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.  For your reference, details of the offer I reviewed appear below. I am rejecting Toshiba's response because it shows lack of responsibility for a product that came with a 1-year warranty pamphlet, proof of which I had submitted as an attachment. Hence, the company is double-talking (through internet subterfuge) its way out of its original warranty, evidence that it has lost its edge as an electronic manufacturer. Are they really that incompetent to not be able to fix their own product? I'm now telling my friends that such products don't even last one year (i.e., "[redacted]"). Hence, I won't be buying anything else from Toshiba, unless they "man up" and meet their warranty responsibility. I’ll be waiting for the class-action lawsuit against them, which is likely coming. Sincerely, [redacted]

A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer complaint. After doing a research in accordance to the standard
limited warranty of the unit any packaging, shipping charges, insurance, taxes
and duties associated with the transportation of the Product or original CRU
(Customer Replaceable Parts Service) to the service center or provider. Our customers
are responsible for appropriately packaging the Product. The unit arrived in
our depot repair facility last 05/19/2015 and the parts that were needed to be
replace was in backorder and the unit was on-hold in our repair facility. Our
customer was able to speak with one of our corporate representatives and been
advised that the unit will be sent back to our customer. Based on our records
the unit has been repaired and was delivered last Thur. 6/18/2015 11:57 am
under [redacted] tracking no. [redacted]. 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’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). If our customer has any question or...

concerns they may contact our Technical Support Department. 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 NEVER ACCEPTED ANY OFFER FROM TOSHIBA AND ALWAYS INSISTED THAT THEY TREAT ME AS A SENIOR CITIZEN FAIRLY.  THEY HAVE NOT FULLFILLED THEIR COMMITMENT IN HONORING THEIR WARRANTY.  IT IS TRULY SAD THAT WHEN YOU BUY A PRODUCT FROM TOSHIBA THAT THEY FAIL TO STAND BEHIND THEIR PRODUCTS.  I WAS NOT COMPENSATED ACCORDING TO THEIR WARRANTY GURANTEE. ]
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. TAIS has confirmed that the unit will be sent to our VIP Repair Facilities to be fixed. TAIS has apologized for any inconvenience that the customer has experienced and assured the customer that...

the unit will be fixed and be back in its functional state. If our customer has any questions or concerns, they may contact us at 855-674-3553 from 8am-8pm EST from Mondays to Fridays.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a...

research TAIS found out that the battery for our customer was already delivered last Monday,  02/13/2017 at 11:06 A.M under UPS tracking number [redacted]. If the customer has any questions or concern they may call us 855-674-3553.

A Toshiba America Information System (TAIS) representative has made multiple attempts contacting our customer via phone. However, got rerouted to a Voice Mail. We will still try to reach him the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up with us, they can 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
I still believe that Toshiba America Information Systems
(TAIS) are ignoring the key points in my original complaint, and that their
most recent response highlights thisI have been very clear in my position
that I was not made aware of the lack of International Warranty Coverage prior
to, or at the point of purchase, nor was I offered such an option at any point
I will state again that I was never provided with any warranty information
prior to purchase
I have stated previously that I believe that TAIS failed in
their federal obligations to provide me with the knowledge that my warranty
lacked such coverage prior to purchase, as is covered by the FTC Pre-Sale Availability
Rule (C.F.RPart 702), which would have allowed me to make an informed
decisionThe fact that TAIS's most recent response states, "The warranty
entitlements are stated on that specific document once our customer unboxes the
unit", highlights this point, and
I believe demonstrates from TAIS an omission that they have failed to make the
consumer (in this case myself) aware of the coverage details prior to purchase
Furthermore, TAIS's
statement "Our customers should be aware about their warranty coverage as a
consumer's obligation" is irrelevant, as TAIS have already admitted
themselves earlier in their response that they failed to provide warranty
information prior to purchaseThis in turn means that TAIS failed in their federal
obligations by not informing me before purchase that their warranty did not provide
international warranty coverageSecondly TAIS also therefore failed to allow
me to compare warranty coverage with other similar products from other manufacturers,
which may have provided the cover I expected, another manufacturer obligation
that is expected under The Magnuson-Moss ActThirdly on this point, The Magnuson-Moss
Act does not require any obligations on the consumer with regard to ensuring
the warrantor (in this case TAIS) provides the consumer with the necessary information
As such, TAIS's statement is not correct, as TAIS have already failed in making
aware the warranty coverage at the point when it mattered, prior to purchaseI
have stated previously that I asked about the warranty at the time of purchase,
and was not provided with the information that TAIS now rely on, that my
warranty did not cover internationally
I have also stated
previously that I do not believe that TAIS intends to provide international
warranty coverage at allDuring my phone conversations with TAIS their
representatives attempted to pass blame onto me for failing to purchase
international warranty coverage, something I continue to dispute as I was not
made aware of this as an optionHowever, when looking at TAIS's website ("[redacted]"), which
they have provided in their response, their Extended Plan which offers ‘Extends
your access to 24xexpert technical assistance from the Toshiba Global Support
Centre', then states in the warranty contract their it does not provide
coverage outside the United StatesAs such I believe that their supposed
international coverage option is deceptive and against federal law, the full argument
for which I outlined previously in my letter to TAIS on 3rd June
2015, and which was attached in my previous rebuttal to TAIS
Finally, TAIS
continue to impose conditions on me, the consumer, with regards to ensuring a
satisfactory outcome to this caseTAIS have already stated in my phone
conversations with them that the faulty product is a model that can be repaired
in the United Kingdom, yet they continue to impose conditions that I return it
to the United States at great expense and inconvenience to myselfI believe that my current expectation of a full refund to be entirely reasonable, given TAIS's failure to take my case seriously, most notably by failing to respond until I made my complaint through the Revdex.comIn my original letter on 3rd June 2015, I outlined a number of expectations that I felt were entirely reasonableBy ignoring these suggestions I now have lost confidence in TAIS, and so believe that a full refund to be a satisactory outcomeI have been without a functioning computer since May 2015, and TAIS continue to delay and fail in their obligations to act within a reasonable timeframe. Until TAIS
acknowledge their failings under The Magnuson-Moss Act, as they have somewhat
in their most recent response, then I will continue to be dissatisfied by their
stance that I must burden unreasonable duties to secure remedy to my dispute. I refuse to accept the case to be closed until such grievences are rectified by TAIS
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 with one of our case managers and apologized for the inconvenience our customer has experienced. Currently our case managers doing their investigation at the same time coordinating with depot repair facility to solve our customer's on going case. If the 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's complaint. After doing a research TAIS found out that our customer has been contacted by one of our order desk representative. Our representative provided our customer two(2) options, they offered  a brand new upgraded replacement computer or a pro-rated refund that would be based on the Fair Market Value wherein the price of the computer depreciate per month depending on how many months they owned the unit. However our customer declined the offer. Our customer was informed that the offer is already final and still open. If our customer has any questions or concern they may contact at 800-618-4444. 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.The initial and ONLY reason that I posted my complaint was so it would be posted on Toshiba's Revdex.com complaint record so that others could see how incredibly awful, difficult, and utterly unhelpful Toshiba's customer service really is. That is all. I DO NOT want to contact Toshiba's claim department EVER AGAIN, and hope that I never have to deal with their complete and utter incompetence ever again. That is why until my complaint has been posted to Toshiba's Revdex.com account, I will not consider this complaint "resolved". I am not asking for anything else, other than other's be made aware of the dreadful experience I had with Toshiba's customer service and claims department.
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 to one of corporate representative and was informed that his case will be endorse to our order desk department to provide him a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at 877-421-7070. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. We tried reaching our customer however, got rerouted to a Voice Mail. We will still try to reach her on the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up on us, they can reach our customer relations at 855-674-3553 to provide the best day and time for us to reach them to discuss this concern.

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 last 2/18/2016 and has advised that they are going to receive the refund by the 2nd until 3rd week of march via [redacted] debit card. Our customer accepted and agreed to the timeframe that has provided. 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 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 phone call from Toshiba, he told me that he would like to solve my problem,  I told him that I need a laptop for my job, and I request to replace a same kids of laptop.  However, he said Toshiba would like to check problems on my laptop for 7-10 days.   Please review my previous email, Toshiba has already checked my laptop several time but can not solve the problem.  In the other words, Toshiba didn't care of customer.  One more example is, Toshiba told me that I should received a shipping package within 1-2 days for [redacted],  Now 4 days pass, and I never receive any shipping package from [redacted].  Something wrong about Toshiba Management, I hope top manager of CEO could read my complaint.  I believe that CEO of Toshiba should know about it!
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 connected to our Plus Care department, a fee based support who handles software issues.Our customer was able to speak with one of the representative and explained that the issue that he is encountering on his computer wherein the SD Card Reader is not being recognize,after doing some trouble shooting step they found out that there was no SD Host adapter that is being recognize that is why they advise the customer that this might be a possible Hardware issue wherein the best thing that they can do is to send the computer in for repair to one of our Authorize Service Provider to have the computer be properly check physically.

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 representatives and was informed that the issue of the computer is out of scope due to physical...

damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services at 800-438-[redacted]. 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.
Toshiba can refer to its website all it wants, but the warranty that [redacted] gave me for my Toshiba product stated (both verbally and in writing) that I had a 1-year warranty for my DVD/VCR player. Otherwise, I wouldn't have bought it in the first place. So this really is consumer fraud.
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 connected to our Plus Care department, a fee based support who handles software issues. They explained to our customer the process and the troubleshooting steps that they are going to provide. However, our customer declined the offer. Even the unit is in warranty in accordance with the Standard Limited Warranty on the unit; Software support, fixes or replacement. Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during 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-Toshiba manufacturers, suppliers or publishers may offer their own warranties. If our customer has any questions or concern they may contact at 888-933-0322.

After doing a research when our customer spoke to our technical support department he was advised that they need to replace the battery of the computer because based on the diagnostic and symptoms of the problem it is really obvious that the battery is the issue of the computer and we cannot not even say that the battery is defective after owning the computer for 3 years because battery is considered as consumable part of the unit. Our customer was advised that replacement is not possible because the warranty of the computer was already expired since March 2014. The Toshiba Limited Warranty Period for the rechargeable battery included with the Product is one (1) year from the date of your purchase. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.