Toshiba America Information Systems Inc

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

our customer computer warranty runs out for about 2 years so that TAIS are unable to authorize a repair. Our customer can contact Toshiba Repair Services telephone number ([redacted] to set up a repair for those computers which is out of warranty. 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 we will process a repair by
sending the computer to our engineers to diagnose the issue and have it fixed.
Our customer agreed to that offer. If our 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 contacted our customer. TAIS has apologized for the inconvenience our customer has experienced....

TAIS has advised our customer that we will create a VIP repair and send her computer to our Toshiba Engineers to have diagnosed and fix the issue. 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.
Hi,The issue with Toshiba has not been resolved. They keep calling and when I answer, their system hangs up on me. I've had a death in the family and a mother undergoing various surgeries and I haven't had time to play phone tag.
Please call me at [redacted]
Thanks,[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 states that the warranty does not apply, pointing to the following clause:t thhat Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof
covers, plastics, or appearance parts such as interior or exterior
finishes or trim. Our customer was referred to Toshiba Repair Services
that they may contact at 800-438-3910. At this time we consider this
matter closed.They did not consider the other, preceding clause in their warranty, which states the following:
What Does Your Warranty Cover?
Toshiba America Information Syst
ems, 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 duri
ng the Limited Warranty Period. This Limited
Warranty covers the Product for warranty service
only within the country where the Product was
originally purchased and only covers Products purchased as new.
Their product was sold to me incorrectly assembled, missing a screw. I believe this missing screw caused the unit to fail. According to lawyers I know, the inclusive term ("What does your warranty cover?") takes precedence over the exclusive term ("What the warranty does not cover.") This is particularly clear in this case, where the failure that falls outside the exclusive term (a crack to the case) was caused by something that falls within the inclusive term (a defect in workmanship). Toshiba has failed in both responses to address this issue, and I don't understand their response? Is it that:a) The exclusive term takes precedence over the inclusive term (I believe this is legally incorrect and suggest they consult their lawyers).b) The missing screw is not a defect in workmanship (this was the claim of one person I spoke with on the phone and is clearly incorrect).c) The missing screw is a defect but could not possibly have cause the failure (a very dubious claim but also stated by someone at Toshiba).So which is it? Please read my email rather than simply responding again that the warranty doesn't cover this situation. The exclusive clause does not take precedence over the inclusive one.Thank you,[redacted]
p.s. I am now buying  a replacement computer and expect Toshiba to refund my full purchase price.

[redacted],
While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ([redacted]) to accept the only available option. 
Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.
Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.
Thank you
[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]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our technical support department resent a...

new recovery media for our customer’s computer to fix the issue. Our customer has received the new recovery media last Sat, October 4, 2014 1:45 PM ET under DHL tracking [redacted]. At this time we consider this matter closed.

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 03/27/2014, 03/31/204 and 04/01/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at [redacted]. At this time we...

consider this matter closed until we hear back from the customer.

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] The VGA port issue was due to faulty soldering not neglect, misuse nor abuse. While the monetary sum at the time was not great the issue is with repeated problems which are increasing in cost with each repair. the last repair was for over $550. The original cost of the unit was around $700 retail. With the total costs of keeping a working unit now exceeding $1400 it is totally unacceptable that you would tell me the matter is resolved. My unit now has two inoperative USB ports that were working and now are not. The repair of the motherboard and the inadequacy of product testing is evident in the condition of the unit I received in return. I fail to understand why you choose to ignore this issue and say "matter resolved." Unless some thing is done to resolve the issue I will refute the latest $550 repair through American Express card company and will seek resolution in small claims court.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit...

on 07/28/2014 in our repair facility with a Liquid Spilled, 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 the cost of repair is now their responsibility, unfortunately our customer declined the quoted price for the cost of repair which is out of scope, and it means the computer will be send back unrepaired. At this time we consider this matter closed.

A TAIS representative was in contact with our customer on 02/26/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order with the engineers for diagnostics and repair in accordance to the warranty. The customer has received the box via Fed Ex tracking number [redacted]...

(Actual delivery: Thurs. 2/27/2014 5:05 pm) for sending the unit to the engineers.  For a refund or exchange, the customer would need to contact directly the reseller (Toshiba Direct) where the unit was originally purchased to determine if the unit is still within the return/exchange time frame. 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 has contacted by our corporate and discussed about the evaluation on the unit/system. According to our repair facility the damaged showed no sign at all of melting, fire and smoke after the diagnostic was done. Our corporate representative explained that there was a quoted price for the repair due to this damaged because it is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). 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 already contacted by our...

technicians and the T.V was already fixed and our customer was informed about the reason why the repair was rescheduled and our customer understand it. 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.
Regards,
[redacted]

A Toshiba America Information System (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send his computer for rework and it will be send to our Toshiba Engineers and the repair would be prioritize and TAIS will going to send him also a free windows 7 pro recovery media disk. Our customer accepted that offer however our customer still want to send his computer to an authorized service provider, TAIS has informed him that is not covered by the standard limited warranty of his computer. The free box was sent to our customer under FedEx tracking number [redacted] Mon. 7/21/2014 1:57pm, our customer just only need to send his computer so it can be fixed as much as possible. At this time we consider this matter closed.

A TAIS Representative has been in contact with our customer. TAIS will provide a refund of the $49.99. Our customer accepted the offer. If customer has...

any questions or concern they may contact us back at [redacted]. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) represetative has reviewed our
customer's complaint. After doing a research the service order number did not
recognized by our system and based on the response that our customer provided, the
unit is with best buy repair facility not in Toshiba. TAIS doesn't have access with the
repair of the computer since it was sent to best buy repair facility. Our customer may
contact best buy for more information regarding the status of their unit.

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 was finally able to reach someone regarding the issue I had with my Laptop, It took 2 months to get in touch with the correct department. There is no simple way to file a warranty claim and now due to these delays my laptop is now out of warranty. Furthermore, the repair facility replaced my solid state hybrid hard drive (which is 1 TB sized hard drive) with a 750 GB hard drive. The representative stated that the mother board specs called for a 750 GB hard drive, I find this to be a flat out lie because I bought this laptop BRAND NEW in the box with a 1 TB hard drive. I think they were out of the hard drive that was in my laptop and called and fed me a load of BS so they wouldn't have to order the correct sized hard drive and install it. This is the worst customer service I have ever received. I assume they are going to do nothing about it so I have decided to also file a complaint with the [redacted] as well as [redacted] so I can notify other potential Toshiba Customers of my personal experience with them.
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.
[A manual, really? Last time I checked you get a manual AFTER you buy something! This is a canned, CYA answer of gibberish intended to confuse and mislead customers as usual by large companies. There is no way I would have.bought this expensive product knowing this BEFORE. It's disgraceful how a large company can put some blanket text in an obscure place where its own staff has to 'research it' and call that disclosure. Really poor taste and misleading.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. 
Regards,
[redacted]