Toshiba America Information Systems Inc

A Toshiba America Information Systems
(TAIS)
representative has reviewed our customer complaintAfter doing a research our
customer is already in contact with one of our CEO Representatives and has
advised that a representative from the Software department (*** will call
them and to explain what has done to fix the issue of the keyboard and the
touchpadCurrently we’re waiting for a representative from our Software department
to call our customerAt this time we consider this matter closed

Per UPS tracking # ***, this laptop (Order #***) was delivered to the customer on 7/29/2013. The first communication that Toshiba Direct had from the customer, post sales, was months after receipt on 10/30/2013. The customer was, at that time, asking to
return the unit for refund. The customer was advised that it was not possible since the system had arrived months earlier and this would be a repair/warranty issue. The customer was referred to Toshiba Product Support and Customer RelationsWe have had no communication from the customer since 10/30/
The first contact the customer made to Support was on 8/12/and was working with the support group to repair the problem. However, since the customer has been working with Support since the laptop was received, Toshiba Direct will make an exception and extend a return authorization to the customer for this unit and a full refund
A voice mail has been left for the customer advising the customer Toshiba Direct will honor a returnIt was explained the RMA emails will be forward over todayA Direct phone number was left as well in case the customer had any questionsRMA *** and return label were emailed over to the customerAt this time we consider this matter closed

A TAIS representative was in contact with our customerThe first time the customer called into TAIS for assistance was 02/11/2014; previously the customer had taken the unit to an ASP on 07/19/with a repair being set up the same dayThe next time the customer called into TAIS since the repair
was on 02/11/TAIS advised the customer that considering that the warranty expired on 12/20/the customer was informed that any repairs and or technical assistance is now their responsibilityAt this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has been in contact with our customerApologized for the inconvenience our customer has experience
TAIS has advised our customer that we will process a full refund for that amount the he paid for the shippingOur customer agreed to that offerAt this time we consider this matter closed

A TAIS representative was in contact with the customer on 01/27/TAIS has apologized for any inconvenienceThe rebate was received on 11/11/and was approved on 11/16/The $VISA prepaid card was sent to the customer on 01/28/The card should arrive in approximately
3-weeks depending on mail distributionIf the customer has any other questions he may contact the Rebate Center at 1-888-221-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
Toshiba keeps repeating the same thing and have thus far failed to address the complaintThis pointless gibberish illustrates the problems encountered when trying to have good faith discussion with this company
To reiterate once again with hopes of getting at least a straightforward and honest response from Toshiba:
* The laptop is in the possession of Toshiba Repair Facility in *** ** as this is writtenIt was sent back via a complimentary shipping box and none of the has even been in dispute!
FACTS CENTRAL TO DISPUTE:
- Toshiba advertised and claimed the computer was fit for use and a one (1) year warranty was included in the purchase price
2- Laptop is not, nor even been fit for use
- Toshiba has quoted three different dates for the warranty period and none are accurateToshiba now contends that there is only 78% if the warranty remaining yet has yet to be delivered to me in 100% functioning condition.
- Laptop has been in the possession of (or in transit to Toshiba) for an unbelievable 53% of the time since my payment was tendered, all the while Toshiba claims the warranty clock is ticking
5- I have talked with Toshiba Direct and refund request was submitted within the published, allowable window of opportunityHowever a verbal agreement was reached where I would send the unit back for repair (in lieu of refund) and Toshiba would extend my warranty an additional ninety (90) days (expiration on or about March 31, It was in the subsequent, forwarded call to Toshiba's Warranty & Registration Department where this agreement was breached by Toshiba
THE ON-POINT DISPUTE
Toshiba refuses to honor the 90-day warranty extension and thus far has failed to even address this central point and rather insists on regurgitating the same off-point response
CONCLUSIVE EVIDENCE THAT TOSHIBA REFUSES TO OPERATE IN GOOD FAITH
If Toshiba is capable of repairing or restoring this laptop to advertised condition that is 100% functional and fit for use, the company incurs absolutely no risk or financial loss by standing behind their products as advertisedThe ONLY plausible reason that they refuse to honor this is they intend to defraud on two counts:
- To breach the agreement to extend the warranty in order to let the allowable time for refund request to elapse
- To falsely shorten the advertised warranty then exhaust the remaining time period by continually having the product sent back for repair and holding it as long as possible
I have bought countless computers from all of Toshiba's major US competitors including *** *** * ** None have ever delivered to me a product that was defective right out of the boxAnd while I have experienced problems with all three of these brands they were repaired to 100% satisfaction on the first attempt and in an expeditious mannerNever have I encountered the combination of an inferior product and lack of customer service as I have with Toshiba
Toshiba can consider this matter closed all they want, I do notI work far too hard for my money to be defrauded and will exhaust all legal avenues to not only make me whole but to prevent other American consumers from being victimizedToshiba can take the most sensible and ethical road and repair my laptop and extend my warranty by 90-days or they can pay salaries and legal fees
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS received our customer’s unit on
12/30/in our repair facility and determined with a broken touch screen, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty)TAIS has informed our customer regarding the issue of overheating that the CPU fan on the unit is working the problem is the sensor that causing the Cooling system messageTherefore, the laptop is not overheatingAt this time we consider this matter closed

A Toshiba America Information Systems (TAIS) has contacted our customerWe completely understand our customers frustration with the repair providers inability to process his order, and the subsequent lack of follow
through from TAISWe have apologized for the inconvenience that this issue has caused our customerTAIS will continue to investigate as to why a timely and proper response was not providedAt this time we consider the 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,
*** ***

A TAIS representative was in contact with the customer on 03/14/TAIS has apologized for any inconvenienceTAIS has set up a service work order for the customer so they can ship their unit into our Depot facility for diagnostics and repair of the unit in accordance to the warrantyTAIS thanks the customer for finishing the survey and is currently waiting for the unit to arrive at our repair facility for diagnostics and repairFor a refund of the purchase price of the product, the customer would need to contact the reseller where the unit was purchased to determine if the product is still within the return policy time frameAt 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 belowI bet my whole life to say I did nothing to the tabletIt just stopped chargingIf they say the tablet broken by daily charge is not covered by warranty, I have nothing to sayWhat's the point for me to brake a tablet in less than a month?
Regards,
*** **

Here in the United States of America, we Americans feel that when a purchased item is defective upon purchasing it, WE DEMAND THE ITEM EITHER BE REPAIRED OR EXCHANGED AT NO COST TO THE CONSUMER!!! NO EXCEPTIONS AND DEFINITELY NOT HAVING TO ENDURE ANY EXPENDITURES WHATSOEVER!!!!!!!!!!

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
The TV uses defective bulbs and was worthless from day oneOther TV models using the same defective bulbs have been recalledIt is irresponsible for Toshiba not to include this TV in the recallThe fact that so much time has gone by is no excuse for their advertisingThere was a llawsuit some time ago against Toshiba including this model of television but my mother in law was not informed about it and could not take advantage of a settlement and just assumed she had been cheatedI guess she has been, but I figured the Revdex.com might stand up to the irresponsible Toshiba bureaucracy
Regards,
*** ***

A Toshiba America Information Systems (TAIS)
representative
has reviewed our customer complaintAfter doing a research our
customer was able to speak to one of our case managers and has advised that the
computer need to send to our depot repair facility to diagnose the unit physically
However our customer declined that optionOur representatives explained the
coverage of the standard limited warranty of the computer and the entitlements
sending it to our depot repair facility to have it repairedAt this time we
consider this matter closed

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research our customer has been contacted of one of our case managers/ leveltechnician to support our customer about the issue and our customer mentioned he bought his T.V year at this time our customer’s T.V is already out of standard limited warranty and there are no records under his information regarding to this concernThey may contact Toshiba repair service at ###-###-#### to set up a repair, 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
While Toshiba did indeed reach out to me, they did not complete their promises The representative, ***, said that he would send the box to me overnight He said that the box would be the right size He also said that the label to go back out would be for overnight shipping Only one of these things is true I got the box today, which is indeed overnight However, the box is again too small It is the same size as the first box I got Additionally, the label to use to send the laptop to the repair facility is NOT an overnight shipping label I called *** during business hours at the number provided and nobody answered or called me back
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaintAfter doing a research our customer’s computer is
already out of warranty since 04/29/and since our customer mentioned that they took the computer to *** *** for repair TAIS will advise our customer to contact *** *** again to check what would be the problem since they paid for the service or they can contact Toshiba Repair Service 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 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,
*** ***

Revdex.com:
The laptop officially passed away on April 20, from Motherboard failureI received a replacement from Toshiba Direct just yesterdayI too consider the complaint ID ***, closed for that reason only.
Many thanks to Revdex.com of Orange County for their efforts and service
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS has informed our customer that we already reviewed her
complaint and we found out that our customer has already provided a replacement for her unit by Toshiba DirectAt this time we consider this matter closed