Toshiba America Information Systems Inc

Review: Ordered a computer in early November. It arrived and upon started had the following error "F2- no bootable source". Toshiba Tech support was of no use. Advised a return label would be processed. Upon receipt of the computer, Toshiba failed to respond. Called Customer escalations in Ca. They returned my call and asked me to send them all the documentation. I did that and now no one responds. They originally called from a number you can't call back and when you call the main office you just go into voice mail. Adding insult to injury, I can now get the computer with 2 more gigs memory and an additional 250G hard drive at a lower price and believe that is why they are failing to respond and advise me about the status of my return as they don't want me to cancel the exchange.Desired Settlement: The replacement computer should be at the prices now available to consumers. I purchased the product early to have it for Christmas and now have no benefit from early delivery. I only have a disappointed family member, a great deal of aggravation and lack of use of my $1000 I paid weeks ago during the holiday season.

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 the representative of Toshiba Direct on 12/16/2014 by phone, obtained the full credit card number and process the refund under [redacted]. At this time we consider this matter closed.

Review: we bought a Toshiba tv on 8-08-14. we have had a problem with voice over describing what is happening on the show. we have asked that this be fixed and have gotten nowhere with the problem. they sent a repair person out and he said that he could not fix the problem. they refuse to either give our money back($194.84) or replace this set with one that works at no cost to us. I have been as patient as I can be with the nice people on the phone but after three months it gets hard to be nice. please help. thanks [redacted]Desired Settlement: replacement at no cost to us or money back

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been in contact with our Toshiba TV support and will be updated about the resolution for the issue of his TV. At this time we consider this matter closed.

Review: I bought a Toshiba Chromebook on 11/23/14. The warranty covers 'defects in materials and workmanship under normal use' for 1 year. On 7/6/15 the screen started to fail. I contacted Customer Support at ###-###-####, was given case [redacted] and asked to email pictures of the screen. I was told to expect a call within 48 hours. I never received a call. I sent a follow-up email, but did not receive a response. On 7/9/15 I placed another call and was told to 'kindly wait'. On 7/10/15 the screen was worse, so I called again. I spoke with [redacted], who advised that the original case was closed because it was not assigned to a Case Manager within 48 hours. He opened case [redacted] and told me that if a Case Manager was not assigned by that Monday, he would call me. I did not receive a call. On 7/15/15 I called a 4th time. I spoke with [redacted] who told me he sent a note to the Resolution Team. I asked if I should resend pictures because the originals were sent under to first case #. I did so and sent two additional pictures showing the further screen deterioration. On 7/17/15 I received a call and was advised that the screen is not covered under warranty because it must be a case of misuse, abuse, or an Act of God. I advised it had been none of those things. We had not dropped, damaged, or misused the laptop; nor had there been a power surge or other Act of God. I was transferred to manager [redacted], who repeated the same lines. After several requests, [redacted] provided the address only for the corporate office. I looked up the phone # and spoke with [redacted] at Corporate Escalations. [redacted] sent me an email stating in part 'the problem on the laptop is not covered because it was considered physical damage...the damage is internally so that is why it is not showing any signs of damage on the external part...and let me also inform you that we dont have information for the arbitration procedure and we also dont have any contact phone number to our legal department. [redacted].'Desired Settlement: I would like either repair or replacement of my Chromebook at no charge. [redacted] advised that even if I wasn't aware I damaged the unit, I must have inadvertently put it down too hard, closed the lid too hard, or put too much pressure on the top with my thumb when carrying it. Carrying a laptop from one place to another should be considered normal use. I asked [redacted] to please state for me where in the warranty screen damage is excluded. He said it's policy, not stated in the warranty.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted by one of our corporate representatives and was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services at ###-###-####. At this time we consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'. I did not cause damage to the unit. The standard warranty reads; "What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident, misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft acts of God, power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service providers, use outside of the environmental or operating parameters, or use with incompatible third party products.'

Review: Hello,

My husband purchased a brand new toshiba computer for me during the winter months. Since I purchased the computer from day one I have had issues with it. My computer connects to the internet, and then disconnects within five minutes. I continue to lose signal and I am not able to stay online. In addition, the sound quality is very poor. You can barely hear anything at maximum volume. I have contacted toshiba customer support several times. I contacted them WHILE IT WAS UNDER WARRANTY and they kept stringing me along on the phone, telling me that it was my internet provider. We have a kindle fire, and a samsung galaxy that do not lose internet connection. [redacted] my internet provider has also been to my home, they said that it is not a problem with the internet connection. However they even went out of their way to replace my modem with a DUAL modem so I now have not one but two internet connections available to me. Toshiba has directly connected to my computer to see if they could solve the issue. Toshiba had me send my computer back to them only to send it back to me in the same non functional condition. We spent over $300..00 dollars on this computer, and I have yet to be able to use it for more than two minutes because I continually lose internet connection. It simply refuses to stay connected any longer than five minutes.Desired Settlement: I would really prefer to have an exchange of product, I feel Toshiba needs to send me a replacement as it is clear they are unable to fix my computer. I am really upset that it has taken over six months back and forth with them, and I have yet to have a desired result. I will not be purchasing anymore products from toshiba. Their customer service is rude, and I simply do not want to deal with them anymore. I am very sick with a life threatening illness, and I don't have time to stay on the phone with toshiba for days on end. I would just like them to do the right thing and replace my unit. I don't want to send it back for them to "fix" it again. I want a new device. I sent it back and have proven that I have not damaged the device in any way. I have done everything they have told me to do so that I could get a desirable result and nothing has worked. Please help me!

Business

Response:

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaint. After doing a research TAISfound out that our customer has been contacted by one of our corporaterepresentatives and has advised that they can send that unit back to our depotrepair facility for rework. Our representative has informed our customer aboutthe warranty coverage of the unit. In accordance to the Standard LimitedWarranty of the unit replacement is not the option. Another repair authorizationwas created that our customer can complete it online and our customer willreceived a box that they can use to send the unit going back to our depotrepair facility under repair order number [redacted]. At this time we considerthis matter closed.

Review: I purchased a Toshiba Flat Screen Smart TV from my local Power Co. 7-2014. The product color kept going in and out as we are watching TV. I phone the power company where I purchased the product and was advised that the warranty is held and back by the maker of the product which is Toshiba. I phoned Toshiba and filed the issue/complaint and was passed along to several representatives. /This went on for about 3 days, finally I called the power company back and advised I was going to bring the product back because it was obvisously defective at the time of purchase. They advised that I would have to go through the maker and they assisted me at that time in getting through to Toshiba. ?Nevertheless this went on for some time finally I spoke with a representative that took my info and filed for repair. I received a case number (2[redacted]) and was told someone would be in contact with me to repair my product. At this time I request a replacement TV since this was a brand new purchase and they denied me said I have to go through the proper channels first. This went on from 7-30-2014 to current which todays date is 9-24-2014. I have had several promises from Toshiba to have my product repaired I spoke with several women reps and 2 case managers, [redacted] and [redacted]. There numbers are ###-###-#### and ###-###-####. My complaint is my TV was newly purchased and it was a defective product therefore Its been 58 days & issue has not been resolved. I have had several promises made by Toshiba and as of today my product is not repaired. I advised [redacted] that if it was not completed by 9-23-2014 (which was the date they assured me it would be repaired) then I requested a new TV be sent to me. He agreed and assured it would be resolved. On 9-22-2014 I removed my TV from the wall as requested by repairman and waited all day at my house on 9-23-14, no one came to repair product nor called. I demand a replacement product and a formal complaint and a resolution to this issue.Desired Settlement: I am requesting a replacement product of equal are greater value as what I initially purchased. I have not been able to enjoy the product because of the defectiveness in the color. The grass should be green however its brown, the color of people should be brown, are white its pale due to the defective product. This is an example of some of the issue with the product. Today I received another promise from Toshiba and the repairman. This is unacceptable and I want a resolution asap. Thanks in advance for your prompt assistance with this issue.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has already contacted by our technicians and the T.V was already fixed and our customer was informed about the reason why the repair was rescheduled and our customer understand it. At this time we consider this matter closed.

Review: I purchased a computer which is still under warranty. The computer started smoking and smelled like it was burning.

I purchased a computer which is still under warranty. The computer started smoking and smelled like it was burning. When I contacted Toshiba I was told the issue would be escalated,and I will be contacted with 7 to 10 business days. I was also ntold that if the computer is sent in for repair I would have to pay 25.00 shipping and handling on a computer that is under warranty. ( they crazy)Desired Settlement: I feel I should be sent another computer and not a refurbished one. I purchased a new computer and the replacement should be a new computer.

Business

Response:

A TAIS representative was in contact with the customer on 12/31/2013. TAIS has apologized for any inconvenience and had sent the customer a courtesy box and shipping label for the unit to be sent to our Engineering Department for diagnostics. The customer was advised if they find that the NB is repairable they will repair it but if for any reason they cannot repair the unit, then we will contact her with other options. The customer was sent the box and shipping label on 12/31/2013 but the customer did not send in the unit for any diagnostics. For any kind of a replacement /refund, the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the refund/replacement time frame. If the customer would like to send in the unit for the diagnostics, they may contact us at ###-###-####. At this time we consider this matter closed.

Review: I purchased a Toshiba Satellite Pro Laptop and, I have had nothing but problems with it in the 3 1/2 months I've had it. The battery will not charge, it always has connection problems, (to the internet), it has software that not only does not operate according to advertised, but also can damage the laptop, it loads at times real slow, and there are times I have to touch the touchscreen twice to get.a response. I have sent this company numerous emails about its product and none were answered. Yet, they have the time to continually send me advertisements. In the three (3) times I have called their "support number", I got thru to someone once, and they stated they could not help me. This laptop is a very, very poor product and very not worth what I paid for it. There were times when there were problems that could relate to the CMOS, but they stopped all of a sudden. There might also be some issues with the processing chip, and the fan at times gets real loud.Desired Settlement: I would not only like a refund, but a replacement for another brand. Their advertising that they produce exemplary products is not true.

Business

Response:

A TAIS representative was in contact with the customer on 01/10/2014. TAIS has apologized for any inconvenience. For a refund of the product, the customer would need to contact the reseller to determine if the product is still within the time frame for a return or exchange. TAIS offered to provide a warranty repair for the customer if the product is not within the return policy time frame. The customer may contact us directly at ###-###-####. At this time we consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 bought a had hd DVD player model number 3400KU series, was unable to connect hddvd player to my wireless internet. On instruction book for connecting player to TV and network. It states : if you are experiencing technical problems or have questions regarding operation, authorized service centers, warrenty or parts please contact our customer support center at ###-###-####. So I called and according to two customer service agents they do not offer any type of support for their products. They stated that there company does not offer support for any of Toshiba products. I read the paper that came with the hddvd player. They stated that's for show, so when you call the number they are adviced to tell the customers that they do not offer any type of support for any of there products. Which includes if you need help connecting there product. The only thing they are allowed to do is to tell customers to return there product to the original store that iT was bought from and get a replacement.Desired Settlement: If the state that they offer technical support for having problems with connecting there products or problems with there product then they should have it. Be accountable for the products they selling

Business

Response:

A TAIS representative was in contact with the customer via voice mail on 01/07/2014. TAIS has apologized for any inconvenience. TAIS has advised the customer that if they're beyond the return policy of the reseller they'll need to go to

www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase from the reseller, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the steps on the web address listed above. The customer will need to follow the

process to receive a coupon code for a replacement product on www.toshibadirect.com. At this time we consider the matter closed.

Review: In August, we purchased a Toshiba Laptop computer. Within 24 hours it failed. After contacting online support, Toshiba diagnosed a faulty hard disk. I ordered a new one and was required to provide a credit card number. I installed the new disk and it failed. After returning the old drive, my deposit was returned. Toshiba instructed me to take the computer to their authorized repair center. I did. They installed another hard drive. Computer was returned in working order. Toshiba then charged my debit card for the cost of the drive ($190.40). When I asked why, a customer service manager said it was because their authorized service agent didn't return the old drive. I did not agree to these terms. I did not authorize this charge. I was told by Toshiba that the computer was covered under warranty and I would not be billed for the cost of the repaired. They lied. I relied upon their misrepresentations to my detriment. If their agent failed to perform the tasks Toshiba expected, Toshiba should take it up with their agent and not pay them. Toshiba should not charge my debit card simply because they have a number on file.Desired Settlement: Toshiba should return the $190.40 they charged my debit card without my authorization.

Business

Response:

A TAIS representative has contacted our customer via voice mail on 12/03/2013, TAIS has apologized for any inconvenience and are currently providing the customer with a refund of $190.40 for the hard drive. The customer should expect to receive the refund within 7-10 business days depending on their banking establishment. At this time we consider this matter closed.

Review: Approximately three weeks after receiving my new laptop the motherboard failed and the machine was sent back for repair. The repair took about three weeks including the shipping at both ends. When it was returned the primary hard drive had been set back to factory default and all the software I had loaded was gone. When I set the machine back up I found that the second hard drive was not listed as installed. I contacted Toshiba and asked if I could return the laptop for a refund since they seemed incapable of competently repairing the problem. They said the only thing they could do was arrange for another repair to get the second hard drive reconnected correctly. I just received the machine back from the second round of repair yesterday (11/16/2013), almost exactly 4 months after I purchased it. When I finished setting up the machine again (they had set it back to factory default again) I found that the second hard drive was now recognized, but instead of the 1TB drive I had paid for it was a 750GB drive. I contacted the technical support line and asked to be connected to a customer support specialist to request a return and refund, but I was informed that only the India based tech support was available, customer care would call me on Monday. At this point Toshiba has demonstrated a failure on almost every level. First, a hardware failure undermined my confidence in their quality. Second, by charging me to send in the failed laptop for repair they showed a lack of responsibility for their failure. Third, they failed to properly repair the issue in the first round and returned a laptop that did not contain all the original hardware and they erased my software. Fourth, they failed to accept their failure and refund the purchase for a return. Fifth, they failed in repair a second time. Sixth, their customer support is unavailable on sat.Desired Settlement: After the demonstration of incompetence at every important point, I want to return the laptop and all accessories and receive a full refund of the original purchase price for the laptop and all accessories.

Business

Response:

A TAIS representative was in contact with the customer on 12/03/2013. TAIS has apologized for any inconvenience with a $50.00 Toshiba Direct Credit being provided for customer satisfaction. A refund for the product and accessories would need to be directed to the reseller where purchased to determine if the unit is within the return/refund policy time frame. At this time we consider this matter closed.

Review: I bought a brand new Toshiba laptop, I ordered it from Toshiba direct. I customized this computer to my liking, and paid about $1000 to get the laptop. It works good still except the wireless NIC card. The card is failing, and has consistently gotten worse. I called Toshiba, and have spent the last four days on the phone trying to come up with a resolution. They're only resolution is for me to pay to send it in the mail, and have their tech's work on the laptop. First of all, this laptop is not even one month old, I ordered it 12-19-14 and didn't receive it until after the first of the year, it should still be well under there warranty since I'd only had it for about 2 weeks when I started contacting them. I am getting nowhere with Toshiba. I've been on hold for hours, talked to 10 plus people, and their supervisor's supervisor, to no avail. I tried contacting the corporate office, but talking to a real person there is like pulling teeth. I'm not letting someone else take my brand new laptop apart, and put it back together, then mail is back to me in a possibly working condition. My son is a very gifted certified computer technician, and a computer networking specialist/administrator with a degree in that, and he tells me laptops don't ever go back together right, after they are taken apart, one of the first things he learned in a beginner certification class years ago. So not only do I have the risk of mailing the computer, and damaging it in ways that are currently working, but I am getting a used, been opened laptop back after they attempt to correctly install the NIC. It's not going to work this way, my next step is to get my attorney involved to take care of the problem, but I figure I would try the Revdex.com first, hopefully this helps .Desired Settlement: I just want them to either send me a new computer, and i'll send this one back, to complete the fair exchange, as I cannot be without my computer; or they can refund my money and I'll send this one back, and gladly take my business to a more appreciative company.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS has informed our customer that we cannot send any part/s to our customer not unless the parts are under the category of replaceable parts such as HDD, removable batteries, and AC Adapters. Our customer was offered to send the laptop to Depot repair facility for our technicians to fix the issue on the laptop in accordance to the Standard Limited Warranty. At this time we consider this matter closed.

Review: I recently purchased a Toshiba laptop computer on 4/15/2013 ,my laptop is covered under warranty until 4/2015. The laptop has an internal screen crack and is now experiencing a smeared screen. When I contacted Toshiba to report the issue and have the device repaired I was informed that this service was not covered under the warranty and I would be charged $390.00 to have it fixed. This is the second Toshiba laptop that I've purchased within the last two years that has been faulty.My last laptop has issues with the motherboard, this laptop purchased less than 7 months ago is also faulty. Both products were purchased brand new from Best Buy .Desired Settlement: I'd like to receive either a refund for this laptop in which I still have the box it was in and the purchase receipt, or I'd like the computer repaired at no charge to me due to a faulty product .

Business

Response:

A TAIS representative was in contact with our customer on 11/25/2013. TAIS apologized for any inconvenience and has informed the customer a cracked LCD screen is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. 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.

This response is unacceptable as this is the second faulty device I have which is manufactured by Toshiba that has an issue. My daughters laptop screen also melted and burned overnight while it was unplugged and turned off. I reported this problem to Toshiba and received the same response that it would not be fixed. The issues I'm having with Toshiba's products are of no fault of my own , my laptop experienced the same issue after only six months and has already proven faulty. This is poor customer service, not to mention I have two faulty laptops which Toshiba refuses to repair. Toshiba company continues to sell defective products, and this is unacceptable. I would appreciate some type of resolution which results in either a repair or replacement of this product. I have the receipt of purchase and the laptop is still inside the box. When I purchased this product I wasn't informed that a cracked or melted screen would not be covered under warranty ,otherwise I would have never purchased.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience and has informed the customer her daughter’s unit being as it had overheated and melted would be able to be sent to the Special Evaluations team for diagnostics. The cracked LCD screen is something that is not covered under the Standard Limited Warranty being as this would be considered physical damage. The cost of the repair or technical support would be the responsibility of the customer. At this time we consider the matter closed.

Review: I purchased a laptop computer last January and shorlty after purchasing it the keyboard no longer worked. I spoke to Toshiba customer service and after trying their recommendations, I sent the computer to their repair facility. The computer was returned in what seemed to be working order, but in another few weeks the same is occurred. Again I sent the computer to the repair facility and it was sent back in apparent working order until the same issue (keyboard and mouse failure) occurred for the 3rd time. After speaking to customer service and requesting a refund or replacement product I was informed that I needed to send the laptop for repair to a different location this time (tri-star) for repairs and then and only then would I be able to get a refund or replacement. After receiving my 'repaired' laptop back, shortly then again the SAME issue arose for the 4th time. I called customer service yet again and was informed yet again that I could not receive a refund or replacement and that I needed to send the laptop for repair. Clearly the repairs are not working and I'd like a refund for the product or fair solution to what is clearly a 'lemon' computer.Desired Settlement: I'd like a refund for my computer

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 advised our customer that this case will be endorse to our order desk department to provide them a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of the replacement. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321. 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,

Consumer

Response:

I filed a Revdex.com complaint against this company already on 11/19/2015 (Complaint ID [redacted]). I purchased a laptop computer last January and shorlty after purchasing it the keyboard no longer worked. I spoke to Toshiba customer service and after trying their recommendations, I sent the computer to their repair facility. The computer was returned in what seemed to be working order, but in another few weeks the same is occurred. Again I sent the computer to the repair facility and it was sent back in apparent working order until the same issue (keyboard and mouse failure) occurred for the 3rd time. After speaking to customer service and requesting a refund or replacement product I was informed that I needed to send the laptop for repair to a different location this time (tri-star) for repairs and then and only then would I be able to get a refund or replacement. After receiving my 'repaired' laptop back, shortly then again the SAME issue arose for the 4th time. I called customer service yet again and was informed yet again that I could not receive a refund or replacement and that I needed to send the laptop for repair. Clearly the repairs are not working and I'd like a refund for the product or fair solution to what is clearly a 'lemon' computer. Toshiba contacted me and offered to replace the computer (would not give me a refund). I received the replacement computer in the mail about a week ago only to find that the speakers don't work. After speaking with Level 1 and 2 support, it has been determined that there is a hardware issue with the "new" computer. At this point, I have sent the original computer back 4 times for the same problem, and now I've had a 5th issue with the new computer.I just asked for a refund from the company. Now they're telling me that they can offer me a refund, but only for a "calculated value of the purchase price minus the amount of time that I've owned the computer". I am seeking a full refund because I asked for a refund 17 days after purchase when my initial keyboard problem happened. Since it was outside of the 14 day return policy, they told me that they couldn't give me a refund, but they could attempt to fix the issue. Almost a year later, I'm still dealing with hardware issues and am only being offered a partial refund. This is not an acceptable way to do business. I've lost many hours of my life removing data from the computer before I send it to have it repaired, getting the computer back, re-loading my data back onto the computer, and repeating the process as soon as it breaks again. If anything, I should be paid for my wasted time, not offered a partial refund.

Review: I started experiencing problems with my Toshiba [redacted] (SN # [redacted]) back in July.

I bought laptop 10/20/2014 from [redacted] in [redacted].

My earphone jack stopped working properly. It would only work on one speaker.

Due to heavy work and school load I decided to hold on to it as long as possible. This decision was made after I called Toshiba to do the repair and I was told it would take 7-14 business days to solve.

Since my warranty was about to expire I decided to call customer service again 10/02/2015 to resolve issue.

I was assigned service number [redacted] to fix my problem.

I purchased a box from Toshiba and I sent laptop on 10/15/2015 together with charger to the repair facility.

Yesterday 10/22/2015 I received back my laptop with following issues: It does not charge AND I have 2 screw covers missing from the bottom of laptop. When I plug laptop in it says now plugged in, not charging. I need to emphasize that I HAD NO ISSUES with charger, or battery prior to sending laptop to Toshiba service center!!!

I called customer service again today 10/23/2015 to make them aware of the issues and ask for a quick fix.

I was offered to send it back to same repair facility to "allow them to correct their mistake". After expressing my concern about that, and the fact that I DO NOT want to send my laptop back to the same facility I was told (after an hour on the phone) that I could send my laptop to a "VIP Repair Center" and that they will "absolutely" fix my issues (same thing I was told about other service center). I was promised a shipping label to expedite process in max 3 hr. It is now 3:53 pm and I still do not have a shipping label, please see timeline below. This is ludicrous!!

10/23/2015 I talked to:

[redacted], customer service representative at approx. 9:25 am

[redacted], case manager for today at approx. 9:30am

[redacted], case manager supervisor at approx. 10:15 am

I was ultimately assigned Call # [redacted]Desired Settlement: Refund for laptop and shipping box.

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 case managers and they processed a VIP repair for the computer. The unit has arrived in our VIP repair facility last 10/30/2015 and currently the unit is under repair by our Toshiba Engineers. If our customer has any questions or concern they may contact us at 855-674-3553. 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 received yesterday a call from the so called "VIP Repair Center" telling me that they can't get one of the parts for the laptop and if I am willing to receive it the way it is... What am I supposed to answer? Obviously Toshiba can't even fix my laptop!!!! The only reason I sent laptop out to the "engineers" ([redacted] , I know, doesn't sound like todhiba's TOP engineers, thank god!!!) is that I was told if I don't send it with-in 10 business days the case will be closed. Talk about coercing people!!! Also the "resolution" originally offered does not appease in any way my concern about the quality of the repair or provides me with any assurance that the second repair was done right!!!. SO NO!! MY demand still stands!!! I sent Toshiba a functioning laptop with a minor problem, after the SECOND try they are sending me back a laptop with missing pieces and who know what other problems!!!]Regards,[redacted]

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 case managers and they coordinated to our Engineer's repair facility for the missing screw cap on the computer. Our repair facility will mail to our customer the (1) missing screw cap if they already find one. Our customer agreed. If our customer has any questions or concern they may contact our customer relations department at 855-674-3553.

Review: I purchased a Toshiba P50W-B laptop at 4/28/2015, there are 3 major problems with this product in less than 3 month :

1. There's big noise from the fan

2. I got several warnings by the system that" you computer has cooling problem,please shut off the computer and return to Toshiba for replacement"

3.7/20/15,I found the left corner of the screen frame cracked, the LCD screen cover separated from it's original status.

On 7/22/15, I called Toshiba Customer Support Center, and was told the part of screen was not covered by warranty and I have to repair it at my own cost. For the cooling problem, I was told it may due to system error and they can guide me online to fix the software issue. For the noise, I was told they can check what's the problem, but it may take month to send the laptop back to me.Desired Settlement: I do believe the laptop I purchased has quality issue, I need get a replacement.

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 ###-###-####. At this time we consider this matter closed.

Review: Back in December 27 2013, we bough from Toshiba Direct a TOSHIBA [redacted] (Mfg part #: [redacted]) and we pay with taxes and shipping $116.45 (First this item comes from [redacted] and we are still charge for taxes).The lamp arrive, we replace it and in February of 2014 the lamp started having issues. This lamp will either turn off and on and it will shut the tv off.We contacted Toshiba, we spend hours on the phone and they told us they will send us a replacement and the replacement never arrive.Then we call again and we were told to go to a webpage ([redacted] we did we fill out the information, they ask for our credit card information again, and the lamp never arrive.We contacted toshiba again, we also filled out the toshiba facebook page and we got responses from a rep but he or she, never gave the name, stated that nothing can be done.Then we call toshiba again and we spend 51 minutes on the phone we spoke with 2 persons in the [redacted] and the answer was WE CAN NOT DO ANYTHING GO TO THE PAGE since we are not in the United States and we are not going to help you. My mother and I are both disabled I was recently operated we explain this situation and they still declined to help usDesired Settlement: They need to send us the lamp so we can replace it, we already gave 2 times our credit card info, we can not continue wasting time on the phone and over the internet.We have no tv at the present time so they need to replace this lamp ASAP, there is 6 months warranty and they declined to help us, we need a replacement or our money back.

Business

Response:

A TAIS representative has left the customer a voicemail on 04/01/2014 TAIS has informed the customer that they would need to contact the [redacted] Department directly at [redacted] in order to get this issue resolved [redacted]. At this time we consider this matter closed.

Review: Computer overheats with doing just general things

I purchased the PC a Toshiba Qosmio [redacted]0 in Feb 2013. When I purchased the computer has problems over heating, but nothing that was worth complaining about as I could negate it usually with a laptop cooler. Well it gradually got worse, and now the laptop is unusuable in most cases. I paid $1800 for a product that was excepted to last 5 years, but Toshiba lied and the PC didn't make it 2 years, now they want me to pay $200+ to send it in to get fixed, when I know that from reading online this isn't a fixable issue. I was lied to, and sold a bad product.Desired Settlement: I would like the PC replaced with a current product or better, or a complete refund.

Business

Response:

A Toshiba America Information System (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can process a repair for his computer to have it diagnosed and repair. TAIS has advised our customer that he needs to provide the serial number of his computer to complete the process and our customer 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: 3 weeks ago I bought a Toshiba Satellite P55W-B5224 and really loved it. I am using my computer mainly for work and need to go online. The same day of purchase I realized, that if I am further away than 6 feet from the router, the computer looses the wifi connection. After contacting the Toshiba trouble shooting department (chat as well as phone) they were not able to solve the issue. After 2 days of trouble shooting I returned the computer and replaced it with the same model in the hope of having NOT the same problem. After doing some research online, it seemed that every single buyer has the same issue.

So I contacted the Toshiba technician again and the result was, that the Toshiba technician was pretending that this is a not known issue, even though it's all over the forums here as well as BestBuy etc.

At the end he told me that I have to talk to another specialist to solve this problem, but I have to PAY for it!

Being beyond 6 feet away from the router, it took the computer more than 4 minutes to open this page!

So I bought a brand new computer (now 9 days old) and my 6 year old MacBook Pro, cellphone, tablet etc is able to connect to the router over more than 30 feet of distance, and the brand new Toshiba cannot connect beyond 6 feet!!??? And then we should pay for fixing a well known problem - a problem that makes it impossible to work and use the laptop the way it is supposed to ?

The tech support admitted at the end, that Toshiba IS aware of this problem, but cannot give me any time frame WHEN it will be solved!!

I am dealing with this issue now for about a month and Toshiba does not try to solve the problem, or if so, they do not notify their customers.Desired Settlement: I would like to have this problem solved, so I can use this computer the way I intended to when I bought it

Business

Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 08/29/14, 09/02/14, and 09/03/14 however, our customer has not returned any of correspondence requests. If our customer has any questions they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hi [redacted],

Review: I purchased a TOSHIBA Satellite C55t-A Touch Display Laptop on 10/10/2013. Soon thereafter the computer developed a glitch where the screen would scramble in many different colors and then the PC gives an error message that the PC ran into problems and the PC shut down and then restart. It gives an error message to send to Microsoft to help improve Windows. The computer at times does not turn on or off. I have to power off using the power switch by holding it down for a long time or removing the battery.

The month of December was horrible. I started documenting these issues on 12/5, and it happened again on 12/26/13. Scrambled lines all throughout the screen of horizontal, next the computer turned off and reboots itself in the middle of my working on a project, causing panic, frustration and anxiety. On February 6, 2014 the computer froze up and would not turn off. It crashed and some of the keys started sticking and not functioning properly. Also, on the 6 February the screen scrambled with colors shut down and turned itself back on.

I contacted Toshiba out of frustration and they tried selling me a service plan of $69 or they could not assist me. I declined because I purchased a 2 year term service plan with this computer when I purchased it. How can I purchase a new computer and immediately it has severe glitch issues and I am bounced around as if it is my problem?

February 11, 2014 I contacted Geek Squad told them I wanted a computer that works they asked me to leave the computer with them. The screen scrambled on 2/12/14, the very next day, and then again 2/18/14. This problem caused my OC to restart on 3/27/14 and again on 4/4/14. Then on 4/5/14 the computer stopped responding to upload files from photos and email.

The computer issues persist. There were issues 5/14/14, 5/16/14, 5/21/14, 5/22/14, and 6/9/14 of the same issues. On 6/23/14 I turned the computer off and it turned itself on in the middle of the night and played all night long.

I have had countless times of my PC turning off by itself after the screen scrambling and rebooting itself. The computer not turning off and I having to hold down the on and off switch for long periods of time to turn it off, or removing the battery and the keys getting stuck and not functioning properly. I need your help to resolve this issue.Desired Settlement: Refund purchase amount of Computer of $870.01 or replacement of PC.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer.

Review: Hinge broke on Toshiba notebook that I bought less than a year ago, and the laptop is still on the warranty. I called the warranty service and phone representative told me notebook is still covered by the warranty and will be fixed at no charge if I ship the notebook to Toshiba Repair service. I completed repair order on line and next day Toshiba called me and told me that the hinges are not covered by the warranty but I can still ship it for them to inspect the damage and they will charge me for the repair.Desired Settlement: Repair it at no charge.

Business

Response:

Dear [redacted],

I just spoke with Mr. [redacted] regarding his complaint, [redacted]. He indicated to me he did not intend to file a complaint against [redacted] His issue was with the manufacturer of his laptop, Toshiba and their refusal to honor their warranty. He stated he did not purchase any type of extended warranty product for his laptop.

Mr. [redacted] did indicate he has made progress and Toshiba is currently working to repair his laptop under warranty.

Would you please have this complaint redirected and filed against Toshiba?

Kindest Regards,

Compliance Coordinator

[redacted] I [redacted] I [redacted]

Business

Response:

A TAIS representative was in contact with the customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer the depot

repairs everything or nothing. TAIS has resent the box to the customer but has explained the hinges are Out of Scope of the warranty (out of scope meaning this is not covered under the Standard Limited warranty). The customer will get a quote on the price to fix the broken hinge plus the technician may not fix the HDD until the hinge is fixed to avoid causing further damage. If the customer has any questions he may contact us directly at [redacted]. At this time we

consider this matter closed.