Coffey & Associates, LLC

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer’s unit has a cracked screen and will fall as physical damage, which is not covered by the standard limited warranty of the unitAt this time we
consider this matter closed

A Toshiba America Information Systems (TAIS) representative
has reviewed our customer complaintAfter doing a research TAIS found out that
our customer was able to spoke to one of our case manager representatives and
was advised that we can send the unit to our Toshiba Engineers facility for
them
to check and physically diagnose the computerOur customer was informed that
the refund is not the option and what we do is to support the computer in
accordance to the Standard Limited Warranty (***) of the unitTAIS has
provided a free box that our customer can use to send their unit to our
engineer’s facilityAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again, Toshiba America Information Systems (TAIS) failed to apologize for the extremely poor quality of customer support I have received, nor did they offer me any piece of mind in this matterThe case manager I spoke with informed me that the Toshiba Engineers repair would take 7-business days including shipping timeExcluding Memorial Day and weekends, it has now been out of my hands for business days (since May 20), and according to the Toshiba Engineers website, the unit is still "in work" and has still not yet been shipped, so it will still be several more business days before the unit is returned to me, more than double the amount of time the case manager informed me ofBecause of this, I am also requesting that the unit's standard limited warranty (***) be extended to allow for the time they have taken the unit out of my hands above their own time tableIf I were to have received the computer in business days as I was informed, I would have received it on June 3, with days remaining on the unit's ***As such, I find it only appropriate and hereby request the unit's *** be extended to days from the date that the unit has arrived back at my home.Let me once again reiterate the inexcusable quality of support that TAIS has provided me in this matter and the continued misinformation that I have been provided by their representatives, supervisors, and case managersTheir refusal to offer a formal apology and/or provide me with a working computer or refund demonstrates shameful business practices that consumers should be made aware of
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will not consider the issue resolved until the computer has either been returned to me in complete working order or my money has been refundedThe company also failed to respond to the accusation that they are knowingly selling faulty computers to customersThat is the bigger issue here.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hello ***,Today I received back the laptop from the company I originally ordered it from They claimed to have 'fixed' the issue by applying a driver update.I opened the box, connected to my home internet and ran a speedtest, which achieved a 2.69MBpsconsistent with what the unit has been doing all along.I use a USB wifi-adapter for my desktop, so I hooked it up to this laptop, disabled the internal wireless adapter, and ran a speedtest This time, I achieved 13.75MBps an acceptable amount.I called Toshiba back, and provided them this information They agreed it sounded like a hardware issue, and opened a new case ***, and had me return the unit for repair.It would have been so much easier if they had done this to begin with, rather than try to sell me a support plan, for a month old computer.Thank you*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution appears to be the optionI would like my complaint to remain on the site as the customer service I recieved was for the most part completly unacceptableFor the sake of my own peace of mind I will consider this complaint resolved
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer needs to contact Toshibadirect.com for them to check their profileOur customers can log on to Toshibadirect.com or they may be able to contact them at ###-###-####At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintOur customer was advised before our representative processed the one-time repair that it might take a couple of months because that would be based on the availability of the parts especially if the part to be replaced is a LCD panelAfter doing a research our customer was able to speak with one of our case managers and he was informed that the Estimated Time of Arrival (ETA) of the parts would be on 07/22/and once the part is delivered he will received a call from our onsite techniciansToshiba provided a one-time courtesy repair without any cost to our customer even the unit’s warranty already expiredIf 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 costAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The damage to the hinge was not caused by me the customer rather it was caused from the fact that the hinge was tight from the onset and it caused the hinge to breakThe computer was only opened and closed as any computer laptop should beThere was not a spec of damage that was caused by misuse rather only from a faulty hinge
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 already waited a couple of months, so I don't want it to sound like I have not tried to work with your people.How long will I wait? Three, six, ten months? What happened to the parts due 6/28? Why is there no new promise date? How long is acceptable in your mind? Why can't you stand behind your promise? How about you give me a date in the near future and if you don't make it happen, you stand behind your product and replace it? How about you act like customer satisfaction means something and quit trying to make it sound like it's my fault and I produced the poor quality product
Regards,
*** ***

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaintAfter doing a research our
customer was informed that the initial shipment in sending the laptop to Depot is
within their responsibility and in return, Toshiba will shoulder the labor cost
and
the return shipment after the repairTAIS authorized a free-box to our
customer as a one-time courtesy and they just need to complete the order in
depotgateway.*** for them to receive the boxAt this time we consider
this matter closed

This is my second attempt to request a full refund for my purchaseI agreed to settle my last dispute because I was offered a free box service for repairHowever, since then, I have not receive anything from ToshibaI called Toshiba Chromebook department today 6/22/around 2pm ESTThe representative who I spoke to was unknowledgeable and rudeI was shut off after waiting for a long period of timeMy previous dispute can be seen below for reference: "I recently bought a Toshiba Chromebook ***-*** on Toshiba*** on April 13, for $The product serial number is ***When I receive my laptop, I did not pay much attention to it since I did not need it at that timeWhen finals come, I started using it solely for college purposeThe wifi did not workThere's no point if I can't use it in schoolAs I start using it, I notice so many defects with this laptopThe volume goes crazy with auto adjusting by itself, the keypad sounds extremely cheap and make snappy noise when I slide my finger across the pad, and the laptop shuts off for no reasonHonestly, I feel cheated on since this would never happen if this was a "Brand New" laptop as described on the company's websiteWhen I call Toshiba Customer service, it was ridiculousHe kept telling me about the laptop being out of warranty if they found out it was dropped or was liquid damageI told him I seriously don't care about that because I barely use it, I even bought a case for it, which I regretI am appalled by Toshiba customer service and the cheap product that carry so many defects within a week." The nature of this complaint is still the same, I want a full refund, nothing else.Besides the terrible product that came with defects when advertised as "Brand New", I no longer want to have anymore connection with Toshiba because I can see myself struggling to get my problems resolved from Toshiba customer service in the futureTo save myself time and effort, I would like a full refund of $This will save future problematic issues for both Toshiba and I

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Toshiba America said they would send me a refurbished not a new one that's why I didn't accept their offer, they had proof of purchaseIt's OK close the case I don't mind giving 216$ to the needyI went back to the store where I bought the tablet, to see if they had similar problems with other customers and they told me Toshiba America pulled all their products from the store

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was quoted for the repair due to out of scope issue (Damage LCD cover & Bottom Case) meaning the issue is not covered by the Standard limited...

warranty. Since our customer paid for the quoted amount our depot continue the process of repair. The repair was completed and delivered to our customer last June 2016. Our depot has a 30 day warranty for repair and they are not providing replacement computer or refund. The repair that was done on the unit was considered as out of warranty repair due the damage. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.

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 not mind paying for the support, had I broke or been the cause of the issue at hand. The product came to me with this issue and I will not pay for someone to fix it, especially the company that sold it to me, when it came this way. How can you sell a product with a defect and then expect the purchaser to pay you to fix it? Sounds like a scam to me.
Regards,
[redacted]

Better...

Business Bureau:
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.
All they have to do is reference the acclaim coupon code or my email address to find my information.  They are not interested in resolving this matter.  Why offer a warranty on devices if they are not willing to make efforts to resolve issues with warranty replacements.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) has reviewed our customer's complaint. After doing a research TAIS found out that the unit of our customer doesn't have any repair history in our Toshiba repair facility. The computer just has been diagnosed by our technical support representative over the phone due to the software issue. Since our customer experienced the same issue TAIS has offered to send the unit to our VIP repair facility to check it physically by our engineers and have it repaired. However, our customer declined the offer due to the timeframe of the repair. Since our customer declined the offer TAIS cannot fulfil the repair order with the free shipping box.

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 they offered to send the computer to our VIP repair facility to have the unit...

diagnose by our Toshiba Engineer’s and have it repaired. Our representative sent an email for all the information as per our customer’s request. If they have any questions or concern they may contact at 877-421-7070. At this time we consider this matter closed.

I filed a Revdex.com complaint against this company already on 11/19/2015 (Complaint ID [redacted]). I purchased a laptop computer last January and shorlty after purchasing it the keyboard no longer worked. I spoke to Toshiba customer service and after trying their recommendations, I sent the computer to their repair facility. The computer was returned in what seemed to be working order, but in another few weeks the same is occurred. Again I sent the computer to the repair facility and it was sent back in apparent working order until the same issue (keyboard and mouse failure) occurred for the 3rd time. After speaking to customer service and requesting a refund or replacement product I was informed that I needed to send the laptop for repair to a different location this time (tri-star) for repairs and then and only then would I be able to get a refund or replacement. After receiving my 'repaired' laptop back, shortly then again the SAME issue arose for the 4th time. I called customer service yet again and was informed yet again that I could not receive a refund or replacement and that I needed to send the laptop for repair. Clearly the repairs are not working and I'd like a refund for the product or fair solution to what is clearly a 'lemon' computer. Toshiba contacted me and offered to replace the computer (would not give me a refund). I received the replacement computer in the mail about a week ago only to find that the speakers don't work. After speaking with Level 1 and 2 support, it has been determined that there is a hardware issue with the "new" computer. At this point, I have sent the original computer back 4 times for the same problem, and now I've had a 5th issue with the new computer.I just asked for a refund from the company. Now they're telling me that they can offer me a refund, but only for a "calculated value of the purchase price minus the amount of time that I've owned the computer". I am seeking a full refund because I asked for a refund 17 days after purchase when my initial keyboard problem happened. Since it was outside of the 14 day return policy, they told me that they couldn't give me a refund, but they could attempt to fix the issue. Almost a year later, I'm still dealing with hardware issues and am only being offered a partial refund. This is not an acceptable way to do business. I've lost many hours of my life removing data from the computer before I send it to have it repaired, getting the computer back, re-loading my data back onto the computer, and repeating the process as soon as it breaks again. If anything, I should be paid for my wasted time, not offered a partial refund.

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.
Hello, Thank you for processing my complaint.  This email below is the first notice I've rec'd from Revdex.com.  I clicked on the link and see my case has been closed.  I did not see how to contact Revdex.com through that link. If it is not too late, I would like it to go on record that the dispute was NOT resolved to my satisfaction.  Toshiba did not honor their warranty.  The screen issue was not due to user careless or accidental damage but due to a defect in manufacturing.   Thank you again for your assistance.[redacted]