A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research Toshiba reviews all orders before they are acceptedAs outlined in our Terms of Sale, acceptance of an order is at the sole discretion of Toshiba and an order is not accepted until the order ships When the order was reviewed, it was determined that the order contained a coupon that was not valid with the current website promotion for that productThe coupon code used, [redacted] , states in the Terms and Conditions that it is valid on regularly priced Toshiba branded productsThe item purchased was on promotion and discounted and therefore, the coupon code could not be combined with website promotion Once this was determined to be the case, the customer was notified that the order was cancelled and the order could be placed as the current web price, but the coupon could not be appliedToshiba has not received any funds from [redacted] for this orderThe [redacted] transaction at this time is an authorization hold that automatically drops off in 3-business daysWe have asked [redacted] to immediately drop the authorization hold on [redacted] transaction We apologize for any inconvenience this has caused and appreciate your interest in ToshibaHowever, we will not offer the product at the reduced price plus coupon discount Please see the attached document of the promotion that clearly states the terms do not allow this to be combined with other coupons or promotionsAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has offered to send the unit to our Toshiba engineers for them to diagnose and fix the issueTAIS has advised our customer that we will process a VIP repair and we will send a free box that they can use sending the unit going to our repair facilityOur customer agreed and accepted the offerIf the customer has any questions or concern they may contact us at ###-###-####At this time we consider this matter closed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.In Toshibas response lies the crux of the problem that originated the complaintSpecifically, Toshiba requests "“BEFORE RETURNING ANY PRODUCT FOR SERVICE: IF APPLICABLE, BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATION"The issue is that Toshiba personnel very specifically counseled me to enter a password for the external hard drive without telling me that the data would now be irretrievable from any other systemFurthermore, when they then recommended that I remove the password, I can no longer access the data from any computer!, Thus, their admonition to "remove confidential, proprietary or personal information" cannot be done and this is the focus of my original complaintRegards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer has been contacted by one of the representative of Toshiba Direct on 12/16/by phone, obtained the full credit card number and process the refund under [redacted] *** [redacted] At this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer spoke to one of our technical support representatives and performed troubleshooting to his computer over the phone and they found out that the unit needs to send to our depot repair facility and the representative processed a depot repair order with the order number TC- [redacted] and in accordance to the standard limited warranty; How to Obtain Repair or Replacement Service For A Product Purchased In The United States? Depending on your specific product model, Toshiba may offer any one or more of the following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot Service, (2) CarService to an Authorized Service Provider, (3) Customer Replaceable (CRU) Parts Service, or (4) Whole Unit Exchange ServiceTo determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.comA limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or providerYou are responsible for appropriately packaging the ProductFor any replacement Product/CRU, if Toshiba does not receive the original Product/CRU from you within ten (10) days after your receipt of the replacement Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU 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 We have received ZERO attempts by Toshiba to contact us to resolve our matter as detailed in the Revdex.com complaintWe have received no emails, no telephone calls, and no mailingsI am sure this is a common response for them to back out of responsible business dealings when a complaint has been filedI am disgustedThere is no resolution at this point.] Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research all refurbished/reconditioned computers from Toshiba has a 90day warranty only, like our customer’s computer with a Model Part Number: [redacted] Our customer can visit our website www.warranty.toshiba.com to check the warranty of his computerOur customer can also contact [redacted] which is a 3rd party company where he purchased the unitIf the customer has any questions or concern they may contact our technical support department 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've already had to open a complaint on this issue Once I closed it with the caveat that Toshiba follow through with answering my questions on battery installation, I stopped being able to reach anyoneNo return calls after multiple messages, no return emails after attemptsUntil I've installed the battery, I would prefer to keep the complaint open 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 they did not address my concern about their having cancelled the warranty after repairing my other toshiba laptop Regards, [redacted]
Revdex.com: This is trueHowever, they have already repaired this laptop twiceTherefore I have no expectation another repair will fix the matterIn discussion with the representative they also said that if they cannot repair it this time they will replace itI want that noted, pleaseI would like the case closed once the problem is resolved, which it is not yet Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer has been contacted by the Customer Experience Manager of Toshiba Direct and has provided an option to continue placing his order for that specific unitOur customer agreed and accepted the offerAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter 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 I was contacted by a Toshiba representativeThey called late last Friday afternoonI was questioned about the computerI got the impression that the questions asked implied that I have misused the productI was told by a repair center associate that the warranty basically assumes the consumer has misused the product and they will be chargedThe warranty is not often upheldMy worry is that I am going to send in my laptop and they are going to say that the computer was been dropped, misused, etcand I will be responsible to pay the repair costThe repair cost is twice the cost of the laptop.I was not offered the option to get a refundWhen I initially filed this complaint, my preferred resolution was to get a refundI am thoroughly displeased with Toshiba and the productI do not consider this case closed until I either get a refund OR the laptop is fixed without a fee Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS cannot find any records of our customer's information on our system under the Name, Phone Number, and Email AddressIf the customer has any questions and concerns they may contact Toshiba Technical Support at [redacted] At this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer was assisted by one of our Technical support representatives and followed the troubleshooting step that needs to be done to be able to determine the cause of the issueOur customer has advised that they can file a claim for that if they experiencing problem or if the unit is not working they can visit [redacted] and in accordance of the standard limited warranty of the unit “BEFORE RETURNING ANY PRODUCT FOR SERVICE: IF APPLICABLE, BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATIONTOSHIBA IS NOT RESPONSIBLE FOR DAMAGE TO, LOSS OR COMPROMISE OF ANY PROGRAMS OR DATA.” If the customer has any questions or concern they may contact acclaim at ###-###-####At this time we consider this matter closed
A Toshiba America Information System (TAIS) representative has been in contact with our customer TAIS has apologized for the inconvenience our customer has experiencedTAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-business days one of our representatives will call her to discuss about the replacement of her computerOur customer agreed with thatIf 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 complaintAfter 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 offerOur customer has advised that the refund is not covered/part of the standard limited warranty of the computerAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer was able to receive the computer back from our Depot repair facility last Tues 5/05/10:am under the [redacted] tracking number [redacted] and the HDD was replaced due to No Boot issueOur customer initially asked for an Onsite repair however based from the repair option of the unit, having an Onsite service or In-Home service is not possible but only sending the laptop to DepotAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their computer has already expired on 01/28/And as per the Standard Limited Warranty our customer has a year limited periodSeeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research Toshiba reviews all orders before they are acceptedAs outlined in our Terms of Sale, acceptance of an order is at the sole discretion of Toshiba and an order is not accepted until the order ships When the order was reviewed, it was determined that the order contained a coupon that was not valid with the current website promotion for that productThe coupon code used, [redacted] , states in the Terms and Conditions that it is valid on regularly priced Toshiba branded productsThe item purchased was on promotion and discounted and therefore, the coupon code could not be combined with website promotion Once this was determined to be the case, the customer was notified that the order was cancelled and the order could be placed as the current web price, but the coupon could not be appliedToshiba has not received any funds from [redacted] for this orderThe [redacted] transaction at this time is an authorization hold that automatically drops off in 3-business daysWe have asked [redacted] to immediately drop the authorization hold on [redacted] transaction We apologize for any inconvenience this has caused and appreciate your interest in ToshibaHowever, we will not offer the product at the reduced price plus coupon discount Please see the attached document of the promotion that clearly states the terms do not allow this to be combined with other coupons or promotionsAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has offered to send the unit to our Toshiba engineers for them to diagnose and fix the issueTAIS has advised our customer that we will process a VIP repair and we will send a free box that they can use sending the unit going to our repair facilityOur customer agreed and accepted the offerIf the customer has any questions or concern they may contact us at ###-###-####At this time we consider this matter closed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.In Toshibas response lies the crux of the problem that originated the complaintSpecifically, Toshiba requests "“BEFORE RETURNING ANY PRODUCT FOR SERVICE: IF APPLICABLE, BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATION"The issue is that Toshiba personnel very specifically counseled me to enter a password for the external hard drive without telling me that the data would now be irretrievable from any other systemFurthermore, when they then recommended that I remove the password, I can no longer access the data from any computer!, Thus, their admonition to "remove confidential, proprietary or personal information" cannot be done and this is the focus of my original complaintRegards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer has been contacted by one of the representative of Toshiba Direct on 12/16/by phone, obtained the full credit card number and process the refund under [redacted] *** [redacted] At this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer spoke to one of our technical support representatives and performed troubleshooting to his computer over the phone and they found out that the unit needs to send to our depot repair facility and the representative processed a depot repair order with the order number TC- [redacted] and in accordance to the standard limited warranty; How to Obtain Repair or Replacement Service For A Product Purchased In The United States? Depending on your specific product model, Toshiba may offer any one or more of the following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot Service, (2) CarService to an Authorized Service Provider, (3) Customer Replaceable (CRU) Parts Service, or (4) Whole Unit Exchange ServiceTo determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.comA limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or providerYou are responsible for appropriately packaging the ProductFor any replacement Product/CRU, if Toshiba does not receive the original Product/CRU from you within ten (10) days after your receipt of the replacement Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU 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 We have received ZERO attempts by Toshiba to contact us to resolve our matter as detailed in the Revdex.com complaintWe have received no emails, no telephone calls, and no mailingsI am sure this is a common response for them to back out of responsible business dealings when a complaint has been filedI am disgustedThere is no resolution at this point.] Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research all refurbished/reconditioned computers from Toshiba has a 90day warranty only, like our customer’s computer with a Model Part Number: [redacted] Our customer can visit our website www.warranty.toshiba.com to check the warranty of his computerOur customer can also contact [redacted] which is a 3rd party company where he purchased the unitIf the customer has any questions or concern they may contact our technical support department 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've already had to open a complaint on this issue Once I closed it with the caveat that Toshiba follow through with answering my questions on battery installation, I stopped being able to reach anyoneNo return calls after multiple messages, no return emails after attemptsUntil I've installed the battery, I would prefer to keep the complaint open 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 they did not address my concern about their having cancelled the warranty after repairing my other toshiba laptop Regards, [redacted]
Revdex.com: This is trueHowever, they have already repaired this laptop twiceTherefore I have no expectation another repair will fix the matterIn discussion with the representative they also said that if they cannot repair it this time they will replace itI want that noted, pleaseI would like the case closed once the problem is resolved, which it is not yet Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer has been contacted by the Customer Experience Manager of Toshiba Direct and has provided an option to continue placing his order for that specific unitOur customer agreed and accepted the offerAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter 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 I was contacted by a Toshiba representativeThey called late last Friday afternoonI was questioned about the computerI got the impression that the questions asked implied that I have misused the productI was told by a repair center associate that the warranty basically assumes the consumer has misused the product and they will be chargedThe warranty is not often upheldMy worry is that I am going to send in my laptop and they are going to say that the computer was been dropped, misused, etcand I will be responsible to pay the repair costThe repair cost is twice the cost of the laptop.I was not offered the option to get a refundWhen I initially filed this complaint, my preferred resolution was to get a refundI am thoroughly displeased with Toshiba and the productI do not consider this case closed until I either get a refund OR the laptop is fixed without a fee Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS cannot find any records of our customer's information on our system under the Name, Phone Number, and Email AddressIf the customer has any questions and concerns they may contact Toshiba Technical Support at [redacted] At this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer was assisted by one of our Technical support representatives and followed the troubleshooting step that needs to be done to be able to determine the cause of the issueOur customer has advised that they can file a claim for that if they experiencing problem or if the unit is not working they can visit [redacted] and in accordance of the standard limited warranty of the unit “BEFORE RETURNING ANY PRODUCT FOR SERVICE: IF APPLICABLE, BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATIONTOSHIBA IS NOT RESPONSIBLE FOR DAMAGE TO, LOSS OR COMPROMISE OF ANY PROGRAMS OR DATA.” If the customer has any questions or concern they may contact acclaim at ###-###-####At this time we consider this matter closed
A Toshiba America Information System (TAIS) representative has been in contact with our customer TAIS has apologized for the inconvenience our customer has experiencedTAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-business days one of our representatives will call her to discuss about the replacement of her computerOur customer agreed with thatIf 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 complaintAfter 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 offerOur customer has advised that the refund is not covered/part of the standard limited warranty of the computerAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer was able to receive the computer back from our Depot repair facility last Tues 5/05/10:am under the [redacted] tracking number [redacted] and the HDD was replaced due to No Boot issueOur customer initially asked for an Onsite repair however based from the repair option of the unit, having an Onsite service or In-Home service is not possible but only sending the laptop to DepotAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their computer has already expired on 01/28/And as per the Standard Limited Warranty our customer has a year limited periodSeeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt this time we consider this matter closed