Toshiba America Information Systems Inc

Review: I purchased a laptop model [redacted] part number [redacted] from Toshiba in August 2015. Though I have maintained a virus protection on the unit, I no longer have any administration control over the unit. I cannot even open c drive. The unit enters the internet at the command of whoever is in control so I have it in airplane mode and removed all internet services. I was on the phone with their support to recover or restore my machine which they could not do though they had control of my unit. Next the wanted to go to the next level but could not tell me how much it would cost. My unit did not come with restore media so I requested it from Toshiba. They tell me it does not exist and to check back in a week to see if it exist! I am typing this on an old Toshiba which is why I bought the new Toshiba directly from them assuming they would be the best qualified to keep me going. My unit was late being delivered but I accepted it anyway. This new Toshiba is the first computer I have ever purchased which did not have a means to restore it to original condition. Had I known I would not have purchased it. Now I set here with a Laptop which is controlled by someone else and a company who sold it to me without have a means to restore.Desired Settlement: In the past I have been happy with Toshiba and liked the new machine. They apparently did not have all the bugs out or restore media would have come with the laptop. At a minimum it would be available for purchase. I would like my money back, or a laptop of equal or better value which is more secure, as they have know solutions on how to restore this laptop. That they also will cover all shipping cost. Who knows what information has be stolen by the thieves in control of MY laptop?

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 issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited Warranty stated;What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring 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-Toshibamanufacturers, suppliers or publishers may offer their own warranties.

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.In this warranty statement the declare that the software boot-up is available at their web-site. IT IS NOT AVAILABLE OF THE MACHINE TOSHIBA SOLD ME! That is the issue. I would have purchased it if it was available.

Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula]

Regards,

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 Software support representative last 10/12/2015

and our representative has offered to perform troubleshooting over the phone

and to have an access to the computer of our customer however they declined the

offer. Our customer mentioned he will bring the computer to his son. In this case our

representative from Software support department was not able to manage or access the

computer of our customer. If the

customer has any questions or concern they may contact at 888-933-0322. 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.

To set the record straight, the did have a software technician walk me through the process to recovery or restore my laptop to original. However, they could not get into my laptop even when in control. Having declared that the problem would not be under warranty, they wanted to go further. I wanted to know how much it was going to cost me, but they would not answer my question. Repeatedly I asked them to tell me the cost to go to the next step, still to know avail. Having noted that Toshiba does not have a solution to restore my laptop,

how many hours and at what cost would it take a single technician in

control of my laptop, to find a solution when and entire team of Toshiba's

technicians does not have a solution? My complaint boils down to this. I purchased this laptop from Toshiba, under the assumption, that as every reputable computer manufacture I have ever dealt with in the past including Toshiba, would provide a means to restore their product should it get a virus of some kind. I could restore it with a disc, wiping out everything on my computer and getting a fresh start. I have gone to Toshiba on several occasions to purchase a restore CD only to receive the message in the attachment. All I want to do is use the laptop purchased from them and start over. Why Toshiba would sell a laptop to anyone without a means to restore it is beyond comprehension. They cannot guarantee any computer they sell to be virus proof! Do they expect us to trash the one we purchased from them every time a virus infects their computer and buy another one? Though I am typing on a Toshiba at this moment (which came with a restore disc) I am greatly disappointed with them at this time. Toshiba needs to produce a restore disk or return my money.

Regards,

Review: My Toshiba laptop (purchased August 2013) had a charger port that failed. Toshiba said it was covered under the warranty, and said they were sending me a shipping box to return it to them in. They wanted to charge me $25 for shipping, but I talked them out of that. 5 days after sending the computer to them, I received a cryptic email saying that the mainboard was damaged and demanding $231.92 for non-warranty repairs. I called Toshiba to find out what the damage was and why it wasn't covered. They said that I needed to talk to Viscom (their repair people, I guess) and gave me a phone number that went to a non-funtional voicemail box. I called Toshiba back and was given another phone number for Viscom. I asked them to transfer me directly or stay on the line until I reached viscom, but they refused. The new phone number for Viscom was not in service. I called Toshiba back again, and this time it turned out that they could tell me what was wrong and why it wasn't covered -- the "mainboard" was damaged, and they were accusing me of damaging it. I told them that the computer worked (but wouldn't charge) before I sent it to them in their box using their chosen carrier, so if it doesn't work now, it's their fault, not mine. They suggested that I take it up with FedEx, which is ridiculous, and insisted that they wouldn't fix the computer unless I paid. Clearly, this is not actually a warranty and these people are not interested in helping me.Desired Settlement: I want them to fix the computer or replace it without charging me.

Business

Response:

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.

Review: On May 6 of this year I purchased a Toshiba Laptop and it came Microsoft Operating System Windows 8.1 as its operating system and a 1 year warranty.. I had purchased just Windows 8.1 a few months prior and had the same problems with it and I also reported it.In June it started operating slowly, as time when by is got slower taking longer and longer to due simple functions even entry of keystrokes. I time one episode of how long it took to come out of the screen saver mode. I took 3 minutes and 38 seconds. I called their warranty support group 3 times that they went it to my computer via online and supposedly fixed it. The first time they addressed it as software issues, the second time I told them that there were other issues also and that I had a list I wanted to email them, they would not let me send the list and stated that it had to be a hardware issue which should correct everything, A couple of weeks I had to call back again and the supposedly repaired the hardware again. The 4th time that I had to call they told me even though it was still under warranty they would have to charge me to repair it.Desired Settlement: I would prefer that it be repaired or replaced and the warranty honored for a full year.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that his case will be endorsed to one of our Supervisors from the Technical Support department for their problem with the laptop which according to the customer it’s running slow. Currently we are waiting for the result of the diagnosis and troubleshooting from the Supervisor from the Technical Support department. At this time we consider this matter closed.

Review: We purchased a Toshiba laptop for home use. not even 2 months after purchase, the screen and cover started coming apart at the hinge. There was no misuse and no physical damage. It appears to be a faulty hinge that is forcing the screen apart. Customer service requested pictures, which we gladly submitted. We never heard anything again. I called a week later and was told that it would not be covered under warranty. The company assumes that all issues must be because of misuse, instead of faulty parts. There is zero damage to the laptop, other than the faulty hinge. The laptop is practically brand new, but customer service said that "two months old is too old for it to be a product issue". Apparently Toshiba feels like you should buy a new $850 laptop every two months.Desired Settlement: I would like Toshiba to honor their products and fix what is obviously faulty material/workmanship.

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 offered to send the unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to our customer that they can use to send the unit going to our Engineer’s repair facility. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at [redacted]. At this time we consider this matter closed.

Review: I bought a Toshiba laptop late may 2014 serial # [redacted], the laptop has 1 year warranty on it from Toshiba, 8 month later I start having touch pad mouse freezing and then disappearing, I tried to correcting the problem by downloading the driver from the internet listing on there website but apparently it doesn't work, I contacted tech support and they were really helpful, in fact one time they connect my laptop to there remotely but they couldn't fix the problem then they asked me to ship the laptop on my own expenses for fixing it, When I received it it worked a week or so then the problem came again, I sent it to them upon there request 3 times more on there own expenses but the problem comes again every time they fix it, according to them they replace the mouse the first time and all so the last times they replaced the hard drive and the mouse and the problem keeps coming again, on the 8th of June 2015 I contacted them requesting to replace the laptop but they refused and they said it is out of warranty. The problem started 4 month ago before the 1 year warranty expired and four times they did not able to fix it.l am looking for permanent solution for the problem The laptop do not have recovery CD with it and the system will not recover the touch pad mouse.thank you very muchtouch pad mouse.thank you very muchDesired Settlement: Since they are not able to fix this laptop I would like Toshiba to replace the lap or refund my money plus $30.00 I had to pay for shipping

Consumer

Response:

The are four pictures showing the date when Toshiba sand the laptop to me back to me but we need to tack in consideration that the problem started back in December of 2014

Business

Response:

A Toshiba America information System

(TAIS) representative has been in contact with our customer. TAIS has

apologized for the inconvenience our customer has experienced. TAIS has advised

our customer that this case will be forwarded to our order desk department to

have his computer replaced. TAIS has advised our customer that one of the

representatives from order desk will call him within 1-2 business days to

discuss about the process of the replacement. If the customer has any questions

or concern they may contact us at ###-###-####. At this time we consider this

matter closed.

Review: I purchased a new laptop computer with a defective battery. Toshiba refuses to reasonably supply a replacement while it's under warranty.

I purchased a brand new Toshiba C55t-A laptop computer from Best Buy in October, 2013. The battery never fully charged but I decided it wasn't an issue since I rarely used the battery and could deal with a partial charge. Shortly after, it would not charge at all. I tried several settings as well as calling tech support. I decided that since it was still under warranty, I would request a new battery. I called Toshiba once and the representative told me that I would have to pay a $60 holding fee while and they would send me a battery and refund the fee later. I told them that I was not going to give them any money as I have already paid over $400 for the computer and should not have to risk more. They stated that I would need to call later when the customer service was open to ask for permission to not pay the fee. I then called around mid-May and contacted customer support. I told them the story and they said the same thing, that I would have to pay a $60 holding fee. I again told them that I refused to send any more money and that they should not hassle me over their defective part. Furthermore, I offered to ship the battery to them at my own cost as a show of god faith. If they were to test and confirm the battery was faulty, they could send me a new one and I wouldn't even ask for my shipping charges. They declined. I feel that I have been more than reasonable by offering to ship them the defective battery at my cost. This puts absolutely zero financial risk to them and would cost me a small amount of money. Since Toshiba has declined my reasonable and risk-free offer, I ask that they send me a prepaid shipping package to send them the battery, have them test and confirm the battery is defective or not, then send me a new battery or send my old battery if it's not the problem. If the battery is not the issue, I will ask that I send my entire computer in to Toshiba to diagnose and repair. The battery and computer are still under warranty until October, 2014. I am asking for no financial compensation, just that Toshiba remedy their problem and address their poor customer service. I have yet to rate them on BestBuy.com and other sites and the outcome of this issue will be a major factor in the review that I write based on my experience.Desired Settlement: I am requesting Toshiba pay all shipping fees associated with sending my defective battery to them. I also ask that they send me a new battery or if my old battery is found not to be faulty, return my old battery to me and I will open a new claim with Toshiba to have the entire computer sent in to be repaired under warranty. I also refuse to pay any fees or deposits associated with this claim.

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.

Toshiba has asked for details regarding my complaint. I have called and spoken to a representative twice as well as tried several times in between with no agent picking up the line. The serial number is [redacted] for my Toshiba laptop. The model number is C55t-A. I purchased it from Best Buy back in October of 2013 for 399.99 plus sales tax. I had returned the first laptop within the 15 day period that is allowed by Best Buy because the "K" was sticking and they swapped it out for the exact same model that I currently have. I have no other details. If Toshiba is interested in resolving this matter, they can reach me at [redacted] or at [redacted]@gmail.com. I have given Toshiba a risk-free option up front that would allow them to receive my defective battery at my cost, and send me a new one. They would risk zero financial loss other than the cost of a new battery which is already under warranty and only after confirming that my old battery is indeed, defective.

Again, they have my contact information in this letter. If they are truly interested in resolving this matter in an ethical manner, they will contact me.

Regards,

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has advised our customer that this case will be endorse to our order desk department to process a replacement battery for his unit. Our customer agreed with that. 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 bought a Toshiba Satellite laptop on Jan 29,2015. I called their customer service after taking it into Staples, the technician said the hard drive was bad. Talked directly to toshiba technician who said all I needed was a recovery flashdrive, purchased flash drive for $39.99 on April 9, 2015. Received flashdrive inserted flashdrive. Now, window is asking for a password that apparently nobody knows. I called back talked to a [redacted], explained everything. Two days later he calls me back now they're saying it's the motherboard but, they'll give me a really good deal when I send it to be repaired? I documented everything!Desired Settlement: I expect them either to fix it for free or give me a new computer!

Business

Response:

A Toshiba America Information Systems (TAIS)

representative has reviewed our customer complaint. After doing research our

customer was able to speak with one of our case managers and was informed that

the issue of the laptop is beyond the Standard Limited Warranty coverage. The

customer will need to shoulder the cost of the repair by taking the unit to an

Authorized Service Provider (ASP) or calling Toshiba Repair Services (TRS) ###-###-####.

At this time we consider this matter closed.

Review: I bought a Toshiba laptop on 02/22/2013, serial number [redacted]. It has 1 year parts/labor warranty. After 9 months battery stopped working completely, so I called up Toshiba Repair and asked them to send a new battery. The order number was ZK259400-TAIS-CSS and RMA# [redacted]. They sent a new battery on 11/20/2013 which I received on 11/25/2013. Toshiba asked me to send the old battery in 30 days failing which they will charge me $101.60 for the new battery, and I have to call them to refund $101.60 after 30 days. I sent them the old battery on 12/19/2013 which they received on 12/27/2013. So the battery was sent before 30 days was due, but they said that they received it after 30 days, so they charged me $101.60 on my credit card.When I called them to refund $101.60, they shuffled me to different customer service representatives for 2 hours and finally refused to refund me $101.60, though they promised me when I started the RMA process that they will refund me the battery price if I called them after 30 days.Desired Settlement: I would like to get the refund of $101.60 since I returned the old battery to Toshiba.

Business

Response:

A TAIS representative was in contact with the customer on 02/04/2014. TAIS has apologized for any inconvenience and has informed the customer the defective battery was returned after the thirty day period, (original order date (11/20/2013) resulting in the pending charge, $101.60, not being released. The defective battery was received via UPS tracking number [redacted] at Flextronics on 12/27/2013 9:30 A.M. which was 7 days past the allotted time frame for the return. 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 am not happy with the response is

1) I received the battery on 11/25/2013 and sent it on 12/19/2013, which was within the 30 days time frame. It's not my fault that Toshiba provided me with the cheapest return label that took 8 days for the battery to reach them. If they would have provided with next day return label, they would have got the battery on 12/20/2013 itself.

Review: In March of 2013 I bought 2 Toshiba Blu-Ray disc players BDX2250 at a Best Buy near my house. The one in our bedroom which had only been used a handful of times just stopped working. It reads "ni disc". I called a few days ago and got transferred around and each time told something different but their customer service was not friendly at all. I was told to talk to claims department and within 30 seconds into my explanation they said my device was out of warranty and there was nothing else to do, and hung up.

I kept thinking about that conversation and it bothered me because I've bought 2 laptops from this company. Phones and even took my siblings to buy their laptops as well. I didn't deserve to be dismissed the way I was that day!

Today I look up the corporate office info and I dial the number as I'm telling the operator without saying a word, I was being transferred. I called back and told her that she didn't let me finish telling her what I wanted to say and she responded by saying that she is only one person handling a switchboard . I told her I could understand that since in the past I had done that type of work but I was looking to talk to a manager or someone who could help me with my problem. She said that the department that handled the DVD Blu-Ray players was eliminated and there was no one I could talk to? Most companies when they downsize, they always keep an expert for calls like mine. I asked to speak to her manager and she said I couldn't because speaking to someone in the corporate office regarding my problem was not something they dealt with so she wouldn't give me a name. I asked he for her name and she said she was comfortable giving me that information! I was shocked, puzzled and upset. I told her I could understand her not wanting to give out her last name but I just wanted her first name so I could include it in this report. She said she was the main operator for Toshiba Operations America information systems and me mentioned TAIS?Desired Settlement: I would like a refund since I would be worried about getting an exchange and if the same thing happens with the new one, I would not like to be treated the same way. Up until now I thought of Toshiba as a great and dependable brand. I'm sorry to say I don't think that way anymore. As for my family and I, will not be purchasing their brand anymore.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s unit is already out of warranty because according to her she bought the unit last March of 2013 so the repair is now on responsibility of the customer. At this time we consider this matter closed.

Review: My laptop is caught in an update/undo updates/restart loop. I researched this on my phone and it is a known issue with Windows 8 and pc's. So I called Toshiba on Monday morning (4/20) hoping I could resolve the problem quickly before I went to work. I ended up not having enough time, so she offered to call me back in an hour but I told her that I would be at work and that I generally work 8:30am to 5:30pm EST. So she suggested that I pick a time later that day to start the process., I requested to be called at 6:30pm EST because I was sure I would be home. I made sure to emphasize 6:30pm EST because I wasn't sure where the rep I was dealing with was located. She confirmed that someone would call and guess what? 6:30pm EST on Monday (4/20) came and went with no call.

The next day, Tuesday (4/21) I received TWELVE calls and TWO messages from Toshiba during the exact time I previously stated that I would be unavailable! One of the messages was just background noise where no one said anything!

I then call back on Wednesday (4/22, Today) morning requesting to speak to a supervisor or manager. The person I spoke with, who apparently only goes by "[redacted]" basically refused to allow me to speak to a manager by continuing to tell me he could fix the problem or that I didn't need a supervisor or asking why I needed to speak to a supervisor. When I pressed him to speak to a supervisor, he tells me that one would not arrive for another 15 minutes. It took "[redacted]" over 20 minutes to tell me that there was no manager around (if that was even true). He did however confirm, again, that someone would be contacting me at 6:30pm EST and again, no one called.

So I called Toshiba back, gave the case number that "[redacted]" gave me and had to wait another 15 minutes to finally speak to a supervisor. "[redacted]", the supervisor told me that I would have to pay $40 to fix the laptop, even after experiencing this terrible customer experience. I told him that I shouldn't have to pay for known issues with their products, especially after all of the trouble I went through to speak to someone that could make a decision.Desired Settlement: I have a lot of my writing material on this laptop, so I do not want to lose. So I want Toshiba to honor their commitment to call me when they say they will and for them to waive the tech support fee to fix my laptop for automatic update issues that are out of my control.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired since 11/27/13. As per the Standard Limited Warranty our customer has a 1 year limited 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: A brand new Toshiba laptop purchased at Best Buy and covered by a 1 year manufacturers warranty overheated internally melting internal components.

A brand new Toshiba laptop purchased at Best Buy and covered by a 1 year manufacturers warranty overheated internally melting internal components. The laptop was not in use and was on a wooden table at the time of the incident. Customer service was contacted the same day and the item was mailed to a 3rd party repair center per the instructions of the Toshiba customer service representative. The item was then mailed back with an third party inspection notice saying that "it appears that a heat source was applied in several areas." "Clear signs of customer abuse" They then mailed back the defective laptop without repairing or replacing. The burn/overheating melt patterns on the laptop do not correspond with any household product of any type - stove, oil heater, oven, curling iron, etc. Instead the burn patterns, which clearly began internally follow patterns on the motherboard and other internal machinery.Desired Settlement: I would of course like for Toshiba to honor the terms of their warranty and repair or replace the defective unit. If this unit overheated on a wooden table, melting, others may as well which is dangerous for customers. What is the table and house had caught fire? There are youtube videos of peoples laptops melting and spontaneously catching fire, so this is well documented.

Business

Response:

A TAIS representative was in contact with the customer on 01/22/2014. TAIS has apologized for any inconvenience and has informed the customer the damage was not caused by overheating of the unit. The diagnostics have shown there are several burn marks all over inside of the system and the LCD is cracked; however, no components were burned. The technicians have concluded this was not caused by the NB it was clearly a case of damage caused by the end user. This is an out of scope issue (out of scope meaning the damage to the unit is not covered by the manufacturer’s warranty). The cost of the repair is now the customer’s responsibility. At this time we consider this matter closed.

Review: On 8/16/2011, I purchased an internal hard drive with a 3 year warranty from Toshiba Direct to replace the original that had crashed. On 12/30/2013, I called Toshiba [redacted] to file a warranty claim as I could not start the claim process on their web site. I was shuffled from one department to another, (Corporate Office, Toshiba Storage, and Toshiba Direct) each claiming the warranty was to be processed by Toshiba [redacted]. Toshiba [redacted] has denied my ability to file a claim stating it was not their department! Three departments and their warranty information on their web site states Toshiba [redacted] is the correct department to file a claim. Nothing has been done. Last reference # given by CSR [redacted] on 1/3/2014 [redacted]. I have spent over 20+ hours trying to get this issue resolved.Desired Settlement: I would like the warranty honored and get my replacement hard drive. This is a financial hardship since I can not work without my computer!

Business

Response:

Hi [redacted],

Review: I have bought several external hard disk drives and 4 have failed due to spindle breaks. I have lost over 4 TB of very important data and these drives broke between 15, 30 and 50 days after purchase. The company refuses to refund my money unless I give them a credit card and also refuse to pay for or do data recovery. I have to get a coupon for returns to be used only on Toshiba's own website to buy their products. I want my money refunded for the current 2 drives, a 2TB and a 3TB, so I can replace them with another manufacturers' HDD. Too many Toshiba drive failures in a very short time and very poor customer service does not make me want to buy any more of their products.Desired Settlement: A full refund for both drives, approximately $200, and for Toshiba to cover the cost of the data recovery for both drives which will cost up to $3,500.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS cannot find any information in our system using the customer information (name, address, email address & phone number), at this time we consider this matter closed

Review: My toshiba satellite was purchased in February of 2014. My solid-state hard drive crashed in January 2015. After using the online system, I was able to order a new hard drive, which was still under warranty. My new hard drive arrived promptly, but it was the wrong make/model for my laptop. I was unable to contact a single human in the entirety of the company, and the online system did not allow me to explain the problem. I sent the drive back nearly a month ago with written explanations both INSIDE the package and on the RETURN SHIPPING LABEL and asked for them to send me a solid-state drive. The new drive has yet to arrive, and I have been shuffled around to three separate customer service departments, none of whom understand my problem or have a solution. At this point, my warranty will have expired and I will have to pay out of pocket for a new drive if I am even able to order one. I would like the Solid State drive I requested while my laptop was still under warranty. I am a graduate student and work full time, and I do not have any more time or energy to devote to this frustrating and unnecessary project.Desired Settlement: A new solid state drive, which was under warranty when the order was placed

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has advised our customer that we can send her computer to our Toshiba Engineers Repair Facility for them to check and diagnose the unit. Our customer agreed to that. If the customer has any questions or concern they may contact as at ###-###-####. At this time we consider this matter closed.

Review: The following is a letter I sent to Toshiba over three months ago without reply. I subsequently had been given an email address one month ago, ([redacted]) again without reply. Here is the letter I mailed and also sent to the email address:



September 1, 2014

Toshiba America Information Systems, Inc.

Digital Products Division [redacted] CA 92618-1697

Case # [redacted] Dear Toshiba Corporate Office,

I am writing you following an extremely frustrating and disheartening experience with the Toshiba Customer Support Center on August 31, 2014.

I had previously purchased a Toshiba Canvio® Slim II Portable External Hard Drive. I had enjoyed the product, but was continuously prompted to provide a password for additional security. I therefore entered a password and soon discovered that I could only access the external hard drive from that one computer. This was somewhat odd to me, as the external hard drive was a backup system for the computer. Should the computer malfunction or be stolen, I now realized that there was no way to retrieve the information (although this was never explained prior to entering the password).

I called the Customer Support Center to discuss this on August 31, 2014. I spoke with [redacted] at ###-###-#### and was told that the “easy” solution was to remove the password. Following this recommendation, I promptly did so and was shocked to then realized that now I could not access the Toshiba external hard drive at all! I immediately called back the Customer Support Center and spoke with Inigio Cabreros who was unable to assist. Following a protracted delay, I ultimately was able to speak with his supervisor, a Level II technician who identified himself as [redacted]. Not only was [redacted] unhelpful, he was sarcastic and outright abusive. He questioned why I needed to speak with him and told me the only solution was to go out and find a technician to discuss the matter with, as Toshiba was unable to help. He questioned the veracity of my earlier discussions with [redacted] and refused to address my concerns with his staff. [redacted] also refused to provide me with the contact information for the corporate offices, at which point I needed to interrogate the Internet to find the address that I am now addressing this complaint to.

Clearly, my concerns span multiple levels. First, I cannot understand why [redacted] would advise me to delete the password without warning me about my inability to access any of the 100 GB of data that was president on the external hard drive. This alone was quite a shock. I was also quite shocked and perplexed that your Level II technician [redacted] would provide no support and not only refuse to address my concerns with his staff and also refused to provide me with the contact information for your corporate offices.

I am greatly disappointed in your Customer Support Center. If this is the type of personnel that you feel should be interacting with the public, I would urge you to take a lengthy and serious review of the staff’s capabilities.

I thank you for your time and for listening to my concerns. My hope is that future customers don’t have to suffer the devastation of being unable to access 100GB of data that they mistakenly mistrusted to a Toshiba External Hard Drive.

Sincerely,

[redacted] M.D. Ph.D. [redacted] CT 06359Desired Settlement: (1) Recognition of the serious issue in the customer service department and (2) a refund for the product

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has advised that they can file a claim for that if they experiencing problem or if the unit is not working they can visit [redacted] At this time we consider this matter closed.

Review: The left hinge on my Toshiba Satellite P845-S4200 laptop broke and split the bottom of the screen. I cannot close the laptop anymore or risk damaging it more. Toshiba lists this as "normal" wear and tear and thus is not under warranty. They want over $200 to fix it. I have not dropped my computer and there is no other damage to it. A quick look online, and I discovered that it is a product flaw. In 2010, they even had a class action settlement for the hinges on the Satellite laptops. I feel that Toshiba is dishonest in that they continue to manufacture these flimsy parts and expect the customer to pay over $200 for repair.Desired Settlement: I would like Toshiba to fix the hinge or replace my computer.

Business

Response:

A TAIS representative was in contact with our customer on 12/05/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 07/11/2013. 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: I bought a brand-new Toshiba laptop (Model: Satellite [redacted]) from [redacted] about two months ago. However, the new laptop came with a defect that one of the three USB ports does not work at all. Then I called Toshiba customer service and reported this product defect immediately. Because of the product defect even before I used it, I requested a free exchange of a new laptop of the same model. However, Toshiba would not provide exchange but can only provide repair. Even for repair, Toshiba asked me to pay for the shipping cost of the laptop and also told me that they do not take any responsibility for any damages caused during the shipping process.Desired Settlement: I was so frustrated with the extremely poor customer service as well as bad quality by Toshiba. I request Toshiba to give me a free exchange of a new laptop of the same model to replace this defective one.

The serial # of my laptop is [redacted].

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer spoke to one of our technical support representatives and performed troubleshooting to his computer over the phone and they found out that the unit needs to send to our depot repair facility and the representative processed a depot repair order with the order number TC-[redacted] and in accordance to the standard limited warranty;

How to Obtain Repair or Replacement Service For A Product Purchased In The United States?

Depending on your specific product model, Toshiba may offer any one or more of the following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot

Service, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable

(CRU) Parts Service, or (4) Whole Unit Exchange Service. To determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.com. A limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase.

You will pay any packaging, shipping charges, insurance, taxes and duties associated with the

transportation of the Product or original CRU to the service center or provider. You are responsible

for appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does not

receive the original Product/CRU from you within ten (10) days after your receipt of the replacement

Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.

At this time we consider this matter closed.

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.

Toshiba didn't provide any resolution for the defective Toshiba laptop I bought. Instead, Toshiba hust stated the general policy of warranty and then requested closing this complaint.

Review: On May 12, 2013, I purchased a Toshiba Laptop for $1,319.16. The laptop was the Toshiba Qosmio X875-Q7390 Gaming Laptop, 3rd Gen, Intel Corei7-3630QM 2.4GHz, 16GB, 2TB HDD, Blu-ray Burner, Backlit Keyboard, 3GB NVDIA GTX 670M, 17.3" Full HD, Windows 8 (PSPLUZ-003002. Since the initial purchase the computer worked fine until October of 2014. The warranty had expired in May of 2014. While using the computer, the screen just went blank. I went on the Toshiba website and followed procedures to have Toshiba repair the computer. The process as outlined on their webpage is a six (6) step process that normally takes about 7 days from receipt of the computer. The first four (4) of the six (6) step process went smoothly. I set up the repair, the box arrived, I shipped the unit to the repair center, and I received a confirmation email on October 27, 2014 that they received the computer and I would get a call shortly. Within a few days, I did received a call and the technician stated that the Systems Board was bad and it would cost $536.00 to repair. I gave them permission to do the repairs. After not hearing from them I contacted the repair center and they now told me that they replaced the Systems Board but the computer was still experiencing the same problems. The now told me they were checking the Central Processing Unit (CPU). Not hearing from them again, I called a few days later and they now told me it was the Video Board and they would have to order one. That was on or about November 8, 2014. On January 5, 2015 I received an email from the repair center that they could not find the part and were sending me back the computer and I should try on eBay. I began the process of calling the corporate escalation office to see if we could settle tis matter since Toshiba cannot repair Toshiba computers, It is now almost 90 days since this process began and after many phone calls, there is nothing they can do. The repair center still has my computer.Desired Settlement: Since Toshiba cannot repair the products they sell, I am asking that Toshiba replace my computer with a comparable computer to the one that I purchased.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer set up a repair of his computer to Toshiba Repair Services (TRS) and settled the payment for the repair. Our customer was able to speak to one of the representatives from Corporate Office and was informed that Toshiba Repair Services (TRS) is a third-party company that we don’t have a visibility of the repair from them. Our customer may still contact Toshiba Repair Services at ###-###-####. At this time we consider this matter closed.

Review: We purchased a Toshiba laptop before Christmas of 2015. In February 2016 there was and error when turning on the laptop. Due to the error we were unable to use the laptop. I called Toshiba tech support on February 15, 2016 to ask for help and for the repair (if any was needed) to be covered under the warranty. The would not cover the repair and refused to help with the issue. Instead the technician at Toshiba kept telling me that the error was our fault and they will not honor the warranty. They wouldn't even meet us half way for repairs.Desired Settlement: I would simply like Toshiba to honor the warranty and have the hard drive of the laptop replaced.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS found out that our customer had some issue with their HDD password. Toshiba has no control on setting up any passwords on our customer's computer. In accordance with our Standard Limited warranty, the particular issue that they are having, is something that is not covered and even any software support or fixes. Therefore, they can set up a repair with Toshiba Repair Services as a fee based service and they can call them at 1-800-438-3910. 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.

As I explained several times to the people that I was bounced around to, we did not set up any password on the laptop. It was working one night then when turned on in the morning it was asking for the HDD/SDD password. We have been told by the technicians at [redacted] that the Toshiba can reset the Bios to the manufacturer settings or that the hard drive can be replaced. That is all we have been asking of Toshiba; to reset the Bios or replace the hard drive under warranty as [redacted] has said that Toshiba can do.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based from the response, [redacted]'s [redacted] are the ones who informed our customer that Toshiba can fix the issue of the unit however, they're from a Third Part Company and they're not authorize to inform our customer on which can be covered or not. Our customer was able to speak with one of our Case Managers, they were already informed that HDD passwords are being set up by the end-user and any Toshiba Notebook won't setup an HDD password automatically and there is a specific software program that is being used to set that up.

In accordance with our Standard Limited Warranty:

What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring 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-Toshibamanufacturers, suppliers or publishers may offer their own warranties.

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 understand Toshiba's position and as I have explained to several people at Toshiba, no one in this house activated a password for the HDD. The laptop was working just fine when it was turned off one night, then when it was turned on the next morning the error occurred. According to the [redacted], there was a virus and it did something to the hard drive. All I am asking is for someone to take responsibility and honor the warranty and protection plan that we paid for and replace the hard drive.

Regards,

Review: My laptop was purchased from [redacted] on 11/29/13 with Windows 8 already installed. On 12/5/14, only a few days over the one year warranty was up, the ability to connect wirelessly to any network stopped. I called the cable company and after an hour of troubleshooting the network, they discovered that the problem was the actual computer. I then brought the laptop to [redacted] for a laptop tech to take a look. They ran the diagnostic check ($70) which showed the problem required a system restore ($130). During the system restore, the computer completely crashed due to a faulty hard drive. I was required to purchase a new hard drive ($65). In addition, I called Toshiba to request a system restore hard drive and was charged $40 plus shipping. All of these services such as diagnostic check, new hard drive, and system restore should have been covered under the warranty. It was less than one week after a year and an exception should have been made and a new laptop should have been provided.Desired Settlement: I would like a replacement new laptop or repair with a refund of what I have already paid to [redacted] and Toshiba for the diagnostic check, hard drive, system restore, and Windows 8.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired on 11/30/14. And as per the Standard Limited Warranty our customer has a 1 year limited 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.