Coffey & Associates, LLC

A Toshiba America Information System (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 Plus Care representatives which is a Fee Based support. Our Plus Care representative has figured out that the unit has a software issue and a possible virus infection. In accordance with our Standard Limited Warranty, any Software support or fixes is not covered. Our customer was offered a fee-based support for software fixed and / or virus removals however, our customer declined. 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 fail to understand why Toshiba refuses to acknowledge the repairs of the motherboard that were in excess of $550. Upon receiving the computer after repairs, none of the USB ports on the right side worked. This required sending the unit back to the repair facility where the computer is currently located. I fail to see the professionalism or the customer care a first rate company should exhibit in their daily interactions with customers.. It is apparently clear no one at this organization cares enough to stand behind their product. I hope all these executives that are drawing big salaries will at some point in their life run into a brick wall in which they get treated the same why they have treated me. There has been no gesture of reconciliation nor any apology offered for this series of technological blunders which only make the company appear inept and cold. 
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.In this warranty statement the declare that the software boot-up is available at their web-site. IT  IS NOT AVAILABLE OF THE MACHINE TOSHIBA SOLD ME! That is the issue. I would have purchased it if it was available. 
Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula]
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. Hi Toshiba:First,I want to say I didn't decline the offer to the timeframe of the repair.  In the fact, [redacted](Toshiba) told me I didn't need to ship my adapter and just to ship laptop in the shipping box.  If I decline Toshiba's offer, why we need to discuss about the details of shiping? I mentioined that I need laptop for my work for my living so give me some time.  In the next day, I purchased an Toshiba laptop for my work and my living.  Please see attached invoice.Anyway, let us to say it is an communication misunderstanding.  I am able to ship my laptop to fix.  Please call me at [redacted] to tell me about which day I could receive the shipping box.  Let us to close the case peacefully.  Thanks.
Regards,
[redacted]

Replacement parts or products are warranted to be free from defects in materials and workmanship forthirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer. The warranty of the computer expired last 6/24/2015.Based on our system the last repair of the unit was made last  8/14/2015 and it was delivered to our customer 10/02/2015 and after that we no longer receive any response/report from our customer regarding to the last repair of his computer. After a year 9/24/2016 our customer contacted Toshiba stating about the issue of the computer. The unit troubleshot by our technical support representative and has been diagnosed a hardware issue, in this case our customer was advised that since the warranty of the unit was already expired they are now responsible for any repairs/and or technical assistance. Our customer was advised that they can contact Toshiba Repair Services at [redacted] for out of scope or out of warranty repair.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the warranty of the unit was already expired last 04/01/2015. The last repair of the unit was done last Jan. of 2015 and delivered to our customer repaired Wed...

1/07/2015 12:42 pm under FedEx tracking number 772471944933. The issue of the unit occurred outside of the Standard Limited warranty, however our customer was able to speak to one of our case managers and they provided a onetime courtesy repair for the computer even it’s already out of warranty. Currently TAIS are waiting for the unit to be sent in to our Toshiba Engineer’s facility for them to check the unit and have it repaired and the repair order created last 6/23/2015. 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.  My computer was returned, but that doesn't make up for the multiple lies, the promises that were unfilled, and the fact they were rude and still have not contacted me back referring to what they would do to make up for everything thaty have put me through. 
Regards,
[redacted]

I was not asked for additional information, what do you require?

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 reason that I am rejecting this offer is because I want
this to remain open until I get my computer back and have time to inspect it, due
to the fact that last time my laptop went in for a simple repair at a different
repair facility came back damaged. There are only two reasons that I accepted
that offer. One of those reasons were that they did not provide me with an
alternative choice, except for rejecting the offer and parting ways. And the
second reason was that it was going to be sent to a different repair facility,
(which was close to my home, I am not sure why they didn’t send it there for
the first repair). When I started this process, the original case managers that
I talked to said that they would provide the best “options” for me to resolve this matter. I already knew what
was going to happen and have told the case managers that I worked with that
sending it back for repair would not be something that I would accept.  Fast forward to over a month later, having 5
case managers, a supervisor (who does not take calls), and a depot manager, the
repair facility in [redacted] finally responded and the case manager that I spoke
to told me that the only option you
have is to send it right back to the repair depot, (who lost my computer for a
month and damaged it). Really?! No way was I going to accept that offer. I
rejected that offer and the case manager told me there is nothing else that he
can do but to keep that option available open for a short time in case I
changed my mind and hung up the phone. Wow really?! Great customer service you
have Toshiba. Then about a week later, I was able to talk to [redacted], the Revdex.com coordinator
for Toshiba and ultimately came to an agreement to send the computer to a
different repair facility, which still does not make me happy. It is not fair
that I or anyone else dealing with Toshiba has to go through this ridiculous
process of having to call Toshiba countless times to get a problem that Toshiba
and its repair depot in [redacted] caused, due to negligence, solved. And it is apparently impossible to get a hold
of anyone at their corporate office. The have a ton of people that work at
their corporate office and no one can take a call about a serious matter?
Really?! Are they afraid of talking to me or anyone else that has serious
problems that they caused or are they just so arrogant that they do not feel sympathy
for anyone? I would love to know from someone high up at Toshiba or TAIS, if they
think that my situation and how they treat other people is acceptable in any
way. I will give the repair facility a chance, but honestly, I should not have
to, due to Toshiba breaking promises and my trust so many times before and
kicking me to the curb repeatedly. 
Regards,
[redacted]

A Toshiba America Information Systems ([redacted]) representative has reviewed our customer's complaint. After doing a research [redacted] found out that our customer was able to speak with one of the case managers and was advised that his computer needs to send-in to [redacted] repair facility to have...

it properly diagnose and repair with the engineers.In accordance to the Standard Limited Warranty refund or replacement is not the option, [redacted] has explained that the unit should be diagnose physically by our technicians in our repair facility. The standard Limited Warranty Stated: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.Our customer may visit our website at warranty.toshiba.com for warranty the details.Tell us why here...

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 advised our customer that we can process a VIP repair by sending his computer to our Toshiba Engineers. TAIS will send a free box that our customer can use sending the computer going to our Engineer’s facility. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321.

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 stated before the damage was caused by a faulty hinge and before I had sent in the laptop for repair I was told that the hinge was covered under the warranty. The hinge broke under normal use and never was it abused.
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.As indicated in their response, Toshiba America IS did offer to extend the warranty on my Toshiba Satellite computer (they told me orally this would be for a six months period) as the settlement. As I explained to their representative, this action would only *partially* (not fully) address my current problem. Here's what Toshiba did not share with the Revdex.com:- On September 13, 2016, I received a call back from Toshiba America IS manager [redacted]. from the [redacted] customer center. She reviewed Toshiba's proposal to extend the warranty 6 months, and send me my laptop **without a working battery** which would permit use of the computer only with AC power until the battery arrived at Toshiba's [redacted] repair contractor in the U.S.- September 13 -I sent [redacted] an email indicating that I would be willing to accept this offer with two conditions: 1) If the battery was not available by the currently promised date (week of October 3, 2016), Toshiba would agree to *replace* my unit; and 2) If the computer failed for a fifth (5th) time during the additional 6 month period, the unit would be *replaced*- September 14 - [redacted] re-contacted me and said that Toshiba America IS management in [redacted] had *rejected* my offer indicating that under no circumstances would they provide a replacement unit (despite what is indicated in the warranty as an *option*). I then requested that I have an opportunity to speak with her manager at [redacted] in [redacted] to discuss my case given that this incident is now approaching the four month point. She said she would forward my request and that I should be able to hear back from someone last week. I also requested a follow-up email confirming my request to talk with her manager at [redacted] in [redacted].- September 18 - To date, [redacted]' manager from Toshiba America IS in [redacted] has *NOT* contacted me. I have received no email documenting my request to speak to her manager at [redacted] in Irvine as promised.- My main concern in finding a resolution to this situation which is about to enter its *fifth month* is that I do not want to end up sending the unit in again for a *fifth* time if this latest repair is unsuccessful. There is nothing in Toshiba's offer that addresses this concern. The extended warranty would just provide that it would be shipped back for a fifth time, during which I would not have use of the unit again.[redacted] I am still requesting to speak with [redacted]' manager at [redacted] in [redacted] to try to resolve this situation. Given that I have been patient and respectful throughout this process, this is a reasonable request. The answer proposed by Toshiba to call the "escalation number" that is not answered by a live body (nor does anyone respond to messages left at the number) is not an acceptable solution for me or other customers. I look forward to hearing back from Toshiba America IS on my request to speak to their Manager/Director for Customer Service at the [redacted] corporate office.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer was offered to send the unit to Toshiba Engineers to
have a further diagnosis on it and was informed that refund is not an option
but to support our product. At this time we consider this matter closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Called a lot earlier than 1:17. I was made to hold for over 1 hour and finally I could not hold no more and hung up. I had received the computer back with a crack where the adapter which they supposedly fixed. The computer will not charge anymore so this is not just a technical problem. I have not refused service in fact and 129. I was told that if I wanted my computer fixed I would have to show them a proof of purchase receipt and a picture of the damage that I had received. I did so like asked by the customer relations specialist. She had told me that she would be contacted within 24 hours of my reply to their email. I still have not heard from them so I called them back on 1 on 2:15 and I'm still waiting to hear from them. By far this has been the worst service I have ever received. It is sad that a company does not stand behind their faulty product. Then try to blame a customer for being tired of calling the company to fix something. I have looked at my phone records and total I have made over 40 calls to the company and have not had anything result.

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 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 and they are the one who...

will
provide the replacement for his unit. TAIS has advised our customer that he
will receive a call from one of their representatives to discuss the process of
replacement. If the customer has any questions or concern they may contact us
at ###-###-####. 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 one of our order desk representative has been in contact with our customer and has advised that they are going to receive the refund via [redacted] debit card. Our representative explained and provided a time frame when our customer will receive the refund. If our customer has any questions or concern they may contact us at [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]