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Toshiba America Information Systems Inc

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Reviews Toshiba America Information Systems Inc

Toshiba America Information Systems Inc Reviews (1326)

Review: At this point I have been on hold for over 79 minutes. This is not the first time I have called with problems with my computer. Also not the first time I've had to wait a long time. It will not connect to the internet consistently via wireless. Works fine with eithernet cable. The last time it started working, So they said there was nothing they could do to help me further.Desired Settlement: Per the warranty they can repair or replace the computer.

Business

Response:

A TAIS representative has attempted to contact our customer via email being as there was not a phone number listed; currently we are waiting for the customer to respond to our email. The customer is welcome to contact us directly at [redacted] or by email [redacted]

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 called MS [redacted] and left my name, phone number and the serial number of my computer. Her answering machine stated she would call within 24 hrs. That time has come and gone. She can respond through the Revdex.com as I am. It Appears this company has no regard for other peoples time. 108 minute before there tech. support answer the phone, 43 hrs. since I left a message with MS [redacted]. I don't have the time to sit around and wait for the phone to ring.

Regards,

Business

Response:

A TAIS representative has been in contact with the customer. TAIS has offered to provide a warranty repair for the customer. The customer has accepted. Currently the customer is waiting for the courtesy box to arrive and will then send the unit to the engineers for diagnostics and 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 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.

Ms. [redacted], I received my computer today and everything appears to be working fine. Thank you, Very much!

It would have been better if they did this 6 months ago when I first complain to tech support. Also I hope that something gets done about the 108 minute wait before tech support answers there phone.

Thanks again

Regards,

Toshiba offers the worst customer support I have ever experienced. They want to charge you for everything if your one year warranty expires. I just got off the phone with them. they want $39.99 to investigate your issue and then $99.99 to solve 1 issue. I upgraded from windows 8.1 to windows 10. My DVD/cd player stopped working. They wanted money to tell me that there was a registry error and they could fix it for $99. I asked for a current driver for windows 10...no answer...$99. I asked if I used the recovery discs would it restore my computer to it's original factory setting (windows 7 with all drivers). No guarantee. for $99 they would fix it.

This has happened to me on two other occasions trying to get help with their computer. They do not stand behind their product (unless you pay $99 for a one item fix otherwise its $499 for one years support). I will never buy Toshiba again.

Review: I am in the process of getting a repair from Toshiba Repair Services (www.toshibarepairservices.com). I was linked to the repair service from https://support.toshiba.com/repair for “Out of warranty laptop repairs”.

There have been several points of dissatisfaction with my experience. First, the price list on the website is misleading advertising. Only two prices are listed: a “Minor” repair for $252 and a “Major” repair for $390. After I mailed my laptop, I was quoted $553 for a new motherboard, ribbon cable and touchpad. The price list implies that there are two thresholds of prices, and a repair should not exceed $390. The disclaimer on the price list page claims only that some repairs may exceed the “Minor” repair price of $252.

The FAQ page includes the following text: (copied from the website)

How long will it take for repair service?

Once your unit is received, most repairs are completed within 5 business days. If we encounter any extensive delays with your repair, you will be contacted.

When I approved the estimate I was told a part would need to be ordered which would take 5-7 business days. Today, it is 12 business days since I approved the estimate. During this time, I was not contacted with any indication that the repair process would require more than 5 business days. I called and was told the parts have arrived this morning. I requested that I be reimbursed for the delay with expedited shipping (a $9 value) at no additional charge. Customer service repeatedly insisted that the delay was NOT excessive (despite being literally in excess of both the delay time quoted on the website and the delay time I was quoted). I find it difficult to believe that Toshiba would require 12 business days to send a part to a repair depot, and it is infuriating to me that such a repair service would risk Toshiba’s reputation to hang onto a $9.00 shipping charge.Desired Settlement: It would have taken $9.00 to buy my silence, but I would now like to be refunded everything in excess of the $390 major repair fee advertised on the price list for Toshiba Repair Services. I want my repair bill reduced to $390.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research the price list on the website specifically the Major Repair that cost $390 is for the Mother Board or LCD replacement/repair only and any additional parts that’s need to be replaced that would be excluded to that advertisement price list. Our customer can contact Toshiba Repair Services for more details ###-###-####, at this time we consider this matter closed.

Consumer

Response:

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

The below is quoted from the price list.

"*Every unit is diagnosed individually. The initial cost for the diagnosis and shipping is $131. If you choose to proceed with the repair, the $131 diagnosis and shipping fee will be applied towards your repair cost. Most repairs fall within the $252 minor repair. Some repairs do exceed this amount and a Toshiba Repair services consultant will contact you with your quote. Repairs begin only after a quote is approved. "

This language indicates that the repairs may exceed the minor repair threshold of $252, but does not indicate that they would exceed the major repair threshold of $390. Additionally, this response does not address my complaints of two other violations of terms on Toshiba's part, namely that the website FAQ states that most repairs will be completed in at most 5 days, and the customer will be contacted if the repair time will be excessive -- I received no such communication -- and the guarantee from service that the parts ordered would be received in 5-7 days -- the parts arrived in 12 business days. I received a voicemail from a Toshiba representative from a number that could not be reached with a return call, and several other calls I received from the same number were disconnected as soon as I answered. No other contact number was provided in the voicemail. I was denied any refund by the service representative because they considered that the repair time was not excessive (even though the promised repair time was LITERALLY exceeded by several business days); in the voicemail, the Toshiba representative admitted the repair time was excessive but refused any refund.

Review: Toshiba refuses to honor my right to return, be refunded or have exchanged a defected Satellite laptop, whose screen I found completely cracked on the third day after purchase. According to Toshiba, the damage is physical, i.e. by the user. I bought this laptop, Toshiba Satellite C55-A5310, At Best Buy in Emeryville/Oakland. I was given a sealed box, which was brought out from the warehouse storage by a sales associate. Something felt fishy to begin with, like the laptops inability to recognize Microsoft Office Trial, but the worst awaited on the third morning when, upon turning on the laptop, I found the screen almost completely cracked. Only a little corner on the right side of the start-up screen looked like it should be, a serious crack ran in the middle from top to bottom, surrounded by a huge black balloon shape. All else was pixels and dotted lines. I have been a laptop user since 1997. I am a writer, and to me my computer is my lifeline. I know how to handle my lifeline with care. This computer was sitting on a desk where I was using it, was doing okay when I shut down the computer, and showed the cracked screen upon turning it back on the next morning. Toshibas attitude is, "you did it", and "you can send it it for repair, but well charge you." I believe this laptop was defective to begin with. Best Buy wrote off their responsiblity by refusing to take it back, even though it was merely three days old, and Toshiba wrote off its responsibility as a manufacturer by having me become the culprit of a defective laptop. All this has been very taxing, and it has taken off so many work hours from me, let alone the emotional upset of having been rendered responsible for faults that have nothing to do with me.Desired Settlement: My desired settlement is a full refund of USD 430,00.I could go for more, like having Toshiba pay for my lost workhours, lost writing engagements, etc. Also, it would be important that laptop manufacturers would no longer be excused from installing low-quality screens to their laptops and then have the right to not cover them in warranty, which seems to be a case. There are plenty of other people who, because of their current financial standing, cannot buy a super expensive (durable) laptop.

Business

Response:

A TAIS representative was in contact with the customer on 12/20/2013. TAIS has apologized for any inconvenience. TAIS has informed the customer a cracked LCD is an Out of Scope repair of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed the customer the cost of the repair is now their responsibility. A refund of the product would be directed to the reseller where the unit was originally purchased to determine if the unit is within the correct time frame and policy of a return. If the customer would like to contact our out of scope repair depot, they may contact them at ###-###-####. At this time we consider this matter closed.

Review: I purchased a Toshiba laptop on November 27, 2014. After having the unit only 8 months, it completely lost power. I had to send it in to Toshiba's repair depot and received it back about a month later. 2 months after receiving the "repaired" unit, it lost power yet again. I requested that it be replaced with a new unit, but everyone I have spoken with at Toshiba insists I must get it repaired again. I am currently trying to send it in for repairs (even though I would like for it to be replaced), but the customer service department has failed to send me the shipping label that was first promised to me on November 11, 2015, and then the priority shipping box that was promised to me on November 16, 2015. It has been two weeks since I first contacted Toshiba about this latest problem, and I am still have a broken laptop that is less than a year old. I am highly disappointed in both the product and the service I have received in trying to rectify my issues with this laptop. I was a loyal Toshiba customer prior to this because of my past experience with their products. I don't believe the Toshiba brand puts out faulty products, but I believe I have a faulty unit, and I expect Toshiba to make it right.

[redacted] Toshiba Satellite Radius

Serial Number: [redacted] (from 1st repair in August 2015): [redacted] (from attempted repair in November 2015): [redacted] (from current pending repair): [redacted]Desired Settlement: I would like the laptop replaced with a NEW unit of the same or upgraded model.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

TAIS found out that our customer was able to speak with one of our case manager

last 11/23/2015 and they processed another repair for the unit under repair

order number TP-10595004 with a free box that our customer can use to send the

unit back to our repair facility. The box was already delivered last Mon

11/30/2015 9:00 am under [redacted] tracking ([redacted]). If our customer has any

questions or concern they may contact us at 1-800-457-7777. 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 would like the defective unit replaced with a new unit.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research our customer was advised that replacement is not the option and the unit was already sent to our depot repair facility to have fixed. Based on our records the unit was already repaired and shipped to our customer last 12/07/2015 under [redacted] tracking number ([redacted]) and delivered last Wed 12/09/2015 2:06pm. If the customer has any questions or concern they may contact us at 800-457-7777. At this time we consider this matter closed.

Review: At the beginning of July 2015 my 55 inch TV started having a thick black bar going through the center of the screen. Not making it possible for us to watch anything on our TV. The TV came from Best Buy and they told us we had to call Toshiba because of the warranty. The warranty which expires in December of 2015 (1 year) still covers the TV. I called Toshiba at the beginning of July 2015 to tell them about my problem. After almost an hour of trying to explain to the woman on the phone what was going on, she informed me that I had to file a complaint and order a new part for my tv. She told me the part should be in by August 16,2015 (ALMOST 6 WEEKS FROM WHEN I CALLED). After August 16, I called the repair company AND THE PART STILL HADN'T EVEN SHIPPED. I again called Toshiba and they told me that they didn't know when it would ship and that it would still be at least 10 days after the part was shipped to get it scheduled to get fixed. It has now been almost 2 MONTHS since I originally called to complain about the TV and IT STILL ISN'T FIXED. They don't seem concerned with the fact that I spent the money on this TV TO WATCH IT and have now not been able to even us this TV for 2 months.Desired Settlement: I either want a REFUND/NEW TV/REPAIR ASAP. I am sick of waiting. These people have horrible customer service. This problem should have been fixed ASAP. I should not be sitting here 2 months later still NOT KNOWING When my TV is even going to be fixed.

Business

Response:

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaint. After doing a research TAISfound out that this has been forwarded to our Order Desk department. Ourcustomer was able to speak with one of our Order Desk representative and theyadvised that they already processed the replacement. At this we consider thismatter closed.

Consumer

Response:

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

Regards,

Review: I bought a Toshiba Satellite L55 laptop in August (less than 5 months ago) and the right screen hinge is now broken and my screen is starting to come apart. My computer never leaves my table and is rarely closed, so I knew it had to be something other than what I have done wrong with it. I looked up this issue on the Toshiba website and saw that TONS of people have had the same problem. If that many people are having problems after just a few months of having the product then it obviously has to be poor craftsmanship. I called the Tech Support at Toshiba and they said it would not be covered under the 1 year warranty because it is "physical damage". I have physically done nothing to cause such a problem. I also called the Staples I bought it from and they said it would be $600 to fix it, which is almost as much as I paid for the computer. The is the first and last Toshiba I have ever owned. I am VERY dissatisfied with the craftsmanship/durability of this product!Desired Settlement: I would like my computer to be fixed, in a timely manner, for free. I have a warranty for a reason. I do not see having to pay out of pocket for a reoccurring issue that multiple people are also having.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer about the warranty coverage of her unit. TAIS has offered a VIP repair as a onetime courtesy so we can send the computer to our Toshiba Engineer’s to have it diagnose and fix the issue. Our customer declined the offer because she mentioned that she already shoulder the repair cost. If the customer has any questions or concern she may contact us at ###-###-####.

Review: My laptop is six months old, but was only used for three of those months, and has been treated with extreme care both physically and with protective software, including connection to an uninterruptible power supply.

It worked as expected for that time, then last Thursday, the seventh of May, I ran the Toshiba Update Software that came with the computer because of constant reminders to do so by the software. The software did not complete properly. After a restart the computer would no longer start without being plugged in, acting like the battery was dead when it was not, and immediately after that, it could run on the battery only with no issues. The keyboard also stopped functioning correctly and could not be used. I immediately called technical support and the first suggestion that I received was to see if the battery was functioning - to turn the computer over and physically remove the battery while it is running. This issue resulted from frustrating lack of listening and expertise that I suffered through the whole of this process. This suggestion seemed foolishly risky to the hardware, when the same test could be accomplished by unplugging it. I left the conversation with no confidence in the qualifications of the technicians I would be talking to. After finding no other recourse the next morning Friday I called back and spent the entire day running scans and working with technical support doing everything they asked me, and resulting in a complete wipe of the computer.

I expressed my situation that I had already lost a day of work, and that this computer is vital to my job. I suggested that due to my fear of renewed problems and delay of a resolution I asked that a new laptop be sent or a refund be sent. I was told that this is an option but I would have to wait the weekend until Monday. The representative that I spoke to on Monday was dismissive and rude, he didn't listen to anything I said and treated me like I should be grateful for anything they chose to do. It took until the end of the following day before I received a voicemail indicating that everything was taken care of, but the wrong information was sent, and I had to call again, something I had to do repeatedly in this process - chasing them down to honor my warranty. When I finally connected with another person Wednesday morning he helped me finally order the box to be sent to me so that I can send the computer to them which has been sitting in its original box since last Friday. According to the tracking information the box should arrive by Monday the 18th. This is seven business days from the time of the original issue, and they say that then their '7 to 10 day' time for repairs will start. This is completely unacceptable service, very damaging to my business, and a huge waste of time for me.Desired Settlement: I want a replacement computer, or a refund. I am understandably anxious not to have this problem repeated. A change in policy, is absolutely warented. How can it be that no one will take responsibility for the problem being 100% their fault, caused by their own pre-installed software?

Business

Response:

A Toshiba America Information Systems (TAIS)

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

found out that our customer has been contacted by one of our corporate

representatives and was advised that a depot repair was created and he needs to

send his computer to our repair facility to have it diagnose physically by our

technicians. In accordance to the Standard Limited Warranty (SLW) of the unit

refund or replacement is not the option. Upon checking on the repair status of

the computer, our customer was able to send the computer to Depot on 05/20/2015

due to keyboard and battery charging issues and was delivered back to our

customer on 05/27/15 based from the [redacted] tracking number [redacted]. At this

time we consider this matter closed.

Review: Toshiba Laptop computer hinges that have failed and cause the digitizer screen to crack, company wont cover under warrenty.

In october 2014, five months ago, I purchased a Toshiba L55T-B5278 from [redacted] for just under $700. On saturday Feburary 28 2015, as I opened the computer, the hinge on the right side made a popping sound, as I tried to open it, the screen started to seperate and a screw came out. The computer was brought to [redacted] that night and when their Tech looked at it, he said it should be cover under warrenty. As it was being closed back up, the hinge not working cause the screen to crack. I was told not to worry everything should be covered by Toshiba. I called the number I was given to Toshibas warrenty center and after explaining in detail what had happened, I was told they would not cover this, they feel its not a warrentied problem, I would have to pay $430 to $460 to have it repaired. I was very upset and asked to speak with a supervisor and was told the same thing. The failure of the hinge caused the screen to crack. I took it to several local computer repair facilities and they all tell me Toshiba Laptops have a history of hinges breaking and they wont fix the problem. Those companies cost to fix my computer would be very close to Toshibas cost because of the broken screen. As I have check the forums on their own web site with hunderds of complaints of broken hinges on Toshiba laptops, it makes me even more angry that I even bought that kind of computer in the first place. All I wanted was my computer fixed without having to spend what I payed to buy it. They should have made some type of offer to repair it at little to no charge to me and maybe they would find out why the hinges keep breaking on their computers. Now I have a broken computer I dont know what to do with, and its only a few months old. I did like the looks and operation of the product, I just wish they would stand behind what they make.Desired Settlement: To repair or replace my Toshiba L55t-B5278 Laptop computer at little or no charge to me

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 them to diagnose and fix the issue. TAIS has advised our customer that we will process a VIP repair and we will send a free box that they can use sending the unit going to our repair facility. Our customer agreed and accepted 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 bought a Toshiba laptop less than a year ago.It stopped working 3 weeks ago. I tried to contact them by phone and online, no response.The computer broke on June 25. I bought it on August 5 2014.it is a C55. I purchased it in [redacted] at [redacted] with a debit card. It was around $280. I have tried to contact Toshiba several times, no response.Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)I want a full refund.

Business

Response:

A ToshibaAmerica Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research TAIS cannot find any records on our systemsusing our customer’s information (Name, Phone #, Address, and Email Address).Our customer can contact our Technical Support Department at [redacted]. Atthis time we consider this matter closed.

Consumer

Response:

I was not asked for additional information, what do you require?

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed ourcustomer complaint. After doing a research TAIS cannot find any records on oursystem under our customer's information. Our customer can contact our Technical Support Department and providethe serial number of the computer at [redacted]. At this time we considerthis matter closed.

Consumer

Response:

I am on vacation and don't have access to my computer to get the serial number. I cDNA send it to you on August 8.

Review: I have made requests (known as RMA) for repair three timex (3x) on a Toshiba Laptop, Sattelite P55-A5312. All 3 requests for the laptop crashing (specifically blue screen of death) when uplugging the charger AFTER it has been plugged in, and the laptop used for normal,acceptable uses for more than 20 minutes. Toshiba has gone about replacing the HARD DRIVE all 3 times. This included wiping out the hard drive, and I lose my applications and computing environment. I am still without a properly working laptop as it keeps crashing.

The laptop crash is very likely related to the power circuit on the motherboard. I am also in the pc repair market as a IT technician. I repair equipment for my company daily. Based on all evidence I have read, and all of my own experience, the motherboard on the laptop does not switch between charger and battery quickly enough, or a unknown component on the motherboard (video, ethernet adaptor, sound adaptor, etc) create a fault, that causes the laptop to crash. Regardless, I have asked for the motherboard to be replaced 3x, with no consideration given. I have given clear oral AND written description of the problem with EVERY RMA request, as it is standard procedure for Toshiba to require a written description.

They have not read the description as I highly suggest that they USE the machine for 30mins after replacement to verify if the problem has been resolved. It seems like they replace the hard drive and ship it right back. I am still without a working laptop.Desired Settlement: I would like a complete replacement of the laptop with EITHER: 1. EXACT model or 2. Toshiba Satellite P50-BST2GX1

I will not take any other equipment in toshiba's lineup. I chose this model and paid the high price for the performance

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research this case has been forwarded to our order desk depart and TAIS found out that our customer has been contacted by one of our order desk representative to discuss about the replacement of the computer. At this time we consider this matter closed.

Review: I am contacting this particular office of the Revdex.com, because I was told by Toshiba customer service, to send my complaint to their corporate office in Irvine, CA.

On September 15, 2014, I purchased the Toshiba laptop serial #[redacted], at Radio Shack, in Monticello, NY. For approximately one month it worked well; after which, the problems have been endless. It freezes constantly. It shuts itself down. I can’t open an article to read. I can’t open my emails. I can’t shut it off when I want to. I could go on and on.

We have rolled it back to factory settings three times. We have cleaned it. We have run a malware program. Nothing helps.

Earlier today, I spoke with three Toshiba customer service representatives. Their solution was for me to send it back to them for a repair. This is unacceptable to me. I have no desire to keep this computer. Clearly, there’s something seriously wrong with it. If it were a year old, I would be able to understand and accept a repair; however, a brand new computer shouldn’t be having these problems. I wish to have this computer replaced or the money refunded, and under those circumstances, I am happy to return the computer to them.Desired Settlement: Either a refund or a NEW replacement computer would be acceptable to me.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s computer hasn’t process any troubleshooting procedure by our toshiba technical support department and our customer has advised that under the standard limited warranty of her computer we can send the unit going to our depot repair facility to diagnose the issue and have it fixed. However our customer declined that option. TAIS has advised our customer that we cannot process a refund or replacement for her computer. At this time we consider this matter closed.

Review: I have only had this computer for less than two months, and it had already broken. I requested a recovery disk, but they refused.

I was on hold for close to an hour, and the issue is still not resolved. My computer won't turn on due to a boot device error, which they ensured me was a software issue, which is not covered by warranty unbeknownst to me. All I asked for was a Windows 8.1 recovery disk, and they refused to send it to me. I need this computer for my career as a student.Desired Settlement: I request a replacement for the laptop, or I will pursue a legal settlement.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS has made multiple attempts to contact our customer by telephone however, the customer has not returned any of correspondence requests and after doing a research the customer’s computer has a built in partition which they can use to create the full image of the operating system in a disc., all Toshiba computer’s that has built in partition has notification upon boot up stating before installing any software the computer will advise the customer to create a recovery media and the message will show upon First Boot up of the computer. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: I purchased the product in December 2014. By early February 2015, the hard drive crashed. I had to pay $30 to send the product to Toshiba's repair center. I received the product back approximately a week and a half later and was informed a new hard drive was installed. Upon further use of the device, it became apparent that the product was much slower, and would freeze/crash when using a [redacted] Office product (specifically, Excel). In addition, it took a long time to log onto the computer, and the battery appeared defective as the device would automatically shut off soon after turning it on with a full battery. Each time this happened, I was taken to the Set-Up screen before [redacted] would even launch to input the date and time. We called back customer service and after several hours of complaining about how this was a NEW issue since the hard drive was replaced, they told us to send the product back tot he same repair facility. This was the email the repair facility sent us:

"Your computer has been tested here at the Toshiba Service Center and we have been unable to duplicate the problems with your computer. Your computer has passed factory performance and quality tests and appears to be working correctly. If you can provide us more detail information, perhaps it could help us find the resolution. Please contact us by replying to this email within 3 business days. Otherwise, we will have to ship your notebook back. In case there is any software/operating system/drivers conflict, do we have your permission to reload the operating system? Be noted that all data will be wiped and the OS will be restored as original configuration. If you have backup your data before sending the notebook for repair there will be no concern

Best Regards,

[redacted].

Customer Service

Repair Center

Phone Number ###-###-####"

We received the product back for the second time and now the battery is loose. So, we believe that the repair center has sent us back a worse product twice.Desired Settlement: I would like to return the product and get a full refund. I am not asking for the $100 I spent on [redacted] Office products that I had to install twice on this computer.

Business

Response:

A Toshiba America Information

Systems (TAIS) representative has made multiple attempts to contact our

customer by telephone 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: Computer just out of warranty-Repaired w/motherboard & hard drive. Now cursor skips around when typing & cannot load Office. This is unacceptable.

Bought computer at [redacted] 04/29/13 for 629.99-

Model [redacted], Serial [redacted]. Had trouble off and on needing to Reboot, again added programs, etc. several times. Computer died in May 2014. I took to [redacted] and had to get another year of their service for them to help. They sent off computer for repair and when returned it cost 273.93 for another motherboard and hard drive. The computer still is not working correctly. The cursor skips madly around when typing. Also, I cannot load Office 2013.Desired Settlement: Companies are responsible for their products. This computer is a lemon. When I visited this company's website to write them, I could not. They do not seem to stand by their products.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research our customer’s computer is already out of warranty since 04/29/14 and since our customer mentioned that they took the computer to [redacted] for repair TAIS will advise our customer to contact [redacted] again to check what would be the problem since they paid for the service or they can contact Toshiba Repair Service at [redacted], at this time we consider this matter closed.

Review: Several times I tried to place this order. Several on-line orders generated errors yet credit card co said the charges were pending on my card. What is the problem with you people. Twice, the price went up $100 when re-ordering. Every order I have placed has ended up with a ship date later & later - I needed this now. also you have accumulated pending charges on my credit card causing me to bump up against my credit limit creating problems when using MY credit card for other purchases. I have asked your rep to remove all the pending charges so I can continue to use my card. Rep refused to fix the problem. I had to call the credit card company to bump up my credit limit so I can continue to use my card for other charges while waiting for pending charges to fall off. My credit card company says they have approved all charges against my card for every order I attempted to place (online & phone). They say the problem is on your end. Not sure what the problem is. THERE IS NOTHING WRONG WITH ME OR MY PERSONAL DATA. Recent changes in my life causing changes to my personal data should not be a problem for you. It is not a problem for anyone else. WHY IS IT SO DIFFICULT TO GIVE YOU MY MONEY? this is stupid!! You are loosing a sale. I urge you to fix this problem TODAY.You have raised the price again. Therefore, I am unable to re-order this myself and get the price I had on this previous order. Due to all the trouble I have been thru, I really think you should take an additional $100 off, totaling $669 (even w/a better processor), to match the price I would have originally paid if my very first order had gone thru. But, based on the quality of service I have received so far, I expect you will refuse.Recent order cancelled - order [redacted]:BASE0250 - Satellite L70 / S70 Customizedi3-4000Backlit keyboardtouchscreen 17.3" 1600X900750GB HD6GB (4GB+2GB) 1600MHz DDR3L memoryDVD Supermulti drive +/- double layer10/100/1000 Gigabit Ethernet LANWireless b/g/n Wi-Fi w/Bluetooth 4.Desired Settlement: I would like order [redacted] re-instated, with all exact specs, without charging me so much as a dime more. As mentioned, I think u should give me add'l $100 off. I would like the order shipped asap. I would like an email confirmation when the order is re-instated, detailing all laptop specs as well as a delivery date. And I don't want the laptop shipped to the door-step where it will be stolen. Want it to remain at shipping co for pickup.thank you

Business

Response:

Toshiba Direct verifies all payment information when an order is placed. If we are unable to validate the information that has been provided, we cannot process the order. As we had discussed with this customer, the information provided on the orders did not match with the information associated with the customer. Therefore, for the cardholders security, as well as Toshiba Direct, we cannot process the orders.

Recent changes to a customer’s personal information may hinder our ability to process the order. Although, we will not divulge what specific information we look at to validate the payment information, changes to personal data will impact the order process. Unfortunately, due to possible changes in the customers personal data, they may not be a good fit to do business with Toshiba Direct based on our security and verification rules. We apologize for any inconvenience this has caused the customer and encourage them to visit a retailer that sells Toshiba products if they wish to purchase a Toshiba laptop.

We have never charged the customer nor have we settled with their credit card company on any charges. When a customer places an order, as standard practice, an authorization is run on the credit card to ensure that the funds are available. If the order is processed, this authorization drops off once we ship the product and settle the charges with the credit card company. In the case that an order is not processed, the authorization will drop off within 1-3 business days from the date the order is cancelled. However, this is not something that Toshiba Direct has control over and this is at the discretion of the credit card company. We have no way to remove the authorization hold and have advised the customer to contact their credit card company.

Review: I purchased a Toshiba laptop directly from the company website last June. I've only had the computer 7 months, and it does not work. I had to send the computer back to Toshiba in January for repairs because the keyboard would not work, and it was having software problems such as freezing, and shutting off. They repaired the keyboard, but sent it back to me without doing anything to the software or even checking it out. I know this from the repair order that they sent back to me that lists all of the work done to the laptop. Once I received the laptop back, it continued to have software problems until it finally stopped working all together. Now the laptop won't even turn on, it just gives an error message and will not boot or anything. I called Toshiba support because the laptop has a 1 year warranty. The customer support did not do anything, and told me there's nothing they will do for me. The computer has a 1 year warranty, and has already stopped working in only 7 months, but Toshiba will not do anything to repair it. How can you sell someone a computer that only works for 7 months and do nothing to fix it? I've never had such a cheap and useless computer before. I will never buy another Toshiba computer again.

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

I want Toshiba to either replace the laptop or give me a refund so I can buy a laptop from a real computer company that will last me longer than 7 months.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer called our technical support department after receiving the computer came from our Depot repair facility and our customer was assisted regarding the error message and the No Boot issue of the unit. Our customer was offered to send the unit back to our Depot repair facility for rework to address the issues after the first repair. Our customer agreed to that offer. At this time we consider this matter closed.

Review: Purchased a Toshiba laptop on 12/25/12. In early November 2013 it stopped working. I called Toshiba and paid them $24.95 to ship the computer back to them for repairs. On 12/2/13 I received an e-mail that the repair was not covered under warranty due to some password issue that I still do not understand and do not really care about. I agreed to pay them $113.83 and downloaded and e-mailed their form since they claim they will not accept credit card payments over the phone. I then received an e-mail on 12/9 saying they received the form and will fix my computer. On 12/12 I received another e-mail saying that the CIC code was wrong for the card. I double checked the form I sent and it is correct. I then sent them an e-mail asking to talk to someone. They gave me a number of 4[redacted] which is disconnected. I told them via e-mail it was disconnected. Then I called customer service 3 times this week. Every time I was told that they would contact their repair and call me back. No callback. They then gave me another number to call 8[redacted] - this number is also disconnected. I asked the person why can I not just pay you now while on the phone - NO. Cannot do that. I just hung up with them frustrated after getting nowhere for the 4th time. This has been the worst service experience ever by anyone.Desired Settlement: Wanted my wife's computer fixed for Christmas. Now have given up. Hate Toshiba. If they send the computer back unfixed it will go in the trash where it belongs and I will tell everyone to never ever deal with these people. I have 2 tickets open with them - TC-[redacted]

Business

Response:

A TAIS representative has been in contact with the customer on 12/27/2013. TAIS has apologized for any inconvenience. TAIS has offered to take the payment ($113.83) for the repair and send the unit to the engineers for the Out Of Scope repair (out of scope meaning the repair is not covered under the standard limited warranty). The customer has declined the offer and will instead be taking the unit to an Authorized Service Provider being as there will be a cost for the repair. The unrepaired unit will be delivered to the customer from the depot via Fed Ex tracking number 5[redacted]06. At this time we consider this matter closed.

Review: The tab key has been "sticky" since purchase. I have been taking online college and couldn't send in until May. They want me to pay to ship.

Due to schooling I was not able to return the laptop to them until I finished courses in mid-May. Now they want me to pay for a box and shipping to the facility for a repair when the key has been "sticky" since I got the laptop. Also, they tell me if it looks like I broke it they won't fix it. Well, based on the complaints on their service, I'm pretty sure they won't fix it despite the fact that I have next damaged my laptop and take excellent care of it. The plastic is, in fact, still on the keyboard. I want them to send me the replacement keyboard and I will get it fixed and send them the bill or they can pay for shipping. As a single mother I can't add costs to my bills every month. This is their product, if I have to send it to them for repairs they should pay for me to do so and for them to return it.Desired Settlement: I want them to repair the key and pay for the shipping to and from of the laptop. If I hadn't needed the laptop so badly for my six online courses each semester, I would have sent it back as soon as I received it. Their product should have arrived in full functioning condition and I shouldn't have to pay because it didn't.

Business

Response:

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

Review: I was given a Toshiba Chromebook 2 laptop as a Christmas present. After limited use, yesterday January 13, the screen on the unit began showing vertical lines from top to bottom. The machine has been in use for less than a month. I called Toshiba on January 14, at ###-###-#### and spoke to a customer service person by the name of [redacted]. At her request I sent an email to her with pictures of the screen failure to [redacted]. I was issued a warranty claim number of [redacted]. A few hours later [redacted] called me and told me my equipment failure was not covered under warranty. She said that somehow the equipment must have been damaged.... This equipment was not damaged. I have used it very little since Christmas and it has been handled carefully, never dropped, etc. They refused to take care of the problem.Desired Settlement: I want my laptop repaired or replaced. It is brand new and the equipment has a mechanical failure that should be covered under warranty.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will provided a repair to his computer and we will send the unit to our Toshiba Engineer’s repair facility. TAIS has advised our customer that he will receive a free box that he can use to send the computer to our repair facility. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

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Description: Computers - Dealers, Computers - Wholesale & Manufacturers, Home Electronics

Address: 9740 Irvine Blvd, Irvine, California, United States, 92618

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