Coffey & Associates, LLC

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that you talked to one of our case manager's and you were informed that they will escalate your case to our Order Desk to provide you an alternative resolution.

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.
this laptop has no additional software loaded on it. I brought up the system exactly the way I have purchased it. [redacted] remoted in and verified there are no software issues. Any software that is on this computer was placed there by Toshiba. It is very disappointing that Toshiba's only interest is in selling Support plans for computers that are still covered under factory warranty.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint after doing a research TAIS found out that the manager of the store called us last 3/24/2016 and he informed us that the unit still has a hard drive issue after our customer received it from our depot repair facility. TAIS has advised them that we cannot send a hard drive for the unit, but we can send a box with a shipping label for them to send the unit to our repair facility for rework. However, our customer declined the offer. Our customer called us to inform that the store manager already paid to replace the hard drive of the unit, TAIS has advised our customer that we cannot provide or reimburse the amount that the store manager paid for the hard drive. This action that has taken is the own discretion of the store and not part of the standard limited warranty of the unit. TAIS has explained to our customer that the Store and Toshiba has a different channel or process when it comes to this certain issue. TAIS has advised that we can still process a repair for his computer with accordance to the standard limited warranty of the unit. However, our customer declined the offer. If the customer has any questions or concern they may contact at 855-674-3553.

I have not talked to them or recieved an email from them except to say my package has shipped and I got an invetation for a survey. One I have taken many times stating I am an unhappy customer with no actions taken. I was tgreated terrible by this company and now 7 months later I have what I paid for finally. I put up with many many hours on the phone just so they would give me what I paid for. My warranty is now almost up so it was wasted getting a working computer in the first place. The computer itself does not perform that well either it is clunky.

The Revdex.com has contacted the incorrect Toshiba division. The correct division has been copied on this response. Please work with them to get the replacement battery.Thank you,[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.
I have already mentioned the computer was sent to the repair shop designated by Toshiba.  Toshiba informed me that they (the repair shop) will make a determination about the validity of the claim.  When I spoke with [redacted] at the repair shop, she said they do not determine validity that they simply confirm what damage has occurred on the unit and draw up an estimate for the repairs.  Once the estimate is determined, the consumer has 3 days to have the unit fixed or it is sent back to the consumer. Obviously that is not what Toshiba told me.  I called [redacted] again and left her a message requesting she not to return the unit until I discuss further with Toshiba since [redacted] said that Toshiba determine the validity of the warranty.  She said that if Toshiba informed them the unit was covered under the warranty, she would fix it free of charge.  (This was also not what Toshiba told me).  [redacted] did not honor my wish and returned the computer to me.This latest response from Toshiba is in direct conflict to what Toshiba originally told me and what the repair shop told me.  It solidifies my believe that Toshiba does not stand behind their products and refuses to honor their warranty.  AGAIN....the hinge on the computer broke...the same hinge that has been recalled on other computers.  The computer broke due to a manufacturing defect.  Toshiba is still continuing to give me the run around and by not honoring the warranty and providing conflicting information.Toshiba needs to honor their warranty and fix my computer free of charge.
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 didn't call back the next business day nor today. I called them back the next day and today but was only able to leave voicemail.  I did however finally got my laptop back today but now it's has a minor damage on the bottom metal frame of laptop. This is unacceptable. Now I will have to ship this back and be without a laptop for x amount of days/weeks. It has been difficult working without a laptop. I would like a refund. Thank you.  
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) has reviewed our customer complaint. After doing a research TAIS has informed our customer that we need to send back the computer to our Toshiba Engineer’s for a rework and also for them to find out if the unit is unrepairable so they can discuss for possible replacement of the computer. TAIS has provided the shipping label to our customer that she can use sending the unit to our facility without any cost. Our Engineers are just waiting for the unit to send in by our customer. 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 concern was software issue related and our customer was connected to our [redacted], a fee base support who handled software issue. Based...

on the diagnosis they informed our customer that the unit needs to be updated manually, they advised our customer that they need to perform some software updates for them to fix the issue however our customer declined to pay for the support. Our customer was informed that any software related issue is not covered even the unit is still in the standard limited warranty. Our customer’s warranty for their computer was expired last 04/03/2013. 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 can file a claim for the unit. They can visit our website www.acclaim.toshiba.com or they may contact at 888-592-0944. 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 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 reviewed our customer complaint. After doing a research the records that we have was the first repair of the unit when it was still in warranty. Our customer called us last 11-23-2013 for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computer. Based on our records the computer only had 1 repair with the repair order number TC-10416915 under the standard limited warranty of the unit and due to an out of scope issue which is not covered by the warranty our customer was able to settle and authorized the payment for repairs of the main board ($54parts+$60 labor fee= total of $114.00) for this case. As of now we cannot find any repair under our customer's computer. Our customer may contact the facility or repair where they processed the repair or they can contact Toshiba repair services at ###-###-####. 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.
We declined the offer of the business for the following reasons: !) they offered the price of the computer itself ($1049.99). However we had more expenses that were not related to any wrong doing from our part: $96.24 was the tax, and $19.99 was the shipment. Also when we had to send the computer to the depot, the company charged us $29.99 Shipping.  2) Regarding the accessories: A. the mouse, $5.45 was sent to the depot with the computer and is not in our possession; B. the other two items can be sent back to Toshiba (if they provide a shipping label) or we will deduct the cost of $14.54. The attached files include the original invoice.In short, the company cannot ignore the expenses that they made us go through.
Regards,
[redacted]

Hi [redacted],I am forwarding an email that I received from Toshiba for the original warranty replacement.   Am I able to request this be attached to this to my rebuttal? Their reply was that they had no record of me being a customer. Thanks,[redacted]  -----Original Message-----From: "Toshiba Acclaim Administrator" <[redacted]>Sent: May 26, 2015 6:05 PMTo: [redacted]Subject: TOSHIBA Acclaim Refund Coupon Hello [redacted]Your defective 1TB B1 BLACK WITH NTI BUNEZ FOR [redacted] BF 2014 has been received, and a coupon for credit at ToshibaDirect.com has been issued in the amount of $93.46.Your coupon code is: [redacted]You can redeem the full value of this coupon for any single purchase at[redacted]. Simply enter the coupon code, [redacted], and use this email address ([redacted]) at check-out.Terms: Coupon is valid for 90 days from date of issueCoupon may be redeemed for up to its full value on any single order.Once you redeem the coupon for any value, the coupon is expired.This coupon is linked to your email address. To redeem it, you must use this email address, [redacted], at check-out.  Instructions for redeeming your coupon: Go to [redacted]Locate the product or products you wish to purchaseAdd the item(s) to the shopping cartEnter your coupon code ([redacted]) in the "Enter your coupon code:" field.Click the "Redeem" button to the right of the entry field.Enter your *email address exactly as displayed in this message ([redacted])Click the "Redeem" button againBellow the field where you entered the coupon code you should see a message saying "Entered Coupon: [redacted] - Accessory Return Credit". Once you see this message you have confirmed that the coupon code has been accepted.Click on the "Checkout" button at bottom of the pageEnter your personal information (name, address, phone, *email, etc.)Only enter a password if you want to create an account and store your information.Click on the "Continue" button at the bottom of the pageChoose your shipping method (ground, overnight, etc.)If the "Order Total" says $0.00, click the "Continue" button at the bottom of the page. If the "Order Total" indicates anything other than $0.00 enter another payment method to cover the difference (credit card, PayPal, etc.)After clicking the "Continue" button the next page will ask you to confirm your order. Please confirm billing and mailing addresses as well as product(s) you ordered.Once you verify everything is correct, click the "Place Order" button.The next and final page will give you the order and crs. Please retain this information for your records as it will be required to track the order.If you have any questions about your order after it's been placed, please contact the Toshiba Direct customer service department at###-###-####.  * This coupon is linked to your email address. To redeem it, you must use this email address, [redacted], at check-out. When entering the email address please ensure there are no spaces preceding or following the email address.The TOSHIBA Acclaim team

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that we are coordinating with our Storage department and we are still working on the said case, hoping we could give you a better resolution on the said matter....

Regarding to the Corporate escalation concern we would let you know the outcome of our investigation.

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 manager and was advised that the issue of the unit is out of scope which means it is not covered by the Standard Limited Warranty of the unit. The Toshiba Warranty stated;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 serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor 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 replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim. Our customer was referred to Toshiba Repair Services that they may contact at 800-438-3910. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based on our records, the customer has agreed to send the unit to our depot repair facility under order number [redacted] and has chosen to self-ship the unit to the repair. Our depot repair facility has acknowledged the repair and is waiting for the unit to arrive at the repair facility. At this time we consider this matter closed.

Revdex.com:
they went back to step 1 , .  all they did was have me look in my device manager for an icon.  it wasnt there.  end of story.  they said its hardware malfunction; essentially its broken. which is end of troubleshooting for them.  ridiculous. there tech support never reached out to me as promised . now they arent even acknowledging that in this response. which is a repeat from when the case wasnt reopened  .. ridiculous 
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 to one of our case managers and processed a VIP (Tri-Star) repair to our customer's computer, which is our Toshiba Engineers who will work on the unit and have it repaired. Our customer provided a box that they can use to send the unit to our Toshiba Engineer's facility. Our customer accepted the repair. If our customer has any questions or concern they may contact at 1-800-457-7777. At this time we consider this matter closed.