole ordeal). I can't understand the thick accents over the phone and the automated service is very frustrating. 3.) Returning said hardware will cost me shipping.4.) Even if I return hardware for repair, Toshiba has not given me trust that it will be properly fixed. You can send it back, unresolved, and the warranty will run out.5.) Sending the computer out to depot opens me up to identity theft problems (do you also outsource your depot like you do your tech support??).  Regardless, I don't trust sending my computer and contents of its hard drive to strangers. It has more important and confidential information stored on it (even a factory restore cannot take away information on the hard drive) than credit cards. Would you ship your credit card to a stranger? How about your entire wallet and your bank account information?Toshiba is representing it's company poorly. You haven't shown that you stand behind your products, or care about your consumers. Toshiba hasn't even made a reasonable attempt to address any of my issues.
Regards,
[redacted]

After doing a research it shows on our record that the unit was sent to our repair facility four times and the last two repair was made last July and August 2016, which is beyond to the standard limited warranty of the computer, because the warranty was already expired last June 26 2016. The last two repair was sent to our engineer's facility which they confirmed that the only problem of the unit is the battery so that is why the computer keeps on shutting down. However due to the back ordered part (battery) the repair was delayed and one of reason was the new federal guidelines for battery shipments. Our customer has contacted by one of our corporate representative last 9/13/2016 and explained [redacted] has offered to send the unit back and once the battery is available [redacted] will send one to him plus adding 6 months warranty for the computer. However our customer said that he will only accept the offer with his conditions. Our customer was contacted by one of the corporate representative last 9/14/2016 and has advised that the said offer was already final. However, our customer declined the offer. This resolution that was provided is based on the Standard Limited Warranty of Toshiba.

A ToshibaAmerica Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research TAIS cannot find any records on our systemsusing our customer’s information (Name, Phone #, Address, and Email Address).Our customer can contact our Technical Support Department at...

[redacted]. Atthis time we consider this matter closed.