Toshiba America Information Systems Inc

Review: When my Toshiba Satellite laptop had hardware issues while under warranty, I contacted Toshiba and my laptop was sent to [redacted], a Toshiba repair depot. [redacted] called, claiming there was damage to the internal screws of my laptop, specifically that the screws were stripped. The laptop had never been serviced before, so any internal damage was done during the repair attempt. [redacted] demanded $77.39 to replace the screws and ports so my laptop could be repaired for the warranty issues (wi-fi, trackpad). After two weeks of playing the customer service shuffle with Toshiba, hoping they would take responsibility for the damage done by [redacted] I paid the fee. My time is worth more than their game. Ten days later my laptop was returned. The warranty issues were not fixed (trackpad still does not work, Wi-Fi is worse than when sent). My hard drive was wiped, leaving the only file being a photo of a man I guess is the repair technician. The screws on the underside of my laptop were stripped, and there is a raised divot on laptop below the keyboard, from where a screw was pushed too high from beneath. There were no external stripped screws when the laptop was sent for service. I have disputed the $77.39 charge, since it was unnecessary (if it happened at all) and had no bearing on the repair. Or lack of repair in this case. Whatever they did caused further damaged to the device.

Product_Or_Service: Total Parts & Labor - $77.39Desired Settlement: DesiredSettlementID: Other (requires explanation)

[redacted] needs to reverse the $77.39 'repair' charge.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representatives and has offered to send the computer to our Toshiba Engineers for a VIP repair. Our customer agreed to that offer. At this time we consider this matter closed.

Review: Purchased a Toshiba Excite 7.7 tablet at the beginning of the year and had to send it on for repair in October. The AC adapter that comes with the tablet stopped functioning and I tried to have the part replaced. The fist customer service rep I talked to took all my information down and she explained that the system was not accepting my warranty claim and to call back in an hour. 5 attempts were made and each time I got disconnected. Opted to buy a new one instead of hassle with customer service.The following month the tablet stopped charging and sent in for repair. Repair time took about a month and on the day of return delivery the tablet was delivered to the wrong address by FedEx. I managed to locate the package myself. The tablet was returned to me with the problem fixed but the outer shell / casing had a piece broken off of the corner and a crack around the camera module. The operating system is wrong and the tablet identifies itself as a Regza Tablet model number AT-570. When it left my home the model number was AT275-T32. I'm at wits end with the Toshiba experience and do not wish to experience the frustration of talking to a customer service rep. with an accent to thick to understand a word of what they're saying and then getting hung up or "disconnected".Desired Settlement: Considering the age of the tablet I'd be satisfied with a replacement to this device. The unit I possess came back in worse shape than when it left. Considering there reluctance to just send a new ac adapter rather than have me send my old one in order to receive the new one. I'm not expecting anything from them at this point.

Business

Response:

A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience and has provided to the customer a onetime courtesy tech support for the unit to be put back to the factory settings. The customer may contact Tech Support 24/7 at ###-###-#### to receive this courtesy. At this time we consider this matter closed.

Review: Miss premeditation of product.

You are chatting with [redacted] J.

Toshiba

11:31 AM Connecting...

11:31 AM Connected. A support representative will be with you shortly.

11:34 AM Support session established with [redacted] J.

[redacted] J:

Thank you for waiting and welcome to Toshiba Acclaim Chat Support. How may I help you?

[redacted]:

T have a Toshiba Canvio Slim II 1.0 TB Portable Hard Drive with 16GB USB Flash Drive

[redacted]:

And I am unable to access

[redacted] Were you able to access this before?

[redacted]:

yes

[redacted]:

Would this for a windows computer?

[redacted]:

win 7

[redacted]:

Have you already tried checking on Disk management to see if the device is still shown there?

[redacted]:

yes its showing but will not initialized

[redacted]:

At this point, we can try to initialize the hard drive but if we do that, it will ERASE EVERYTHING currenty on it. Do you have some files that you don't want to lose?

[redacted]:

yes

[redacted] It would be possible to retrieve some files on the hard drive, but has to be done with a physical technician. You can try going to any computer repair store within your area for that one or you can check with www.[redacted].com

[redacted]:

After that, we can to get it working again or you can go to acclaim.toshiba.com to file an RMA and have it replaced.

[redacted]:

how do I get the [redacted] software?

[redacted]:

You may want to contact the phone number shown on the website for further assistance with their services.

[redacted]:

Let me just make sure you are aware of this, data recovery services is not covered by your warranty.

[redacted]:

whats the point?

[redacted]:

all my data will be lost

[redacted]:

The Canvio'(r) Slim II lets you store your files in a centralized place next to your computer, giving you easy access to your files whenever you need them

[redacted]:

you claim

[redacted]:

Get peace of mind knowing your data is protected.

[redacted]:

this is why I purchase your product

[redacted] This is an electronic device and there are we things we cannot control such as accidents. Since you do have data on the device, we are refering you to a Data Recovery Service so that you'll be able to retreive some if not all your information.

[redacted]:

Backups and file security should never weigh on you-no matter where you go. So get the sleek, light and stylish Canvio'(r) Slim II Portable External Hard Drive, and make sure your digital treasures plus peace of mind are always at hand.

[redacted]:

but my data were find until I backed it up on your drive so you should be helping me remove it

[redacted] As much as we love to, we don't dont have a data recovery service on our end.

[redacted]:

I will like for the recovery service to be included in the replacement of the product.

[redacted] We can only replace the product, we are not able to retrieve your data.

[redacted] And data recovery is not covered by your waranty.

[redacted]:

not only that I have to find the proof of purchase, this is not at all making me hole again I have now lost almost a TG of data all because of your product and all I get is what you should give me a replacement part.

[redacted]:

You have not complete lost all your data, you can still get them back. It's just there is going to be a fee for service for getting them back. After that, we will go ahead and replace the device when you have the proof of purchase with you.

[redacted]:

Will I be refunded the fee for removing my data from your product?

[redacted] The answer to that will be no. As stated in your warranty " TOSHIBA IS NOT RESPONSIBLE FOR DAMAGE

TO, LOSS OR COMPROMISE OF ANY PROGRAMS OR DATA."

[redacted]:

You'll be able to see this information by following this link;

[redacted]:

http://cdgenp01.csd.toshiba.com/content/support/pdDesired Settlement: I will like for the recovery service to be included in the replacement of the product.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS has informed our customer that the warranty states that "TOSHIBA IS NOT RESPONSIBLE FOR DAMAGE TO, LOSS OR COMPROMISE OF ANY PROGRAMS OR DATA." Our customer can file a claim to the website acclaim.toshiba.com to have a replacement of the external hard drive. Also, our customer is responsible for the cost of retrieving the files from the non-working external hard drive. 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,

This is just a few reviews of customers that is unable to recover their content from your portable drive. Again I purchased your product based off of the advertisement of storing and recovering my data from your drive. At any time your company knew of a chance of that not being the case, a product overview statement should have been posted for buyers information. This issue has been there for more than a year and at no time have Toshiba corrected the issue are posted the potential of not being able to access 1 TB of your personal data. The only way this can be resolve is for Toshiba to pay to recover my personal data and pay me for another drive or replace the faulty drive.[redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

[redacted] [redacted]

Review: Refused to connect me with supervisor, refuses to replace laptop even though its still in warranty and want me to pay to ship it to repair depot.

I purchased a laptop in Oct 24, 2013. In december, the touchpad, a essential component, stopped working. I called and performed basic trouble shooting steps, to no avail. Problems persisted, then the wireless stopped working and now works intermittently. I purchased a warranty and now they refuse to replace. Only offer to repair, costing me approx $30 dollars to buy a box to ship it to them, when I never did anything to cause the problem. Tech support called me at 1 AM on 6/9/14 because of disorganization on their side, and when I attempted to complain they wouldnt transfer me.Desired Settlement: I use the laptop for business, and I dont have time to wait 10 business days for a repair. I would like a replacement to be sent to me at no cost to me since I did nothing wrong and have already purchased a warranty, and then I want them to provide return postage so I can send the broken laptop to them.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS offered a free box to our customer so he can send his computer to our depot repair facility to have it diagnosed and the issue will be fixed. 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.

Review: I purchased a laptop. Account #: [redacted]

It was defective. I called and purchased another and returned the defective laptop because I cannot be without one.

The 2nd laptop was defective. I called and asked for an escalation. I was advised there is no escalation. I spoke with [redacted]4, they directed me to [redacted]7, I spoke with them, they referred me back. I was run around over and over again.

I purchased 3rd laptop. It was defective. There is a serious problem here. I called over and over and over again and still have not gotten a call back from a manager and I have not received any feedback from anyone. This is the most rediculous experience I have ever had and I have purchased 3x laptops and everyone of them is defective. The one I was holding on to, waiting for a replacement just crashed and is completely unrecoverable. I am a sr. level techinical professional with 20+ years of experience and know that this is completely unacceptable and needs to be addressed.Desired Settlement: At this point, I more than deserve an apology. I really like the concept of this laptop and the sound quality, but I'm not sure I trust it at this point and was going to ask for a complementary extended warranty. I've shown my dedication by purchasing 3, but Toshiba has royally failed it's customers by outsourcing to India and having absolutely no escallation process. To this date, 14+ calls to Toshiba, not 1x call back. I withhold comments...

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer needs to contact Toshiba Direct at ###-###-#### since he experienced the issue within the 15day return policy. At this time we consider this matter closed.

Consumer

Response:

This did not address my issues. There were 3x defective computers and no escalation process.

Review: My letter I send to Toshiba To whom it may concern,Back in May of 2013, I purchased a Toshiba Lap Top (Model # [redacted] for my wife. She is very satisfied with its performance and liability. So in August 2013 I bought a Toshiba Lap Top ( Model #[redacted]) for myself from [redacted]. I've had nothing but problems since I purchased this Lap Top. It has been back to [redacted] many times for many reasons, Screen frozen, Mouse disappeared, would not power off, had to remove battery to power down and many other issues. I purchased a warranty from [redacted] called [redacted] for 199.00. Back in December of 2013, the hard drive failed and the Lap Top had to be sent to your Repair shop for a new drive. Yesterday (2/10/2013) 2 months later the hard drive froze again. The Laptop is on its way back to your repair facility Reservation ID [redacted]. Needless to say, you can understand how disappointed I am. I thought I purchased a product that would perform with ease and it has been a lemon since I purchased it 6 months ago. I have spent numerous dollars on shipping (twice) and purchasing POM warranty from [redacted].My wife and I have a small business and we depend on our Lap Tops performance. The performance on my Lap Top is unacceptable.I should be reimbursed for the money I've spent because of your products performance or replace my Lap Top with a new one.Your response in this matter would be appreciated either by E Mail or a phone call.Thank You[redacted]There response was they would not pay for shippingDesired Settlement: I would like to be refund for the shipping cost due to there product failure.... I spend 33.00 both times shipping the laptop to their repair facility

Business

Response:

A TAIS representative was in contact with the customer on 03/06/2014. TAIS has apologized for any inconvenience. TAIS has informed the customer the shipping and handling is their responsibility in accordance to the Standard Limited Warranty in order to receive warranty repairs. 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.

?Please see attachment regarding this claim.

Regards,

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 shipping and handling fee in accordance to the Standard Limited Warranty in order to receive warranty repair and for the inconvenience, TAIS will be refunding the $24.95 for the second shipping fee that our customer paid for.

Review: I bought a Toshiba L-75 computer on July 1, 2015 for $429.99. It was advertised to come with a free update to Windows 10 as an inducement. I also received 90 days of free telephone tech support and a 1 yr warranty. I installed my printer and printed a test page.On about 8-15-2015 I received my free Windows 10 update. On 8-31-2015 I tried to print 3 pages of an online manual. It would not print I recieved a message that it was saved. I called Toshiba tech support the case # for that call is [redacted] the tech took remote control of my computer and said I needed a driver update because of Windows 10 he then started quoting prices I told him I would not pay to get my 60 day old computer to print and wanted to speak to a supervisor. He said it would cost extra to talk to a supervisor. I terminated the call and called back 9-1-2015 I was connected to a supervisor case # for that call was [redacted] I asked the supervisor if she read the case notes from the previous day she took several minuted to read them she then wanted me to call the printers manufacturer I told her that the tech who had remote control of my computer wanted to charge me for a driver and I wanted to know straight out if they were going to fix myu 60 day old computer for free or if I had to go thru the Revdex.com to have corporate handle this situation she wouldn't give me an answer and just wanted to talk around in circles so I said good bye I will let the Revdex.com handle this.Desired Settlement: I want Toshiba to stand by their product and update the drivers for free or whatever else it takes to get my computer to print as a computer that wont print is not worth anything. Or if they prefer give me a refund and I'll buy another computer that will.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak with our representative from +[redacted] department who handled software issues. Our representative explained to our customer that there would be compatibility issue with the drivers since it is working on windows 8.1. Our customer upgraded the operating system to windows 10 and in the process of upgrading the Operating System (OS) to windows 10 there is a prompt stated that not all the drivers would be available when they upgraded the OS to windows 10 therefore our customer should be aware about that. Our customer was advised by our representative that they can process an advance software configuration for them to isolate and resolve the issue. however since this is a software issue, our customer needs to pay for the advance support that they need process because in accordance to the Standard Limited Warranty of the unit any Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties. . If our customer has questions or concern they may contact at ###-###-#### or they can visit our website www.support.toshiba.com. At this time we consider this matter closed.

Review: Order Number: [redacted] Model Number: [redacted] Serial Number: [redacted] repair order number [redacted] December 2013 I purchased a Toshiba touch screen Toshiba Satellite [redacted]. I use the laptop only at home. I never transport the laptop and move it around.The last time that I used it I opened the lid as usual and I heard a cracking noise. I opened it and saw the screen cracked.I called customer service and they told me that they will send me a box and send it to them. I was told that if I didn't dropped the laptop it will be repaired for free since is still under the one-year part and labor warranty.I mailed to Toshiba repair center. Today march 25th I received an email that I have to pay Parts $362.19 (touch screen)Labor: $60.00Total: $ 422.19I started emailing back and forth with [redacted] and she kept telling me that there is no parts and labor warranty. And I pulled from the Toshiba website that there is one-year parts and labor warranty. This is unspeakable that Toshiba will advertise and cheat customers that there is a warranty and then customer service on the phone will tell people that there is free repair unless is dropped and in the end I have to pay 422$ for a laptop that I with such screen that cracked when opening the lid.I am not asking from special treatment but for repair that is under a warranty and is not something that I did to the laptop (dropping or transporting) to cause the crack. I warned before I got the laptop from people that Toshiba doesn't have a good customer service and will try to get away when charging people for repairs that are under warranty and now I know what they mean.Also on the web I found many links that people are complaining from the Toshiba screens that they crack for no reason without dropping. This is a company with such a history and is a shame that you have to put customers through that and waist our time.Desired Settlement: Free repair since the laptop is under one - year parts and labor warranty and has not been dropped.

Business

Response:

A TAIS representative has contacted our customer regarding the quote for the repair of her computer.

The TAIS repair facility has identified the failure as being physical damage to the LCD screen. TAIS has advised our customer that the manufacturers warranty does not cover accidential damage. Due to the physical damage to the computer any repair would be our customers responsibiliity. At this time we consider this matter closed .

Review: Repair on my laptop, and the cost of repairs on my laptop, lack of customer service and lack of tech support for my laptop.

I recently purchased a Toshiba Satellite laptop on Dec 13,2013 and it worked fine up in till Feb.2 2014.The laptop screen has started to separate from the back cover of the laptop.So I decided to call the Toshiba support line about the one year warranty that came with the laptop.After talking with about 3 reps from the warranty dept I finally got a woman named [redacted] who identified herself as a case manager I told her my problem she let me know that my warranty would not cover my computer,but they wanted me to send it in and they were going to fix my problem. I paid 26.00 to ship my laptop to [redacted] to be repaired on 02/11/2014 I receive and email stating that it would cost 422.00 to fix my laptop for parts and labor.So I call the Toshiba support line and I get hung up on,know one knows the woman who sent me the email with the charges, and once again after about an hour I get a case manager who identifies himself by the name of [redacted] no last name.Well he tells me that they are not going to fix my laptop and that I need to pay the 422.00 to fix it, So I tell him just to send me the laptop, fortunately I bought a warranty through [redacted] when I purchased the laptop and they are gonna cover the cost of the damage to the laptop.I just don't think its right for Toshiba to offer warranties if its not gonna honor them and the customer service was horrible.If the damage of the laptop was not under warranty they should've never told me to ship the laptop,also they have not given me any info on when I will receive my laptop or who's paying for the shipping cost or how I'm getting my laptop back.I will Never buy a Toshiba product again in my lifeDesired Settlement: I just want them to honor what they tell their customers ,and treat customers with respect.If the damages are covered by the warranty let customers know at the beginning not take customers through loopholes.

Business

Response:

A TAIS representative has been in contact with the customer. TAIS has apologized to the customer for any inconvenience. TAIS received the customer’s unit on 02/11/2014 in our repair facility with a broken [redacted] screen, which is out of scope 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. The customer has received the unit back from the depot unrepaired under the Fed EX tracking number [redacted]. At this time we consider this matter closed.

Review: I ordered a Toshiba All in One Computer [redacted]) with 2 years on-site service and an 8GB extra RAM module and Microsoft Home Office and Student Key (2013). The extra RAM was advertised as a do it yourself installation. When I received the product I could not install it and having called Toshiba Tech. Support I was told to take it a Toshiba Authorized tech place (at my expense) and have it installed but this would invalidate the 2 years on-site service warranty. I also note that I was told the 2 years on-sie service warranty did not cover installing this extra 8GB of RAM. I returned the computer and module within the 15 day period. I was told I could not return the MS Home Office and Student Key. I only received credit for the All in One Computer but not for the 2 year on site service warranty or the extra RAM module of 8GB. This was purchased with a Toshibadirect.com card (which is where the credit was applied). I called about the improper crediting and have been told that the 2 years on site service warranty is in the process of being applied (I'll believe it when I see it) and that the receiving department did not receive the memory module ($119.99). As far as I know the memory module is useless without the [redacted] thus no reason at all to keep it. It was returned in the box with the computer but not the MS Office 2013 Key. I have no problem being billed for the MS Office Key ($139) but I contest the memory module which I returned and the 2 years on site service warranty ($89).Desired Settlement: Credit to my [redacted] credit card for the memory module ($119.99) and the 2 year on-site service ($89.00) for a grand total of $208.99.

Business

Response:

TAIS has been in contact with Toshiba Direct and would like to inform the customer of the following:

Toshiba Direct has processed two Return Authorizations for you.

2/19/14 - [redacted] for the Toshiba [redacted] in the amount of $1,581.30.

3/18/14 -[redacted], for the 2 year On-site service for All-In-One with 1 year standard warranty in the amount of $89.23

When the All-in-One arrived and was processed under [redacted] our warehouse did not record receipt of the memory module that you state was in that same box. We have gone back and had the warehouse double-check and inventory does not support the receipt of the memory module. However, as a courtesy, I am going to process Return Authorization[redacted] a credit in the amount of $126.50. You will see this credit post to your credit card in the next 2-3 business days.

This credit will provide you with credit for all the eligible products (software is not eligible for return) and should close this case. AT this time we consider this matter closed.

Review: We purchased a TV flat screen from [redacted] in 3/2013. The TV has consistently over the last 6 months been faulty, having picture go black intermittently with no cause. I have been on the service line with both [redacted] (store of purchase ) and Toshiba multiple times. The TV has been seen by a contracted service man who did not repair the issue. I have since then independently call Toshiba at [redacted]. I placed this call at 10:30am 3/6/2014. Ref # [redacted] or [redacted]. This conversation consisted of Toshiba indicating that they only provide service for faulty products, and they "would have someone call me" and "they didn't know who would be calling, who would be providing the service and did not provide a service #. This product has 1 year warranty from date of purchase. I have since been in contact multiple times with [redacted] who in turn has had to call Toshiba to act on my behalf to provide me with #"s of contracted repair services. One service stated that they need to hear from Toshiba not me to conduct repair work, the other asked us to bring the faulty [redacted] 15 miles away from where we live for service. I feel Toshiba is not standing by it's own warranty, and that I as a consumer can not seem to have any progression of this issues unless [redacted] acts on my behalf. I have spend greater than 5 hours on the phone total with no resolution to this matter. We are seeking a replacement TV at this point, Toshiba will not honor either our request or act diligently on thier own warranty.Desired Settlement: Replacement of Toshiba [redacted] TV serial # [redacted] model # [redacted]

Business

Response:

A TAIS representative was in contact with the customer on 02/25/2014. The tech replaced the Power Board on 03/04/2014. The technician documented (Repair Desc: TV functions properly). If the customer is still having issues with the TV, they may contact tech support 24/7 at [redacted] and a rework can be set up if within the thirty day rework time frame. For a replacement or refund, the customer would need to contact the reseller directly to see if the TV is still within the return policy time frame. At this time we consider this matter

closed.

Review: I purchased a Toshiba laptop in November 2013. It is literally falling apart while still under the year long warranty and Toshiba refuses to fix it.

I bought my laptop in November 2013. It is still under the year long warranty which states, "Toshiba America Information Systems, Inc. ("Toshiba") warrants that the Toshiba branded product you purchased for your end use ("Product") is free from defects in materials and workmanship under normal use during the Limited Warranty Period. 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." The screws holding the laptop together have begun to fall out despite not being tampered with at all and now I can hear things rattling on the inside. Their customer service representative "Dexter" tells me this problem is not covered by the warranty even though it seems to be the definition of a "defect in materials and workmanship". Outside quotes to repair it are almost the entire purchase price of the laptop.Desired Settlement: Toshiba should honor their warranty and either fix or replace my shottily built product that is now damaged due to their manufacturing error.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS has informed our customer that physical and accidental damage is not covered under the Standard Limited Warranty of the computer. Our customer may contact Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair or they can go to any local Authorized Service Providers (ASPs) affiliated to Toshiba. 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 computer was not physically damaged by me. Due to manufacturing default the screws came out despite never having been tampered with, creating pressure on the hinges which caused them to break and cause further damage inside. The machine has not been tampered with, altered, dropped, abused or mishandled in any way by myself or anyone else that has used it in my home. The screw is so small and deep into the laptop that I don't even own a tool that would make it accessible for me. Toshiba is clearly refusing to take responsibility for a defect that was THEIR fault and in doing this refusing to provide the services that should be fully covered under their 1 year warranty.

Regards,

Review: I've been dealing with my TOSHIBA Satellite L505-ES5018 last 3-4 years.Ever since I purchased brand new ( not refurbished, not floor unit) laptop from Best Buy adding extra insurance on this, I have not been able to use it much. As a matter of fact it has been in service more than I've had it. After few months the screen started flickering. Best Buy qeek squad was trying to repair it. They were not able to figure out when does the flickering exactly occur and couldn't find what could cause it. They ended up switching out the mother board. The problem kept occurring. It was in and out of Best Buy Geek Squad several times. Apparently it was not the Mother Board that caused it. By that time I had ran out of my Best Buy warranty and they asked me to turn to the manufacturer since I still had their warranty. The same game started again just that now I had to ship my laptop out for repair. We shipped it back and forth several times because the service guys couldn't duplicate the problem. I ended up recording it with my camera and sending the video to them. I needed my laptop badly( that's why I purchased it originally, right) so every time it was gone I was "disabled". I couldn't work, I couldn't do my school work, I couldn't keep in touch with my family overseas. Anyways, when they were able to duplicate the problem, they said the problem was LCD screen and they changed it out with a refurbished one. As soon as I received the computer back, it worked for one day and then the entire screen turned black. I shipped it back to Toshiba, got a call that it was out of the warranty and received my laptop back IN PIECES ... the screen was taken apart like someone was going to fix it but then stopped. Needless to say this computer hasn't been working AT ALL ever since. I cannot afford to buy new laptop every few months but this is unacceptable. Also ,when trying to reach out to them with this issue again, I received reply with the phone number that keeps directing me to their website.Desired Settlement: I need either new working laptop ( I will not wait until this one gets repaired any more. I don't understand why should I get punished with this when paying the full price for new item and getting their piece of s... ) or my money back. At the time of purchase ( 2010 ) this laptop was around $600. I do not have this kind of money to throw around just like that.All I ask is understanding my problem and get what I paid for. I am sorry it came to this. Thank you

Business

Response:

A TAIS representative was in contact with our customer on 02/04/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 02/16/2011. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Review: On 2/14/13 I purchased a Toshiba laptop [redacted] On 10/18/13, I contacted Toshiba because the monitor went out. I shipped it to Toshiba for repair and I paid $23.85 to ship it to them. The laptop was shipped back to me on 11/6/13. On 11/22/13, I contacted Toshiba because the monitor went out again. This time they sent me a pre-paid shipping label and I shipped it to Toshiba for repair. The laptop was shipped back to me on 12/7/13. On 2/7/14, the monitor on the laptop went out again. I contacted Toshiba and talked to customer service manage [redacted] ID#[redacted]. He informed me that I was out of warranty but he could help me because it was just by a few days. I told him this is the 3rd time with the same problem. I use this laptop for my real estate business. I need a reliable computer and want a refund. He said no refund. He would authorize a repair at their VIP repair facility for enterprise customers. I said I would accept that and asked what would happen if the monitor went out again. He wouldn't answer me. I said if it's the same problem they should take care of it because they still havent fixed the original problem. I said at this point they should at least offer an exchange. I need some reassurance that after I get this computer back, that this reoccurring problem would still be taken care of, but he could not answer me. So I said if it happens again, I'll have to have the Revdex.com help me if they won't. He said that would be fine and gave me the address to ship the laptop to the VIP repair center. Then he told me I would have to pay for shipping. I told him I wasn't going to pay for shipping. That if it was fixed properly to begin with, I wouldn't have to send it to them. That they paid for it last time, why not this time. He said last time the screen went out in less than 2 weeks. This time it has been 8 weeks which was too long and he wasn't going to cover the shipping. I told him to forget it, I was contacting the Revdex.com to resolve this.Desired Settlement: I would like a refund to purchase a reliable computer of a different brand for my real estate business. If this is not possible, then I would take an exchange for a new (not refurbished) laptop, of a different model, of equal or greater features with 1 year service and repairs warranty and 1 year tech/phone support coverage.

Business

Response:

A TAIS representative was in contact with the customer on 02/17/2014. TAIS has apologized for any inconvenience and has offered to provide a one-time out of warranty courtesy repair for the customer with the customer declining this offer. It is the responsibility of the customer to pay for the shipping as stated in the Standard Limited Warranty. The customer’s warranty has expired as of 02/14/2014. The customer was informed any further repairs or technical assistance is now their responsibility. 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 should at least repair the laptop at no cost to me since it still is not fixed from the last time they repaired it 8 weeks ago and they should pay the shipping because I would not have to send it back if it was repaired correctly 8 weeks ago when I sent it to them for repair of the same problem. This time (3rd time) the monitor went out right as the warranty was ending and they don't want to help. However, the 2nd time the monitor went out, they had no problem repairing the monitor again AND sent me a pre-paid shipping label because it wasn't repaired correctly the first time. Also, I told them the monitor went out on Friday, 2-7-14. Unfortunately, they are closed on the weekends and I, being a full time Realtor, I was very busy during the week so I called on 2-17-14 and was told the warranty ended on 2-14-14 but they would overlook that since it was just a few days.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 02/20/2014. TAIS has apologized for any inconvenience and has offered to provide a one-time out of warranty courtesy repair for the customer. TAIS has set up the work order with the customer receiving a courtesy box via [redacted] for the repair. At this time we consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 have sent in my Satellite laptop to Toshiba for the same issue 2 times - and my computer has come back and worked for a couple of weeks, then had the same problem. When in recently started having the issue again, we called and asked for a replacement. We were told that the warranty on the computer does not cover it - and that our only option was to send it in AGAIN. They then told us it was a software issue, which we know is not the case because we tried all of the troubleshooting on their website. We looked up the warranty on the computer on the warranty database on Toshiba.com and it says that we have the standard limited warranty. So why can we not replace it? Why do they tell us we do not have it? There is no excuse besides the fact that they just do not care. I paid good money for this computer and I do not want to pay to send it in again, just to have the same problem when it comes back. I should be able to replace it. They are being shady and trying to save themselves. I do not appreciate that they keep telling us that we have no other option when the literature obviously states that we do.Desired Settlement: Replacement computer like stated in the standard limited warranty

Business

Response:

A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized to the customer for any inconvenience. TAIS has assisted the customer by sending them a box and a shipping label so they can send in their unit to our engineers for diagnostics and repair in accordance to the warranty. A refund for the product would need to be directed to the reseller where the unit was originally purchased to determine if the unit is still within the return policy time frame. At this time we consider this matter closed.

Consumer

Response:

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

Yes, you have sent me a box for the computer to be "repaired." This will be the 3rd time I've had this problem with this computer. And the warranty states that: Depending on your specific product model, Toshiba may offer any one or more of the following

applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot

Review: My Toshiba satellite Laptop Computer is running great, but it is falling apart! A screw fell out. It was repaired by a Computer technician. A few months later, I noticed an opening near the righthand hinge between the top shell and the frame that holds the screen. The screw had fallen out again. I signed up for the [redacted] when I bought Kaspersky. The [redacted] says it will cost too much to repair. They think "internal screws" may have fallen out, as well as the outer one.

I am very unhappy because of the poor quality of the workmanship of the computer. Screws should not be falling out. All I do is open and close the computer when I start and close it. I think Toshiba should repair this for free. I want to keep it because it runs well with very few problems.Desired Settlement: Toshiba should repair or have this computer repaired for free because of poor workmanship in how the computer was put together.

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.

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.

Review: I have a laptop that I purchased in Illinois in November 2013. In approximately February or March of 2014 a line was down the side of the screen. I called tech support and was told this was a sign of the screen going out and to get it fixed. They said would be under warranty. I waited a bit with the hassle I knew it would be and then about two weeks ago my trackpad on the laptop got a bulge or bubble in it and quit working. I called once again to tech support and was given another case no. and said to send it in or find an authorized repair facility. After spending half the day on the phone to find an authorized repair facility near me, I discovered none were able to work on my model. I had to send it to California, paid 30.00 to ship it to California, only to be told that I damaged the computer and it would not be covered under warranty. The people I speak to seem to be reading off of screens and repeating the same thing over and over and not interested in what I have to say or trying to help the situation. I have emailed and spoken to two people from Toshiba and they refuse to fix my computer unless I pay for the repairs. Now the motherboard is out. Computer worked fine when it left Illinois (except for the trackpad and line in the screen.) In a conversation today with someone who told me no one else would be talking to me about this issue (I asked to speak to someone above him, supervisor, etc.) he said they have policies and once the repair depot states their position, they will not fix it and it will be shipped back to me unless I pay for it. This is ludicrous. I have never had customer service with such runaround and not trying to remedy the situation. Only if I choose to pay close to half of what I paid for the computer in November will they comply and fix it. Stand behind your product Toshiba. Figure out where the moisture is coming from and why the computer runs hot (maybe that's where the moisture is coming from) and quit blaming customers!Desired Settlement: I want a refund, repair or replacement. I did not make these damages. I wouldn't go through the trouble of phone calls and emails and complaints if I spilled something on it.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on 07/28/2014 in our repair facility with a Liquid Spilled, 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 repair is now their responsibility, unfortunately our customer declined the quoted price for the cost of repair which is out of scope, and it means the computer will be send back unrepaired. 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 received my computer back on Friday (August 8) repaired AFTER I approved the repairs. So this just shows you how Toshiba works and communicates with each other.

I did not spill any liquid on my computer at any time and I feel they should look into why the fan constantly runs on computers such as mine. Maybe it's a heat-moisture issue.

Review: TV was broke when purchased. For about 2-3 months I have had a broken TV 1st call to Toshiba was on 5/24/14 most resent call 8/7/14 have call about 12-13 times between those two dates. Have had people come out to fix but no luck still broke. please help....Desired Settlement: at this time I would like a full refund store price of TV before tax was 419.99every time I call I am told they are going to take care of me but I receive no help Last time I was told they would pro rate my TV that is crazy If they would have fixed it back when it was new we would have no pro rate.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted of one of our representatives from order desk department last 08/07/2014 and has offered a brand new replacement for his unit. Unfortunately, our customer has declined this offer, and has advised that he wants a full refund. TAIS has advised our customer that we do not process a full refund, at this time we consider this matter closed.

Review: I purchased a Toshiba L8750-S7332 laptop on Feb 6, 2013 with an service protection warranty. This laptop had to be return for replacement because of internal computer problems on March 23, 2013 (received replacement laptop with purchased service protection warranty). I had to send this Toshiba lap top back three times because the lap top would not work properly. On the third time, I spoke with a case manager concerning my lap top problems. I explain that I had to send my computer off twice because it was not fix. I was told that a prepaid mailing label and box would be sent to me to send the lap top off for repairs(I receive the box and label) and this time it is 100% guaranteed to be repaired because they have highly trained experience technicians to repair my lap top. I was 100% guaranteed that my lap top will return repair. When I received my computer on November 7. 2013 it was in worst shape than I sent it off for repair. The key board on my lap top was not secured in place and I could not plug the power cord into it. I called and again explain my problem to customer service and a case manager employee. I was told that I would receive a call back in 24hrs. Someone called me back on Nov. 13, 2013 and left a message for me to call ###-###-#### case #1[redacted]23. I return the call on Nov. 14 ,2013 @800am. I was told by a customer relations employee that I will receive a call today from the person working on my case. I called back @ 4pm because I have yet to receive a call from them. I was told at this time by an employee that my case is still in review and someone will give me a call after review.Desired Settlement: I want a gift card to buy a similar lap top or another new not a refurbish similar product. I have done everything possible to get the problem taken care of. I sent this product off three times for repairs and it is still not repaired. This product is still under warranty.

Business

Response:

A TAIS representative was in contact with our customer on 11/14/2013; we have received authorization from the customer for the replacement and are currently providing the customer with a refurbished replacement computer. Currently, we are waiting for the customer to ship the computer to us so we can send the replacement. 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.

First of all, I did not give the TAIS representative authorization to replace my broken lap top with a refurbished, 6month warranty replacement, this offer was made to me by the TAIS representative stating, "We can only replace your lap top with a refurbish one with only a 6 month warranty." At the time of this offer, I replied to the TAIS representative that I will not accept the offer because I was promised that my lap top will be fixed and it wasn't. I receive my lap top back in worst shape than I sent it. I will keep my lap top and buy another brand. I am not sending my lap top back for a refurbish one. Unsatisfied customer.

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 11/14/2013; we had received authorization from the customer for the replacement and were currently providing the customer with a refurbished replacement computer, with a 6 month warranty. Currently, we were waiting for the customer to ship the computer to us so we can send the replacement. Being as the customer has decided not to go ahead with the provided replacement TAIS will cancel the order. The customer is still under the Standard Limited Warranty unit 3/23/2014. The customer may contact Tech Support 24/7 at###-###-#### if a repair is needed. At this time we consider this matter closed.

Review: On march 1,2014 I purchased a Toshiba Satellite C55t A5123 window 8.1 for $381.06 from Walmart in Bellevue, Wa. I began to experience difficulties with the unit in approximately April of 2014. I called and customer service instructed me to remove the battery , hold down the switch in order to reboot the system. During that phone call the representative stated that this particular model had problems with the battery.

This method of removing the battery needed to be done each time I used the Laptop, and it was beginning to have a blank screen upon starting up and would freeze. I called again in june and I was advised my 90 day warranty had expired and I needed to pay a fee with a credit card in order for him to troubleshoot the issue. I let him know I found nothing on the warranty inside the box stating this and I would not give my credit card information.

I made another call to obtain the address in order to send the defective battery back to Toshiba and receive a new one. The representative refused to give me the information of where to send the defective part in exchange for a new one, and requested a credit card number to put a hold of $100.00 until they received the defective battery. I stated again that I would gladly send them the defective part at my expense with the receipt and identifying information of the laptop, but I would not be giving them any of my credit card account information for a warrantied part.

In August of 2014 the laptop would power up temporarily if I took out the battery and held down power switch, but would shut off in the middle of me using it and wouldn’t power back up. I called to report this and obtain the information of an authorized service provider to inspect and diagnose the problem because their method of repowering the unit no longer worked.

The authorized service provider [redacted] diagnosed the laptop and concluded the DC jack or the motherboard of the unit was bad and it had to be repaired by Toshiba.Desired Settlement: replace the defective unit.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. After doing a research TAIS found out that one of the technical representative already created a depot repair order for our customer’s computer TAIS has advised our customer that we will send her a free box and just complete the depot repair order thru her email. 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.