Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS has Informed our customer that as per Toshiba Repair Services website, units which have liquid spills, and/or have physical damage are quoted using time and material calculations. TAIS has offered $100 Toshiba Direct credit as a gesture of goodwill. However, our customer has declined the offer. We will keep the offer available for 7 business days should our customer reconsider. If the customer has any questions or concern they may contact us at [redacted]. 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 customer was able to speak to
one of our case managers and has advised that her computer will be send to our
VIP repair facility wherein our Toshiba Engineers will be doing diagnostics and
apply the fix for the unit. Currently the computer is in-transit going to our repair
facility under Fed-Ex tracking number [redacted]. 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 am very shocked to learn that Toshiba's warranty does not cover anything "plastic." The computer is mostly made of plastic! It is difficult to read the language  in a warranty when shopping in a crowded store. If I had read that, I wouldn't have purchased the computer at all.
I hope this complaint and Toshiba response will be available on the Revdex.com website for future laptop computer purchasers to read.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research based on the records of Toshiba Direct the computer was shipped last 7/23/2015 under [redacted] tracking # [redacted] and the package arrived at the [redacted] location last...

7/29/2015 in [redacted], **. Our customer was advised that the unit was with [redacted] and still in transit per the [redacted] tracking and since the customer's delivery address was in a remote area of AK it can take longer for delivery as a 3rd party is used to deliver the package to the final destination. Our customer was advised and provided a compensation for the delay due to Lithium Ion Battery Declaration to [redacted]. Toshiba Direct refunded the shipping charge to our customer, our customer requested to cancel the order so that Toshiba Direct asked [redacted] to stop the delivery and return the package, however they advised that the package was already take place by their 3rd party vendor [redacted]. Our customer was provided a Return Authorization (80123494 and a return [redacted] shipping label ([redacted]) if they wished to return the product for full refund. According to Toshiba Direct our customer has acknowledged the receipt of the computer and they can still return the unit under the return Authorization that they provided. At this time we consider this matter closed.

A TAIS representative was in contact with the customer on 02/04/2014. TAIS has apologized for any inconvenience and has provided a work order in accordance to the warranty for the customer under authorization number (V2- [redacted]). Currently we are waiting for the customer to send the unit...

to our depot. It is stated in the Standard Limited Warranty the shipping and handling is the responsibility of the customer. For a refund/replacement, the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the return policy timeframe. At this time we consider this matter closed.

The computer came with a Windows Vista COA on the back and a SATA drive.  This computer did not initially come with Windows XP.  If you even read the complaint you would have seen all the forums complaining about this specific topic.  Toshiba intentionally sent me a defective disc.
 
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]

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 response from Toshiba America does not address any of the reasons for the initial complaint, nor the facts of the matter. Toshiba says that I need to "send-in to [redacted] repair facility to have it properly diagnose and repair (SIC) with the engineers." If the original complaint had been read, Toshiba would have understood that the computer *has been sent in *4* times for "diagnose and repair."* It has now been at [redacted] since early August with no confirmed date for repair.
Toshiba says in their response that "replacement is not an option" under the Standard Limited Warranty. Yet, in the next paragraph, they quote the warranty by saying "If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair *or replace* the Product...." contradicting the previous statement.After receiving Toshiba's response, I have the following concerns: 1) the response clearly indicates that my actual complaint was never read by Toshiba given that it said I need to send it in for "diagnose and repair" even though I indicated it *has been sent in* for the fourth time; 2) I have not had use of my computer for 3 1/2 months (since the failure that occurred on May 27); 3) No realistic resolution time for repairing the unit has been given -- *most* vendors have an "anti-lemon" policy that after 4 failures for the same problem, would issue a replacement; and 4) As reported to the Revdex.com last week, Toshiba has *not* answered any of my four messages left to the Toshiba number listed on the [redacted] Revdex.com web page (supposed to be a 24 hour response), nor does the contact listed for escalation even work for the company. *The information Toshiba provides is inaccurate.*As thoroughly documented in the initial complaint, the issue is *NOT* that the computer needs to be sent in for diagnosis. The computer is now on the *FOURTH* repair from the vendor and has already been diagnosed for a fourth time. None of the previous attempts at repair have been successful.I would appreciate a response *from Toshiba* (not [redacted]) that addresses the actual details of the complaint and indicates that it was actually read by [redacted].
Regards,
[redacted]

A Toshiba America Information Systems...

(TAIS)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer was offered Premium Support Bundle (PSB) by [redacted]
which is a Software department and explained to the customer that the issue of
the computer is a Software related issue that is not part of the Standard
Limited Warranty (SLW). If our customer is willing to avail the support from
[redacted] they may contact ###-###-####. At this time we consider this matter
closed.

A TAIS representative was in contact with our customer on 02/13/2014. TAIS has apologized for any inconvenience and has offered to provide a service work order with our VIP service for diagnostics and repair in accordance to the warranty. The customer has accepted the repair....

Currently we are waiting for the customer to receive her unit from the Microsoft concierge. 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 does not satisfy me.  They originally sold me a defective product and are not standing behind it.
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.From: [redacted]Date: Thu, May 1, 2014 at 9:52 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]
I AM NOT SATISFACTION WITH TOSHIBA  DECISION MAKING .BUT LET TOSHIBA TO SENT ME A FREE BOX WITH PRE-PAID SHIPPING TO FIX THE LAPTOP.

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has...

experienced. TAIS has informed our customer that we will forward this case to our Order Desk department to process a better replacement for his unit. TAIS has advised our customer that within 1-2bussiness days he will receive a call from our Order Desk to discuss the process of the replacement. Our customer accepted and agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. AT this time we consider this matter closed.

A TAIS representative has been in contact with the customer. TAIS has apologized to the customer for any inconvenience. TAIS received the customer’s unit on 02/11/2014 in our repair facility with a broken [redacted] 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 the customer the cost of the repair is now their responsibility. The customer has received the unit back from the depot unrepaired under the Fed EX tracking number [redacted].  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 already spoke to one of our...

representative from corporate and they provided a resolution to the customer. Our customer agreed with that resolution. At this time we consider this matter closed.

mso-fareast-language: EN-US; mso-bidi-language: AR-SA">A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS has informed our customer that any physical or accidental damage is not covered under the warranty and that was the reason why our customer was referred to Toshiba Repair Services (TRS) and it will be at their own cost since the issue is not in accordance with the Standard Limited Warranty (SLW). At this time we consider this matter closed.

A TAIS representative was in contact with our customer on 02/13/2014. TAIS has apologized for any inconvenience and has offered to provide a service work order for the customer to ship their unit to our VIP service for diagnostics and repair in accordance to the warranty. Currently the customer is...

waiting for the box to arrive to ship the unit in to our engineers. 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 has determined that the (Cosmetic Damaged Base, Hinges, Physical Damage, etc.) on the...

unit of our customer is not covered under the Standard Limited Warranty. TAIS also found out that our customer has an extended warranty from Square trade and according to our customer they will shoulder the repair cost. Our customer may contact our Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair at their own cost or they may call the technical support department at [redacted] to locate a nearest Authorized Service Provider (ASP) on their location. 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.It is a shame that a company such as toshiba can lie, divert blame, try to sell customers unneeded service plans...and when the CUSTOMER proves it is a warranty issue...they then agree to fix it and sweep it under the rug.  For all this trouble and hassle they should provide me with a brand new laptop.    Instead....case closed before they have even completed the repair.
I hope my case is made public to show others the deceitful tactics in use by Toshiba. 
Regards,
[redacted]

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

has reviewed our customer complaint. After doing a research our
customer was able to speak to one of our case managers and has informed that
Toshiba did not provide a loaner computer in accordance to the standard limited
warranty. Our representative created a depot repair order for the unit and currently
our customer is waiting for the box that they can use sending their computer to
our depot repair facility to have it diagnose and fixed under FedEx tracking
number [redacted]. 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.
The reason I am not happy with the response is
1) I received the battery on 11/25/2013 and sent it on 12/19/2013, which was within the 30 days time frame. It's not my fault that Toshiba provided me with the cheapest return label that took 8 days for the battery to reach them. If they would have provided with next day return label, they would have got the battery on 12/20/2013 itself.
2) The Toshiba customer representative whom I talked to on 11/20/2013 has assured me that if it took more than 30 days to return the battery, then if I call them back then they would refund me the $101.60 charged on my card.
3) At the end of all this, I was caused inconvenience because Toshiba supplied me with a  defective battery.  I called them, got the new battery and they got the old defective battery back finally.
  I see no reason that they should hold on to my $101.60 just because of a technicality in how they count the number of days.
Regards,
[redacted]