Coffey & Associates, LLC

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer received the computer last 10/14/2105 4:11PM under [redacted] tracking number [redacted]. Our customer contacted our Technical support department because according to our her the unit has problem, our customer was able to speak with one of our Technical support supervisor and they offered troubleshooting by doing a recovery on the unit however our customer declined the offered support and she ask for a replacement or refund. Our Technical support supervisor was not able to perform any troubleshooting steps on the computer to determine if the problem was a hardware or software issue. The case was forwarded to our Order Desk department who processed the replacement computer. Our Order Desk representative provided three options to our customer (1) Prorated Refund and that would be based on the original price of the original unit that she purchased (2) They will process refurbished replacement based on the guidelines of Toshiba or (3) They will perform troubleshooting on the upgraded replacement computer that our Order Desk department provided. However our customer declined all the options. Our customer has advised if she has any questions or concern the offer is still open and she can call us back at [redacted]. 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 all Toshiba warranty information is stated on our website and our customer may visit that at warranty.toshiba.com.

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.
If Toshiba knew that there was a possibility that they would destroy my computer with their services, I would think that they would have brought that up before taking control of my computer!  If that possibility had been divulged I would have backed up my data for certain, and most likely never used the service because the problem was only a minor irritation.  As to the refund of the money for the service, it would seem to me to be unbelievable that they would be expected to be paid for destroying my computer.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representativehas reviewed our customer complaint. After doing a research TAIS found out thatour customer has been contacted by our refund specialist and they apologizedfor the inconvenience our customer has experienced. TAIS has informed ourcustomer that...

the refund request was already processed and they advised that itmight not show on their account immediately. Our customer agreed and understoodthat. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of the representatives from our Order Desk department has been contacted our customer and has informed about the porcess of the replacement. Our representative already send the specification of the replacement 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 our customer has been contacted by one of our case managers and has advised that based on the pictures that they sent the physical issue of the computer is out of scope meaning the issue is not covered by the standard limited warranty of the unit. Our representative still offered to send the unit to our depot repair facility to check the issue and the physical condition of the unit as well. Our customer was advised that if our depot technicians found out that the issue is out of scope they will be quoted for the amount of the repair in accordance to the standard limited warranty of the unit. Our customer declined the offer and they requested for an email. Our representative has advised that they will send a copy of the warranty that indicates that the damage on the unit is out of scope. If our customer has any questions or concern they may contact at 855-674-3553.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Our customer has spoken with one of our corporate representatives and our customer has been advised that the unit will be sent back to our customer. Based on our records the computer has been repaired...

by our depot repair facility and was delivered last Thur 6/18/2015 11:57 am under [redacted] tracking no. [redacted]. 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 speak with our representative from +[redacted] department who handled software issues. Our representative explained to our customer that there would be...

compatibility issue with the drivers since it is working on windows 8.1. Our customer upgraded the operating system to windows 10 and in the process of upgrading the Operating System (OS) to windows 10 there is a prompt stated that not all the drivers would be available when they upgraded the OS to windows 10 therefore our customer should be aware about that. Our customer was advised by our representative that they can process an advance software configuration for them to isolate and resolve the issue. however since this is a software issue, our customer needs to pay for the advance support that they need process because in accordance to the Standard Limited Warranty of the unit any 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. . If our customer has questions or concern they may contact at ###-###-#### or they can visit our website www.support.toshiba.com. 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 have an International Warranty which states "If you have purchased an International Warranty Extension, this will be available in countries worldwide in which Toshiba has Authorised Service Providers." I have contacted Authorized Service Providers, and they are unable to order parts, and are unable to decipher why they are unable to do so. So the question is why does Toshiba not honour their international warranty??Furthermore, Toshiba claims to not have the parts in stock, however when I contacted their parts supplier Encompass, they do in fact have the parts available.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.
I don't know the details . The price of the computer is  $411.36. They should let me know what they are offering . 
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 contact our software support department which is a fee base support for advance troubleshooting for computers. Based on our records...

the computer of our customer was already out of warranty since June of 2010. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. 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’s return was processed and a credit was issued to our customer’s credit card last 8/17/2015 under invoice number [redacted]. Our customer may check with their credit...

card company on how quickly they post credits. At this time we consider this matter closed.

Ms. [redacted] has been directed through the HOA attorney to mail all dues assessment to the [redacted] HOA at the following address for processing:[redacted]
[redacted] Coffey & Associates, LLC will process her payment once received. Ms. [redacted] currently provides...

her dues assessment through online billing with her bank. This maketake the bank up to 5-10 days to mail this check to the Association. My office goes to the post office Monday - Friday and will process all checks when picked up. Coffey & Associates, LLC. will provide Ms. [redacted] a monthly statement if the Association attorney directs us to do so.  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 was able to speak with one of our Technical Support Representative, our customer was informed about the Standard Limited Warranty Coverage of...

the unit which is a Toshiba Notebook Depot Service in the United States. In Accordance with our Standard Limited Warranty documents, under "How to Obtain Repair or Replacement Service For A Product Purchased In The United States?" it was disclosed that, "You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or provider. You are responsible for appropriately packaging the Product." Our customer chose the "Customer Self pack / Self-ship, with this option, you assume all responsibility for packing, and shipping your laptop to the Toshiba repair Depot and our Depot Facility is now awaiting for their shipment to arrive. If the customer needs to check the status of the repair, they may visit www.depotgateway.toshiba.com or call us at 1-800-457-7777.

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.
[I AM REJECTING THEIR RESPONSE BECAUSE THEY ARE NOT HONORING THE ORIGINAL WARRANTY.   THEY PICKED UP THE TELEVISION ON JANUARY 31, 2016 AND I STILL HAVE NOT RECEIVED MONETARY COMPENSATION.  I EXPECT A PROMPT FULL REFUND OF $550.00.  I HAVE CALLED TOSHIBA OVER 30 TIMES TO NO AVAIL.  I KEEP GETTING BROKEN PROMISES.  I HAD TO BORROW MONEY FOR A NEW TELEVISION.  I AM A SENIOR CITIZEN ON A FIXED INCOME.  I NEED MY MONEY.)    ]
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. We will have a senior technician call you back to perform the necessary trouble shooting steps and provide you an alternative resolution in the event that the issue turns out to be a hardware issue.

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.
Hi Jackie, I cannot find a way to update my complaint and no longer have any of the emails that let me click on a link. I only have the copy of the complaint that I saved to an external drive. Live chat directed me to you. I  have been trying to negotiate with Toshiba for the last 3 weeks and they finally called me  2 weeks ago with a computer that was equal to the one that disappeared at their Repair Depot. Prior to this they were offering substandard models or $663 dollars as a prorated amount towards my $1000 computer. I checked and could not buy my model, new, or used, on the internet for this amount, or a model that was even close in specifications.  I realized I had to take a replacement if I wanted an equal computer. I was assured that any replacement model sent to me would be “new” but considered “refurbished” due to the open box. I also asked where this computer would be coming from, as I did not want to end up with a unit from the Repair Depot in Jefferson, IN, which had made my original unit disappear and used nefarious methods to add my serial # to another unit to try and fool me. After the sketchy tactics employed on the repaired unit sent back to me, I was very concerned about the integrity and safety of any unit coming out of that facility. I had to think of my privacy when using the unit. Can you blame me? The first model they offered only had ½ the storage capacity of my original model,  but better graphics. However, when I attempted to find reviews on the model, internet information was limited to 3 websites, all in Russian. No reviews were available, I couldn’t find it ever being sold anywhere, and they had already informed me that they this unit would only be under warranty for 30 days (60 was offered when I pushed). It is worth noting that my original computer still had 6 months left on its manufacturer warranty, so this was suspicious. The 2nd computer they offered retailed for about $330 brand new, half the memory, no full HD screen, as my original computer. I said I had to let it rest for a week, as I was going away and asked Lovely to see if there were any other units available for replacement. Finally, on May 17th, Lovely (cust rep), called me and said they had the exact model as my original computer and would I accept this unit. Of course, I did, as long as it was not used. I explained that I was out of town and would deal when I returned. A shipping label was sent to me for the “repaired unit” I had in my custody as it had to sent back before they would  send me this unit. So..today I received the unit and it looks used and I think you can guess where it was sent from. There is even a minor scratch on the case and the back stickers state clearly “FACTORY RECONDITION, Notice: This Toshiba Computer product has been reconditioned, and, although not new, is warranted by Toshiba America Information Systems, Inc, under Limited Warranty, excluding any blemishes.”  Also, another sticker on the back “ READ THESE NOTICES CAREFULLY. IF YOU DO NOT ACCEPT THESE CONDITIONS, RETURN THE UNOPENED PACKAGE AND ALL OTHER ITEM INCLUDED WITH THE COMPONENT TO THE PLACE OF PURCHASE AND YOUR MONEY WILL BE REFUNDED…”, etc.  I called Lovely but I was told she was not available. Sila assured me that they would warranty this item for 3 months and I needed to use it and see if it worked before I should decide to send it right back. I am not happy but really need my computer. I sent the other unit back last Tuesday and need to get work done and emails read after being away and then not having a computer. Please add this to my complaint as this was definitely NOT a satisfactory resolution and I am not happy about how this was handled. My hands are tied  if I want a decent computer to use. I sent Toshiba a beautifully running computer with the exception of a malfunctioning Full HD display and received back a gutted computer, with a totally erased hard drive, standard LCD display and half the memory. I am shocked that such a large company would treat a customer so poorly.  I have lost hours of my life and if my original computer had not been so expensive I would have just bought another one, but definitely not a Toshiba. Please let me know if this closes my complaint or if we can keep it open until I have determined if this computer is acceptable. 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.I have been waiting for a part to fix my defective TV. On my original complaint, ( ID[redacted] 5/9/15 ) I was told the repair part would be available 6/28. Parts are not available or even close. Newest toshiba case # [redacted]. Please replace this TV that should have been part of a recall. There are thousands waiting for parts.Replacementper my original complaint ID[redacted] of 5/9. You told me the part to repair my TV would be available 6/28. There are no parts available and I don't even have another guess. Newest case # [redacted] 6/29/15. How about replacing the TV instead of playing these games?
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research based on the records of Toshiba Direct the computer was shipped last 7/23/2015 under [redacted] tracking # [redacted] and the package arrived at the [redacted] location last 7/29/2015 in...

[redacted], **. Our customer was advised that the unit was with [redacted] and still in transit per the [redacted] tracking and since the customer's delivery address was in a remote area of AK it can take longer for delivery as a 3rd party is used to deliver the package to the final destination. Our customer was advised and provided a compensation for the delay due to Lithium Ion Battery Declaration to [redacted]. Toshiba Direct refunded the shipping charge to our customer, our customer requested to cancel the order so that Toshiba Direct asked [redacted] to stop the delivery and return the package, however they advised that the package was already take place by their 3rd party vendor [redacted]. Our customer was provided a Return Authorization (80123494 and a return [redacted] shipping label ([redacted]) if they wished to return the product for full refund. According to Toshiba Direct our customer has acknowledged the receipt of the computer and they can still return the unit under the return Authorization that they provided. 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 cannot believe that Toshiba has not had the correct battery available for over 4 weeks. My computer is less than 3 months old and the same model is currently being sold and there must be batteries available. If I accept their "solution" they will just continue to drag their feet and I will not be able to use my laptop as it is meant to be used - without being plugged in to electricity. They need to come up with a battery NOW.  "Back order" for over 4 weeks is not acceptable excuse.
Regards,

[redacted]