Toshiba America Information Systems Inc

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 we will process a credit/refund back to his account. Our customer agreed with that. If our customer has any questions or concern they may contact us directly at [redacted].

A Toshiba America Information Systems (TAIS)
representative...

has been in contact with our customer. TAIS has apologized for
the inconvenience our customer has experienced. Advised our customer that I
will create a prepaid shipping label and send it thru her email address, however
our customer has informed us that she was able to print the self-shipping label
and shipped the unit going to our repair facility yesterday. Since the unit was
shipped out going to our repair facility advised our customer that we will
monitor the repair process by our technicians and give an update. Our customer
agreed with that. If 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.
Toshiba refuses to acknowledge that the screws that were absent from the computer to begin is the exact problem and what caused the hinge to come undone and pinched the wires of the computer.  If the product is missing parts that were not there at the time of sale then it is in fact the a manufacture's defect and that is in fact covered by a warranty. 
I do not accept that Toshiba will not repair my computer due to an issue that was caused by their manufacturing line and poor quality control. Computer will be sent in so that they can see exactly what problem they caused with this computer. I expect them to repair the issue caused by the lack of screws that were NOT with the computer upon purchase. 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaint. After doing a research TAIS found out that it shows on the email of the channel sales manager that they are the one who will send the shipping label to our customer after the repair order has processed and they need to provide this information below:
- Repair Ticket/order #: TP-[redacted]- Customer info: Name, email, address, phone -And the address Toshiba provides them where unit must be shipped to. It should be an address for Toshiba Repair Depot ( [redacted]).
It shows on the email that once this information is provided, they will send the shipping label to our customer. If our customer has any questions or concern they may contact the Channel Sales Manager or the Toshiba Inside Sales support representative at the phone number that has provided on the email.

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 was
advised that the computer needs to send to our depot repair facility for
further diagnosis. Our customer agreed and accepted that offer. Our customer
will receive an email notification to complete the repair order. At this time we
consider this matter closed.

I am on vacation and don't have access to my computer to get the serial number. I cDNA send it to you on August 8.
Thank you for your assistance.
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 been contacted by one of our corporate representatives and was informed that the issue of the computer is out of scope due to physical...

damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services 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.Toshiba's sales manager guaranteed a free shipping label for our school district when we need to send things for repair.
Please see the e-mail chain below:
-----Original Message-----From: [redacted] [mailto:[redacted]@toshiba-sales.com] Sent: Friday, November 13, 2015 2:18 PMTo: Steve FioreSubject: RE: [redacted] PUBLIC SCHOOLS, REGION:mail_order, DIST:mail_order - Quote createdHi Steve,As per our call this afternoon, here is some information you can forward to your customer.-Toshiba’s repair center policy -  customers are given two options when they need to ship equipment back to Toshiba for repair (see attachment as sample)- Customer may pay $29.99 to use Toshiba's shipping method, or -Customer may choose to self-ship the faulty unitPlease advise your customer to select "self-ship". In order to do this, they need to enter a repair ticket. Toshiba's websitehttp://support.toshiba.com/. They can call 1-800-457-7777 if they have any questions about submitting a repair ticket. Once a ticket is issued, we will send them a FedEx label to cover shipping cost.I would need the information below to issue a shipping label:-Repair ticket #-Customer info: Name, email, address, phone -And the address Toshiba provides them where unit must be shipped to. It should be an address for Toshiba Repair Depot. Once I have this information, I will send them a shipping label.Thank you,[redacted]Channel Sales Manager | CDWBusiness Solutions Division of Toshiba America  Information Systems, Inc.Phone: (847) 280-0589Email:  [redacted]@toshiba-sales.comFor additional assistance, please contact your Toshiba Inside Sales support representative:
[redacted]
BSD Inside Sales Support(888)328-4631[redacted]@tais.toshiba.com  
 
________________________________________________________
If you need a screen shot, please let me know and I can provide it.
 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed out customer's complaint. After doing a research TAIS found out that our customer's case was already endorsed to our order desk department and they already processed a manual order for the battery of her computer. However,...

the part of the unit is still on backorder. Our representative will update our customer once the tracking number is available. Regarding on the printer issue of our customer, we highly advised them to contact the manufacturer of the unit because that is a third party company which is out of scope of Toshiba and in accordance to the standard limited warranty of the unit any third party software issue is not covered by the warranty. If our customer has any questions or concern they may contact at 855-674-3553 or they can visit our website warranty.toshiba.com.

This response does NOTHING the change TAIS's Warranty Procedures...  The thought of a Warranty here in the United States of American is to repair/replace a given Product while under Warranty with NO COST TO THE CONSUMER.  TAIS for 2 months required me to pay a $25.00 Fee for shipping expenses in order for TAIS to repair my Laptop that was less then 2 months old.  Furthermore, the Laptop NEVER performed to my expectation from the date of Purchase 1/2/14.  I have literally spent over 48 hours on the Telephone over a 4 day period due to the fact that NONE OF THE TECHNICAL SUPPORT Personnel that answered the telephones at TAIS could FLUENTLY speak English.  In my opinion, TAIS should not be allowed to do Business here in the United States of America.  Their Warranty procedures are ridiculous!!!  This is absolutely HORRENDOUS!!!!
 
I gave [redacted] 1 more opportunity to have their Laptop back as I felt it was only right that [redacted] had the Unit in their possession since Visa had guaranteed I would receive a FULL Credit for the Purchase price I had paid due to TAIS's lack of Customer Service Skills!!!  [redacted], after 3 months of frustration of TRYING to deal with Individuals who could not speak English, Credited me my Purchase price of the Laptop.   THANK GOD

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.
After doing a research TAIS found out that our technical support representative installed and update the driver version of his computer and after the update the issue was fixed. At this time we consider his matter closed.

A TAIS representative was in contact with the customer on 01/30/2014. TAIS has apologized for any inconvenience. Tech support offered assistance, basic troubleshooting so the issue could be isolated with the customer declining stating she did not have the time and disconnected the call. For trouble...

shooting assistance or setting up a repair, the customer may contact tech support 24/7 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.This "VIP " facility is the same one that the computer was sent to 3 prior times with the same results. They know that this is a lemon and are biding time for the warranty to expire. I will be going to the news station to expose their responses to a senior citizen consumer.
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]
No I did not accept that offer, the only way for me to get a check was to turn over my tv to a shipping company in 7 to 10 days. When the tv reached a warehouse I was told there would be a check written in 6 to 8 weeks. I did not agree to this for the reason that once I lost control of my tv there would be nothing for me to bargain with or trust.  They would not provide a signed written document stating exactly what would take place so I did not accept the offer.
In the meantime, ironically, the main board which is the part I was waiting for was delivered a [redacted] repair man replaced the board. At first he was unwilling to wait to actually see if the board resolved my issue but after several words and 2 hours later the smart portion of my smart tv was working. The [redacted] portion of the tv still has a few hicups dropped reception or movie viewing but it is working. This is a far better option than sending my tv with a trucking company without a signed written agreement that both parties agree to and then possibly receive a check in 6 to 8 weeks. I will continue to use as is as long as the tv will continue to function as is.
Thanks for your help in a helpless situation but I do not believe our laws apply to Toshiba Corp

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research, our customer already spoke to one of our representative from corporate and they provided a resolution to the customer. Our customer agreed with that resolution. The recovery media already sent to our customer under FedEx tracking number [redacted] and it was delivered last (Wed 06/11/2014 12:53 pm) and also the email already sent to our customer.  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]

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 didn't call back the next business day nor today. I called them back the next day and today but was only able to leave voicemail.  I did however finally got my laptop back today but now it's has a minor damage on the bottom metal frame of laptop. This is unacceptable. Now I will have to ship this back and be without a laptop for x amount of days/weeks. It has been difficult working without a laptop. I would like a refund. Thank you.  
Regards,
[redacted]

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID [redacted].
 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 toshiba rep told me they have called their subcontractor multiple times but have kept being transferred to the general number. They have not yet resolved the open item. I told the toshiba rep that I am waiting for toshiba to resolve the open item and I will then consider the matter closed. The toshiba rep said they did not expect me to accept the matter closed until they had resolved the open item.
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 accept this - however, as of today, May 15th I HAVE STILL NOT
RECEIVED THE ADAPTOR FROM TOSHIBA. THIS MATTER IS NOT CLOSED!!!!]
Regards,
[redacted]