Toshiba America Information Systems Inc

Review: I have called the customer service support center to get assistance on my laptop. I own the Satellite W35Dt-A3300 and has had issues with it since my purchase in March. I am disappointed with the laptop’s performance and believe that paying $600 was a total waste.

I sent the laptop in in August for the first repair in August because it would not power on. The result was a battery change. Shortly after I sent the laptop in again because it would not power on. At this time the attachment piece was broken. I was unable to send the money on to have the piece repaired at the time. The computer was returned to me with and once again it was working fine. Except for the piece that was broken so I was unable to use the physical keyboard. I called a 3rd time because the laptop would not power on and ended the called because of a shouting match with the support representative. I called a 4th time to speak with another representative that referred me to the national parts depot to purchase the part that would attach the keyboard and I had the part fixed. The computer person at this time was able to get the laptop to power on and the laptop again worked for about a week. Last week the same power issue happened again…

I called the depot for the 5th time this time speaking to the escalations department who advised me to send the laptop in again and she assure me that the “VIP” service department would fix the laptop this time and I should not have any issues. After this has happened multiple times, I no longer have faith that another “fix” would be any better. I have had to pay each time to send the laptop in for repair. I was upset after a 45 minute conversation that lead to another “fix”. I was left feeling that TOSHIBA does not stand behind their product.Desired Settlement: I would like a full refund of the purchase price of the laptop. I have seen countless complaints about the laptop and fee that this may have been a faulty product.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 8/20/2014 in our repair facility and determined that there is a Physical Damaged, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility. Our customer may contact Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair at their own cost or they may call the technical support department at [redacted] to locate a nearest Authorized Service Provider (ASP) on their location. At this time we consider this matter closed.

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 physical damage was not the reason for the computer not powering on. I agree that the connector was broken. I was advised by a Toshiba employee that I could purchase the part at the National parts depot and have it installed at my expense. The part that I am referencing did not affect the use of the computer. The highlight of the product is that it is a laptop and tablet in one. The part that was broken prohibited me from using the keyboard only it is no longer broken. The functions of the laptop were not affected. I told each employee that I spoke to that the issue is that the unit will not power on and has had the same issue since I purchased it.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 8/20/2014 in our repair facility and determined that there is a Physical Damaged (dock board, hinge assembly, & LCD cover), which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). Our customer was advised that we can send it to our VIP/Toshiba Engineer’s repair so we can have a final diagnosis for the unit and set the right expectation that she will be quoted once they determine the damaged is not covered by the warranty. However our customer declined that offer. At this time we consider this matter closed.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 8/20/2014 in our repair facility and determined that there is a Physical Damaged (dock board, hinge assembly, & LCD cover), which is interconnected to what is happening on the computer because according to our customer when she tried to plugged in the charger the light indicator lit up which means the unit has a power. Our customer was advised that we can send it to our VIP/Toshiba Engineer’s repair so we can have a final diagnosis for the unit and set the right expectation that she will be quoted once they determined the damaged is not covered by the warranty. However our customer declined that offer. 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 never declined the offer, I told multiple representatives that I felt that I should not have to pay for the return of the unit. I know that the broken connector did not contribute to the reason the unit will not power on. The battery was replaced the unit worked for a couple weeks even after the connector was broken the unit worked as a tablet (which is a selling/marketing point of the unit). I spoke to a rep. at Toshiba that told me to purchase the part from the depot and have it installed, I did. The unit worked fine then it stopped powering on. I agree that the unit gets power to both parts (the computer/top/monitor and the keyboard), but it will not come on. Another rep there told me that the unit has a lock on it and I had to send it in to have the lock removed.

Review: I buy a toshiba new laptop from [redacted] less than a month ago. The computer starts getting images burnt into the screen. I send them emails and it's obvious it's defective. Now I have to pay for shipping and go 7-10 days withOUT a computer because of Toshiba faulty computer? Seems like a rip off.Desired Settlement: Replace my computer. Once I get new computer I send old one back. Ridiculous if you ask me they want me to pay for shipping and go 7-10 business days without a computer.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that one of our case managers has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests. If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. At this time we consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

yea they want me to send the package to them and be without computer for 10 day???? What a ridiculous thing.

Regards,

Business

Response:

A

Toshiba America Information Systems (TAIS) representative has reviewed our

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

advised that his computer needs to send to our depot repair facility to have it

check by our technicians physically and get it repaired. Our customer was

informed about the process of the repair and this are based on the standards of

Toshiba in accordance to the Standard Limited Warranty (SLW) of the unit. If

our customer has any questions or concern they may contact our technical

support department at 1-800-457-7777. At this time we consider this matter

closed.

Review: I purchased a Toshiba [redacted], which is a high-end gaming laptop directly from Toshiba's website. The warranty started on the day of purchase which was November 24, I did not receive the computer until December 9th. I didn't have ownership of the computer for even a month when it stopped working on January 1. I was playing a video game on a gaming laptop when the computer shutdown and would not turn back on. The issue was reported to Toshiba and it took 22 days for them to get the computer back to my custody. According to the tech report, the motherboard was replaced.The depot repaired the motherboard but the entire back side of the LCD case was covered in dents. There was no damage to the shipping box. Once Again I informed Toshiba of the problem and the subsequent repairs took almost two weeks. After Getting it back from the repair depot the Wifi stopped working in areas of the house where it worked previously. I could only use the internet by being in the same room as the Wireless Router. The folks at Toshiba offered to repair the issue, but this time I requested another depot. They replaced the Wifi Card and returned the unit to me. The shipping box had a large gash that was cover by a clear piece of packing tape. After inspecting the laptop I noticed a small dent on the outer cover of the LCD screen. There was still an issue with the wifi after the repair depot supposedly fixed it. At this point, I called toshiba asking for a replacement, but was given the run-a-round on why they couldn't do it.I then sent it out a fourth time with the intention of having them fix the Wifi again. This time they failed to repair the issue yet again. They also did not bother to fix the dent on the LCD panel. I have not been able to use the internet on the [redacted] Laptop since February 14, 2014 after the second repair.Although It initially broke when I was playing a game, the reason why I bought the computer was to work on animation. Functional days: 22 less than/non-functional days 68...Desired Settlement: I have been more than reasonable and patient, I would like for them to send me a box for which I can return their defective product to them. I need a full refund.

Business

Response:

A TAIS Representative has been in contact with our customer, we are currently providing the customer with a brand new unit. Customer accepted the offer. If our customer has any questions or concern they may contact us directly at [redacted] at this time we consider this matter closed.

Review: I have called customer service 8 times in the past 48 hours and asked for a supervisor 3 times I was told that a supervisor would be in contact with me within a few hours multiple times. I stayed up and never got a call back. I am active duty military and use this laptop to keep in contact with my family. I was very unpleased when I called and was told five of the 8 times to run recovery media. Also with my job I work with computers a lot and I informed them that it was a HDD issue which is covered under my warrenty as I have barely had the laptop for two and a half months. Something needs to be done about this company because I have seen a lot complaints about the customer service being horrible. I have never dealt with customer service as horrible as this in my life.Desired Settlement: I believe this company should be penalized for having such poor customer service. I'm not sure what fine or penalties they could face but from what I can tell this is a rampant problem that has been going on for quite some time now, and they should be punished for their lack of character.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been provided a free box when the repair order was created last 11/24/2014 that they can use sending the computer to our depot repair facility. And now our customer’s unit has been received of our depot repair center. At this time we consider this matter closed.

Review: I purchased a Toshiba satellite computer from [redacted] in Newington, NH on 12/20/2014 - it is still under warranty. My computer has suffered a hardware failure, which was first reported on the phone to Toshiba Customer Relations USA on 05/12/2015 and later again on 05/21/2015.

My complaint relates to the position that Toshiba are holding in relation to my case. I ascertain that my computer is covered by its warranty until 12/20/2015. Toshiba ascertain that my computer has to be repaired within the USA, while it is currently in the UK. They have tried to hold their position that the warranty only covers within the USA, which is where my complaint occurs for these reasons:

1) The warranty was not made available to me before, or at the time of, the purchase, either by [redacted] or Toshiba (as their provider), and so I was unaware about the lack of international coverage on the warranty - against the FTC's rule on Pre-Sale Availability of Written Warranty Terms

2) Toshiba hold the position that I should have purchased international warranty coverage. I ascertain that I was unaware of the lack of coverage before, the purchase. Furthermore, on investigating Toshiba's website, the only extended plan that mentions Global Coverage in fact states in its contract that it does not cover outside of the USA. I have ascertained that had I been aware of, and then purchased international warranty coverage, they would not have honored such a plan regardless - against the Magnuson-Moss Act

3) Toshiba ascertain that I must send the computer to the USA for repair. I ascertain that they are trying to impose undue costs and conditions on me to reach a satisfactory outcome in my case, especially as Toshiba have said the computer is able to be repaired in the UK. Furthermore, they have failed to respond my letter sent on 06/03/2015, in which I requested a written reply by 07/03/2015. They have therefore failed to remedy my case in reasonable time - against the Magnuson-Moss ActDesired Settlement: In my letter to Toshiba, on 06/03/2015, I requested a written reply by 07/03/2015. In my letter, I outlined what I feel to be reasonable expectations on Toshiba to fulfil their obligations under The Magnuson-Moss Act in helping me gain a satisfactory outcome. I firstly made a reasonable attempt in good faith in my phone conversations with Toshiba, and later in my letter. In my letter I summarised my expecations in numerical order:

1) Toshiba carry out the repair in the UK

2) If Toshiba wished to carry out the repair in the USA, that they collect it, ship it, repair it and return it to me in the UK at their expense

3) Toshiba replace the faulty product

4) I recieve a full refund

5) That if the computer was repaired, and again failed, that I recieve a full refund

Given Toshiba's lack of reply to my letter, and their failure to resolve my case, I now wish to obtain a full refund, as I have lost all faith in their ability to fulfil their obligations. They have wasted yet more time.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research our customer purchased the computer insidethe United States and in accordance to the Standard Limited Warranty of theunit (SLW) this Limited Warranty covers the Product for the warranty onlywithin the country where the Product was originally purchased. Our customer wasable to speak with of our case managers and was advised that they can send the computerto our depot repair facility for repair and Toshiba will be the one who will coverthe repair and replacement of the parts of the unit. Our customer will justshoulder the inbound shipping going to our depot repair facility in accordanceto the Standard Limited Warranty (SLW) of the unit. At this time we considerthis 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 purchased the Toshiba Satellite Click 2 Pro P35W-B3220 at Best Buy in Illinois on September 5, 2014 for $899.99. I registered the laptop on October 9, 2014 and this was my first time taking it out of the box and setting it up. The HDMI port was not working. On October 13, 2014, I took it to Best Buy to check the cord and the port. The representative at the Geek Squad counter confirmed that the port was not working properly. I contacted technical support and went through a series of troubleshooting. I was on hold 30 minutes or more waiting for the correct technician. After the tech was unable to resolve the issue, he made recommendations that would cost me additional money for repairs. I explained that the laptop is under the 1 year warranty and it is defective therefore I should not be responsible for repairs. I had given him the serial number at the beginning of the call. He recommended that I take it to an authorized repair facility to repair it at no cost to me under the warranty. The repair representative at [redacted] Computer Products,[redacted] checked the serial number of the laptop (S/N 6E190681C) and informed me that he would have to charge me for repairs. He stated that Toshiba does not cover the laptop repairs under this warranty. After driving 45 miles one-way to this location, I contacted Toshiba's technical support again to inform them of the situation and that I was not given accurate information from their technician. The representative stated that they had to troubleshoot the problem again before providing me the information to receive a FedEx box to ship the laptop back to their repair depot. I was charged $29.99 for shipping. Although this is in compliance with the warranty that I was not aware of because the warranty is sealed in the box, as a consumer, I did not have the document describing the details of the warranty until I purchased the product and discovered that it was defective.Desired Settlement: I would like the laptop replaced with a new operable one out of the box. I would like to be reimbursed for the shipping charge of the laptop at $29.99, $28.88 for the fuel used to travel a total of 90 miles after being misinformed by their technician about the authorized repair facility in Buffalo Grove, IL, an extended warranty on the laptop at no addition charge to me because it came out of the box defective and I cannot be certain of the quality of the product.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS has informed our customer that the pre-paid shipping box for repair which cost $29.99 is non-refundable and under the Standard Limited Warranty (SLW), the labor and the parts that needed to be replaced and the shipment after the repair going back to our customer is free of charge. At this time we consider this matter closed.

Review: Over 1 month ago (5/11/15) I sent back my Toshiba laptop that stopped working while still under it's warranty. Toshiba insisted that I pay to have it shipped to their repair center. Now over 30 days later they are holding my laptop saying they are waiting for a part. I have made 6 calls to the repair center and 5 calls to the executive offices and no one has had the courtesy to return my call. As of today the repair status stills says they are waiting for a part. My repair order # is TC-[redacted]. The serial number is [redacted]. I have wasted countless hours trying to find out the status and what is being done to repair my laptop. Calls to their Corp offices at ###-###-#### are answered by an operator who can only put you into voicemail to leave your complaint. This organization without a doubt has no respect for their customers and I guess just hopes they will give up.Desired Settlement: At this point after waiting over 30 days with no response I would like to receive my money back so I can buy another brand laptop. I am hoping I will not have to deal with Toshiba ever again.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Our customer has spoken with one of our corporate representatives and our customer has been advised that the unit will be sent back to our customer. Based on our records the computer has been repaired by our depot repair facility and was delivered last Thur 6/18/2015 11:57 am under [redacted] tracking no. [redacted]. 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 held my laptop for over 1 month with no response to numerous requests for status. While Toshiba admits unit was under warranty they had me pay to ship the unit back for repair (had to pay almost $25 for shipping and insurance). To date, no explanation has been made why I had to go over 1 month without my laptop, why I have not been reimbursed for the shipping charges, and why my warranty has not been extended for at least 1 month while not in use. Toshiba did not even make an effort to repair my unit or get back to me until I filed my complaint with the Revdex.com. There initial excuse (made the day after I filed my Revdex.com complaint) was that the part needed to repair my unit was on back order yet somehow my laptop was repaired and shipped out the very next day. Toshiba treats their customers very poorly and should not be allowed to get away with their total disregard and disrespect to their customers.

Regards,

Business

Response:

A

Toshiba America Information Systems (TAIS) representative has reviewed our

customer complaint. After doing a research in accordance to the standard

limited warranty of the unit any packaging, shipping charges, insurance, taxes

and duties associated with the transportation of the Product or original CRU

(Customer Replaceable Parts Service) to the service center or provider. Our customers

are responsible for appropriately packaging the Product. The unit arrived in

our depot repair facility last 05/19/2015 and the parts that were needed to be

replace was in backorder and the unit was on-hold in our repair facility. Our

customer was able to speak with one of our corporate representatives and been

advised that the unit will be sent back to our customer. Based on our records

the unit has been repaired and was delivered last Thur. 6/18/2015 11:57 am

under [redacted] tracking no. [redacted]. 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.

Unfortunately Toshiba ignores all customers concerns and requests. Just like with me they have refused to address any of the issues with Revdex.com either. For one month they ignored my numerous calls asking for a supervisor to call me back (7 calls). Not until I filed a complaint with the Revdex.com did they take action repairing and shipping my unit back - 38 days after I sent it in. None of the items I inquired about have been responded to so I will list them again:

Review: In October 2013 I purchased a 50 inch led TV part number [redacted] serial number [redacted]. IN May 2014 I had a problem with my TV where I had lines and no picture I called Toshiba support and made a claim and was told to take it to one of there authorized provider in my area which was [redacted] service I did that and a month later I was told my TV could not be service because the part cost more than what the TV was worth so I went and picked the TV up in July and called Toshiba back and told them what happen and I was told an onsite service tech was coming out as soon as they get my part and I was told that this does happen where authorized dealers wont service and an onsite person has o be sent out anyway. in October 2014 he came out and plug up my tv and seen that there was a crack inside my screen told me its against Toshiba to service a product that's not under warranty so he took a picture and left. I called Toshiba told them what happen and they told me I had to pay to get it fix because its not under warranty for the screen but as I explain if I had cracked the tv and when I took it into [redacted] they shouldn't tried to fix it because is against Toshiba rules. So my tv being at one place where I was told to go from toshiba and a onsite service person I am having to deal with things that was not my decision to take my tv to t either person everything was done properly and I called like I suppose to to make my claim and now I am getting punished due to the fact that I was told by the case manager beverly that sending it to and authorized dealer they cant see what actually was going on with the tv but an onsite person can get them correct info so I explained to her will toshiba should have sent out and onsite tech to began with and I wouldnt have these problems right now. My tv has been tempered with by the first authorized dealer and now I have a big crack I am been punish for something that is not my fault now toshiba I am very upset with this.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of our Authorized Service Provider (ASP) sent an Onsite technician to our customer's location and the technician was able to diagnosed the TV of our customer and they determined that there's a crack on the right hand side of the screen and with the accordance to the Standard Limited Warranty of the unit, any physical damage whether its accidental it will not be covered under it. 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

Review: I purchased a laptop from toshiba direct in July of 2014 that has never worked properly. They have attempted to repair it over the phone only to realize the hard drive was bad. After replacement of the hard drive it failed just after I ran the setup. This repair center in California has had the laptop since April 13, 2015 and indicated that both the hard drive and motherboard were bad needing to be replaced. Their estimated time to receive parts isn't until May 11, 2015. I was told that if t h e computer was unrepairable that it would be replaced. Having a bad hard drive for the 2nd time and a bad motherboard is essentially the whole computer.Desired Settlement: At this point I am requesting a refund for the defective lemon they sold me.

Business

Response:

A Toshiba America information System

(TAIS) representative has been in contact with our customer. TAIS has

apologized for the inconvenience our customer has experienced. TAIS has advised

our customer that her case will be forwarded to our order desk department to

have her computer replaced TAIS has advised our customer that one of the

representatives from order desk will call her within 1-2 business days to

discuss about the process of the replacement. If the customer has any questions

or concern they may contact us at ###-###-####. At this time we consider this

matter closed.

Review: I recently bought a Toshiba Chromebook [redacted] on [redacted] on April 13, 2015 for $303.74. The product serial number is [redacted]. When I receive my laptop, I did not pay much attention to it since I did not need it at that time. When finals come, I started using it solely for college purpose. The wifi did not work. There's no point if I can't use it in school. As I start using it, I notice so many defects with this laptop. The volume goes crazy with auto adjusting by itself, the keypad sounds extremely cheap and make snappy noise when I slide my finger across the pad, and the laptop shuts off for no reason. Honestly, I feel cheated on since this would never happen if this was a "Brand New" laptop as described on the company's website. When I call Toshiba Customer service, it was ridiculous. He kept telling me about the laptop being out of warranty if they found out it was dropped or was liquid damage. I told him I seriously don't care about that because I barely use it, I even bought a case for it, which I regret. I am appalled by Toshiba customer service and the cheap product that carry so many defects within a week.Desired Settlement: I would like a full refund in the amount of $303.74. I do not want to pay for any fees and the hassle for sending it back for repair and no longer have trust in Toshiba's product. I only wish for a full refund because if this is the condition of a "Brand New" product, I do not trust it after it is repaired, since when my warranty is over, I will continue to be responsible for it.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

customer was informed that the initial shipment in sending the laptop to Depot is

within their responsibility and in return, Toshiba will shoulder the labor cost

and the return shipment after the repair. TAIS authorized a free-box to our

customer as a one-time courtesy and they just need to complete the order in

depotgateway.[redacted] for them to receive the box. At this time we consider

this matter closed.

Review: I ordered a Toshiba Satellite S50-BST2GX1 Laptop from the online-shop. The laptop was supposed to have a AMD RADEON AMD M265X graphics card. After reception I checked the laptop and recognized that the laptop only had a R7 M260 card. I contacted customer service and they also stated that I got the wrong card. I sent it back and ordered the same laptop again, with the assurance, that I will get the correct graphics card. Unfortunatly this did not happen.After contacting CS, they promised an investigation of the issue. This concluded that they made a mistake on their webpage and the card in my laptop is the R7 M265X. First this card does not exist, second is it not the card that is built into their laptops. CS then told me that I am out of luck and I can send it back. They wronlgy advertise the laptop with the better graphics card and if somebody figures it out they just say, ups sorry you can send it back. They also claim they are not liable for all the mistakes on their webpage, so they pretty much can advertise whatever they want and I have to live with the change in the graphics card. Unfortunately we entered into a contract with me buying and paying the laptop and in the order confirmation they again stated that I ordered the R9 M265X card, so it cannot be only a mistake on the webpage.Desired Settlement: I would like as a minimum the laptop with the same configuration as I ordered, but with the R9 M265X graphics card.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experience. Our customer’s choose to keep the computer and accepted the credit we have issued for compensation for the typographical error on the specifications. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: I am so unhappy with Toshiba. The tech department don't help with problems, they only try to get you to purchase the warranty. I will never purchase a Toshiba product again. The picture on my Toshiba television will not stay the size I set it on. And also I cant connect my dvd to my television. Toshiba technical department will not help you at all.Desired Settlement: All I want is for my television to stay on the size I set it on. And to be able to watch my dvd.

Business

Response:

A TAIS representative was in contact with the customer on 01/28/2014. TAIS has apologized for any inconvenience and has informed the customer the courtesy phone tech support has expired and there would be a charge for the tech support. Tech support did educate the cx about the issue the customer was having with the unit, with the customer stating she understood. The warranty of the product was explained to the customer with the web site support.toshiba.com being provided to the customer which would explain in detail the warranty. If the customer would like to contact tech support for further support they may call ###-###-#### (24/7). As stated by the techs , there would be a charge for this support. 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:

A TAIS representative was in contact with the customer on 01/28/2014. TAIS has apologized for any inconvenience and has informed the customer the courtesy phone tech support has expired and there would be a charge for the tech support. Tech support did educate the cx about the issue the customer was having with the unit, with the customer stating she understood. The warranty of the product was explained to the customer with the web site support.toshiba.com being provided to the customer which would explain in detail the warranty. If the customer would like to contact tech support for further support they may call ###-###-#### (24/7). As stated by the techs, there would be a charge for this support. At this time we consider this matter closed.

Review: I purchased a Toshiba television about two years ago and the remote stopped working after less than one year. I finally decided to replace it and the power button stopped working after less than one week. I spent over two hours on the phone with Toshiba being transferred to different departments and being put on hold. They then told me that they will not return the item without the invoice they sent me via mail, even though I have an email confirmation and the email copy of the invoice.Desired Settlement: I am requesting a refund of $37.08, which is the cost of the remote plus shipping costs.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our system under our customer's information Name, Phone Number, and Email Address, at this time we considered this matter closed.

Review: We bought a Sat L850ST3NX2 Laptop, Serial #[redacted] on Dec 28, 2012 for $579. I was trying to purchase the extended warranty the day before the grace period expired, Customer Service advised me that a supervisor will get back to me, as they were not able to add it at that time. I never received a callback and was just given the runaround. The computer's hard drive crashed in March 2013 and again in June. My son uses this for school as he takes hybrid classes in Nursing at [redacted] Community College, [redacted], AZ. We had to pay $25 for a FedEx box which we have to use to send the damaged computer to Toshiba, their choice of shipper. Upon return to us the 2nd time, we noticed a big black stain on the upper right side of the screen and small black stains below. His computer won't even reboot. Toshiba said that the black stain is not covered and that the computer was mishandled. I told Toshiba that there is no such stain(s) on the screen when we sent it out through Fedex. So Toshiba asked us to talk to FedEx first, then call them back. FedEx had us fill out a claim form. After days of follow up with FedEx, Manager [redacted] (who won't give out his complete name) told us that Toshiba is whom we had to file claim with as they are ONLY the shipper. I have also tried reaching Fedex' [redacted] who is our Case Rep a few times, but to no avail. All the Case Managers at Toshiba (such as [redacted], [redacted] and [redacted]) refused to have us speak to anyone else above them, they claim the decision is theirs, and no one else's. We have lost hours being on hold and being transferred all over to be stone blocked. Finally, a friend advised me to call Toshiba's Corporate, spoke with a [redacted] Sander at Tel [redacted] who claimed to be the ONLY Escalations CEO. She said the only way she can repair the ONCE AGAIN CRASHED HARD DRIVE is for us to have the LCD repaired for $100, discounted from $279. Obviously, this computer is defective, broken twice and not even 6 months old. THE WARRANTY EXPIRES ON DEC. 30, 2013.Desired Settlement: I strongly believed I was sold a lemon, hard drive crashing, not even 3 months old, then crash again. I just want my money back! I already lost about 4 months in warranty due to the delay in response and resolution from Toshiba. I ended up dropping from the Nursing Program as I was logging behind. And I thought Toshiba was the best PC out there....

Business

Response:

A TAIS representative was in contact with the customer on 10/10/2013. TAIS received the customer’s unit in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope meaning it is not covered under the warranty). TAIS has apologized for any inconvenience and has offered to provide the customer a discount on the repair of the cracked LCD screen. The customer has declined the discount provided. At this time we consider the 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.

How can I get satisfaction from this response when nothing was resolved by TAIS at all. I have called [redacted] in Escalations at [redacted] several times and have not reached her. I have left messages and we have been playing phone tags. THE WARRANTY ON THIS COMPUTER EXPIRES IN DEC 28, 2013, if I am not mistaken. I have sent that computer WITHOUT ANY CRACKS ON THE LCD SCREEN. Who is to say that perhaps FEDEX mishandled it. I tried reaching FEDEX, per TAIS' instruction only to be told by FEDEX to file claim with TAIS. WHAT KIND OF COMPUTER BREAKS DOWN AFTER JUST 3 MONTHS WHEN IT SI SUPPOSED TO BE BRAND NEW, THEN BREAKS AGAIN AFTER ANOTHER 2-3 MONTHS? I AM BEGINNING TO THINK THAT THEY HAVE SOLD US A REFURBISHED SYSTEM. SO NOW THEY ARE STALLING US SINCE WARRANTY EXPIRES IN ABOUT 2 WEEKS. THEN THEY HAVE THE AUDACITY TO TELL US THAT MATTER IS CLOSED???? WHAT KIND OF CUSTOMER SERVICE IS THAT? AND WHY ARE THEY NOT BACKING UP THEIR SYSTEM.... PERHAPS IF THE COMPUTER DOES NOT KEEP ON BREAKING, THEN WE WON'T HAVE TO SHIP IT VIA FEDEX AND DAMAGE THE LCD SCREEN. TAIS WAS THE ONE WHO TOLD US THAT IT WAS MISHANDLED... SO WHY WILL WE MISHANDLE SOMETHING THAT WE SPENT $579,28 ON WHEN THIS COMPUTER IS VITAL TO MY SON'S SCHOOLING?

IS THAT WHAT CUSTOMER SERVICE IS ALL ABOUT? THEY EVEN JACKED US AROUND WHEN WE TRIED GETTING THE EXTENDED WARRANTY ABOUT 3.5 WEEKS AFTER PURCHASE. WHY ARE THEY OFFERING US GOOD OPTIONS? AND WHO IS TO SAY THAT THIS LEMON COMPUTER WILL NOT BREAK DOWN AGAIN?

Regards, [redacted]

Business

Response:

A TAIS representative was in contact with the customer on 10/10/2013. TAIS received the customer’s unit in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope meaning it is not covered under the warranty). TAIS has apologized for any inconvenience and has offered to provide the customer a discount on the repair of the cracked LCD screen. The customer has declined the discount provided. At this time we consider the 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.

Hi, please be reminded that this is the same exact response you sent me initially.....stating Toshiba closed case. I have submitted a rebuttal on this stating that how can they close a case that has not been resolved in any way? Please refer to rebuttal I emailed your office for TAIS about 2 weeks ago.... WARRANTY EXPIRES 12/31/2013 per Chance and Vanessa of TAIS Escalations, tel # [redacted], option 1 on 12/26 and 12/27 respectively. I tried reaching [redacted] @ her direct tel [redacted] but voicemail is stating it is full. I am 2 days away from warranty expiration and I feel that they TAIS is stalling my repair so they can get away from my warranty which should really be extended considering the NUMBER OF TIMES THIS BRAND NEW UNIT broke down. What is my guaranty that the unit will not have any other issues AFTER THEY WANT TO CHARGE ME $100 FOR THE LCD DAMAGE WHICH TAIS OR FEDEX CAUSED ME IN THE FIRST PLACE?

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 12/30/2013. TAIS has provided the customer with a shipping label for the unit to be shipped to the engineers. The customer has prepaid for the repair of the unit in the amount of $100.00. As stated from the engineers, (Replaced LCD and hard drive, installed factory software, and setup to default settings. System boots up to Windows normally, LCD display is good, system passed all tests and running fine). The unit was delivered to the customer repaired via Fed Ex tracking number [redacted]. The unit was received and signed for by the customer on 01/14/2014.

Actual delivery :

Tues 1/14/2014 3:18 pm

US

Delivered

Signed for by: [redacted]

At this time we consider this matter closed.

Review: Toshiba advertised a refurbished WT8-A32 I bought via Toshiba direct as coming with Microsoft Office Home And Student 2013. It did not. I posted in the only forum about said issue, and a forum rep named [redacted] responded to me after removing the only post which included screenshots of the false advertisement. I contacted support multiple times concerning this, and they did not offer a refund. Also, I had to contact troubleshooting support multiple times due to shoddy bios updates, driver updates, HDMI issues, and, finally, power issues resulting in my tablet not taking a charge. By this time, [redacted] hadn't followed through on his promise to get me the Office 365 that I didn't even want due to its subscription nature, and he stated once it's outside the return period you cannot return the product, even though I was working with him to get me what was rightfully mine, albeit to no avail. Now, I'm left with a useless lemon of a tablet and no office software.Desired Settlement: I demand a full refund to my check card, or I shall contact the FTC concerning this false advertising case.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customers unit is already out of warranty since 03/05/2015. 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: About 6 months after buy a TV I line in the screen appeared, it was under warranty and Toshiba had it repaired. About 1 year latter another line appeared. Since the warranty had expired Toshiba refused to have the issue corrected. Two problems in less than 2 years indicate there is something fundamentally wrong with TV, and should be corrected.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their T.V has already expired since 08/01/12. 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: This started as a basic issue that could have been fixed from the start but has escalated to major problem. The Laptop had a hard drive failure and was sent back to Toshiba to be repaired as it was still under warranty. This is the basic issue that could have been fixed and it would be the end. Unfortunately, this is where we went from a basic problem to much more. When the Laptop came back it had the incorrect operating system. When this Laptop was purchase it was custom built to have Windows 7 Professional. When the computer cam back it was Windows 8. Called Toshiba and asked what had happened and how could they correct this. Was told that the laptop needed to be sent back to them and they would correct this. They sent over a box it went back to them to fix. It came back to and it looked as if they did nothing, it was still Windows 8. Called again to figure out what happened and what they could do. Spoke with a Case Manager [redacted] ([redacted]) and she gave two options, 1: send back to depot to have them fix or 2: Have them send recovery media. As the depot does take time and I had already sent it to them I chose to have them send recovery media. They could not just send it over I had to give credit card information and then they would issue a refund. I do not understand this but I did so and they did issue a refund. When I received the recovery media it was for the wrong computer. This is a problem as there own warring label states that " The enclosed flash drive will allow you to completely recover the factory installed software on your Toshiba computer. It will not function on other computer systems. " Also the Flash drive the did send was for a Windows 7 Home Prem. This is a downgrade in operating systems. As stated earlier the system purchased was Windows 7 Professional. When I called to get this resolved I was told that they needed to look into this and they would get back to me in 24 to 48 hours. I gave my call back information. At this point I a frustrated and and have been without this computer for a month and a half. I contacted the corporate office for help. They do not take direct calls you are to leave a message and someone will get back to you within 24 hours. As I waited for help 2 days have gone by. I received a call from the tec support but it was missed as they called my evening number when I gave them a daytime number. The message stated that they could try and reset the laptop over then phone, a step that had been done already and that is why the were sending the recovery media. Toshiba's Tec support is not reading the notes regarding this case. I am in a circle with no end. At this time I have yet to receive a call back from the corporate office.Desired Settlement: In all honesty I would love to get my money back so I can purchase another computer that works and be done with this.

I do understand that as this laptop is almost a year old that is not a reasonable request. I would like this laptop to be fixed, correct operating system. I would also like an extended warranty for this laptop. This I do think is reasonable, as they have used up a month and a half of my time and warranty. And this is not the first time it has gone back to them. After 2 months of having this laptop it had to go back to them.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research, our customer already spoke to one of our representative from corporate and they provided a resolution to the customer. Our customer agreed with that resolution. At this time we consider this matter closed.

Review: I am very unhappy with my Toshiba Encore Mini Tablet. It was bought on 29 DEC 2014 by 09 JAN 2015 it refused to charge unless the cable had upward pressure applied. On 12 JAN 2015 I called Toshiba Support and was told that it would most likely be ruled Physical Damage and thus out of Warranty and repair would cost $252 or 2.5x the retail cost of the tablet. I held out hope that it would not be ruled that way. I went to fill out the information to do the warranty repair. I was dumbfounded to see that I was to pay $29 for shipping on a warranty repair. $29 is 1/3 the retail value of the tablet. I refuse to pay on a warranty repair. So I will not be shipping the tablet back, I have already recycled it. Thank you for showing me that you stand behind your products.Desired Settlement: I want a replacement of the tablet with the same or similar configuration

Business

Response:

A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS acknowledged our customer’s concern and apologized for the inconvenience our customer has experienced. TAIS offered our customer to have a free shipping box by completing the payment process and we will refund the amount after they completed the repair order online. Currently we’re waiting for our customer to complete the order for us to process the refund. At this time we consider this matter closed.

Review: In the early May, 2014, the touchpad on my laptop stopped working properly. It only works intermittently. Unfortunately, I had to be out of town for a while, so I couldn’t deal with it right away. However, I did check the website and confirm that my laptop was still under warranty.

Information about the laptop:

Toshiba Satellite U845W-S4170

Part Number: PSU5XU-00R004

Serial Number: 1D168741C

What follows is the extreme debacle that is your customer service department:

On May 27, 2014 – 2:05PM – 24 min 17 sec – ###-###-#### – from mobile:

Called the 800 number and spoke with [redacted]. She gave me a case number of 2[redacted]7538 and promised to also email over all pertinent information related to this case. That email never came. She was unable to help remotely diagnose my laptop and was unable to waive the shipping fee for the box to get my computer to your depot. I have no idea why I’m even being charged for shipping when the defect is with your product. I asked to speak to a supervisor and [redacted] came on the line. By the time he had gotten on the line I had to drive to an appointment, so I was unable to have him remotely connect to my machine to diagnose issues. He promised to call me back at 8PM the same day, and we scheduled an appointment. He was also unable to waive the shipping fees for the box. He failed to call me back at 8PM as promised.

On May 28, 2014 – 6:59PM – 29 min 49 sec – ###-###-#### – from land line:

I had to call again because [redacted] never called me as promised. I spoke with [redacted] and immediately asked for her supervisor so that I could complain about [redacted] missing his call. [redacted] came on the line. [redacted] was unable to help me regarding [redacted] nor about the fee for shipping the unit to the repair facility. [redacted] suggested I call again the next day and speak to a Case Manager. [redacted] said I was unable to speak to a case manager at that moment because they were gone for the day.

On May 29, 2014 – 3:29PM – 30 min 09 sec – ###-###-#### – from mobile:

Called again and got [redacted]. I promptly asked for a case manager. [redacted] came on the phone after a long hold time, stating he was the case manager. He refused to waive the fee for the box and also refused to escalate my call to someone in America at Toshiba Corporate. We setup the order and he gave me an order number of TP-[redacted] with a promise to email me the link to purchase the box.

On June 3, I completed the order for the box. The order page originally said $24.95 (I have a screenshot of this) but I was charged $29.99.

Received box Friday June 6, 2014. It is too small to fit the laptop so I was unable to send it back. I was unable to call about this issue until:

June 10, 2014 – 5:05PM – 15 min 01 sec – ###-###-#### – from land line:

Called about this issue and spoke with [redacted]. He did not speak good English, having to stop several times and search for words, stammering “um, uh” all through the conversation. I tried to explain that the box was too small but he did not understand. He kept saying that the only thing I should be including was the laptop and that there should be plenty of room. I tried to explain that the laptop was too wide to fit into the box, and that he needed to have another one sent to me. I requested that it be sent overnight, since the mistake in box size was Toshiba’s error – you had the model number of my computer, you should know what size box to send. He refused to do so, and also refused to connect me to a case manager or anyone in America.

It is now June 26, 2014, and I still have not received a proper size box. It has been a month since I started trying to resolve this issue, and I still have a broken laptop with no communication, no box that I paid for, and no idea what happens moving forward.Desired Settlement: I want this laptop repaired. I want the repair expedited. I want everything shipped overnight, both ways. I want my box fee refunded. I want to be compensated for my almost TWO HOURS on the phone with Toshiba representatives. I want to be compensated for the time I have had a malfunctioning laptop.

Business

Response:

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

Review: On October 1, 2013 I notified Costco concierge service and Toshiba that my 40" flat screen television model# [redacted] purchased on December 23, 2012 was no longer operational. I was told that the warranty repair company, Nexicore would notify me within three days. Four days later I called Nexicore and was told a repair technician would call that day for an appointment. No call was received. On October 9th I called and was told the part was o18thn backorder until October 17th. Ummmm how was a part ordered when my television was never looked at by a repair person never mind diagnosed. On October 18th I called back to only hear that the part was still on backorder until at least October 31st. From November 1st through November 18th and after dozens of phone calls and hours spent on the phone. Toshiba offered me "TWO" options. Continue to wait for the still backordered part for my TV that was never diagnosed or accept a "REFURBISHED" 39" TV model #[redacted]. it would come with a 90day warranty. They stated although smaller it was a better TV. If your new cars engine blew up. Would you accept the manufacture telling you to accept a smaller refurbished engine? I wouldn't. I also have been paying for cable that I haven't been able watch since September 30, 2013. I believe over 7 weeks to resolve what I think is simple fix is unacceptable.Desired Settlement: I do not want a refurbished television. Also if Toshiba would like to upgrade me to what they call a better TV. I would like it to be at least the same size television or bigger than I purchased.

Business

Response:

A TAIS representative has contacted our customer on 11/18/2013; TAIS has been given authorization by the customer and are currently providing the customer with a refurbished replacement TV. Currently, we have a delivery date to the customer of Monday 12/09/2013 via UPS tracking number [redacted]. At this time we consider this matter closed.