Toshiba America Information Systems Inc

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

contacted of one of our representatives from order desk department last 08/07/2014 and has offered a brand new replacement for his unit. Unfortunately, our customer has declined this offer, and has advised that he wants a full refund. TAIS has advised our customer that we do not process a full 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.
[The company has not physically examined my computer nor can they prove that I caused the damage to my computer.  Their conclusion is based on mere speculation.]
Regards,
[redacted]

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

that our customer set up a repair of his computer to Toshiba Repair Services (TRS) and settled the payment for the repair. Our customer was able to speak to one of the representatives from Corporate Office and was informed that Toshiba Repair Services (TRS) is a third-party company that we don’t have a visibility of the repair from them. Our customer may still contact Toshiba Repair Services 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 this case was...

forwarded to our Order Desk Department and one of the representatives has been contacted our customer to discuss about replacement or refund 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.We are still having problems. We just received the computer back and already having problems. I am attaching pictures to support our experience. These pictures were taken at4pm on 11-20-2015.
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 referred to toshiba's Standard Limited Warranty online, quote " What Does Your Warranty Cover? 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. 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.  End of quote.  Clearly, the problem with the here said laptop I purchased is NOT free from defects in materials and workmanship.  it should be covered under the warranty.  I want Toshiba to replace this problem laptop.  If not, I will seek legal actions. ]
Regards,[redacted]

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

customer has experience. TAIS has advised our customer that TAIS received her computer last Tues 6/3/2014 1:03pm under FEDEX tracking number [redacted], TAIS has informed our customer that the computer still evaluating and under physical inspection and that would takes 7-10 business days upon receiving the computer, TAIS has advised our customer once the evaluation is done she will receive a call to let her know what is the resolution or outcome of the process. Customer understands and agreed with that. If our customer has any questions or concern they may contact us directly at 949-461-4321. At this time we consider this matter closed.

I bought a Toshiba Satelitte L55TB5271 laptop in August 2015. It is not made well. After the warranty ran out the hinges starting getting loose and the screen is splitting in two from the front to the back, starting at the corners where the hinges are. It would cost $300 to fix it, and that is with a used part for the lid. It would most likely happen again. Very bad design.

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 like the defective unit replaced with a new unit. 
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 below is quoted from the price list.
"*Every unit is diagnosed individually. The initial cost for the diagnosis and shipping is $131. If you choose to proceed with the repair, the $131 diagnosis and shipping fee will be applied towards your repair cost. Most repairs fall within the $252 minor repair. Some repairs do exceed this amount and a Toshiba Repair services consultant will contact you with your quote. Repairs begin only after a quote is approved. "
This language indicates that the repairs may exceed the minor repair threshold of $252, but does not indicate that they would exceed the major repair threshold of $390. Additionally, this response does not address my complaints of two other violations of terms on Toshiba's part, namely that the website FAQ states that most repairs will be completed in at most 5 days, and the customer will be contacted if the repair time will be excessive -- I received no such communication -- and the guarantee from service that the parts ordered would be received in 5-7 days -- the parts arrived in 12 business days. I received a voicemail from a Toshiba representative from a number that could not be reached with a return call, and several other calls I received from the same number were disconnected as soon as I answered. No other contact number was provided in the voicemail. I was denied any refund by the service representative because they considered that the repair time was not excessive (even though the promised repair time was LITERALLY exceeded by several business days); in the voicemail, the Toshiba representative admitted the repair time was excessive but refused any refund.
 
I continue to demand a partial refund for my inconvenience and the misleading information provided on the service website.
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.
It is pointless for me to send them back the computer, if they are not interested in repairing it.  When I originally sent it back they never repaired it, they just restarted the whole computer. I need them to diagnose the problem and adequately repair it.
 
Also the person who contacted me was from overseas and not proficient in the English language./ I did not feel I was able to properly communicate with him.  Please have  an American supervisor from toshiba contact me.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found that the computer of the customer was sent to our repair facility last Jun. 29, 2016. The unit has been diagnosed by our technicians and they reset the software and...

reinstall some drivers. The issue of the unit is a software concern which can be resolve by performing advance troubleshooting thru phone by our technical support representatives or send the unit to our depot repair facility in accordance to the standard limited warranty of the unit. The first depot repair order that was provided on the unit is based on the standard limited warranty that the unit has. Toshiba warranty stated;How to Obtain Repair or Replacement Service For A Product Purchased In The United States?Depending on your specific product model, Toshiba may offer any one or more of the followingapplicable repair or replacement services: (1) Repair-Return Service through Toshiba’s DepotService, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable(CRU)Parts Service, or (4)Whole Unit Exchange Service. To determine the warranty service methodfor your specific model, please visit our web site at warranty.toshiba.com. A limited number ofmodels may also carry an international limited warranty which offers warranty service outside thecountry of original purchase.
You will pay any packaging, shipping charges, insurance, taxes and duties associated with thetransportation of the Product or original CRU to the service center or provider. You are responsiblefor appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does notreceive the original Product/CRU from you within ten (10) days after your receipt of the replacementProduct/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer set up a repair for his...

computer to Toshiba Repair Services (TRS) which is ([redacted]) and settled the payment for the repair. Toshiba Repair Services (TRS) ([redacted]) is a third-party company and TAIS has no ability to access, manage or modify their system. Our customer can contact them directly Toshiba Repair Services at (800) 438-3910. 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 been contacted by the Customer Experience Manager of Toshiba Direct and has provided an option to continue placing his order for that specific unit. Our customer agreed and accepted the offer. 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...

been in contact of our corporate department and provided the information about her computer. TAIS found out that the unit was already delivered last Thursday 9/25/2014 2:37pm under FedEx tracking number [redacted] in our customer’s 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.
The LAN port in my TOSHIBA lap top was different than US standard LAN port in any of router and computer in USA and does fit the Ethernet cable adapter. It is a design problem, not the product defect. There is no way to repaire it because the new LAN port will still have the same problem if Toshiba does not change the design of LAN port.  So this is the design failure and has nothing to do with Warranty. Toshiba shall take full responsibility and recall this type of LAPTOP and fix the problem at their costs. 
Regards,
[redacted]

A ToshibaAmerica Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research TAIS cannot find any records on our systemsusing our customer’s information (Name, Phone #, Address, and Email Address).Our customer can contact our Technical...

Support Department at [redacted]. Atthis 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 computer sent to our deport
repair facility last Sept. of 2014 and the Hard Drive has been replaced under
the standard limited warranty of the unit. The unit was shipped back to our
customer under FedEx tracking number [redacted] and was delivered Fri
10/10/2015 12:17pm. After the repair was done Toshiba didn’t receive any update
from our customer regarding to status of the computer. The warranty of the computer
already expired last 01/30/2015, since the unit was out of the standard limited
warranty our customer can go to any authorized service provider or they can
contact Toshiba Repair Services 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 our customer’s unit is already out...

of warranty because according to her she bought the unit last March of 2013 so the repair is now on responsibility of the 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'.  I did not cause damage to the unit.  The standard warranty reads;  "What 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 service providers, use outside of the environmental or operating parameters, or use with incompatible third party products.'
'Service of Product on which the TOSHIBA label or logo, rating label or serial number have been defaced or removed.'
'Preventive maintenance, cosmetic damage or wear and tear (e.g. scratches, dents, or scratched, faded or 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 replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trim.'
'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.'
That is the extent of the verbiage under the warranty section regarding exclusions.  No where in this section does it state that internal screen damage is not covered.  Neither my husband nor I misused, abused or otherwise mistreated the laptop.  We did not suffer a lightening strike, power surge or other act of God.  The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear.  The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table.  We certainly did no such thing with any knowledge.  We have handled this unit in a way that a reasonable person would consider normal use.  Simply moving it from one location to another.  Toshiba stated that it's policy that all screen damage is denied.  This policy does not match with the printed warranty.  This damage occurred during the valid warranty period under normal use.  It should be covered under the warranty.  It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault.  Parts fail.  For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later.  If Toshiba's contention is that this is not possible, then they should update their warranty accordingly.  The warranty we received with this unit does not exclude internal screen damage that occurs during normal use.    
  ]
Regards,
[redacted]