Toshiba America Electronic Components

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research the unit has been diagnosed by our senior technicians and they found out that the melted patterns indicated that it was caused from an external source of heat because when the unit
was tested by plugging the AC adapter the battery light illuminatedThis is an indication that the battery is in working condition and part of the system board as wellAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't understand what exactly do you mean by an "outside source"? The laptop was closed, on a hard surface, charging I purchased this laptop months ago in good faith that it would be perfect for my and year olds to do their homework/research on While my husband and I use it for entertainment, shopping etc If my husband had not heard the laptop popping and was able to get it outside, our house may have burnt also I would like an outside tech to examine the laptop I know that they will have a different explanation as to why it caught on fire No outside source was the cause To resolve this issue I would like my laptop replaced or my money refunded
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[As a consumer, I do not accept this decision nor do I have toI absolutely will not have a two-month old (Raggedy)Toshiba TV repaired! Are you kidding me? Repair a "new" TV ridiculous absolutely ridiculous!! Surely, after one repair, more will followHow is it that Toshiba is able to practice business in this way screwing over their customers, buyer beware at its best, and Revdex.com why do you allow this *** No worries, I'm not done we will see what a judge has to say about the *** matter!!! Thanks for absolutely nothing Revdex.com why you guys exist is beyond me maybe you are bought and paid for by big businessAnd for Toshiba, you will never ever get another dime out of me it only takes one time for me to get screwed so enjoy your money for as long as you can because based on your reviews you will soon be another business that bites the dust...you is!!! ]
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has advised our customer that this case will be forwarded to our order desk department to discuss the process of replacement
for his T.VOur customer agreed with thatIf 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Mailing the unit to your address to deal with missing sound on the VIDEO CASSETTE RECORDED portion of the purchased unit would (1) incur prohibitive postal costs, (2) effect a punishing outcome to our claim upon a defective product, and (3) deprive us of the use of the working DVD VIDEO PLAYER portion for unspecified numbers of days. It is therefore proposed that solution be in your company either (a) reimburse us for cost of the unit ($plus 7.50% Ohio sales tax, (b) refer us to a local repair shop to cause repairs to the specified problem or (c) allow us to pay for local repair of the already noted need and send reimbursement upon claim with appertaining receipt. KAG

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I disagree that this matter has been resolved Because while it is true that I have been contacted by representatives from Toshiba, the search to replace my 3D HDTV did not yield any 3D HDTV that was suitable or equivalent to the Toshiba 3D HDTV that is in questionAs a matter of fact, regarding the search for another 3D HDTV, the Toshiba representative (John) asked if the 3D features were important to meAnd I stated that since the original 3D HDTV included 3D features, that these features were indeed important to me.After realizing that the Toshiba representative was having trouble finding a suitable replacement, I chose the option of having the cost of the Toshiba 3D HDTV to be refunded to meThe Toshiba representative told me that since I have chose to have the cost of the Toshiba 3D HDTV refunded to me, that I would not receive the exact amount that I paid for the Toshiba 3D HDTV.The representative also stated the amount of the refund would have to be prorated and that the sales tax would not be included. The Toshiba representative then stated that before I would receive a refund the matter would have to be discussed or placed for reviewSince the last time we spoke (on January 19, 2014, I have not heard from the Toshiba representative ,nor have I received a refund check in the mailSo this is why I disagree that this matter is closedThanks for your assistance.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This issue remains unresolvedthe option provided by toshiba is ridiculous and will cost nearly as much as a new television.The company has provided no good reason for not providing parts for a tv less than yrs old despite being required to do so .Regards,***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS cannot find any records on our system using our customer’s information (Name, Phone #, Address, and Email Address). If our customer can provide any reference...

number or the SERIAL number of the unit they may contact our technical support department at  1-[redacted].

Customer contacted Toshiba concerning her having not received her refund card on 04/25/18.We quickly assessed the situation and determined that the card may have been lost in transit as all other indications are that she should have received it by 04/25/18.We cancelled the...

original refund card and had another one issued on 04/26/18, which she should receive within 30 days or by approximately 05/26/18.All of this was communicated to the customer in real time and we will continue to work with the customer until the final resolution of this issue.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that the unit of our customer has been diagnosed by our technicians and they found out that the computer has an out of scope issue, meaning the issue is not...

covered by the standard limited warranty of the unit. Our customer was able to speak with one of our case managers and has explained that the unit received by our repair facility last 12/05/2016 and our depot sent a quoted amount of repair due to a Cracked touch panel of the computer (Please see the attached file). Our representative has explained that our depot already did some investigation and they verified that there is no damaged on the box when it was delivered to them. Our customer was informed that they may either pay for the quoted/repair or our depot will send the unit back unrepaired.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer Television was already out of warranty for two years and TAIS has offered our customer to go to an authorized service provider (ASP) to set up a...

repair and has advised that they will be the one who will shoulder the repair cost due to expired warranty. 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 corporate representative has been contacted
our customer and explained the result of the diagnostic of our engineers, they
explained that the fire was not caused by the unit, the fire came from outside
that is closed to the unit. Our customer was advised by our representative that
they can have the computer check and evaluate by a local or 3rd party
technicians as per their request as well. TAIS has advised our customer that we
will wait for them to forward the result to us after the 3rd party
evaluation. Our customer agreed to that. 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.
After the detailed explanation which I had provided you of the problem I am experiencing copying from VCR to an 8cm disc, and which you had forwarded to Toshiba, I would have expected a knowledgeable, English-speaking Toshiba employee to pick up the phone, call me and tell me if I was doing anything wrong. I would have also expected this person to explain to me what the E24 error code I was getting meant. The Toshiba Owner's Manual, as opposed to manuals provided by other reputed equipment makers, does not contain a list of error codes. Instead, on Page 106, the manual suggests the customer calling their Help Line. I have already detailed my dismal experience with this avenue. Toshiba's response is in line with the "passing-the-buck" culture permeating that organization. There isn't a single person there with a rudimentary amount of initiative and resourcefulness to listen to a customer, understand the problem and try to resolve it in an intelligent phone conversation. I wasted half a day trying to process my claim through the "Acclaim.Toshiba.com" website suggested by the business, and had to seek the help of two "chat" technicians. After exchanging a few "chats" with the first technician, he surmised that either the unit was not capable of copying to the 8cm disc (he was only guessing here, as there is nothing in the manual that says one cannot use an 8cm disc to record}, or the unit was defective. His recommendation was the same as in Toshiba's response to you - namely for me to access the "Acclaim" website. When I "chatted" back to this technician that the website didn't work and that was the reason I was "chatting" with him, he went on the quiet for a few minutes and closed the session with the reason that he hadn't heard back from me for a while and that he had to attend to others who were waiting for him! This kind of arbitrary "closing" of the "chat" session has happened to me several times over the past few days. Toshiba's Technical Support and Chat features are a charade and an insult to customers; the intent seems to be to frustrate the customers to the extent they will ultimately give up. In the end, I managed to work the "Acclaim" website and entered all the info until I got to the "Purchase Price" section where I entered the same figure I had mentioned in my complaint i.e $199.23, taken right out of the invoice. A message to the effect that the price was "invalid" appeared on the screen! I couldn't proceed further on this website. Furthermore, the website says I have to ship the unit back, at my expense. I conclude from all this that Toshiba acknowledges that the unit cannot copy from VCR to an 8cm disc - a serious limitation that is not mentioned anywhere in their pre-sale or post-sale literature, and that it is willing to refund me the full purchase price. However, considering the unit was sold to me without full disclosure of its limitations, I am not willing to spend any more money shipping the unit back to them. What needs to happen here is for Toshiba to provide me the name of a person in its organization (complete with mailing address, Phone No and E-mail address) to whom I can send a copy of the invoice from the dealer (Sears, in this case), and for this person to send me a check for the full amount of the invoice, along with a prepaid UPS mailing label so that I can ship the unit back. I request your help in arriving at this equitable settlement.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS)
representative has been in contact with our customer. After doing a research
our customer already received the remote control that he requested. TAIS has
advised our customer that we’re going to closed the case and if he has any questions
or...

concern he can call our technical support department at ###-###-####. At
this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. What TAIS recommend is to check TV support website. TAIS doesn't have a television support anymore we recommend to visit go.toshiba.com/TV for VIDEO PRODUCT SUPPORT or our customer can directly check...

this link http://support.toshiba.com/sscontent?docId=4007553 for Toshiba support for 2015 & later TV models.

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...

received a call from the business today and they informed me that the part that I need for my 3 yr old tv is no longer available, which is the reason I filed a complaint.  I understand that by law they are required to make parts available for 5 years.The Toshiba representative also informed me that another customers had success using an independent TV repair place in Indiana and that I may want to contact them and send them my main TV board to be replaced.  I live in Jupiter Florida thus this makes no sense.In order to do so, I would have to pay someone to come take out the main board, then pay to ship it to this random independent repair place in Indiana, then pay for it to be repaired without the tv, then pay for it to be shipped back, then pay someone else to put it back in.  I told the agent that his suggestions was nonsensical and that I would retain my complaint if this is the best he could do.I already paid someone to diagnose the problem and the repair person ultimately gave up in finding the part thus why I am searching now.At this point, if they cannot product a part for repair, I would only be satisfied with a refund or a replacement unit.Thank you for all of your help.  I am not mad at you but at them.Thank you again.[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]
We spoke to Toshiba and they offered to send it back so it can be repaired.  We were never offered our money back.  The computer is at the main office as I today.  I do not consider this a closed matter whatsoever.  We need to get it back and try it and at least have a trial period because I'm sure it is a lemon.  I will however update you when we receive it and after we receive it at least give us 90 days to return it after it is supposedly fix.   [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 contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer about the error message from the unit. TAIS has advised our customer that the 8cm disc is working to his unit and our customer will try to use a different disc to check if he will have the same error message. TAIS has advised our customer that if they have questions or concern he can contact us at 949-461-4321, at this time we consider this matter closed.