Toshiba America Information Systems Inc

Review: I purchased a Toshiba Laptop (L75D-A7283) for my 83 year old mother November 18,2013 from Staples.com. The computer was always slow so after investigating her internet connection we contacted Staples.com. They advised that as 90 days had passed I was required to contact Toshiba directly. I did so and was advised to pay $24.95 and they would ship a box to return the laptop for repair. I did so. Toshiba Order Number TP-[redacted]. The laptop was returned with notice that the replaced parts were HDD SATA5400. Essentially another motherboard. This "repair" lasted about a week and I contacted Toshiba again in April. They said to return the laptop again and I wouldn't have to pay the fee again, I did so and the laptop was returned with notice that the replaced parts were HDD SATA5400. The same thing they supposedly did on the last repair. Again, that "repair" lasted about 1 week I called and spoke to another representative and was told to return the laptop for a third time. I advised that I was not going to do that and I wanted refund. I felt that 2 times was enough to get the issue resolved. After a 72 minute conversation with the representative getting nowhere I hung up. I tried to email Toshiba directly at [email protected]. all emails were returned undeliverable. My mother has essentially not had a computer since this purchaseDesired Settlement: I request a refund of $483.73 breakdown is as follows:I paid $508.78 - $50.00 rebate = 458.78 + $24.95 (repair fee) = $483.73

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 06/26/2014, 06/27/2014; 06/30/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

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,

I spoke to a representative today . They refused to refund full price for my laptop . The representative said I could get "fair market value" . When I asked what that meant he couldn't give me a number . He said they would send me another computer. I do not want another computer but he left me with no choice . I believe toshiba is non- responsive and a terrible company . Please do not accept their explanation of this outcome.

Review: I paid $69.95 to toshiba service dept to fix my laptop, which did not have sound ([redacted]) [Incident: [redacted]) After about 10 hours on hold during 6 phone calls and numerous emails I finally gave up. their customer service is terrible. they did little to remedy my problem and they structure their service in a way that makes themselves unavailable to the consumer! after I paid my $ there were long wait times on hold, and people telling me they would call back and never did. I cannot believe what they are doing is legal. toshiba should be ashamed of themselves. I will never purchase another toshiba product and I will be spreading the word on their terrible customer service. Here is an email I sent them after I could not get through and was on hold for 2 hours: Yesterday I purchased your technical support for $69.95. After several hours on the telephone with your technician [redacted], nothing was accomplished on my computer, He deleted some programs but the initial problem of no sound was never resolved. Twice on 12/20 he said he was going to call me back and he did not. I called back on 12/20 and talked to another technician that said [redacted]'s notes said I needed to do a recovery and remove everything off my computer. He told me [redacted] would call me today 12/21 at 1pm. I stayed up late last night to remove everything from my computer. [redacted] never called me today on 12/21. Anything you can do to help is appreciated.Desired Settlement: I would like a refund of $69.99 or at the least send me a new recovery and applications disk for my computer so I can clean everything off my computer and start over.

Business

Response:

A TAIS representative was in contact with our customer on 12/23/2013. TAIS has informed the customer that there is no guarantee that the charge for technical support would resolve the issue. The customer has stated the files have been backed up through his email. Recovery assistance was offered to the customer by tech support with the customer declining and insisting on a refund. The charge for the tech support is a non-refundable charge as technical support was provided. When the unit was first set up, the option for creating a recovery disc was given. If the option for creating a recovery disc was by passed, the customer will be able to go to www.acclaim.toshiba.com and purchase one. 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 requested a refund for this customer support service because I was not given a fair opportunity to resolve the issue. Long wait times on hold often to where I just gave up and hung up, promises of call backs by customer service representatives that never occurred and one representative placing me on hold for over 1hour and 20 minutes until I just finally hung up. I waited all day on a Saturday for a call back from a representative after I cleaned up my computer the night before and never received a call. I was up until the middle of the night doing this. How does Toshiba think this makes their customers feel? That Saturday was the day the representative was to do a full recovery of my system, but he never called me back. I called back that afternoon and was placed on hold for hours, then I finally just gave up. This is sneaky practice and I question the legality of Toshiba charging someone for this service, then making themselves unavailable for promised followup service. Answer me this, why has Toshiba never called me back? Emailed me back? The way they handled this was just wrong.

In their response to my complaint, Toshiba now suggested I purchase a recovery disk from them. Are you kidding me? That is insulting and the last thing I am going to do is give them more of my hard earned money. I cannot instill trust in Toshiba anymore with the way they operate and treat their customers with such little respect. It is unfortunate because I always spoke highly of Toshiba products to colleagues, friends and family. I was hoping Toshiba would have stepped up to the plate here and

resolved this issue in a professional manner, actually putting the

customer first. It is quite obvious that they are all about the purchase, not about customer service. Needless to say I will refrain from purchasing any Toshiba products for me or my family in the future.

Thank you for looking into this matter for me in a timely manner. Your assistance is appreciated.

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 12/23/2013. TAIS has informed the customer that there is no guarantee that the charge for technical support would resolve the issue. The customer has stated the files have been backed up through his email. Recovery assistance was offered to the customer by tech support with the customer declining and insisting on a refund. The customer is still able to contact tech support and receive recovery assistance that would alleviate his having to purchase the recovery media. The charge for the tech support is a non-refundable charge as technical support was provided. When the unit was first set up, the option for creating a recovery disc was given. If the option for creating a recovery disc was by passed, the customer will be able to go to [redacted] and purchase one or contact tech support for the Recovery assistance. 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.

More rhetoric from Toshiba? Yes the representative told me there were no guarantees for the service, my issue is they hardly provided any service. I declined recovery assistance because I could not get a hold of a representative and THE REP NEVER RETURNED MY CALL! So when it came down to it....no return calls, extremely long hold times, being disconnected, etc. I just had to give up and ask for a refund. Then the time period expired. How convenient is that? More sneakiness on the part of Toshiba. Lets see, they get people to pay for customer service and put a time frame on that, then they make themselves unavailable or make it very inconvenient for the customer to follow up, then time runs out. What a scam! Why do the reps tell you they will return your call, like this [redacted] did, and never call back? That is crappy customer service. They can simply look at their phone records and multiple emails to see how often I called and tried to contact them, how long I was on hold, and how often I just gave up and hung up. Of course Toshiba won't admit that their customer service sucks because they would have to admit wrong doing and have to pay me a mere $70, which would really make a difference in their overall earnings.

Yes at this time the matter is closed. Please take note of this Revdex.com, someday someone will investigate this legality of this practice.

Regards,

Review: The power switch on my new Toshiba Encore 2 tablet went into the case and the tablet won't turn on. When I call customer service for repair or replace under the warranty, I keep getting referred to the repair service that will fix it for $225.00. I have only had this since Christmas 2014. I think it is a defective part. Finally, one customer service rep said she would have a caseworker call me back and no one has called.Desired Settlement: I want the tablet repaired and/or replaced under the warranty on workmanship and materials.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and they processed a depot repair order for the unit to have it check and diagnose by our technicians. At this time we consider this matter closed.

Review: A computer (Toshiba Satellite C55D) was defective from time of purchase. When I called them this month and explained that I had already had to purchase 3 batteries and adapters because the computer kept killing them and that the video disappeared while I was gone to pick up my child and I was the only one that used the computer, they stated that the computer was not covered for the issue. They stated it came from shutting down the lid of the laptop too hard, but no one had touched the lid of the laptop. I told them that the laptop started with green and purple rolling lines, then after rebooting the computer it went to a grey screen flashing between it and a white screen. The light still shines in the LCD, but they said it was LCD damage and it is not covered. I talked to a software engineer and a computer information tech and they stated it was not the LCD. that it was either the video card or the motherboard and it was due to the computer overheating from it being defective. Toshiba Support says I will need to pay for the repairs or replacement, that it is not covered, but if it was hardware that it would be covered, but they wanted me to send it to their computer service center and pay for the repairs.Desired Settlement: I want a replacement laptop or the computer repaired. I purchased their computer from [redacted] which states, that I have to contact Toshiba for resolution. I did not do anything for this computer to malfunction and I feel that I should not be held responsible for their defective equipment and that they should be willing to replace the defective computer or repair the computer.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS has informed our customer that any physical or accidental damage is not covered under the warranty and that was the reason why our customer was referred to Toshiba Repair Services (TRS) and it will be at their own cost since the issue is not in accordance with the Standard Limited Warranty (SLW). 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.Dear Sir or MadamThe issue with the computer is not due to accidental or physical damage and I feel that Toshiba customer service is incorrect. I have talked to a software engineer and information technologist and they state it is a faulty computer. It was no fault of mine that the computer is not working properly and I am not going to pay for the repairs on a computer that I did not damage.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has requested for the picture of our customer’s computer so we can verify if the issue is covered in accordance of the Standard Limited Warranty of the computer before we send it in to our repair facility. TAIS will wait for the picture to be sent. At this time we consider this matter closed.

Review: Failure to refund money after a in warranty part replacement.

On Feb 14, 2014 I called Toshiba customer service because my Toshiba Satellite [redacted] battery was no longer taking a charge. Customer service was willing to replace that battery and would have to charge me $100.40 to send out the battery(Order # [redacted]. The money would then be refunded to me when they received the defective battery back. On Feb 17, 2014 I received that battery and the problem with my computer was resolved. On Feb 17 the defective battery was sent out by UPS. On Feb 19 Toshiba received the defective battery and closed the RMA. I believe on Feb 25 I called Toshiba to find out the status of my refund. The customer service agent informed me that the refund for some reason had not been processed and that it would take one billing cycle to process that refund (i guessing he was meaning one month). Not satisfied with their company holding my money for a full month I called customer service on March 6, 2014. The customer service agent decided to transfer my call to Toshiba Customer Relations. The customer relations agent informed me that the refund had been processed and requested that I call my financial institution to check the status on the funds. My bank informed me that their were no funds waiting to clear. When I spoke with the customer relations on the same call he suggested for me to wait 5 business days and that my refund would be back to me. Today is March 14, 2014 (One month from when Toshiba charged me $100.40) and 5 business days are not passed. I called customer service to find out the status of my refund. Customer service had to transfer my call to customer relations where I spoke with [redacted]. [redacted] suggested that I wait 5 more business days for my refund. Not able to give me an explanation of why I would have to continue to wait and not willing to do anything resolve this issue she hung up on me. I am not still in a waiting period for Toshiba to simply refund my money or compensate me for the time and money that they have taken from me!Desired Settlement: I am desiring for Toshiba to refund $100.40 to me and would think that they should compensate me in some way for the trouble that they have put me through. This has been a waste of many HOURS my life and also has put me in a financial bind with holding money of mine.

Business

Response:

A TAIS representative has been in contact with the customer on 03/14/2014. TAIS has apologized for any inconvenience. The reversal for the charge was completed on 03/05/2014. The reference number for this credit is [redacted]. The time frame for the reversal to show in the customer‘s account depends on the banking establishment. At this time we consider this matter closed.

Review: I BOTH A COMPUTER FOR MY DAUGTHER MIRACLE COUNTS ON DEC. 24 2013 IT QUIT WORKING ON FEB.20 2014I CALL TOSHIBA ABOUT MY 90 DAY WARRANTY ON FEB.24 2014 THEY TOLD ME MY WARRANTY HAD EXPIRED DUE TO SOMEONE HAD ALREADY REGESTER IT BACK IN NOV.2013.SO I TURNED THE PROBLEM TO A THIRD PARTY [redacted] (AST. MANAGER) ON [redacted] HE TRIED FOR 3 WEEKS TRENT CALLED ME ON MARCH 21 2014 ONLY TO TELL ME THEY COULD DO NOTHING. MY WARRANTY RUN OUT TODAY MARCH 24 2014 I GAVE TOSHIBA ENOUGH TIME TO RESPONE ONLY TO GET NOTHING I PAYED 299.80 FOR THE COMPUTER TOSH [redacted]Desired Settlement: I WOULD LIKE A NEW COMPUTER OR A REFUND

Business

Response:

A TAIS representative was in contact with our customer on 03/10/2014. TAIS has apologized for any inconvenience and informed the customer that they would need to contact the warranty and registration department to correct the warranty date. TAIS has informed the customer that they would need to provide a proof of purchase. Once the customer has the correct warranty date, the customer may contact Customer Relations to see what options are available per their warranty date. At this time we consider this matter closed.

Review: The product was purchased on 3/27/13 and in 1 year it is not working. I spoke with [redacted] and tech support. They will not assist with their product.

I think they should stand by their defective product and replace or repair their productDesired Settlement: Repair or replace the product

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer Television was already out of warranty for two years and TAIS has offered our customer to go to an authorized service provider (ASP) to set up a repair and has advised that they will be the one who will shoulder the repair cost due to expired warranty. At this time we consider this matter closed.

Review: Last Week I contacted on line tech support on toshibadirect.com.I told them that I wanted (recovery Disks that would enable me to restore my computer back to factory settings and in addition reformat the Hidden recovery partitions which are corrupted.) I was told to order the recovery Disks (DVDS) for a total of 39.99 and I would be able to customize the hidden partitions.Today on march 4. 2014 I received a USB drive not recovery disks I ordered and all these do is to overlay s factory system image, without rebuilding the hidden system partitions as I wanted.I contacted [redacted] online and I asked for a RMA or an RA for return since they were the wrong recovery media. Instead of giving me an RA as requested, they gave me the run around and told me to contact Toshiba Acclaim. This is entirely unsatisfactory.Given their track record I would expect this from Toshiba.Desired Settlement: I would like to return the USB Recovery Drive that they sent and a authorization to return (RA) Once they receive the USB Drive back I would like a refund of $39.99 back on my card.Thank you for your attention in this matter.[redacted].

Business

Response:

A TAIS representative was in contact with the customer on 02/26/2014. TAIS has apologized for any inconvenience. The customer has received the recovery media in the form of a USB, via USPS tracking number [redacted]), being as discs are not available for this unit. The recovery media whether disc or USB is a non-refundable charge. At this time we consider this matter closed.

Review: I purchased a Toshiba television in December of 2013 and the television stopped working altogether in September of 2014 which at that time it was still under factory warranty. I contacted Toshiba through the proper channels to begin the repair process. They contacted me to let me know when they would have someone out to repair the television, however they sent me an email explaining they did not have the needed parts but would have them by October 6th. On October 10th after not hearing anything from them I contacted them to check on the status. They informed me that the needed part was on back order and would not be available until at least November 1st. At this point I told them that an entire month without a working television was unacceptable especially since this was a new television to begin with. Toshiba support was unwilling to work with me on getting this broken television repaired or replaced in a timely manner and kept promising to call me back with options or which they never did. Customer service was also unwilling to transfer me to someone who could think on their own and see this was unacceptable and do something to assist, they just kept reading to me out of their customer service "playbook" and would not assist any further. After exhausting all my options I have no other course of action but to file this complaint.Desired Settlement: Since the needed part is not available and there is no firm timetable of when It might be available in order to repair my television, I would request a replacement of equal value and features and then they can wait for their part and repair the television on their own timetable.

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 his case will be forwarded to our order desk department to have his TV replaced TAIS has advised our customer that one of the representative from order desk will call him 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 bought a Toshiba Laptop from [redacted] July 2014. I have always bought Toshiba I felt it was a good product but I will never by another one. I sent the laptop to Toshiba for repair because it is still under the one year manufacture warranty. The problem I was having is that the monitor was going in and out and the two of the three usb ports were not working. Once they got it in repair they said that the usb ports were not under warranty because it looked like someone pushed them to hard. I am the only one that uses my laptop and I have been using usb ports since they came out and I have never had a problem. If two of three of the usb ports are damaged that means it was poorly put together either way the unit is under the one year warranty and Toshiba ill not stand up to their obligations. They told me if I wanted it fixed it would cost me over $400 dollars to repair. They said the monitor was going out because there was a loose wire and they said that they fixed it. I can see a blemish inside on the monitor which tells me it is damaged from the inside and it could go out again. There are no scratches on the monitor but you can see the mark clear as day coming through the monitor.

Product_Or_Service: Toshiba Laptop Repair

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Toshiba to honor their warranty and repair the product that I purchased from them. I bought my last two laptops from Toshiba, my mothers laptop is Toshiba, my 2 sisters have Toshiba lap tops. I m astonished that they are not honoring there warranty.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Based on our findings, our depot repair facility diagnosed the issue of the computer as physical damage which is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services (TRS) 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.The computer is under warranty, they sent me pictures that does not show the type of damage that is stated in their reason for neglecting their responsibility. I think it is a scam because I know that I did not put a usb port in the wrong way and damage the port like they said. It clearly this was a poorly made machine. Then to offer to repair the laptop for over 400 dollars when the whole machine cost less than 300 is appalling. Toshiba needs to step up to the plate and fix the item that they warranted. Do they not care about their customer? This is something that the world needs to know, Toshiba will not honor there customers warranty's!!!!!!!

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative

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

the unit has been diagnosed by our technicians and they found out that the computer

has physical damage which is not covered by the standard limited warranty of

the unit. As stated in the Standard Limited Warranty;

Review: On February 19th, 2014, I purchased a brand new satellite L55A computer from [redacted] Houston.

I took the protective sticker off from around the screen border and removed another protective sticker from the keyboard.

The black coating came off with the sticker, right out of the box!

The computer looks terrible; I paid $650.00.

Now, every time the machine gets hot the paint chips more; the computer's condition is worsening every time I use it.

I believe it is probably a result of using the wrong protective sticker with the wrong plastic or the result of a being stored at the wrong temperature during shipping and/or in their warehouse.

This computer never looked like the display model I thought I had purchased.

I took the computer back to [redacted]; they said it is Toshiba's concern.

I contacted Toshiba and was issued a case # ; [redacted].

I submitted pictures to an escalation officer via email.

I even spoke with their corporate escalation officer, [redacted] id# [redacted].

Today [redacted] explained, after some time, that they would not fix or repair the computer for free; there is a charge/fee to fix their mistake.

The manufacturer's original packaging from the factory ruined the coating of my computer!

I never had the chance to enjoy a new computer.

I believe Toshiba is negligent by using a sticker that can harm their products.

I also believe Toshiba is liable for damage done to their products by using this manufacturing packaging; they put the abrasive sticker on their product and sold it.

Please help me find a resolve to this.

I deserve the computer I paid for!Desired Settlement: A voucher to exchange the damaged computer at [redacted] Houston from Toshiba.

I wish to take the sticker off in the store!

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been informed of our corporate department that any physical or accidental damaged is not covered by the standard limited warranty of the computer and that issue is considered as a physical damaged. At this time we consider this matter closed.

Review: I have had nothing but trouble with this laptop since I purchased it . I have nothing but problems when they try to fix it . I need reliability

Model-Satellite C-75D-A Part-Pscenu-[redacted] Serial Nu.-[redacted] I purchased it I believe the 15th of Jan. 2014 at best buy in Florida todays date 12-17-014 I will now enter all case numbers of problems -- ref. [redacted] ref. [redacted] ref.[redacted] ref. [redacted] ref.[redacted] we are talking hours of down time and the problem is still not fixed . the last date it was worked on was12-14-014 it still is not fixed they also created more problems than the original problem . I am traveling in a foreign country and will not be home till 4-04-2015 , they say they can do no more till I get home to the U.S., which is causing me great problems this is my only means of communications while here and what problem they created has made this matter worse , this computer is working half at best and now Microsoft wants to lock my account because of something Toshiba did , big problem , they also told me it will be off warranty by then like the problem is off them that is why I am writing this now , I also bought a special plan because I have trouble with this Toshiba laptop , all they say now is when I get home they will try to help , that is no help to me now or ease of mind . Thank You. [redacted]Desired Settlement: I feel because of all the problems and inconvenience I am suffering be because of this Toshiba laptop , I should be given a new laptop same as this laptap I am not asking for anything , I think that this is way fair settlement for all of the aggravation I have endured and will endure till I get home .

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer is currently outside the U.S and our customer was advised that we can continue the support when he’s already back in the U.S. 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,[redacted] Attn: [redacted] I sent you a update to day about problems with the Toshiba , tonight at about 7:00 P. M. my time I developed another problem that occurred a couple of weeks ago which is a Green screen on all videos but the volume would work , when I contacted the support , the lady [redacted]. informed me that my premium plan I paid for I have used up , all these problems that have occurred are from the techs at Toshiba working on the problems with this Toshiba , she inferred that it is the way I use my computer I am insulted , she even said the prior tech that worked on the same problem did not fix it correctly this is a night mare , I don't think they want to deal with this anymore and to bad for me , I told her I expect help with this computer till I get home and can resolve these issues and she just quit communicating with me . I don't know what to do at this point . If they ask for more money to work on this computer they are just ripping me off . Or they are through trying to fix these problems , Toshiba needs to be responsible a do the right thing .

I believe Toshiba America is not serious about what their customer support has done to this computer . Just because I am out of the U. S. I am getting lip service from Toshiba , When I do get back to the U. S. I am demanding not a replacement now but a refund for this laptop , If Toshiba was the best as they claim and their support the best as they claim we would not be talking or having this complaint of mine at this time or at all . This has been a big problem that was caused by Toshiba Support which is also located in another country like I am in another country but I am suffering with the consequent of Toshiba Support taking charge of this laptop to fix a minor problem which they turned into a major problem . I have also been told by Microsoft that Toshiba has removed a preinstalled program in this laptop that only can be put back by Toshiba , I believe they are stalling because this goes off warranty the 15th of this month. Thank you [redacted] I do not believe I will ever buy a Toshiba product again or pay extra for their support and will not advise anyone that would ask me about my Toshiba product I will tell them how Toshiba has stood behind their product . ATTENTION [redacted]

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 technical support supervisor and has advised to continue performing the troubleshooting. Unfortunately, our customer has declined this offer, and has advised that he wants a replacement. Our customer needs to work with our Technical support group to address and resolve the problem since the issue is software related; replacement is not part of the Standard Limited Warranty of the computer. 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.

On 1-12-15 while trying to repair problems again the Text Support person [redacted] told me I have used up all my support options with support and I have no more support forth coming , when I tried to tell her the support caused every problem I am having with this laptop and I still have problems with the laptop , she just disconnected the call with me and refused to talk . Toshiba is not offering me text support according to their support text now what is it with Toshiba are they going to fix or replace it , Toshiba needs to clarify what they are going to , all the run around with Toshiba and their support is just wrong . Thank You [redacted] 1-29-015 Please let me know that you received this message Thank You

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 technical support supervisors and has advised that the issue is software related so we offered to continue the support over the phone. Unfortunately, our customer declined this offer, and has advised that he wants replacement. In accordance to the standard limited warranty replacement is not the option for the unit. 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,

*. [redacted]

Consumer

Response:

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

Review: Cannot receive any assistance filing a claim for lost computer.

On Feb 10, 2014 I called Toshiba and agreed to send Toshiba Satellite [redacted] computer serial #[redacted] Model #[redacted] under warranty to the depot for repair. I paid Toshiba for a prepaid shipping box especially designed to house the computer. Tracking number for incoming box [redacted](label indicating the weight of an empty box) When it arrived I packaged the computer, adhered the pre-paid printed label enclosed and took to a local [redacted] and dropped off for delivery to the Toshiba Depot. Tracking number of outgoing pkg [redacted] (also indicating the same weight as the empty box, as it was pre-printed) (PKG weight information will later come into play)I contacted Toshiba as it was taking quite some time, I was never notified they rcvd empty pkg. I spoke with manager [redacted] in Tech support who relayed to me the depot rcvd empty box. There was nothing he could do. I should file a claim with [redacted]. I contacted [redacted] who instructed me to file a claim and provide documentation to support claim. I did so. Claim denied. I was told by both Toshiba and [redacted] that the shipping label indicated the box was empty as the weight reflected on the label was the same both ways (indicating the weight of the original empty box sent by Toshiba)With Toshiba being the "Shipping Customer" according to [redacted] as they are the ones who created the shipment, they have to file the claim. I cannot seem to win for loosing. I cannot get help from anyone. All I want is to be compensated for the computer that was lost either in the care of [redacted] or for all I know the Toshiba Depot. Either way, it is Toshiba that has to deal with [redacted] in order to file a claim since they are the shipping customer, of which I was told they do NOT do! So how am I to be compensated for the computer that was stolen if no one wants to do anything. Please help! I never wanted it to go this far, I tried to resolve the issue with Toshiba directly as well as [redacted] who I will also be filing a complaint against.Desired Settlement: All I want is to be compensated for what I have lost. I want someone to accept responsibility for the task at hand. I want Toshiba to either file the claim with FedEx as they should or compensate me for the computer.

Business

Response:

A TAIS Representative has been in contact with the Customer. TAIS will be replacing the missing laptop with a refurbished unit since the Customer's warranty just expired, customer agreed. If Customer has any questions or concerns they may contact us directly at [redacted] At this time we consider this matter closed.

Review: My laptop has a defective display. Toshiba's repair did not work. I need a replacement laptop or for them to pay for shipping to the repair center.

This is in reference to my ticket number [redacted]. My laptop's serial number is [redacted].

I bought my laptop in 2013 and the warranty expires in July 2014. Soon after purchasing the laptop, I discovered that it had a display issue -- the display is dark to the point that no text is not visible and so it not usable at all. I sent this laptop to Toshiba to be repaired in Oct 2013. Toshiba paid for the shipping.

When the laptop was "repaired" and returned to me, it worked for a short time (1-2 days), but then started having the SAME defective display issue soon again. I did not contact Toshiba right away because I was busy with work and I had purchased another laptop in the meantime that because I needed to get work done and I did not trust the Toshiba's ability to fix the issue in a permanent manner.

When I did contact Toshiba's technical support in Dec 2013, they said the issue would be escalated to a case manager. After a couple of weeks on Jan 2, 2014, I was able to talk to a case manager named [redacted] who was extremely unhelpful and unprofessional.

'[redacted]' point-blank refused to pay for a replacement laptop or for shipping my laptop to Toshiba to be repaired yet again, even though the previous repair job failed, and I was experiencing exactly the same display issue again. [redacted]'s reason was that the repair work was only guaranteed for 30 days, something that I had not been informed about. He refused to transfer me to a superior or to anyone else that I could speak to. He also refused to provide an identification number, last name, or phone number that I could use to lodge a formal complaint.

It doesn't make any sense for me to pay for shipping for a laptop that is under warranty and when the previous repair job failed. I am dumbfounded at the incompetence of Toshiba's repair technicians and case 'managers' like [redacted].

I would like Toshiba to issue me replacement laptop for my lemon or to pay for shipping this lemon back to them to fix.Desired Settlement: I need in order of my preference:

1. Full Refund

2. Replacement laptop

3. Toshiba pay for shipping to the repair center

Business

Response:

A TAIS representative was in contact with our customer on 02/05/2014. TAIS has apologized to the customer for any inconvenience and has informed the customer that shipping and handling is their responsibility as stated in the Standard Limited Warranty in order to receive warranty repairs. The customer has declined the repair because of the shipping fee. TAIS has informed the customer they may contact tech support 24/7 at ###-###-#### if they decide to have a work order set up. At this time we consider this matter closed.

Review: On April 11 2014 I bought a Toshiba Satellite Pro C55t-A computer with windows 8.1 and serial number [redacted] from [redacted]. In June I noticed that sometimes when I stroked the keys the letters did not translate to the screen. By July it was a big problem as I had to keep changing passwords and I got lcked out of my bank account. Because it was still under warranty, They offered t repairit at cost of $30.00 shipping fee. (By the way, I am usng the computer now so you can see how random lettes and spacing are skipped.) In Oct I had to send the computer back again for the same problem at a cost of $30.00 again. It was returned to me on Nov 10 repaired. In Jan I was locked out of my accounts again and called to request a replacement computer as this one needed repair again for the third time within 10 months. They refused the replacement but repared it for free shipping and returned it Feb 24. As you can see the computer is not working ain and my warranty will soon runout. I do not want them to fix it I want it replaced.Desired Settlement: This computer is a lemon and should be replaced with a new warrenty.

Business

Response:

A

Toshiba America Information Systems (TAIS) representative has reviewed our

customer complaint. After doing a research our customer was able to speak to

one of our case managers and has advised that her computer will be send to our

VIP repair facility wherein our Toshiba Engineers will be doing diagnostics and

apply the fix for the unit. Currently the computer is in-transit going to our repair

facility under Fed-Ex tracking number [redacted]. At this time we consider

this matter closed.

Review: I purchased a Toshiba laptop Aug 15, 2013, which carried a product warranty until Aug 15, 2013. On August 11, 2013, I reported that the casing was coming apart and cracking. I noticed this around the end of July but did not report it because I was hospitalized the day after I noticed. On Aug. 11, 2013, when I called the representative had me to examine the laptop. I did as he instructed at which time I discovered that a screw had fallen from the bottom. The company refuses to honor the warranty and repair the computer. I offered to send them photos after it was insinuated that I dropped it to prove that there are no trauma around the area that the screw came out. I have not had this laptop one full year. No screws should be coming out. The fact that the screw came out is what cause the crack any time the top opened. This is not my fault and I feel that if screws can come out on their own then it should have been disclosed to the consumer at the time of purchase. I paid for this product and I deserve for the warranty to be honored.Desired Settlement: I want the case repaired or a replacement. I want the warranty honored.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that the issue is not covered by the standard limited warranty of her computer due to physical damage. Our customer can contact Toshiba repair services to schedule a repair at ###-###-####, at this time we consider this matter closed.

Review: Laptop I purchased has a defective DVD player...from first attempt did not work? (It was 45-days before I tried, first time). TOSHIBA acknowledges the hardware defect, but denied my request for product replacement, offering only attempt to repair, with transportation for repair at my expense. I refused, explaining the defect existed "out of box" and it was unfair to ask me to be without a computer for weeks and pay shipping costs for repair on a computer that was defective when purchased. They were unfairly applying a warranty phrase "in its sole discretion" to provide only a repair remedy for a new product defect, and totally disregarding the term "replace the product" in the warranty. I find this attitude and settlement position totally unsatisfactory!!!Desired Settlement: TOSHIBA ship me a replacement laptop, with paid return shipping label for me to return the defective laptop upon receipt if the replacement (under TOSHIBA own 10-day return policy).

Business

Response:

A Toshiba America Information Systems (TAIS)

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

customer was able to speak to one of our case managers and has advised that the

computer need to send to our depot repair facility to diagnose the unit physically.

However our customer declined that option. Our representatives explained the

coverage of the standard limited warranty of the computer and the entitlements

sending it to our depot repair facility to have it repaired. 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 have made it clear to everyone involved in my complaint to the manufacturer's customer service center that sending my "out of box" defective product back for repair and loss of use for that period of time.... is totally unacceptable! Their own remote analysis concluded the defect existed. The defective component is independent of all basic computer functions and allows me basic continued product use without interruption if only they would ship me a replacement item with return shipping label for return if the defective item. Since this defect obviously existed at time if purchase and is fully covered by warranty why should I be denied product use for an extended/undetermined time as a result of a manufacturer's off the shelf defective product? This manufacture's application if its own product warranty (in my case) renders it practically useless! I respectfully request my remedy and resolution be honored in full. In the past decade I've had a total of seven of this manufactures' products in my home. Must this end?

Regards,

Review: The website is missing all technical specifications regarding any "x-proof" features. Which 32GB (or smaller) Secure Digital card by your company can withstand the harshest conditions? Water proof (for how long, which depth, and in salt or fresh water?), Depth Rating (IEC?), Dust-proof (IEC?),Temperature proof (which range), Shock proof (how many meters? how many Gs?), vibration proof, X-ray proof (ISO?), UV resistant (ISO?) Magnet Proof (at which Gauss magnetic field and duration), Impact proof, anti-static (IEC?). Anything else? And according to which objective 3rd party standards? I am looking for a Secure Digital card that I can use for a vehicle dash cam.Desired Settlement: Therefore, I am looking for the toughest one available. Please answer the question and update your website with this info.

Business

Response:

A Toshiba Direct Information System (TAIS) representative has reviewed our customer complaint.

Review: I BY THE LAPTOP COMPUTER ON JULY 2013 NOVEMBER 2013 I HAVE THE FIRST PROBLEM I CALL THE MANUFACTURED AND WITH OUT CHARGING THEY FIX THE PROBLEM NO SHIPPING CHARGING THENON APRIL 5 I HAVE PROBLEM AGENT I CALL BEFORE THE WARRANTY EXPIRE I HAVE TO PAY THE SHIPPING TO FIX THE PROBLEM FOR EXCUSE THE WARRANTY NO COVER THIS CAN OF PROBLEM THE PHONE HOW I CALL IS [redacted] I BELIEVE THEY POUT PRODUCT IN THE MARKET WITH PROBLEM SO THEY MADE MONEY WITH THE SERVICESDesired Settlement: REPLACEMENT OR REFUND

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer, TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send a free box with pre-paid shipping so our customer can send the laptop in for repair. However, our customer declined the offer. TAIS has informed our customer that a repair at our repair facilities is the only available option at this time. If the customer decides to reconsider or has any questions or concern they may contact us at [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 CALL ME AN OFFER ME TO FIX THE PROBLEM I ASK FOR REPLACES BECAUSE IN 10 MOTHS THE COMPUTER HAS 2 PROBLEMS AFTER 2 MONTHS THE WARRANTY EXPIRED IF I HAVE A PROBLEM WHAT I HAVE TO DO THROW $400.00 IN THE GARBAGE

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 offered to send a free box with pre-paid shipping so our customer can send the laptop in for repair and as per the standard limited warranty of the computer. However, our customer declined the offer. TAIS has informed our customer that a repair at our repair facilities is the only available option at this time. If the customer decides to reconsider or has any questions or concern they may contact us at [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.

From: [redacted]

Date: Thu, May 1, 2014 at 9:52 PM

Subject: Re: You have a new message from the Revdex.com

To: [redacted]

I AM NOT SATISFACTION WITH TOSHIBA DECISION MAKING .BUT LET TOSHIBA TO SENT ME A FREE BOX WITH PRE-PAID SHIPPING TO FIX THE LAPTOP.

Review: Toshiba is not honoring their advertised $50 discount on the Chromebook 2.

On 11/28/14, Toshiba, on their web site, started advertising their Chromebook 2 for "$50 off+free case+free shipping" . The list price is $329, with the discount the price was $279. On 11/29/14, Toshiba still carried the same offer all day. My wife tried to order one for me for Christmas but each time she tried it came up as $329 in the shopping cart. When she told me, after several attempts, I went on line to chat with the Toshiba agent. I was told that the offer had reached it's limit on 11/28/14. When I asked why they were still advertising the discount, they simply said "they were working on it". When I said I was going to report it to the Revdex.com and FTC they said go ahead, its already reported and then said if I still wanted one I should buy it at the retail list price. I just checked and it's the offer is still on line!Desired Settlement: At the minimum, I expect them to at least honor their advertisement!

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted by the Customer Experience Manager of Toshiba Direct and has provided an option to continue placing his order for that specific unit. Our customer agreed and accepted the offer. At this time we consider this matter closed.