Toshiba America Information Systems Inc

Review: I placed an order for a Toshiba tablet on their website at 10:40 PM. the email states that if further info is needed from me to complete the order, they will contact me by phone or email. Instead of doing as they state in their order confirmation email, I received a 2nd email from Toshiba stating they had cancelled my order because they could not verify my credit card. I called the phone on their email immediately, but the number Toshiba provided was not staffed and that recording said to go the the website and use the "chat" capability. I went to the website and waited over an hour for a chat specialist to answer. When "[redacted]" responded, he would not assist in placing my order, offered no alternative as to placing the order, and was not helpful in any way - just continually told me there was nothing he could do. (why was I ever directed to contact a department that could be of no help whatsoever????) After investing all this time in a completely unproductive manner, I attempted to place the order again myself, but with the long hold time, and [redacted] obstruction, the promotional price had been removed from the website - although it was not yet midnight my time. I would like the original promotional price on which I based my original order - $149.00 to be honored by Toshiba along with free shipping.Desired Settlement: I would like to purchase the Toshiba tablet for the promotional price I first contracted with them, plus free shipping.I must add that until now, I have owned several Toshiba computers - and I am deeply disappointed in the extremely shoddy customer service that I have just received. I am stunned by the extremely unhelpful and unprofessional manner in which [redacted] dealt - or chose not to deal - with the issue.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that based on the information provided on the order Toshiba Direct were unable to process the order and order was cancelled. The customer was emailed in accordance to the Terms of Sale; “Orders are not binding on TAIS unless accepted by TAIS. Acceptance of an order occurs when product ships. Acknowledgment of receipt of an order does not constitute acceptance of the order by TAIS. Product ordered may become unavailable due to product or parts shortages, discontinuance of product, or other reasons. In such event, TAIS will promptly notify Customer via email, if provided or telephone”. The cancellation email sent to our customer reads as follows; “Dear Toshiba Direct Customer,We are contacting you to advise that your recent order with Toshiba Direct has been cancelled. The order was cancelled because you either requested the order to be cancelled or we have been unable to verify the information that was provided on the order. If you did not request this cancellation, we suggest that you verify that your personal data is correct with your credit card company. Once you have verified this information, please feel free to place a new order through our website, www.toshiba.com/us or by contacting a Product Specialist at 800-316-0920.”. Our customer called in however it was already closed for the day. Our customer did chat with our representative and was advised that the order did not pass our verification process and could not be processed. The order has been cancelled and cannot be reinstated. If the customer chooses to place a new order, the customer will not be able to get the promotional price and would need to pay the current web price in accordance to the Terms of Sale in Toshiba Direct. If our customer has any questions or concern they may contact at 800-618-4444. 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 response from Toshiba to my complaint is completely lacking in any commitment to customer service. Furthermore, I believe their actions indicate a determined effort of a policy of false advertising. On the very same day that I placed my order with Toshiba, I also placed orders for goods online from [redacted] and [redacted]. I used my same credit card, with the same exact personal details because those details are my details. The orders from both [redacted] and [redacted] have already been delivered to me at the prices advertised.1. If there was a problem with my credit card, Toshiba could have called me - as is stated in their policy. I could have easily given them additional information or another credit card. (It is interesting to note that neither [redacted] nor [redacted] had problems with my credit card. Surely these large online retailers have the systems in place to verify credit cards accurately).

Review: I bought brand new toshiba tv in december of 2012 and now in november 2014 it wont turn on. I have no money to fix or replace and they wont help.

I bought brand new toshiba tv in december of 2012 and now in november 2014 it wont turn on. I have no money to fix or replace and they wont help. I called their customer service and all they did was direct me to a local repair shop.Desired Settlement: Either a refund or replace.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their television has already expired on 08/23/13. And as per the Standard Limited Warranty our customer has a 1 year limited 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: Purchased a business grade Tecra laptop with an extended warranty that has not functioned properly.

After attempts to fix by warranty dealer,was returned to me still not working properly.

On 2 occasions, the agents referred to my product as a TV instead of a laptop.

Requested full refund, which was granted only to have Toshiba call and rescind 100% refund to a prorated refund due to the 6 months I have had the laptop.

I have NOT had the laptop 6 months!

Custom order placed on Feb. 24, 2015

Received approximately March 15, 2015,

The laptop never functioned properly based on specs and as reviewed by our IT department.

Had purchased 3 year on-site warranty. Contacted for repair on June 15, 2015.

Was told to take to one of 2 local dealers in Louisville, KY -- one was out of business.

The other, Uptech Computer, submitted repair form to Toshiba, it was denied.

Called Toshiba as to why repair denied (no reason) and next step? Was told I would be given new repair location within 2 hours, never received a call back.

Called again, and was connected to extended on-site warranty company -- they set up an appointment for a tech to come to our location -- 3 days later. The tech never showed up and did not call.

Next day, took laptop to warranty company local tech, who with warranty company IT could not fix, and they called Toshiba repair for help.

No resolve, returned laptop to me, with instruction to return when they had information from Toshiba for repair.

Want full 100% refund as paid for high quality laptop and have spent hours trying to resolve with terrible customer service.Desired Settlement: Want full 100% refund as paid for high quality laptop and have spent days trying to resolve with terrible customer service and laptop in same condition.

Thank you

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. Our representative has given the customer an option of either getting the pro-rated refund or a replacement which is a much better model. Customer asked for the details of the replacement unit that is being offered and will make a decsion thereafter. At this time we consider this matter closed.

Review: Last fall, I moved to my winter/spring residence, and I forgot my computer disks. While in Arizona, my laptop experienced file corruption, and I needed my set of system-restore disks. Instead of travelling 3,000 miles to retrieve them from Seattle, I ordered a replacement set of restore-disks from Toshiba on-line. My ORDER NUMBER is [redacted]. I received the order confirmation by e-mail on January 14, 2014.

TOSHIBA delivered a set of disks that differ from my original set. (My original set is five disks; they sent me a set of four disks.) When I used the restore disks which TOSHIBA sent me, the system restore completed, but there was a failure of the laptop's bluetooth functionality. At that time, I contacted TOSHIBA support regarding the bluetooth failure. After completing TOSHIBA's troubleshooting steps, I was told that the bluetooth hardware inside the laptop had failed. I expressed concerns that the replacement set of disks differed from my original set, but again I was told that the ordered disks were not at fault.

Now, I have returned to my summer residence (in Seattle), and I completed another system restore, using my ORIGINAL disks. The bluetooth issue is resolved, after using the original disks. Additionally, there are no unrecognized computer games for little girls installed on my desktop, as there were when using the replacement disks. Clearly, the replacement set of disks are flawed or otherwise incorrect for my system.

I asked TOSHIBA customer support to make arrangements for the return of these defective disks, but the representative with whom I spoke declined to provide customer service. The TOSHIBA customer service representative advised me that I could file a complaint with the Revdex.com.

My expectation is that TOSHIBA Corporation does not actually expect customers to travel 3,000 miles immediately, in order to confirm institutional errors committed by TOSHIBA in a timely manner. My hope is that TOSHIBA's customer service representative failed to provide customer service simply due to poor training or red tape.

In summary: When I use the set of four disks ordered on-line from TOSHIBA, there are problems. When I use my original set of five disks, there are no problems. I received negative value, for my TOSHIBA order's payment.Desired Settlement: I would like TOSHIBA to issue a credit to the CHASE VISA account [redacted]2497 used to purchase the defective restore disks. (Order number [redacted].)

The charge on my bank statement appears as follows.

01/17 Card Purchase 01/15 Toshiba / [redacted]5

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will process a credit/refund back to his account. Our customer agreed with that. If our customer has any questions or concern they may contact us directly at [redacted].

Review: dekivery of tosiba tv without user guide

Delivered tosiba ws

a

no guideuserDesired Settlement: User guid was never came with tv.no respose

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research Toshiba followed the (Paperless Campaign) for the economical purposes. Our customer can logon to our website at [redacted] and just enter the serial number of the TV for them to check the manual & specifications of the unit or they can contact our Toshiba Visual Product Services and Support at ###-###-####. At this time we consider this matter closed.

Review: December 2011, I purchased a Satallite [redacted] from [redacted] and paid about $400.00. The problem with my computer is that the hinge has come lose, it is coming up through the face of the computer and has created a large crack. I have only had the computer for two years.I have contacted toshiba about the problem twice but since my warranty is no longer valid, they could not help me. The cost they offered to repair the problem is nearly the price I paid for the computer.I understand a mass action lawsuit was filed and Toshiba settled and the suit was for Satallite [redacted] for the hinges, a model created a year before my own yet I am experiencing the same issue.Desired Settlement: Requesting free repair, replacement or refund.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following 01/07/2014, 01/10/2014, 01/13/2014, and spoke with the customer on 01/10/2014. For further look into the complaint, the customer will need to provide TAIS with a serial number for the unit .The customer can contact us directly by either e-mail [redacted] or phone at [redacted]. At this time we consider this matter closed until we hear back from the customer.

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 received three calls and one message on 1/10/2014, I called back and I was told to provide the serial#, I was driving, the information request was listed in my complain.On 15th 2014, an email was sent to TAIS.

Regards,

Review: Company has been delaying fulfilling warranty repair service promised. It has been 3 weeks, I submitted everything requested by co for repair, registered product 3 times and up to now company still has not ordered repair service for their product.Desired Settlement: New Upgrade

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer did not provide the proof of purchased that our warranty department requesting for them to be able to register the unit and proceed to the repair. At this time we consider this matter closed.

Consumer

Response:

Review: My laptop was coming apart. I took it to [redacted] to be repaired. The tech immediately knew what the problem was and told me that it was defective. He said I should send it back to Toshiba for repairs since it was still under warranty. I called the depot and was told that it was covered by the warranty and to send it in. I sent it in. I got an email that it wasn't covered because it was "Cosmetic" damage. I had to call 4 times. I was on hold for well over 30 minutes and I spoke to [redacted]. She said it wasn't covered; but, she couldn't explain how the case coming apart was considered "Cosmetic". She told me to call the 800 number. I talked to [redacted] (?). She put me on hold and had me talk to [redacted]. [redacted] just kept saying that it was determined to be cosmetic and therefore not covered by the warranty. I asked how it could be cosmetic since the tab that holds the screw in place was broken and the case was separating. She suggested I call [redacted]. I got nothing but the run around. I paid for shipping, lost use of my laptop for about two weeks, and will have to pay [redacted] to fix it. This is ridiculous.Desired Settlement: The same problem happened on the right side first and they repaired it. I got it back and now it has happened on the left side. I think this is a lemon. I want it replaced.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS has determined that the (Cosmetic Damaged Base, Hinges, Physical Damage, etc.) on the unit of our customer is not covered under the Standard Limited Warranty. TAIS also found out that our customer has an extended warranty from Square trade and according to our customer they will shoulder the repair cost. Our customer may contact our Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair at their own cost or they may call the technical support department at [redacted] to locate a nearest Authorized Service Provider (ASP) on their location. 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.

This was not damage on my part. This is a defective case that resulted from the repair done on the left side of the case in May. I have been very careful and observant with the laptop because I was afraid of more defects. As soon as I noticed that the right side was starting to come apart, I took it to [redacted] in hopes it was simply a screw. The tech immediately knew what the problem was and stated that it is a defective case and was covered under warranty.

I did NOTHING to this laptop to cause this problem. It is a defect in the case and I don't think that I or my extended warranty should have to pay for something that is a defective product.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 9/12/2014 in our repair facility and determined that there is a Cosmetic Damaged Base, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility. Our customer may contact Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair at their own cost or they may call the technical support department at [redacted] to locate a nearest Authorized Service Provider (ASP) on their location. At this time we consider this matter closed.

Review: I purchased a Toshiba Laptop on Amazon for roughly $1400, which included a 1 year warranty from Toshiba. The hard drive has failed on the Laptop and I cannot seem to get in touch with anyone that can help me. I contacted Best Buy and they told me to call Toshiba, I called Toshiba and was told that there was unusual call volume which leads me to believe that there are a lot of people with issues with their Toshiba Product as well. I was informed to call back later. I tried calling the Toshiba Corporate Office and when I pressed Zero to speak with a representative it hung up the line which leads me to believe that they don't want to talk to anyone voice to voice. At this point I give up, the laptop has been down for almost 2 weeks because I can only devote so much time to this non-working laptop. I work 2 jobs and don't have time for a broke laptop. I have simply began using my year old [redacted] Laptop that I thought I retired when I bought this Toshiba. I would like this matter to be handled directly by Toshiba's Corporate Office.Desired Settlement: Due to the difficulty I have experienced in getting this laptop repaired I am requesting in-home or in-business service for this repair. The repair can be completed at my place of business which is [redacted] or at my home which is [redacted].

Business

Response:

A

Toshiba America Information System (TAIS) representative has reviewed our

customer complaint. After doing a research TAIS cannot find any records in our

system using the customer information (name, address, phone number, and email

address). Our customer can contact our technical support department at

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

Review: I sent my laptop computer by mail to the Toshiba company back in October of 2013. They have had it for several months now, and the only two options that they have given me to continue waiting for them to repair it or send it back to me unrepaired. If it is sent back to me unrepaired I would have to pay someone to fix it. This is unacceptable, as is the amount of time I have had to wait for them to fix it.Desired Settlement: I would like the laptop computer to be replaced. I do not wish to wait any longer for them to fix it. I believe that they should send me a new laptop computer of the same value or MORE and keep my computer they are currently working on.

Business

Response:

A TAIS representative has been in contact with the customer on 01/28/2014 and via voice mail on 01/29/2014. TAIS has apologized for any inconvenience and has informed the customer the unit has been repaired and is in transit back to the customer under the Fed Ex

tracking number of [redacted]. The customer may contact us directly if there are any questions or concerns at ###-###-####. At this time we consider this matter closed.

Review: After countless attempts to get my laptop repaired through warranty. they will not allow it, even though it doesn't end intill Nov 2014. Con artist!

Today is Aug 7 2014. My Toshiba laptop was running perfectly last night & I honestly treat this product like fragile glass. I work at home, in a separate office that know one else has access to. My laptop never even left my desk in the short amount of time I had it. There is no possible way I could of caused this kind of damage to it & it definitely did not happen on accident.

Today, as I awaken, I go to turn my laptop on for work & the display is completely pixelated & there is a huge black bar across the screen! Shocked, I immediately contacted Toshiba Support @ 800-618-4444. The agent addressed me rather rudely & kept interrupting me,saying the warranty does not cover SCREEN ISSUES. Never once did it state that in the POLICY, if it did, I wouldn't of purchased this computer from them!I honestly have never heard of such practice in my many years of customer service.

The agent then transfers me to a shift manager named [redacted]. He insisted on calling me a liar, & repeatedly kept saying screen issues only happen from the user itself & is never the companies fault. I honestly couldn't believe what I was hearing! What makes it worse is that my warranty does not end in till NOVEMBER. He said well the only thing I can do is have you ship it to our repair depot & they will look at it & send it back without repair the product. You must pay all shipping, both ways.

Never have I had such trouble with a company in my life. Honestly the product had a slight flicker in the screen, when I first unboxed it, never thought anything of it at the time. It is just unacceptable that they will not do anything to help me. They treated me like a criminal & a liar. I could understand if I dropped my laptop or treated it poorly, but in all honesty I am SO CAREFUL with it. MY COMPUTER PROVIDES MY INCOME. I TREAT IT LIKE GOLD.This is like a slap in the face. There is no reason this should be happening. I even googled the issue & many users say it could be a faulty wire or loose wire. How is that my fault? They are honestly just scam artists, who most likely put used or refurbished parts into a computer & call it new!

After trying to explain to him, that what he is telling me is not possible for 20 mins. He finally agrees some manufactures can distrubute faulty screens & he will see what he can do. "Pull some strings" as he put it.

I waited on hold for a good 20 mins & he finally comes back on the line, saying he talked to his supervisor & there is absolutely nothing he can do. He once again said lcd issues are from user error not the company. Basically calling me a liar once again for the 10th time.

This is such unacceptable behavior to treat customers this way! I paid over 500$ dollars for this "laptop" not even a year ago, & it dies like this? WHAT ARE YOU USING TO MAKE THESE LAPTOPS, GLUE!?

STAY FAR AWAY FROM THEM. They will treat you like gold when you are offering them money, but when its there turn to help there customers or even just stick to the own company warranty policy, they will turn against you so fast & treat you like a criminal, & a liar. Toshiba is causing me to loose part of my income because now I have nothing to use for work! I AM COMPLETELY DISGUSTED!

My serial number is [redacted] Satalite.Desired Settlement: I honestly should file for loss of wages, being I work at home & this issue is causing me to loose many days of work!!

I'm not asking for that through, ALL I WANT IS MY LAPTOP REPLACED. I am still under warranty, I DESERVE TO BE TREATED AS SUCH!

I have never been so insulted by a company in my entire life, & I will never deal with them again. Family & friends won't either. I wouldn't recommend TOSHIBA to my worst enemy. No one deserves to be scammed & mistreated, as I was today

Business

Response:

A Toshiba America Information System (TAIS) representative has been contacted our customer. Unfortunately, our customer was not available and he preferred to contact him via email. However TAIS would like to inform our customer that after doing a research we need to perform or process a basic troubleshooting over the phone so we can diagnose what is the main issue why his computer screen/display is completely pixelated. TAIS would like to know what would be the best time and date that we can do that process. If the customer has any questions or concern they may contact us 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.

They have been contacting me, but at extremely odd times. I told [redacted] that the best time to contact me would be at 2pm EST time. The whole trouble shoot delema is not true because I already went through this with the first agent who screamed at me & blantly called me a liar, saying that I must have smashed the screen. I'm extremely offended & appauled of the customer service here at TOSHIBA.

Review: Computer deleted over 1000 emails and does not work correctly. It is very hard to work with. Its windows are very bad. This is the 4th complaint I have submitted. Still no reply from Toshiba. Toshiba is a very bad company and I am telling every one not to buy thier products.Desired Settlement: I would like Toshiba to NEVER sell another computer in Washington again.

Business

Response:

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research TAIS cannot find any records using our customer details like name and email address as well as the phone number in our system. At this time we consider this matter closed.

Review: When I purchase this computer I also purchased an extend warranty for extra year. In Sept I noticed that the right hinge was broken and the key broad was coming out. I called Toshiba tech dept. up and they sent me box and case number to send the computer to their repair facility. They had it for about a week when I got the computer back from the repair facility I notice that the key broad was popping out again from the retainer clips.Around late Oct I notice the computer was starting to freeze up and over load the memory and hard drive, along with running slow with key broad popping out I called the Toshiba tech dept. and they ran some test and confirm the hard drive or the memory was going out and be would look at and the key broad while at repair facility. They sent the computer back to me and after I starting the computer notice that the hard drive had not been replace. Called Toshiba up and ask them what was going on and why the hard drive or the memory was not replaced. They said the tech made a mistake and that they would take care it, just wait for another box to be sent out. This time they change out the hard drive and while performing all the updates I notice computer was having issue staying connected to the Internet and some of the downloads for the computer would cause the computer to freeze up. When I started the Microsoft 8.1 update down- load the graph bar would not move from the 1/4 mark. I left the computer on all night and the graph bar never moved any further. I called Toshiba the next day and this time they had me send the computer to the advance repair facility. They requested that I back everything up again and that it would be fix right. I explained to them I had Internet problems with it not staying connected now since the hard drive has been changed. I got the computer back about 2 weeks later and when I start to download the updates I noticed that the computer was exactly the same way itDesired Settlement: Replace with a new computer P875

Business

Response:

A Toshiba America Information Systems (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that since he has an Extended Service Plan (ESP) we already forwarded the case to Service Net which is the provider of the extended warranty of his computer. TAIS has advised our customer that he will receive a call from the warranty provider (ESP) within 2-3 business days to discuss about the process of his request. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Review: I sent them my laptop for repair. They had it over a month and called and told me that their supplier couldn't get the part they needed to do the repair. They still charged me shipping and diagnostic fee and didn't have the decency to tell me what the part was that they couldn't get.They also changed my Repair order to a Service Denied order to make it look like I refused their service. Total cost was $131.00 with no results from Toshiba repair. Customer BewareDesired Settlement: Refund $131.00 for services not received.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Our customer set up a repair to Toshiba Repair Services (TRS) for his laptop and paid for $131 for the diagnostic and shipping fee. According to Toshiba Repair Services (TRS) website, "After diagnosis, if you elect not to have your unit repaired, there is a nonrefundable $131 diagnostic and shipping fee". Our customer has discretion if they will continue with the repair. If the customer has any questions or concern they may contact (TRS) at ###-###-####. At this time we consider this matter closed.

Review: In the year of 2012, I purchased a Toshiba usb hard drive at walmart. Then, the hard drive having issues and I claimed a warranty replacement at Toshiba. Toshiba offered a coupon to purchase another hard drive at Toshiba website and I did order a hard drive on 12/17/2013. At that time, the estimated ship date was in January of 2014. As of now, I still haven't received my replacement hard drive and week after week, toshiba keeps pushing out the ship date. My order information is as follow:Order Number:[redacted]Cr:[redacted]Order Date:12/17/2013I called toshiba customer service and they didn't know when this drive will be available nor offering any replacement which is available either.Desired Settlement: Another equivalent USB hard drive for replacement.

Business

Response:

Per Toshiba Direct:

The customer did place the order on 12/17 and the product was out of stock at that time they placed the order online. The estimated shipping date, when the order was placed, was 1/10/14. That date has been pushed back and is now listed as 3/14/14. Toshiba Direct is currently waiting for inventory to fill this order. As soon as inventory arrives, they will fill the orders that are currently backlogged. 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.

Toshiba has pushed out the ship date on 1/7, 1/17, 1/24/ 1/28, 2/13 and latest on 2/21 week after week. I still have the emails with me and there is no eCommerce vendors accept order without any inventory in the first place. What I need is for them to ship a product that is available and equivalent to the dollar amount rebated to me. I'm done with the waiting and same response from them.

Regards,

Business

Response:

Per Toshiba Direct

The product is not currently available and we have no direct replacements. Our closest in-stock products would be:

Toshiba 2TB Canvio® Desktop External Hard Drive (Black)

2.0TB Toshiba Canvio Basics 3.0 Portable Hard Drive

If the customer would like to change to one of these products we can, but they are not the same as what is on the order nor are they considered to be a direct replacement. If the customer wishes to make this change, they can contact Customer Service 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.

Just spoke to your Toshiba customer service and he mentioned that there is no more portable hard drive opposes to what you suggested. Seems that you have access to this order, I'd like you to ship a 2TB Toshiba Canvio Basic 3.0 which you said it is available.

Regards,

Consumer

Response:

This matter has been resolved by Toshiba: complaint ID [redacted].

Thank you!

Review: Charged for replacement parts covered under the computers warranty.

I purchased a computer in Oct. When the computer arrived it would not charge. I called Toshiba right away. They indicated that I would need a new charger for my computer. They informed me that I would have to provide a credit card in case I did not return the part, but the card would not be charged for 30 days. The processed my claim and charged my card the same day.Desired Settlement: I would like my card refunded and/or the warranty to be more clear so I know that if my computer does not work while under warranty I have to actually repurchase the item in order to get it fixed.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. And TAIS has made multiple attempts to contact our customer by telephone however, the customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: Was charging my chromebook when it started making noise and popping unplugged it and notice it was melted I sent in it for the repair.. They called on 2/24/15 and stated their evaluation was someone preyed apart the computer.. I have video and pictures that prove it was not tampered withDesired Settlement: Just want the computer replaced like it should be when there was no wrong doing on our part..bought it in July but was a gift and not used until December 25th 2014

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 contacted by our corporate and discussed about the evaluation on the unit/system. According to our repair facility the damaged showed no sign at all of melting, fire and smoke after the diagnostic was done. Our corporate representative explained that there was a quoted price for the repair due to this damaged because it is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). At this time we consider this matter closed.

Review: Sent computer to Toshiba Repair in late September 2014. Was Received by TRS on 10/3/14. Repair Order [redacted]

After several months it was obvious that TRS wasn't able to fix it. Called Corporate Escalation Offices for alternative and they suggested [redacted] Computer. Sent the computer there and just received it back - 9/4/15 without any service being done. Apparently there is an issue with the video card and Toshiba cannot find one to replace it. This is a pay service. We were willing to pay. The original cost of the computer is over $1800. Wanted it for school and couldn't use it because of video card issue. Toshiba is not willing to do anything even though this is a high end computer.Desired Settlement: We would like a replacement - and consideration because of the fact that it hasn't worked since day one. Son called and spoke to rep. They told him that he'd have to send the machine to TRS and it would be 6 - 9 months for repair. This was after 1 year of ownership. This is unacceptable for such a high end computer.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the unit was already out of warranty since 08/19/2011 and based on our records our customer called our Corporate department last 02/16/2015 and according to our customer they sent the computer to Toshiba Repair Services (TRS) ([redacted]) which is a third-party company and TAIS has no ability to access, manage or modify their system. Our customer was referred to [redacted] our VIP repair facility wherein our Toshiba engineers doing the repair, since the unit was already out of warranty TAIS cannot authorize any repair so that our corporate representative just provided the address of our facility, our customer sent the unit with their own expense. However when the unit reached our Toshiba Engineer's facility they found out that the parts is no longer available. Our corporate representative informed that the parts might already discontinue considering the age when the model of the unit was manufactured. Our corporate representative just provided a suggestion to try to contact another 3rd party parts distributor. At this time we consider this matter closed.

Review: I purchased this Toshiba laptop in about the April 2014 time frame. It has gone to the Blue Screen of Death (BSOD) at least 2 dozen times. I attend college and use this laptop for that purpose. I have to have a stable laptop to do my homework on line. This laptop is not stable. Right after finishing my homework today it crashed twice. The errors are always different but points mainly to the same thing a corrupt OS. I sent it into the company for repair and all they did is refresh the OS. Not long after getting it back it crashed more and still does. I have tried on numerous occasions to contact them to get this taken care of but they refuse to respond to me.Desired Settlement: I would like for them to step up and honor the manufacturer warranty and replace the laptop and since I have had so much trouble with this I would also like to have this laptop replaced with an upgraded model.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 11/10/14, 11/11/14, and 11/12/4 however, our customer has not returned any of correspondence requests. If the customer has any questions and concern they may contact us at 949-461-4321. At this time we consider this matter closed.

Review: I purchased a Toshiba laptop in December of 2013. The LCD display recently went defective, and is no longer functional. The laptop is covered by a one year warranty. I have contacted Toshiba five times to arrange for a warranty repair, but have been unsuccessful in doing so. After first consulting the Toshiba website, I called 800-457-7777 on 9/18 (Toshiba reference # 20140918880329). On that call the representative walked me through some troubleshooting, determined that the problem was hardware related, and told me to call 800-438-3910 to arrange a repair. I called this number on 9/19 and was told that I reached a third-party repair facility for out-of-warranty repairs, and that I needed to call 800-457-7777 (again) to arrange for an in-warranty repair. I called 800-457-7777 again (Toshiba reference # 20140920883370) , and was once again told that I needed to call 800-438-3910 to arrange for a repair. I explained to the representative that I had already called that number and been redirected back to the original number. The representative told me his supervisor would call me the next morning, but the supervisor never called. On 9/22, I called 800-438-3910 again, and was emphatically told that in-warranty repairs were not handled there, and that if I wanted them to repair the laptop, it would cost me several hundred dollars. I immediately called 800-457-7777 (for the third time) and explained the situation yet again. I was told a supervisor would call me back within two hours. The supervisor never called.Desired Settlement: Repair the laptop at no charge, according to the product warranty.