A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS did not see any records of our customer. If our customer has concerns with the Battery Recall Program, and to check their eligibility for a Battery replacement, they...
may visit this website: go.toshiba.com/battery or they can call 866-224-1346 for further assistance.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). If our customer has any question or...
concerns they may contact our Technical Support Department. At this time we consider this matter closed.
[redacted],While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ([redacted]) to accept the only available option. Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.Thank you[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 System (TAIS) representative has been in contact with our customer. TAIS has apologized for any inconvenience that our customer has experienced. TAIS has advised our customer that we will forward the case to our Order Desk Department to process a replacement. Our customer will receive a call within 1-2 business days from one of the Order Desk representative to discuss the process of the replacement. TAIS has advised our customer that if they have any questions or concern they may contact us at 949-461-4321. 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I was first told on 7/20/15 that a refund would be "released" that afternoon; no refund as of 8/11/15. I was contacted on 8/7/15 that I will receive a refund. I am waiting for refund. If I do not receive it by next billing cycle, I will file a follow-up complaint.
Regards,
[redacted]
A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer's complaint. After doing a research TAIS found out that our customer
was able to speak with our order desk representative last 11/16/2015 and they
have offered a prorated refund to our customer based on value of the unit
however our customer declined the offer. Since our customer declined the offer
TAIS has processed a VIP repair sending the unit to our engineer's repair facility
and awaiting for parts. The repair order was created last 11/18/2015; currently
the unit is still with our engineer's facility under repair. If our customer
has any questions or concern they may contact us 1-800-457-7777. 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 again am basing my response based on my 20+ years of experience in the Computer industry and as someone who has worked with Toshiba laptops for many years as well as computers/laptops from other manufactures and as such am offering my response not only as a consumer/client of Toshiba but also as to what the normal standard is within the industry based on past experience I have had with companies like **, [redacted], and [redacted].
I received a phone call from Toshiba Escalation Team on Friday December 19, 2014. at about 4:13. I was not able to take the call as I was driving between Tracy CA and Anaheim CA. They left me a voiemail to return their call at ###-###-#### at my earliest convenience which would have been Tuesday December 23, 2014. The person who made this call was "[redacted]", who we had previously mentioned was part of the issue and that we did not want to ever have to deal with her again, even the receptionist that I spoke with last time I called Toshiba made a note of this in what she sent to the Escalation Team. In horning this request, "[redacted]" was the one that called me last from Toshiba back in November, over a month ago and who still has not followed up with me. [redacted] actually stated that she had taken my case back over, this made me happy. [redacted] had me try different things which did not resolve the issue I was having but I was able to find additional things that validated my theory in regards to the Touchpad. After this [redacted] told me that she needed to talk with others to find a resolution that was acceptable to me as well as Toshiba as we had done everything she was able to do. I guess Toshiba does not honor the requests of their clients either as to not deal with someone that they consider rude and condescending as again it was "[redacted]" who contacted me. I was unable to return her call as I was busy and Monday and it was not a convenient time for me to talk with anyone from Toshiba. [redacted] called me on Monday afternoon at 3:15, this was not a convenient time for me but I also did not want to appear uncooperative to Toshiba. Again she started in to her entire thing that this unit must be sent into them for their people to evaluate. I again reemphasized that every single time it has been sent into one of their facilities or the facility of their agent that it has been returned to me in worst condition then when it was sent into them. As this computer/laptop has been damaged each time by Toshiba or their agent that it would be their responsibility to replace the laptop and not to repair it and send it back to me yet again. [redacted] told me that it was up to the Corporate people as to if they would repair it and return it to me or if they would replace it. My question I guess is if "Corporate" are the only ones that can make this decision, why have 3 Toshiba employees told me that we needed to do this? I told her I do not have an issue with this unit being sent into their "Corporate Office" for them to evaluate but I do have an issue with them ever returning this unit to me. If Toshiba wants they can repair the unit and then sale it as a refurbished unit, which it now is, but they must replace the unit with a brand new unit as that is what I purchased and paid for and not a refurbished unit, which this laptop now is.It seems that [redacted] is getting what she wants and again trying to just "repair" the unit. I told her that I never want to see this unit being returned to me at my home/office but they need to expedite a replacement of the unit or refund all of the money that I have spend on it. The Model/Part No. of this unit is "P70-A" with a Serial No. "[redacted]"I told [redacted] that although I was agreeing to send the unit to Toshiba, once again, that I WAS NOT going to accept this as a resolution to this complaint. I told her that I would respond again to the Revdex.com and state that this issue is not resolved and what was proposed to me again remains as much unacceptable to me as the last time I spoke to [redacted] and prior to initiating this complaint. I told her that as I am concerned they, Toshiba, have done nothing to resolve this complaint and that it must remain open and unresolved. I told her that at this time, as I have not been able to use this Laptop for the purpose I purchased it for and the computer should have been designed to work and in reality it is costing me money as I cannot use it as I should be able to, and that each time it has been sent off it has been returned further damaged, that at this point the only acceptable resolution is one of the following:That they can refund everything I spent on the unit, including extras that was being purchased along with the Laptop in full in the form of a Cashier's Check or Money Order.That they can:Replace the unitStart the warranty along with everything that I purchased with it when I receive the unit over again with the new date that I receive the new unit.I have also used my resources and reached out to Synaptcis to find out if what I previously had been told by "[redacted]" at Toshiba who was told this by [redacted] about having to touch the actual bar of the Touchpad to obtain the correct click was true or not. I did this because I felt that what I was being tol was incorrect and that those stating this were not correct in what they were saying. I also did this to see if I had a case to continue to pursue this as a faulty piece of equipment or not. The response that I received back was 100% in line with what I was saying that the bar divides the actual buttons from the Touchpad. THey told me that you can use the entire surface to move the mouse but when you press down on the areas under the bars you should obtain that click no matter where you press under that bar. I further asked about being able to press on the right side of the Touchpad where the "Scroll Area" is if that should provide the right click. Here again they said that it should only provide the "Scroll" so why was I able to produce the right click in that area while on the phone with "[redacted]" if there is nothing wrong with the Touchpad.I want to reiterate that I have not accepted what "[redacted]", Toshiba, said was the only resolution as this resolution is not acceptable to me at this time or any time moving forward. I purchased a Laptop from Toshiba under the fact that it should have worked when I opened the box from China. It did not and therefore it needed to be repaired by Toshiba. That since it has been returned to me damaged, the last time even with pictures, that it is now going to be a refurbed laptop and I should not be stuck with it as I purchased a "new' laptop not a "refurbished" one. I have lost time and money because of Toshiba and that the only acceptable resolution is the one that I have stated above. There are others, who I have influence over, needing a laptop and because of how Toshiba has treated me and not fulfilled what I have been told by three different Toshiba employes, replacing the laptop, that I honestly am not considering using Toshiba ever again, unless they quickly resolve this issue to my satisfaction, but perhaps [redacted] instead.This has gone on way to long, as we are going into the 9th month. I have been promised over and over that we should look at changing it out for a different unit (3 different Toshiba employees have stated this to me) but when it comes right down to it they change their tune. It has been sent in each time for my primary complaint, now validated by the manufacture of the Touchpad, along with other times to address the damaged caused by Toshiba or its agents. It seems that Toshiba does not care to honor the facts that they have broken this unit each time it has been sent in, one time they did absolutely nothing to repair the unit only returning it further damaged to me, it has been sent in multiple times for the exact same complaint, I have not been able to use it for the purpose and within the design of the Laptop. I have done business with other computer manufactures in the past and at this point they would not even be questioning replacing this unit as they have yet to be able to resolve the primary and original complaint now being sent in 3 different times without any resolution, to me this is a very unreasonable request on the part of Toshiba and they should just do what I was promised back in May 2014 and replace it.I was told by "[redacted]" that someone from the Corporate Offices would be contacting me next, but I am not counting on this as nobody from Toshiba has reached out to me since I brought my issue to their attention, I have always had to reach out to Toshiba. I should not have had to be the one troubleshooting this unit and providing them information as to what had been broken or the findings I was finding as a human using the Touchpad, this should have been done by Toshiba and something I requested that they do from the first time they had me send it in to [redacted]. None of this has been right since back in April.I hope, despite the holidays, that Toshiba will make this a High Priority and have a resolution that is acceptable to me in place before the end of this calendar year for tax purposes!I am returning it to Toshiba in the original box and along with the original equipment that I have received from China with the unit. I have also rolled the OS back to out of the box condition, so they can begin where I began. Again I do not want to see this unit again! As I also cannot trust that the Escalation Department is going to pass on my frustrations to "their" people I will include a note as to what my issues have been in the box as I send it off this time. I hope that Toshiba will do the right thing and that we can resolve this complaint with the Revdex.com.
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.
We have received ZERO attempts by Toshiba to contact us to resolve our matter as detailed in the Revdex.com complaint. We have received no emails, no telephone calls, and no mailings. I am sure this is a common response for them to back out of responsible business dealings when a complaint has been filed. I am disgusted. There is no resolution at this point.]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has contacted by our corporate and discussed about the evaluation on the unit/system. According to our repair facility the damaged showed no sign...
at all of melting, fire and smoke after the diagnostic was done. Our corporate representative explained that there was a quoted price for the repair due to this damaged because it is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). At this time we consider this matter closed.
After doing a research it shows on our record that the unit was sent to our repair facility four times and the last two repair was made last July and August 2016, which is beyond to the standard limited warranty of the computer, because the warranty was already expired last June 26 2016. The last two repair was sent to our engineer's facility which they confirmed that the only problem of the unit is the battery so that is why the computer keeps on shutting down. However due to the back ordered part (battery) the repair was delayed and one of reason was the new federal guidelines for battery shipments. Our customer has contacted by one of our corporate representative last 9/13/2016 and explained [redacted] has offered to send the unit back and once the battery is available [redacted] will send one to him plus adding 6 months warranty for the computer. However our customer said that he will only accept the offer with his conditions. Our customer was contacted by one of the corporate representative last 9/14/2016 and has advised that the said offer was already final. However, our customer declined the offer. This resolution that was provided is based on the Standard Limited Warranty of Toshiba.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by two of our Corporate representatives and was offered to send the laptop to Tristar for further diagnosis and our customer has agreed to that...
offer. Our customer was informed by two of our repair facilities that they did not find any issue on the battery and Tristar explained to our customer that the touchpad is working on how it was manufactured and therefore they did not find any trouble with that. Corporate representative also provided our customer a manual that can instruct on how to use the functionality of the touchpad. 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 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 our customer has been contacted by one of our corporate representatives and has offered to send the computer to our Toshiba Engineers for a VIP repair. Our customer agreed to that...
offer. 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, our
customer spoke with one of our case managers and was advised that the computer
needs to be sent to our depot repair facility to diagnose the unit physically
and have it fixed in accordance to the standard limited warranty of the unit. TAIS has informed
our customer that a replacement is not an option and every Toshiba unit comes with
a Standard Limited Warranty, any issues or problems that will happen to the
unit as long as it is covered by the warranty it will be repaired. 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.
A company would damage its reputation with limitless bad word-of-mouth all for the sake of emailing a customer a link??!! Seriously?! I'm astounded. Needless to say, I will NEVER purchase another Toshiba product and I will make it my business to let anyone within the reach of my internet know that their company is NOT worth their money as they make no effort whatsoever to support their products.
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 shipping and handling cost should be covered by Toshiba. I must request that.
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 would have bee satisfied with the proposed resolution had it actually come to fruition. However, based on my experience with Toshiba, I knew that I needed to wait until the process completed before deciding how to respond here. I had no faith in their response before seeing it actually occur. Now I have the recovery media that I had to purchase (and was told would be refunded for, but haven't been) and followed the instructions provided but have nothing to show for it. My laptop that should be recovered by now, has had a black screen for hours. I followed the instructions provided to the letter (not that they were very detailed at all) but the process did not occur according to the directions I was given. I was told to follow on-screen prompts for example, but there never were any. I have no faith whatsoever that Toshiba would not close this complaint without actually resolving anything. I would prefer to keep it open until CONFIRMING that the proposed resolution becomes an actual one.
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]
I still have the same problem. Toshiba has not resolved the problem after numerous attempts. The third party browser was on the computer when it was purchased so it should be compatible with THEIR computer. ANY browser I use the same problem happens. I have tried to get this fixed since August 2 and at that time my software was still under warranty and I should never have been charged. I would like my money back plus a new computer since they can not fix this one. They acted like used car salesmen trying to get me to purchase their services including a new virus protection stating that the one I have does not fully protect my computer....even thought its the virus protection that came with the computer and also their is virus protection built in the version on windows that came with the computer. This is totally unsatisfactory. It took the so called "corporate escalation staff 3 weeks to return my phone call. After the first week I called every day and they still took 3 weeks. NO THE PROBLEM IS NOT RESOLVED. if they do not give my money back and a new computer I will start a campaign for all my friends, family, former co workers and purchasing manager at different fortune 500 companies I have worked with and had a position that I was involved in selecting computers and contracts.
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 latest message is just a reiteration of my original complaint!Regards,[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited Warranty stated;What Does...
this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS did not see any records of our customer. If our customer has concerns with the Battery Recall Program, and to check their eligibility for a Battery replacement, they...
may visit this website: go.toshiba.com/battery or they can call 866-224-1346 for further assistance.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). If our customer has any question or...
concerns they may contact our Technical Support Department. At this time we consider this matter closed.
[redacted],While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ([redacted]) to accept the only available option. Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.Thank you[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 System (TAIS) representative has been in contact with our customer. TAIS has apologized for any inconvenience that our customer has experienced. TAIS has advised our customer that we will forward the case to our Order Desk Department to process a replacement. Our customer will receive a call within 1-2 business days from one of the Order Desk representative to discuss the process of the replacement. TAIS has advised our customer that if they have any questions or concern they may contact us at 949-461-4321. 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I was first told on 7/20/15 that a refund would be "released" that afternoon; no refund as of 8/11/15. I was contacted on 8/7/15 that I will receive a refund. I am waiting for refund. If I do not receive it by next billing cycle, I will file a follow-up complaint.
Regards,
[redacted]
A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer's complaint. After doing a research TAIS found out that our customer
was able to speak with our order desk representative last 11/16/2015 and they
have offered a prorated refund to our customer based on value of the unit
however our customer declined the offer. Since our customer declined the offer
TAIS has processed a VIP repair sending the unit to our engineer's repair facility
and awaiting for parts. The repair order was created last 11/18/2015; currently
the unit is still with our engineer's facility under repair. If our customer
has any questions or concern they may contact us 1-800-457-7777. 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 again am basing my response based on my 20+ years of experience in the Computer industry and as someone who has worked with Toshiba laptops for many years as well as computers/laptops from other manufactures and as such am offering my response not only as a consumer/client of Toshiba but also as to what the normal standard is within the industry based on past experience I have had with companies like **, [redacted], and [redacted].
I received a phone call from Toshiba Escalation Team on Friday December 19, 2014. at about 4:13. I was not able to take the call as I was driving between Tracy CA and Anaheim CA. They left me a voiemail to return their call at ###-###-#### at my earliest convenience which would have been Tuesday December 23, 2014. The person who made this call was "[redacted]", who we had previously mentioned was part of the issue and that we did not want to ever have to deal with her again, even the receptionist that I spoke with last time I called Toshiba made a note of this in what she sent to the Escalation Team. In horning this request, "[redacted]" was the one that called me last from Toshiba back in November, over a month ago and who still has not followed up with me. [redacted] actually stated that she had taken my case back over, this made me happy. [redacted] had me try different things which did not resolve the issue I was having but I was able to find additional things that validated my theory in regards to the Touchpad. After this [redacted] told me that she needed to talk with others to find a resolution that was acceptable to me as well as Toshiba as we had done everything she was able to do. I guess Toshiba does not honor the requests of their clients either as to not deal with someone that they consider rude and condescending as again it was "[redacted]" who contacted me. I was unable to return her call as I was busy and Monday and it was not a convenient time for me to talk with anyone from Toshiba. [redacted] called me on Monday afternoon at 3:15, this was not a convenient time for me but I also did not want to appear uncooperative to Toshiba. Again she started in to her entire thing that this unit must be sent into them for their people to evaluate. I again reemphasized that every single time it has been sent into one of their facilities or the facility of their agent that it has been returned to me in worst condition then when it was sent into them. As this computer/laptop has been damaged each time by Toshiba or their agent that it would be their responsibility to replace the laptop and not to repair it and send it back to me yet again. [redacted] told me that it was up to the Corporate people as to if they would repair it and return it to me or if they would replace it. My question I guess is if "Corporate" are the only ones that can make this decision, why have 3 Toshiba employees told me that we needed to do this? I told her I do not have an issue with this unit being sent into their "Corporate Office" for them to evaluate but I do have an issue with them ever returning this unit to me. If Toshiba wants they can repair the unit and then sale it as a refurbished unit, which it now is, but they must replace the unit with a brand new unit as that is what I purchased and paid for and not a refurbished unit, which this laptop now is.It seems that [redacted] is getting what she wants and again trying to just "repair" the unit. I told her that I never want to see this unit being returned to me at my home/office but they need to expedite a replacement of the unit or refund all of the money that I have spend on it. The Model/Part No. of this unit is "P70-A" with a Serial No. "[redacted]"I told [redacted] that although I was agreeing to send the unit to Toshiba, once again, that I WAS NOT going to accept this as a resolution to this complaint. I told her that I would respond again to the Revdex.com and state that this issue is not resolved and what was proposed to me again remains as much unacceptable to me as the last time I spoke to [redacted] and prior to initiating this complaint. I told her that as I am concerned they, Toshiba, have done nothing to resolve this complaint and that it must remain open and unresolved. I told her that at this time, as I have not been able to use this Laptop for the purpose I purchased it for and the computer should have been designed to work and in reality it is costing me money as I cannot use it as I should be able to, and that each time it has been sent off it has been returned further damaged, that at this point the only acceptable resolution is one of the following:That they can refund everything I spent on the unit, including extras that was being purchased along with the Laptop in full in the form of a Cashier's Check or Money Order.That they can:Replace the unitStart the warranty along with everything that I purchased with it when I receive the unit over again with the new date that I receive the new unit.I have also used my resources and reached out to Synaptcis to find out if what I previously had been told by "[redacted]" at Toshiba who was told this by [redacted] about having to touch the actual bar of the Touchpad to obtain the correct click was true or not. I did this because I felt that what I was being tol was incorrect and that those stating this were not correct in what they were saying. I also did this to see if I had a case to continue to pursue this as a faulty piece of equipment or not. The response that I received back was 100% in line with what I was saying that the bar divides the actual buttons from the Touchpad. THey told me that you can use the entire surface to move the mouse but when you press down on the areas under the bars you should obtain that click no matter where you press under that bar. I further asked about being able to press on the right side of the Touchpad where the "Scroll Area" is if that should provide the right click. Here again they said that it should only provide the "Scroll" so why was I able to produce the right click in that area while on the phone with "[redacted]" if there is nothing wrong with the Touchpad.I want to reiterate that I have not accepted what "[redacted]", Toshiba, said was the only resolution as this resolution is not acceptable to me at this time or any time moving forward. I purchased a Laptop from Toshiba under the fact that it should have worked when I opened the box from China. It did not and therefore it needed to be repaired by Toshiba. That since it has been returned to me damaged, the last time even with pictures, that it is now going to be a refurbed laptop and I should not be stuck with it as I purchased a "new' laptop not a "refurbished" one. I have lost time and money because of Toshiba and that the only acceptable resolution is the one that I have stated above. There are others, who I have influence over, needing a laptop and because of how Toshiba has treated me and not fulfilled what I have been told by three different Toshiba employes, replacing the laptop, that I honestly am not considering using Toshiba ever again, unless they quickly resolve this issue to my satisfaction, but perhaps [redacted] instead.This has gone on way to long, as we are going into the 9th month. I have been promised over and over that we should look at changing it out for a different unit (3 different Toshiba employees have stated this to me) but when it comes right down to it they change their tune. It has been sent in each time for my primary complaint, now validated by the manufacture of the Touchpad, along with other times to address the damaged caused by Toshiba or its agents. It seems that Toshiba does not care to honor the facts that they have broken this unit each time it has been sent in, one time they did absolutely nothing to repair the unit only returning it further damaged to me, it has been sent in multiple times for the exact same complaint, I have not been able to use it for the purpose and within the design of the Laptop. I have done business with other computer manufactures in the past and at this point they would not even be questioning replacing this unit as they have yet to be able to resolve the primary and original complaint now being sent in 3 different times without any resolution, to me this is a very unreasonable request on the part of Toshiba and they should just do what I was promised back in May 2014 and replace it.I was told by "[redacted]" that someone from the Corporate Offices would be contacting me next, but I am not counting on this as nobody from Toshiba has reached out to me since I brought my issue to their attention, I have always had to reach out to Toshiba. I should not have had to be the one troubleshooting this unit and providing them information as to what had been broken or the findings I was finding as a human using the Touchpad, this should have been done by Toshiba and something I requested that they do from the first time they had me send it in to [redacted]. None of this has been right since back in April.I hope, despite the holidays, that Toshiba will make this a High Priority and have a resolution that is acceptable to me in place before the end of this calendar year for tax purposes!I am returning it to Toshiba in the original box and along with the original equipment that I have received from China with the unit. I have also rolled the OS back to out of the box condition, so they can begin where I began. Again I do not want to see this unit again! As I also cannot trust that the Escalation Department is going to pass on my frustrations to "their" people I will include a note as to what my issues have been in the box as I send it off this time. I hope that Toshiba will do the right thing and that we can resolve this complaint with the Revdex.com.
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.
We have received ZERO attempts by Toshiba to contact us to resolve our matter as detailed in the Revdex.com complaint. We have received no emails, no telephone calls, and no mailings. I am sure this is a common response for them to back out of responsible business dealings when a complaint has been filed. I am disgusted. There is no resolution at this point.]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has contacted by our corporate and discussed about the evaluation on the unit/system. According to our repair facility the damaged showed no sign...
at all of melting, fire and smoke after the diagnostic was done. Our corporate representative explained that there was a quoted price for the repair due to this damaged because it is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). At this time we consider this matter closed.
After doing a research it shows on our record that the unit was sent to our repair facility four times and the last two repair was made last July and August 2016, which is beyond to the standard limited warranty of the computer, because the warranty was already expired last June 26 2016. The last two repair was sent to our engineer's facility which they confirmed that the only problem of the unit is the battery so that is why the computer keeps on shutting down. However due to the back ordered part (battery) the repair was delayed and one of reason was the new federal guidelines for battery shipments. Our customer has contacted by one of our corporate representative last 9/13/2016 and explained [redacted] has offered to send the unit back and once the battery is available [redacted] will send one to him plus adding 6 months warranty for the computer. However our customer said that he will only accept the offer with his conditions. Our customer was contacted by one of the corporate representative last 9/14/2016 and has advised that the said offer was already final. However, our customer declined the offer. This resolution that was provided is based on the Standard Limited Warranty of Toshiba.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by two of our Corporate representatives and was offered to send the laptop to Tristar for further diagnosis and our customer has agreed to that...
offer. Our customer was informed by two of our repair facilities that they did not find any issue on the battery and Tristar explained to our customer that the touchpad is working on how it was manufactured and therefore they did not find any trouble with that. Corporate representative also provided our customer a manual that can instruct on how to use the functionality of the touchpad. 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 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 our customer has been contacted by one of our corporate representatives and has offered to send the computer to our Toshiba Engineers for a VIP repair. Our customer agreed to that...
offer. 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, our
customer spoke with one of our case managers and was advised that the computer
needs to be sent to our depot repair facility to diagnose the unit physically
and have it fixed in accordance to the standard limited warranty of the unit. TAIS has informed
our customer that a replacement is not an option and every Toshiba unit comes with
a Standard Limited Warranty, any issues or problems that will happen to the
unit as long as it is covered by the warranty it will be repaired. 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.
A company would damage its reputation with limitless bad word-of-mouth all for the sake of emailing a customer a link??!! Seriously?! I'm astounded. Needless to say, I will NEVER purchase another Toshiba product and I will make it my business to let anyone within the reach of my internet know that their company is NOT worth their money as they make no effort whatsoever to support their products.
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 shipping and handling cost should be covered by Toshiba. I must request that.
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 would have bee satisfied with the proposed resolution had it actually come to fruition. However, based on my experience with Toshiba, I knew that I needed to wait until the process completed before deciding how to respond here. I had no faith in their response before seeing it actually occur. Now I have the recovery media that I had to purchase (and was told would be refunded for, but haven't been) and followed the instructions provided but have nothing to show for it. My laptop that should be recovered by now, has had a black screen for hours. I followed the instructions provided to the letter (not that they were very detailed at all) but the process did not occur according to the directions I was given. I was told to follow on-screen prompts for example, but there never were any. I have no faith whatsoever that Toshiba would not close this complaint without actually resolving anything. I would prefer to keep it open until CONFIRMING that the proposed resolution becomes an actual one.
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]
I still have the same problem. Toshiba has not resolved the problem after numerous attempts. The third party browser was on the computer when it was purchased so it should be compatible with THEIR computer. ANY browser I use the same problem happens. I have tried to get this fixed since August 2 and at that time my software was still under warranty and I should never have been charged. I would like my money back plus a new computer since they can not fix this one. They acted like used car salesmen trying to get me to purchase their services including a new virus protection stating that the one I have does not fully protect my computer....even thought its the virus protection that came with the computer and also their is virus protection built in the version on windows that came with the computer. This is totally unsatisfactory. It took the so called "corporate escalation staff 3 weeks to return my phone call. After the first week I called every day and they still took 3 weeks. NO THE PROBLEM IS NOT RESOLVED. if they do not give my money back and a new computer I will start a campaign for all my friends, family, former co workers and purchasing manager at different fortune 500 companies I have worked with and had a position that I was involved in selecting computers and contracts.
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 latest message is just a reiteration of my original complaint!Regards,[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited Warranty stated;What Does...
this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties.