Toshiba America Information Systems Inc

Review: RE Delaying to repair Toshiba Satellite P75-A7200 Repair order#: TP-[redacted] Serial#: [redacted] I sent my Toshiba laptop for repair on July 3rd. 2014 and Toshiba informed me that they received the laptop on July 8th. 2014. I have been checking the repair status on line and the info I got is like this: "Repairs to your computer have begun, but a required part is not immediately available at the repair center. When this happens, part availability typically extends the time it takes to complete a repair by no more than 10 business days," I have been calling Toshiba repair depot and technical department numerous times and left messages, yet no response. Every person in Toshiba that I talked to treats my case as a hot button issue and transfer me to either another department or call another number. I am very helpless. Then one Toshiba operator directed me to the corporate office. I called corporate office for 3 times and finally someone named [redacted] called me back on July 30th. 2014. Her response is that the repair is still going on and promised to follow up my case. FYI, the nature of the problem is overheating and causing the computer slow and stop function. I sent out the laptop on June 13th. 2014 for the 1st time repair and Toshiba sent it back in one week stating that they have replaced parts. After working with the laptop, me and my son found out that not only the problem was not solved but also the problem worsens. Therefore, I requested for 2nd. repair. It has been over a month and half that Toshiba has been delaying for the repair.Desired Settlement: Up to date, my laptop has not been fixed for one and half month. My son and I share the laptop, but we could not use for all summer. It is a big loss for us. Toshiba's not responding and not delivering back my laptop is not acceptable. I need Toshiba management to take responsibility to respond my laptop status and ship it back repaired immediately.

With such bad customer service, I would never ever purchase Toshiba products and definitely not to recommend anyone to purchase any products from Toshiba.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed the customer’s complaint. After doing a research TAIS found out that this complaint was already forwarded to our order desk department and our customer was already contacted of one of our representative in order desk and discuss about the replacement of their computer, at this time we consider this matter closed.

Review: Toshiba is not guaranteeing their television and is providing a substandard products. The case managers at Toshiba have been rude and condescending.

I purchased my television in February of 2013 and have at this point had to have 3 warranty repairs. Two of these repairs were for the same part and at this point I have been without at television for a month.

My concern foremost about he substandard product I purchased and Toshiba's lack of service in getting this fixed. Secondly my concern is in regards to the lack of customer service and down right rude conversations I've had with the phone support staff at Toshiba. I feel as if I am justifiably frustrated with the lack of performance by my new television and when I've called for assistance I seem to get less and less support. During my last phone call with a Case Manager the individual on the phone did not look up all of my previous repairs before tell me there was little she could do. I then asked what her records showed about my repair history and she acknowledged that she had yet to look into this. At that point I asked to speak with her supervisor and she told me that I would not be allowed to talk with anyone else. We ended our conversation with the case manager telling me she would schedule an in home repair for the television. This was never done and I had to call back later to find out that the service was never scheduled.

I have requested both in email and on the phone to talk with a supervisor and have been told this was not possible.Desired Settlement: I would request that Toshiba refund the money for the television.

Business

Response:

A TAIS representative was in contact with the customer on 12/03/2013. TAIS has apologized for any inconvenience. TAIS is providing the customer a replacement: 39L4300U- new TV with a 1 year warranty. The UPS tracking number will be available on 12/06/2013 to 12/09/2013. If the customer is requesting a refund for the TV, this would need to be directed to the reseller where the TV was purchased to determine if the TV is still within the return time frame. At this time we consider this matter closed.

Review: I purchased a toshiba [redacted] during the pre black Friday sale this year and the experience has been a complete nightmare. The computer broke within a month of use. After an exhausting ordeal of shipping the computer to get it repaired and finally receiving it again , the computer broke a second time exactly the same way. I travel with my job and I may be traveling to several different cities within the time of a week. The process of sending the computer in for repair is a trial even without the possibility of missing the computer by a day in a different city. I can't believe I spent over $1200 on a computer that has spent more time in the repair shop and in transit to and from repairs than it ever has in actual use. I feel lied to and helpless in a horrible situation where I can't get my brand new laptop fixed. I fear even if I could send it in for repairs for a second time in less than two months of real use, that this poor quality product would break again. How many times should a computer need a repair? How soon should I have to send it in? What happens when the warranty runs out on my product that I paid top dollar for, only to have highly substandard performance the entire time of ownership? These are questions that I am pondering the answer too now, and guarantee that anyone who purchases toshiba will he asking themselves later. It's a shame that I am just the little guy consumer that is now plum out of luck because a major corporation make a horrible quality product and cares nothing to resolve the many issues created by their incompetence .Desired Settlement: I just want my money back. Toshiba says they cannot do that. They won't even send me a replacement until the repair cost more that the replacement itself. This unit is obviously defunct and by the time I can truly focus on sending it in for repairs, my warranty will be over what then? I don't want to wait and find out.

Business

Response:

A TAIS representative was in contact with the customer on 03/14/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order for the customer so they can ship their unit into our Depot facility for diagnostics and repair of the unit in accordance to the warranty. Currently TAIS is waiting for the customer to finish the survey in the email, select the shipping and send the unit into our depot facility. For a refund of the purchase price of the product, the customer would need to contact the reseller where the unit was purchased to determine if the product is still within the return policy time frame. 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 spoken with many different representatives over the phone and the response is that each case is handled on a case by case basis. To me, that would suggest that someone could look at this case and see that the [redacted] in question is a faulty unit based on a problem occurring, a repair to fix said problem, and then a reoccurrence of the exact same problem to a T. I just find it ridiculous that I have received such poor service with such lack luster attitude from everyone at Toshiba considering a purchase of their flagship computer line. I wanted to love this computer, and instead have had nothing but grief over a poor decision to make a purchase with this company. Had I known of the serious lack of quality found in the product and those supporting it, I would have purchased any other computer than Toshiba's. All I need is one person from Toshiba to acknowledge that this problem should never have happened and then take the necessary efforts to resolve my problem. I don't need another cookie cutter customer service agent telling me to send the unit in for a repair, I just purchased it for crying out loud, it should not have to be sent in for anything at all. I need someone to step up and take the bulls by the horns and resolve this issue for a very dissatisfied customer. How has it gotten to this, that this major corporation is just going to ignore the needs and desires of their consumers and such a flagrant and uncaring manner.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 03/14/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order for the customer so they can ship their unit into our Depot facility for diagnostics and repair of the unit in accordance to the warranty. TAIS thanks the customer for finishing the survey and is currently waiting for the unit to arrive at our repair facility for diagnostics and repair. For a refund of the purchase price of the product, the customer would need to contact the reseller where the unit was purchased to determine if the product is still within the return policy time frame. 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.

It amazes me that you would only respond after you think that the issue has been resolved. I filled out the survey only to have incomplete. It is still going to be weeks before I will able to send in my computer for repairs. The total lack of customer service is a tremendous example I how toshiba regards the consumer public. I will be happy now if I could just get my computer replaced. Apparently this is not an option because no one care to go the extra mile to assist some one who purchased their product. Instead everyone prefers to hide behind red tape and not have to actually perform their duties, which is serving their customer. This entire process has devolved into the most inane scenario. Please toshiba, look at this case and fix this problem in a satisfactory fashion. Just because you don't have to resolve this issue in a way that would make this easier on me, doesn't mean you shouldn't. I deserve to be treated with respect and I find that no one is in agreement with this mentality at this business. Toshiba you need to get your act together. You may have gotten my money this time, but you will never get it again unless I see some serious changes in your self serving policies when dealing with your customers. Seeing now how you run your business only serves to illustrate why my brand new computer would break so quickly and effectively.

Regards,

Review: Purchased a laptop that does not do what I was told it would do. Basically I think they sold me a lemon.Desired Settlement: I would like a total refund of money spent

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our representative from technical and software support department. Our customer was informed that the problem of the computer was a 3rd party Software issue which is not cover by the Standard Limited Warranty (SLW) of the unit. Our customer was referred to Toshiba Repair Services for the support. In accordance to the SLW of the unit; (Software support, fixes or replacement. Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties). If our customer has questions or concern they may contact at 888-933-0322 or they can visit our website www.support.toshiba.com. At this time we consider this matter closed.

Review: I purchased a Toshiba laptop in June 2014. In August 2014 I received a pop-up warning from Windows that my hard drive was failing. I called Toshiba technical support and they tried to tell me to reset my computer to factory settings. I did not comply with their suggestion. They did this without telling me that resetting it to factory settings would delete the information on the hard drive. Based on their inaccurate diagnosis, and the computer's continued normal operation, I chose to ignore the warning.

The end of October the warning appeared again, this time more frequently. I went into the Windows Event Viewer to determine if this was a real warning or a virus. I found an explanation explaining that the hard drive really was failing. I then called Toshiba customer support and told them what I found and they suggested I send them the hard drive, and they would send me a replacement hard drive.

I went onto their website and ordered a replacement hard drive ( I wouldn't be charged if I returned the defective one in a timely manner). I did not find out that the replacement hard drive will not contain an operating system until I received the confirmation email. At this point I became upset because I already paid for a working hard drive with operating system(OS) installed, yet I was not getting a replacement of lesser value because it lacked an OS.

I called Toshiba customer service to request that they include an OS free of charge but they told me I would have to pay for replacement disks to install the new OS myself.

Toshiba has done several things wrong:

They did not properly diagnose my issue the first time I contacted them with the computer still under warranty.

They did not provide the relevant information on their website informing me that an OS will not be included in my purchase.

They are forcing me to purchase more of their products to make more money from me.

They are not replacing my hard drive with an item of equal value.Desired Settlement: I want a formal apology from the company. I want to be reimbursed for my shipping costs and the cost of the replacement OS disks. I want them to update their information on their website so the consumer knows what they are purchasing when they buy a REPLACEMENT hard drive.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 12/12/2014, 12/15/2014; 12/16/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

Review: I got a laptop for my birthday 3 year ago and it crashed I sent it back to Toshiba and they put a new harddrive in still crash I bought one same story

They did not refund me a new computer they just simply put a new hard drive in the computer when clearly something else was wrong. I spent my money to try and fix the issue and it did not work.Desired Settlement: I am seeking a replace me I just want a laptop that will run for school work.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following 03/31/2014, 04/01/2014, 04/02/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by either e-mail or phone at Revdex.com.[redacted] or [redacted] begin_of_the_[redacted]_highlighting end_of_the_[redacted]_highlighting. At this time we consider this matter closed until we hear back from the customer

Consumer

Response:

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.

I have tried to contact them back by telephone and no one had picked up I have gotten calls and I have returned these calls with to answer.

Regards,

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following 03/31/2014, 04/01/2014, 04/02/2014 and 04/25/2014 however, our customer has not returned any of correspondence requests and we didn't receive any call or voice mail. Our customer can contact us directly at [redacted]. At this time we consider this matter closed.

Review: Hello, I recently purchased an: Toshiba Canvio Connect 1TB External USB 3020 Portable Hard Drive Black SKU: [redacted] from [redacted] for$59.99 +Tax.

I used this drive to backup all of my important files from my Old PC since I purchased a new [redacted] System. Recently, with my new [redacted] system, I attempted to make a DRIVERS backups to my External HDD, thinking that it would create the necessary folders on the external drive, which it did not. Instead, it turned my 1TB drive into a 31.9 GB sized APPSDRIVERS (W) drive.

I have since lost all mappings to my 1TB drive and files included on the drive. Is there any reliable help or support for this?

I tried calling the Toshiba number, but they are all in the Philippines and told me to go to: KBB.TOSHIBA.COM to reformat my hard-drive. They told me that if I didn't like that answer to hang up and call back and speak with another agent, who would tell me the same thing and give me the same links. Thank you in advance for assistance. --[redacted]Desired Settlement: I require adequate support in regards to getting the HDD back on track, please.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone however; our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: I bought a Toshiba laptop from [redacted] with a $73.50 rebate. I never received it, and when I called, they said they would send it again. They did not.

I bought a Toshiba laptop from [redacted] with a $73.50 rebate on 1/20/14. I never received it, and when I called, they said they would send it again. They did not. I called again and they said that my information is not in the system. I found the receipt and called again with no better results, and was told the offer had expired in any case.Desired Settlement: I want the $73.50 rebate I was promised.

Business

Response:

A Toshiba Am[redacted]a Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer under the Name, Address, Phone Number, and Email Address. If our customer has any concern regarding the rebate they may refer to the store which is [redacted] where the unit was purchased. At this time we consider this matter closed.

Review: Bought a brand new Toshiba TV in July. In the end of August the TV stopped working,it was "repaired" approximately September 29. The TV worked for approximately 30 minutes and then went out again. I called Norman Electronics who informed me that I had to call Toshiba and inform them of the issue. I called Toshiba who said they would order another part from Japan and have the TV repaired again, and that if the part was on back order they would send out a new TV. It is now the end of November and after many promises of a new TV and promises of returned phone calls and emails I still do not have a functioning TV in my family room. Each time that I call it is a minimum of 45 minutes spent on the phone waiting to speak with a support personal. Also I spent one entire day at home on 10/7 because I was told that A repair person was going to come to the house and work on my TV. I took the day off work so that I could get this resolved for my family. No one showed up and No one called. I called Toshiba again and spent another 45 minutes waiting to speak with a representative. Today 11/18 I called twice waiting at least 30 minutes each time to speak with a representative only to be told that they were going to call me back today and and no one has called me and there is no resolution to this situation as of yet. This is now heading into the Thanksgiving Holiday and we have been without a family room TV since August.Desired Settlement: I would like to have a new 58 inch comparable television brought to my home and the non functioning TV sent back before Thanksgiving.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research this case has been forwarded to our order desk depart and TAIS found out that our customer has been contacted by one of our order desk representative to discuss about the replacement of the TV. At this time we consider this matter closed.

Review: I purchased a Toshiba Click 2 Pro in December of 2014, and in March of 2015, the screen was shattered from a very light drop of a cell phone, which was covered by a protective rubber case, onto the screen. This shattered the external screen as well as the internal screen in it's entirety. The computer was less than 100 days old on the day of the damage. After being transferred around to several different customer service representatives, who all said something very different, a request for a repair was finally made. After the product was sent in and diagnostics were done, Toshiba stated that it would be $978 to repair the product, which was originally purchased for $799.99. The repair was declined, and the product has been shipped back to me. The Toshiba product [redacted] was discontinued very shortly after the original purchase date in December, which means that Toshiba knew that it was a faulty product. This computer broke all too easily, and it was described to be a sturdier product.Desired Settlement: I would like a repair of the product at no additional charge. I have already paid shipping and diagnostic fees to Toshiba of $161. I believe that is more than enough, and the faulty product should be repaired.

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 has a cracked screen and will fall as physical damage, which is not covered by the standard limited warranty of the unit. At this time we consider this matter closed.

Review: On July 13th, 2013 I ordered a high end gaming laptop through Toshiba.com for a total of $2,123.81. The laptop shipped from Toshiba on July 23rd and was delivered on July 29th. I did not actually open the laptop until the 3rd of Aug when I returned from my one year deployment in Korea. I had the computer there as somewhat of a homecoming. I unboxed the laptop and tried it out, to immediately notice that there were issues with the computer. Within the first 15 minutes of having the laptop on, it continually "Blue Screened." The definition of a Blue Screen is a full screen error that often displays after a serious system crash. I tried to identify the problem but the blue screen would pop up forcing a restart of the system no matter what I happened to be doing at the time. Examples of what I was doing include using youtube/netflix, gaming, Itunes, etc. Soon the computer was Blue Screening every few minutes. Needless to say I contacted Toshiba support to request a fix and they told me that I was only allowed to have the computer sent for repairs which they at first demanded that I pay for. On Aug 13th, a box was ordered by Toshiba to send to me so that I could send the laptop in for repairs. After I received the laptop back the letter inside said that nothing was wrong with the system so they sent it back after changing out the processor. Since it came back it still has the same issues and has a BSOD error every few minutes. I called and requested a refund but was told that I could not be refunded because refunds are only issued when complaints are filed within 15 days after order which is ridiculous since I didn't receive the product till 17 days after it was ordered. I did however contact and request a refund from Toshiba within 15 days of receiving the computer. I have since tried to request a refund but have been busy with various military training and have just settled again and request help getting back my hard earned money.If needed I have a list of errors that the computer has producedDesired Settlement: As previously stated I am simply requesting a full refund of $2,123.81.

Business

Response:

Per UPS tracking # [redacted], this laptop (Order #[redacted]) was delivered to the customer on 7/29/2013. The first communication that Toshiba Direct had from the customer, post sales, was 3 months after receipt on 10/30/2013. The customer was, at that time, asking to return the unit for refund. The customer was advised that it was not possible since the system had arrived 3 months earlier and this would be a repair/warranty issue. The customer was referred to Toshiba Product Support and Customer Relations. We have had no communication from the customer since 10/30/2013.

The first contact the customer made to Support was on 8/12/13 and was working with the support group to repair the problem. However, since the customer has been working with Support since the laptop was received, Toshiba Direct will make an exception and extend a return authorization to the customer for this unit and a full refund

A voice mail has been left for the customer advising the customer Toshiba Direct will honor a return. It was explained the RMA emails will be forward over today. A Direct phone number was left as well in case the customer had any questions. RMA [redacted] and return label were emailed over to the customer. 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 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,

Review: I have called the various customer service number that I found online and have been hung up on 3 times, and lied to 3 time as well. Once I was told that they did not offer assistance with their "FlashAir" sd cards when the previous customer service representative was willing to help me if I would purchase the $150 service from them. The representative that offered that service claimed that the only way I would be able to use the malfunctioning software that I needed would be by making that purchase. Another lie that I was told was that they did not have an American based customer service person that I could talk to, when in fact the first 2 times that I was hung up on it was by American representatives.Desired Settlement: Honestly would really prefer to just be helped with my technical issue that I am having with the product that I purchased.

Or a replacement would be fine as well.

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 technical support representatives and

they performed some basic troubleshooting to diagnose what is problem of the

computer. Unfortunately after the troubleshooting they found out that there is

already a problem with the Flash Air SD card of our customer. They were advised

to file claim on our website at [redacted]

At this time we consider this matter closed.

Review: I purchased this Toshiba Satellite Laptop on November 13th, and gave it to my daughter as a Christmas present. She has now had it 6 days and the charger no longer works. I went to your website and it told me I need a replacement Ac adapter. Then it wanted me to put a $85 hold on my credit card before sending me another one. I called your support line and the gentleman called me confused about 3 times, when I can assure you I am very clear on your companies policy regarding this however I do not, under any circumstance agree with it. I offered to mail you this adapter and wait until you receive it before having you send another one but was told you do not do things that way and I have NO options but to have a hold for $85 put on my account for you to even address this adapter issue. This is unacceptable, this is clearly a product issue something defective with your product and I am being penalized for it. I have never owned a Toshiba laptop before but I can assure you I will NEVER purchase anything made by your company if this is how you treat your customers. I have never heard of anything so ridiculous, what if I did not own a credit card? Zero options for your customers, way to do business, especially when your at fault. In searching online this is clearly a common issue with your product. Your people should be able to accept responsibility and replace the item without insulting your customers.Desired Settlement: I would like an adapter sent out asap to replace this one, and a self addressed envelope so I may send you back the defective one.

Business

Response:

A TAIS representative was in contact with our customer on 01/02/2014. TAIS has informed the customer that in order to get a replacement a/c adapter, they must place an order on https://www.acclaim.toshiba.com; before an order can be processed the customer must provide a credit card of which a hold for the amount of the replacement part will be placed on the card until TAIS receives the defective component within the quoted time frame. If TAIS has not received the defective component back within the quoted time frame the hold on the customer credit card will be changed to a charge. In the warranty on page 7 it states, “Customer Replaceable Parts (CRU) Toshiba may in its sole discretion service Customer-replaceable parts by shipment of new or remanufactured replacement parts to Customer on an exchange basis. Customer is responsible for proper packing of the original part and for shipment to Toshiba. Customer must pay shipping charges, insurance, taxes and duties associated with shipment of the original part to Toshiba. Upon receipt by Customer of the replacement part, the original part shall be returned by Customer to Toshiba at Customer’s expense. Customer shall pay Toshiba the retail value of the replacement part if Toshiba does not receive the original part within ten (10) days after Customer’s receipt of the replacement part.” 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.

[there was no alternate option offered, if I do not have a credit card to allow them to charge for something clearly manufactured wrong that came TO ME not working, how can I get a replacement? I do not have a credit card to allow them to charge so therefore there is no resolution offered? That does not seem customer focused, it shows they do not stand behind their product and sell items and assume no responsibility for the quality of what they sell]

Regards,

Business

Response:

A TAIS representative has been in contact with the customer via voice mail on 01/09/2014. TAIS has apologized for any inconvenience and will be providing the customer with a replacement a/c adapter and power cord. These accessories will be delivered via UPS to the customer. 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 find that this resolution would be satisfactory to me. I have gotten the new charger, which actually did not resolve the problem as the tech support agent said it would but she did uphold her promise by sending a new charger so I consider this part of the issue resolved. I will contact tech support again or the rep and see what else could cause this issue with the charge only going to 61%.

Regards,

Review: I purchase 2 Toshiba laptops in 2012. I got the extended warranty thru [redacted] on one of them and the other my girlfriend got extended warranty thru best but. Both laptops died within 2 years. The mother board on both of these laptops simply died without any warning. I filed a complaint directly with Toshiba. Toshiba's customer service simply advised me there was nothing they could do, which is unexceptable. Toshiba has to be aware of the problem with this model and will not own up to it. SHAME ON TOSHIBA AND I WILL NEVER PURCHASE A PRODUCT THAT THEY ARE AFFILIATED WITH AND I WILL MAKE SURE I TELL EVERYONE FROM THE 800 PEOPLE THAT I WORK WITH, TO MY [redacted] & [redacted] FRIENDS AND ENCOURAGE THEM TO SPREAD THE WORD. THERE IS SIMPLY NO WAY THAT I AM THE ONLY ONE THAT WAS AFFECTED BY THESE DEFECTIVE PURCHASES.Desired Settlement: WE HAVE TO GO OUT AND PURCHASE NEW LAPTOPS, I WOULD LIKE TO BE COMPLETELY REFUNDED FOR BOTH LAPTOPS. IF THEY WERE ONLY GOING TO LAST 2 YEARS, WE SHOULD HAVE BEEN MADE AWARE UPFRONT AND WE WOULD HAVE PURCHASE ANOTHER BRAND..

Business

Response:

A TAIS representative was in contact with our customer on 01/17/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 12/22/2012. 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. At this time we consider this matter closed.

Review: Failure to repair brand new tablet after 3 times sent back to Toshiba Depot within 2 month period.

1/16/2015 received eXcite go AT7-C8 Tablet

called right after received tablet that could not connect to Wi-Fi

case [redacted] Sent to depot case [redacted] serial number [redacted] was replaced with a nonworking re-furbished [redacted](note) I sent in a new tablet never used.

Case [redacted] with customer relations promised this time it would be fixed right by the Toshiba depot. I received the tablet back and still no Wi-Fi.

Case [redacted] after 1.42 hour [redacted] a lead tec. said he would personally take care of the issue of no Wi-Fi. It was returned with no Wi-Fi yet again.

more case numbers

# [redacted] I spent way to much time and effort to get this tablet fixed. It has been almost 3 months. Still no workable tablet and yet they always send it back with no explanation.Desired Settlement: A new model that works. Not the eXcite, which clearly does not work since they had me send it back and forth 3 times with no resolution. Thanks for the time to look into this for me.

[redacted]

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will forward this case to our Order Desk department to process a better replacement for his unit. TAIS has advised our customer that within 1-2bussiness days he will receive a call from our Order Desk to discuss the process of the replacement. Our customer accepted and agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. AT this time we consider this matter closed.

Review: Laptop I bought a month ago new from stores had ongoing problems with the touchpad. Toshiba is charging $25 for shipping costs to repair laptop.

After purchasing an [redacted] Satellite laptop from [redacted] a month ago on 10/2013 I started having issues with the touchpad. After several weeks of troubleshooting I came to the conclusion that it is a hardware issue, I was able to conclude this due to my background working in IT. After contacting customer support on 11/20/2013 I was told to reinstall windows which I did, the issue continued on 11/21/2013. After spending 1.5 hours on the phone on 11/21/2013 I was refused to speak to a supervisor by technical support until I threatened to hang up and call again. I was connected with "[redacted]" and given the case number [redacted]. [redacted] stated that I would have the laptop repaired under warranty and sent to me. After receiving the email with return information I was informed that it would cost $25 for shipping costs. I called customer service escalation and "Chance" informed me that there was nothing he could do about the shipping costs and was rude about it, I explained to him that the laptop was not functioning the way it should be from the date of purchase and that it was unfair for them to charge me anything beyond what I paid to have the laptop returned to me in working condition. I informed him that I would contact the Revdex.com because of this and he told me "Good luck". I should not have to pay shipping fees to get a laptop that I bought a month ago that was not working when I initially bought it to be repaired and sent back to me, they sold me a faulty product and are charging me money for shipping to fix it. I am a college student and need a laptop for my studies.Desired Settlement: Refund check of $699 + $62 Tax + $100 for wasting 3 hours of my time valued at $33 per hour for a total of a $861.

Business

Response:

A TAIS representative was in contact with our customer on 11/21/2013. TAIS has assisted the customer by setting up a service work order for a repair in accordance to the warranty. TAIS has informed the customer that the shipping and handling is the responsibility of the customer, per the warranty which is located online at [redacted]. Currently, we're waiting for the customer to complete the survey and pay for the shipping and handling. 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.

They require the customer to pay the shipping fees to send the laptop to their warranty repair center which was $25. I told the representative that I was a college student that couldn't send the laptop off for weeks to have it repaired, and that I bought the laptop 2 weeks ago and it hadn't worked correctly since when I bought it and that It was ridiculous that I had to pay $25 to get my laptop in working condition. I asked if they could waive the shipping fee since I've had issues with the laptop since I bought it and the representative laughed at me and told me they wouldn't do that. I want a full refund or an exchange of my laptop. Not to pay money to get something I bought new repaired to a functional quality that should be expected.

Regards,

Business

Response:

A TAIS representative has been in contact with our customer. TAIS has informed the customer that shipping and handling is their responsibility in order to receive warranty repairs. TAIS has assisted the customer but setting up the order and we’re currently waiting for the customer to complete the order and ship the unit to our repair facility. For any Refund or Exchange options the customer will need to contact the reseller. 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.

That is the exact same message they sent last time. What does the reseller have to do with anything? I want a check from Toshiba for $800.

Regards,

Review: purchased Toshiba laptop . the ac adapter and power cord frayed right in the outlet .I sent the part back to the company along with a letter to advise them to show the people who made the parts ,in hopes that they would fix the problem ,so that it does not happen to anyone else who purchases these products and causing fire and or either death , well they sent me back they wrong parts and I have been trying to get this problem resolved over two months and they keep giving me the runaround and are not standing by there product nor giving customer service nor fixing this problem..Desired Settlement: to replace the defected parts and a letter letting me know that they have corrected the problem with these cords and adapters so that the public who purchases these products will be safe..

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our corporate representatives and was informed that the replacement for the AC adapter was processed. At this time we consider this matter closed.

Review: I have a Toshiba color television Model 27HL85, Serial number [redacted] I needed help with my television; I called ###-###-####, the Toshiba customer service line. On Friday, Dec. 26, 2014, at approximately 10:20 AM MST, I called that customer service number. I was held on line, waiting for approximately 1 hour. At about one hour later, I talked to a Toshiba technical service representative from Manila, Phillipeans. She diligently tried to help me; however, although she spoke English, she was not fully conversent in English as it applied to effectively assisting with questions regarding my model of Toshiba television. Some 15 minutes into the conversation, she gave up trying to help me. She said that I needed advanced consulting with a fee.I asked for additional help. She refused.Refer to case no. [redacted] for details of my request and complaint.She was Toshiba employee number [redacted].Desired Settlement: DesiredSettlementID: Other (requires explanation)

1. I want Toshiba to contact me at [redacted]2. I want to receive the guidance that I sought.3. I want an apology.4. If it is appropriate, from Toshiba's perspective, I would like to be reasonably compensated for time lost. That will be a Toshiba decision.

Business

Response:

A Toshiba America Information Systems (TAIS) representative reviewed our customer complaint. TAIS has apologized for the inconvenience our customer has experienced, TAIS has been contacted our customer via email and offered a support by performing troubleshooting steps to his T.V. TAIS has advised our customer seeing they exceeded the warranty period they are now responsible for any repairs when there is hardware assistance needed after the troubleshooting process. Currently TAIS are waiting for the response of our customer. 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.

Regards,

[redacted] A number of statements made in Toshiba's response are not true. For example, [redacted] of Toshiba did call me; HOWEVER, TOSHIBA DID NOT APPOLOGIZE.Second, Toshiba has missed the point. The point is, Toshiba kept on the the line for 1 HOUR, THAT IS 60 LONG MINUTES. THEN, WHEN A TOSHIBA TECH REP DID COME ONTO THE PHONE, SHE DID NOT KNOW HER PRODUCT.RIGHT THERE IS THE ISSUE. THIS DISPUTE IS NOT SOLVED.[redacted] Jan 13, 2015

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been contacted our customer via email. TAIS has apologized for the inconvenience that this issue has caused our customer. TAIS has advised our customer that we will continue to investigate and provide proper action putting in place to avoid this in the future. 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.

Regards,

Review: I Bought a Toshiba TV less than a year ago (still under the 1 year warranty) and the pixels inside the screen started to burn out leaving a black spot on the bottom left corner of the TV. I contacted Toshiba and they asked me to send picture of the problem, which I did. the next day they call be back and told me that they reviewed the photos and they had determined that this was a problem caused by my neglect or misuse and therefore not covered by the warranty.

this tv has no scratches or signs of being hit by accident or misused for them to determine that. if this is the case, then they can argue that everybody has accidentally hit the tv (with no physical proof) and they don't have to honor any more warranties from now on.

they told me that my only option was to refer me to the service centers, but I will have to pay for the repairs.Desired Settlement: I would like Toshiba to honor their responsibility and replace a product that shouldn't be failing less that a year after the date of purchase.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was informed that in accordance to the Standard Limited Warranty any physical and accidental damage is not covered under it. Therefore, our customer is responsible now for the repair cost of the unit that they have. At this time we consider this matter closed.

Review: I have purchase a Toshiba satellite lap top [redacted]. I couldn't download back upfiles for recovery cd...I ran in issue of my lap that need to be restore.I called Toshiba but they refuse to help me said I have to pay for the resource cd..I think that since I couldn't get the back up resource cd made because the lap top keep saying errors ask to keep adding a new cd to try... I think they should offer me free charge .as a one time courtesy. since I couldn't make a recovery cd.. plus they keep saying it hard drive bad I had my hard drive check it good.Desired Settlement: I would like to just get a resource recovery cd

Business

Response:

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. At this time we consider this matter closed.

Consumer

Response:

[redacted]

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 feel part of this info is not accurate... it said u have one year warranty they put 11/13 as ending.. I purchased it sometime in jan 2012 so that would make it 1/13 not 11/13 so that wrong info. I was not aware of a time frame if I was not able to do a backup resource cd... most computers come with resources cds... this is the first time I never seen one without a computer... most computer company like [redacted] will be gladly to send them free of charge I had them send me one my cd broke.. especially if the computer less then 3 yrs old... I could see if this is old computer that one thing.. you pay 600.00 for a lap top no cd's they should come with it 4 the price you pay. if I was aware that I had xxxxx amount of days to call about it.I would of called.. you need to have that more in details in your warranty for people to see it... serious I think out of a customer service ... that has bought you product you should try to help resolve some type of courtesy for them as a one time thing...