Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaint. After doing a research ourcustomer was able to speak with one of our case managers. They reauthorized a repairfor the unit and it will be send back to our depot repair facility for...

rework.Our customer will receive a box that they can use to send the computer goingback to our depot repair facility. The reauthorization repair order numberwould be under [redacted]. Currently the box is already in-transit going toour customer’s location under [redacted] tracking number [redacted]. At this time weconsider 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 misinformed and we acknowledged the inconvenience of our customer and offered some options. Our customer was offered to have a Full...

Refund for the unit or they can keep the unit without the Adobe Photoshop Light room 5 and we would issue a 5% order level credit for the inconvenience and misinformation. The Credit offered was $81.45. Our customer send a confirmation email accepting to keep the unit with an $81.45 credit as a compensation for the inconvenience that he has experienced. At this time we consider this matter closed.

A TAIS representative has contacted our customer regarding the quote for the repair of her computer....

TAIS has advised our customer that the computer problem was OOS (out of scope meaning it is not covered under the standard limited warranty) TAIS has informed our customer the cost of the repair is now their responsibility. At this time we consider this matter closed.

A TAIS representative was in contact with our customer on 12/23/2013. TAIS has informed the customer that there is no guarantee that the charge for technical support would resolve the issue. The customer has stated the files have been backed up through his email. Recovery assistance was offered to the customer by tech support with the customer declining and insisting on a refund. The customer is still able to contact tech support and receive recovery assistance that would alleviate his having to purchase the recovery media. The charge for the tech support is a non-refundable charge as technical support was provided. When the unit was first set up, the option for creating a recovery disc was given. If the option for creating a recovery disc was by passed, the customer will be able to go to [redacted] and purchase one or contact tech support for the Recovery assistance.  At this time we consider this matter closed.

Review: need fixture on a laptop that was supposely fixed

We have a Toshiba Laptop Satellite Pro C50-A series with a serial number of [redacted] that we sent to the company to be fixed I was told there was no cost on my part and ended up paying $25.00 for shipping and then the laptop was returned to me unrepaired as the tech people told me they had tried to contact me several times which they never called me or sent an e-mail, I then recalled and sent the laptop back with all intact and they returned it to me minus the memory sticks stating they had repaired it yet it is still unworkable , we have called them several times to get this fixed yet they say that they did not receive the part that is missing . they have constantly called us liars and told us nothing can be done they have also tried to state that Fed-x stole them. they have called both myself and my husband liars and now say that can not do anything with this I hope you all can help us with this problem .Desired Settlement: we are seeking to either fix the laptop probably or to give us another laptop .

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research it appears that TAIS repair facility received the whole system unit without the RAM. The computer came in the repair facility with a mainboard issue so TAIS replaced it because it is still under warranty. To make sure the unit works properly, TAIS technicians have tested the unit using their master RAM and USB before sending it to our customer, at this time we consider this matter closed.

Review: I purchased a Toshiba laptop (p75-a7100) on 4/08/14. I had problems with the laptop from the first day of purchase. I had issues with upgrading the memory and it had power issues. Eventually it started having windows activation errors and shortly after it stopped working all together. I called Toshiba to use my warranty and they told me to take it to a repair center to get it looked at. I took the laptop to a local certified PC repair center called Bitplexx in Fairhope AL. The technician there said it looked like a motherboard issue and I should take it to Geek Squad as they are authorized Toshiba repair and diagnostic centers. I took it to Geek Squad and they confirmed the Faulty motherboard issue and told me to use my warranty. I called Toshiba customer service again and told them what Geek Squad said. Toshiba Customer service sent me a shipping label and I mailed the laptop out. A few days later I received a phone call from the repair depot that the issue with the laptop was EXCESSIVE water damage and the laptop would not be repaired. They sent the laptop back. When I opened the shipping box there were several suspicious problems. One was there was an additional motherboard in the box. Two was the memory that I paid separately for was missing. Third was my hard drive was tampered with. Fourth was the additional motherboard does not have a CPU, or memory. Lastly THERE IS NO EVIDENCE OF WATER DAMAGE. There are no watermarks, dry water stains, sticky residues, moisture, musty or moldy odors, nothing. There was food on the keyboard, that was not there when shipped. The laptop spent most if its time in the box it came in seeing as it did not work. All of the suspicious issues were show to Geek Squad to the same Technician ([redacted] the supervisor of Geek Squad). [redacted] informed my wife that he could not touch the laptop but instructed her where take pictures and documented the damage. All of this information was sent to the Toshiba, and they rudely denied repairingDesired Settlement: I want my laptop replaced with a brand new laptop with upgraded RAM and Video card,, I want a formal apology or the abysmal customer service, I want compensation monetary or otherwise for the YEAR of hassle and rude attitudes by the terrible customer service department. And I want expedited overnight shipping.

Business

Response:

A Toshiba America Information Systems (TAIS)

representative has reviewed our customer complaint. After doing a research our

customer has been contacted by one of our corporate representatives and has

advised that his computer will be send to our Engineers to evaluate and

diagnose the issue. Our customer will be receiving to his email a return

shipping label that he can use sending the unit to our engineer’s repair

facility. Our customer will keep updated for any results of the diagnosis. At

this time we consider this matter closed.

Review: Poor quality, cheap plastic material caused the hinges where the screen open and close to fail within weeks of use.

In mid July 2014, We bought a Toshiba laptop for our daughter for college: model L55-B5276 with [redacted] Within weeks of use on campus, the hinge failed and she had to tape the laptop together with duct tape. I did not find out about this until I visit her just before Thanksgiving. Upon calling the only number available ###-###-####. Toshiba was trying to put the blame on my daughter that she was negligence and drop the laptop. This was not the case. I took pictures of the laptop over Thanksgiving showing Toshiba that there is no damage other than the joints at the hinge separated because of the cheap plastic that they used there. They still refuse to fix the laptop. There is one year warrantee on the laptop but they refused to honor it.

I talked to sales clerk at the [redacted] where the laptop was bought and he told me that this was a common problem with this particular Toshiba model and that they have redesigned it to beef it up.

They knew about this problem and yet, they continue to sell the cheap design and make you jump through hoops and then refused to fix the problem due to their incompetence.Desired Settlement: We paid a net of $487.89 for the laptop. At this point, I don't even want the laptop fixed. I want what I paid for and Toshiba can have the lousy laptop back.

Business

Response:

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.

Review: I have 20+ years in computer industry with tech support, building, repair, & Software Engineering

I ordered a Satellite P70-A laptop from Toshiba.com speaking with sales team

On 4/11/14, received email that laptop being shipped from China

It arrived about 4/24/14. Serial number: [redacted]. Arrived with 2 Issues 1) Touchpad was not functioning correctly. Right click was unpredictable as to where under the raised portion of Touchpad indicating the buttons to touch for right click to work. Changed it to Left hand mouse. Observed where button should be was now giving Left hand left clicks instead of right clicks. 2) Over 1/2 rubber stoppers covering screws on bottom of case had fallen out

On 4/25/14 told by Toshiba repair team, to return it to place of purchase for replacement as it was brand new. I bought it from Toshiba.com & was told they couldn't help me. 5 phone calls later I finally had someone who would assist with repairs

It was sent to repair facility in IN. Errors in shipping by Toshiba resulted in delay & I was treated rude by them. Laptop returned to me w/o any repairs. Received back with black scratch on top laptop case

About 5/25/14 contacted Toshiba Corp Offices & Executive Team. Told by team if couldn't fix this time they would replace it. Sent it to [redacted] Computer, who documented scratch from previous repair. Replaced rubber stoppers but not Touchpad. Received back w/o keyboard lighting & battery not sitting right. Called Executive team but no response.

Mid Sep 2014 heard from Exec. Team. Again sent to [redacted]. I also spoke with [redacted]. Issue 2 above happened again before shipping. Retuned to me with issue 2 fixed. Issue 1 still unresolved. Also returned to me with battery installed incorrectly, battery lock broken. Took pictures of how I received it & sent to Toshiba Exec Team member [redacted] also of broken case. No response in 2+ weeks. I called again.

Yesterday told ship back again for repairs. I have not been able to use since purchasedDesired Settlement: Too long w/o acceptable resolution

Toshiba replace Laptop with new laptop (I was promised back in May by Executive Team). To be done immediately.

Laptop must have:

* Minimum of Windows 8.1 Pro

* Minimum Screen 17.3" 1920X1080 Trubrite LED backlit LCD

* Minimum of Intel i7-4700MQ quad core processor

* Video card with dedicated video memory

* Minimum 8GB Memory

* Minimum Hard Drive1TB 5400RPM SATA

* 10/100/1000 Gigabit Ethernet

* Minimum Intel Dual Band Wi-Fi AC 7260 with Bluetooth

* Minimum Blu-ray RE drive with DVD Supermulti

* HD webcam and microphone

* 10-key

They must also restart the 1 year warranty for this new laptop as well as the extended warranty that I also purchased

Those who supervise the Executive team need to review this case and put modifications in place to prevent others from being treated this way again. There needs to be someone besides the person assigned on the executive team to the case you can go to when you have issues or do not agree with send it in again

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by two of our Corporate representatives and was offered to send the laptop to Tristar for further diagnosis and our customer has agreed to that offer. Our customer was informed by two of our repair facilities that they did not find any issue on the battery and Tristar explained to our customer that the touchpad is working on how it was manufactured and therefore they did not find any trouble with that. Corporate representative also provided our customer a manual that can instruct on how to use the functionality of the touchpad. At this time we consider this matter closed.

Consumer

Response:

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 purchased Toshiba computers and laptops in the past for companies I have worked for. This letter has nothing to do with the brand name of Toshiba. I believe that they are quality computers/laptops.

I have also purchased personal laptops in the past. My last Toshiba laptop, prior to the current Toshiba laptop that I purchased earlier this year, actually still works and I have had it for probably 14 years or more. My experience when I have bought these computers/laptops is that when they had issues they were repaired quickly, even having to have a motherboard replaced. I had no complaints with the service I was provided as a customer. I wish I could say that the same is true in this case but I cannot.

I am someone who has worked as a computer support person, network administrator, MSDBA, and Software Engineer for 20+ years. I have troubleshot issues with hardware as well as software.

I have been using Touchpads since they first became available on laptops, even before they were the standard. I also went out and bought an external Touchpad to use on my work desktop, so I know from many years of experience how they are designed to function and how to use them.

What I am saying is based on these many years of experience, both professionally as well as with Toshiba.

I have multiple emails from Toshiba, their Repair Depot, and [redacted] confirming what I am saying and can provide these if needed.

I have spoken with two separate escalation team members from Toshiba. Both of these team members have offered for me to send the laptop to [redacted] for repair and I did so on two separate occasions. As you will see, the laptop has been further damaged by Toshiba or their agents and this is what I have issue with. I will also demonstrate that I have a laptop that is damaged and has not been repaired, as Toshiba indicated in their response.

I purchased this laptop from toshiba.com in March 2014 after working with Toshiba sales to find a Laptop that would meet my needs.

The purpose of this laptop was so I could use it to work from home, where I mostly work from. Since I have purchased this laptop and as of today I have not been able to use it for work. I do not want to spend hours loading software on it again just to have to “roll it back” to “out of box condition” to send it off.

I would like to include additional information to my initial complaint, due to the limitation of characters allowed on the complaint format. I am providing additional information because it has been requested so that I can justify the necessity of the only proper resolution is for Toshiba to replace the laptop. I was promised this would happen by their first executive team member. The escalation team member stated if they were not able to resolve the issue, a replacement laptop would be the appropriate resolution. I also included this as my acceptable resolution in my original complaint.

As I mentioned I purchased a laptop from toshiba.com in March and it was delivered in April 2014. This laptop was made to order via the Toshiba website.

Within minutes of removing my new laptop that was shipped from China, where it was manufactured, the grommets or rubber stoppers that cover the screws on the bottom of the laptop were falling out. I attempted to put them back in the laptop but did not succeed with this. The stoppers would not remain in place.

I turned on the laptop and set it up to use my network etc., as it was Windows 8.1 Professional. As I was doing this, and after I downloaded all of the Updates from Microsoft and installed such things as Microsoft Word, I was having issues with the "Right" click on the Touchpad. I found that I had to touch the Touchpad in a very specific location, under the portion of the raised bar on the Touchpad indicating where the right click should be, in order to get a "Right Click" instead of a "Left Click" to function.

From my years in computer usage, as a professional, I have never encountered a touchpad that had to have a precise location on the said button for the right click to function. Typically by design of a Touchpad you can touch anywhere in the designated button area to obtain the desired click.

I went into the PC Properties and changed the Touchpad to be a "Left Handed" mouse instead of "Right Handed" as this would swap the button functions around. I then proceeded to test the Touchpad as a "Left Handed" Mouse. Taping on the base of the Touchpad now provided the "Right Click" as it should have, however now when I again clicked under the appropriate bar for the right click, if I did not touch it in the very specific place I would get a "Left Click" instead of the "Right Click" that I would now obtain if double tapping the main body of the Touchpad.

This indicated to me there was an issue with the alignment of the Touchpad or a faulty Touchpad. Because I should have always had a right click when touching the area indicated as the right button, but it was malfunctioning to a left click. This is how I knew there was a problem.

This is where my initial complaint was. It is something that needs tactile testing because, if they run a diagnostics on the Touchpad it will pass as it does have a left and right click and will pass the escape sequence associated with each click. I even told that to the [redacted] tech when he called me prior to sending it to them the second time.

So I reached out to Toshiba to find out what was required to obtain service on this brand new laptop. I called the number provided with the laptop. I was told by the person who answered the phone that I needed to return it to the place I bought it and for them to exchange it for a new one and it should not be an issue since it was brand new. This was a Toshiba employee telling me that it just needed to be returned and exchanged. I explained that I purchased it from Toshiba directly by ordering it from toshiba.com . I was told that because the laptop had been purchased from toshiba.com they were not able to assist me. My question would be then why did Toshiba provide me with this as my resource for information? It took 3 additional phone calls before someone gave me a number to call and I was told that if they could not help me to call her back and she would see what else she could do, the first helpful person with Toshiba. I finally was able to get someone to agree that I needed to send it in for repair. I was told that they needed to send me a box so I could send it to the Toshiba Depot facility in I believe Indiana for repair. I verified with them my address so they could send me the box. According to my emails from Toshiba this was on April 25, 2014.

I waited until after the box should have arrived, which it had not so I called the same support number where I was eventually able to obtain support help. I was told that it was delivered and that it was now my problem. I had not checked my email prior to contacting them; I guess this was my mistake. After hanging up, not being assisted and frustrated with how I was treated and blamed for not having the box, I looked in my email and found that the box had indeed been delivered as I was told but instead of being delivered to Tracy California where I live and work, it was delivered to New York, New York which is clear across the country from me. Why it was delivered to New York, I have no idea. I have never lived in New York. I called the support center back and told them about the issue. They told me they would send me another box but it would not go out until the next day and it would arrive 2 business days later but given the weekend it would not be until the next week. I tried to get them to overnight this to me as it was 100% their fault but they would not agree to this even when I asked to speak with a supervisor I was told they could not do that. I found it interesting that I had to find out the mishap in the delivery. The resource center seems to have a scripted set of answers and in my case did not troubleshoot the issue nor did they attempt to find out why I hadn’t received the box but resorted to telling me it was now my problem.

I finally received the return delivery box and was able to send off the laptop to the Toshiba Depot facility. From the emails I received, the laptop arrived at their facility about May 19, 2014. This is approximately a month after I received the laptop originally and had not been able to use it. In another email from the depot on May 25, 2014 they finished working on the laptop.

When I received the laptop back I was very disappointed when I opened the box and found out that they ran a test with the Touchpad and it had passed, as I previously stated it would. They did not even attempt to replace any of the grommets or rubber stoppers on the bottom of the laptop. The top cover of the laptop had a very large black scratch on it (this scratch is confirmed by [redacted] on the first shipment to them). This scratch was not present when I shipped the laptop to the depot. They also did not place the battery in properly and it no longer sat 100% flush with the bottom of the laptop. At this point, I have a laptop no longer in the new condition that I bought it in, no fault of my own. I would expect that when I send equipment off to their service center that it would return repaired and with no further damage done to it, but they did not resolve the issues and returned it further damaged and now would require more repairs to what is no longer a new computer.

Upon noticing this, I looked up the number for Toshiba in the US and found that they are based in Irvine CA and made a call to them. Upon explaining my extensive faulty repair, I was transferred to their escalation team and left them a message for them to return my call. To this point, I am the one that continues to initiate communication to Toshiba. They have not called to ask if the laptop has been received and the problem resolved.

[redacted], a member of the escalation team returned my call. We talked about the issues I was having with the Touchpad, the missing grommets, the battery no longer sitting completely flush, and the new black scratch on the top cover. [redacted] agreed that it needed to be sent off for repair and agreed to have it sent to an outside independent service provider, [redacted] for repair. [redacted] assured me she was going to stay on this case and make sure it is repaired this time. [redacted] assured me that this time if they could not fix it, that they would look into replacing it. Because of this assurance, I was willing to try [redacted]. Once again I had to send it off, still unable to use the new laptop.

I was excited when I looked on the [redacted] website to inquire on the progress of the laptop and it stated that they were ordering parts. The parts ordered were only the rubber grommets that cover the screws. The issue of the battery not sitting flush was not addressed. The black scratch was not addressed and only documented. Once again the same test was run on the Touchpad and it again passed, as I mentioned it would. They did nothing to fix the issue with the Touchpad. To once again add insult to the remaining initial issue, this time when I received the laptop back, the lighted keyboard was no longer working. Each time I have sent this laptop off, it is returned further damaged and depreciated. In addition it was also not functioning the way it was when I sent it off. I tried to see if there was a setting that would enable/disable the keyboard light but could not find anything, including within the BIOS.

During this time, I was unable to address the laptop issue and the lack of it being repaired, as it has taken many hours of work, on my part, to obtain help from Toshiba. I also had other commitments I needed to attend to for a few weeks. Again, after it was returned to me there was never a phone call from Toshiba to check on the status. When I had the time, I again called the corporate office and again was sent to leave a message with their escalation team. Once again, I am the one initiating the communication as there has been no follow up promised me with the escalation team.

I once again restored the laptop, using the provided recovery media that I made from their image, to the out of box condition to see if this resolved the Touchpad issue, it again did not resolve it. I also wanted it to be this way when it would be sent off again as I knew that it would be the resolution Toshiba would have for me. I wanted to eliminate this portion of the troubleshooting so that they would dig more extensively to resolve the issues.

This time, a team member named [redacted] returned my call. We talked about the various issues I was having with the laptop. Again the grommets had fallen out of the bottom of the laptop. We talked about the Touchpad. I was forced to attach a mouse to the laptop if I wanted to use the "Right Click" which is something I use lots in Microsoft Products to enable the context menus. This is something that I should not have needed to do as the laptop is designed with a Touchpad and should have both Left and Right clicks. We talked about the battery again, and also the keyboard light not working as designed.

[redacted] convinced me to send the laptop again to [redacted] for repairs. Since I could not use the laptop because of the issues I did not need to roll back the laptop, I was able to place it in the box and send it like it was. This is now the third time this laptop is being sent out for the same repair that I originally complained about back in April 2014 when I received the Laptop as well as to fix issues caused by Toshiba repair facilities or vendors.

This time someone from [redacted] called me later that day. The main reason they were calling was to see if they could just send me a shipment label via email and for me to use the last box to ship it to them. This was not a problem for me as the laptop was being stored in the box as it really was not useable as a laptop without the right click. I shouldn't have to attach a mouse to get this functionality. I also explained to this individual that they needed to play with the laptop itself using applications to test the "Right Click" that it would pass their tests but a human needed to interact with it to see the issue I was reporting, it needed a human touching the Touchpad and not a machine reading and running a program.

So once again it was sent to [redacted]. Again, I saw they were ordering parts so I thought that perhaps they had found the issue. Once again the only thing they addressed was the grommets that had fallen out. They also address the lighted keyboard. Even though in their own print out, sent to my email, they showed the issue with the battery nothing was done with this and again they said nothing was wrong with the laptop’s Touchpad.

When I received the laptop back I took it out of the box they shipped it in. I looked at the enclosed paper to see what repairs were done. I was frustrated as they had not found anything wrong with the Touchpad. I turned it over to look at the laptop to see if they fixed the grommets, which they had. I noticed that they had left one side of the battery out of the laptop this time when they shipped it, same as the Toshiba Service had done the first time it was sent in for repair (the first time [redacted] sent it back to me they did not do this). I left it this way and returned it to the box, still inside the bag. So once again I called the Corporate Office and went through the same routine as previously.

On October 17, 2014 (now 7 months after I bought and ordered the laptop) I once again spoke with [redacted]. I explained to her once again the additional damage that was done to the laptop by their vendor. She asked if I had tested the laptop and I told her I had not as I found the battery not put in correctly and wanted to leave it that way so others could see it. She asked me to take it out and turn it on.

I removed the Laptop from the box and bag. I opened up the battery so that I could put it in correctly and turn on the laptop. I observed that now when I turned the Laptop upright and turned it on. I discovered that the battery now stuck out substantially more than when it was sent in to [redacted]. So now this is the third time I have sent the laptop of to be repaired and the third time that it was returned to me with additional damage done by the repair facility.

I explained that I was still having issues with the Touchpad. I even sent her pictures of the Touchpad and my understanding of how the "Right Click" should function.

I also sent her pictures of the gap with the battery; I used quarters to demonstrate how large the gap was. The gap was the height of 3 stacked quarters and it was still a little more than this. These pictures were sent to [redacted] in two separate emails on the same day as the size of the pictures were to large to put in a single email.

It was amongst these conversations that [redacted] mentioned that we needed to probably look at changing out the laptop for a different model, one that did not use this version of Touchpad.

In speaking with [redacted], I was not getting anywhere. In desperation to find a resolution I went out to the Internet and looked to see if there were any known issues with this version of Touchpad. I learned that there were some known issues with Windows 8.0 but I was running 8.1 so the Touchpad issue should have been resolved, but not in my Toshiba laptop obviously. So I went to Synaptics website, the manufacture of the Touchpad and respected manufacture of Touchpads, to download their latest driver to see if it could resolve the issue with the "Right Click". Also, important to note there is a warning on the Synaptics website that says you should only use the latest driver supplied by the manufacture of the Computer. The Toshiba driver is much older than the one that is available on Synaptics’ site but with my years of experience using drivers I decided that it would be safe to use this driver from Synaptics. I installed this driver but it did not resolve the issue and validated my feelings that the issue should have been resolved with Windows 8.1, that the issue I am having with the Touchpad is hardware and not software/driver related. This explains why the test ran by the depot and [redacted] passes as well.

I hadn't heard from Toshiba for several days after sending the email. I wanted to follow-up and make sure the email was received. I again called Toshiba Corporate and went through the ritual of leaving the message again.

[redacted] returned my call on October 27, 2014. She explained to me that she had spoken with [redacted] and they concluded that the actual bar ridge of the Touchpad had to be clicked for the Touchpad to obtain the "Right Click". I explained that this would be awkward to always have to touch the ridge and this means that the design of this Touchpad is of poor design and something I could not imagine Synaptics ever doing. That in all the years I had never heard of this but that the ridge defined the end of the Touchpad and the beginning of the "buttons", even though it was integrated into a single unit. I should be able to click anywhere under the right ridge for the "Right Click". This is customary of the design of Touchpad. If the conclusion was that a precise space needed to be touched it defeated the Touchpad evolution.

[redacted] sent me the section of the Owner’s Manual addressing the Touchpad as Toshiba explained in their response to my complaint. So Toshiba responded by saying the following regarding this:

”Tristar explained to our customer that the touchpad is working on how it was manufactured and therefore they did not find any trouble with that. Corporate representative also provided our customer a manual that can instruct on how to use the functionality of the touchpad.”

First in response to this [redacted] never spoke with me or sent me anything in writing as Toshiba indicated in their response to my complaint.

I did read the section provided and responded to [redacted] about this on October 27, 2014. I told her that it was inconclusive and that the owner’s manual actually illustrated a finger pushing UNDER the ridge (which is contrary to what [redacted] concluded in stating that you had to click on the ridge itself).

In the same email where I responded to the Owner’s Manual, I sent [redacted] pictures that I took of the Laptop as I had discovered what portion of the battery storage had been broken after I sent it to [redacted] the last time. [redacted] told me that she would look at things and get back with me with an acceptable solution.

I feel that I should not have to be the one doing the troubleshooting on my own laptop that this is what the warranty and repair centers should be doing but I have lost all confidence in the Toshiba Depot as well as with [redacted]. It seems to me that I know more about laptops and how they should function and how they should appear cosmetically then either repair facility does.

The exact issue with the battery is there are 2 release levers/sliders on the underneath side of the laptop. These sliders are used to lock the battery in place and hold it flush with the lower case of the laptop. One actually locks so it cannot be bumped and come undone, you have to physically move it both directions and you can feel it snap into a locked position in both directions. The other is spring loaded and springs back when released. On the side that springs back, within the body of the laptop case, the portion that would hook on to the battery and hold it flush with the case is missing and broken off of the mechanism. This means there is nothing holding the battery in on that side of the case. If the other side is unlocked and the laptop is turned upright the battery will literally fall out of the laptop. This definitely is not acceptable and not the design of the laptop.

I do not see how Toshiba can say “Our customer was informed by two of our repair facilities that they did not find any issue on the battery…” I have never seen anything in writing from any facility (note the only one that this was brought to was [redacted] as the Toshiba Depot are the ones that caused it) that they found nothing wrong with the battery. I have also sent to Toshiba, via email to [redacted], pictures of the actual damage to the laptop. As Toshiba claims there is nothing wrong with this I will include the pictures I provided to [redacted] in this complaint as well.

Again I had not heard anything from [redacted] or anyone at Toshiba regarding the situation, so once again I called Toshiba Corporate so I could speak to someone. This time, in my message I requested to speak with [redacted]'s supervisor as I was not getting anywhere with her and needed to find an acceptable resolution to the issue and the continued additional damage being done by Toshiba or their agents.

On November 12, 2014 at 7:30 in the morning, to my surprise [redacted] was the team member returning my call. She was very belligerent and not willing to accept the resolution I had been promised months earlier in replacing the laptop. She had once again gone against what she had told me we needed to do in looking at a different laptop. She told me that once again I needed to send the laptop off to their development or another department to look at and repair the laptop. This was totally not acceptable to me but she was set in her mind, she argued and insisted that this was the only resolution available.

My wife was in the car and had been hearing [redacted]’s loud voice and sensed my frustration. I asked [redacted] to hold on and handed my cell phone to my wife, [redacted]. We put [redacted] on speaker so we both could hear what was being said. [redacted] introduced herself to [redacted]. [redacted] told [redacted] that we were tired of sending the computer, which was no longer “new” back and forth and NEVER being able to use it. [redacted] continued to be belligerent and demeaning to my wife. [redacted] told us that her decision was final and nobody would ever go against her decision. My wife on multiple occasions had to tell [redacted] to quit interrupting and listen. [redacted] was loudly scripting her reply of her resolution that was not acceptable to us.

My wife tried to reason with [redacted] by using an analogy of having bought a new dress and the owner noticing a needed repair when she brought it home, without ever wearing it. The dress is returned for the repairs. While the dress is in the care of the repair shop, the workers create a stain on the new dress. The dress is returned, with the needed repair not done and with a stain that is left. “Would this be acceptable?” This is how it was returned as an example of what has been done to this laptop.

[redacted] did not acknowledge the analogy or question. She continued in a scripted answer that the laptop must be returned for repairs. We tried to convey that we no longer trusted that we would get a repaired laptop nor did we trust that the laptop would not be further damaged. Since [redacted] was unreceptive, we asked to speak with her supervisor. She told us that she did not have one. We requested to speak to the Vice President or whoever over sees her department; she answered that there was nobody above her. We knew this was not true as everyone has someone they have to report to. My wife even said who is it that signs your paycheck because perhaps this is who we need to speak to, which [redacted] refused to answer. Eventually we insisted that we needed to talk with someone else. She put us on hold and then came back to say her manager and everyone else was in a meeting and they could not speak with us at that time. We were astonished that now she had a manager. Since her creditability was flawed, we were done talking with her. She continued to argue, but we told her that we needed a call back that day from someone other than her. She agreed but continued to argue and we told her thank you and hung up the phone. As we expected, no one returned our call that day. In our conversation with [redacted], we promised that we were going to find an acceptable resolution even if we had to contact the President’s office and we also told her that we were now at the point where we felt we needed to involve the Revdex.com as we had not been given an acceptable resolution and this had gone on so long.

As that deadline came and went, on November 14, 2014, I again called the corporate offices and requested to be transferred to the President’s office, I was declined with the explanation that they could only transfer me to the infamous escalation department. The receptionist also said she would send an email to that escalation department expressing my concerns and stating someone other than [redacted] needed to contact me. She told me she wished she could do something more to help me obtain a new laptop. I again left a message stating that I did not want to ever work with [redacted] again. On this same day, after speaking with Toshiba Corporate I filed the complaint with the Revdex.com.

On November 18, 2014, I was contacted by [redacted], the first person from the escalation department that I worked with previously. She was very polite to me and wanted to work with me to try to resolve the issue with the Touchpad. She sent me links to information on toshiba.com. She also had me download the driver from their support website for the Touchpad for this model of Laptop, this did mean I was rolling the driver back to an earlier version but I did not disagree with her on this, at this point I was willing to try anything if it would mean an acceptable resolution to the issue. I think we were on the phone for an hour working on this. Despite my years of experience and knowing how to do most of the things that I am asked to do, I appreciate the fact that I was sent the information that they would send to others as I feel this does show professionalism on their part and that they do not assume I knew what they were talking about. As previously noted, I had concluded that it was a hardware issue and not a software/driver issue. This troubleshooting with [redacted] did not resolve the issues with the Touchpad. While doing the troubleshooting with [redacted] I did find more evidence as to the hardware issue. I discovered if I tapped on the right edge of the Touchpad in the area where the ridge indicated the right click button should be but where the scroll feature is located, instead of getting the scroll I obtained the right click and the context menu.

During this conversation, [redacted] never stated that the only solution to my issue was the one that [redacted] insisted was the ONLY resolution presented to my wife and me. [redacted] treated me professionally, even when the troubleshooting did not work in solving the issue. We ended the conversation with [redacted] telling me that since she had done what she could, now she would need to speak with others to figure out what further resolution should be and she would be in touch with me. To date I have not heard back from her nor any one from Toshiba.

Now to address the final part of the response from Toshiba, I would like for them to go back and listen to the last conversation we had with [redacted] and see that we told her over and over again that sending the laptop again to whoever was not acceptable to us. I would also like them to listen to the last conversation I had with [redacted] and see that [redacted] did not leave me a resolution but stated that she would find out what further options there was for resolution. Toshiba is incorrect in stating that we accepted [redacted]’s resolution when we were insistent that we would not again send the laptop for repair. Replacement or a refund was now our only acceptable resolution.

As of today, I have not been sent a box or label to send this once new laptop, now in refurbished condition, anywhere and it remains damaged and sitting in my home, not being used. If we had agreed, as Toshiba stated in their reply, why have they not sent me a box and or label to send it off once again?

How many months should I have to deal with my initial issue with the laptop? How many times should I have to send it off for the same repairs? How many times should Toshiba or their agents be allowed to further damage the equipment? I feel these are questions that should be asked and that any reasonable person would agree that I have done more then I should have had to put up with.

If I could have taken this into a local repair facility or had a repair technician come to my house, I could have demonstrated to them the issue I have reported and they would agree that there is an issue with the Touchpad. They would have replaced the part or deemed it a defective laptop but this was never presented as an option. Today I feel that this is not an acceptable option but perhaps something Toshiba should perhaps consider doing moving forward with their products.

We have been cooperative, far more than an average customer. It has been about 8 months since we received a newly purchased made to order laptop from Toshiba. We have not been able to use this laptop but have spent many hours on the phone, hours of frustration and time packing and shipping a laptop. Many hours repeating and troubleshooting the same issue over and over again. We have been treated less than professional and been made to feel that Toshiba does not care about their consumers. Toshiba has not initiated a single call to follow up on this issue. I have had to be the lead and also I have been the one that has spent many hours and found the problems in their system.

I feel that this laptop has been damaged by Toshiba or their agents every time I have sent it out for repairs. I have not been able to use this laptop as it is designed to be used or for the purpose I purchased it for. At this point, I feel that this laptop is the most expensive paper weight I have ever bought.

This is now a refurbished laptop and not a new laptop like I purchased. I am still having the exact same issues that I reported upon receiving it…and now I have a damaged (not from me- the consumer, but from the company and their repair centers) laptop. I feel that the only correct course of action is for Toshiba to do what they promised months ago to me and replace this laptop. I do not have a problem sending it back to them but I want a different and NEW laptop in return. As it is now almost 8 months since the laptop was shipped from China, and I have not been able to use it, I want them to restart all warranties effective on when I receive the new laptop. Their add-on purchase that I believe they call “Even Trade Protection” also needs to start when I receive the NEW LAPTOP. In my initial complaint, I stated in my resolution my requirements for the replacement laptop and Toshiba needs to honor this as this was a made to order laptop with high end add-ons selected.

I feel that the person who responded to this complaint did not look into everything and stated things as to the resolution that I had not agreed to. I also feel that the Toshiba response goes to show how they react to this situation and that they did not look into the issue/case in detail and did not share all of the facts that have been presented. Why would [redacted] have told me she would get back to me with an acceptable resolution if this matter was resolved?

I want Toshiba to stand behind fixing their products and own the fact that this is a defective product by honoring what I have been told by 3 of their employees since my issues began on day one, replacing the laptop.

At this point the only thing I will accept is what is stated in the previous paragraph or a full refund of everything I spent back in March 2014 for this laptop including extended warranties and other add-ons that were purchased for this laptop at the time I ordered it.

Regards,[redacted]

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our corporate department has been in contact with our customer and has informed that his unit will be sent to our corporate for evaluation and to address all the issues. Our customer agreed with that. Advised our customer that he will a received a call from our corporate once they have the updates. At this time we consider this matter closed.

Consumer

Response:

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 again am basing my response based on my 20+ years of experience in the Computer industry and as someone who has worked with Toshiba laptops for many years as well as computers/laptops from other manufactures and as such am offering my response not only as a consumer/client of Toshiba but also as to what the normal standard is within the industry based on past experience I have had with companies like **, [redacted], and [redacted].

Review: I purchased my Toshiba laptop a little over a year ago and the shell encasing my laptop is very flimsy plastic that cracked above the hinges without any cause. We have always been gentle opening and closing it due to the flimsy plastic cracking but within a year it got to the point of falling apart. The left side completely broke off on the outside lid above the hinge and the right side cracked in the same place. The broken lid further caused the plastic to come apart in many places, from the screen at the bottom left corner and the seams going up the sides of the lid and also the bottom of the shell case at the seams at the back of the keyboard, which has also caused spinning noises at the back right side at times until we move the laptop at a certain angle. We have had to use duct tape and clamps to hold it together but everything continues to fall apart, so we have to renew the duct tape often and be especially careful handling it. Here, I purchased this very expensive laptop that I should feel proud of, but instead I feel so humiliated with it's appearance with all this duct tape. I have experience with many laptops and never seen this flimsy plastic on any of them. I spoke to a computer tech about how to fix it, and he told me that Toshiba is known for cracked hinges and recommended I contact their warranty department. It was still within warranty the first time I called in July, but the 1 year warranty ended in August, so I got the run around, being transferred to different departments, taking much time and getting me nowhere. There is a repair department that will charge hundreds of dollars likely using the same flimsy plastic case it came with. Toshiba should have used stronger plastic in their product so I feel this is a defect in manufacturing caused by them and no fault of my own.Desired Settlement: I would like my Toshiba Satellite L955-S5370 to be repaired with solid plastic, not the flimsy plastic it came with, or a replacement laptop of comparable value made with stronger plastic.

This whole ordeal has also caused me great stress, humiliation, time and energy, which I am not asking for anything in return for. But after this experience, I am doubtful I will purchase Toshiba again unless Toshiba can somehow prove they are the upstanding company I thought they were. But I also should warn that many come to me for computer advice and I will be honest about my experience, so please fix this problem so I can give good feedback when others ask. I trusted in your name enough to purchase this laptop in the first place but I am very disappointed, not only about the defect but also by how the staff dealt with me on the phone, and my having to to take this approach of making this complaint against you, which I did not want to do, but I am desperate cause my laptop is falling apart.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer reported the issue outside of the warranty and for any physical and accidental damage on the unit it’s not covered under the warranty and that was the reason why our customer was referred to Toshiba Repair Services (TRS) to set up a repair at their own cost. At this time we consider this matter closed.

Consumer

Response:

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 made this complaint is because Toshiba is at fault due to the poor quality material they used to make the case and the lack of product testing to protect it's consumer. Actually, my taking the time to report this problem will aid in the product testing, which has failed, but this should have been done prior to selling it to consumers. Regardless of warranty does not change the fact that Toshiba is at fault of this particular problem and should make right this problem for every consumer asking. I don't consider this a warranty issue as it is not just a sporadic event with the product, but instead a defect in the manufacturing so it should be considered a recall for this particular problem. I have seen enough that I feel they should be apologizing to the consumer and not only fixing the problem, but being sympathic for all the grief it has caused. But I am not asking for anything more than just them fixing my case properly, even though it has been a great burden on me. Thank you for your time and attention.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS found out that 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,) so that the cost of the repair is now their responsibility. TAIS found out that the warranty has expired on 07/08/2014. Seeing as the customer has exceeded the warranty period they are responsible for any repairs/ and or technical assistance. At this time we consider this matter closed.

Review: Toshiba laptop has a mfr default, 2 USB ports have not worked ever since it was bought brand new 9 months ago. Toshiba refuses to repair it for free.

Toshiba laptop [redacted] Model # [redacted] Order # [redacted] Serial No. [redacted]. Purchased online on 20 Mar 2013. Found out that the USB ports are not working but I still needed it the laptop for college. Was ready to ship laptop to Toshiba for repairs in Dec 2013 during school break. But with Toshiba confusion & delays, finally shipped in Jan 2014 - much to my inconvenience. [redacted] is charging me $252.82 ($192.82 for parts and $60 for labor) to repair the USB ports via email on 29 Jan 2014. [redacted] emailed me the breakdown of cost but has no explanation as to the cause of the damage and why it does not qualify for warranty. Repeated requests (emails 31 Jan and 06 Feb 2014) to [redacted] via email inquiring about these issues resulted in no replies from [redacted]. No physical damage can be seen on the laptop. Toshiba shipped back the laptop with no repairs done and received it on 17 Feb 2014. Talked to Toshiba Case Mgr Mr. [redacted]. He told me the laptop does not qualify for warranty repairs - as one of the disqualifying factors for it is - "acts of God." This means Toshiba will never repair anything for free under warranty since if they cannot blame the customer for the damage, they will just blame it on "acts of God" just so they don't have to pay for it. This is a scam! In the first place, the laptop is a manufacturer's defect. The USB ports never worked esp since the laptop is only 6 months old. Also the customer service numbers ([redacted]) were designed to confuse customers and discourage them to call as you have to have experience calling to be able to figure out which option to choose on the automated line.Desired Settlement: Fix the two USB ports at their expense including shipment of laptop to and fro or refund of the purchase price of the laptop: $599.99 plus CA tax.

Business

Response:

A TAIS representative was in contact with our customer on 02/17/2014. TAIS received the customer’s unit on 01/28/2014 in our repair facility with a damaged mainboard, 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 unit has been shipped back to the customer unrepaired under Fed Ex tracking number: [redacted]. The unit was delivered to the customer (Mon 2/17/2014 9:20 am). At this time we consider this matter closed.

Review: I purchased aToshiba 50" TV on line last January2014. It quit working in Arpil 2015. I callled their repair line and was told they would repair it one time at no charge. They told me parts were on back order and I agreed to wait. They sent a repairman over and he replaced the main board. This did not fix the TV. He said it must be the led panel and called the company that contracted him to come out. They said they would order the panel and already had 84 on order. It was taking over two months to get any and the last two they received did not work when they got them. I called there service line back and told them they should replace my TV. They asked why. I told them that if there were 84 on back order from the company servicing my immediate area, then there must be thousands on order for the entire country. This indicated to me that this TV's were defective as sold and should have been recalled when they determined the magnitude of the quality problem. Not to mention that after waiting two to six months the repair part has a good chance of being defective also or going bad in the next six months. This would leave me no recourse at that time. They refused to talk about replacing the television and referenced me to the Irvine CA address. I called the CA location and left a detailed message. No one has returned my call.Desired Settlement: I want a same size replacement TV.

Business

Response:

A Toshiba

America Information Systems (TAIS) representative has reviewed our customer

complaint. After doing a research TAIS found out that our customer’s unit was

already out of warranty since last 01/01/2015. However, TAIS has provided a onetime

repair for the unit and our customer was advised that the repair might take a

couple of month especially if the part to be replaced is LCD panel. According

to our customer he is willing to wait even if it takes a couple of month as

long as it's free. TAIS has processed the repair order and as of now the part

that is needed to be replaced is in backorder (LCD PANEL) and the estimated

delivery would be on 06/04/2015. At this time we consider this matter closed.

Review: I received a Toshiba Hard Drive as a gift for Christmas 2012 and it stopped working within the warranty period. I shipped the item to Toshibas Acclaim service center for replacement with the original box and original packaging. Toshiba said that they required a proof of purchase but I did not have one due to receiving this product as a gift. Toshiba received the hard drive at their service center and I was e-mailed (October 30, 2013) and told they required proof of purchase. I explained that this was received as a gift, but my in-law was able to find documentation from his credit card company showing his purchase from Staples.com for this item with the purchase price, although it did not state the specific item purchased. He was unable to find any other documentation from Staples and I emailed it to Toshiba. After a couple weeks, I received no reply from Toshiba so I e-mailed it again. After a couple more weeks and no reply, I called Toshiba to find out the status of my claim since their website also gave no update. I was told they were still reviewing it and contacting Staples to verify the purchase. The CS rep explained to me that it was taking longer since it wasnt a traditional receipt. I told them I would have liked some kind of response indicating that they at least received the receipt. The rep said that they would be in contact with me shortly. About a month later I still received no response from Toshiba so I called them again today. The rep from the Philippines could not pull up my claim even after giving him my claim number several times, name, and e-mail address. I requested to speak to his supervisor but was told he was not available and would not connect me to anyone in the USA. An hour later someone from Toshiba did call me and I explained to him what has been happening but all he could do was apologize for the inconvenience. He now said that he could not accept the documentation that I had to complete the claim. All he offered to do was to send the broken hard drive back.Desired Settlement: I would like a refund, Toshiba certificate for equivalent replacement, or just a replacement of the same product.

Business

Response:

A TAIS representative was in contact with the customer on 12/27/2013. TAIS has apologized for any inconvenience. TAIS has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. In all cases, you are required to return the defective item, along with proof of retail purchase to Toshiba at your expense, within 30 days of the claim date. At this time we consider this matter closed.

Consumer

Response:

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 hard drive that I sent back has clearly been purchased. The hard drive in the original box and packaging should be sufficient, but I also submitted the credit card receipt documenting the purchase from Staples.com. I received this as a gift for Christmas from my brother-in-law and is obviously purchase. How else would it be procured? Not to mention how completely awkward (for both of us) it is to ask for proof of purchase because the gift they gave me for Christmas is broken after less than a year of use.

Review: I contacted Toshiba on 15 March 2015. During 45 minute call, they confirmed the battery was bad. They confirmed that battery would be replaced at my home that week. Agent sent me survey to confirm details. I completed survey and was contacted by [redacted] to set up appointment. My son (laptop user) was home from College for the week, so he stayed home 18-20 March awaiting a call. [redacted] was very responsive but could never get the battery and told me that Toshiba estimated a 24 March delivery. I called back to Toshiba on 27th and the person said he would check on status and would explain why battery would not be [redacted]ed and would call next day (he did not). I called on 31 March and spoke to [redacted] who said that battery was cancelled, that she would research what could be done, and she would call me back 2 April (she did not). I called back 3 April and spoke to [redacted] who said the battery was ordered on 25 March and that she would have resolution by 6 April. This time she did call back but had no answer. 7 April was same answer. I called [redacted] who said they had no record of battery being delivered ([redacted] has been great to work with).

In the meantime my son is stuck [redacted] a laptop with little battery life at college. He cannot use it for a full class without plugging in, so he now has a de facto desktop computer.

Toshiba has not been helpful or forthcoming, nor have they been responsive. I feel like I've been lied to for most of the conversations. No one in the Toshiba center has authority to do anything, and they refuse to transfer me to a decision maker. At this point, Toshiba owes me something as they have wasted my and my son’s time. This is my fourth Toshiba laptop, and I have never had such a terrible experience with any of my other devices.Desired Settlement: I want one of four things; the battery to be replaced by 22 April at my son's school and paid for by Toshiba; a full refund of my warranty so I can purchase something else; a replacement laptop; or full restitution for the 4 hours (at my hourly rate) for the time I've spent dealing with this plus fair compensation for my son's time spent sitting and waiting for a replacement (3 full days of spring break). I would prefer the repair to be done at my son's school, but I will accept any of the other options.

Business

Response:

A Toshiba America Information Systems (TAIS) representative

has reviewed our customer complaint. After doing a research our customer unit

has an Extended Service Plan (ESP) that adds up to

three additional years of warranty to the computer. The number of years that

may be purchase depends upon the product. According to our customer the unit

has a battery issue and they were advised to replace it. Our customer purchased

the unit last Jul.2012 and the warranty will expired Jul.2016. In accordance to

the warranty of the unit the battery still only receives the standard one year

of warranty. Seeing as the customer has exceeded the standard warranty period

they are now responsible for replacing the battery of the computer. Our

customer can contact Toshiba Direct to purchase a new battery or they can visit

their website at [redacted]

and they may contact at ###-###-####. At this time we consider this matter

closed.

Consumer

Response:

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.

When I first called Toshiba, I was advised NOT to purchase a replacement battery NOR to travel to a local repair site (I was willing to purchase a battery and/or travel locally). The agent told me on 15 March to complete a form sent to me via email to schedule an onsite visit from a Toshiba representative. I did so, my son waited at home while on Spring Break from college for three days, then when I called the repair people, they said that they couldn't get a battery and that Toshiba had cancelled it. When I called Toshiba back, the agent informed me that I was not eligible and that what I was told was wrong and that I should have been called but that they had no record of anyone calling me. When I pressed, the agent said they would get back to me (and did not). The next time I called back I was told the battery was ordered and should be available - it never has been available to me. These calls have continued, and no one has been able to provide a solution that either maintains the laptop as a laptop or avoids sending the laptop, which is used in college, away for two weeks or more.

Review: Issue with my new laptop isn't covered under warranty by a week and due to policy they either won't or can't cover it

Latest on my laptop issue - apparently it's not covered under warranty by a week and due to policy they either won't or can't make an adjustment or cover it. Issue is with Motherboard (hardware) as well as labor costs which shouldn't need to be replaced within a few weeks after purchase from Toshiba.com. As I need a functional computer for my teen son, I'm going to pay to get this done but would hope to get credit back to my account. I'll never buy a Toshiba product again and will let all my friends and family know of this issue. I spoke with a case worker who also wasn't helpfulDesired Settlement: Credit for work I'm paying to have done as well as extended warranty in case work doesn't fix the laptop

Business

Response:

A TAIS representative was in contact with our customer on 01/15/2014. TAIS has apologized for any inconvenience TAIS received the customer’s unit on 01/10/2014 in our repair facility with a BIOS Password repair, which is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). TAIS had informed the customer that the cost of the repair is now their responsibility. The customer has received the unit back repaired under the Fed Ex tracking number ([redacted]). As far as any extended warranty, all repairs have a 30 day guarantee from the date of completion. At this time we consider this matter closed

Review: I bought a cloud TV to take with me overseas. It was not disclosed ANYWHERE that the cloud will not work overseas. Have a big expensive tv doesnt work

I was moving from the US overseas for a short time and was able to bring a container of personal effects. One such item was a band new Toshiba 65" cloud tv which I was very excited about due to its use of the cloud TV Toshiba advertises. Nowhere did they say the Cloud would not function AT ALL overseas. I cannot access even my own data on my network overseas. This doe snot make sense. Highly deceptive and VERY disappointing from a brand I held in high regard.Desired Settlement: I dont know how to resolve this. All I want is to be able to use my TV. I am not looking for anything free or apologies, I just want to use my TV the way it was designed!

Business

Response:

A Toshiba America information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that according to specification sheet and manual of our customer’s unit “Services and features available through the Cloud may change or removed at any time. Services and features depicted or listed here and provided through the Cloud may not be available outside of the United States and may not be available”. At this time we consider this matter closed.

Here’s the link of Spec Sheet for Model 65L7300U – footnote for Cloud TV

Review: Defected computer. Only solution offered was to service the computer at cost. The warranty doesn't cover a slow computer.

I bought a laptop from best buy. It was very slow from the start. I did't return it within the 15 days, I called Toshiba and informed them of all the issues I have had, slow started up, freezes, slow apps start, and they offered to service a brand new computer for me at a cost. After being on hold off and on for a hour, my computer is not running any faster. My computer was slow to begin with, with freezes. I was willing to to exchange it, but after the rude and unfreindly, unhelpful customer service, I would like to get a refund and try my luck with another company,Desired Settlement: Refund of total purchase price

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 08/28/2014, 09/03/2014, and 09/04/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern and they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer

Response:

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.

Review: Laptop is defective & after 2 repair attempts,worse than before the first time. Laptop is model: Satellite L855-S5240 & Ser.Num is 5C329062Q. Laptop purchased 12/15/2012 by my father for me for Christmas. Mid of 11/2013 laptop started crashing. After trying all I could do with factory re-installs the problem still existed. Called Toshiba, told purchase a shipping package to send it to them for warranty, so I did. Received laptop back and still w/issues. Called Toshiba 12/14/2014 & after talking w/Cust.Serv.Mngr, instructed ship to them (their cost)they would have a 3rd Party (Tristar, Toshiba Manager said they fix all their "escalated" repairs). Was assured this time FIXED. After waiting for return, I received the laptop dead. First thought, drained battery. Took home, pluged in worked until unplugged. Tried plugging in, no good. Sunday January 12th called and was instructed, Monday to talk with a Cust.Sevc.Mngt. I spoke with a person named [redacted]. She stated I would have to send it in again to be fixed. I stated after 2 tries to fix and it is worse than first time it should be replaced with a new up to date model. She said since it was no longer in warranty that it could not be done. INTERESTING, while in warranty was NOT fixed 2x but made worse then put in first time. I asked to speak with someone higher and was refused. I tried calling Toshiba corporate and was instructed to leave a detailed message on their Escalation Management team voice mail. I did. Spent over a week trying to talk with [redacted] from Escal. Mngt. The number given only goes only to voicemail and confirmed by [redacted] which I finally spoke with [redacted] 20. Told by [redacted] Toshiba decides if to replace and since out of warranty only fix they will do (again if fixed in warranty this would not be a discussion or had been replaced in warranty). TriStar had lapt 01/17, spoke with 01/22 told needed another motherboard, spoke with 01/28 said on backorder and Toshiba would have to make decision to replace. This has cost so much.Desired Settlement: At this point, myself being out of work, after not having a working laptop for over 2 months, and having to spend money on gas to go to family, friends, internet cafes (pay there too) since I am out of work and having to work on resumes and online job submissions that it should be replaced with a NEW, Up-to-date, CURRENT MODEL, CURRENT OPERATING SYSTEM, with specs (i.e. processor, ram, hd) equal to or better than before.

Business

Response:

A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has informed the customer the option available is to continue with the repair at Tri-Star computer. As far as a replacement that would not be an option at this time and the repair would need to be completed. If the customer has any questions on the repair, they are welcome to contact us directly at ###-###-####.At this time we consider this matter closed.

Consumer

Response:

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 do not agree at all this matter ia closed or that a replacement could not be an option. I called Tristar today, February 3 2013, and the parts are still on back order: This matter would not even be discussed had the laptop been fixed correctly the first time. It is going on ovwr two months of a non working laptop and over two weeks awaiting parts on back order to be fixed. I doubt I will be reimbursed for internet service I cannot use since I do not have my laptop, or the gas to constantly use a computer elsewhere, or internet cafes, or etc. This is a company not standing behind their warranty and nonrepair.

Review: Toshiba laptop freezing up and unable to use screen is completely back.

I purchased an Toshiba laptop serial number [redacted] on November 13,2013.Since having this device I've contacted tech support four times with issues with this device.Call the tech support center on January 01,2014 with my last issue with this device. It gave me a message that stated unable to boot device.Tech support advisor stated that there was an issue with the hard drive and that it needed to be sent in for repair.I asked the tech advisor about an replacement since the laptop was so new. He stated that was not an option available to me.He prepared a repair order number which was repair number TC-[redacted]. He also stated that I would have to pay the shipping cost for the laptop.Desired Settlement: I would like to have a replacement for this device and refunded for the shipping charges on this device.

Business

Response:

A TAIS representative has been in contact with our customer on 01/01/2014. TAIS has informed the customer the shipping and handling is their responsibility in order to receive warranty repairs. TAIS assisted the customer by setting up the order (TC-[redacted]). The unit has been repaired and has been delivered back to the customer under Fed Ex tracking number [redacted]. A request for a replacement would need to be directed to the reseller where the unit was purchased to determine if the unit is within the replacement time frame. At this time we consider this matter closed.

Review: I have attempted to contact the eastern sales division team regarding this situation. I have emailed them all twice with no response. My complaint is below and I am highly unsatisfied with Toshiba.

I purchased a Toshiba encore tablet through Toshibas [redacted] store in november. I received the product and it appeared to be fine. All of a sudden the tablet would not hold a charge and the charging port is fried. There is no light indicator showing it is charging and it will not even turn on.

I contacted the Toshiba [redacted] store in which I got an automated reply that they were away at that time. After numerous messages to the store, I finally recieved a message back saying I needed to call the tech support number.

So by the time I was instructed to call the tech support number, tech support tells me I am out of warranty and need to speak with a 3rd party company. I call this 3rd party company (who is supposedly contracted out through Toshiba) and they tell me that I will have to pay a couple a hundred dollars for them to see if they can fix this issue. Which is absolutely absurd that I would pay more to have the tablet fixed then it cost me to purchase it. Not to mention since Toshibas [redacted] store took so long to get back with me it ended up being out of warranty after being only used once, seems ridiculous. This product should not have malfunctioned in the short time I had it. All I would like is for Toshiba to fix the tablet or send me another one without cost since this is a manufacturer issue not a consumer issue. If someone could please get with me I would really appreciate it.Desired Settlement: I would like the tablet repaired at no cost or a refund since this a manufacturing issue. I think its obsurd that I would be required to pay a couple hundred dollars through a third party to have it fixed since Toshiba sent me a product that was defective.

Business

Response:

A

Toshiba America Information System (TAIS) representative has reviewed our

customer’s complaint. After doing a research TAIS cannot find any records in

our system using the customer information (name, address, phone number, and

email address). Our customer can provide the serial number of the unit or any reference

number they may contact us at ###-###-####, at this time we consider this

matter closed.

Consumer

Response:

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.

Review: Just over one year after purchasing a Toshiba laptop from Walmart, the hard drive failed. I purchased a new hard drive to replace it but needed the windows 8 software-which was included in my purchase of the laptop. I was informed I would have to pay them an additional 39.00 or so to have a copy of the windows 8 software sent to me. I told them if they could not provide me with a simple link with which to download the software, then I would be willing to pay a very small shipping fee to have it mailed to me. They refused. They want to charge me twice for something I already have the rights and license to use. Unlike previous computer operating system software, the "product key" for the windows 8 software is encoded into the motherboard of the laptop. Both of the representatives with whom I spoke had a difficult time communicating as it seems English is a second language for them.Desired Settlement: I would like a copy of the Windows 8 software, for which I have already paid, be sent to me on a CD or small USB thumb drive at a cost of 10.00 or less. These items should have been provided in the box at the time of purchase.

Business

Response:

A TAIS representative was in contact with our customer on 01/06/2014. TAIS has apologized for any inconvenience and has informed the customer we are unable to provide the recovery media free of charge being as software is not covered under the manufactures Standard Limited Warranty. The customer can purchase the recovery media online at www.acclaim.toshiba.com; if they need assistance ordering the media they can call ###-###-####. At this time we consider this matter closed.

Consumer

Response:

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.

On Friday, January 03, 2014, I was contact by [redacted] Morales of Toshiba. I explained that I was unable to reload the Windows 8 (purchased with the Toshiba Laptop) when I replaced the faulty hard drive because they had not provided a "product key" for Windows 8. On all of our other Toshiba laptops with previous versions of Windows, there is a sticker on the bottom of the computer with the product key. If a defective hard drive is replaced or corrupted system needs to be reloaded, we can simply download Windows and activate it with the product key provided. There is no charge since we already paid for the software and simply need to activate it.

Now, with Windows 8, the product key is embedded into the motherboard itself and there is no sticker or other documentation with the product key provided.

[redacted] expressed surprise that I would be required to pay even more to activate a product I had already purchased. After holding for a while, she returned and said she was told that the vendor (Walmart) had the product key. When I asked her why Walmart would have the key when the laptop, boxed and shipped to them by Toshiba, came pre-loaded with the windows 8 software and the key embedded in the motherboard, she put me on hold again. She returned only to say that it made no sense to anyone she talked to and said she would do more research and call me back.

On Monday, January 06, 2014, [redacted] called to say she was disappointed to find out I was correct and that there was no alternative provided. She agreed that it was not right but she was unable to get any resolution herself. My only option is to pay again to have the software -coded specifically to my laptop- mailed to me on a usb/thumb drive. I told her I was not satisfied at all and she agreed. However, she said the only alternative she could come up with was expressing my concern at their next meeting. It seems this is a well known issue and has been a huge problem. She was very polite and apologetic but was unable to do anything.

Again, I am simply asking that the Windows 8 operating system software -which they have locked into my motherboard- be provided at no additional charge. This simple, inexpensive solution on the part of Toshiba has left me with a defective and unusable product.

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 01/06/2014. TAIS has apologized for any inconvenience and has informed the customer we are unable to provide the recovery media free of charge being as software is not covered under the manufactures Standard Limited Warranty. The customer may purchase the Recovery Media through Support.toshiba.com. If they need assistance ordering the media they can call tech support at ###-###-####. The Product Key on a computer that has Windows 8 pre-installed is embedded in the BIOS on the motherboard. There is no longer any sticker with the product key. By eliminating the sticker, this eliminates one of the easier ways for illegal users to get a legitimate product key. Eliminating the product key sticker also removes any worry that the sticker might get damaged while at the same time eliminating the long and irritating process of typing in various letters and numbers when installing the operating system. At this time we consider this matter closed.