Toshiba America Information Systems Inc

Review: I purchased a Toshiba laptop in January of 2014. In March, the hard drive crashed. I contact Toshiba customer support. They walked me through troubleshooting which did not solve the problem. So I shipped it to their repair center and packed the box with the laptop fully assembled and the adapter (power cord) which came with it. They repaired and returned it to me - without the adapter. After numerous phone calls to them, they responded by telling me that I did NOT send the adapter to the repair center. They keep insisting that they have a "picture" of what was returned. Considering this is an outsourced service dept in the [redacted], obviously these customer service reps are not earning a minimum US wage. Therefore, their level of concern is extremely limited. All they really care about is keeping their jobs so they are LYING about the adapter. I contacted the Corporate Office and they are trying to tell me the same thing. The warranty specifically states that using a compatible adapter or one not specifically made for the laptop will void the warranty. Well I have not been able to use the laptop now for over three weeks. Although I do have it, I cannot power it up. Toshiba is completely out of line with this. I want either a FULL REFUND ($314) or I want the adapter replaced at their cost (approximately $50)Desired Settlement: I want the Toshiba adapter specifically designed for the laptop that I PURCHASED replaced by Toshiba or they can send me a gift certificate for $50 + tax so I can purchase another one. If they refuse, I want a full refund.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate her case over to our Order Desk Department to send her new ac-adapter specifically designed for her computer, our customer agreed. If the customer has any questions or concern they may contact us at [redacted]. At this time we consider this matter closed.

Review: I have been having ongoing problems with my laptop since it was purchased in November 2013. It was an expensive, custom built model but I had issues with the hinges connecting the screen to the base from the beginning, which caused the screen to be loose/wobbily. After four onsite repairs between November 2014 and February 2015, the problems have only continued to progress. There is a screw that has fallen out of the base multiple times and the whole base is coming apart, the screen is still loose, the hinge is still loose and snapping, and now the LCD screen and the protective covering have come apart. I have contacted Toshiba at least 5 times in the last 2 months for the most recent issues, been told they would have someone come do the on-site repair that is part of the extended warranty and [redacted] I paid for but they have yet to actually come fix the issue. They claim the company called on me 3-30 but I have no missed calls or messages on that date and have not been contacted a single time since.Desired Settlement: I would like a replacement for this unit that was clearly defective from the start and an extension of my warranty and on-site [redacted] to make up for the months of neglect, poor [redacted] and failure to honor the expensive warranty.

Business

Response:

A Toshiba America Information Systems (TAIS) has

been in contact with our customer. TAIS has apologized for the inconvenience

our customer has experienced. TAIS has informed our customer that since she has

an Extended [redacted] Plan (ESP) we already forwarded the case to [redacted] which

is the provider of the extended warranty of her computer. TAIS has advised our

customer that she will receive a call from the warranty provider (ESP) within

2-3 business days to discuss about the process of her replacement request. If

the customer has any questions or concern 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 has not been completed by the company. I was told they would contact me with 2 to 3 business days over a week ago, which is 5 days. My computer doesn't work and the issue wasn't resolved, which toshiba is responsible for since they sold me both the defective item and warranty and [redacted] contract. I have no contact information to contact the company they say is responsible.

Regards,

Review: I purchased a laptop from Toshiba on January 26,2015. Before opening the computer and taking it out of the box, I was attempting to rid my old computer of the viruses and clean the old files. When I finally opened the new computer (1 to 2 weeks ago) I immediately noticed some difficulty with the track pad. It was not tracking the way it is supposed to. Then when closing and opening windows, the computer would display pixilated images and grey spots. The computer had only been in use for two weeks. I have NEVER dropped it and nothing has been spilled on it. Hoping to fix these issues, I began installing the suggested and recommended updates by the company. During the update, the computer shut off and when it restarted, it would not boot back up to windows. Trying to solve this problem, I found that several hundred users have had the same issue and have had difficulties with Toshiba. They have called and have not gotten their computers repaired or worse have gotten them back in worse condition. Toshiba knowingly sells these computers with these issues and takes advantage of their customers. Then they refuse to pay for shipping back to the factory even though I paid for an additional extended warranty. I was told numerous times by Toshiba direct employees that they would call back and never did. Then they put me on a blocked call list and a representative would not answer the phone. I had to call various different numbers to finally speak with someone. I am a graduate student and don't have time to have to continuously call and I need a working computer. Bottom line, I've had a terrible experience and will never purchase another product from Toshiba.Desired Settlement: Toshiba can have their faulty computer back. It's has not been damaged by me and I still have the box and the original components that came with it. They can have the computer back and I want a full or partial refund. At this point I am even willing to take a partial refund but I refuse to pay in full for a product that Toshiba knowingly sold to customers. They should also recall this computer and stop selling it to consumers. Detail product number: satellite [redacted]

Business

Response:

A Toshiba America Information Systems (TAIS) representative

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

able to spoke to one of our case managers and was informed that refund is not

the option in accordance to the Standard Limited Warranty (SLW) of the unit. However,

our customer was advised to send the unit to our depot repair facility to have

it diagnosed physically by our technicians. Our representative processed a

repair order and provided a free box that our customer can use to send her

computer going to our repair facility. Currently the box is in-transit going to

her location under [redacted] tracking number [redacted] (Estimated delivery Tues 5/19/2015 by 8:00pm). At

this time we consider this matter closed.

Review: I purchased a Toshiba Satellite [redacted] Laptop on August 29th 2014 for $400 at [redacted]. As I used the laptop, I began to notice the hinge becoming raised as I closed the screen. I have seen on the internet this is a common problem with Toshiba Laptops, the hinge becomes dislodged from the unit due to poor manufacturing. Additionally, the laptop has daily blue screen of death errors. The RAM fails a Memtest86 test indicating bad RAM. Since the unit is under warranty, I went through the process of getting a repair even though I could probably repair myself and avoid the inconvenience of not having the laptop. I am unhappy that I had to pay the $30 shipping charge. I have never paid shipping on a warranty claim before with other companies.

I was contacted this morning by the customer service specialist at the repair [redacted] in [redacted]. She informed me that ANY damage related to the hinges is considered customer induced damage which will cost $70 to fix. I told her that the laptop was never damaged or mishandled and asked her if there was any cracking or indication of accidental damage. She told me there was not and that the hinges are known to be prone to breaking even when opening and closing the laptop normally. I told her this should be covered under the warranty since it is normal use. If the hinges break while opening and closing the unit, they are clearly defective. She said there was nothing she could do but give me the Toshiba tech support number. Even worse, they have not found anything wrong with the RAM while conducting their testing and may not replace it.

The people I have spoken to at the tech support line are adamant hinge damage must be caused by the customer. Based on the other customer complaints online and my experience this is incorrect, but cannot contact anyone outside of the repair department.Desired Settlement: $100 to repair a $400 item for defects which should be covered under warranty is ridiculous.

I want RAM in the laptop that passes a direct boot memory test (Memtest86 or an equivalent) and does not cause Windows to crash to blue screens. I want the hinge fixed since it broke due to being defective within the warranty period.

It would be nice if this could be done while the laptop is still at the service center, but if it does get returned to me defective, I would like it to be done without incurring another shipping fee.

Business

Response:

A Toshiba America Information Systems (TAIS)

representative has been in contact with our customer. TAIS has informed our

customer that we have reviewed his complaint and after doing a research we

found out that his computer was repaired by our [redacted] repair facility and it is

in-transit going to his location under FedEx tracking number [redacted] and

estimated delivery (Tues 04/21/2105 by 4:30pm). TAIS has advised our customer

that gives us a call in case he will receive the unit with any issues or

problem. Our customer agreed to that. 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 laptop on 6/8/14 for my daughter for school and she opened it last night finally ( 8/27/14) to get it ready for school next week and to both of our surprises, the AC Adapter was broken as the little pin has come apart making the part useless to charge the laptop n When I called the 800 # this afternoon ( 8/28/14) to explain my issue, they advised me this part was NOT under warranty. Why does the company offer a one year warranty but when it is time for a consumer to use the warranty it becomes useless or too much of a hassle to even file a complaint

The laptop I purchase was a Toshiba C55-A5105 Serial # [redacted]Desired Settlement: I am either requesting a replacement of defective part at NO charge and I would be more than glad to send back the defective one

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer purchased the laptop on 06/08/14 and on our system it shows the first boot date of the laptop was on 06/13/14 meaning to say, our customer turned on the computer 5 days after the purchase date so our customer has the opportunity to contact us to report or inform us about the issue and any physical or accidental damage is not covered by the standard limited warranty of his computer. At this time we consider this matter closed.

Review: I BOUGHT A REBERBISH LAPTOP FOR 329.00 FROM RADIO SKACK IN CABO ROJO PR. I HAVE HAD PROBLEMS WITH IT SINCE MY HUSBAND WILFREDO ASENCIO BOUGHT IT ON HIS RADIO SHACK CREDIT CARD. I CALLED TOSHIBA SUPPORT. AND THEY ASKED FOR THE NUMBERS ON THE BOTTOM , BUT I COULDN'T READ IT BECAUSE THEY WERE EITHER SMUDGED OFF . THEY WERE UNREADABLE. I HATE THE COMPUTER . CUSTOMER UNSATISFIED. CUSTOMER SUPPORT DID NOT HELP AT ALL. I COULD HAVE WENT TO [redacted] AND BOUGHT A NEW LAPTOP. HP FOR THE SAME PRICE. CUSTOMER SUPPORT IS UNRELIABLE. AND COULDN'T RESOLVE MY PROBLEM. AND TRIED TO SELL ME A NEW HARD DRIVE. TOSHIBA DOES NOT HOLD UP TO THERE NAME. I THOUGHT THEY WERE THE NUMBER 1 COMPANY. I AM VERY UPSET BECAUSE I BELIEVED IN THE COMPANY. SUPPORT WOULDN'T LET ME TALK TO SOME ONE HIGHER IN THE COMPANY. AND WAS RUDE. LIKE I WAS BOTHERING THEM. BATTERY ONLY LAST FOR 2 HRS .THE ONLY NUMBER I HAVE FOR THE LAPTOP IS C655D. WITH A CD BURNER. DIDN'T COME WITH A CD RECOVERYDesired Settlement: I WANT ANOTHER LAPTOP EVEN IF IT'S A SMALLER ONE THAT WORKS. OR MY MONEY BACK. AND THE COMPANY TO BE RESPECTIBLE FOR THE CUSTOMERS.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer mentioned that her computer is a refurbish unit and every refurbish unit from Toshiba has a 90day warranty from the day that they bought the computer however, the warranty already runs out. Our customer can contact Toshiba repair service at ###-###-#### to schedule a repair so the issue would be fixed, at this time we consider this matter closed.

Review: Purchased a Toshiba laptop and the mouse pad had failed 4x. I was told by a rep that if it fails the 3rd time I would be issued a different model. It has failed 4 times and they want me to send it in again for repair after just coming back from repair from their " engineering department ". I called Toshiba corp only to have my case sent back to their technical support. They have not been able to resolve this issue 4x in a row. I do not have faith that they can fix it 5th time. Their reps do not have a good command of the English language so their is some what of a. Communication gap. I had to repeat myself a few times on a few occasions for them to understand. I would like a refurbished replacement from a different model line. The issue I am having is a known issue with this model laptop. I found this out from the Toshiba tech support page. Several others have experienced the same issue. I just want what is right. I shouldn't have to take my time boxing up a laptop for the same issue and taking it to [redacted] only to have to be honest!e to wait for it to come back.Desired Settlement: Refurbished laptop of a different model.

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.

Review: About 13 months ago, I bought a toshiba [redacted] laptop. Immediately, a day later we were having problems with the product. The laptop's touchscreen was leaving an imprint that would start open screens and expanding and contracting the screen. We contacted Toshiba and they couldn't fix it over the phone,so they sent us a box and we shipped it to toshiba. We were without the laptop for weeks. We got it back and just a few hours later, the same touchscreen problem happened.furious, we called toshiba and again they sent us a box and we shipped it back again. At this point we had been without the computer close to two months. We got it back again, the third time and about 3 weeks later the monitor went blank and the laptop wouldn't work. We called and again, we got Another box and shipped it. They shipped it back and it has had the ongoing problem with the touchscreen continuing to occur. It happens almost daily. Do,we have to continously power down the laptop and reset it. Constantly! Our frustration is so mich that we don't think tech support can be of any help. They refusento exchange the product that clearly is defective! Today, again the computer will no even turn on. All power sources are plugged in yet it will no turn on at all. We gain find ourselves fighting toshiba to acknolwdge their defective product and correct the problem by offering us a proper replacement! We paid for a working product and have received only problems, since the beginning.Desired Settlement: We want a working product. We don't wAnt to ship this same defective computer back and forth. We want a working laptop, because we paid for it.

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 was able to speak with one of our corporate representative and they offered to send the computer to our VIP repair facility to have the unit diagnose by our Toshiba Engineer’s and have it repaired. Our representative sent an email for all the information as per our customer’s request. If they have any questions or concern they may contact at 877-421-7070. 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.

We are still having problems. We just received the computer back and already having problems. I am attaching pictures to support our experience. These pictures were taken at4pm on 11-20-2015.

Regards,

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for any inconvenience that our customer has experienced. TAIS has advised our customer that we will forward the case to our Order Desk Department to process 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. TAIS has advised our customer that if they have any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

Review: I purchased a extended warranty for my Toshiba laptop in February 2015 for $159.95, for one year at this time a problem was resolved, and had another issue starting at the end of July and has not been fixed since, A 3 hour phone call made on 8/14 to resolve my computer I was not resolved after 3 hours or more only to be told I needed to purchase a different warrenty, I proceeded to ask [redacted] for a refund due to the fact they cannot fix my computer, I was told I would get a full refund, after numerous attempts I was told my refund is pending and should arrive in 48, hours, on August 24 I spoke to [redacted] and several others now telling me my refund is 90.00 and is being process, once again on 9/11 told my money would be in my account 24 to 48 hours, after another call back I as advised that they would send me a refund in the mail and still have not received it, I also contaceted them via [redacted] and was told its on the way, They take your money and [redacted] out of hard earned money Please Help, I have list of names of people I spoke with and was told my money was on the wayDesired Settlement: paid for a service that was not complete

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 our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015. The amount would be reflected to our customer’s account within 3-4weeks. If our customer has any question or concern they may contact customer relations at 855-674-3553.

Consumer

Response:

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

Regards,

I am not satisifed because I have been told since August 3 to 4 weeks and still going I spoke with [redacted] last week and was assuring me it would be here by Friday, Today is Friday and still nothing

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 our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015 and last 10/27/2015 the partial refund was already completed. If our customer has any question or concern they may contact customer relations at 855-674-3553. At this time we consider this matter closed.

Consumer

Response:

Once I receive my refund theni eill consider my case closed. THANK YOU

Review: When I was considering ordering a laptop, I was told by a sales rep online that the laptop would come with a copy of Adobe Photoshop Lightroom 5 installed, as long as I selected a model with a 4k monitor. I followed the link supplied by the rep and customized a laptop to include the 4k monitor. The promise of the free software was a major factor in my decision to buy from Toshiba. Additionally, the sales rep provided me with a copy of the transcript of the conversation for my records, which I still have and have since supplied to Toshiba. Unfortunately, when the laptop arrived 3 weeks later, the software was not installed. I contacted their customer service, and after speaking to 4 different representatives, I was told simply that the original sales rep should not have told me the software would be free and that Toshiba will not provide it for free. The only offers they made were to either return the laptop or accept an $84 credit. This credit, however, is only about half the cost of the software (I was even told before Toshiba decided on an amount that I would likely not be offered enough to cover the software purchase, which was not at all a positive statement to make to a customer with a valid complaint). While Toshiba has made some steps, they are deaf to my concern that their representative made a promise that I want them to honor. They are completely ignoring that aspect of my complaint and seem to think that a refund is the correct solution. In some cases, like mine, that is not the best solution to offer, especially as a first solution. This is especially true for a product that I spent significant time researching and then having to wait for as it was built. Toshiba's offer of a refund actually ADDS to my burden as I would then have to begin my process again and be left without a computer until I finished shopping yet again.Desired Settlement: I do not want to return the laptop that I bought. What I want is for Toshiba to honor their promise that was made when I was first considering the purchase. I would accept one of three solutions: 1) they honor the request by issuing a license for the software to me and remotely installing the software on my computer (one of the 4 agents I spoke to assured me this was viable, as long as Toshiba issued a license) , 2) provide me a credit of at least $143, as this is the current market price for Photoshop Lightroom. An example from [redacted]: [redacted] , or 3) Provide the $84 offered and additionally extend my zero-interest financing period from 6 to 12 months so that I can have more cash available now to separately purchase the software that Toshiba should have provided.

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

Review: The repair center failed to repair graphic issues & getting them to actually repair like they should was worse then pulling teeth. After numerous phone calls from my wife & her getting pissed with the rudeness & lack of cooperation from the company I finally CALLED & WELL LETS JUST SAY IT'S A REAL SHAME WHEN YA HAVE TO BE AN [redacted] FOR A COMPANY TO STAND BEHIND THERE OWN PRODUCTDesired Settlement: unless THEY SEVERELY KIS OUR AS WE WILL NEVER NEVER OWN ANYTHING TOSHIBA EVER AGAIN & TELL EVERYONE WE KNOW TO AVOID TOSHIBA @ ALL COSTS

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer neither the serial number of the unit on our system under our customer’s information. Our customer may contact our Technical Support department at ###-###-#### for further assistance of the unit’s issue/s. At this time we consider this matter closed.

Review: I bought a Toshiba Laptop and when you turn the computer on it either locks up or you are not able to use the touch pad. I have had to use the mouse and then it will eventually lock up again. My girls do not want to use that computer, because it continually locks up. I in good faith called the Tech Support at Toshiba and they had me reload the software. It still did not work, so I was instructed to send the computer in, because it was probably a hardware issue. I received my computer with a repair sheet that stated they were able to replicate the problem and it was fixed by reloading the software. It did not work. I was instructed to send the computer again, I received it back with a repair sheet stating that there was nothing wrong with my computer and they did nothing to fix it. The computer once again locked up for both myself and my daughter. Their answer is to start over with the tech support and do the same thing over again in hopes that we will have a different result.Desired Settlement: I have sent the computer to corporate headquarters in CA and I would like to be reimbursed for my computer, which has not happened. I have not been contacted that they received my computer even though it arrived on the 15th of February 2014. In my opinion I have been robbed of my money. There answer is to control my time with their incompetence in tech support. If they gave their customer service the authority to fix problems, it probably would have been fixed long ago.

Business

Response:

A TAIS representative was in contact with the customer on 03/10/2014. TAIS has apologized for any inconvenience and has again offered to provide a warranty repair. The customer has declined the offer. The customer has sent the unit to the corporate office and this unit is now considered an abandoned unit. 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 matter is not closed. I entered in good faith a deal with Toshiba to give them money and I will have a working computer. Toshiba has refused to provide me a working computer. I have sent the computer into their office twice to be repaired, they are unable to repair it and I am supposed to accept the merry go round of them pretending to repair it again and send it back. When does it end? They took my money and did not give me a working product. For some reason Toshiba thinks that I entered into an agreement for them to control me through this on going insanity.

Business

Response:

A TAIS representative was in contact with the customer on 03/10/2014. TAIS has apologized for any inconvenience and has again offered to provide a warranty repair. The customer has declined the offer. The customer has sent the unit to the corporate office and this unit is now considered an abandoned unit. TAIS explained to the customer it was his

decision to send the unit to the corporate office and it is now considered an abandoned unit. TAIS offered to try to locate the unit and set the unit up for

a repair with the customer declining. At this time we consider this matter closed.

Review: I just bought an encore 2 tablet for business and after only a few days it gave me problems with the power button not turning on and the WiFi not connecting to networks. I called and chatted with tech support. They fixed the power issue but the wifi issue came back. I called them again requesting my money back they told me they don't do returns,which seemed odd to me. One technician I was talking to was going to send me an email so I could send in my tablet to get it fixed for free, some how we were disconnected. I then called back and talked to [redacted] he told me that if I sent it in they may not fix the issue and just send it back so he was going to set up an appointment for me with a higher technician so he could try to fix the issue over the phone. 7:30pm came and went and the call never came. All I want is my money back at this point, I am disappointed that this issue happened because I bought a Toshiba satellite and it has worked fine for years, so I thought since my laptop worked great I wanted to stick to a proved brand for a tablet but I was proved wrong.

Product_Or_Service: Toshiba Encore 2 Tablet

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Toshiba should refund or replace my tablet since it is new and under warranty.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based on our records, one of our senior tech support representatives offered to send the unit to the depot repair facility to fix the issue based on the coverage of the standard limited warranty of the product. If the customer would like to send the unit for a repair the customer may contact [redacted] for assistance on this. At this time we consider this matter closed.

Review: After spending over $1,900.00, I am very disappointed with the Toshiba 50HP66 50inch TheaterWide Plasma HDTV that I purchased and Toshiba's customer support. According to both service centers whom Toshiba referred said, "The TV has a defective panel which is why the TV stopped working, and that it would be more economical to replace the TV." I have contacted Toshiba and they have refused to do anything to help resolve this issue even though the problem is caused from a defective part in the TV. I invested more money on this TV because I believed that Toshiba produced quality products, this has not been my case. I have a defective TV. Toshiba should be held responsible for replacing or repairing the TV.Desired Settlement: I would be very pleased if Toshiba repaired or replace the television.

Business

Response:

A TAIS representative was in contact with our customer on 02/10/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 2/14/2008, according to the information given by the customer as the TV was purchased 02/14/2007. 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 purchased a toshiba laptop during the summer of 2013. In September 2013 the laptop harddrive crashed. When I brought it back to the staples retailer I purchased it from they said they sold me a computer with a faulty hard drive and to call toshiba. When I called Toshiba they were less then helpful saying that they often manufacture computers with bad hard drives but that they would send me a box to mail it back in. 6 months later I am still waiting for this box. I called again to get my computer fixed and this time they told me that I would have to pay for the shipping and handling even though I had not used the product and had been waiting since September 2013 for the box promising. They claimed their is no human error on behalf of Toshiba and they do not have adequate customer service, they blame the consumer for their faults.Desired Settlement: Please inform other consumers that Toshiba sells faulty computers to make a profit. They do not care about their customers.

Business

Response:

A TAIS representative has been in contact with the customer on 02/13/2014. TAIS has apologized for any inconvenience and has provided the customer a repair in accordance to the warranty. The customer will be receiving the box to ship in the unit via Fed Ex tracking number [redacted]. Estimated delivery: Tues 2/18/2014 by 8:00 pm Burlington, MA. At this time we consider this matter closed.

Review: I purchased two Toshiba Qosmio X870 laptop computers. I picked them up in December 2012 and with about 6 months both computers had hard drive (SSD) failures. After waiting about 2 months for the repair work to occur on both computers, I received them back with new SSD drives. The second computer was fixed and I picked it up at the repair shop in August 2013. Today, for the third time, my Toshiba Qosmio X870 had a hard drive failure. The one that failed was the one I got back in August 2013. I called Toshiba and they said that the computer is not under warranty anymore. The new SSD drive lasted about 7 months from the date I received it and it's not under warranty anymore? Having 3 failures in just over a year is unacceptable.Desired Settlement: I would like my money back since they do not make quality products. The headache of having a laptop fail this many times is unacceptable.

Business

Response:

A TAIS representative was in contact with our customer. The first time the customer called into TAIS for assistance was 02/11/2014; previously the customer had taken the unit to an ASP on 07/19/2013 with a repair being set up the same day. The next time the customer called into TAIS since the repair was on 02/11/2014. TAIS advised the customer that considering that the warranty expired on 12/20/2013 the customer was informed that any repairs and or technical assistance 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.

Other than the fact that two computers I bought from Toshiba in December 2012 had SSD hard drive failures within the first few months of ownership, and that one of the computers had two SSD hard drive failures within 14 months of ownership, the fact of the matter is that the computer I received with the new SSD drive some time in late July or August 2013 allowed for a warranty on the new SSD hard drive of less than 5 months. Many manufacturers provide 3 to 5 year warranties on their SSD drives, so why does Toshiba only allow for 5 months? Toshiba should not be allowed to sell products in the United States if they refuse to stand behind products that don't even last a reasonable amount of time.

Business

Response:

A TAIS representative was in contact with our customer. The first time the customer called into TAIS for assistance was 02/11/2014; previously the customer had taken the unit to an ASP on 07/19/2013 with a repair being set up the same day. The next time the customer called into TAIS since the repair was on 02/11/2014. TAIS advised the customer that considering that the warranty expired on 12/20/2013 the customer was informed that any repairs and or technical assistance is now their responsibility. If the customer has any type of question concerning the repair from the ASP (CPU Computer Repair) they would need to contact them directly at ###-###-####.At this time we consider this matter closed.

Review: Computer sent to depot for repair. Someone without my authorization or being notified sent my computer to California. Went over a month without a computer. They sent me a replacement that didn't function. Now I have no computer still(2months).I had to go and buy another one myself. All calls are routing to the Philippines for the poorest service you can receive. Nobody cares about anything poorest unethical business practices I have ever received. Shame on Toshiba.Desired Settlement: Full compensation of my stolen computer and compensation for loss of not having my property for months.Compensation for being lied to and misled. Compensation for my wasted time contacting and talking to Toshiba for over 9 hrs.Compensation for being hung up on.Compensation for physical and emotional distress caused by Toshiba.Compensation for not receiving emails as promised.Compensation for not getting phone calls as promised.Compensation for fraud practicesandbeingforcedtobuy another computer.

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 representatives

from our order desk department and processed a replacement, however the one the

our customer received has some issues with the keys and our representative will

set up a VIP repair for the unit and it will send to our Toshiba engineers to have

it repaired. At this time we consider this matter closed.

Review: The new Toshiba [redacted] Laptop I purchased Dec. 2013 has a defective AC power cord right out of the box, part of the coiled cord is fused together and cannot be unwound fully without damaging the cord. Repeated calls to Toshiba to have this defective part replaced were unsuccessful. Toshiba requested returning the entire Laptop or placing a $100 deposit to exchange power cords, both options are unacceptable to just replace a defective cord.On 01/10/14 I spoke with their rep [redacted] (13:34ct) and then the supv. [redacted] (13:48ct) and neither had a viable or acceptable option for just replacing this defective part simply or at no cost to me. I also suggested I return the defective cord and then they could send me the replacement, but they would not agree to that option. So far their customer service has been unacceptable.Desired Settlement: It would simplify this warranty part replacement request for Toshiba to send me the new power cord at no cost or have me send them the defective part first, either way would be acceptable to me. Otherwise I will return this new Laptop for a full refund and then have no further dealings with Toshiba products.

Business

Response:

A TAIS representative was in contact with the customer on 01/16/2014. TAIS has apologized for any inconvenience and will be providing the customer with a new replacement A/C Cord Set at no cost. The accessory will be delivered to the customer via [redacted]. 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.

As of 01/17/14 I have received a replacement AC cord from Toshiba, the section which was defective originally. It appears this replacement cord section is functioning normally so this resolution is acceptable, at this time consider this complaint resolved. Thank you for your assistance.

Regards,

Review: In April, 2014 I purchased A Toshiba Canvio external hard drive. The drive was faulty and returned for replacement 6 weeks later. Despite dozens of email reminders no replacement was ever received. No longer requiring the drive I requested a refund in September. Toshiba America Information Systems has agreed to a refund but refuses to mail to a Canadian address. Despite dozens of emails there has been no resolution to this issueDesired Settlement: A complete refund of the amount paid. US $218.04 (original purchase price including taxes, excluding shipping)

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer‘s request for refund was approved. However, our customer needs to provide a U.S mailing address to release the refund amount. If the customer has any questions or concern they may contact Toshiba Acclaim support at 888-592-0944. At this time we consider this matter closed.

Consumer

Response:

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

I have provided Toshiba with a valid mail address. Their insistence on me acquiring a US address to receive a refund is wholly unreasonable.Indeed, they have been unable to provide any reason, other than "this is not our process". Requiring me to obtain a US address a considerableburden and needless exercise given the many simple methods available in providing a refund.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund for the Toshiba Canvio External Hard Drive can only be released to a valid U.S mailing address. . If the customer has any questions or concern they may contact Toshiba Acclaim support at ###-###-####. At this time we consider this matter closed.

Review: On Sunday 7/6 my 7 month old Toshiba Satellite L55t-A5290 laptop started to extremely overheat out of the blue. I had been using it that day and was in the middle of using it when I picked up to move it and burnt my wrist on the corner; that’s how hot it was. I immediately turned it off and let it cool down and when I restarted it later, the overheating occurred within 1-2 minutes of start up. The laptop was is perfect condition- no scratches, dents or dings; I had had no issues with it, had not loaded any additional programs beside Office.

The next day (7/7) I called Toshiba support and started the process to send the laptop in for repair. I had some questions about the process which the first rep could not answer so I was sent to a case manager-Chester. At this time I was again asked about the laptop burning me. I again stated that I was not severely burnt; the laptop just left a red mark and I was merely trying to convey how hot it was getting. We continued to discuss the repair process and how long it might take to fix my laptop. I was advised that it was advantageous to pay for the pre-paid insured shipping box through Toshiba and that this would insure the care/handling of my laptop during shipment and protect against any damage. I received an email after the call to complete the process and wait for the shipping box to arrive.

On 7/22 I received an email saying that my laptop was received by the depot and then later that day another email stating that the repair could not be completed due to physical damage. I immediately called the customer service number back and asked to speak with someone to discuss this issue. Once I was able to connect with a customer relations supervisor- Bernard- and over the next 2 days- I was only able to be informed that the depot stated my laptop touch screen was damaged and that I would need to pay $400 plus to have it fixed- this information was repeated to me several times. I told Bernard that I needed to have this damage explained and shown to me as I did not send a damaged laptop in. He finally was able to get me pictures of my laptop which showed a cracked screen- this was not how my laptop left my possession. This now began a week of calls with Bernard and then his manager- [redacted]- going back and forth try to explain that I did not send in the laptop in that condition and someone needed to address this. My last call with Rachel on 7/25- resulted in her focusing solely on my “burned hand” and saying that my ticket should have never been processed as it was and should have been sent to “Special Handling” as is the process with any injury related claim. She now was insistent that I needed a “medical certificate” from seeing the doctor for my burn and pictures and that this was the only way my laptop would be fixed. Again, I told her that I didn’t see a doctor nor was I advised that I should document or photograph my wrist at the time of the call and at that time the red mark was gone. And also that this was no longer the issue because I did not damaged my laptop so the repair needed to be handled/addressed by the depot and Toshiba. She promised me a call from someone in Special Handling on Monday 7/28 that would then process this claim to fix the laptop.

By Tuesday I had still not received a call so I dialed the customer relations number and asked to have my case looked into. The rep said that Special Handling had opened my claim and I was again promised a call within 24 hours. I did not hear from anyone until Thursday 7/31 of that week when [redacted] called me- he was very argumentative and condescending from the moment he called. He told me – as everyone else had been blindly repeating- that my laptop had physical damage and it was my responsibility and they would not fix it. I told him that I did not send it in like this and they needed to investigate their customers claim and what I was telling them. I asked about the “Special Handling” claim I was previously advised of and he sharply stated that that was no longer of any use and did not discuss it any further. He told me that my laptop was being shipped back to me unrepaired and that was it. He finally asked if I had any pictures of the laptop prior to shipping and I said that my mother had taken some. He asked that I email them and he would follow up. The next afternoon (on 8/1 at 2:19pm EST) I received a call from [redacted] thanking me for the pictures; that they were very helpful and he told me that he had good news. He told me that my laptop had been repair and all damages were fixed. I questioned him on this several times as I was told it was shipped the day before and he told me at that time it was not repair- so how was it now all of a sudden fixed? He said that the depot had fixed it and he was sorry for the confusion but he ensured me that it was repaired and that I would be receiving my laptop as if it was brand new. I asked him if this meant that they were acknowledging the fact that I did not damage my laptop and he replied that yes, what I said was true. He again promised me a completely repaired laptop- which I was still expressing confusion about- so he told me to call him back when it came if I had any issues.

My laptop arrived later that afternoon- with a cracked screen. I immediately called the number he gave me and asked to have [redacted] call me right away. He asked me what the matter was and wanted to know if the laptop was function. I told him it didn’t matter if it was functional- it was broken and unrepaired- something he had promised me. He was speaking in an unprofessionally loud voice and was very argumentative and condescending. He told me that I needed turn the laptop on to see if the overheating issue was still present. At this point, the laptop would not even turn on. I asked him how he was going to resolve this and he told me that he needed to follow up with the depot to see if they would repair it and that the physical damage was not covered. We then got into a discussion about the fact that he had just told me it was repaired and I had provided pictures so I expected him to honor his statements. At this- he started to get very angry and was speak even louder. He ended the conversation by asking me to put the- broken and unusable- laptop aside and not use it and wait for him to call me back.

On Monday 8/4 I received a call from [redacted] stating that the system was incorrect when it displayed the laptop had been repaired so that this information was incorrect and the physical damage was out of scope and they wouldn’t deal with it. I asked about the pictures of the laptop that were taken the day of and day before it was sent- and he claimed they weren’t clear enough. (This is preposterous might I add) And then again, I stated that he promised me that my laptop was fixed and he should honor that. He sarcastically told me that we could be on the phone for 8 hours (direct quote) and it wouldn’t change anything. I had his apology for providing wrong information but he didn’t need to live up to it. And that was that. After 2 weeks of being given the run and not being listened to and basically being called a liar; I was promised a service and then denied it. Even after I had provided evidence that I did not damage my laptop.

I have an email from the depot stating that the overheating issue was most likely due to a damaged internal cord that connected the touch screen to the mother board and that this was covered by the warranty. This (warranty covered) part has gone unrepaired and my laptop that was otherwise, in perfect condition, now has a cracked screen and will not turn on. I have been sick to my stomach since this whole ordeal began and have ended almost every call in tears. I cannot believe the way I have been spoken to and how my concerns as a customer have gone ignored.Desired Settlement: Honestly at this point I would like a new laptop but I just want one that isn’t broken. I did not damage my laptop, so at the very least, it should be completely repaired at no cost to me. And an apology for the way I have been treated would be nice.

Business

Response:

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