A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will send her computer to our VIP repair to have it repaired for free. TAIS has advised our customer...
that she will receive a box that she can use sending the computer to our Toshiba Engineers repair facility. 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 found out that our customer’s unit was already out of warranty. Our customer’s unit encountered an issue that the unit was locking up / hangs last March 2015 and from there they found out that Re-imaging the Hard Disk Drive will resolve the problem. Our customer was offered to setup a repair with Toshiba Repair Services, as our Out of Warranty Services however, the customer declined. 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 will respond in kind by shipping said laptop to the engineers and await their report on the unit. Until that time I will not consider this matter resolves nor will I forget the treatment my wife and I had to endure in order to receive help from Toshiba USA Corporate office. Once the results of the diagnosis from the engineers at Toshiba USA have been received and reviewed by corporate, My Wife and myself we will determine where to go from then. I will not consider this matter resolved until my belongings have been returned to me with a replacement (new) Laptop.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.To Whom It May Concern,I never denied receiving the email you described. As a matter of fact, I referred to it in the original complaint. Something our esteemed Toshiba "Rep" seems to have neglected to read through. Although it's really nice you consider the matter closed, I Don't. Yes, you sent me an email saying the promo code was not supposed to work with the hard drive I picked. That still doesn't answer why it DID work when it wasn't supposed to. Its amazing all this "rep" did was regurgitate the same line the online chat rep, and the phone rep gave. You offered no explanation of value, nor any way to rectify the situation. Again, if the code was not supposed to work with the product I picked, why DID it work? Why did the same code not work on another product I looked at with a message saying "this code can't be used with this item" but it worked just fine on the item I was looking to buy. That's not my problem the code worked. That is on your engineer/site manager/code monkey or whatever you want to call them, but it is certainly not mine. I checked out and [redacted] took my money and held it for 3 days. That was 3 days time and money lost. YOU inconvenienced ME because of it. Your site engineer, your support reps, and now you are costing me by conducting horrible business. Does anyone at Toshiba even know what good business is? Or did everyone that did know what that was leave a few years ago and that explains why Toshiba isn't anywhere near the Top 3 PC manufacturers worldwide? I'm going to go with the latter, because Toshiba has been steadily swirling down the drain for a while now. Tell me, when an employee makes a mistake, is it normal practice to inconvenience your customers because of it instead of taking the hit and potentially gaining happy customers? Or do you like losing market share to [redacted], and [redacted]? I would like all these questions answered, or at the very least, answer my original question with more thought put into it than that pathetic excuse of a response your "rep" sent. Your company was in the wrong, you guys screwed up. This business model will not end well for you. You should be looking to appease customers and take responsibility for your own problems, not put the ownership of the problem back on the customers that you have been losing in droves the past several years. Give me a proper answer, one that makes sense. Thank you,[redacted]P.S. My best friend in college is a writer on [redacted]. She told me to let her know how my complaint goes, as she wants to include it in a piece on the blog's opinion section. Something about bad business practices that are bringing down once mighty PC manufacturers (Like [redacted], since you two are in the same boat). You are providing some stellar material for it, so keep it up! :)
Regards,
[redacted]
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.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer called our technical support department after receiving the computer came from our Depot repair facility and our customer was assisted regarding...
the error message and the No Boot issue of the unit. Our customer was offered to send the unit back to our Depot repair facility for rework to address the issues after the first repair. Our customer agreed to that offer. At this time we consider this matter closed.
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been assisted by one of our senior case managers and has advised that the refund for his computer is not the option and our customer has offered a free shipping as...
a onetime courtesy and process Depot repair order so our customer’s computer will be send to our depot repair facility to have it fixed. 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 informed that in accordance to the Standard Limited Warranty any physical and accidental damage is not covered under it. Therefore, our customer is responsible now...
for the repair cost of the unit that they have. 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 am very shocked to learn that Toshiba's warranty does not cover anything "plastic." The computer is mostly made of plastic! It is difficult to read the language in a warranty when shopping in a crowded store. If I had read that, I wouldn't have purchased the computer at all.I hope this complaint and Toshiba response will be available on the Revdex.com website for future laptop computer purchasers to read.
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.[It was out of warranty but sold under false pretenses, being manufactured for [redacted] and not the standard quality I have been used to over the years in Toshiba. It sounds like they will do nothing, but I will publish the pictures of my broken machine. So sad, and I thought they were a reputable company. I sit here typing on my laptop with a monitor plugged in, the only way I can use it. I am going to continue publishing about this and publish the pictures of the defects in the hinges and the poor quality. I still think they should at least refund my money. I paid over $700 for it. I will accept half of the that, $350 dollars. ]Regards,[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their television has already expired on 04/30/13. And 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's complaint after doing a research TAIS found out that the manager of the store called us last 3/24/2016 and he informed us that the unit still has a hard drive issue after our customer received it from our depot repair facility. TAIS has advised them that we cannot send a hard drive for the unit, but we can send a box with a shipping label for them to send the unit to our repair facility for rework. However, our customer declined the offer. Our customer called us to inform that the store manager already paid to replace the hard drive of the unit, TAIS has advised our customer that we cannot provide or reimburse the amount that the store manager paid for the hard drive. This action that has taken is the own discretion of the store and not part of the standard limited warranty of the unit. TAIS has explained to our customer that the Store and Toshiba has a different channel or process when it comes to this certain issue. 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.a notebook computer shipped to this firm for repair was lost in transit. I am asking for an additional $100 compensation for this company for the balance of my loss that was not reimbursed by [redacted]. Toshiba assigned an incident number [redacted]. this was done on January 27th of this year. Since then I have called at least once a week to track the progress of this claim. two months ago I was told that a payment would be made in eight to ten days. yesterday I was told that the payment is in process and would be sent to me in four to eight weeks. previously, I reported this problem to your Revdex.com # [redacted] which Toshiba ignored.a refund of $100.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer's unit was repaired last 11/03/2015 and delivered to our customer's location last 11/06/2015. After more than a moth our customer called us...
01/17/2016 to report an issue with the unit. Our customer was able to speak with one of our technical support representative and they found out that the computer has a software issue. Our representative has offered to process troubleshooting on the unit, however our customer declined. Based on our records the computer has a software issue that can be resolved by performing troubleshooting and run some diagnostic program. If our customer has any questions or concern they may contact us at 855-674-3553.
A Toshiba America Information Systems (TAIS) representative has been contacted our customer via email. TAIS has apologized for the inconvenience that this issue has caused our customer. TAIS has advised our customer that we will continue to investigate and provide proper action putting in place to avoid this in the future. 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 manager representatives and was
informed that replace is not the option however they provided a repair for the
unit in...
accordance to the standard limited warranty of the computer and advised
that our technicians will diagnose the problem and have it repaired. The unit
was received in our facility last 04/06/2015 and currently the repair status of
the unit is waiting for the parts to be delivered. 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.
Regards,
[redacted]
The VGA port issue was due to faulty soldering not neglect, misuse nor abuse. While the monetary sum at the time was not great the issue is with repeated problems which are increasing in cost with each repair. the last repair was for over $550. The original cost of the unit was around $700 retail. With the total costs of keeping a working unit now exceeding $1400 it is totally unacceptable that you would tell me the matter is resolved. My unit now has two inoperative USB ports that were working and now are not. The repair of the motherboard and the inadequacy of product testing is evident in the condition of the unit I received in return. I fail to understand why you choose to ignore this issue and say "matter resolved." Unless some thing is done to resolve the issue I will refute the latest $550 repair through American Express card company and will seek resolution in small claims court.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 12/30/2015 in our repair facility and determined with a broken touch screen, which is out of scope of the warranty (out of scope meaning it is...
not covered under the standard limited warranty). TAIS has informed our customer regarding the issue of overheating that the CPU fan on the unit is working the problem is the sensor that causing the Cooling system message. Therefore, the laptop is not overheating. 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 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 complaint. After doing a research our customer has been contacted by one of our corporate representative and they found out that our customer was dealing with Toshiba Repair Services ([redacted]) which is a 3rd party...
company TAIS has no ability to access, manage, or modify their system. If the customer has any questions or concern they may contact our Technical Support Department at ###-###-####. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will send her computer to our VIP repair to have it repaired for free. TAIS has advised our customer...
that she will receive a box that she can use sending the computer to our Toshiba Engineers repair facility. 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 found out that our customer’s unit was already out of warranty. Our customer’s unit encountered an issue that the unit was locking up / hangs last March 2015 and from there they found out that Re-imaging the Hard Disk Drive will resolve the problem. Our customer was offered to setup a repair with Toshiba Repair Services, as our Out of Warranty Services however, the customer declined. 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 will respond in kind by shipping said laptop to the engineers and await their report on the unit. Until that time I will not consider this matter resolves nor will I forget the treatment my wife and I had to endure in order to receive help from Toshiba USA Corporate office. Once the results of the diagnosis from the engineers at Toshiba USA have been received and reviewed by corporate, My Wife and myself we will determine where to go from then. I will not consider this matter resolved until my belongings have been returned to me with a replacement (new) Laptop.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.To Whom It May Concern,I never denied receiving the email you described. As a matter of fact, I referred to it in the original complaint. Something our esteemed Toshiba "Rep" seems to have neglected to read through. Although it's really nice you consider the matter closed, I Don't. Yes, you sent me an email saying the promo code was not supposed to work with the hard drive I picked. That still doesn't answer why it DID work when it wasn't supposed to. Its amazing all this "rep" did was regurgitate the same line the online chat rep, and the phone rep gave. You offered no explanation of value, nor any way to rectify the situation. Again, if the code was not supposed to work with the product I picked, why DID it work? Why did the same code not work on another product I looked at with a message saying "this code can't be used with this item" but it worked just fine on the item I was looking to buy. That's not my problem the code worked. That is on your engineer/site manager/code monkey or whatever you want to call them, but it is certainly not mine. I checked out and [redacted] took my money and held it for 3 days. That was 3 days time and money lost. YOU inconvenienced ME because of it. Your site engineer, your support reps, and now you are costing me by conducting horrible business. Does anyone at Toshiba even know what good business is? Or did everyone that did know what that was leave a few years ago and that explains why Toshiba isn't anywhere near the Top 3 PC manufacturers worldwide? I'm going to go with the latter, because Toshiba has been steadily swirling down the drain for a while now. Tell me, when an employee makes a mistake, is it normal practice to inconvenience your customers because of it instead of taking the hit and potentially gaining happy customers? Or do you like losing market share to [redacted], and [redacted]? I would like all these questions answered, or at the very least, answer my original question with more thought put into it than that pathetic excuse of a response your "rep" sent. Your company was in the wrong, you guys screwed up. This business model will not end well for you. You should be looking to appease customers and take responsibility for your own problems, not put the ownership of the problem back on the customers that you have been losing in droves the past several years. Give me a proper answer, one that makes sense. Thank you,[redacted]P.S. My best friend in college is a writer on [redacted]. She told me to let her know how my complaint goes, as she wants to include it in a piece on the blog's opinion section. Something about bad business practices that are bringing down once mighty PC manufacturers (Like [redacted], since you two are in the same boat). You are providing some stellar material for it, so keep it up! :)
Regards,
[redacted]
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.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer called our technical support department after receiving the computer came from our Depot repair facility and our customer was assisted regarding...
the error message and the No Boot issue of the unit. Our customer was offered to send the unit back to our Depot repair facility for rework to address the issues after the first repair. Our customer agreed to that offer. At this time we consider this matter closed.
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been assisted by one of our senior case managers and has advised that the refund for his computer is not the option and our customer has offered a free shipping as...
a onetime courtesy and process Depot repair order so our customer’s computer will be send to our depot repair facility to have it fixed. 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 informed that in accordance to the Standard Limited Warranty any physical and accidental damage is not covered under it. Therefore, our customer is responsible now...
for the repair cost of the unit that they have. 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 am very shocked to learn that Toshiba's warranty does not cover anything "plastic." The computer is mostly made of plastic! It is difficult to read the language in a warranty when shopping in a crowded store. If I had read that, I wouldn't have purchased the computer at all.I hope this complaint and Toshiba response will be available on the Revdex.com website for future laptop computer purchasers to read.
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.[It was out of warranty but sold under false pretenses, being manufactured for [redacted] and not the standard quality I have been used to over the years in Toshiba. It sounds like they will do nothing, but I will publish the pictures of my broken machine. So sad, and I thought they were a reputable company. I sit here typing on my laptop with a monitor plugged in, the only way I can use it. I am going to continue publishing about this and publish the pictures of the defects in the hinges and the poor quality. I still think they should at least refund my money. I paid over $700 for it. I will accept half of the that, $350 dollars. ]Regards,[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their television has already expired on 04/30/13. And 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's complaint after doing a research TAIS found out that the manager of the store called us last 3/24/2016 and he informed us that the unit still has a hard drive issue after our customer received it from our depot repair facility. TAIS has advised them that we cannot send a hard drive for the unit, but we can send a box with a shipping label for them to send the unit to our repair facility for rework. However, our customer declined the offer. Our customer called us to inform that the store manager already paid to replace the hard drive of the unit, TAIS has advised our customer that we cannot provide or reimburse the amount that the store manager paid for the hard drive. This action that has taken is the own discretion of the store and not part of the standard limited warranty of the unit. TAIS has explained to our customer that the Store and Toshiba has a different channel or process when it comes to this certain issue. 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.a notebook computer shipped to this firm for repair was lost in transit. I am asking for an additional $100 compensation for this company for the balance of my loss that was not reimbursed by [redacted]. Toshiba assigned an incident number [redacted]. this was done on January 27th of this year. Since then I have called at least once a week to track the progress of this claim. two months ago I was told that a payment would be made in eight to ten days. yesterday I was told that the payment is in process and would be sent to me in four to eight weeks. previously, I reported this problem to your Revdex.com # [redacted] which Toshiba ignored.a refund of $100.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer's unit was repaired last 11/03/2015 and delivered to our customer's location last 11/06/2015. After more than a moth our customer called us...
01/17/2016 to report an issue with the unit. Our customer was able to speak with one of our technical support representative and they found out that the computer has a software issue. Our representative has offered to process troubleshooting on the unit, however our customer declined. Based on our records the computer has a software issue that can be resolved by performing troubleshooting and run some diagnostic program. If our customer has any questions or concern they may contact us at 855-674-3553.
A Toshiba America Information Systems (TAIS) representative has been contacted our customer via email. TAIS has apologized for the inconvenience that this issue has caused our customer. TAIS has advised our customer that we will continue to investigate and provide proper action putting in place to avoid this in the future. 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 manager representatives and was
informed that replace is not the option however they provided a repair for the
unit in...
accordance to the standard limited warranty of the computer and advised
that our technicians will diagnose the problem and have it repaired. The unit
was received in our facility last 04/06/2015 and currently the repair status of
the unit is waiting for the parts to be delivered. 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.
Regards,
[redacted]
The VGA port issue was due to faulty soldering not neglect, misuse nor abuse. While the monetary sum at the time was not great the issue is with repeated problems which are increasing in cost with each repair. the last repair was for over $550. The original cost of the unit was around $700 retail. With the total costs of keeping a working unit now exceeding $1400 it is totally unacceptable that you would tell me the matter is resolved. My unit now has two inoperative USB ports that were working and now are not. The repair of the motherboard and the inadequacy of product testing is evident in the condition of the unit I received in return. I fail to understand why you choose to ignore this issue and say "matter resolved." Unless some thing is done to resolve the issue I will refute the latest $550 repair through American Express card company and will seek resolution in small claims court.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 12/30/2015 in our repair facility and determined with a broken touch screen, which is out of scope of the warranty (out of scope meaning it is...
not covered under the standard limited warranty). TAIS has informed our customer regarding the issue of overheating that the CPU fan on the unit is working the problem is the sensor that causing the Cooling system message. Therefore, the laptop is not overheating. 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 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 complaint. After doing a research our customer has been contacted by one of our corporate representative and they found out that our customer was dealing with Toshiba Repair Services ([redacted]) which is a 3rd party...
company TAIS has no ability to access, manage, or modify their system. If the customer has any questions or concern they may contact our Technical Support Department at ###-###-####. At this time we consider this matter closed.