Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS) has
been in
contact with our customerTAIS has apologized for the inconvenience
our customer has experiencedTAIS has informed our customer that since she has
an Extended *** Plan (ESP) we already forwarded the case to *** *** which
is the provider of the extended warranty of her computerTAIS has advised our
customer that she will receive a call from the warranty provider (ESP) within
2-business days to discuss about the process of her replacement requestIf
the customer has any questions or concern they may contact us at ###-###-####
At this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
toshiba was aware the screen was broke before I sent it to them but it is broke from the inside out not from the outside this unit has had issues since the 2nd day of purchase they have ignored multiple calls as far back as jan of this yr aqbout differant things going wrong with this new computerit is still under warranty they are just trying to scam me they want more to fix it than it cost new months ago I cant stand liers theives and companies that want back their warranty

A TAIS representative has been in contact with our customerTAIS has advised the customer that if they are beyond the return policy of the reseller, they will need to go to the *** and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of
purchase we are not able to assist the customer per the standard limited warrantyIf the customer is able to locate a valid proof of purchase they will need to follow the steps on the web address listed aboveThe customer will receive a coupon code for a replacement product on *** A check or a paper coupon is not an option for the acclaim processAt this time we consider this matter closed

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

A TAIS representative was in contact with the customer on 01/21/TAIS has apologized for any inconvenienceThe battery order (***) was shipped and received by the customer on 10/15/via UPS tracking number ***TAIS received the battery back under UPS Tracking
*** on 11/20/which is past the days given for the return of the defective productAt this time we consider the matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAs indicated in their response, Toshiba America IS did offer to extend the warranty on my Toshiba Satellite computer (they told me orally this would be for a six months period) as the settlementAs I explained to their representative, this action would only *partially* (not fully) address my current problemHere's what Toshiba did not share with the Revdex.com:- On September 13, 2016, I received a call back from Toshiba America IS manager *** *from the *** *** customer centerShe reviewed Toshiba's proposal to extend the warranty months, and send me my laptop **without a working battery** which would permit use of the computer only with AC power until the battery arrived at Toshiba's *** repair contractor in the U.S.- September -I sent *** an email indicating that I would be willing to accept this offer with two conditions: 1) If the battery was not available by the currently promised date (week of October 3, 2016), Toshiba would agree to *replace* my unit; and 2) If the computer failed for a fifth (5th) time during the additional month period, the unit would be *replaced*- September - *** re-contacted me and said that Toshiba America IS management in *** ** had *rejected* my offer indicating that under no circumstances would they provide a replacement unit (despite what is indicated in the warranty as an *option*)I then requested that I have an opportunity to speak with her manager at *** in *** ** to discuss my case given that this incident is now approaching the four month pointShe said she would forward my request and that I should be able to hear back from someone last weekI also requested a follemail confirming my request to talk with her manager at *** in *** **.- September - To date, ***' manager from Toshiba America IS in *** ** has *NOT* contacted meI have received no email documenting my request to speak to her manager at *** in Irvine as promised.- My main concern in finding a resolution to this situation which is about to enter its *fifth month* is that I do not want to end up sending the unit in again for a *fifth* time if this latest repair is unsuccessfulThere is nothing in Toshiba's offer that addresses this concernThe extended warranty would just provide that it would be shipped back for a fifth time, during which I would not have use of the unit again.*** I am still requesting to speak with ***' manager at *** in *** ** to try to resolve this situationGiven that I have been patient and respectful throughout this process, this is a reasonable requestThe answer proposed by Toshiba to call the "escalation number" that is not answered by a live body (nor does anyone respond to messages left at the number) is not an acceptable solution for me or other customersI look forward to hearing back from Toshiba America IS on my request to speak to their Manager/Director for Customer Service at the *** ** corporate office
Regards,
*** ***

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 09/11/2014, 09/12/2014; 09/15/however, our customer has not returned any of correspondence requests and 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 TAIS has advised our customer to send her computer to our depot repair facility to have it diagnose but our customer declined the processOur customer can contact Toshiba repair services at *** *** or they can bring the computer to any authorized service provider near to herAt this time we consider this matter closed

I paid $shipping and I dont believe toshiba ever actually diagnosed or repaired the computerAll they did was restart the computer.
thanks

A TAIS representative was in contact with our customer on 01/22/TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/“How Long Does the Standard Limited 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 assistanceThe customer had not called in with this issue on the LAN port until 01/16/2014, which at that time; the unit was out of warrantyThe customer is now responsible for any technical assistance or repairsAt this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter 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 computerOur customer can contact Toshiba repair services at *** *** or they can bring the computer to any authorized service provider near to herAt this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by
telephone on the following dates 03/17/2015, 03/19/2015; 03/20/however, our customer has not returned any of correspondence requestsIf the customer has any questions or concern they may contact us at ###-###-####At this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
A customer service representative named *** from Toshiba has left several voicemail messages for me without leaving a return phone number + extension. In all of the messages he reiterates the company position that they will only refund the price of the laptop
itself and pro-rated at that. However, we have incurred additional expenses through no fault of our own, namely: original shipping, tax, return shipping for repair, and accessories. All of these expenses were detailed in our Revdex.com response on 6-17-We expect a replacement laptop (new in box) for our defective one OR a full refund of all the expenses we incurred as a result of this purchase. If Toshiba wishes us to return the two accessories we still have in our possession we will be happy to do so as long as
they mail us a pre-paid shipping label/container. As an alternative to calling our home phone and risking having to leave a message, if they wish Toshiba's customer service may also contact us at ***@aol.com
Regards,
*** ***

A TAIS representative was in contact with the customer on 02/25/The tech replaced the Power Board on 03/04/The technician documented (Repair Desc: TV functions properly)If the customer is still having issues with the TV, they may contact tech support 24/at *** and a rework
can be set up if within the thirty day rework time frameFor a replacement or refund, the customer would need to contact the reseller directly to see if the TV is still within the return policy time frameAt this time we consider this matter
closed

A Toshiba America Information Systems (TAIS) representative has
reviewed our customer complaint
And TAIS has made multiple attempts to contact our customer by telephone however, the customer has not returned any of correspondence requests but TAIS already escalated this case to our Order Desk to send him the newer Firmware stick w/ free of chargeIf the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The matter is not closed. I entered in good faith a deal with Toshiba to give them money and I will have a working computer. Toshiba has refused to provide me a working computer. I have sent the computer into their office twice to be repaired, they are unable to repair it and I am supposed to accept the merry go round of them pretending to repair it again and send it back. When does it end? They took my money and did not give me a working product. For some reason Toshiba thinks that I entered into an agreement for them to control me through this on going insanity.
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Please note that the Toshiba representative contacted me in the evening, just hours after I had submitted the complaint to the Revdex.com. Prior to that, Toshiba had not contacted me at all
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint
After doing a research TAIS found out that one of the representatives from Toshiba Direct has been contacted our customer last 7/30/14, our customer was advised of the error made by the carrier and the product is no longer available for sale and they cannot replace the orderOur customer has been issued a full refund back to their account as of 07/25/14, at this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In order to get a response from Toshiba, I had to originally file with the Revdex.com (Complaint ***) over a battery issueToshiba provided a reasonable response and sent me a new battery with instructions on how to replace the battery on my laptopTheir instructions were incomplete, and I tried contacting them via email on MAyI left voicemails with *** (their Revdex.com respresentative) on May, June, and June but have received no responseI agreed to close the complaint once I was able to satisfactorily install the batteryBecause Toshiba has reverted to no responses, I am forced to open a new complaint to answer a simple questionI want an explanation of the type of screw used to secure the laptop back to the laptopIt is not covered in the videos provided to remove the cover, and I cannot identify the typeOr, Toshiba may provide me with a screwdriver that removes the screw
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research our customer
has a record in our system that she called last March of and, one of our technical support representatives performed troubleshooting to her computer Model Satellite Lwith the serial# *** and it was done successfullyIn accordance of the Standard Limited Warranty (SLW) of the computer we can send the unit to our depot repair facility if there is hardware problem to diagnose and check what would be the issue and have it fixed as long it is covered by the SLWAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attention : *** *** Case ID*** 5-26-This is a on going with Toshiba about a laptop . I have given Toshiba more than a chance to fix this laptop , it has been Plagued with problems since I bought it and had to purchase their plan for tech support I believe their is something wrong with this laptop I have had to call for help from their tech support at least times and as of today I had to call again for a repeating problem , they work on the problems but to no a veil They have reset this laptop but I still have a continuing problem of Green Screen they work on it but it still comes back I was assured on 5-18-after tech support worked on it again that the problem was fixed for good , it came back on 5-26-, there is something wrong with this laptop This is not to have this many problems with a laptop , this is not my first one , I have a older one years old still works and never had issues like this , I have asked friends about this green screen problem they tell me they never heard of it Most of the other problems have been corrected , this green screen problem will not go away , one of the techs even said there is something wrong internal on this laptop My tech support plan expires 6-8-then what , I hate calling tech support every to days because all video is a green screen What they did today has been done a least other times and that means I will have a problem again Toshiba needs to address the issues with this laptop , they can check all the issues and how much time in hours this laptop has been worked on everything is recorded with tech support I would like to reopen the case ID *** with Toshiba again Thank You
*** ** ***
*** *** *** **
*** * *** *** *** ***