Toshiba America Information Systems Inc

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 language ..."TOSHIBA
IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR
INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR
REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY
TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED"... does not appear anywhere in the Toshiba End User License Agreement (EULA) as shown at [redacted].   However, a plain reading of the argument in quotes is that ..."TOSHIBA
IS RESPONSIBLE FOR THE RESTORATION OR REINSTALLATION OF ALL SOFTWARE
INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED".  Thus by their own argument against the complaint, Toshiba has completely affirmed the complaint's validity.  TruNote, TruCapture, and TruRecorder are installed by Toshiba on its Encore 2 Write tablets at the time of their manufacture.  Toshiba is therefore responsible for the restoration and reinstallation of these and all other software programs originally installed on the tablets.Moreover, Toshiba's use of language from a repair warranty is just a specious attempt to sling anything at the complaint in the hope it will stick.  The complaint has nothing to do with the tablet's repair warranty, but rather with Toshiba's violation of the terms of its End User License Agreement and with its unfair and deceptive attitude towards full support of the Encore 2 Write tablets.  The intransigence of Toshiba in its refusal to simply provide downloadable TruNote, TruCapture, and TruRecorder installation files for owners of its Encore 2 Write tablets is typical of any large manufacturer that has no true regard for its customers' needs.  Toshiba could easily control such downloads, if that is an issue, by requiring customer serial numbers.  Mine is [redacted].  Now Toshiba can stop claiming that it has no record of my tablet ownership, although of course it has had that record all along.Toshiba has thus far not had the integrity to fully provide what it owes to its customers, and would prefer instead to perpetually say "we consider this matter closed".  I can only repeat my reasonable response that "The matter will not be closed until Toshiba provides downloadable installation files for TruNote, TruCapture, and TruRecorder."  I would add that it is asinine of Toshiba to carry on with petty responses rather than effecting a fair and simple remedy.  Since the Revdex.com seems to see itself as a courier of messages rather than a real arbiter of change, I would also like to remind Toshiba that their mindless arguments provide additional fodder for the formal complaint lodged against them with the Federal Trade Commission, hopefully a body with far more teeth than the Revdex.com.
With little reason for regard,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that this case was forwarded to our Order Desk department to process a replacement and one of the order desk representative has made multiple attempts contacting our customer by phone. However, our customer in not available. If the customer has any questions or concern they may contact at [redacted]

A Toshiba America Information Systems (TAIS)...

representative
has reviewed our customer complaint. After doing a research TAIS found out that
our customer placed the order online last 03/28/2015 at 3:59pm PST and the
order released from the warehouse the same day at 4:11pm PST. Our customer was
advised that his order had already processed and unable to cancel or make
changes. Our customer was advised that he could place a new order for the
correct adapter and just return the incorrect one that he processed online for refund.
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.First of all, the hinges are NOT broken.  So your decision is wrong.  We believe there is a design flaw of the hinges that connect the LCD screen.  Because you open and close the computer many times, the connecting points  between the hinges and the LCD screen become loose.  Thus it causes the Side of the LCD screen split open.  As a result, it makes the laptop become dis functional.  This has to do with the material deterioration and poor quality control.  It is well within the warranty coverage.  We want the laptop replaced.  Toshiba cannot just keep denying the warranty coverage.  It must stand behind your product.  It is not reasonable for a business to treat a customer like Toshiba has been so far.  I have found many similar complaints online on Toshiba computer products.  Your customer service needs to improve.
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.
Hi [redacted], 
I am contacting you regarding the complaint I had filed a while ago. I received the message of the Revdex.com that the case would have been closed, but sadly it was not solved.
After receiving a call from Toshiba they requested the shipping of the laptop to their repair facility, which I did. After 2 business days I received the laptop back with the note attached "Status: REPAIRED"
But after testing the laptop, it was still the same problem. So I contacted Toshiba support again with the outcome that I am supposed to send the laptop in - again! 
They just have to request an authority to ship a box with a return label and then will contact me to confirm. 
That has been about 8 days ago without any message from Toshiba. 
This whole procedure with Toshiba is just absolute mind blowing !
I would like to ask you to reopen the case again. 
Thank You very much, 
Best Regards from San Francisco, 
[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 have spoken with many different representatives over the phone and the response is that each case is handled on a case by case basis. To me, that would suggest that someone could look at this case and see that the [redacted] in question is a faulty unit based on a problem occurring, a repair to fix said problem, and then a reoccurrence of the exact same problem to a T. I just find it ridiculous that I have received such poor service with such lack luster attitude from everyone at Toshiba considering a purchase of their flagship computer line. I wanted to love this computer, and instead have had nothing but grief over a poor decision to make a purchase with this company. Had I known of the serious lack of quality found in the product and those supporting it, I would have purchased any other computer than Toshiba's. All I need is one person from Toshiba to acknowledge that this problem should never have happened and then take the necessary efforts to resolve my problem. I don't need another cookie cutter customer service agent telling me to send the unit in for a repair, I just purchased it for crying out loud, it should not have to be sent in for anything at all. I need someone to step up and take the bulls by the horns and resolve this issue for a very dissatisfied customer. How has it gotten to this, that this major corporation is just going to ignore the needs and desires of their consumers and such a flagrant and uncaring manner.
Regards,
[redacted]

A TAIS representative was in contact with our customer on 02/11/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 10/11/2013; per the customer informing TAIS of the purchase date of 10/11/2012.  Per the Standard Limited Warranty it states,...

“Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research...

Toshiba followed the (Paperless Campaign) for the economical purposes. Our customer can logon to our website at [redacted] and just enter the serial number of the TV for them to check the manual & specifications of the unit or they can contact our Toshiba Visual Product Services and Support at ###-###-####. At this time we consider this matter closed.

A Toshiba America information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that according to...

specification sheet and manual of our customer’s unit “Services and features available through the Cloud may change or removed at any time. Services and features depicted or listed here and provided through the Cloud may not be available outside of the United States and may not be available”. At this time we consider this matter closed.
Here’s the link of Spec Sheet for Model 65L7300U – footnote for Cloud TV
 http://support.toshiba.com/support/staticContentDetail?contentId=4003670&i...⇄

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After 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 offer. Our customer has advised that the refund is not covered/part of the standard limited warranty of the computer. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has advised that the...

recovery media that she received was only mislabeled and even if we process a manual order for that recovery media it will be the same. TAIS has advised our customer that the refund will be processed from the original order that she placed and since the warranty of the computer already expired our customer can go to any authorized service provider to check the unit and to have it diagnosed what would be the main issue. 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...

experienced. TAIS has advised our customer that the our website is already updated and she can successfully process ordering the recovery media for her computer and TAIS has advised our customer after she processed ordering the recovery media on our website TAIS will process a full refund for the amount that she paid. Our customer agreed. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

A TAIS representative was in contact with the customer on 03/10/2014. TAIS has apologized for any inconvenience and has again offered to provide a warranty repair. The customer has declined the offer. The customer has sent the unit to the corporate office and this unit is now considered an abandoned unit. TAIS explained to the customer it was his
decision to send the unit to the corporate office and it is now considered an abandoned unit. TAIS offered to try to locate the unit and set the unit up for
a repair with the customer declining.  At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer already contacted of our refund specialist and provided a partial refund for the amount that he paid for the support, 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 wish to inform TOSHIBA their product warranty and retailing ethics on matters "right out of the box" defective products is an absolute "farce" and if any prospective customer take the time to read it they would never purchase a TOSHIBA product.  I or my family (and maybe friends) will never purchase another TOSHIBA product, and I will always discourage retailers and electronic customers to avoid TOSHIBA products as long as I live. 
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 do not have the funds to pay for the shipping regardless if I will be reimbursed later on. Secondly I have taken the tablet to a third party repair company. They removed the battery because it had exploded inside the unit making it useless. This I am not surprised by since the last time I was able to use the device I ran a program called BatteryInfoView and it stated that this 15 day old device's battery had almost 700 charge cycles.  So that will be another thing not covered by their SLA. If Toshiba wishes wants me to return the unit in this condition I will but I am unable to prepay for the shipping whether or not I will get it back. I realize that I purchased the entry level cheap model but with a national brand such as Toshiba I expect it to last more than 15 days.
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted of one of our case managers/ level2 technician to support our customer about the issue and our customer mentioned he bought his T.V year 2008 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 concern. They 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 [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 Systems (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our...

customer has experienced. TAIS has informed our customer that since he has an Extended Service Plan (ESP) we already forwarded the case to Service Net which is the provider of the extended warranty of his computer. TAIS has advised our customer that he will receive a call from the warranty provider (ESP) within 2-3 business days to discuss about the process of his request. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found...

out that our customer’s unit has a cracked screen and will fall as physical damage, which is not covered by the standard limited warranty of the unit. At this time we consider this matter closed.