Toshiba America Information Systems Inc

I was having a problem with my computer after downloading a program. The woman told me that my warranty was up so I would have to pay for their services which I completely understand. I am a poor college student with two boys living in a low-income apartment which was what I told her. The lady then proceeded to ask me how I could afford the internet. I told her that I didn't think she was allowed to ask me that, but that I have to live on my school loans to pay for the internet. I ended up fixing the problem with the help of friends. $159 for them to push two buttons on a remote? I don't think so. I also can't believe she had the audacity to ask me about my personal finances when I clearly stated that I could not afford it.

Review: I purchased a Toshiba Satellite S55T-A5379 laptop at the end of October 2013. By April of 2014 the black covers for the screws had come off the screen. In May I took the laptop back to Staples, where I had purchased it, and their technician said "the hinge is very loose and the screw is coming out This is a manufacture defect/design flaw and should be covered under the warranty". I called Toshiba Warranty and explained what Staples had said and that the screws were coming out of the screen. I was told that it was covered under the warranty and I had to pay 29.99 to mail it to the "Toshiba Depot Center" and this would take 7 to 10 days! I called Toshiba to see if I could take it to a local authorized repair center and was told yes, only to find out that the local repair facility could not take the Satellite laptops and they had to be mailed to the Depot Center. The Depot Center said the whole top part of my laptop had to be replaced and that it wouldn't be covered under the warranty. They are saying my laptop was physically abused, however there is not a scratch or dent on it and the touch screen works and is not cracked or damaged. The Depot also stated to me they didn't know what would cause the screws to back out of the screen and they weren't allowed to take my laptop apart. I didn't authorize any repairs and had the Depot Center return my laptop. When I got my laptop back and opened it up, I did not receive it back in the same condition that I had mailed it. The screen is cracked in 2 places, which is new damage caused either by the Depot Center or in shipping. However Toshiba Customer Service informed me they would not cover the new damages because it had been sent to the Depot Center for a hinge repair. I read the warranty and the warranty says cosmetic damage is not covered and says nothing about physical damage. Screws coming out and a loose hinge is an engineering and design flaw, poor workmanship, not physical or cosmetic damage.Desired Settlement: I want my laptop replaced with a new, not refurbished laptop. I have never had a hinge or screws come out of a laptop before. Customer Service with Toshiba is very poor and gives you the run around. If my repair was covered under the warranty, then they shouldn't have had me pay to send it to the Depot Center for repair. A customer shouldn't have to go through all this mental anguish and anxiety to get something fixed. I could understand if my laptop was in poor condition and had actually been physical abused, but it still looks brand new, or at least it did before it went to the depot center. Now it has a cracked screen in addition to a defective hinge.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer already spoke to one of our representative form CEO department and they already provided a solution sending in the computer to our repair facility to have it fixed, at this time we consider this matter closed.

Review: Warranty is current until November 22 2014, they continue to ask for a credit card number stating that it is a software problem , which I do not know how they would know this not looking at the problem.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer already spoke to one of our representatives from corporate and her issue has been taken care of, at this time we consider this matter closed.

Review: Toshiba Satellite® L55 Laptop Computer With 15.5" Screen & 4th Gen Intel® Core™ i3 Processor, [redacted]

The hinge on the right hand side broke within a 1-2 months after we purchased it. These hinges hold screen to the body, and with these broken, laptop does not latch properly. This is brand new laptop and we still didn’t remove the plastic around the screen. There is not a single scratch or dent on body. We contacted Office depot and they transferred me Toshiba. We contacted the Toshiba customer support they said this is not covered under warranty.

We did not break it. We did some search and found that this is manufacture issue. Some other customer provided review on Amazon on November 26, 2014 and reported similar issue.

This is not our fault and this is manufacture defect and this should be covered under one year manufacture warranty.Desired Settlement: We want either repair of product, or full refund on purchase.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we can process a repair to his computer by sending the unit to our Toshiba Engineers to check the issue and have it fixed. Our customer agreed to that. Advised our customer, if he has questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Review: I bought a 50' inch flat screen TV May 2013 for $1,670. I am on social security and disability. There have been diagonal lines across the screen, the color has been going out, and channels aren't coming in clear. Text is blurry too. I called the company about the problems with the TV and they said they would repair it only. I have been waiting for 2 weeks for the tech to come out and repair it but no one has called or showed up. They will not replace the TV either. I told them I wanted a new TV because it is under warranty. I have spoke with Jerome and he is trying to get me to get Direct TV saying he has a special package just for me. They then ask me for my e-mail and I tell them I do not have an e-mail. I am getting the run around. For the part, I was told it could take 3-5 days from one agent, 7-10 by another. Now I am told it is on back order and on its way.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I just want to replace the TV.

Business

Response:

A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any inconvenience. The customer informed TAIS they have returned the TV to the reseller where it was purchased. At this time we consider the matter closed.

Review: I recently purchased a [redacted] DVD/VHS Recorder through [redacted] for $156.53. When I received the unit, it immediately malfunctioned and chewed up a 1997 home video. Since it was "opened", I couldn't return it through [redacted], therefore, I attempted to contact "Toshiba". I went to their website and had a live "chat" with one of their support specialists ([redacted]. He gave me a link that included a mailing address to print out to send my unit back to Toshiba (Which cost "ME" another $24.56) and supplied me with a page that gave me "two" options. Option 1 was to return my unit for a replacement of the same unit (which I didn't trust or want anymore), or option 2, which is go to [redacted] and choose something else comparable to price with a coupon code ([redacted]) which they emailed to me upon receipt of the malfunctioned unit. There was no option for a simple refund to choose, and I "had" to choose one of the other choices. Upon receiving my coupon code, I browsed the [redacted] site, but didn't need, and wasn't interested in any of their offered products for replacement. I called their customer support line only to find out that Toshiba "Won't" give me a simple refund of my money for their faulty equipment. They said they would "only" if I had replaced the bad unit with "another" malfunctioned unit, in other words, "It has to happen twice" for them to consider giving me my money back. I don't know of any other business that won't accommodate their patrons with a refund after taking that patrons money for a jinxed piece of equipment. So, I'm out a total of $181.09 unless I spend it on something/anything that I don't want or need from "Their" company (exclusively).Desired Settlement: All I'm asking for is what I've spent on this aggravating situation which was no fault of mine, aside from trusting the Toshiba brand. I spent $156.53 on this unit, and another $24.56 sending that unit back to them. None of this should have happened with a quality product, or at least some "common sense" customer support policies. Total expenditures: $181.09. Please Help Me! Sincerely, [redacted]

Business

Response:

A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience. [redacted] has informed the customer a refund is only provided if the product has been discontinued or several replacements have been provided that did not work. The customer is able to use the code provided to purchase any product available for the replacement at Toshiba Direct. The customer may directly contact [redacted] at [redacted]. At this time we consider this matter closed.

Consumer

Response:

Apparently Toshiba doesn't care much about their reputation. I assure you that their stance on this issue will only add to that negativity if a simple refund for their returned malfunctioned product isn't issued. Again, there is "nothing" on their ToshibaDirect website that I am in need of. Offered on that site is two dvr's. The malfunctioned one that I purchased, and a less expensive one. I chose Not to jump through the same hoops again with the Same product after it Ruined one of my 1997 home movies. Why would I take that Same gamble again with the Same product? I do not need a laptop, a TV, or anything else of their offering. This business practice holds the patron's money hostage, and is not good for business, I assure you. Regardless of their unknown (at the time of purchase) and very uncommon policy, I ask for reconsideration before any more of Toshiba's credibility is strained. At this time we consider this matter Wide Open.

Business

Response:

A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience. [redacted] has informed the customer a refund is only provided if the product has been discontinued or several replacements have been provided that did not work. The customer is able to use the code provided to purchase any product available for the replacement at Toshiba Direct. The customer may directly contact [redacted] at [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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is now well documented that Toshiba Corporation has refused to refund money owed to me for a malfunctioning unit offered through [redacted], while in turn, forcing me to settle for a bill of goods I do not desire. While I do not possess the wherewithal for legal action, I will use "every avenue" of social media at my disposal to forewarn as many as possible about Toshiba's stand and their "screw the customer" policy. I will use their so-called "coupon" to at least get another piece of their junk for the money I cannot recover from them, and in the end, they will have lost much more than I will.

Toshiba, You had your chance! Thanks for your Robo-reply. Very Classy!

Sincerely,

Review: This letter is a complaint against Toshiba On-site Repair Department and their [redacted] contractors for contract fraud and bullying. A service order was issue by Toshiba to repair a [redacted]. When [redacted] the technician who spoke minimum English arrived, he brought two speakers and a motherboard. As he dismembered each part of the computer on the table, I noticed he turned the unit over and began pressing firmly on sensitive areas of the unit. It appeared he was unfamiliar with a [redacted]. While observing his handling of the unit he was ask, "Should you be pressing like that?" He did not respond and continued to press; shortly thereafter-cracking sounds were apparent. After closing the unit, I asked him to test everything. It was brought to the technician attention the speakers were not sounding properly, certain keyboard buttons were sticking and the power cord section was shaking. He told me to call corporate, request another on-site repair service, and order the additional parts he had to get to another appointment. The tech was more interested in getting to his next appointment for payment. This was unacceptable. After his departure, I examined the excellently kept [redacted]; the speakers were non-functional, keyboard buttons were sticking, screws was left on my table, screw covers were missing and now the LCD monitor had multiple yellow streaks. Toshiba corporate was notified to make a complaint concerning the service, non-communicating skills and damage the technician had caused, they dispatched another technician; name [redacted]. This technician knew of the previous technician and additional complaints concerning his past work. After his examination of the unit, he determined the previous technician did not replace the [redacted] Speakers with subwoofer, several screws and covers were missing, and internal speaker wires were not reconnected and damage to the harass cable. As this technician began replacing multiple parts, he noticed the yellow streaks in the screen. However, his concern was also getting to his next appointment. Instead of directly contacting the proper department, he informed me to call the technical line myself because he did not have time to wait on the telephone. In disbelief, I contacted the [redacted] 800 number informing them a complaint will be file with the Toshiba corporate office concerning the service received; a woman urged me not to contact Toshiba corporate because she would handle the complaint. Two weeks past and she never called. It became apparent; this service company was collecting a check as a contractor for Toshiba and not servicing the Toshiba customers properly along with covering for their inept technicians. After contacting the Toshiba corporate, a new set of technicians were dispatch and more parts were replaced. A technician named [redacted] noticed the motherboard Toshiba shipped appeared not to fit properly referring to never seeing a motherboard with the power socket attached. He notice-missing screws, covers, and failing parts shipped by Toshiba. This technician told me to call and have the additional replacement parts sent. After this tech came out on a Tuesday by Friday the computer had multiple yellow streaks, power cord socket wasn't properly working and monitor was black, battery socket, keyboard buttons were difficult to press and the speakers were non functional. On Saturday, this customer of Toshiba drove fifteen miles to the technician's office. He stated multiple internal problems with the parts Toshiba was shipping. In addition, the following parts needed to be ordered a new battery, a power cord, another motherboard, another LCD monitor, and a harass cable to repair the yellow streaks. The first technician name [redacted] handling of the computer created these problems; you do not manhandle a laptop and continue forcing a part in place especially when cracking sounds begin. Once again, Toshiba corporate and the representative handling my case confirmed I possibly qualified for a new unit under the service net plan. After contacting the service net department the supervisor [redacted], shifted the blame onto Toshiba; then Toshiba shifted the blame on the service net department. [redacted] reviewed the original technician handling of the unit and suggested a new unit due to the fact Toshiba sent out an incompetent tech that damaged the unit. He was going to discuss with Toshiba. The problem [redacted] never reached out to me after waiting for him to obtain a new replacement for two weeks. On November 22, 2013, a message was left with the Toshiba corporate representative; the representative contacted the service net department then told me not to deal with them any longer. It was apparent the Toshiba representative was irritated; shockingly the Toshiba representative refused to honor the replacement of my damaged unit with a new unit, claiming there was not any option but a refurbished unit. Sarcastically I was inform there was not anyone else to address about this problem. Corporate employee intimidation and denigration of a unit is unacceptable when the original tech created the on-going repair problems. This representative had no right to degrade my unit, bully and corner me because of my request for a new replacement unit. I will not accept any Toshiba refurbished garbage. My [redacted] was a stationary unit only never exposed to any damage except allowing these contract paid con artist technicians to damage it unnecessarily. I want a complete refund (unit and 1ST/2ND YR [redacted] + ON- SITE REPAIR FOR NTBK W/2YR STD) or a new replacement unit. This problem needs to be resolved immediately.Desired Settlement: I request a complete refund (unit and 1ST/2ND YR [redacted] + ON- SITE REPAIR FOR NTBK W/2YR STD) or a new replacement unit.

Business

Response:

A TAIS representative was in contact with the customer on 11/22/2013. TAIS has apologized for any inconvenience and has offered to provide a refurbished replacement unit for the customer .TAIS has attempted to contact the customer on 11/25/2013, 11/27/2013, and 12/02/2013 to discuss the specifications of the available unit and to proceed with this replacement. The customer may contact TAIS directly at [redacted] to discuss this option. 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.

TAIS deliberately lied concerning making contact with me; in addition giving false dates. Toshiba sold a fraudulent repair service and

then their technician damaged my unit. Anyone who is

sending multiple technicians' out and addressing the same problem something is

wrong. Their offer is unacceptable and apology is condescending.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 11/22/2013. If the customer is not happy with the Onsite service that was

purchased, that would need to be addressed with whom the extended warranty was purchased through. The customer had a functioning unit from 03/07/2012 until the first repair which was 01/03/2013. Being as the customer had 10 months of use of the unit, a refurbished unit is what would be offered for the replacement. TAIS has attempted to contact the customer on 11/25/2013, 11/27/2013, and 12/02/2013 to discuss the specifications of the available unit and to proceed with this replacement. Voice mails were left for the customer being as the customer was not available. When the last conversation was held with the CEO agent, the customer asked the agent to find a comparable model and contact her. The agent as attempted to do so and had to leave the voice mails. The customer may contact TAIS directly at [redacted] to discuss this option. At this time we consider this matter closed.

Review: I purchased Toshiba laptop S55t-B5233 from Costco in August of 2014. This december the laptop cooling system stopped working resulting in overheating of laptop and ultimately cracking the screen. However Toshiba considers screen cracking as a physical damage and asks that I pay $490 to repair the screen damage although the damage is a result of cooling system failure. I was charged for shipping to send the laptop to repair facility and they only fixed the cooling system issue and would like for me to pay for the screen cracking. I am concerned that this is a defective laptop and could result in physical injuries.Desired Settlement: I would like for the laptop to be replaced or refund my money.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 12/30/2015 in our repair facility and determined with a broken touch screen, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed our customer regarding the issue of overheating that the CPU fan on the unit is working the problem is the sensor that causing the Cooling system message. Therefore, the laptop is not overheating. At this time we consider this matter closed.

Review: My computer has displayed a defect after two months of extremely light use and the warranty is not being honored.

I bought a Toshiba laptop from [redacted] in [redacted] on 2/1/15 for $201. The product number is [redacted] and serial number [redacted]. Half of the computer screen ceased to work after two months on approximately 4/2/15. My ticket number with Toshiba is [redacted]. [redacted] (who would not take back because it was past 14 days) said that it is a defect and it is some sort of connection issue with the screen. There is no damage and no damage has been done to the laptop. It is in pristine condition. I have been told that the issue is not covered under the warranty. It will cost $390 to fix. I have been told by Toshiba that there is no one that I can speak to about this issue and that they get calls on issues like this "all the time." It seems as if NOTHING is covered under the warranty.Desired Settlement: I would like a refund for what I paid. I paid $201 and I do not wish to get a replacement. Clearly, it is an inferior product and I wish to never buy a Toshiba product again. They have terrible products and customer service that is even worse.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

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

advised that the computer needs to send to our depot repair facility for

further diagnosis. Our customer agreed and accepted that offer. Our customer

will receive an email notification to complete the repair order. 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 was contacted by a Toshiba representative. They called late last Friday afternoon. I was questioned about the computer. I got the impression that the questions asked implied that I have misused the product. I was told by a repair center associate that the warranty basically assumes the consumer has misused the product and they will be charged. The warranty is not often upheld. My worry is that I am going to send in my laptop and they are going to say that the computer was been dropped, misused, etc. and I will be responsible to pay the repair cost. The repair cost is twice the cost of the laptop.

Review: On Jan.27th of this year I purchased a Toshiba Laptop.It worked until March 18th. From then on it had to have the Hard drive deleted 3 times. After at least 6 phone call to the help center in the Philipines,I was told the Computer had to be sent somewhere to repair at MY EXPENCE. I said NO. I paid for it and I want it to work as it should ! I no longer want this piece of #$%^%$#@.I want a new one or my money back!Desired Settlement: Replace this one with a new one or refund the full purchase price of 250.- $.

Business

Response:

A Toshiba

America Information Systems (TAIS) representative has been in contact with our

customer via email. TAIS has apologized for the inconvenience our customer has

experienced. TAIS offered free shipping to send the computer to our repair

facility. TAIS has informed our customer how to complete the order online, for

him to receive a box together with the packing slip that he can use in sending

the unit to our depot repair facility. Our customer completed the order last

04/06/2015. If the customer has any questions or concern they may contact us

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

Review: 7/12/14 - Placed order# [redacted] (Toshiba Satellite P75-A7100)(Refurb CORE I7-4700MQ/17.3 FHD 300/750GB-54/8GB/72).7/14/14 - Order shipped FedEx est. delivery 7/18/14.7/18/14 - Order rerouted back to shipper at their request. No reason provided. Contacted Toshiba Direct and was informed rerouted laptop was an error and the laptop would be reshipped once it was received.7/22/14 - Package returned to shipper (Toshiba Direct) in Irvine, CA.7/24/14 - Contacted Toshiba Direct about when laptop might be reshipped. Informed once box was opened at the warehouse, it would not reship. Told I would receive full refund. Informed that no one at Toshiba Direct had ordered FedEx to return laptop.7/25/14 - Received full refund.7/28/14 - Called Toshiba Direct to find out why my order wasn't honored. No reason provided.Desired Settlement: I would like to complete a transaction for a Toshiba Satellite model# P75-A7100 or similar model at or near original price on order# [redacted]. Thank You.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.

Review: My complaint is regarding my battery warrantee. I sent in my battery for a warrantee issue around dec 27 2013. However the battery I received as a replacement was defective/used. I realized it was defective because #1 The batter had 5% battery life when I put it in the laptop, and usually a new battery would be at 100% and #2 When the battery was fully charged, it only lasted 45 minutes till it died.As soon as I noticed this, I called Toshiba and told them to send me a NEW battery that isn't defective. They said it was too late. But I did not realize the problem immediately because upon using the laptop, I usually had it plugged in and didn't notice the problem just yet. They said that the complaint department would call me, but its been 2 weeks and they still haven't called. So I called into Toshiba again because of the lack of call. I spoke with [redacted](#[redacted]). She was very rude and her attitude was very aloof. I was being very calm and polite. I explained to her the problem and also told her that I was supposed to get a call from the complaint department but she acted very cold and disinterested. I then asked her to speak to her lead but she would not allow me to. I felt that [redacted] was being very difficult and was giving me a hard time. This is one of the worse customer service I have ever dealt with.Desired Settlement: I am simple; I would just like a replacement battery for one that is brand new and not defective.

Business

Response:

A TAIS representative was in contact with the customer on 02/27/2014. TAIS has apologized for any inconvenience. TAIS has offered to provide the customer with a one-time goodwill battery for the unit. The customer has accepted and the order desk will be sending out the battery via UPS. 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: On August 27 2014 I went to plug the adapter into my computer to charge it. Upon doing this I heard a crack from inside the computer. At first I didn't know what happened, I then realized my computer was not charging. I looked at the charging port on the side of my computer and noticed it had fallen into the computer. I called ###-###-####. I spoke with a representative and was told that the repair would not be covered because that it was "physical damage" that caused the breakage. I asked her what she meant by physical damage and she told me that it was a result of me using to much force when I plugged the charger into the computer. I disputed this claim and she told me that she could help me with disputing the warranty and that I needed to call repair services and they would be able to answer my questions so I called the number she gave me ###-###-####, this was the wrong number. I called back and another representative gave me ###-###-####. The lady I spoke with said the dept was out of warranty repair services and she couldn't help me. So I ended up calling the first # again after being told again the problem won't be covered under warranty I asked to speak to a supervisor. I was told one wasn't available that one would have to call me back I refused that option and demanded to speak with a supervisor I was finally transferred to a supervisor the supervisor then transferred me to a case manager. He offered me the option of sending my computer to their repair dept to have them check to see if it was physical damage. I asked if they were going to repair it because unless their repair service was sitting next to me when I plugged it in then theres no true way of knowing if I caused the damage. I explained that it was their company who welded the piece onto the motherboard so how did I break it. I told him I don't appreciate their company implying that I to stupid to plug in a computer and that physical damage is just a catch so they don't have repair itDesired Settlement: I want them to repair my computer. I did not cause the damage, I know how to plug in a computer I've had this computer for 10 months and have been plugging it in with no problems. I feel they are using the "physical damage" clause to get out of having to fix the prong that was solder to the motherboard by their company.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer has a physical damaged and any accidental or physical damaged is not covered by the standard limited warranty of her computer. Our customer can contact Toshiba repair services at [redacted] or they can bring the computer to any authorized service provider near to her. At this time we consider this matter closed.

Review: I purchased a laptop computer in August 2014. The computer's cooling system failed in February 2015. As it was still under warranty, I contacted Toshiba on February 11, 2015 to schedule a repair. It took me three phone calls to their customer assistance line to even get someone to authorize the repair. I was advised that the repair process would take 7-10 business days. It is now March 13, 2015, and my laptop still has not been repaired. After three additional phone calls (totaling hours of time being placed on hold), I was advised by [redacted] (employee ID [redacted]) that they did not even expect to receive the part required to begin to repair my laptop until March 18, 2015. I demanded a replacement laptop due to unreasonable length of time that the repair was taking, and I was advised that was not possible until they received the part on March 18, 2015, evaluated whether or not they could make the repair, and then it would take another 7-10 days for them to review the case and decide if they would provide a replacement. My laptop's cooling system failed only 6 months after I purchased it. I contacted Toshiba to schedule a repair pursuant to the warranty on the product. After three phone calls, the repair was finally authorized, and I sent my laptop to the repair facility in Indiana, as directed. I was advised that the process would take 7-20 business days. After 6 weeks, I had to file a complaint with the Revdex.com because Toshiba refused to return my computer or provide me with a replacement product. They finally returned my computer to me on March 20, 2015. When I started the computer, I noted that the audio was not functioning properly. I immediately contacted Toshiba to try to resolve the problem. When the problem (which was created by the repair department) was not resolved, I was advised that the only resolution that could be offered was for me to again send my computer back to the place that caused the damage in the first place. I have advised the representatives at Toshiba that this is not a resolution because they already attempted to repair my computer, and instead caused more damage. They refuse to issue me a replacement computer or provide me with a refund of my purchase price and the cost of the failed repair attempt.Desired Settlement: Refund-Cash Replacement laptop to be delivered to me immediately.

Business

Response:

A Toshiba America Information System

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

After purchasing a Toshiba laptop around 2 years ago, I finally decided it was in need of a Reformat. The laptop itself wouldn't allow me to create a recovery disk, so I googled answers and everything said I needed to order one from Toshiba itself. I did so directly. It wasn't until AFTER the payment had gone through that I was informed of the 7-10 Business day shipping. I didn't want to wait that long so I went directly to Microsoft, Purchased an upgrade to 8.1 Pro and Installed that. The next morning (since I had placed the order online at around midnight) I called and asked to cancel the order. There response (after sitting on hold for 45 minutes and multiple re-directs) was "all sales are final". Absolutely unbelievable.

Review: I bought a toshiba c-55a laptop from Best Buy in Dec 2013. It has a year warranty. I went to use my windows media player and it wouldnt work so I called tech support. They took remote access of it and said it had a problem. I said it was under warranty and they told me that the warranty didnt cover that but they could give me another warranty and it would only cost me $159.99. I told them I didnt have that kind of money so they told me I could get a one time fix for $99. I told them I didnt have that because I was on disablility and she said let me get my supervisor. Then she got on the phone and told me since I was disabled that I could get the one time for $69. I told her I didnt have that either and she said turn the computer off and I will call back when you get paid and see then. My son in law got the windows player working but the computer still isnt working properly. I talked to a computer guy and he said it could have a bad hard drive and it should be covered. I just want my laptop fixed. I paid for it and it is under warranty and they wont fix it.Desired Settlement: Get the laptop fixed and it work properly

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.

Review: I was sent a replacement battery b/c my brand new laptop came with a defective battery. Returned the defective battery but wasn't refunded $104 hold.

Toshiba Laptop Satellite [redacted]/ Serial #[redacted]/Order [redacted]/Reference# [redacted]/Case Manager=[redacted]

This situation has been a NIGHTMARE! I have never gone through anything like this with any other company EVER. I bought my laptop brand new, but immediately after the initial use, I noticed the battery life started to decrease with each charge. This brand new laptop came with a defective battery. First of all, the process of getting the battery replaced was extremely difficult. I work in IT so I consider myself pretty technical so in addition to researching online, I knew the battery was defective. I mentioned this to the tech but they insisted I go through their steps which I had already attempted. Overall after multiple calls and hours of failed attempts to rectify the issue, they finally agreed to ship me a new replacement battery. The tech took care of everything over the phone and also shipped a return postage for me to ship the defective battery back to Toshiba.

In early November, I noticed a $104 charge to my credit card, which was what reminded me to return the battery, which is what I did. After 3 weeks and still not seeing the $104 charge refunded, I decided to call to get an update the return. Again, it was extremely difficult to reach the correct department and after getting forwarded multiple times, I ended up talking to [redacted], the case manager. Being very frustrated, after nearly an hour on the phone with [redacted], where he kept repeating that the package has not arrived, he continued to insist I contact UPS to find the tracking number of the package. Again, the tech who originally assisted me ordered the replacement battery, and sent the return postage. Besides an order confirmation sent to my email, I was not provided with anything else, so how I am supposed to track down the tracking number if Toshiba purchased the return postage. [redacted] continued to insist that I contact UPS but I advised him that Toshiba should have the tracking number. He then informed me he would forward the case to another department to try to get my $104 refunded.

Two days later, [redacted] called me back and said they will not be refunding my money because apparently the defective battery had to be returned within 30 days. I kept pleading with him, that I was not notified that the battery had to be returned within that time frame (not on the phone, nor by email). With any right business, shouldn't there have been some kind of reminder either by email or phone stating that the battery needed to be returned. Again, I only received ONE email and it was an order confirmation email; no instructions. So now I was charged $104 for the battery, and I sent the battery back, shouldn't I be entitled to at least get another battery since they're not going to refund me money? I tried numerous times to see if there was any other alternative, but it was like I was talking to a robot, like he was reading from a script. With everything I said, his same response would be that he's sorry, and there's nothing he can do because it had already processed. Really? With any business, you can always reverse a transaction. It was like he was making things up as he went along. I then asked to speak to his manager, which he refused to forward my call. He then stated that it was him that makes the final decision on these cases. However, only two days prior, he said it was another department which will make the decision. To summarize, a $104 hold was placed on my credit card pending the return of my defective battery. I returned the battery but they won't refund my money.Desired Settlement: All I was is my money back for the battery that I returned. This whole situation has been a nightmare, with the horrible support process to the ridiculous warranty, and on top of that their unreasonable and unhelpful case manager, [redacted]. I definitely will never purchase another Toshiba brand item and will make sure this is heard via all routes of social media. If this unfortunate situation cannot be resolved here, I will have get my lawyer involved.

Business

Response:

A TAIS representative was in contact with the customer on 12/05/2013. TAIS has apologized for any inconvenience. The new battery was delivered to the customer on 09/19/2013 VIA UPS tracking number [redacted]. The defective battery was received on 11/13/2013 at [redacted] VIA UPS tracking number [redacted]. The defective part must be returned within 30 days of when Toshiba ships out the order, (the defective battery would have needed to be returned by 10/19/2013), and since the battery was not received by that time the hold became a charge. We no longer have the defective battery being as when the batteries are received they are recycled. 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 definitely do not consider this a closed matter. What kind of horrible customer service is this? How can there be no other options besides me losing the $104? And you just saying this matter is closed???

Review: My company purchased 2 laptops that were put into service on 11.13.13. After 1 year and 1 month of little usage one of the laptop batteries is defective and needs to be replaced. Upon further research it is noted that this specific model of laptop is known for issues with the battery. It is noted that the laptop has a 1 year warranty, but since the battery is an ongoing issue and is defective, I feel Toshiba should offer me a discount for the purchase of a new battery to replace the defective one. I have contacted Toshiba customer service on 1/9/15 and was on the phone for over 1 hour and was promised a return phone call to reach a resolution. Case #[redacted], case manager [redacted]. After receiving no return phone call, I called again today 1/13/15 and spoke to [redacted] and [redacted] who insist they are unable to help me with a resolution.Desired Settlement: Since I must purchase 2 laptop batteries due to the manufacturer defect, and Toshiba is unable to provide me with a discount or fair resolution to the problem so that I can purchase 2 new batteries from their company, I would like a refund for a portion of the purchase price for the new batteries.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period.

How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited

Warranty Period”). The Limited Warranty Period for the rechargeable battery included with the

Product is one (1) year from the date of your purchase.

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.

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 laptop is one month out of warranty and has had limited use by our employee. A laptop battery has a useful life of approximately 2 years not 1 year and 1 month. The battery supplied by Toshiba is defective.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period. The computer Satellite C55 Model # [redacted] did not find any defects or part defects based on the standards of the unit. The problem acquire outside the Standard Limited Warranty and in accordance of the warranty 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.

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.

See attached original purchase of laptop and related computer technician bill for setup. Our company purchased 2 of these laptops on the same date and put into service at the same time. Only one is experiencing battery issues currently. The laptops were not put into service until after 11.13.13. They are used sporadically and not daily. A laptop battery's useful life is expected to be 2 years or more not 1 year and 1 month thus indicating a defect in the product. As I have asked before, I would like Toshiba to provide a discount or reimburse me for the purchase of a new battery due to a defect in the original one.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period. The computer Satellite C55 Model # [redacted] did not find any defects or part defects based on the standards of the unit. Our customer has informed that the battery life is consumable it will last depending on the usage. The problem acquire outside the Standard Limited Warranty and in accordance of the warranty 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.

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 business's response was not an offer of resolution. Only the same statement as I have received numerous times before from them.

Review: Please see link for written complaint. This box is not near big enough to cover this issue.

( [redacted] )

In short, I received a brand new laptop that had a repair issue, and the repair technician caused more problems than I started with. I have been assigned numerous case numbers to no avail and no resolve to this day regarding a ruined expensive brand new laptop. I am a high school student and have been severely neglected regarding this issue.Desired Settlement: Replacement is most favorable, but total cost reimbursement is the only other acceptable option as I will go elsewhere to purchase my own replacement from a company that doesn't treat me so badly. I am not sending it back to repair when it is all scratched up from the first repair incident.

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 case manager and they request another set of pictures of the computer to our customer so they can forward those pictures to our depot repair facility. Currently we are just waiting for the pictures from our customer and they are still investigating on the case. If our customer has any questions or concern they may contact 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.

Wow :/, what a lame,

half-hearted response. Did you even read my 1700+ word complaint?

Does anybody care? I need to send the pictures again? I sent them the

photos 3 times! For some reason, they can't figure out how to open

Jpegs and Png files, which are pretty basic picture formats. However,

I did send them all again yesterday ( September 17th, 2015

), and said if they don't work out this time, they need to let me

know immediately, not wait until I call again in a few days since no

one ever calls me back when they said they would. Apparently, it

takes a village to “try” to solve my problem. I have not one or

two cases mangers working on it, but four different case managers, a

supervisor, and a depot manger. That, within it self, is ridiculous!

At the end of the day, Toshiba is the one responsible for my problem.

Toshiba sent my computer to a repair facility, (which by the way has

many complaints against them, do a Google search if you are not lazy,

why Toshiba does business with them is beyond me), that was almost

across the country from where I live, risking it getting damage in

shipment, which it didn't thankfully. And, you sent it to a crappy

repair facility that has no idea how to do a repair properly. I

started this almost 3 weeks ago and still no one from the repair

facility has even responded to any of the case managers. Are they too

lazy to write an email or to arrogant to take accountability? Toshiba

needs to fight their repair facility on their own time. Does

Toshiba feel good [redacted] over a kid in high school? I should not

have to call you, you should call me and fix this issue. ASAP!!!

Regards,

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 we can process a VIP repair by sending his computer to our Toshiba Engineers. TAIS will send a free box that our customer can use sending the computer going to our Engineer’s facility. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321.

Consumer

Response:

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

The reason that I am rejecting this offer is because I want

this to remain open until I get my computer back and have time to inspect it, due

to the fact that last time my laptop went in for a simple repair at a different

repair facility came back damaged. There are only two reasons that I accepted

that offer. One of those reasons were that they did not provide me with an

alternative choice, except for rejecting the offer and parting ways. And the

second reason was that it was going to be sent to a different repair facility,

(which was close to my home, I am not sure why they didn’t send it there for

the first repair). When I started this process, the original case managers that

I talked to said that they would provide the best “options” for me to resolve this matter. I already knew what

was going to happen and have told the case managers that I worked with that

sending it back for repair would not be something that I would accept. Fast forward to over a month later, having 5

case managers, a supervisor (who does not take calls), and a depot manager, the

repair facility in [redacted] finally responded and the case manager that I spoke

to told me that the only option you

have is to send it right back to the repair depot, (who lost my computer for a

month and damaged it). Really?! No way was I going to accept that offer. I

rejected that offer and the case manager told me there is nothing else that he

can do but to keep that option available open for a short time in case I

changed my mind and hung up the phone. Wow really?! Great customer service you

have Toshiba. Then about a week later, I was able to talk to [redacted], the Revdex.com coordinator

for Toshiba and ultimately came to an agreement to send the computer to a

different repair facility, which still does not make me happy. It is not fair

that I or anyone else dealing with Toshiba has to go through this ridiculous

process of having to call Toshiba countless times to get a problem that Toshiba

and its repair depot in [redacted] caused, due to negligence, solved. And it is apparently impossible to get a hold

of anyone at their corporate office. The have a ton of people that work at

their corporate office and no one can take a call about a serious matter?

Really?! Are they afraid of talking to me or anyone else that has serious

problems that they caused or are they just so arrogant that they do not feel sympathy

for anyone? I would love to know from someone high up at Toshiba or TAIS, if they

think that my situation and how they treat other people is acceptable in any

way. I will give the repair facility a chance, but honestly, I should not have

to, due to Toshiba breaking promises and my trust so many times before and

kicking me to the curb repeatedly.

Regards,

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 and we TAIS will provide a corrective feedback for those who are responsible for this case. TAIS has advised our customer that we can process a VIP repair by sending his computer to our Toshiba Engineers. TAIS will send a free box that our customer can use sending the computer going to our Engineer’s facility. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321.

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 like the copying and pasting in your responses to me. Wow, you will “provide corrective feedback?”

That really helps me out with my current situation. There are multiply people

involved and it mainly has to do with their superiors that taught them to

handle a case this way, so good luck fixing that issue. Also, the corporate number that is on their

site does not work and you have to have an extension in order to talk to

someone. Every company out there, even

crappy ones such as Bank of America, has a real corporate number that you can

get in touch with someone there and a real president’s office number to talk to

someone about ridiculous mishaps that they caused. Toshiba has none of those, which is insane. This on-going “repair” has been anything but “VIP”! I was told that the repair would take 7-10

business days, but from this repair facility it is no longer than 5 days. At this point of time, the more recent repair

facility received my computer on October 8, 2015. It got updated a few days later saying it is awaiting

parts and the ETA is November 9, 2015. So,

I basically waited a whole month and I checked today to see if there was any

update and at this time, it shows the same thing, see attached photo [[redacted]].

This is unbelievable and extremely unacceptable! I have not had a properly working computer this whole semester of school, (not to mention

it was brand new) which is the fault of Toshiba’s lack of quality it has toward

their products and subcontracting to repair facilities that have no idea what

they are doing when it comes to fixing an easy

problem. Honestly, I am worried about

the new repair facility damaging my computer even more, seeing that the old

repair facility only had to fix a key on the keyboard and end up breaking my

speakers and severely scratching up

my laptop. They are going to replace the

lcd lid that was scratched, which worries me because it is right next to the actual

lcd screen which can be easily broken if they are not careful. I not sure how Revdex.com ratings work, but they should not have an A+ when there is

over 730+ complainants dissatisfied of how Toshiba is handling their problem. It is getting to the point where I am getting

frustrated and looking into other options in regards to getting this settled,

because honestly you guys owe me for all of the time that you have wasted from

my life without having a properly functioning computer for school. This computer, that was brand new, should

just be traded out completely, or I should get a full refund, at the

minimum. I realistically should be

reimbursed “above and beyond” for all of the extreme inconvenience and lack of

respect throughout this whole process.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak to one of corporate representative and was informed that his case will be endorse to our order desk department to provide him 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 replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact us 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I got my new computer today, which makes me happy. I am thankful for the corporate representative [redacted] who looked over the case and helped me get a replacement. I am still not happy that Toshiba put me through a lot of crap, just so that I could get a working computer. They need to change their ways, or they will lose continue to lose costumers, like me.

Regards,

Review: Called Toshiba due to computer not turning on after being fully charged. Company stated I had to pay $169.00 for the repairs, I was advised the computer was under full warranty as it has not been a year since the item was purchased. Repeatedly asked representative why I would have to buy if under warranty and he stated that it would be for the next year, I am still confused if under warranty now, why I would have to pay for next year. I instant messaged the company and was given another number where to call and the same person answered the phone call at this point I found this very suspicious so I have since not contacted. My laptop was purchased on 3/14/14 so the warranty expires 3/14/15 I do not understand why I have to pay $169.00 up front with out knowing what is wrong and if still under manufacturer warranty.Desired Settlement: Either computer fixed due to be under warranty or a complete refund of purchase price of laptop.

Business

Response:

A

TAIS representative has made multiple attempts to contact our customer by telephone

on the following dates 01/13/2015, 01/14/2015; 01/15/2015 however, our customer

has not returned any of correspondence requests. If the customer has any questions or concern they may contact us

at ###-###-####, at this time we consider this matter closed.