Toshiba America Information Systems Inc

Review: I bought a Toshiba [redacted] brand new from Toshiba in August 2015. On December 2, 2015 the screen started to have an issue near the top that showed black bars and horizontal lines. I called Toshiba support to start the RMA process under the 1-year warranty that the [redacted] came with. I sent them pictures of the issue and they never contacted me or called me back like they had said. On December 7th I called back and they informed me that this issue is not covered under warranty and that "Opening the Laptop" could cause this issue which is normal use for any laptop I've ever owned. (Call was recorded with this statement from Toshiba Support). Support then tried to sell me affiliated repair services locally or send to Toshiba out of my pocket and pay for repairs. This [redacted] has never been traveled with, zero scratches anywhere on the device, never dropped, anything and yet this is not covered under warranty. I find this to be a malicious and fraudulent practice of warranty services by a company. The fact that they sell repair services makes this also seem like a bait and switch practice under the veil of uncovered warranty. I was baited to buy a [redacted] with a 1yr warranty and now being switched to actually pay for hardware repairs caused by the manufacturing of the device. CaseID: [redacted]Desired Settlement: I would like a refund for this laptop as I actually purchased this from Toshiba. I will not accept sending this laptop in to Toshiba only to be sold repair services.

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 was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. The LCD display screens on notebook computers are made of two thin layers of glass with dark liquid crystal material in between. The glass is covered on the outside by a layer of plastic. Our customers often feel that there cannot be a broken LCD display because they cannot feel the break. However, cracks in the glass usually cannot be felt because the plastic covering rarely breaks or fractures. Lines or pattern might appear on the screen and also Black “spots”. This can be liquid crystal spilling out of a crack as evidence by the lines showing on the screen of our customer’s computer. Our customer can contact Toshiba Repair Services at 800-438-3910. At this time we consider this matter closed.

Review: I have purchased Toshiba laptops since I was 16 years of age. This is my third one and the hinge that holds the screen up is defective. Now when I open and close the screen, the hinge pushes the bottom piece off of the laptop. There is another metal piece that is supposed to hold it in place, which is loose inside of the case. If I don't shut it the right way I can hear the parts grinding against the fans casing, causing it to vibrate. It's not covered by warantee and it is all over the internet. Further research showed me that this is a problem in almost all of their laptops since 2010. I can't understand how they can blatantly produce these laptops knowing they are defective. They should be giving out some sort of refund or rebate for people like me who are trying to fix the problem that they already know about. It's a blatant disregard for their customers, and it shows what kind of company they really are.Desired Settlement: This laptop cost 600$ brand new. It's a Toshiba Satellite S955-S5166 with 1 TB hard drive and windows 8 home edition. I DO NOT want another Toshiba product, I'd rather put the money towards something hopefully more substantial and better quality.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 12/04/2014, 12/08/2014; 12/09/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: I sent my computer to Toshiba to be fixed the month of November they said they fixed my computer they said it was the mother board that was causing me to get those blue screens I was having on my computer. now I got my computer back on 11-25-13 and it worked for 4 days on the 5 th day my computer started to have a new problem when I'm surfing the internet my screen goes black and if I left click my mouse I get nothing if I right click I get nothing. my power light on my computer is on and my screen is black the only way I can gat my screen back is to manually power off my computer wait 1 minute then power my computer back on and I will be back at my home page now I filed a complaint with the Revdex.com before on this same computer having a similar problem my case # was [redacted]. I would like to know when enough is enough and when Toshiba will stand behind their product and replace my computer with a new one not a refurbished one. there is a lemon law in [redacted] and I believe I have a lemon and this falls under the lemon law. I bought my computer on 9-7-13 out of all this time I have only been able to use my computer about 2 1/2 weeks off and on when it wasn't broke.Desired Settlement: I would like a new one this shows this computer is a lemon and there is a lemon law in [redacted]

Business

Response:

A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any convenience. TAIS is providing the customer a new a/c adapter and power cord. A courtesy work order has been set up for the customer with a shipping label provided if the replacement accessories do not resolve the issue. A refund or replacement would need to be directed to the reseller from where the unit was purchased. The customer may contact us directly if there are any questions or concerns at ###-###-####. At this time we consider this matter closed.

Consumer

Response:

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

I bought a computer of Toshiba on 09-07-13 I sent my first computer back 3 times to Toshiba and then Toshiba sent me a different computer of equal value now I am having the same problems with this computer as I did the first computer I sent my 2nd computer back to Toshiba 4 weeks ago and I keep calling the phone number to there Revdex.com dept who is handling the repairs and that # is [redacted] and the person I been dealing with is [redacted] I have called for the last 2 weeks and left countless messages and no one calls me back. now out of 8 months I have only had my computer for maybe 2 of those months and that is a week here and a week there I am only 7 days from contacting my lawyer and suing Toshiba for the lemon law I own a computer and I had to call my phone carrier and raise my data plane because Toshiba has my computer I think I have been very fair in trying to work with Toshiba in fixing my computer I feel they owe me my $ 694.42 plus the $ 199.00 I paid for the 2 year warranty the last case # [redacted] gave me was[redacted] and Acct # [redacted] on Friday April 25 I am calling my lawyer.

I think I have been more then fare with Toshiba I have done everything they have asked me to do and they have had my computer more then I have and I'm the one who bought the computer.

Regards,

Business

Response:

A 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 informed our customer that his unit is in final testing and if passed all tests it will be shipped out on Monday and offer our customer $50 Toshiba Credit, our customer agreed. The customer may contact us directly if there are any questions or concerns at [redacted], at this time we consider this matter closed.

Review: No repair quality, bad customer service, and I'm required to pay for my operating system and drivers which I suppose to have to run my machine

Lately I post my problem in the Toshiba forum, with the hope to get a solution, but unfortunately, I didn't get nothing, tried to call again to talk to a supervisor, and customer representative hang up on me, he has been very very rude to me, which hurting a lot to be treated like a trash like that. here I will paste a copy of my post from the forum which describe the situation.

NEED HELP for my System Recovery

Since I bought this Toshiba laptop, and I am just in trouble and can not find any real kind of help. first problem was that my wifi disconnect by it self every time (like each 5min). I went to best buy where I bought it for change or return but it was 17 days after purchase and they said I have to deal with the manufacturer. ok, I had to pay for the shipping and send it to toshiba to be fixed, and after 1 week I got my laptop back and the problem is still there, even they stat that they replace something, I think it was the wifi adapter. I don't want more headache and to keep pay for shipping for no reason, I gave up and decide to use a USB network adapter ( Which I don't like to have all the time in my "NEW" computer).

My problem now is that I need to format my hard drive and make 2 or 3 partitions, so to do that I will need to have a copy of my operating system, and drivers to install them after that operation. I don't know why you guys require me to pay $39.95 to get something which suppose to be mine and I bought it with my computer, Just I want to use different way than the way you choose for me.

I am an IT student, and I don't have that money to keep just spending especially for something that suppose to be mine and I paid for it already. Back, when we used to buy a new laptop, we get a copy of drivers in case we want to format our HDD or make any change, and sometimes we get also a copy of our OS; and that make sense because you pay for the computer including those things. who will buy just a hardware with no OS neither drivers? of course no one. Later with the new technology I bought a Samsung Laptop running on win8, almost same features of this toshiba just smaller HDD, When I called Samsung to ask about my recovery media, they just ask me for my mailing address and they sent me a recovery disk. I gave that laptop to my brother and and bought this Satellite P55. Now Please explain to me why you have to force me to pay for something That suppose to be with the laptop you sold me to be working. I did choose this laptop because of the large HDD, and now I want to make more partitions ( real not virtual), which I have to do for a school reason (I am preparing for my A+ now). why whenever I try to call the customer support I get hard time, some don't even understand what I am talking about, and others just ask me to pay online if I want to get it. I am posting here because I hope somebody who care really about customers and know what mean giving a good customer service can see my post and give some help, I need help please because as I said I am a full time student without job for now, and I can not pay for that because I don't have the money and also because I suppose to have those tools so your product can work for me. I invest already more than $700 for buying this machine, paid shipping to fix the wifi problem ( and not fixed), paid to buy usb adapter, why all that???? why I need to keep paying just more and more for everything.

Help me please

Thank you.

now since thing got to that point I include in my complain also, the problem which didn't get fixed when I sent my laptop. because I really bought an usefulness machine, what I need to do with a computer that can not keep connected to internet? many times while doing homework of filling some application, when I hit submit I figure out that I am disconnected and I have to do everything over. Why I have to payDesired Settlement: Since you didn't fix my computer the time I sent it,and with all this hard time I am having, please just give me my money back or change my Laptop with another one working well but I will need my recovery media included. As I said my problem start in the 1st 2 weeks, but I went to best buy 2 days late, and they said you guys are the only one who can exchange or refund the product.

thanks

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 08/28/2014, 09/03/2014, and 09/04/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: I purchased a Toshiba Satellite laptop on February 6, 2013. The hard drive crashed on March 5, 2013. I called support and was able to get my hard drive replaced. However, my hard drive crashed again in January of 2014 and when I called support I was told it was no longer under warranty. After sending copies of my receipts in I was able to fix that issue and I had to pay to have my laptop shipped to be fixed a second time. After a couple weeks I got notice that there were damages to my computer that my warranty would not cover and they wanted $318.18 to repair my laptop. I called customer service and they claimed that the laptop had a cracked screen and water damage. I paid for my computer to be protected during shipping. The computer never had a crack or water damage when it left my care. I was told to contact Fed-Ex to file a complaint. Fed-Ex informed me that because my laptop was shipped under Toshiba's account(I paid Toshiba for shipping) they would have to file the complaint. I have called and left messages every day and received no answer. I sent an email explaining that the laptop only had hard drive issues when I sent it and asking for assistance in what to do. I finally sent an email asking for my computer back and they are sending it back. No one was willing to help me resolve my issue but they are willing to send it back unrepaired. I will never buy another Toshiba after this experience. I have been lied to, hung up on, and ignored. Not to mention the Hard drive crashing twice in a year. I am not hard on my computers, my 8 year old Toshiba works fine for it's age. The new laptops are junk.Desired Settlement: I do not think there is anything that can be done to remedy these problems.

Business

Response:

A TAIS representative was in contact with our customer. TAIS received the customer’s unit on 02/19/2014 in our repair facility with a cracked LCD screen and liquid damage, which are out of scope of the warranty (out of scope meaning this is not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. The customer has received the unit unrepaired back from the depot via Fed Ex [redacted] (Wed 3/05/2014 3:21 pm). At this time we consider this matter closed.

Consumer

Response:

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

They said that when they received my laptop it had a cracked screen and water damage. It did NOT have a cracked screen and/or water damage when I sent to them. I paid for shipping through Toshiba so that my laptop would be insured. I attempted several times a day to reach someone regarding the problem and I left messages; no one responded. My Toshiba was sent back to me in the same box I shipped it in. The box has a hole in the top and water damage. The laptop was damaged through shipping. I paid for insured shipping through Toshiba. Toshiba is responsible for the damage to my laptop and it could have been settled through Fed-Ex if Toshiba had bothered looking at the box it came in or responding to any of my calls or emails.

Regards,

Business

Response:

A TAIS representative has been in contact with the customer. Currently TAIS is waiting for the customer to fax a picture of the damaged box the unit was delivered in. When the picture is received TAIS will contact the customer and discuss any options. The customer may contact us directly at ###-###-####. At this time we consider this matter closed.

Review: I purchased a laptop computer for my 11-year old daughter for Christmas 2013. From the beginning it would occasionally shut down without prompting. A few weeks ago, while the product was still in the warranty period, the screen turned off, while the computer was still on. The screen would never come back on. It was not cracked or broken in any way. There was an internal problem causing the failing screen. My daughter uses the laptop to perform her online school work, so I needed it repaired quickly. I paid Toshiba $30 to have the laptop shipped to them for assessment and repair. After several days, [redacted] [###-###-####] stated in an email that there was physical damage that was not under warranty and that I would have to pay $76 for repair. I emailed back to ask what was damaged. [redacted] responded via email that there was a crack in the memory. I emailed back what kind of memory and what is the location of the memory. A few days went by without response (I assumed [redacted] was researching the matter). I then received an email that my daughter's laptop was being shipped back to me. I sent [redacted] another email asking if the laptop was repaired. She responded that it was not. I never received the specific information I requested about the cracked memory. I do know that memory is an internal component which is surrounded by the protective housing and that my 11-year old daughter never dropped the laptop or certainly never disassembled it to jack with the memory cards. The only logical answer is that the laptop has a defect internal component. Today, Toshiba has left my daughter and I with: (1) a defective/broken laptop; (2) no definitive or specific answer as to what was "damaged" leading them to not honor my warranty; and (3) a wasted expenditure of $30 that I had to pay them to look my daughter's laptop. The behavior of Toshiba in this case has been inconsiderate and dishonorable.Desired Settlement: I would like a functioning laptop for my daughter or a credit for the amount of my purchase to offset the cost I had to incur to buy my daughter another laptop so she could continue with her online school work.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will send him a free box so his computer will be sent to our Toshiba engineers to diagnose what is the cause of the issue and have it fixed. Our customer agreed to that offer. If our customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Review: We have a Toshiba TV that worked just fine with DVD or antenna TV but would not allow us to choose HDMI on the input. I called Toshiba support for assistance. They charged us $35 for tech support. They had me push buttons on the TV itself as we no longer have the original remote. They said the TV needed to be reset. I followed their direction and the TV did what they said until it got to a specific screen and then would not go forward or back it is still stuck on that screen. The TV is no longer useable at all as it will only stay on that screen. I spoke with the supervisor then the customer relations department many times. They said we need the original remote and offered to sell me one. If they knew we needed the remote they should never had me get to that screen. Now I am out $35 an $899.99 TV plus the 10 hours of cell phone time that I have to pay for trying to get this resolved.Desired Settlement: I would like Toshiba to refund my $35 and provide a remote or a service tech to fix my TV so I can watch TV again. I was told by Vanessa at Toshiba that they will not do anything to resolve this issue even though it was their tech staff who got us in this predicament.

Business

Response:

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

Review: I purchased a Toshiba computer in 9/13 and in December, I routinely turned on my computer and the screen had lines as a display. There was also a black smudge like spot on the side of the screen. There were no visible cracks on the screen. The screen nor computer has never been dropped or damaged in any way. I called Toshiba's Technical support and the service was horrible. I was on the phone with them for over 2 hrs. I was placed on hold for long periods of time and disconnected. I constantly had to call back. I was told if I got disconnected someone would call me back but they never did. One customer service rep transferred me to a department where I was on hold for 40 minutes. I hung up and called back and I was told that the dept I was transferred to was closed and had been for a few hrs. I was never given any help or answers. I just keep being told "don't worry" numerous times and was placed on hold. Finally I was told that my computer was covered under warranty and to send the computer back to their depot which I had to pay for shipping. I didn't think that was fair since it was under warranty and I had been waiting on hold, transferred and hung up on for 2 hrs. I send the laptop back and get a very rude call from their Depot saying there was a crack in the screen that was not covered. I told them their was no visible crack. They said it was behind the LCD so therefore it wasn't covered. Their picture showed they didn't cover visibly cracked screen - They said nothing about cracks within the device you cannot see. From their picture and warranty it showed cracks one can see, or damage you put on the device. My issue was not like that. It is clear I did not cause the crack. This was my 2nd laptop by Toshiba with Screen issues. The first time, (8 yrs ago) it was covered and fixed. Because it is clear I did not damage the device and it is under warranty (it's only 4 months old) they should replace free of charge as it is a defect and internal LCD cracks shouldn't just happen.Desired Settlement: I want the Screen replaced free of charge. It is obvious that I didn't crack the screen, damage or alter the laptop in any way. They said I must pay $265.05 to have them fix it.Prior to this the Cust Service Rep I was told over the phone that my issue WAS covered under warranty, when I finally spoke to someone from Toshiba's Tech Support. I was trying to ask questions and be thorough and all I was told is "no worries, no problem, stop worrying" and "it is under warranty" we'll take care of it.

Business

Response:

A TAIS representative was in contact with our customer on 01/06/2014. TAIS has apologized for any inconvenience and has informed the customer TAIS received the customer’s unit on 12/31/2013 in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope of meaning it’s not covered under the Standard Limited Warranty). TAIS has informed the customer that the cost of the repair and the shipping is their responsibility. The unit is being sent back to the customer unrepaired, being as the customer has declined to pay for the repair, under Fed Ex tracking number [redacted] . Estimated delivery : Wed 1/08/2014. 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 grossly unfair that this company does not stand behind their product. They provided horrible customer service and I was constantly given wrong information. On Monday, Jan 6th, I even received a voicemail from their depot center that they fixed my computer and were sending it back to me. When I called them. I called them back and the same person who left me the message told me that they didn't fix it. I asked her why was I sent an email AND voicemail from her that it was fixed when in fact it was not. She told me that she didn't really check to see if it had been done. She just assumed. How could she assume when last week on Thursday, she tells me that they were not going to cover it under warranty and fix it. This company is misleading and they are only into selling poor products and making money. I paid for their computer, had it for 3 months and now I cannot use it. The crack was behind the screen where it is not visible and I should not be made responsible for it. I did not damage the product. I called them back on Monday and was given no compensation, no help at all. I am out of a computer, shipping fees and no money for repairs or to get another computer. That was my computer I used for work. And my only option is to walk away? I was not treated as a valued customer or even with respect from the first day I called them for help on 12/12. And nothing can be done about it?

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 01/06/2014. TAIS has apologized for any inconvenience and has informed the customer TAIS received the customer’s unit on 12/31/2013 in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope of meaning it’s not covered under the Standard Limited Warranty). “What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident, misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God, power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service providers, use outside of the environmental or operating parameters, or use with incompatible third party products.” The cracked LCD screen is physical damage (meaning something physically happened to the LCD screen causing the internal crack. TAIS has informed the customer that the cost of the repair and the shipping is their responsibility. As is stated in the Standard Limited warranty, The unit is being sent back to the customer unrepaired, being as the customer has declined to pay for the repair, under Fed Ex tracking number [redacted] . Estimated delivery : Wed 1/08/2014. 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 a 3 month old product that doesn't work. This is money thrown away. I still do not feel this is fair. They provided poor phone service, they didn't fix the product and I've gotten no support or compensation.

Regards,

Review: On or about 12/18/13 I ordered from Toshiba Direct ([redacted]) a [redacted] laptop computer. I received shipping confirmation on or about 12/26/13. Computer was received on 1/6/14 (19 days after order) with a defective keyboard.After significant time and effort on my part I was able to ship the computer to a US repair facility on or about 1/24/14. Repaired computer was received back by me on 2/6/14. I was traveling until 2/12/14 and the computer was put back into service on 2/13/14. Shortly thereafter the LED screen started showing signs of problems which gradually worsened to the point the computer cannot be operated as intended (not fit for use).I spoke with Toshiba and am in the process of sending the unit back to a repair facility once again. During the course of conversation with multiple Toshiba representatives in different divisions (2+ hour phone call) I was quoted two different dates of warranty expiration and both of those were before I took possession of the unit.In the 71 days since purchase the computer has been in custody of Toshiba 45% of that time and has not been fit-for-use or operational as advertised any of the time, Following this service Toshiba would have had possession of this computer 52% of the time since purchase.I asked to extend my warranty (12 month std) by an additional 90 days (to expire March 31, 2015). After being assured I could and transferred to the warranty department, they refused to even discuss the request with me.Part of the issue is Toshiba is apparently highly compartmentalized and they use this to give the customer unnecessary runaround, For example Toshiba Direct (sales) makes you contact Technical Support which in turn will direct questions back to Sales who in turn passes you to Warranty & Registration with each department denying any responsibility to fix the issue and blaming another Toshiba division. This has proven effective in non-resolution of product issues.Desired Settlement: My more than fair & equitable request is for Toshiba to restore my computer to "new" condition and extend my standard warranty by 90 days (expiration March 31, 2015).Alternatively I will return this issue-prone unit for a new laptop having all features of this one with full factory warranty that begins upon my receipt.A third and final option would be return of the computer for a full and complete refund

Business

Response:

A TAIS representative was in contact with the customer on 02/27/2014. TAIS has apologized for any inconvenience and has provided to the customer a rework for the unit in accordance with the warranty. The customer has received the courtesy box via Fed Ex tracking number [redacted] Currently we are waiting for the customer to send in the unit to our depot for the rework. For a complete refund the customer would need to contact Toshiba Direct (the reseller) to determine if the unit is within the return policy time frame. The warranty is showing an expiration of 12/26/2014, which is one year after the unit, had been shipped to the customer. At this time we consider this matter closed.

Consumer

Response:

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

While respondent answer is mostly accurate it is incomplete and does not address my complaint. I purchased this laptop with a one year warranty and it has had multiple defects which rendered it unusable as advertised since receipt. Warranty begins upon my receipt of laptop and Toshiba has proposed now three different warranty expiration dates. In fact I know exactly where this latest date came from which will further demonstrate the apparent unethical business culture in which this company operates. Since the computer has been defective since day one I agreed to send it back again for repair if the warranty is extended 90 days rather than send it back for refund (of which was inside the allowed window at time of request). Toshiba Customer Service verbally agreed but required me to call their Warranty & Registration Center. The male that eventually answered that number would not allow me to speak to a representative without first providing proof of product registration. I registered online and since the computer does not work I could not retrieve this information. He then asked me when I purchased the computer and I told him late December but did not receive the unit until mid-January. He said he needed and exact date and I told him I did not know. When he persisted I restated I did not know but if it would get me to a warranty agent to just put the day after Christmas. The warranty agent was rude, refused to discuss the matter much less honor the Customer Service agreement to extend the warranty.

Review: I feel ripped off. I understand that computers do not last forever, but this is crazy. I purchased this laptop less than 18 months ago and the only thing I use it for is to log into my work computer using gotomypc.com. The amount of usage on this computer in 18 months was no more than 80 hours.The ethernet or wifi card has not worked since I originally purchased the equipment, but found workarounds online for others that had purchased the same computer. When I moved, I was attempting to setup the new wifi and the computer blue screened on me. I restarted the computer in safe mode, but could not get it to reboot. I contacted Toshiba and they said for a cost of $131 I could ship it back to them and they could diagnose and fix the problem. They sent me this quote: All RepairsParts (solid state hard drive) & bottom base $528.00Labor $65.00Shipping & Handling $30.00Total $623.00 Sincerely, Toshiba Repair ServicesHow does a hard drive with such little usage go bad? I rarely used this and when I did I used it to get onto my work computer. This computer should have lasted for years!...and the resolution is to pay $131 plus $623 plus taxes?? That is close to what I originally paid for the unit.Desired Settlement: Look, I am not looking for freebiesI just dont feel this is fair to have to pay this kind of money for a hard drive that I assumed faulty to begin with assuming I run no applications on this.I would desire that Toshiba fix this issue at their cost and I will pay for shipping if need be.I understand the purpose of a warranty, however, there are assumptions made with that warranty terms of the hours it should run properly and if investigated you will see mine was not run often.

Business

Response:

A TAIS representative was in contact with our customer on 02/11/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 10/11/2013; per the customer informing TAIS of the purchase date of 10/11/2012. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Consumer

Response:

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

This does not satisfy me. They originally sold me a defective product and are not standing behind it.

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 02/11/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 10/11/2013; per the customer informing TAIS of the purchase date of 10/11/2012. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” The customer has not called with any repair requests during the one year Standard Limited 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.

Review: Incompetence of tech support personnel. Paid $160 for support and 8 techs still can't fix problem!

Satellite p870 SN: [redacted] purchased May 31, 2013. Case #[redacted] AND 140111-002368. Talked with [redacted] when photo tile not working. After her, iTunes wouldn't download drivetrain to restore a crashed iPhone. Win spent hours on trying to fix that. Said it was an apple problem. After Win , I had list software to my external drive! He told me if apple couldn't fix iTunes, to call toshiba back and may have to restore system! Can't backup because of missing software!! Called Tishiba again. Incompetent female tech. I finally told her goodbye and calked back and got [redacted]. He seemed lost and began manually backing up my files to external drive! Still in process of backing up as I write! I want my $160 back and my $1,000 I paid for computer!!!Desired Settlement: I want refunded for tech support and for computer and Toshiba to know their tech people are incompetent.

Business

Response:

A TAIS representative was in contact with the customer on 01/13/2014. TAIS has apologized for any inconvenience. Under the terms and conditions of the bundle tech support, it is stated: Any Service provided is not refundable due to data loss, or any hardware or software failures that could result from this Service. Solution that are involving obtaining recovery media or parts to resolve the issue are considered valid solutions and will not be eligible for a refund of Services purchased. No refund will be granted for purchases of the Services for support. For a refund/return of the purchase of the unit (SATELLITE P875), that would need to be directed to the reseller where the unit was originally purchased. It would be determined if the unit is still within the refund/return timeframe. At this time we consider this matter closed.

Review: My son, [redacted], has a order number [redacted] on 12/2. Due to China custom holding the shipment cause delay. Toshiba refuse to offer any help.

Order Number: 1809524

Cr: [redacted] Order Date: 12/02/2013

Order item: Toshiba Satellite L50D-ABT3N22 Laptop

Subtotal $449.99

Ground Shipping $24.99

Sales Tax $39.37

Recycling Fee ?

$4.00

Order Total $518.35

Fedex Delivery record:

- ( No time line specified)

1/07/2014 - Tuesday

Clearance in progress CHONGQING CN

Clearance in progress CHONGQING CN

Problem:

We have ordered this item longer than 1 month and have not received this item even have no timeline to expect the arrival time.

Toshiba agree this is their responsibility but the delay is beyond their control. They will not offer any help to compensate customer loss due to this delay. My son's computer does not function and he is waiting for this computer and bring back to school.Desired Settlement: We need a replacement as soon as possible for my son is leaving for school on Jan 13.

Business

Response:

Per Toshiba Direct: The order was delayed due to a build delay and a Customs issue in China. We spoke with the customer on 1/10 and offered a $25 credit for the delay on the order, which the customer accepted. The laptop was delivered on 1/14 and signed for. Unfortunately, this delay was outside of our control and we continued to notify the customers as updates became available. At this time we consider this matter closed.

Toshiba has poor product quality and customer service. After 500 plus complaints, how is it that Toshiba has an "A" rating? Go figure...

Review: They did not honor the warranty and repair the laptop.

The port of the computer is not working. It will not hold the ac adapter to charge the battery. I sent the device to Toshiba to have it repaired. It was returned to me unrepaired and they did not give me back my ac adapter. One paper said that the port was broken another paper in the same box said there was nothing wrong with the device. I called for clarification and was told that the cover was broken. The cover is not broken and I sent them pictures showing that I did give them the adapter, it was not returned and the cover was not broken. They have sent me two ac adapters none of them fit. The last time I called they confirmed that I was sent the wrong adapters. I reiterated the problem is the port anyway. However, they told me that I have to pay for the repair. My warranty does not end until October 2014 so I do not feel that I should have to pay to have it fixed plus shipping. They say I do because I bought it at Walmart instead of their website. However, it does not say that on the warranty.Desired Settlement: I want my money back.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on Monday 5/05/2014 9:03am in our repair facility with a physical damage, 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 the cost of the repair is now their responsibility, at this time we consider this matter closed.

Review: My computer has been having problems with dvd drive since day 1 and they want me to send it to them to fix it and I can't. The tech support people will not even try anything else to fix it and was very rude about the issue. The problem was reported before my warranty was up and now that it is up they want to charge me to fix it. They do not stand behind there warranties at allDesired Settlement: I want the dvd replaced or at least somebody to try something else before assuming I automatically have to send it to them. If they would just send me a new drive I am a computer tech and can replace it myself

Business

Response:

A Toshiba America Information System (TAIS) representative has been contacted our customer. Unfortunately, our customer has not returned of correspondence requests but TAIS would like to offer a onetime repair even though his computer is already out of warranty. Our customer can send his computer to our repair facility to check and diagnosed what would be the issue so it can be fixed as much as possible, at this time we consider this matter closed.

Review: Have not had this computer 1 year yet. Covered under warranty.

Laptop that I barely have used has had an issue. I paid $ to have it repaired. They replaced a fan and sent it back. Computer is doing the exact same thing. I Have not had my computer for almost 3 weeks now. That is a horrible inconvenience. I have yet to hear back from them about this. I've emailed and answered a survey and still nothing. I do not have time to be on the phone with toshiba over and over again and I'm nothing on pay $ again to fix the same issue. I haven't been ble to do what I need to do on my computer. I bought this computer brand new and it should not last less than a year. I spent a lot of money on it to be going through this. Here is my info below... Order Number: T[redacted] Model Number: [redacted]

Serial Number: [redacted]Desired Settlement: Same model or comparable that actually works.

Business

Response:

A Toshiba America Information Systems (TAIS)

representative has been in contact with our customer. TAIS has apologized for

the inconvenience our customer has experienced. TAIS has offered to send the

unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to

our customer that they can use to send the unit going to our Engineer’s repair

facility. Our customer agreed to the offer. If the customer has any questions

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

matter closed.

Review: I brought this cheap piece of #$#$ not to long ago, I plugged it into my desktop computer and started to move my video and picture files to it. It preformed great until the 16th day and it stopped working. I am very Familiar with computers and I know I didn't do anything wrong because I left the hard drive connected to my computer and when I turned my pc on and went to play a movie, the computer wouldn't recognize the drive. called customer service and they told me that I would have to pay to ship it back to them and pay to recover if possible any data. No thanks, I been a very loyal customer of Toshiba, I have a Toshiba Laptop, Broken 1tb Portable Hard Drive, Toshiba TV and at work all my electronics are Toshiba. Now I think I might consider a new company to buy from Toshiba sucksDesired Settlement: I would just like a replacement of the product o bought, I tried to call customer service and they told me that I was not able to send it back because it was beyond 15 days. I thought the Hard Drive had a 1 year warranty. If they would send me a return envelope and I can give them the hard drive that I have and they can send me a new one. I lost all my data I had really important information on that hard drive. it is a shame I have to lose it.

Business

Response:

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

Review: Purchased Toshiba Satellite U845t.Computer came with broken keyboard.Touch screen stopped working after few months after purchase.Try to call support , spent 2 hours with their representative in Philippines, no help.Computer is under warranty , I have to pay for shipping to their 2 locations in USA.Never buy Toshiba again.Desired Settlement: I would like to get new computer and not pay for shipping since it is their fault.

Business

Response:

A TAIS representativewas in contact with our customer on 12/02/2013. TAIS has offered to assist the customer by setting up a service work order for a repair in accordance to the warranty. The customer has declined because of the shipping fee. TAIS has informed the customer that the shipping and handling is the responsibility of the customer, per the warranty which is located online at www.

support.toshiba.com. The customer may contact Tech Support 24/7 at 1-800-457-7777 to set up the work order if the customer chooses. At this time we consider this matter closed.

Review: I bought this laptop (Toshiba Satellite P850) in may 2013 from Toshibadirect website. The item went dead (nothing on screen although power light and battery light will show on). Talked to Toshiba tech support for return (as it was still within one year of purchase) but instead told to go through RMA processin (in other words, send the laptop at your OWN COST) Toshiba repair warehouse in California. So I did in Late part of May 2014, but after 3 weeks, the item (laptop) was returned to me WITHOUT any discussion with me in PERSON (I have listed my phone number at the the time of RMA processing).

2 months later I found a message from Toshiba repair center in the junk folder of my email saying 'there was liquid damage found and motherboard was deaD' So TOSHIBA wanted me to pay for repair.

Excellent way of handlingg, right?

1. How can TOSHIBA prove that it was a liquid damage because I didnot notice any liquid on it while it stopped working ajust within 9 months of purchase (and of course within 1 year of manufacturer warranty).

2. When I buy a product from a reputable company like TOSHIBA then I expect some decency and professionalism in handling this type of cases. In other words TOSHIBA is saying that I (as a business owner and loyal customer) spent USD 25+ (fedex shipping), PLUS 6 + EXTRA HOUR OF MY TIME (talking about problem with tech support AND RMA processing AND for me to go to fedex center) to send a laptop which I KNEW (in TOSHIBA presumption) that is knowingly damaged in my possession. Thank you for your professionalism.

Below is the list of TOSHIBA item bought I have for my personal and business use:

TOSHIBA LAPTOP (MORE THAN 10)

TOSHIBA 55 inch flat screen

TOSHIBA ALL IN ONE DESKTOP (AT least TWO)

and more, I wish I have time and energy to put all this together

I have spent extra TWO hour on phone on TOSHIBA tech support today to address this concern and got the below a so called case reference number. W

Well Toshiba, I am abandoning your company and try to get my words out to let the people know what they should expect from TOSHIBA in future. Thats all from my side. Goodby Toshiba!

Just for a note, they have done the similar thing while handling a All in one Toshiba desktop repair few months back from this incidence (IT WAS A ALL IN ONE DESKTOP TOSHIBA where LED screen gone dead within 6 months of purchase). The repair center want you to ship the product at your cost to determine whether they can fix it or not. For all my other electronic devices, company used to send me a new replaced item with a return package where I can send my defective product back to the.

Being a busy person, it a waste of time and energy to go throught them (TOSHIBA). Simple solution just buy a new laptop/DESKTOP of course from another company.

bELOW ARE THE DETAILS if anybody has concern over validity:

Repair Order Summary:Repair Order Number: TC-10473548,Computer Model: SATELLITE P850,

Message from Toshiba: our RMA has been received; however there is a delay in processing it as it has (LIQUIDDAMAGE), which is not covered under the manufacturer warranty. For more information in regards to types of damages not covered under the manufacturer warranty, please visit http://www.csd.toshiba.com/cgi-bin/tais/support/jsp/navShell.jsp?cf=Standard_War...⇄ refer to your User Manual.

Cost of the repairs (all amounts are USD)

Parts: $135.21 (MOTHERBOARD)

$31.73 (KEYBOARD)

Labor: $60.00

Total: $226.94

[redacted]Please note that these repairs are optional and if you would like to proceed with only in warranty repairs please advise[redacted]Desired Settlement: Repair the laptop or replace it with new one, the way other honorable companies do business in America

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on 05/29/2014 in our repair facility with a Liquid Damaged Motherboard, 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 the cost of repair is now their responsibility, unfortunately our customer declined the quoted price for the cost of repair which is out of scope, and it means the computer will be send back unrepaired. The computer was already sent back to our customer under FedEx tracking number[redacted]; it was delivered Mon 06/09/2014 11:56 am. At this time we consider this matter closed.

Review: I purchased this computer, a [redacted] laptop computer , Part # [redacted], Serial # [redacted] on my birthday 2/20/64 as a present at [redacted]. During the time I was teaching at one of the worst schools in the school district 3 screws were taken out the laptop and the plug in the the headset was damaged. Recently unfortunately I had he touchscreen damaged through NOT FAULT OF MY OWN NOR NEGLIGENCE ON MY PART. I spent days since 12/31 when I originally called 1-800-457-777 to set up a warranty repair for the screws and the headset part. The screen was somehow cracked while the bag unfortunately had to be checked in on a plane for a flight and I called to get the name and address for an ASP ( Authorized Service Provider) rather than ship the computer. On the website they have it where you pay v$131 to ship a computer but that is if it in NOT UNDRE WARRANTY. I conference called customer service and [redacted] of CS&S Computers where I have taken over the 14 years I have own Toshiba laptops to be repaired only for [redacted] to tell the repair customer service person to stop giving out incorrect information: CS&S can no longer repair consumer laptops , only commercial repairs. I was furious since why should I go online and pay for a computer to be fixed that's STILL UNDER WARRANTY!!! Why can I not go to a place 2.2 MILES AWAY from my home and get TOSHIBA to approve of the repairs? I have printed out the warranty that's on the site dated from 2012, there is not other warranty, Then I was told they would only repair a software issue. WHAT? Microsoft can do that for me. In addition the website says they will erase the computer back to the factory settings even if that's not the problem. IT isn't . I was given a case number [redacted]. This laptop will be getting sent back to Toshiba to their corporate address. I am also filing for mediation for repairs. This is ridiculous to create an expense for getting an item repaired .Desired Settlement: I want my [redacted] laptop fixed and an apology from Toshiba for this or a complete replacement of the laptop.

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’s computer has a Broken Screen which considered as a physical damaged that is not cover by the Standard Limited Warranty of the unit. The Standard Limited Warranty stated;

What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,

misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,

power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service

providers, use outside of the environmental or operating parameters, or use with incompatible third

party products.

Service of Product on which the TOSHIBA label or logo, rating label or serial number have been

defaced or removed.

Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded

or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/

installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement

of covers, plastics, or appearance parts such as interior or exterior finishes or trim.

Software support, fixes or replacement. Software, if any, distributed with the Product under the

Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you

during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,

non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba

manufacturers, suppliers or publishers may offer their own warranties.