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 this case will be forwarded to our Technical support Department and she will
be...
receiving a call from one of our Technical support representatives for them
to perform troubleshooting over the phone to diagnose and fix the issue of the
unit. Our customer agreed to that. If the customer has any questions or
concern they may contact us at ###-###-####, 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 warranty for their computer has already expired on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period. The computer Satellite C55 Model # [redacted] did not find any defects or part defects based on the standards of the unit. Our customer has informed that the battery life is consumable it will last depending on the usage. The problem acquire outside the Standard Limited Warranty and in accordance of the warranty seeing as the customer has exceeded the warranty period they are now responsible for any repairs 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 the broken hinges are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty). As stated in the 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 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.
Our customer can contact Toshiba Repair Services to schedule a repair 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.
[The company has done nothing to acknowledge the lack of customer service I received during the time to attempt to rectify the situation. Toshiba has made no efforts to accommodate the situation . While I understand the complaint was made outside the date of the warranty, the problems occurred during the warranty ]
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 complaint. After doing a research ourcustomer was able to speak with one of our case managers. They reauthorized a repairfor the unit and it will be send back to our depot repair facility for rework.Our customer...
will receive a box that they can use to send the computer goingback to our depot repair facility. The reauthorization repair order numberwould be under [redacted]. Currently the box is already in-transit going toour customer’s location under [redacted] tracking number [redacted]. At this time weconsider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their T.V has already expired since 08/01/12. As per the Standard Limited Warranty our customer has a 1 year limited period. Seeing as the...
customer has exceeded the warranty period they are now responsible for any repairs 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 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)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer has been contacted by one of our representatives
from our order desk department and processed a replacement, however the one the
our...
customer received has some issues with the keys and our representative will
set up a VIP repair for the unit and it will send to our Toshiba engineers to have
it repaired. At this time we consider this matter closed.
How many time does a person have to tell people that we DO NOT have a phone and that email is our means of communication. I do not know what number they are calling. We have not had a phone in over 5 years. I have told them that in the past many times. Guess big business does not have to or need to listen to the customer. The laptop has gone into a constant loop and is not usable. It starts at the normal logo screen saying that it is starting windows. After a short time it goes to the screen where you have options like safe mode, safe mode with networking, etc., and then no matter what option you pick it goes back the start up screen. I needed this for my college work and doing my homework online which I am currently unable to do. So without a reliable stable laptop it makes it extremely difficult to do school work. When I sent it in I told them that the OS needed to be completely reinstalled and NOT refreshed. I told them that I did that many times and it still crashed. NO ONE listens. I have emailed them and also tried to contact them via their website and via facebook and NO ONE will respond. It would have been nice if Toshiba would have reached out to me.
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]
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 business' response is no more than what I got from customer service. Although my tablet has been sent to their technicians, I still have no answer as to whether they will fix it as defective or not. I won't know until their technician contacts me. Therefore, I do not consider the matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research our customer purchased the computer insidethe United States and in accordance to the Standard Limited Warranty of theunit (SLW) this Limited Warranty covers the Product for the...
warranty onlywithin the country where the Product was originally purchased. Our customer wasable to speak with of our case managers and was advised that they can send the computerto our depot repair facility for repair and Toshiba will be the one who will coverthe repair and replacement of the parts of the unit. Our customer will justshoulder the inbound shipping going to our depot repair facility in accordanceto the Standard Limited Warranty (SLW) of the unit. At this time we considerthis matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer spoke to one of our case managers and has offered to send back the unit to our depot repair facility for rework with free shipping and packaging of the unit....
Unfortunately, our customer has declined this offer. Our customer has advised that the refund is not covered/part of the standard limited warranty of the computer. 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 'standard, form response' that continues to be provided is exactly the reason for contacting the Revdex.com. No new knowledge or offer has been espoused by Toshina in their last several replies. My original complaint is still fully relevant and ythe fact that Toshiba considers the matter closed simply reinforces how far removed they are from striving to achieve customer satisfactor with their products and personnel. Quite simply, Toshiba representatives have forgotten why they are there and who they are serving!Regards,[redacted]
A Toshiba America Information
Systems (TAIS) representative has made multiple attempts to contact our
customer by telephone however our customer has not returned any of
correspondence requests. If the customer has any
questions or concern they may contact us at ###-###-####. At this time...
A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience that our customer has experienced. TAIS has offered to send the computer to our Toshiba Engineers repair facility for them to check and diagnose the issue. TAIS has advised our customer that we will send a free box that she can use sending the unit going to our repair facility. Our customer agreed to that offer. Our Toshiba repair facility is currently waiting for the unit for them to diagnose and check it physically. If they found out that the unit is unrepairable it will be automatically subjected for replacement. If the customer has any questions or concern they may contact us at ###-###-####. 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 cannot find any records of our customer on our system under the Name, Phone Number, Email Address, and Address. If our customer has any questions or concerns 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 did receive a call from the Toshiba Rep ([redacted]), last Wednesday morning. He informed me of Toshiba's intention to correct this issue by offering me a replacement but no details were discussed. [redacted] just passed on the information and informed me that another Rep would be calling me in the next day, or two, to discuss the details. I neither accepted nor rejected the offer as there was no specific offer made to me to resolve the problem. As of this note, I have received no additional contact from Toshiba regarding their intentions.
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 am waiting for the technician to be scheduled, ensure the system is repaired and Toshiba does not cancel the warranty after completing the repair. In addition, this response does not address the other part of my complaint around their having cancelled my warranty on my other Toshiba laptop after they repaired it the 1st time. I had asked that Toshiba reinstate the warranty on this system
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.
[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'. I did not cause damage to the unit. The standard warranty reads; "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 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.''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.'That is the extent of the verbiage under the warranty section regarding exclusions. No where in this section does it state that internal screen damage is not covered. Neither my husband nor I misused, abused or otherwise mistreated the laptop. We did not suffer a lightening strike, power surge or other act of God. The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear. The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table. We certainly did no such thing with any knowledge. We have handled this unit in a way that a reasonable person would consider normal use. Simply moving it from one location to another. Toshiba stated that it's policy that all screen damage is denied. This policy does not match with the printed warranty. This damage occurred during the valid warranty period under normal use. It should be covered under the warranty. It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault. Parts fail. For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later. If Toshiba's contention is that this is not possible, then they should update their warranty accordingly. The warranty we received with this unit does not exclude internal screen damage that occurs during normal use. ]
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 advised our customer
that this case will be forwarded to our Technical support Department and she will
be...
receiving a call from one of our Technical support representatives for them
to perform troubleshooting over the phone to diagnose and fix the issue of the
unit. Our customer agreed to that. If the customer has any questions or
concern they may contact us at ###-###-####, 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 warranty for their computer has already expired on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period. The computer Satellite C55 Model # [redacted] did not find any defects or part defects based on the standards of the unit. Our customer has informed that the battery life is consumable it will last depending on the usage. The problem acquire outside the Standard Limited Warranty and in accordance of the warranty seeing as the customer has exceeded the warranty period they are now responsible for any repairs 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 the broken hinges are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty). As stated in the 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 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.
Our customer can contact Toshiba Repair Services to schedule a repair 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.
[The company has done nothing to acknowledge the lack of customer service I received during the time to attempt to rectify the situation. Toshiba has made no efforts to accommodate the situation . While I understand the complaint was made outside the date of the warranty, the problems occurred during the warranty ]
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 complaint. After doing a research ourcustomer was able to speak with one of our case managers. They reauthorized a repairfor the unit and it will be send back to our depot repair facility for rework.Our customer...
will receive a box that they can use to send the computer goingback to our depot repair facility. The reauthorization repair order numberwould be under [redacted]. Currently the box is already in-transit going toour customer’s location under [redacted] tracking number [redacted]. At this time weconsider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their T.V has already expired since 08/01/12. As per the Standard Limited Warranty our customer has a 1 year limited period. Seeing as the...
customer has exceeded the warranty period they are now responsible for any repairs 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 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)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer has been contacted by one of our representatives
from our order desk department and processed a replacement, however the one the
our...
customer received has some issues with the keys and our representative will
set up a VIP repair for the unit and it will send to our Toshiba engineers to have
it repaired. At this time we consider this matter closed.
How many time does a person have to tell people that we DO NOT have a phone and that email is our means of communication. I do not know what number they are calling. We have not had a phone in over 5 years. I have told them that in the past many times. Guess big business does not have to or need to listen to the customer. The laptop has gone into a constant loop and is not usable. It starts at the normal logo screen saying that it is starting windows. After a short time it goes to the screen where you have options like safe mode, safe mode with networking, etc., and then no matter what option you pick it goes back the start up screen. I needed this for my college work and doing my homework online which I am currently unable to do. So without a reliable stable laptop it makes it extremely difficult to do school work. When I sent it in I told them that the OS needed to be completely reinstalled and NOT refreshed. I told them that I did that many times and it still crashed. NO ONE listens. I have emailed them and also tried to contact them via their website and via facebook and NO ONE will respond. It would have been nice if Toshiba would have reached out to me.
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]
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 business' response is no more than what I got from customer service. Although my tablet has been sent to their technicians, I still have no answer as to whether they will fix it as defective or not. I won't know until their technician contacts me. Therefore, I do not consider the matter closed.
Regards,[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research our customer purchased the computer insidethe United States and in accordance to the Standard Limited Warranty of theunit (SLW) this Limited Warranty covers the Product for the...
warranty onlywithin the country where the Product was originally purchased. Our customer wasable to speak with of our case managers and was advised that they can send the computerto our depot repair facility for repair and Toshiba will be the one who will coverthe repair and replacement of the parts of the unit. Our customer will justshoulder the inbound shipping going to our depot repair facility in accordanceto the Standard Limited Warranty (SLW) of the unit. At this time we considerthis matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer spoke to one of our case managers and has offered to send back the unit to our depot repair facility for rework with free shipping and packaging of the unit....
Unfortunately, our customer has declined this offer. Our customer has advised that the refund is not covered/part of the standard limited warranty of the computer. 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 'standard, form response' that continues to be provided is exactly the reason for contacting the Revdex.com. No new knowledge or offer has been espoused by Toshina in their last several replies. My original complaint is still fully relevant and ythe fact that Toshiba considers the matter closed simply reinforces how far removed they are from striving to achieve customer satisfactor with their products and personnel. Quite simply, Toshiba representatives have forgotten why they are there and who they are serving!Regards,[redacted]
A Toshiba America Information
Systems (TAIS) representative has made multiple attempts to contact our
customer by telephone however our customer has not returned any of
correspondence requests. If the customer has any
questions or concern they may contact us at ###-###-####. At this time...
we
consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience that our customer has experienced. TAIS has offered to send the computer to our Toshiba Engineers repair facility for them to check and diagnose the issue. TAIS has advised our customer that we will send a free box that she can use sending the unit going to our repair facility. Our customer agreed to that offer. Our Toshiba repair facility is currently waiting for the unit for them to diagnose and check it physically. If they found out that the unit is unrepairable it will be automatically subjected for replacement. If the customer has any questions or concern they may contact us at ###-###-####. 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 cannot find any records of our customer on our system under the Name, Phone Number, Email Address, and Address. If our customer has any questions or concerns 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 did receive a call from the Toshiba Rep ([redacted]), last Wednesday morning. He informed me of Toshiba's intention to correct this issue by offering me a replacement but no details were discussed. [redacted] just passed on the information and informed me that another Rep would be calling me in the next day, or two, to discuss the details. I neither accepted nor rejected the offer as there was no specific offer made to me to resolve the problem. As of this note, I have received no additional contact from Toshiba regarding their intentions.
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 am waiting for the technician to be scheduled, ensure the system is repaired and Toshiba does not cancel the warranty after completing the repair. In addition, this response does not address the other part of my complaint around their having cancelled my warranty on my other Toshiba laptop after they repaired it the 1st time. I had asked that Toshiba reinstate the warranty on this system
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.
[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'. I did not cause damage to the unit. The standard warranty reads; "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 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.''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.'That is the extent of the verbiage under the warranty section regarding exclusions. No where in this section does it state that internal screen damage is not covered. Neither my husband nor I misused, abused or otherwise mistreated the laptop. We did not suffer a lightening strike, power surge or other act of God. The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear. The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table. We certainly did no such thing with any knowledge. We have handled this unit in a way that a reasonable person would consider normal use. Simply moving it from one location to another. Toshiba stated that it's policy that all screen damage is denied. This policy does not match with the printed warranty. This damage occurred during the valid warranty period under normal use. It should be covered under the warranty. It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault. Parts fail. For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later. If Toshiba's contention is that this is not possible, then they should update their warranty accordingly. The warranty we received with this unit does not exclude internal screen damage that occurs during normal use. ]
Regards,
[redacted]