Coffey & Associates, LLC

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 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 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 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.
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]

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.
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]

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 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.

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.

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.

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'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]

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 claims the warranty terms do not apply because of physical damage (a crack) in the body of the computerHowever, I believe the crack occurred due to fatigue caused by Toshiba's failure to properly assemble the device such that when delivered to me, it was missing one of the screws that is supposed to secure the body togetherThe missing screw is in the section closest to where the crack occurredThe Toshiba warranty states
"Toshiba America Information Systems, Inc
("Toshiba") warrants that the Toshiba branded product you purchased for your
end use ("Product") is free from defects in materials and workmanship under
use during the Limited Warranty Period." Toshiba sold me a laptop that was missing a screwUnder use, a fatigue crack formed within months of purchaseThe fact that the body of the computer is damaged is exactly the pointThe computer had a defect in workmanship that caused it to fail under useI should not have to prove the cause of the failureIn fact, it is in practice impossible to prove what causes a fatigue failure (I'm an engineer by trade)Can Toshiba prove that the unit has been exhaustively tested with the screw missing to not suffer fatigue failures? If they can provide documentation of exhaustive testing of this scenario, I will happily drop my complaintOtherwise, I consider this to be their responsibility under the warranty terms.If Toshiba does not address this concern, I plan to bring the complaint under the [redacted] arbitration process described within the warrantyI'm quite sure that my complaint will not be considered "frivolous" or "brought for improper purpose." Would it not be simpler for Toshiba to simply honor the terms of their warranty now rather than be compelled to do so by an independent arbitrator? I've asked several lawyer friends about this case and all have assured me that in an instance like this, any arbitrator would place the burden of proof on the issuer of the warranty if such an obvious manufacturing defect was involvedThis means Toshiba will lose the case, they'll incur substantial fees in doing so, and they have an extremely unhappy consumer who will also publicize the issue in social media and make sure his company doesn't purchase Toshiba equipmentI'm not sure who at Toshiba is deciding to ignore this complaint, but they're making a very bad decision on behalf of the company
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that last 7/16/2016 our customer was able to speak with one of our software support (Plus Care) representative, a fee based support who handles software...

issues.  Our representative performed advance troubleshooting on the computer, our customer confirmed that the issue was resolved. After a few days our customer called back 7/19/2016 and said he experienced the same issue, at this point different troubleshooting steps can be done to further isolate the problem of the computer, It may either fix the issue upon troubleshooting, or it may result to be a HW failure. Most of the time, factory reset is the last resort to further isolate the issue and determine whether the issue is SW or HW. However, for unexplainable reason, there are times that issue gets worse upon troubleshooting. Possible cause might be some unwanted files/apps previously installed in the unit trigger to be activated and cause more issues on the unit like what happened on the customer's computer.  For the inconvenience that our customer has experienced TAIS processed refund for the support that they paid.

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

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 purchased a product that I expect to work.  I cannot stop running my business for 21 days while they tinker around with it.  I have requested a local repair shop, they say they don't have one.  not only will I lose revenue by not having a laptop for 21 days but I also must incur the cost of shipping and restoring the computer once I get it back since apparently they cannot repair it without wiping out the mother board.  this is just a wifi issue, not sure why the mother board must be wiped out.  it will cost me more to do a depot repair than to buy another company's product and sell this one on craigslist.  This is unacceptable as a customer.  It seems unfair that your customer must put out money when YOUR product breaks.   
Regards,
[redacted]