Coffey & Associates, LLC

A depot repair order was already created under repair order number [redacted]. The depot repair process of the computer is based on the Standard Limited Warranty of Toshiba. If the customer has any questions or concern they may visit our website warranty.toshiba.com or call at 1-800-457-7777. Here is the warranty stated:What Are Your Obligations? You must retain proof of purchase showing price, date, location of purchase and Product description which may be required for warranty service. Toshiba strongly recommends you register your Product either during the initial start-up of the Product, or online at register.toshiba.com. Your failure to complete Product Registration will not diminish your rights under this Limited Warranty.Always keep a backup copy of the data on your Product before sending it in for repair and remove all confidential, proprietary or personal information. Also be sure to remove all accessories or peripherals. TOSHIBA IS NOT RESPONSIBLE AND FULLY DISCLAIMS ANY AND ALL LIABILITY FOR ANY ACCESSORIES SHIPPED WITH THE PRODUCT. If you authorize Toshiba to perform any services excluded under this Limited Warranty, you may pay standard repair fees for such work.YOU MUST READ AND FOLLOW ALL SET-UP AND USAGE INSTRUCTIONS PROVIDEDWITH THE PRODUCT. IF YOU FAIL TO DO SO, THIS PRODUCT MAY BE DAMAGED ORMAY NOT FUNCTION PROPERLY, OR YOU MAY LOSE DATA OR SUSTAIN PERSONALINJURIES.How to Obtain Repair or Replacement Service For A Product Purchased In The United States?Depending on your specific product model, Toshiba may offer any one or more of the following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot Service, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable (CRU)Parts Service, or (4)Whole Unit Exchange Service. To determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.com. A limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase. You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or provider. You are responsible for appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does not receive the original Product/CRU from you within ten (10) days after your receipt of the replacement Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.

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 once again telephoned the Toshiba Response center and this time talked to a Supervisor. The rebate processor is [redacted]. They told me they are no longer under contract to provide the rebate and their service contract expired. If Toshiba knew this, why did they not contact me? I had to initiate this complaint for an answer of 'The check is in the mail'? 
I would like a specific time when to expect the $50 rebate in the mail, not the 6-8 weeks or 10-12 weeks I have heard since March 24, 2016, 27 weeks ago!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 do not accept this response because a software issue on a new computer was not caused by any wrong doing on my part. Therefore, I should not have to pay to get it fixed.]
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’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). Our customer has been contacted by one of our case managers and they informed that we will provide a 2 months extension of the warranty for the unit as a compensation for the inconvenience our customer has experienced. However our customer declined the offer and requests to have a refund. In accordance to the Standard Limited Warranty a refund is not the option. If our customer has any question or concerns they may contact our Technical Support Department. 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 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.

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]

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]

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. After doing a research, TAIS found out that the unit was purchased last February 2014 and the Warranty has expired last February 2015. TAIS found out that the issue of the unit is somehow,...

hardware related and needs to be fixed by a Technician. Seeing that our customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance. For Out of Warranty Repairs, they may contact Toshiba Repair Services at 1-800-438-3910. 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 that the unit was already out of warranty last 12/26/2015 and after 4 months our customer called in to report an issue of the unit. Our customer was able to contact...

our customer relations department and they provided a one-time courtesy repair. However the repair took more than a month due to backorder parts and customer asked for a replacement. The case was endorsed to our order desk department to process replacement computer. However, after they reviewed the case based on their guidlines and the standard limited warranty of the unit, any replacement or refund is not appliclable for the computer because it was out of warranty since December 2015 before the last repair has processed. Our customer was advised that the unit will be send back because the part is no longer available. 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.
Hi  sir Toshiba did send the specification of the laptop but they did not say when and how I am going to received it nor have any information to get in touch with them . simply I did not get no replacement yet please keep the case open until they send the laptop  thank you very much
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer arrived in our depot repair facility and diagnosed by our technicians. They found out that the LCD is broken which considered Out Of Scope issue that cannot...

be covered by the Standard Limited Warranty that our customer has that’s why there was a Quote On-Hold that needed to be settled from there. If our customer has any questions or concern they may contact our technical support department at ###-###-#### or they can contact Toshiba Repair Services 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 our customer was able to speak with one of our case managers and apologized for the inconvenience our customer has experienced. TAIS found out that our case manager has processed a depot repair order for the computer of our customer. This was offered to our customer to have the unit check physically by our technicians and by setting a proper expectation that once our technicians found out that this was caused by physical or accidental damage, they might be quoted for the repair and if decline to pay the said quoted amount the unit of our customer will be shipped back unrepaired in accordance to the Standard Limited Warranty of the unit.Our customer unit was sent to Depot  processed 11/30/15 and received in 01/05/16 Depot tech checked the computer and found out the screen is broken and tagged it as CRACKED LCD. TAIS found out the unit was shipped back to customer unrepaired last 1/13/2016 due to broken screen.Also in accordance to the Standard Limited Warranty of the unit. Toshiba Warranty states on page 1.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 MANUFACTUREDWhat 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 service providers, use outside of the environmental or operating parameters, or use with incompatible third party products. Service of Product on which the TOSHIBA label or logo, rating label or serial number have been defaced or removed. Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded or 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 replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trim.

A Toshiba America Information...

Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that this case was forwarded to our Order Desk department to process a replacement and one of the order desk representative has made multiple attempts contacting our customer by phone. However, our customer in not available. If the customer has any questions or concern they may contact at [redacted]

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer has been contacted by one of our corporate
representatives and was advised that a depot repair was created and he needs to
send his...

computer to our repair facility to have it diagnose physically by our
technicians. In accordance to the Standard Limited Warranty (SLW) of the unit
refund or replacement is not the option. Upon checking on the repair status of
the computer, our customer was able to send the computer to Depot on 05/20/2015
due to keyboard and battery charging issues and was delivered back to our
customer on 05/27/15 based from the [redacted] tracking number [redacted]. At this
time we consider this matter closed.

A Toshiba Am[redacted]a Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that the Toshiba Television with Model no. 49L621U that our customer purchased is an exclusive [redacted] television manufactured by Toshiba and all...

the support and warranty is from [redacted] and even in Toshiba support website this model of Television does not appear to be valid, meaning it will not show any result on Toshiba website. If the customer has any questions or concern they may contact [redacted] at 855-527-2411 for the support or they may check this website http://support.toshiba.com/sscontent?docId=4007553 for more information.

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 contacted an Authorized Service Provider, and they are still unable to order parts.
Regards,
[redacted]
 [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 will once again state that Toshiba did not say the hinge wasn't covered under the warranty.  They told me it it was not under a recall and that it needed to be sent to the repair shop where they will determine whether it was covered under the warranty or not since they needed to inspect it.  When I sent it to the repair shop, they stated it was not their job to determine whether it was was under warranty or not, just to verify what needed repair and estimate a cost for the repair.  They further explained that any authorization to make a claim against the warranty would need to come from Toshiba. Also as I mentioned before, there are several models of similar Toshiba laptops that have already been recalled due to a faulty hinge. This leads me to believe that Toshiba knows the hinge is faulty and is refusing to repair the laptop.
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]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, we decided to get in touch with the customer and as we spoke with the customer last 02/26/2016, we verified that we will be isolating the issue to figure out if there's a...

Hardware Failure on the computer. In accordance with the Standard Limited Warranty, we informed our customer that our resolution for possible Hardware Failure would be to send the unit to our Depot Repair Facility for a warranty repair. At this time, we consider this matter closed.