Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s concern was software issue related and our customer was connected to our [redacted], a fee base support who handled software issue....

Based on the diagnosis they informed our customer that the unit needs to be updated manually, they advised our customer that they need to perform some software updates for them to fix the issue however our customer declined to pay for the support. Our customer was informed that any software related issue is not covered even the unit is still in the standard limited warranty. Our customer’s warranty for their computer was expired last 04/03/2013. 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.Horrible customer service, horrible company, I have nothing but ill will for the products and ALL the people who work there.
Regards,
[redacted]

A TAIS representative was in contact with our customer on 02/27/2014.  TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 11/19/2013. It would have been the customer’s responsibility to report any issues with the shipping in a timely manner, as the order was originally set up 04/08/13. 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 this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call her to discuss about the replacement of her computer. 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.
Regards,
[redacted]
they have not returned my last phone call and we still have the problem with our set. I called them and talked to a tech. he said that he would talk to the engineers and call me back. this was over a week ago and I have still not heard from the company.

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

has been in contact with our Toshiba TV support and will be updated about the resolution for the issue of his TV. 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's warranty for their computer
has already expired on 10/17/2014. And as per the Standard Limited Warranty our
customer has a 1 year limited 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 our
customer was informed that the issue they have from their computer in regard to
WIFI is software related. In accordance to the Standard Limited Warranty (SLW)
fixes to any software related issue is not covered thus, the support from our
Software department (+Care) is a subscription based. 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 was able to speak with one of our representative from technical and software support department. Our customer was informed that the problem...

of the computer was a 3rd party Software issue which is not cover by the Standard Limited Warranty (SLW) of the unit. Our customer was referred to Toshiba Repair Services for the support. In accordance to the SLW of the unit; (Software support, fixes or replacement. Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties). If our customer has questions or concern they may contact at 888-933-0322 or they can visit our website www.support.toshiba.com. 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 determines  that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not accept the Toshiba America Systems, Inc response because I sent in the laptop to their Depot facility in [redacted] to have it repaired on March 24, 2015. The laptop repairs were not done correctly.  The laptop came back in worse condition than I originally sent it in for. I have stated to Toshiba representatives that I needed it back in a timely fashion and that wasn't something they could offer.  This model Satellite S55t laptop apparently has a cooling system defect  I have read other online complaints besides the Revdex.com where this is a known product defect and for it not be corrected properly is disappointing. It apprears that if the depot can't fix the repairs Toshiba will have you send it to their "VIP" facility and they can supposedly fix it.
I have reviewed countless of Revdex.com complaints from consumers and their issues with Toshiba products. In the last 12 months there have been hundreds of complaints with products, service and warranty issuers. As a consumer and my first time ever purchasing a Toshiba product I have never had to file a Revdex.com complaint Toshiba"s reply is stating that I refused to send in my laptop for repair is totally false. I sent my laptop in for repair on March 24, 2015 via [redacted] tracking #[redacted]. I received it back from the Toshiba repair depot on April 10, 2015 with a Toshiba Product Repair-Customer Receipt stating the laptop was repaired to the original product specifications. I have attached a copy of the receipt stating so. I tried attaching a video of the laptop and its failure to function properly, unfortunately it will not send with this message for some reason.
Toshiba knows that these are common issues with these laptops. After extensive research I found similar customer related issues. A lot of these issues are right after purchasing the product. The best resolution for me would be a new replacement or a complete refund. I also mailed a letter on April 14, 2015 to Toshiba's Corporate office and have not received any response concerning my concerns. I will send a copy to my local newspaper editor and local news station voicing my displeasure regarding this matter.
Regards,[redacted] 
###-###-#### cell
Regards,
[redacted]

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

able to contact our software support department which is a fee base support for advance troubleshooting for computers. Based on our records the computer of our customer was already out of warranty since June of 2010. 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's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers. Our customer was advised that TAIS cannot process repair reauthorization because it was...

already 7 months since the last repair was done and the unit was already out of warranty since 12/25/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance. They may contact Toshiba Repair Services at 1-800-438-3910.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer has an issue regarding...

with software configuration of his computer. Our customer can visit our website at http://support.toshiba.com/drivers for them to download the recent drivers & software updates for his unit. Our customer can ask assistance from someone that he knows to contact us at 1-800-457-7777 to perform troubleshooting on his computer and to diagnose the issue further in accordance to the standard limited warranty (SLW) of the unit. 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 timeline provided by Toshiba does not reflect accurately the events regarding this incident. When we contacted Toshiba, we described the damage as the LCD panel behind the screen being cracked. The tech support representative , identified only as Dominic, stated thatsince there is NO EXTERNAL DAMAGE to the television, that the repair would be covered under warranty. We were asked to submit two photographs, one showing the screen with the television on and the other showing the screen with the television off. We were told that we would be contacted in 48 hours. After three days of no contact, we contacted Toshiba again. We were advised that the photographs had not been received and were advised to re submit them. We did this, and after 4 days of no contact we contacted Toshiba again. We were advised that the photos were received, and that the television would be repaired AT NO COST TO US. At this point Toshiba had seen the actual damage to the television, and been advised of the condition which involved a cracked LCD behind the screen. Having been informed of the extent of damage and having been given visual confirmation on the damage. With full knowledge of the exact damage to the television Toshiba entered into a VERBAL AGREEMENT TO REPAIR THE TELEVISION AT NO COST TO US. We at that time we issued a repair order, and were advised that a technician would contact us to schedule the replacement of the lcd panel. When we were contacted by the technician we were immediately met with confrontation. The technician was unfriendly and combative. He asked that we submit the photographs that we had submitted to Toshiba again, as the LCD screen would cost him $775 ($100 more than we paid for the entire television) and that if he returned a cracked LCD to Toshiba, they would not reimburse him regardless of their warranty terms. I repleied that Toshiba had already agreed to repair the television, and if he had any issues with the repair order then he should refer those issues to Toshiba. I expected the agreement to repair our television to be honored. At that time the technician hung up on me. I contacted Toshiba to file a complaint, only to again be met with the same confrontational combative attitude. Toshiba was now advising me that since their technician refused to do the repair, that they were denying it under warranty coverage. I asked when the warranty policy changed to exclude internal damage not caused by physical damage or accident, and they refused to answer any questions about the warranty. I asked for a copy of the warranty to be provided and they also refused. Also, this television is clearly defective. With the blessings of a  retailer keen to demonstrate the superiority of their products, I have been testing the durability other television sets. After pressing the screens to 1/4" deflection, grabbing the screen from the top at the frame, and grabbing the sides and corners and twisting the frame, none of these televisions suffered any damage whatsoever. After being subjected to impact, there were no cracks present in any of the tested televisions. Unfortunately there were no Toshiba televisions available at the retailers to compare against When I inquired as to why the retailer was not carrying Toshiba televisions,  I was advised that they do not carry Toshiba televisions due to complaints from customers. I have extensive experience with repair and maintenance of computer equipment, smart phones, and electronics much more complicated than this television. There is no reasonable cause for the damage to this television. Without experiencing an impact hard enough to leave marking on the case or screen there is no reason this LCD panel should have cracked. This LCD panel cracked and there is not so much as a fingerprint on the screen. For a television to suffer this kind of damage, there should be a ding or scratch or tear in the screen itself or a crack in the frame. Unless the television experienced an impact of this level, it shoudl not have cracked as other makes and models of televisions which are similar in size and thickness can withstand a fair amount of punishment without suffering physical damage. This television set is not suitable for the consumer market, and if it is sold on the consumer market should be labeled as "FRAGILE" and should have detailed instructions on the handling of the television and a warning advising that the television can suffer critical damage under ordinary usage so that purchasers will be aware and can make informed buying decisions. Had we been advised of the delicate nature of the television we would have never purchased it, because right now I can go to Walmart and get a LG television that is 10" wider , which I have already seen proof of the superior durability of for $25 less than we paid for this DEFECTIVE television.  I can get a LG the same size as the Toshiba we purchased for $200 less than we paid for the Toshiba. We have an LG upstairs which has been with us for a year, been moved to several locations in the home, and has been tested to be far superior in durability to the Toshiba. We lament the decision to bring a Toshiba product in our home as it now causes us DAILY AGGRAVATION. That being the case we cannot understand how Toshiba can believe their  decision is conscionable At this time I would also like to point out that, Toshiba never provided
us a copy of this alleged warranty. There was no warranty information
with the television itself , only a one page fold out with directions on
how to hook up the television. There was no warranty available at the
time of purchase from Toshiba, only a statement that a warranty existed
and this statement did not describe wheter the warranty was FULL or
LIMITED. The only warranty information that was available was through
Square Trade, and the Square Trade  warranty does not come into effect until AFTER
the Toshiba warranty expires. That being the case, Toshiba has FAILED to
provide warranty information in accordance with the Magnusen-Moss
Warranty Act. This would also constitute a violation of the FTC act Section 5 - Unfair & Deceptive Business Practices. This is also a violation of Maryland- Article - Commercial Law- §14–403 & §14–404.  As no information regarding the warranty terms or repair has ever been provided to us outside of a "repair order" which was never honored, as we entered into a verbal agreement to repair the television which also was not honored, and as the INTERNAL DEFECT covered under Toshiba's alleged warranty was denied. Regardless of whether Toshiba considers the case closed, we do not as Toshiba has made no attempt to honor their warranty or the verbal agreement they made to repair our television. We have submitted complaints with the Maryland Attorney General Office
of Consumer Protection, and with the FTC. We are also reaching out to other dissatisfied customers who may have been victims of wrongdoing at the hands of Toshiba. We will continue to petition
state and federal agencies on this matter until we reach the desired
resolution. Sincerely,
[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.Dear Sir or MadamThe issue with the computer is not due to accidental or physical damage and I feel that Toshiba customer service is incorrect. I have talked to a software engineer and information technologist and they state it is a faulty computer. It was no fault of mine that the computer is not working properly and I am not going to pay for the repairs on a computer that I did not damage.
Regards,[redacted]

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.  Upon receiving the new battery, I will quickly use it to drain it.  After that, I will recharge it immediately.  If it performs as intended, I will consider this case resolved.
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.Toshiba didn't provide any resolution for the defective Toshiba laptop I bought. Instead, Toshiba hust stated the general policy of warranty and then requested closing this complaint.
I cannot agree with Toshiba on their irresponsible attitude towards customers and again request a replacement of this defective laptop with Toshiba paying for the shipping and packaging cost.
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 like the copying and pasting in your responses to me.  Wow, you will “provide corrective feedback?”
That really helps me out with my current situation. There are multiply people
involved and it mainly has to do with their superiors that taught them to
handle a case this way, so good luck fixing that issue.  Also, the corporate number that is on their
site does not work and you have to have an extension in order to talk to
someone.  Every company out there, even
crappy ones such as Bank of America, has a real corporate number that you can
get in touch with someone there and a real president’s office number to talk to
someone about ridiculous mishaps that they caused.  Toshiba has none of those, which is insane.  This on-going “repair” has been anything but “VIP”!  I was told that the repair would take 7-10
business days, but from this repair facility it is no longer than 5 days.  At this point of time, the more recent repair
facility received my computer on October 8, 2015.  It got updated a few days later saying it is awaiting
parts and the ETA is November 9, 2015.  So,
I basically waited a whole month and I checked today to see if there was any
update and at this time, it shows the same thing, see attached photo [[redacted]].
This is unbelievable and extremely unacceptable!  I have not had a properly working computer  this whole semester of school, (not to mention
it was brand new) which is the fault of Toshiba’s lack of quality it has toward
their products and subcontracting to repair facilities that have no idea what
they are doing when it comes to fixing an easy
problem.  Honestly, I am worried about
the new repair facility damaging my computer even more, seeing that the old
repair facility only had to fix a key on the keyboard and end up breaking my
speakers and severely scratching up
my laptop.  They are going to replace the
lcd lid that was scratched, which worries me because it is right next to the actual
lcd screen which can be easily broken if they are not careful.  I not sure how Revdex.com ratings work,  but they should not have an A+ when there is
over 730+ complainants dissatisfied of how Toshiba is handling their problem.  It is getting to the point where I am getting
frustrated and looking into other options in regards to getting this settled,
because honestly you guys owe me for all of the time that you have wasted from
my life without having a properly functioning computer for school.  This computer, that was brand new, should
just be traded out completely, or I should get a full refund, at the
minimum.  I realistically should be
reimbursed “above and beyond” for all of the extreme inconvenience and lack of
respect throughout this whole process.  
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.
No they blantly lied to me saying that it was impossiable that my item was broken. Once again you guys are trying to scam me. I paid over 500$ for this laptop & you people won't even stand by the warranty & fix it. I need a refund for my product or I will have to further take this into law. You guys treat customers like we are worth absolutely nothing. Everytime I call, THEY NEVER answer. I want my money back ASAP. I never want to deal with you con-artist again.
Regards,
[redacted]

A Toshiba America Information...

System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representative and has offered to send her computer to our Toshiba Engineers/Tri-Star to fix the issue. Our customer agreed with that offer. At this time we consider this matter closed.