Toshiba America Information Systems Inc

A Toshiba America Information System (TAIS) representative has been in contact with our customer.
TAIS apologized for the inconvenience our customer has experienced. TAIS has advised our customer that TAIS will process a VIP repair so that the shipment of the box will be overnight and the repair would be priorities. Our customer agreed with that process. If the customer has any questions or concern they may contact as at ###-###-####, at this time we consider this matter closed.

The customer has been in contact with Toshiba Direct with the order place, verified, and released. The customer emailed Toshiba Direct on 02/03 and was advised the order was scheduled to ship on 02/04/2014. The order did ship on 02/04/2014 under FedEx tracking #[redacted] and is showing it...

was delivered on 02/07/2014. The customer has received the product.  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 05/21/2014, 05/22/204 and 05/23/2014 however, the customer has not returned any of...

correspondence requests. The customer can contact us directly by phone at 949-461-4321. 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.
Hello [redacted],
Today I received back the laptop from the company I originally ordered it from.  They claimed to have 'fixed' the issue by applying a driver update.
I opened the box, connected to my home internet and ran a speedtest, which achieved a 2.69MBps... consistent with what the unit has been doing all along.
I use a USB wifi-adapter for my desktop, so I hooked it up to this laptop, disabled the internal wireless adapter,  and ran a speedtest.  This time, I achieved 13.75MBps.  an acceptable amount.
I called Toshiba back, and provided them this information.   They agreed it sounded like a hardware issue, and opened a new case [redacted], and had me return the unit for repair.
It would have been so much easier if they had done this to begin with, rather than try to sell me a support plan, for a 3 month old computer.
Thank you
[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.
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] Toshiba America  said they would  send me a refurbished 1 not a new one that's why I didn't accept  their  offer, they had proof of purchase. It's OK close the case I don't  mind giving 216$ to the needy. I went back to the store where I bought the tablet, to see if they had similar problems with other customers  and they told me Toshiba America pulled all their  products from the store.

A TAIS representative was in contact with our customer on 02/20/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 11/22/2012. Per the Standard Limited Warranty it states, “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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. If the customer is in need of a Recovery media, that may be purchased at [redacted] The fulfillment of the order for the disc would be $29.95 and the USB would be $39.95. If the recovery media was not able to be created when the unit set up was completed, TAIS would have needed to be notified within the first thirty days of ownership.  The recovery media is located in a partition of the hard drive and the customer is notified at the time of setup to make the disc. As far as the warranty, being as the unit is showing not registered, TAIS has to go by what is shown for the warranty expiration.  The customer would be able to contact warranty and registration at [redacted] to register the unit. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaint. After doing a research TAISfound out that our customer has been contacted by one of our corporaterepresentatives and has advised that they can send that unit back to our depotrepair...

facility for rework. Our representative has informed our customer aboutthe warranty coverage of the unit. In accordance to the Standard LimitedWarranty of the unit replacement is not the option. Another repair authorizationwas created that our customer can complete it online and our customer willreceived a box that they can use to send the unit going back to our depotrepair facility under repair order number [redacted]. At this time we considerthis matter closed.

mso-bidi-font-weight: bold">A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer spoke to one of our technical support representatives and performed troubleshooting to his computer over the phone and they found out that the unit needs to send to our depot repair facility and the representative processed a depot repair order with the order number TC-[redacted] and in accordance to the standard limited warranty;
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 following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot
Service, (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 method for your specific model, please visit our web site at warranty.toshiba.com. A limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase.
You will pay any packaging, shipping charges, insurance, taxes and duties associated with the
transportation of the Product or original CRU to the service center or provider. You are responsible
for appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does not
receive the original Product/CRU from you within ten (10) days after your receipt of the replacement
Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.
At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our...

customer complaint. After doing a research the broken hinges are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty). As stated in the Standard Limited Warranty, the warranty does not cover (repair or replacement of covers, plastics) the cost of repair is now our customer responsibility. Our customer can contact Toshiba Repair Services to schedule a repair at ###-###-####. At this time we consider this matter closed.

A TAIS representative has been in contact with our customer. TAIS has provided the option to our customer to have the laptop fixed, unfortunately our customer declined this offer. TAIS has advised that replacement or a refund will not be possible at this moment. We need to further evaluate and diagnose the issue first before it will be subjected to approval for replacement, and for repair we provided the process of sending her laptop to our depot based on her Standard Limited Warranty, at this time we consider this matter closed.

A TAIS representative was in contact with the customer on 01/30/2014. TAIS has apologized for any inconvenience. For trouble shooting assistance or setting up a repair, the customer may contact tech support 24/7 at ###-###-####. If there is a quote for any Out Of Scope repairs (out of scope meaning the repairs are not covered under the Standard Limited warranty) the customer will be contacted. At this time we consider this matter closed.

A TAIS representative was in contact with the customer on 01/22/2014. TAIS has apologized for any inconvenience and has informed the customer the damage was not caused by overheating of the unit. The diagnostics have shown there are several burn marks all over inside of the system and the LCD is...

cracked; however, no components were burned. The technicians have concluded this was not caused by the NB it was clearly a case of damage caused by the end user. This is an out of scope issue (out of scope meaning the damage to the unit is not covered by the manufacturer’s warranty). The cost of the repair is now the customer’s responsibility. At this time we consider this matter closed.

TAIS already provided option for our customer to have the laptop repaired as much as possible; unfortunately, our customer has declined this offer. 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 have tried the passwords for my Toshiba account, plus the Product ID and serial number of my computer. I had the name wrong. It is "[redacted]," not "[redacted] 1." Thye Product ID is [redacted].
Since this is workmanship problem, not a software problem, the warranty does not apply. No one who sees this computer can believe how it fell apart with light usage in a home. Everyone who sees it says they will never [redacted] a Toshiba product. It started falling apart a month after the warranty expired, when a screw fell out. A technician replaced the screw. Then that screw and some others must have fallen out unnoticed. I believe the fan has now stopped working.
I registered this computer when I first got it, and again after a Recovery. I am really upset that this account is no longer there. Toshiba must have deleted it.  
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS has informed our customer that we...

cannot send any part/s to our customer not unless the parts are under the category of replaceable parts such as HDD, removable batteries, and AC Adapters. Our customer was offered to send the laptop to Depot repair facility for our technicians to fix the issue on the laptop in accordance to the Standard Limited Warranty. At this time we consider this matter closed.

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

website specifically the Major Repair that cost $390 is for the Mother Board or LCD replacement/repair only and any additional parts that’s need to be replaced that would be excluded to that advertisement price list. Our customer can contact Toshiba Repair Services for more details ###-###-####, at this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Our customer set up a repair to Toshiba Repair Services (TRS)...

for his laptop and paid for $131 for the diagnostic and shipping fee. According to Toshiba Repair Services (TRS) website, "After diagnosis, if you elect not to have your unit repaired, there is a nonrefundable $131 diagnostic and shipping fee". Our customer has discretion if they will continue with the repair. If the customer has any questions or concern they may contact (TRS) 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 find that this resolution would be satisfactory to me.  Toshiba responded based on the BB compliant and fixed the problem. This matter is now resolved.
 
Thank you so very much for your assistance in this matter.
[redacted]

A Toshiba America Information System (TAIS) has made multiple attempts to contact our customer by phone on the following dates 07/02/2014, 07/07/2014, and...

07/08/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly at ###-###-####, at this time we consider this matter closed.