Coffey & Associates, LLC

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. 
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 able to speak with one of our case managers and they coordinated to our Engineer's repair facility for the missing screw cap on the computer. Our repair facility will mail to our customer the (1) missing screw cap if they already find one. Our customer agreed. If our customer has any questions or concern they may contact our customer relations department at 855-674-3553.

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research our
customer is already in contact with one of our CEO Representatives and has
advised that a representative from the Software department ([redacted] will call
them and to...

explain what has done to fix the issue of the keyboard and the
touchpad. Currently we’re waiting for a representative from our Software department
to call our customer. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based from the response, [redacted]'s [redacted] are the ones who informed our customer that Toshiba can fix the issue of the unit however, they're from a Third Part Company and they're not authorize to inform our customer on which can be covered or not. Our customer was able to speak with one of our Case Managers, they were already informed that HDD passwords are being set up by the end-user and any Toshiba Notebook won't setup an HDD password automatically and there is a specific software program that is being used to set that up.
In accordance with our Standard Limited Warranty:
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.Software support, fixes or replacement. 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. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties.

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 has explained that refund is not the option in accordance to the standard limited warranty. Our representative has offered  to send the unit to our VIP repair facility to have the fixed and to be evaluated by our  engineers. However our customer declined the offer. 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 THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.

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 the refund that he requested for the recovery media that he ordered to us....

However, TAIS has advised our customer that we cannot provide a refund to the store manager that according to him who paid for the hard drive of his computer, we explained to our customer that the Store and Toshiba has a different channel or process when it comes to a certain issue. Our customer informed us that the unit still has a problem. 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.

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 are lying. Not one attempt to contact me has been made. I want a full refund.
Regards,
[redacted]

A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer complaint. The software department is tasked to provide support on any
internet connectivity issues since this is related to configuration settings on
the computer that only our software technicians will be able to fix over the
phone. Their expertise requires a fee based support. TAIS recommends our
customer calls the tech support hotline to seek assistance on the issue at
hand. If our customer is willing to avail the support from [redacted] department
they may contact at ###-###-####. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Based on our findings, our depot repair facility diagnosed the issue of the computer as physical damage which is not covered by the Standard Limited Warranty of the unit. Our customer can contact...

Toshiba Repair Services (TRS) 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 talk to one of our tech support and case manager and agreed to send in and waive the shipping fee to repair the unit due to "NO POWER" issue with order number TP-10615296 and our customer was quoted for the repair due to out of scope issue (Damage LCD cover & Bottom Case) last 05/03/16, this issue is not covered by Toshiba's Standard limited warranty. Our customer paid for the quoted amount, depot continued the process of repair, completed and unit was delivered last 5/09/2016. The unit was shipped back to our repair depot last 06/10/16 with order number TP-10621299 due to unit is keep shutting down and dots appearing on the top right corner of the screen which was not diagnosed nor reported by the customer on the first repair.  Also, Damage on the  screen is not covered by the standard limited warranty. The last repair was completed and delivered to our customer last Thu 6/16/2016 5:51 pm.  Our depot has a 30 day repair back guarantee.                                   ...⇄ repair that was done on the unit was out of scope repair due to damage  and its considered as out of warranty repair.In accordance to the Standard Limited Warranty of the unit. Toshiba Warranty states on page 2; What Does this Warranty Not Cover? 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. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance. Our customer may contact Toshiba Repair Services at 408-582-0045.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found that our customer was able to speak with one of our case manager and was advised that this case will be forwarded to our order desk department to process a...

replacement. Our customer will receive a call from one of the representatives within 1-2 business days to discuss the process and specification of replacement unit. If the customer has any questions or concern they mat contact as 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.
The company did not offer me any such services. When I spoke with the company they advised that I could purchase telephone support that would try to diagnose the issue. The computer came to me with the issue and when I advised the company of this they said that the only support that could be offered to me free of charge was to do a complete system reboot to factory settings, which I did and the issue was not 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 not received any calls or voicemails from this company.  They claim to have tried to contact me in September but did not respond to the fact that I contacted them on October 27 at the number provided in their response.  They keep transferring me to others and say that they will call me within one to two days.  I waited five days and there still had not been a returned call to me regarding this claim so I rejected their response.  I use only a cell phone and it is with me at all times and I am not in an area where there is no service.  I just want this issue resolved.  This has been over four months ongoing and it needs to be 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 received a call from Toshiba yesterday.  The representative offered to help me send away the laptop for a "VIP repair."  As I had explained in my original complaint, which should have been reviewed by Toshiba, I already had the computer repaired locally at my own expense after the same problems recurred so soon after Toshiba claimed to have repaired the device.  Thus the offer is of no value to me.  I have noted, though, that the offer suggests that Toshiba is aware of the problems at their repair depot, as suggested to me by a previous representative.]
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.I was first told on 7/20/15 that a refund would be "released" that afternoon; no refund as of 8/11/15. I was contacted on 8/7/15 that I will receive a refund.  I am waiting for refund.  If I do not receive it by next billing cycle, I will file a follow-up complaint. 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research our customer was able to speak with one of our case managers and has informed that the issue of the computer is not covered by the standard limited warranty of the unit. TAIS...

found out that the [redacted] Model # [redacted] did not find any defects or part defects based on the standards of the unit. If our customer has any questions or concern they may contact Toshiba repair services at 1-800-438-3910.

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.
Have called and reached out via their acclaim.toshiba.com and am not offered a repair or replacement. This product is the only product I need or want and I have budget conserns to be aware of. Talked to [redacted] 12/30/15 at 10:50 am ref [redacted] and  [redacted] 1/6/16 at 11:20 am. Ref# [redacted] where she stated to process the RMA through the website and that I would be offered an exchange. The exchange option says unavailable and is grayed out. This again is for [redacted] serial number sn [redacted] purchased for $219.99 currently listed at [redacted] for $229.99 or [redacted] for $214.99. Looking for exchange, repair or a check for the purchase price. Thanks,
[redacted] [redacted] [redacted]
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. While the laptop MAY finally be repaired, or replaced this third time, I have lost confidence in this company and their ability to properly respond to repair issues.  They ignored my offer to return the device to them to learn what was wrong with it and maybe improve on it or their repair process.  They also ignored my request to answer how many times a device needs to be returned before they move from behind their legal warrantee shield and correct the situation.  Obviously, this is not a business I can work with so reluctantly I must now ignore them. 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.Thank you for your help in resolving this. 
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.Yes, I did speak with a Rep, and like I said this issue was going on before the trial period ended for the virus detection, so something else may have been wrong. They only assumed that was the issue.
Regards,
[redacted]