Toshiba America Information Systems Inc

Review: I purchased a Toshiba laptop through [redacted] in March 9th 2015, right away I notice issues with the wireless internet dropping, the mousepad getting stuck, and in the first days of May I notice the lcd screen peeling off from the casing. I called Toshiba, I asked them to refund my money ($828.42) I was told that it is not covered under their limited warranty, after a while they offered me a solution I could send it to their depot to get repair, I would have to pay $29 to send it and get it back, I did send it to the depot and waited for about 10 days to get it back, when I opened the box the LCD screen issue wasn't fixed. I called Toshiba immediately but I was told to call the next day between the hours of 8am-8pm eastern time to speak with customers relations, the next morning I called, agin the solution they gave me was to resend the laptop to the depot for repair I didn't accept it, I just wanted to return the laptop and get my money back so I can purchase another laptop. I then called the depot and the representative said that they would never fix the screen since that is not under their limited warranty. I called Toshiba again to inform them of this, they assure me that this time it would get fix, again I said yes. After thinking about it I called them again and told them to cancel the repair that I only want a full refund. I dobt think it is fair that I purchase a product and less than to months laters the structure is falling appart. I need a computer in order to work, this has been taking a toll on me. I am affraid to use the laptop, I am not sure if the whole scree will fall offDesired Settlement: I wantbto send the computer back and get a full refund $828.24 plus $29 for the shipping to the depot

Business

Response:

A

Toshiba America Information Systems (TAIS) Representative has reviewed our

customer’s complaint. After doing a research, we have determined that the

physical condition of the laptop that our customer reported to us is considered

to be beyond the warranty coverage of the computer and a refund is not an

option however Toshiba is inclined to set up a rework for the customer in

accordance to the standard limited warranty of the unit. At this time we

consider this matter closed.

Review: On or about September of 2014 I negotiated with an on-line representative for and paid in-full and in-advance with my [redacted] card for a custom built Toshiba [redacted] Mfg part #: [redacted] Serial#: [redacted] laptop computer (see attached order documentation) as well as proprietary Toshiba accessories and both an extended and in-home warranties.

After waiting for a month or so the machine arrived and immediately would not boot right “out of the box” or for that matter even illuminate the screen. I immediately called my sales representative and he organized a replacement machine after I shipped the original back. Before the arrival of the replacement my representative informed me via e-mail that he was taking on other job opportunities. I was offered any other Toshiba contact.

The replacement machine arrived and would boot and function erratically at times and would seem to function at others but not for any length of time over an hour or so at best. I made numerous calls to some Toshiba representatives who would make ridiculous and irrelevant suggestions and never seemed to be able to award me the warranty service I had paid for. After several months, two or three Toshiba “field service” companies contacted me but never followed up on the calls or made appointments and when they did would keep any that were made. From a practical basis the machine was totally useless and I would take it out about once a week to try and to use specialized video production software I chose the Toshiba laptop for. Again the machine and basic Windows software would continue to “crash” and I would continue calling Toshiba for further updates, contact, replacement or service of any kind but was never offered any. In most cases the representatives would say that my issue required a return phone call but these were never made and I would start the whole process over again. Toshiba never documented or e-mailed me documentation of these calls and there seemed no way to even get the same representative more than once and having to repeat what amounted to a 4-6 month “story” behind the machine and it’s “issues.”

In the early part of 2015 I took the machine to an “authorized” Toshiba service location giving over my custom built $3200 laptop, specially ordered to a storefront operation with piles of dusty equipment, junk and so forth strewn all over. As you can see from their attached documentation they replaced the motherboard four times as well as the processor or were not able to receive any service or continued support of any kind from Toshiba. After several months the firm simply gave up and returned the machine to me and I started calling Toshiba again for a repair or replacement since I now do not know if the machine even boots up or not?

Ultimately I have been told by Toshiba (see documentation) that the machine is un-reparable and evidently irreplaceable and a Toshiba representative made an offer at some pro-rated value as if I had been using the machine and presented it as an ultimatum for a machine that has never been usable, cannot be repaired and cannot be replaced. This was made with no refund offer even made for the costs paid (in advance) for an “unusable” warranty or the Toshiba proprietary accessories. Further after effectively “pro-rating” a machine that has never worked, never been fixed as promised and seems to be irreplaceable. Finally the ** state sales tax paid for the sale of what amount to be for a “no sale“ was outright refused which is illegal under the laws in the State of **.

I have been waiting for the follow-up or further negotiations however they have ever been forthcoming despite the attached email confirmation.

Since there has been no contact since that time I must now formally demand the refund of all monies paid for what amounts to be “nothing” in the amount of $3178.44 for the inoperative product, proprietary accessories, extended in-home warranty and ** sales taxes paid.

Original purchase $2675.00

Toshiba branded accessories $354.71

Extended in-home warranty $148.73

The machine and accessories will be made available for the authorized Toshiba’s collection however the refund must be received by me in-full on or before 09-30-2015 or other action will be taken based on a legal sale made in and under the terms of the [redacted] where Toshiba maintains corporate offices and collected sales tax at the behest of. At that time other fees and costs to Toshiba may be imposed.

Respectfully

[redacted]S Certified mail # [redacted]

Enclosures: digital documentation on CF digital device

CC: [redacted]Desired Settlement: Refund my money.

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 not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty..

Review: Purchased a Toshiba Laptop 12/2013Developed hardware problems with static from right speaker despite no damage or changes to the computer.Toshiba agrees that this is a problem covered under warranty but charges $25 to ship computer to repair the defects in their workmanshipDesired Settlement: Either waive shipping fees for repair or replace product at no cost

Business

Response:

A TAIS representative has been in contact with our customer on 02/19/2014. TAIS has informed the customer that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has set up a work order for the customer and we’re currently waiting for the customer to finish the survey, pick the shipping option and ship the unit to our repair facility. 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.

By charging the customer $24.99 to ship the laptop to Toshiba to repair a manufacturers defect; Toshiba is effectively forcing the customer to pay more to have a fully functioning product. Toshiba provides no other method to remedy their faults in manufacturing without incurring a cost on the consumer.

In effect I paid full price for a defective product. I am now being incurred an additional $24.99 to have my product operate as advertised.

Regards,

Business

Response:

A TAIS representative has been in contact with our customer on 02/19/2014. TAIS has informed the customer that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. Per the warranty;

“How to Obtain Repair for a Product Purchased in the United States?

You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product to the service center or provider. You are responsible for appropriately packaging the Product.”

TAIS has set up a work order for the customer and we’re currently waiting for the customer to finish the survey, pick the shipping option ($24.95 to receive a depot box or customer self-pack/ship), then ship the unit to our repair facility. 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.

Per the item's warranty, service may be obtained without having to ship the item at any Toshiba Authorized Service Provider. However, per both conversations with Toshiba Customer Service and The Toshiba Revdex.com representative, there are NO authorized service providers. I would except as a reasonable solution to carry in my item into an authorized service provider as stated in the warranty is available, but no such entity exists.

Regards,

Review: I purchased a Satellite [redacted], Sn #[redacted] on 20 December 2012 for $700. The warranty ran out 1 year later. Approximately mid-summer of 2014 the VGA port broke free from the mother board. It cost me approximately $150 to repair through Toshiba. I am a teacher and used the port almost daily for audio visual classroom instructions. It was not abused not mistreated is was faulty soldering but I had to pay for the repairs.In June 2015 the entire motherboard went out. I contacted Toshiba and was told the repairs would be $549 and it would take two weeks to complete. I sent the laptop in on the 18th of July and never heard from Toshiba again. I had to repeatedly email to find out the status. At one point they said they were waiting on a part, then two weeks later they were waiting on something to embed into the motherboard. I never received any communications that there was a hold up.So I got my laptop back yesterday (31 Aug 15) and two of the three USB ports are inoperative?? I understand they replaced the main board and I assume they ran tests to insure it was in operating condition so why are two thirds of my UBS's unusable. This horror story just doesn't want to end but it will shortly. As of this date I have invested over $1500.00. This computer is a lemon and no one wants to make things right.Desired Settlement: I want Toshiba to do what is right and either refund the monies I have expended on this device or replace it with a comparable (in terms of money spent)laptop.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the records that we have was the first repair of the unit when it was still in warranty. Our customer called us last 11-23-2013 for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computer. The unit was sent to our repair facility and our customer was quoted for the out of scope issue which is not cover by the standard limited warranty of the unit. Our customer was able to settle and authorized the payment for the repair of the issue and the unit was sent back to our customer repaired. As of now we cannot find any repair under our customer's computer. Our customer may contact the facility or repair where they processed the repair. 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.

Regards,

The VGA port issue was due to faulty soldering not neglect, misuse nor abuse. While the monetary sum at the time was not great the issue is with repeated problems which are increasing in cost with each repair. the last repair was for over $550. The original cost of the unit was around $700 retail. With the total costs of keeping a working unit now exceeding $1400 it is totally unacceptable that you would tell me the matter is resolved. My unit now has two inoperative USB ports that were working and now are not. The repair of the motherboard and the inadequacy of product testing is evident in the condition of the unit I received in return. I fail to understand why you choose to ignore this issue and say "matter resolved." Unless some thing is done to resolve the issue I will refute the latest $550 repair through American Express card company and will seek resolution in small claims court.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the records that we have was the first repair of the unit when it was still in warranty. Our customer called us last 11-23-2013 for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computer. Based on our records the computer only had 1 repair with the repair order number TC-10416915 under the standard limited warranty of the unit and due to an out of scope issue which is not covered by the warranty our customer was able to settle and authorized the payment for repairs of the main board ($54parts+$60 labor fee= total of $114.00) for this case. As of now we cannot find any repair under our customer's computer. Our customer may contact the facility or repair where they processed the repair or they can contact Toshiba repair services at ###-###-####. At this time we consider this matter closed.

Consumer

Response:

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

I fail to understand why Toshiba refuses to acknowledge the repairs of the motherboard that were in excess of $550. Upon receiving the computer after repairs, none of the USB ports on the right side worked. This required sending the unit back to the repair facility where the computer is currently located. I fail to see the professionalism or the customer care a first rate company should exhibit in their daily interactions with customers.. It is apparently clear no one at this organization cares enough to stand behind their product. I hope all these executives that are drawing big salaries will at some point in their life run into a brick wall in which they get treated the same why they have treated me. There has been no gesture of reconciliation nor any apology offered for this series of technological blunders which only make the company appear inept and cold.

Review: bought a refurbished toshiba chromebook laptop. 2 months later the screen started blanking out in a small area. every day the screen would get worse. contacted toshiba and was asked if we ever dropped computer etc. (answer was and still is a resounding...NO!!).

had to pay $30 for them to sdend out a "special" box to send in the laptop for repair(was still under warranty).

After receiving toshiba informed me that the lcd screen was "bad" and computer must have been dropped, and the repair would be $134

This computer was never misused, dropped, or damaged in any way. the fact is there computer was crap and they did not want to fix it.

repair order #=[redacted]

serial order #= [redacted]

Chromebook CB35-[redacted]Desired Settlement: would like a refund of $174.06 + the $30 for sending computer back. that the laptop cost. But..would accept a replacement and hope it would last longer then the old one

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer arrived in our depot repair facility and diagnosed by our technicians. They found out that the LCD is broken which considered Out Of Scope issue that cannot be covered by the Standard Limited Warranty that our customer has that’s why there was a Quote On-Hold that needed to be settled from there. If our customer has any questions or concern they may contact our technical support department at ###-###-#### or they can contact Toshiba Repair Services at ###-###-####. At this time, we consider this matter closed.

Review: I purchased a new Toshiba laptop and noticed I was making several errors when typing. I thought it was user error and it would take time to adjust to the new keyboard. However, after further review I noticed some of the keys were not even with the others. I called Toshiba to make sure this was not a new design and they stated all keys should be even. To summarize: I have contacted Toshiba at least 6 times with long wait times, call disconnections, and actually speaking with reps. I sent the laptop back to get the keyboard repaired and the only thing they did was reload the system software which had nothing to do with my complaint. They said there was a dysfunction found. I was told to send it back again. I asked them to replace the keyboard and check all of the prongs to make sure all keys were even and new. I also told them that now I have an error message in the lower right hand corner that wasn't there before. They sent it back and there are still keys that are uneven, the error message (re:secureboot isn't configured correctly) is still located in the lower corner, and now I no longer need a password to log in. There are 2 log in options, the screens are reconfigured, not as they were set up when I first purchased it. I knew I had to handle these issues now, to hopefully prevent any issues after my one year warranty is up. I use my computer daily for work and this back and forth has caused me to be very unproductive and miss out on work options.Desired Settlement: I was sold a dysfunctional computer per their reps report because that's why they had to reload the software (system defect). I feel I should be entitled to a brand new computer as I thought I was purchasing in the first place. I no longer even know how to navigate how they have my computer set up. When I purchased it, I could work it just fine. Now on top of the initial concerns they have set it up differently. The amount of time I have dedicated to this is ridiculous!!!! I need my computer!

Business

Response:

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

Review: A Toshiba Laptop was purchased as a gift for me on 10/31/2014. It arrived 11/04/2014.

Upon trying to set the machine up, it became unresponsive. I called technical support and reached someone who did not speak nor understand English clearly. Multiple times I requested to speak to someone else and multiple times I was denied that request. I requested to speak to a supervisor and was told that one would call me back within an hour. This did not happen.

The following morning, I called again. Again, I reached someone who was very difficult to understand but since I'd already requested my call be escalated to a supervisor, I started with that. I was told the supervisor would not be able to help with technical support. Either I wasn't transferred to a supervisor or the supervisor was able to offer tech support. This particular issue, was finally resolved, after several hours on the phone.

More recently, the laptop failed to start. Upon further tech support, it was determined the AC adapter is bad. Toshiba offered to send a replacement while putting a hold on my card for $83.60 until the defective part was received. While for some people, this would not be a problem. For me, it's a hardship. Escalating the call 3 more times resulted in nothing satisfactory. Given the circumstances, I would like to return the laptop and its defective AC adapter for a full and complete refund. I was advised to call Toshiba Direct.

The following day (today), I called Toshiba Direct & explained the situation. I was then transferred to Toshiba tech support. Where I again spoke to 3 or 4 more people, the 3rd person offered to try to order the AC adapter without putting a hold on my card - if that was offered in the beginning, I'd have gladly accepted the offer. But 10 people later is unacceptable. I simply want to know how to go about returning this laptop and its components for a full and complete refund. They then told me that it's out of the 14 day return time.Desired Settlement: I want to know how to return this machine & its components for a full & complete refund.

Furthermore, I would like this issue brought to the attention of Toshiba. I am sure that someone within the corporation would be displeased to know that rather than risk losing $83.60 if I didn't return the defective AC adapter (why would I keep something defective?) they've now lost hundreds of dollars in sales. If this is a pattern that's being established, Toshiba will lose both revenue and reputation.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s concern was already settled since Toshiba Direct where the customer purchased the laptop provided our customer a Return Material Authorization (RMA) for them to return the unit to Toshiba Direct. If our customer has any questions or concerns in returning the unit back they may contact Toshiba Direct Customer Relations Center at ###-###-####. At this time we consider this matter closed.

Review: Keyboard is double typing letters. I have sent the computer in 3 times to have it fix. Each time they send it back unresolved. Should replace.

After giving Toshiba 3 chances to fix the problem I should receive a new product or a refund. I should have received a new product the first time I sent it in for repair and they failed to do their jobs. Now, it has been three times and clearly they have provided me with a faulty product and horrible customer service. I would like a refund for the cost of the device.Desired Settlement: At the very least I should receive a new replacement product. However, I have lost my faith in the company and would prefer a refund for the price of the product.

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 offered to send the computer back to our Toshiba

engineers for rework in accordance to the standard limited warranty of the unit

and discuss the possible replacement if our Engineer’s found out that the unit

is unrepairable. Currently the shipping label already sent to our customer that

she can use sending back the unit to our Toshiba Engineers facility. At this

time we consider this matter closed.

Review: On Oct 27, 2013, I purchased a Toshiba Satellite P50 laptop from Toshiba Direct. It arrived on Nov 8, 2013. I soon noticed that the mouse touchpad was not functional, and that any attempt to update the graphics card driver would cause the computer to crash and bluescreen with the same error messages repeated (driver_power_state_failure, video_dxgkrnl_fatal_error, whea_uncorrectable_error, system_thread_exception_not_handled). The computer has never worked properly, but at first, I assumed that this was merely a software issue that could be easily repaired. As a student, I was in the middle of midterms and I did not have the time to fully pursue the issue, although I did call into Tech Support as early as Nov 19. Over winter break, I called in again to tech support, but as that was unsuccessful, I decided to go through with sending it back to Toshiba's repair depot in Indiana using the Microsoft Store's "Warranty Concierge" service. The first time the laptop went there, the technicians replaced the hardware of the touchpad, which fixed that issue, and reinstalled the operating system, which was unable to resolve the system crashing/bluescreen issue. The computer was shipped out a second time, when the technicians replaced the hard drive, which also did not resolved the bluescreen issue. The third time, although a Toshiba case manager told me I was qualified to send the computer to Toshiba's VIP California facility, the repair order told Microsoft to send it back to the lower-level facility in Indiana. A customer support agent rudely informed that they were unable to cancel or redirect this order, and that I had no choice but to wait for the Indiana facility to attempt to repair it again and send it back to CA (adding another 3 weeks' delay) before it could be sent to their CA facility, where the technicians are actually qualified to declare it unrepairable. Indiana has twice been unable to repair the computer; how many more times must it be sent there? Is Toshiba trying to wait out my warranty?Desired Settlement: I want a full refund of the purchase price ($1,059.99). It's been three months, the computer has never worked properly, and Toshiba has been unable to repair it. I bought a computer, not a customer service hassle. If that is not possible, I would like an immediate working replacement of the same model of computer, as the warranty states. Enough is enough.

Business

Response:

A TAIS representative was in contact with our customer on 02/13/2014. TAIS has apologized for any inconvenience and has offered to provide a service work order with our VIP service for diagnostics and repair in accordance to the warranty. The customer has accepted the repair. Currently we are waiting for the customer to receive her unit from the Microsoft concierge. At this time we consider this matter closed.

Review: On May 29, 2014, I purchased a Toshiba 15.6 inch Lap Top Computer, serial number [redacted] from [redacted] store in Myrtle Beach, SC, the product came with a 12 month warranty, On September 18, 2014 while using the lap top the screen went completely blank, On September 19th I contacted Toshiba Technical Support speaking to employee named [redacted] (refer#2[redacted]), she asked me several questions about the computer and we tried a couple of ways of fixing it by telephone to which none of them worked, she then asked me if I or any member of the household had ever dropped or had a liquid poured over the laptop, to which I answered "no" , she asked me if I had the opportunity to hook the computer up to an eternal monitor, which I said I had and the computer works that way, but screen on laptop stays blank, I explained to her that there is only my wife and I that live in the house and we are the only ones who use computer and it stays at a place on a desk and looks brand new, which it almost is, she asked me to hold, she then came back on the phone and stated she had spoke to her supervisor and they will not be fixing the computer as there was a good probability that we had either dropped the laptop or a liquid was poured over it, I told her that she asked me if those things had happened and I told her "no" and asked her to speak to her supervisor, to which she took my number and advised me that he would call me back within two to three hours, at filing of this complaint no one from Toshiba has contacted me in any form.Desired Settlement: I am requesting the computer be repaired to its original working order as stated in the warranty, and I bear no costs for repairs.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that after the troubleshooting that was done to our customer computer they determined that the screen has damaged and it’s not covered by the standard limited warranty of the computer. Our customer can contact Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair. At this time we consider this matter closed.

Review: I have called Toshiba on more than one occasion since buying my laptop in June. The first time I called them it was because I have pixels out on my screen. They told me there was nothing they could do. Today I called them because 2 out of 3 USB ports are not working. After talking to two technicians and a supervisor my computer now has more issues wrong with it then when I began. I told the supervisor that none of the trouble shooting techniques the others used worked and that I wanted it fixed as in accordance with my warranty. They are not willing to have me send it in to be fixed as they keep thinking trouble shooting options will help. I spent more than an hour total on the phone with them to no avail.Desired Settlement: I would simply like them to either repair or replace my laptop. (Depending on its damage.)

Business

Response:

A TAIS representative was in contact with the customer on 01/30/2014. TAIS has apologized for any inconvenience. Tech support offered assistance, basic troubleshooting so the issue could be isolated with the customer declining stating she did not have the time and disconnected the call. For trouble shooting assistance or setting up a repair, the customer may contact tech support 24/7 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.

Yes, the 3rd person I talked I did tell I had no more time, as my child was waking up and I only had 10 minutes. However prior to that person I spoke to two different technicians who walked me through various troubleshooting tips. I spent more than an hour total on the phone, with no help to my problem. The issue was each person had me doing the same thing. My brother who does computer repairs has told me that there is nothing that can be done for the USB ports over the phone, they need to be replaced. I was trying to find out how to send my computer in under warranty, and everyone wanted to just simply walk me through things that will not help. It needs to be repaired.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 01/30/2014. TAIS has apologized for any inconvenience. For trouble shooting assistance or setting up a repair, the customer may contact tech support 24/7 at ###-###-####. If there is a quote for any Out Of Scope repairs (out of scope meaning the repairs are not covered under the Standard Limited warranty) the customer will be contacted. At this time we consider this matter closed.

I recently upgraded my Satellite S55t laptop to Windows 10. My laptop is still under warranty. The Elan touchpad does not work in Windows 10 and Toshiba has not chosen to provide updated drives. Instead they transfer you (after hours on hold) to some tech in the Philippines who tells you that your warranty only covers hardware and that you will need to pay $100 to fix a problem that Toshiba should have fixed weeks ago before windows 10 was released. THIS IS A SCAM!!!

Review: I purchased a Toshiba computer and price was advertised with a rebate deducted, so final price indicated included a refund. I filled out all paperwork and sent in for the rebate and did not receive the rebate in the promised time period and have still not received it. Further follow-up by myself and the store manager and others, including escalation department staff at Toshiba have not succeeded in producing the promised rebate, although many promises have been made that Toshiba would send it. According to the office store manager, Toshiba does not dispute I am due a rebate, but will not promise if or when it will be sent. The same was promised by the escalation department who said to call back in a couple of weeks, if the rebate was not received. This was done, but they did not call back and still do not send the promised rebate which is now months overdue.

Product_Or_Service: Toshiba laptopDesired Settlement: DesiredSettlementID: Other (requires explanation)

I request the rebate be sent immediately, along with a punitive fee to compensate me for my time and distress in trying to get this resolved, when it is clear the company is not being cooperative in resolving the dispute. I also request a written apology from Toshiba, admitting they are at fault in this case.

Business

Response:

A TAIS representative was in contact with the customer on 01/27/2014. TAIS has apologized for any inconvenience. The rebate was received on 11/11/2013 and was approved on 11/16/2013. The $50.00 VISA prepaid card was sent to the customer on 01/28/2014. The card should arrive in approximately 3-4 weeks depending on mail distribution. If the customer has any other questions he may contact the Rebate Center at 1-888-221-4317. 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 the company has submitted a check to me (please note your company response is incorrect about this, as they are incorrect about everything), I am dissatisfied with the effort it took to receive any kind of satisfactory response from the company. I experienced customer service personnel who were either actively uncooperative, or would not do the least amount of follow-up, and when I called the company corporate offices, they would only refer me to the escalation person, who would not take further action, and would not let me speak to any other manager or executive at that location. Normal customer service personnel were unhelpful. Company admits they have a complete record of my contacts going back months, but can not explain why they were never replied to. The executive at the corporate offices who finally did assist me, said that the behavior by company personnel was completely improper and could not adequately explain why I had been given the runaround. At most corporations, there may be a slipup, but any kind of complaint would usually result in rapid action, and that was not the case with Toshiba who did not even cooperate with the retail store who intervened on my case, and whose personnel seemed to go out of their way not to assist me and deflect further inquiry. I discussed this at length with their corporate officer, but still have no understanding as to why this occurred this way, although he did say he would try to find out why the company's staff were not responding effectively. Normally, I would consider a case like this closed, but not when staff actions are so grossly ineffective and unsympathetic to the customer. Especially in the case of rebates, where companies have a vested interest in not paying out the amounts properly, there needs to be much more scrutiny of their actions. The average person would not be willing to do the follow-up I did, because the money is not worth the effort, which would generally mean they would never receive their rebate.

Also, in most cases all emails and phone calls to the company were not responded to, until I tried to contact the company by unconventional means.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 01/27/2014. TAIS has apologized for any inconvenience. The rebate was received on 11/11/2013 and was approved on 11/16/2013. The $50.00 VISA prepaid card was sent to the customer on 01/28/2014. The card should arrive in approximately 3-4 weeks depending on mail distribution. Again if there has been any miscommunication or any inconvenience, we do apologize for this. Rebates are handled through the center and if the customer has any other questions he may contact the Rebate Center at 1-888-221-4317. At this time we consider this matter closed.

Review: I bought a Toshiba laptop L55-[redacted] at a [redacted]'s in Dallas in September of 2014, with one year manufacture's warranty. Last week(March 3rd), the laptop would not open as the right-hand hinge looks broken/bent. I stopped using the computer and when I called Toshiba , the supervisor([redacted]) told me that this is NOT covered by warranty. I believe this is unfair as my computer is only 5 months old. This is a very common problem with Toshiba laptops as a search of the internet can confirm this.Desired Settlement: I expect the company to replace/repair the defective part.

Business

Response:

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; 03/20/2015 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.

Review: Thrive tablet auto updated to new os and now will not work. Will not boot up. No option to allow revert back to previous version. Company reps say on forum no plans to fix or allow rollback leaving us with useless $300+ coaster. Many very angry customers reporting same problem online. Consumers never buy toshiba.Desired Settlement: Replace thrive or fix problem.

Business

Response:

A TAIS representative attempted to contact our customer on 12/03/2013 but the phone number given is not a working number. An email has been sent to the customer where as TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 07/2013. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Review: I purchased Toshiba [redacted] on 08/23/2015. Serial Number: [redacted]. Part number: [redacted]. The laptop ran well after half month. The only problem is the dot key doesn't work at all since I bought this product. Then it started wireless connection issue: it dropped wireless connection so many times and after a lot of effort on my end to change my router, check connection... I contacted Toshiba Customer Service around Oct 2015. The the technical person helped me to install a new driver from Toshiba website. It worked for another 2 months then dropped internet connection again. I called Toshiba Customer Service again today noon time, and husband talked with a supervisor there with Indian accent and he requested me to pay $99 just for a chance to talk with a technical guy today only. This is not a new issue. It is the same issue regarding to the wireless connection. It happened over and over again and we have been tolerant it for months!!! It doesn't make sense to me Toshiba sold me a defective product and now requests its customer to pay for a discussion on the defect!!! I presented that to the supervisor but he refused to listen. I requested to return the product under the 1 year warranty. The supervisor refused too and hang up on me very rudely. I cannot believe that Toshiba had such a horrible customer service!!! I want a working laptop because I bought it brand new or please return my money back!Desired Settlement: I want my money back. Sincerely I lost my trust in Toshiba products and Customer Service. If not, please replace my laptop. Please do something to fix this. It is unacceptable to ask me to pay for the service for the defective product. Wireless doesn't work, dot key on the keyboard doesn't work either. Please help fix this!!!

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 are going to coordinate with our level 2 technicians to perform troubleshooting on her computer. Our customer has been contacted by our technician and they performed troubleshooting on the unit and they found out that there is a hardware issue on the unit. In accordance to the Standard Limited Warranty (SLW) of the computer a depot repair order was for processed under repair order [redacted] and our customer was advised that they will receive a box with a shipping label that they can use to send the computer going to our repair facility. If our customer has any questions or concern they may contact us at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a Toshiba laptop and was able to use it for only a few weeks before it crashed. It would not boot up to Windows. I called for support repeatedly. Each time I was walked through some process to attempt a system restore, then told to wait for one reason or another. Finally I was able to convince them to move to the next step in troubleshooting because system restore failed. I then had to wait for a system recovery disk. I was told I wouldn't have to pay for it but I did. I was later refunded. The system restore disk failed. Again I called repeatedly, following the instructions of their agents, and was repeatedly walked through different processes to try to use the recovery disk. Finally, they decided to make me wait for a second recovery disk. When that arrived, I went through the exact same repeat-call runaround from Toshiba's "help" desk. Finally they asked me to send my laptop in. I did this, and they returned it to me un-repaired saying that it was not in warranty. When it came back it booted up to a "power-on password" which had never happened before. When I called to complain about everything, I was given several different reasons for the lack of assistance. First, it was that the computer supposedly had hardware damage to the monitor. This wasn't true. Then it was because of the power-on password. However, that never happened before they had the computer, and they never mentioned that as a cause for any issue until I told them it was happening during my millionth call to try to receive help. I put in a prior complaint to this Bureau because of how poorly I was treated before sending the computer in. I am convinced that the company intentionally and repeatedly stalled me so that my complaint would time out. I have never felt so poorly treated by a company in my life. I feel abused by their terrible customer service. Their unwillingness to provide customer service or stand behind their own products is shameful.Desired Settlement: I would like this laptop to be replaced. It was obviously defective and I am not willing to waste any more of my time trying to troubleshoot this issue with a company that treats their customers so horribly.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 01/12/2015, 01/13/2015; 01/14/2015 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.

Review: I bought my laptop new at best buy back in june of 2013. They tell me that it was already registered and the warranty expired back in 2012. I don't understand how something can expire a year before it was bought I thought it was a year after it was bought.Desired Settlement: I know what the problem is with the laptop and can fix it easily myself. I just need the hard drive and restore disc for the computer. Or they can take it and fix it for me but, I would prefer to do it myself that way I know it is getting done right.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has advised our customer since he mentioned that he bought his computer last June 2013 he still have 1 month before it will expire and we can still send it to our depot for repair as long as he can provide a Proof of Purchase to our warranty department to register his computer. If our customer has any questions or concern they may contact us directly at 949-461-4321. At this time we consider this matter closed.

Review: I recently purchased a very expensive Toshiba laptop. The computer was purchased in march. It is less than a year old . I have a line in my screen that doesn't belong there. IT is a manufacturer defect for sure. I went to the computer store where I purchased the computer and they told me to call Toshiba . which I did. I was accused of damaging the computer which is clearly not the case. I am appalled at the treatment I received and want the screen replaced. This computer cost me $2000.00 and should still be under warranty till 2017. I don't understand why this company wouldn't want to fix this issue. I am a first time Toshiba customer and spent alot of money on this computer. I will not recommend this brand to anyone if this is not resolved. I believed I was purchasing a high quality gaming computer and I am very disappointed in the customer service for this product. I would like someone to tell me how it is ok not to stand behind your product that you sold for so much money. I clearly could have choose another computer manufacturer that would have had a better warranty and better customer service. Now for the rest of my time with this computer I have a line going thru the screen interrupting my wonderful graphics which is what I paid so much money for. I am absolutely disgusted. Also I had the screen checked and there is NO DAMAGE to it at all. This is a defect and I would like it fixed so I can enjoy what I paid so much money for!Desired Settlement: I would like the screen to be replaced by the computer store that sold me this computer.

Business

Response:

A Toshiba America Information System (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has provided option to our customer, she will bring her computer to the Authorized Service provider (ASP) and she will let us know what the result of the diagnostic is. TAIS has provided the information of the ASP. If the customer has any questions or concerns they may contact us at ###-###-####. At this time we consider this matter closed.

Review: My Toshiba laptop has been an absolute nightmare since purchasing it in August 2014. In the nine months since purchase, there have been four significant hardware malfunctions, including two hard drive failures. Toshiba’s customer support center has only exacerbated my problems. When I pay $1,000 for a brand’s top-of-the-line model, I expect top-of-the-line support for such premature hardware malfunctions.

When on the phone, I have had four representatives schedule a time to call me back for various reasons. Three of the four blew me off altogether while the final one returned my call 75 minutes late. Further, I can recall three specific instances when representatives gave me blatantly inaccurate information. The first supposedly submitted a service request for my laptop. After not receiving the service survey to start the process, I called back to discover that no such request had been made. On a different occasion, a representative said she had applied a “free box” to my service request as I shouldn’t have to pay their standard $30 shipping fee after it’s been serviced two previous times. That was untrue as I was prompted to enter my credit card credentials to start the process, and I wasted yet another hour on the phone remedying that. Finally, when my laptop malfunctioned the most recent time, I called and asked to speak to a case manager to request a refund for the defective product. The representative that I spoke to said that the case managers were in a meeting in their conference room, but that he would grab them after the meeting and have them call me back immediately. He assured me that I would receive that call within the next one or two hours. That call was just before 11PM eastern time (9PM Mountain Time where I live). After 1AM eastern time I called back, as no case manager returned my call as promised, only to be told that case managers are only in the office until 8PM eastern time. Not only did no one return my call, but the representative provided me with blatant misinformation, as they had already left for the day when I spoke with him.

The first time my hard drive failed, the representative I spoke to asked me to take the computer to a local service center to get an opinion on the problem and to see if they could retrieve my files (which they couldn’t; I lost everything two weeks before the end of my final semester of graduate school). I paid out of pocket to receive a professional opinion that the battery, hard drive, and motherboard ALL needed to be replaced. I relayed that information over the phone and in the written notes I passed along to their service center. When I received the system back from the service center, their note to me said that they had replaced only the hard drive. Sure enough, within three hours of use, the new hard drive failed. Perhaps they should have heeded the professional opinion that I paid out of pocket for.

All in all, I’m left with a currently defective computer that’s been into their depot repair facility three times already, a computer that has been defective more than it has been functional. Angered at their disregard for the professional opinion I received and the tens of hours I’ve spent on the phone with them, I called Toshiba and requested a refund as the product is clearly defective, and after four hardware failures, I can no longer trust them to remedy the problem. The case manager I spoke with consistently refused my refund requests, so I now turn to the Revdex.com for help.

I hereby request a full refund for the cost of the computer which is $963 including tax (I can provide the receipt). I am also requesting a $30 refund for having to buy a shipping box in this matter and the $25 I paid for a professional opinion that was subsequently disregarded. The total damages I feel I am owed, then, is $1,018, and that does not include any recompense for the significant amount of time I lost on the phone with representatives and with shipping the computer back and forth.Desired Settlement: I hereby request a full refund for the cost of the computer which is $963 including tax (I can provide the receipt). I am also requesting a $30 refund for having to buy a shipping box in this matter and the $25 I paid for a professional opinion that was subsequently disregarded. The total damages I feel I am owed, then, is $1,018, and that does not include any recompense for the significant amount of time I lost on the phone with representatives and with shipping the computer back and forth.

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 spoke to one of our case manager representatives and

was advised that we can send the unit to our Toshiba Engineers facility for them

to check and physically diagnose the computer. Our customer was informed that

the refund is not the option and what we do is to support the computer in

accordance to the Standard Limited Warranty ([redacted]) of the unit. TAIS has

provided a free box that our customer can use to send their unit to our

engineer’s facility. 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.

Contrary to the opinion of Toshiba America Information Systems (TAIS), a matter is not closed until it is resolved. Their response to this matter only points out the details of what was done after a case manager very adamantly refused my requests for a refund over the phone. The computer was indeed shipped to an engineer, but not because that's what I wanted or what I felt would resolve the issue. It has been sent out three times, one of the times to a "senior technician" for a more thorough re-work, as I was told. If a re-work hasn't been successful three times already (including one by a "senior technician"), then why should it be successful on a fourth attempt? The computer was sent to an engineer because the case manager who refused my requests said I could either send it there or he would not help me any further. Contrary to the opinion of TAIS, this case is not closed, as I have not yet received my computer back from the engineering facility. I cannot confirm that it works. I still have no peace of mind in this matter.