Coffey & Associates, LLC

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 our Toshiba Acclaim Admin and has suggested a refund once they verify the key that was given to him is valid. This will be finalize by our Toshiba Acclaim Admin for the resolution to our customer's concern.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS cannot find any records on our system using our customer's information. However for this kind of issue in accordance to the standard limited warranty of the unit warranty do state: 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 least equivalent 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 for thirty (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) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED. Since the tablet has that original software installed by Toshiba our customer can contact our technical support department and provide the serial number of the unit so they can process to send a recovery media to our customer that they can use to have the unit return to the original configuration. For more information you may visit [redacted] or call our Technical Support department at ###-###-####. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based on the reports by our technicians the images that our customer provided was the unit in the same condition when our repair facility received it. All of this was explained to our customer in the quote that our depot repair facility provided in accordance to the standard limited warranty of the unit. If our 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.
[Toshiba keeps providing the same response seemingly without reading their own Standard Limited Warranty.  I provided a quote of the text of the warranty exclusions in my prior rebuttal.  Nowhere does it exclude physical damage purely on the basis that it is physical damage.  Nor does it expressly exclude damage to the interior of the LCD screen.  Damage is excluded when caused by misuse, abuse, Acts of God and the like.  The damage to the unit happened spontaneously.  It was not caused by any of the exclusions named in the warranty text.  It happened under normal use, which is what the warranty covers.  I would like Toshiba to expressly quote the section of the warranty that is being used as the basis for the denial.  If they cannot do so and the coverage is being excluded based on policy rather than per the written terms of the warranty, this is wrong and I will continue to voice my concerns to consumer and advocacy groups.  While I'm sure many incidents of screen damage are caused by an incident expressly excluded in the warranty, that is not the case in this situation and I expect it wasn't the case in many previous claims for other customers that Toshiba also denied.)
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 refuses to acknowledge that the screws that were absent from the computer to begin is the exact problem and what caused the hinge to come undone and pinched the wires of the computer.  If the product is missing parts that were not there at the time of sale then it is in fact the a manufacture's defect and that is in fact covered by a warranty. I do not accept that Toshiba will not repair my computer due to an issue that was caused by their manufacturing line and poor quality control. Computer will be sent in so that they can see exactly what problem they caused with this computer. I expect them to repair the issue caused by the lack of screws that were NOT with the computer upon purchase. 
Regards,
[redacted]

A Toshiba America Information Systems TAIS representative has reviewed our customer's complaint. After doing a research TAIS found out that we had issue funding the rebates four our customer starting May of 2016. The funding will be done by tomorrow and card will start shipping early next...

week.

A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaint. After doing a research TAIS found out that it shows on the email of the channel sales manager that they are the one who will send the shipping label to our customer after the repair order has processed and they need to provide this information below:- Repair Ticket/order #: TP-[redacted]- Customer info: Name, email, address, phone -And the address Toshiba provides them where unit must be shipped to. It should be an address for Toshiba Repair Depot ( [redacted]).It shows on the email that once this information is provided, they will send the shipping label to our customer. If our customer has any questions or concern they may contact the Channel Sales Manager or the Toshiba Inside Sales support representative at the phone number that has provided on the email.

A
Toshiba America Information Systems (TAIS) Representative has reviewed our
customer’s complaint. After doing a research, we have determined that the
physical condition of the laptop that our customer reported to us is considered
to be beyond the warranty coverage of the computer and a...

refund is not an
option however Toshiba is inclined to set up a rework for the customer in
accordance to the standard limited warranty of the 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 unit has on-going issue with the 3rd party website using IE browserOur customer was able to speak with one of  the corporate officers and was advised...

that his computer needs to be troubleshoot with a senior software technician to isolate the case and issue also to have it fix.And it shows on the last converstaion of (TAIS) software tech with our customer, the 3rd party issue was resolved.

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 case managers and has apologized for the inconvenience our customer has experienced. TAIS would like to apologize...

for the misunderstanding between our customer and the representative, rest assured that feedback and necessary action will be provided after thorough investigation. TAIS has advised our customer that our software department is a fee base support based on the Standard Limited Warranty of the unit. Our representative has provided our corporate mailing address as per their request. If our customer has any questions or concern they may contact us at 855-674-3553.

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 one of our Software support representative last 10/12/2015
and our representative has offered to perform troubleshooting over the phone
and to have an access to the computer of our customer however they declined the
offer. Our customer mentioned he will bring the computer to his son. In this case our
representative from Software support department was not able to manage or access the
computer of our customer. If the
customer has any questions or concern they may contact at 888-933-0322. At this
time we consider this matter closed.

Those models of Toshiba computer that was listed on the notification regarding battery recall program has different types of battery. This can be verified thru the website that was provided by Toshiba (go.toshiba.com/battery). This was already verified by one of our Toshiba technical support representative after using the information of the unit and battery;Product Serial Number: [redacted]Product Part Number: [redacted]Battery Part Number: G71C000HT210Battery Serial Number: [redacted]It was clearly stated on (System Check Result) "Confirmation result: Battery pack is not affected (Replacement not required) The battery pack you checked is not affected. Thank you for checking your battery."Our representative has advised our customer to discontinue using the battery if changes with the performance is already noticeable not because of the battery recall, but considering the age of the battery, since it was originally manufactured in 2014.

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer was offered Premium Support Bundle (PSB) by [redacted]
which is a Software department and explained to the customer that the issue of
the...

computer is a Software related issue that is not part of the Standard
Limited Warranty (SLW). If our customer is willing to avail the support from
[redacted] they may contact ###-###-####. 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's computer was sent to our VIP Repair Services for a warranty service. In accordance with the Standard Limited Warranty, its coverage is our...

Toshiba Depot Notebook Service. For our customer to be assisted further if they are still having some troubles, they will still be working with our Technical Support in [redacted], since they will be needing to process it on their end, for our customer to claim a warranty repair. If our customer is still having troubles, they may contact us at [redacted] for us to provide the best option 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.
I never believed they would call me and saw it as a guise to close case satisfied with the Revdex.com even though in reality they never did what they said they would The case can not be closed as they responded appropriately if they never honored what they promised. which was a phone call from senior tech.  i never got the call or voice mail. and have no way of calling them directly to resolve. please hold them accountable and reopen the case. if my email is ignored or for any reason the case is not reopened due to the lack of honoring commitment in the Revdex.com complaint itself then ill forward my request to the council of the Revdex.com to reopen and contact you to reopen. Very much one sided when you close a complaint when the customer is still awaiting the promised phone call.  THE PROMISE WAS MADE INSIDE THE PORTALTHE FACT IT WASN'T KEPT IS GROUNDS TO REOPEN THE CASE OR FILE A NEW ONE BASED ON THIS ASPECT ALONE.  I look forward to the next email from you showing the case was reopened.  IF a business states what they are going to do within the complaint portal and customer cites the commitment wasn't kept the Revdex.com should hold business accountable for the lies they write in Revdex.com portal which in fact is presented to the public. and this would be corrupt dissuasion of the public.  
Regards,
[redacted]

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research one
of our CEO Representatives offered our customer to have a brand new replacement
and our customer was also advised that they can have a refund by sending the
POP of the unit however none of these options were accepted by our customer. At
this time we consider this matter closed.

I receive the same response each time I call. I do not trust the response from Toshiba at this point till I see my laptop. The customer service representatives who give this word are the worst people as they do not commit to what they say. I am sorry about responding this way but I have talked to SIX different people and everyone gives the same response. They are trained well to keep the customers waiting. [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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
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.All the time I have same, canned response from customer care and there is no more solution with Revdex.com. I will go ahed apply to the court with my lawyer againts defective product selling and distributing process of Toshiba.
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 was not given a choice...

but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. 
Regards,
[redacted]
I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty..

[redacted]
 The complaint was filed against the Toshiba Authorized Service Provider named [redacted]Their contact information is [redacted] Technology Service[redacted]