Toshiba America Information Systems Inc

Review: The TV's $300 bulbs never worked for more than a few months when they were advertised to last 8,000 hours, making the TV worthless.

My mother in law bought the Toshiba model # [redacted] TV around 2007. It worked for a few months then the bulb stopped working. She didn't know any better and bought another bulb which worked for a few more months and she bought yet another bulb. When this one burned out, she gave up and stopped using the TV. In the meantime her husband was dying of cancer and she didn't have the time or brain power to call Toshiba and try to get some sort of refund for their lemon television. She is not mentally capable of defending herself against Toshiba's bureaucracy, so I took it upon myself to call Toshiba customer service. They informed me that her model of television was not on their recall list and obviously it is out of warranty, but the misrepresentation of the life of Toshiba's DLP bulbs is well documented and them denying the problem is egregious.Desired Settlement: A full refund for the television and the replacement bulbs.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s T.V is already out of the standard limited warranty because according to our customer they bought the T.V last 2007 and the warranty only covers a 1year standard service. They can visit pcrepair.toshiba.com to locate any nearest authorized service provider. At this time we consider this matter closed.

Review: I have contacted Toshiba for over an hour to resolve technical issues regarding my Toshiba TV and remote. I was told that the TV was out of warranty and needed to be registered. I had called Toshiba about a month ago to gain the TV picture and was charged $35.00 and they did not require it to be registered. After being given several phone numbers the issue regarding eliminating channels that I did not watch and delayed reaction by the TV and remote to change channels and volume was never addressed. I asked to speak to a supervisor and was disconnected on two occassions.Desired Settlement: A phone call from a supervisor or a customer service executive to resolve all matters and to also explain the ineffective customer service that they have established

Business

Response:

A TAIS representative was in contact with our customer on 03/25/2014. TAIS has apologized for any inconvenience. The customer has stated they resolved any issues they were having. 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 is satisfactory to me.

Regards,

Review: On October 14, 2013 we contacted Toshiba about the battery on our recently purchased, September 2013, laptop. Because it was under warranty and the technician determined it was a defective battery, they sent us a new one. We were required to give a credit card, and were told that the card would be charged if they did not receive the defective battery. The defective battery was sent back on November 15, 2013. I called Toshiba, on November 18th at their service center to ensure they received the battery, and was told they had received my battery, but had already charged my card, but that I would receive a credit within 30 days. On January 14th I called Toshiba to check on the status of my refund and was told by a representative, they couldn't find my credit and would call me back on the 15th with information. On the 15th the representative said I couldn't get a refund/credit. They questioned why I had taken so long to resolve the issue, I reminded them I was told to wait at least 30 days, and I waited until after the holidays. I was not given the opportunity to speak with a manager or supervisor., So, basically they got the battery and my $110.00. This is not right. The item was under warranty and I should not have to pay for it. I returned the defective battery in good faith, with no ill will to keep both batteries, as we are loyal customers who have purchased several laptops from Toshiba. However, Toshiba appears to have given me the run around. Toshiba needs to acknowledge they received the defective battery and therefore owe me a credit of $110.00 dollars. Case #[redacted]Desired Settlement: I would like my MasterCard credited $110.00.

Business

Response:

A TAIS representative was in contact with the customer on 01/21/2014. TAIS has apologized for any inconvenience. The battery order ([redacted]) was shipped and received by the customer on 10/15/13 via UPS tracking number [redacted]. TAIS received the battery back under UPS Tracking [redacted] on 11/20/13 which is past the 30 days given for the return of the defective product. . At this time we consider the matter closed.

Review: I only had it 3 months and 5 days when my key board started messing up sometimes its ok others you are literally having to bang on the keys to get them to type. So I contacted [redacted] where I bought it at and they said of course my warranty was out by 5 days with them and I would need to contact Toshiba. Toshiba has some polite people working with them but after hours on the phone with them I don't get anywhere and nothing gets fixed. It has now also come to my attention that the Ethernet port on this laptop does not function. So when I called about that first they said I would have to buy something and when I went off saying this is something my computer came with not something I need to buy. The lady kept me on the phone another 45 mins or so telling me how to program the drive to work, guess what it doesn't work. The CD burner doesn't work either. I get green screen constantly everything I call them about they try to tell me I need to buy something from [redacted] and every time I tried to talk to [redacted] it is a $400 fix then I call Toshiba back and it is $400 to fix. It seems like Toshiba and [redacted] have become cohorts in this mess. When a [redacted] program offer pops up and you say no thank you within a day or two another problem arises. I use my computer everyday and I am not illiterate but I am shortly beginning to think this was the worst purchase I have ever made and I am telling people about it after this. I don't want to be without my computer while it is being fixed it should have worked right from the start. I see someone else had a keyboard problem and they still are not satisfied so where does that leave me.Desired Settlement: To be refunded or get a replacement that is under complete warranty with everything working not having to add something to make it work and no Windows 8 and not having to buy something to keep it working just one that works right from the start. CD burner, Key board, Ethernet Port and no green screen with the solution being I buy one more thing.

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 needs to perform a basic troubleshooting to find out what would be the root of cause of the issue. TAIS would like to inform our customer that she needs to provide what is the best time and date that we can perform or process troubleshooting. If the customer has any questions or concern they may contact us at ###-###-####.

Review: I bought a laptop on March 4, 2014 with a 1 year warranty. On July 11th the computer is not working to standard.

My computer now does not charge because of a problem with the charging port. I was using the charger that came with this computer and it broke off into the port and I now cannot use this computer after having it less than 3 months. I called repair and after being transferred 3 different times was told that this is not covered under warranty. The computer is not abused, is used by an adult and the reason it is not working is because of Toshiba's product. I now have a $400 paperweight which I either need to shell out $250 to repair(thats what Toshiba's services start at I'm told)or junk and find another computer before college starts back up in a month. The company really does not stand by their products.Desired Settlement: Repair or replace the computer

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research according to our customer the charger broke off into the port of the computer, which is out of scope of the warranty (out of scope meaning it is not covered under standard limited warranty). The cost of repair is now their responsibility; our customer can contact Toshiba Repair Service directly at ###-###-#### or they can bring the computer to an Authorized Service Provider, at this time we consider this matter closed.

Review: I purchased a laptop for $1212 on 08/17/13. I paid extra for window 7 pro software. I immediately had issue with the keyboard of the laptop as it was faulty (but operable). I reported the problem, but chose not to send my laptop in because their warranty repair process requires one to send their laptop in and be with out it for 2-4 weeks. A couple months ago my screen started to go out and when I tried to reboot my computer to factory setting it would not let me, because of a faulty hard drive. I also noticed then that they included windows 8 recovery disc, not the more expensive windows 7 pro recovery disc. So I decided to send my laptop in and clearly stated three things that needed to be fixed (I had to pay $30, for their shipping).

- my screen needs to be fixed or replaced. (the screen was replaced and is satisfactory)

- my laptop needs to be rebooted with windows 7 pro, hard drive should be repaired or replaced and I should be given windows 7 pro recovery disc for future rebooting. (The computer was rebooted, but with windows 8, not the preferred windows 7 pro that I paid extra for, and I was not given windows 7 pro recovery discs.)

- keyboard should be fixed (in trying to align the misaligned key board, they cause a much larger problem with the key pad as it is more misaligned than the keys were)

When I recently received my laptop back (after being with out it for three weeks), I noticed all the incomplete repairs and the new problem with the mouse pad. I called to have the problem fixed and their only unsatisfactory solution was for me to send back in (2-4 weeks) and have them attempt to repair it again. They have local repair shops that I can carry it into, but they refuse to pay for that service.Desired Settlement: Full refund for returned product or at least complimentary local repair and extended warranty.

Business

Response:

A Toshiba America Information System (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send his computer for rework and it will be send to our Toshiba Engineers and the repair would be prioritize and TAIS will going to send him also a free windows 7 pro recovery media disk. Our customer accepted that offer however our customer still want to send his computer to an authorized service provider, TAIS has informed him that is not covered by the standard limited warranty of his computer. At this time we consider this matter closed.

Review: Purchased new computer in 10/2013. Experiencing issues already as computer is unusable. I should not have to pay for ANYTHING to replace computer.

I purchased a Toshiba laptop, serial #[redacted], in 10/2013. It has been less than a year since I have had it and it now will not power on. Computer is dead and unusable. I called Toshiba and I will have to send my computer away but it will cost me $30 to have a special box mailed to me. I should not have to pay for ANYTHING to get this issue taken care of. This computer is less than a year old.Desired Settlement: I would expect that Toshiba would replace my unusable computer with a NEW, not re-manufactured, computer of equal or better value. there should not be any out of pocket expense on my part.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has informed our customer about the normal process sending the computer to our depot repair facility and advised him for one time courtesy TAIS will process and send him a free box so he can send his computer to our depot repair facility so it can be fixed. Our customer agreed with that process. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: while in California, I bought a TOSHIBA SATELLITE LAPTOP P551-A202, part number, [redacted], serial number, [redacted]. I bought it through [redacted], in the LA area. I did not know at the time that this model was made especially for [redacted], a cheapened version. It seem to work fine, except in the last months of warranty, the touch screen started to cloud, making it unusable. I thought it was internal, a malware, or something. did not see until right after the year warranty was up that a hinge was failing for the screen. The hinge was broken, it is obvious it was installed too tight, and a cable routed through the hinge was being damaged. Also in the [redacted] special, small screws were into very thin plastic, unlike a typical Toshiba. I cannot use the laptop now, without a separate monitor plugged in, setting on a desk. It renders it no longer a laptop,. I can send photos of the bad assembly,Desired Settlement: A new unit exact same quality. I can send you pictures.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired since 07/13/2014. 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: about two months ago I experienced frequent pop-ups on my Toshiba laptop which annoyed me. I called the Toshiba tech support and they remotely worked on my computer. After several hours when they did not call me as they promised I went to the computer but only saw a black screen with a white arrow. I called them and they first tried to trouble shoot telling me whet to do but nothing worked. At this point they said that they will not charge me (for this "repair") and there is nothing else to do. I went to the store where I bought the computer and they told me it will cost $150 to fix it.

I repeatedly called Toshiba, talked with many people and each one of them promised a call back but it never came.

I finally spoke to a case manager who told me that they are not willing to do anything.Desired Settlement: I expect Toshiba either to cover the expenses to repair my computer or to provide me with a new computer -

(I am willing to pay 30%-40% of it's cost).

The bottom line is that I need a computer and they are responsible for breaking my computer.

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 our technical support department due to a software issue of the unit. Our customer’s computer was already out of warranty since February 2010 and even if the warranty is not expired in accordance to the standard limited warranty (SLW) of the computer any replacement or fixes of software is not cover. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistance. Our customer can contact Toshiba Repair Services at 1-800-438-3910. 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 am seeking repair/replacement of my computer because of a failure caused by the company's tech support. THE COMPUTER WAS FUNCTIONING BEFORE THE TOSHIBA TECHNICIAN WORKED ON IT. The computer stopped working immediately after the technician stopped working on it. Toshiba is clearly responsible for breaking my computer and should compensate me accordingly, immediately.

Regards,

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 technical support representative and they determine that the computer has a possible virus that caused the problem on the unit. Our representative performed necessary troubleshooting on the unit to isolate the issue further however they figured out that the unit needs a repair. Since the warranty was expired our customer was referred to an Authorized service provider where they can bring the computer for repair and the phone support was already refunded. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistance. Our customer can contact Toshiba Repair Services at 1-800-438-3910. 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 needs to take responsibility for its wrong doing. They must reimburse me for the harm they caused my computer. I was more than patient with them and I do not see the matter resolved.

Regards,

Review: we purchased a toshiba laptop back in July 2014 and the computer stops working normally in September. There is a visual gap and crack of the LCD screen. We reported the the problem to Toshiba and they denied the warranty coverage of the product defects. We disagreed. We tried many times to contact Toshiba regarding this issue and they are never helpful. They keep denying it is covered under the warranty.Desired Settlement: we want to replace this problem laptop with a new one.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the broken hinges are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty). As stated in the Standard Limited Warranty, the warranty does not cover (repair or replacement of covers, plastics) the cost of repair is now our customer responsibility. Our customer can contact Toshiba Repair Services to schedule a repair 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 referred to toshiba's Standard Limited Warranty online, quote "







What Does Your Warranty Cover? 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. This Limited

Warranty covers the Product for warranty service only within the country where the Product was

originally purchased and only covers Products purchased as new. End of quote. Clearly, the problem with the here said laptop I purchased is NOT free from defects in materials and workmanship. it should be covered under the warranty. I want Toshiba to replace this problem laptop. If not, I will seek legal actions. ]

Regards,

Review: I purchased a Toshiba [redacted] in July 7, 2015 for my son to use at college. The screen is advertised as a 360 to be used as a tablet, presentation, etc. When opening the computer to use as a tablet, the screen separated from the backing/casing at the left hinge area. I took to the store where purchased and it is outside the 30 day return and they advised to contact Toshiba directly. When contacting Toshiba they would take no action to repair or replace their defective product stating it was damage.Desired Settlement: I wish the defective product to be replaced by the manufacturer. If it cannot be replaced the entire purchase price should be refunded so I can purchase a product that will work as advertised.

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 senior case manager and was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services at 800-438-3910. At this time we consider this matter closed.

Review: I have spoken to the technical department over 20 times, they have given me dozens of lies, from sending me to a company in Montgomery Ohio to get my computer repaired, just to find out they don't work on my style computer, then was told multiple times, I would be called back, and they never happened. And I was told my computer would only be gone for 2-3 days, but I am on on 10 days and still do not have my computer. This company lies to you telling you they can not call the repair facility, however I can call the repair facility. They have told me that they can not transfer me to certain people in the company, however I have spoken to those people before, this company as done nothing but lied to me over an over.Desired Settlement: I would love for the company to call me and let me talk to the HIghest Person in the customer service, so I can explain the issues, I would also say I deserve some type of compensation for my personal time and gas money to go to locations I have been sent to by Toshiba to no avail.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). If our customer has any question or concerns they may contact our Technical Support Department. 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. My computer was returned, but that doesn't make up for the multiple lies, the promises that were unfilled, and the fact they were rude and still have not contacted me back referring to what they would do to make up for everything thaty have put me through.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). Our customer has been contacted by one of our case managers and they informed that we will provide a 2 months extension of the warranty for the unit as a compensation for the inconvenience our customer has experienced. However our customer declined the offer and requests to have a refund. In accordance to the Standard Limited Warranty a refund is not the option. If our customer has any question or concerns they may contact our Technical Support Department. At this time we consider this matter closed.

Consumer

Response:

I disagree, I recently (9-2-15) explained to the REP who called me that my computer is still doing the exact same thing as it was before, I was promised by TOSHIBA in the very first call, that I would be given some sort of compensation and have yet to see that, and [redacted] the manager of the Case Managers was suppose to calll me 7 occaisions and has yet to call me. I have been lied to numerous times, and my computer is still not working properly. this matter is NOT CLOSED

Review: I purchased my laptop (Satellite [redacted] June 2010. The sound and USB ports went out on it August 2011, two months out of warranty. I googled and found a forum on their website for this same problem on Satellite laptops in general. I called and received no help. There are now hundreds of entries for this problem in their forums, with a sporadic entry from a Toshiba rep that there is no problem. I still have my laptop, but can't watch videos or play any audio files or links, and can't connect anything to USB ports. I filed a complaint then, but did not receive a response. I am filing again to try to get someone to acknowledge that hundreds, if not thousands, of consumers have inferior laptops that we want fixed or replaced.For more information, just google: "Toshiba Satellite Audio issues". Here is an example of one of the forums on their website about the issue: [redacted]Desired Settlement: Identify the cause. Then replacement if a recall is warranted.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 03/27/2014, 03/31/204 and 04/01/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at [redacted]. At this time we consider this matter closed until we hear back from the customer.

Review: I called Toshiba tech support on the night of Oct 9, 2014 about an issue on my computer. My call was frustrating that I did not receive FULL support, info nor options pertaining to my case and want to complain about the wanton POOR UNSATISFACTORY customer/tech service I received who were incompetent.

Basically, my laptop of 4yrs had an issue for the first time. Immediately called tech support and was told to try various things and then in the end told me I would have to use my recovery media cd to restore my computer. Since I`m out of warranty, I was charged $39.95 to cover installation by talking me through the process which we tried for 3 hours trying to use the recovery media cd but it just did not work at all. The tech blamed my cd drive and said he would back to offer more solutions but received no calls as of yet.

A friend of mine solved the problem w/o the cd since the computer has a built in recovery media software which I wasn`t aware. We were completely astonished and surprised why a Toshiba tech would not know about their own products that an option existed like this and didn`t tell me and yet wasted 4 hours of my time by keep putting me on hold and 'talking with supervisors' and charged $39.95 in the process for nothing.Desired Settlement: I would like a full refund of the fee I was charged as the terms of our agreement was violated. They did not adequately give me all the options available to fix my problem.

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 however, TAIS will going to process a full refund for that amount the our customer paid for the support. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

Review: On December 21st 2013 I purchased a Toshiba [redacted] with the serial number [redacted] on staples. By Sunday March 2, 2014 the computer without warning ceases to work. On Tuesday March 4 I took the computer to [redacted] for diagnose and it was found that it had a problem in the hardware and was unable to boot.While in the store the manager contacted Toshiba for service and after an hour the agent on the line hang up. After 3 more calls and over 4 hours of waiting time and agents hanging up on me at 7:33 PM EST I finally was help by an agent named [redacted] (ID given [redacted] and the supervisor named [redacted]. The computer passed through the technical evaluation process and was found that it was necessary for the computer to be sent to the Toshiba Repair Depot (TRD) for guarantee repair due to what I was told was a hardware issue. I was given the reference number [redacted] with clear instruction that I will receive a call or an e-mail within the following 24 hours from TRD to schedule the shipment and the repair.No communication was received during the time frame [redacted] mentioned so I call again on Wednesday March 5 at 7:50 PM. This time the waiting time was over 30 minutes and my call was answered by the Toshiba agent [redacted] (did not provide a ID #when I asked). He research the issue after I provided him with the reference number and told me that I will be contacted by the TRD the next day morning because the TRD was closed at the time of the conversation (8:00PM EST). Total time for the call over an hour.On Thursday March 6 after waiting the entire morning another call was made to Toshiba at 2:00 PM EST [redacted] (did not provide a ID #when I asked) and I was told that the issue would be escalated to the next supervisor and I was given a new reference number [redacted]. I was informed that the TRD was preparing an e-mail for the repair of my laptop and I will receive it shortly. Total time for the call over an hour. The levels of background noise caused by laughing and some rude comments made in [redacted] (I am a fluent [redacted] speaker) made the experience even worst.I received an e-mail from TRD later that day (night) with the order for the repair, the reservation ID was [redacted] however the reservation was created by the TRD for a Satellite [redacted] with the serial number, [redacted]. Needless to say the entire information was incorrect.On Friday after holding on the line for one hour and twenty three minutes my call was picked up by Amy. After explaining the situation I was given another case ID # [redacted] and told that the TRD had issues. I was instructed again that the TRD will contact me via e-mail for the repairs and was given the reservation [redacted] was just online on Toshiba repair website and the number is not recognized by the system.I had in my mind the idea that Toshiba was a reputable company producing top of the line products and standing behind their products I am clearly mistaken. The damages caused by the poor quality of Toshiba products, the amount of effort and time to get nowhere to solve the problem with the laptop guarantee makes me feel that I was completely wrong in my view of the company.I will not use Toshiba products and as far as I can I will let my family, friends and professional colleagues to know my experience in order for them to make an informed decision next time they are thinking the possibility to buy Toshiba products.Desired Settlement: I want an brand new computer with exact specifications to replace the defective.

Business

Response:

A TAIS representative was in contact with the customer on 03/06/2014. TAIS has apologized for any inconvenience and has provided the customer with a new work order for the issues with the unit. Emails have been sent to the customer with the work order of [redacted]). If the customer would go ahead and finish the survey in his email, that will generate the shipping options for the customer. If the customer has any issues with the email, they may contact tech support directly at 24/7 [redacted]. At this time we consider this matter closed.

Review: I was making a recovery disk for my Tobisha laptop. I did not realize how low the battery was and we had a power outage. My laptop now will not do anything at all. I have made several attempts to get Toshiba to help they tell me that they will sell me a 30.00 disk that might help recover the laptop. However, I tried to explain to them that I have not even had a chance to enjoy my laptop.Desired Settlement: Help me get my laptop going again.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has informed that the computer has a built in partition which they can use to create the full image of the operating system in a disc. Our customer has informed that 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. Our customer has advised the recovery media is free however they need to pay for the shipping and handling. At this time we consider this matter closed.

Review: I purchased a HDTV- 62 inch model 62MX195, serial # [redacted] in 2007. I have since had to purchase over 6 replacement lamp lights for this product. I have in the past attempted to escalate my concerns with toshiba directly to no avale. I purchased another replacement light on 1/24/2014 and after 3 weeks has stopped working. I have now spent over a week and approx a total of 2 hours on the phone trying to get a replacement lamp. I am being told a replacement is not available however I can be provided a coupon to repurchase on-line. I was offered a smaller refund amount and was told I would have to send defective lamp at my own cost and wait to receive coupon.Desired Settlement: replacement lamp light at no further cost or time

Business

Response:

Per Toshiba Direct:

The customer purchased a lamp from Toshiba Direct on order #[redacted] back in January. The customer contacted Toshiba Direct and being as he is outside of the return period, but within the warranty period, the customer was transferred to Acclaim. If the customer has any questions concerning this issue, they would want to contact Acclaim via email at www.acclaim.toshiba.com or by phone 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.

Regards,

Business

Response:

Per Toshiba Direct:;The customer purchased a lamp from Toshiba Direct on order #[redacted] back in January. The customer contacted Toshiba Direct and being as he is outside of the return period, but within the warranty period, the customer was transferred to Acclaim. If the customer has any questions concerning this issue, they would want to contact Acclaim via email at www.acclaim.toshiba.com or by phone at ###-###-####. At this time we consider this matter closed.

Review: I bought a laptop in 2014 and had no problems but then suddenly less than 30 days after my warranty expires my computer malfunctions because of a software update. I never knew about these updates and it was factory installed, as I did not change anything on my computer. I called Toshiba about the problem and was told that I had to pay $160.00 before they would even tell me what was wrong and if it could be fixed. Then the tech went into my computer and deleted my [redacted] and [redacted] protections (which needed to be renewed but due to the software problem I could not renew them - I had no keyboard or touchpad access).

I never had a problem with my computer and then the first time I do you charge me an extreme amount of money and then do things to my computer I neither understand nor do I understand what happened initially with the problem. I have no idea why I was charged what I was, I don't know what I am supposed to be doing now and in the future with no security protection on my computer.

Toshiba was rude and very uninformative. Now I have to go elsewhere to try to figure out what to do. Very unprofessional and very uncooperative. I tried to call and deal directly with Toshiba but was told I had to go through software department and they would be in contact with directly. Still no word from the company.Desired Settlement: I not only do I want a refund but I want to understand what was done to my computer and why. How do I fix or prepare for this issue in the future?

Business

Response:

A Toshiba America Information Systems (TAIS)

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

customer is already in contact with one of our CEO Representatives and has

advised that a representative from the Software department ([redacted] will call

them and to explain what has done to fix the issue of the keyboard and the

touchpad. Currently we’re waiting for a representative from our Software department

to call our customer. At this time we consider this matter closed.

Review: I purchased a Toshiba Satellite laptop in May of 2013. The hard drive crashed eleven (11) months later while under warranty. After paying for shipping it back to the manufacturer I received it two weeks later in which the hard drive was replaced and in working condition. However, to pay an outside computer repair company $200 to reinstall all of the lost programs and files. It subsequently crashed two (2) months later. We contacted customer service and they referred us to an official Toshiba repair center of which we paid to ship it to. They determined the hard drive was defective and we did not have to pay for the cost of repair. However, I again had to wait two weeks and return it to my local computer repair company of which I had to again pay for the reinstallation of programs and lost files. Seven (7) months later the hard drive is failing again per the diagnosis of my local computer repair company. I have contacted the highest escalations of customer service and executive corporate customer service with the same resolve, which is to be referred to a licensed repair for diagnosis and no reimbursement of diagnostic fees. They told me it would be a "nominal fee" of $140 to diagnose it with one of their official computer repair facilities and did not assure me that they would reimburse needed repair fees. I contacted Toshiba America directly and was told by the main operator as was told by all reps, I could not speak to their superiors. She even told me I could not speak to her supervisor. I feel this computer is a lemon and I am extremely upset in which this was handled as well as with the result.Desired Settlement: Compensation of original purchase price or value or product.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer was out of warranty since 05/11/2014 however, TAIS has been provided and process a [redacted] repair last 06/23/2014 as a onetime courtesy repair for our customer's unit and it was shipped back repaired last 07/15/2014 under FedEx tracking number. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.

Review: On 3/28/2015, I placed an order for a replacement power adapter for a laptop through their online ordering system, using [redacted], speaking with [redacted]. Within 10 minutes, I realized that I had ordered the wrong product and called to correct the order, and again reached [redacted]. I was told that the item had already been shipped, when the page clearly stated estimated ship date was 3/31/2015, but again was told nothing could be done, and that I should call back Monday, 3/30 at 5am PST to reach a supervisor or manager to assist with this problem. I called on 3/30 at 5:20, and the customer service rep [redacted], told me there were no managers or supervisors available, much less in the building, and they would arrive "some time today" with no finite time frame. Explained again, just wanted to change the order for the correct part, as it STILL was in process, and HAD NOT SHIPPED at this point, and was told, no, can't be done. He said the only thing he could do was send a message to shipping to cancel the order with no guarantees, or we should wait the 2 weeks for the delivery, fill out the RMA and return the unit, before we could be refunded, and meanwhile we could order the correct one at any time while waiting, which is unacceptable.Desired Settlement: I would like the order to simply be corrected to ship the correct power supply [redacted] 90 Watt adapter, instead of power supply [redacted] 120 Watt adapter, and be done.

Business

Response:

A Toshiba America Information Systems (TAIS) representative

has reviewed our customer complaint. After doing a research TAIS found out that

our customer placed the order online last 03/28/2015 at 3:59pm PST and the

order released from the warehouse the same day at 4:11pm PST. Our customer was

advised that his order had already processed and unable to cancel or make

changes. Our customer was advised that he could place a new order for the

correct adapter and just return the incorrect one that he processed online for refund.

At this time we consider this matter closed.