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 tried the passwords for my Toshiba account, plus the Product ID and serial number of my computer. I had the name wrong. It is "[redacted]," not "[redacted] 1." Thye Product ID is [redacted].Since this is workmanship problem, not a software problem, the warranty does not apply. No one who sees this computer can believe how it fell apart with light usage in a home. Everyone who sees it says they will never [redacted] a Toshiba product. It started falling apart a month after the warranty expired, when a screw fell out. A technician replaced the screw. Then that screw and some others must have fallen out unnoticed. I believe the fan has now stopped working.I registered this computer when I first got it, and again after a Recovery. I am really upset that this account is no longer there. Toshiba must have deleted it.
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 was able to speak to one of our case manager representatives. The representative processed resending another recovery media to our customer under...
[redacted] tracking number [redacted] and the unit was delivered to our customer location Feb. 17, 2015 10:39 AM MT. 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 customer’s Tablet received in our repair facility last 02/24/2015 and they processed the repair in accordance of the standard limited warranty of the unit. TAIS has shipped the unit back to our customer and it was delivered Tuesday 03/03/2015 10:49am under the FedEx tracking number [redacted]. If the customer has any questions or concern they may contact us 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.
I was contacted by a Toshiba representative. They called late last Friday afternoon. I was questioned about the computer. I got the impression that the questions asked implied that I have misused the product. I was told by a repair center associate that the warranty basically assumes the consumer has misused the product and they will be charged. The warranty is not often upheld. My worry is that I am going to send in my laptop and they are going to say that the computer was been dropped, misused, etc. and I will be responsible to pay the repair cost. The repair cost is twice the cost of the laptop.I was not offered the option to get a refund. When I initially filed this complaint, my preferred resolution was to get a refund. I am thoroughly displeased with Toshiba and the product. I do not consider this case closed until I either get a refund OR the laptop is fixed without a fee.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hinge. The Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired. 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.
This is the exact discussion I had with Toshiba multiple times. I have been telling them that the laptop has been overheating after the error message about cooling system failing. They keep saying the broken screen is not related overheating which is exactly what I am disputing. I sent the laptop for repair and they fixed the cooling fan related problem and refused to fix the broken screen unless I pay $490. They have not even put any effort to do the required testing and confirm if a laptop screen can break because of overheating. After they fixed the cooling fan problem the laptop no longer overheats but the touch screen completely stopped working. My issue is not resolved and Toshiba has not made any good faith effort to resolve the issue
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. Case number [redacted]When...
I answer the phone from phone number [redacted] the person calling hangs up. When I try calling the number I get a recording that the number is wrong. So the business is full of it when they say that they have tried to resolve this
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and they processed a depot repair order for the unit to have it check and diagnose by our technicians. At this time we...
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer was out of warranty since 05/11/2014 however, TAIS has been provided and process a [redacted] repair last 06/23/2014 as a onetime courtesy repair for our...
customer's unit and it was shipped back repaired last 07/15/2014 under FedEx tracking number. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research our
customer was able to speak to one of our case managers and has informed that
Toshiba did not provide a loaner computer in accordance to the standard limited
warranty....
Our representative created a depot repair order for the unit and currently
our customer is waiting for the box that they can use sending their computer to
our depot repair facility to have it diagnose and fixed under FedEx tracking
number [redacted]. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer reported the Driver issue outside the warranty and in accordance of the Standard Limited Warranty of the computer seeing as the customer has exceeded the warranty...
period they are now responsible for any/and or technical assistance. 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.In this warranty statement the declare that the software boot-up is available at their web-site. IT IS NOT AVAILABLE OF THE MACHINE TOSHIBA SOLD ME! That is the issue. I would have purchased it if it was available.
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]
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.#[redacted] Complaint Type: Business Complaint I need to respond more thoroughly to the Rejection of the Complaint by Toshiba on 08/21/2015 My husband called Toshiba Support and they told him it was REQUIRED that service was done over the phone. Toshiba Support then took over my husbands laptop remotely. Toshiba support then backed-up the external hard drive. My husband did NOT refuse to back it up. Toshiba backed it up. Toshiba thought it was a software problem. My husband did not think USB ports weren't working due to software problem. He told them he thought it was a hardware problem. Toshiba charged my husband $70.00 for the software service-reduced from $90.00 charge Toshiba wanted because my husband told Toshiba he did not think a software service was necessary. Toshiba took over the laptop for seven hours and did not fix a thing. Then Toshiba did a factory reset-meaning all information was wiped clean. That is why it was backed-up. So the information and files could be put back. Back-up was NEVER REFUSED. Then Toshiba charged $30.00 to have the laptop sent to them for examination. It was sent to find out why the USB ports did not work. Instead Toshiba told him he could have the hinges fixed for $70.00. My husband said he would pay $70.00 for the hinges, but the main problem was the USB ports. When my husband called to authorize repair of the hinges, Toshiba then finally addressed the USB ports (the main issue). Toshiba told my husband he would need a new motherboard which would cost $750.00. Of course, since we have a two year warranty and the hardware a/k/a motherboard stopped working after less than a year, it should be covered. Furthermore, they want to charge $750.00 for a part when the laptop cost about $500.00 new. My husband still wanted the hinges fixed, but was told the laptop would have to returned to him and the sent back to Toshiba!? Toshiba generously sent back the unfixed, broken laptop back to my husband free of charge.Would like the 15.6 Satellite Toshiba laptop replaced or at the very least repaired for free. An apology for extremely poor customer service would also be nice.
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 been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer 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 order desk representative to discuss the process and the specification of the replacement computer. If the customer has any questions or concern they may call us at 949-461-4321 or they can 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's computer was already out of warranty since last June of 2015. Our customer was able to speak with one of our case managers and they found out that the last repair of the unit was made before the warranty expired last (Jun 17, 2015) and in accordance to the Standard Limited Warranty of the computer Toshiba has a one (1) year "Limited Warranty Period" after the date it was purchase. 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 [redacted].What Does Your Warranty Cover? Toshiba America Information Systems, Inc. (“Toshiba”) warrantsthat the Toshiba branded product you purchased for your end use (“Product”) is free from defects inmaterials and workmanship under normal use during the Limited Warranty Period. This LimitedWarranty covers the Product for warranty service only within the country where the Product wasoriginally purchased and only covers Products purchased as new.How Long Does This Warranty Last? One (1) year after the date of your purchase (“LimitedWarranty Period”). The Limited Warranty Period for the rechargeable battery included with theProduct is one (1) year from the date of your purchase.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 leastequivalent 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 forthirty (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) THERESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.
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 reason that I am rejecting this offer is because I want
this to remain open until I get my computer back and have time to inspect it, due
to the fact that last time my laptop went in for a simple repair at a different
repair facility came back damaged. There are only two reasons that I accepted
that offer. One of those reasons were that they did not provide me with an
alternative choice, except for rejecting the offer and parting ways. And the
second reason was that it was going to be sent to a different repair facility,
(which was close to my home, I am not sure why they didn’t send it there for
the first repair). When I started this process, the original case managers that
I talked to said that they would provide the best “options” for me to resolve this matter. I already knew what
was going to happen and have told the case managers that I worked with that
sending it back for repair would not be something that I would accept. Fast forward to over a month later, having 5
case managers, a supervisor (who does not take calls), and a depot manager, the
repair facility in [redacted] finally responded and the case manager that I spoke
to told me that the only option you
have is to send it right back to the repair depot, (who lost my computer for a
month and damaged it). Really?! No way was I going to accept that offer. I
rejected that offer and the case manager told me there is nothing else that he
can do but to keep that option available open for a short time in case I
changed my mind and hung up the phone. Wow really?! Great customer service you
have Toshiba. Then about a week later, I was able to talk to [redacted], the Revdex.com coordinator
for Toshiba and ultimately came to an agreement to send the computer to a
different repair facility, which still does not make me happy. It is not fair
that I or anyone else dealing with Toshiba has to go through this ridiculous
process of having to call Toshiba countless times to get a problem that Toshiba
and its repair depot in [redacted] caused, due to negligence, solved. And it is apparently impossible to get a hold
of anyone at their corporate office. The have a ton of people that work at
their corporate office and no one can take a call about a serious matter?
Really?! Are they afraid of talking to me or anyone else that has serious
problems that they caused or are they just so arrogant that they do not feel sympathy
for anyone? I would love to know from someone high up at Toshiba or TAIS, if they
think that my situation and how they treat other people is acceptable in any
way. I will give the repair facility a chance, but honestly, I should not have
to, due to Toshiba breaking promises and my trust so many times before and
kicking me to the curb repeatedly.
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 System (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 the our website is already updated and she can successfully process ordering the recovery media...
for her computer and TAIS has advised our customer after she processed ordering the recovery media on our website TAIS will process a full refund for the amount that she paid. Our customer agreed. If the customer has any questions or concern they may contact us 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.
I have tried the passwords for my Toshiba account, plus the Product ID and serial number of my computer. I had the name wrong. It is "[redacted]," not "[redacted] 1." Thye Product ID is [redacted].Since this is workmanship problem, not a software problem, the warranty does not apply. No one who sees this computer can believe how it fell apart with light usage in a home. Everyone who sees it says they will never [redacted] a Toshiba product. It started falling apart a month after the warranty expired, when a screw fell out. A technician replaced the screw. Then that screw and some others must have fallen out unnoticed. I believe the fan has now stopped working.I registered this computer when I first got it, and again after a Recovery. I am really upset that this account is no longer there. Toshiba must have deleted it.
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 was able to speak to one of our case manager representatives. The representative processed resending another recovery media to our customer under...
[redacted] tracking number [redacted] and the unit was delivered to our customer location Feb. 17, 2015 10:39 AM MT. 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 customer’s Tablet received in our repair facility last 02/24/2015 and they processed the repair in accordance of the standard limited warranty of the unit. TAIS has shipped the unit back to our customer and it was delivered Tuesday 03/03/2015 10:49am under the FedEx tracking number [redacted]. If the customer has any questions or concern they may contact us 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.
I was contacted by a Toshiba representative. They called late last Friday afternoon. I was questioned about the computer. I got the impression that the questions asked implied that I have misused the product. I was told by a repair center associate that the warranty basically assumes the consumer has misused the product and they will be charged. The warranty is not often upheld. My worry is that I am going to send in my laptop and they are going to say that the computer was been dropped, misused, etc. and I will be responsible to pay the repair cost. The repair cost is twice the cost of the laptop.I was not offered the option to get a refund. When I initially filed this complaint, my preferred resolution was to get a refund. I am thoroughly displeased with Toshiba and the product. I do not consider this case closed until I either get a refund OR the laptop is fixed without a fee.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hinge. The Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired. 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.
This is the exact discussion I had with Toshiba multiple times. I have been telling them that the laptop has been overheating after the error message about cooling system failing. They keep saying the broken screen is not related overheating which is exactly what I am disputing. I sent the laptop for repair and they fixed the cooling fan related problem and refused to fix the broken screen unless I pay $490. They have not even put any effort to do the required testing and confirm if a laptop screen can break because of overheating. After they fixed the cooling fan problem the laptop no longer overheats but the touch screen completely stopped working. My issue is not resolved and Toshiba has not made any good faith effort to resolve the issue
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. Case number [redacted]When...
I answer the phone from phone number [redacted] the person calling hangs up. When I try calling the number I get a recording that the number is wrong. So the business is full of it when they say that they have tried to resolve this
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and they processed a depot repair order for the unit to have it check and diagnose by our technicians. At this time we...
consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer was out of warranty since 05/11/2014 however, TAIS has been provided and process a [redacted] repair last 06/23/2014 as a onetime courtesy repair for our...
customer's unit and it was shipped back repaired last 07/15/2014 under FedEx tracking number. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research our
customer was able to speak to one of our case managers and has informed that
Toshiba did not provide a loaner computer in accordance to the standard limited
warranty....
Our representative created a depot repair order for the unit and currently
our customer is waiting for the box that they can use sending their computer to
our depot repair facility to have it diagnose and fixed under FedEx tracking
number [redacted]. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer reported the Driver issue outside the warranty and in accordance of the Standard Limited Warranty of the computer seeing as the customer has exceeded the warranty...
period they are now responsible for any/and or technical assistance. 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.In this warranty statement the declare that the software boot-up is available at their web-site. IT IS NOT AVAILABLE OF THE MACHINE TOSHIBA SOLD ME! That is the issue. I would have purchased it if it was available.
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]
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.#[redacted] Complaint Type: Business Complaint I need to respond more thoroughly to the Rejection of the Complaint by Toshiba on 08/21/2015 My husband called Toshiba Support and they told him it was REQUIRED that service was done over the phone. Toshiba Support then took over my husbands laptop remotely. Toshiba support then backed-up the external hard drive. My husband did NOT refuse to back it up. Toshiba backed it up. Toshiba thought it was a software problem. My husband did not think USB ports weren't working due to software problem. He told them he thought it was a hardware problem. Toshiba charged my husband $70.00 for the software service-reduced from $90.00 charge Toshiba wanted because my husband told Toshiba he did not think a software service was necessary. Toshiba took over the laptop for seven hours and did not fix a thing. Then Toshiba did a factory reset-meaning all information was wiped clean. That is why it was backed-up. So the information and files could be put back. Back-up was NEVER REFUSED. Then Toshiba charged $30.00 to have the laptop sent to them for examination. It was sent to find out why the USB ports did not work. Instead Toshiba told him he could have the hinges fixed for $70.00. My husband said he would pay $70.00 for the hinges, but the main problem was the USB ports. When my husband called to authorize repair of the hinges, Toshiba then finally addressed the USB ports (the main issue). Toshiba told my husband he would need a new motherboard which would cost $750.00. Of course, since we have a two year warranty and the hardware a/k/a motherboard stopped working after less than a year, it should be covered. Furthermore, they want to charge $750.00 for a part when the laptop cost about $500.00 new. My husband still wanted the hinges fixed, but was told the laptop would have to returned to him and the sent back to Toshiba!? Toshiba generously sent back the unfixed, broken laptop back to my husband free of charge.Would like the 15.6 Satellite Toshiba laptop replaced or at the very least repaired for free. An apology for extremely poor customer service would also be nice.
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 been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer 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 order desk representative to discuss the process and the specification of the replacement computer. If the customer has any questions or concern they may call us at 949-461-4321 or they can 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's computer was already out of warranty since last June of 2015. Our customer was able to speak with one of our case managers and they found out that the last repair of the unit was made before the warranty expired last (Jun 17, 2015) and in accordance to the Standard Limited Warranty of the computer Toshiba has a one (1) year "Limited Warranty Period" after the date it was purchase. 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 [redacted].What Does Your Warranty Cover? Toshiba America Information Systems, Inc. (“Toshiba”) warrantsthat the Toshiba branded product you purchased for your end use (“Product”) is free from defects inmaterials and workmanship under normal use during the Limited Warranty Period. This LimitedWarranty covers the Product for warranty service only within the country where the Product wasoriginally purchased and only covers Products purchased as new.How Long Does This Warranty Last? One (1) year after the date of your purchase (“LimitedWarranty Period”). The Limited Warranty Period for the rechargeable battery included with theProduct is one (1) year from the date of your purchase.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 leastequivalent 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 forthirty (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) THERESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.
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 reason that I am rejecting this offer is because I want
this to remain open until I get my computer back and have time to inspect it, due
to the fact that last time my laptop went in for a simple repair at a different
repair facility came back damaged. There are only two reasons that I accepted
that offer. One of those reasons were that they did not provide me with an
alternative choice, except for rejecting the offer and parting ways. And the
second reason was that it was going to be sent to a different repair facility,
(which was close to my home, I am not sure why they didn’t send it there for
the first repair). When I started this process, the original case managers that
I talked to said that they would provide the best “options” for me to resolve this matter. I already knew what
was going to happen and have told the case managers that I worked with that
sending it back for repair would not be something that I would accept. Fast forward to over a month later, having 5
case managers, a supervisor (who does not take calls), and a depot manager, the
repair facility in [redacted] finally responded and the case manager that I spoke
to told me that the only option you
have is to send it right back to the repair depot, (who lost my computer for a
month and damaged it). Really?! No way was I going to accept that offer. I
rejected that offer and the case manager told me there is nothing else that he
can do but to keep that option available open for a short time in case I
changed my mind and hung up the phone. Wow really?! Great customer service you
have Toshiba. Then about a week later, I was able to talk to [redacted], the Revdex.com coordinator
for Toshiba and ultimately came to an agreement to send the computer to a
different repair facility, which still does not make me happy. It is not fair
that I or anyone else dealing with Toshiba has to go through this ridiculous
process of having to call Toshiba countless times to get a problem that Toshiba
and its repair depot in [redacted] caused, due to negligence, solved. And it is apparently impossible to get a hold
of anyone at their corporate office. The have a ton of people that work at
their corporate office and no one can take a call about a serious matter?
Really?! Are they afraid of talking to me or anyone else that has serious
problems that they caused or are they just so arrogant that they do not feel sympathy
for anyone? I would love to know from someone high up at Toshiba or TAIS, if they
think that my situation and how they treat other people is acceptable in any
way. I will give the repair facility a chance, but honestly, I should not have
to, due to Toshiba breaking promises and my trust so many times before and
kicking me to the curb repeatedly.
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 System (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 the our website is already updated and she can successfully process ordering the recovery media...
for her computer and TAIS has advised our customer after she processed ordering the recovery media on our website TAIS will process a full refund for the amount that she paid. Our customer agreed. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.