Toshiba America Information Systems Inc

Review: The LCD panel on this $650 TV cracked without any physical contact ad without suffering any type of damage. We contacted Toshiba who stated that since there was no exterior damage the TV would be repaired under warranty. We waited a week to finally be contacted by an "authorized toshiba repair center". When we finally received contact, the repair center told us that they would not repair our TV because toshiba would not pay them for cracked LCD panels, whether there was damage to the exterior or not. The repair center advised me that this TV is so fragile that it can be damaged by simply placing on the wall mount it is designed to mount to, or even by simply touching the screen accidentally when powering the device on or plugging components into it. Never at any time before, during or after the purchase of this TV were we advised of the extremely fragile nature of it but we are now told that because this TV is prone to breakage by the nature of the design itself, that our TV will not be repaired under warranty even though we did absolutely nothing to damage the TV. So we are stuck with a defective $650 television, which we are scared to even move to dust under for fear of breaking it even further. Nothing this fragile should be sold for home entertainment, and anything that is so fragile it will break just standing there on it's own should be labeled as such. We have 1 other flat panel TV, 2 flat panel monitors and 2 laptops with flat screens all of which can withstand some level of punishment and not be damaged in the process. THIS Toshiba TV took no punishment at all, instead was handled with delicate care and yet still broke on its own and we are to be expected to simply be stuck with it, Un acceptable.Desired Settlement: We desire a refund of the full purchase price of the television

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 (meaning not intended damage) is not covered under the Standard Limited Warranty (SLW). Our customer was also told by one of the Authorized Service Providers (ASP) that they will not continue the repair since there’s a crack on the back of the screen. If our customer wishes to continue the repair, they will need to shoulder the cost since the issue is not part and covered by the Standard Limited Warranty (SLW). At this time we consider this matter closed.

Review: I purchased a Toshiba laptop computer in mid December, 2013 for approximately $550 on sale. In Mid February, 2014 the 2 USB ports on the right side of the laptop quit working. I called Toshiba they had me try several things to fix and this did not work and then they had me do a hard factory reboot - which also didn't work. I spent 2 plus hours on the phone also trying to fix that. Approximately 2 weeks later the battery on the laptop quit working as well - Toshiba has horrible customer service I called back and they wanted me to try everything I had done already - I wasn't going to do this. My local retail store tried to help me and I finally agreed to send in the laptop but not until May 1st as my daughter has a very important project that she needs the laptop for and we couldnt' be without it. Approximately 2 weeks after this the computer started not turning on - it now takes several attempts to get the computer to turn on and it will just have a black screen. I again have called Toshiba and they will not send us a new computer they only thing they say is send it in. My local retail store also tried to call as they agree that we should have a new laptop. Toshiba will not even talk to the store. I am extremely unahppy with Toshiba and I feel that a computer that starts not working and have many problems after 2 weeks should be fully replaced and not sent in, etc. I have gotten nowhere with Toshiba and spent now several hours on the phone to get nothing accomplished.Desired Settlement: I feel that Toshiba should either send us a brand new laptop or in the alternative give us a full refund of the cost of the computer. This is totally ridiculous that a computer at 2 months old starts malfunctioning and a person should send it in, be without a computer and then only get it fixed so it can malfunction again.

Business

Response:

A TAIS representative has been in contact with our customer. TAIS has offered to expedite our customers repair as well as pay for the shipping and packging of the product. Unfortunately, our customer has declined this offer, and has advised that she will only send it in if we issue her a loaner computer. TAIS has advised our customer that we do not issue loaner computers, and that the manufacturers warranty does not cover loaner computers. 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.

Regards,

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 submitted the complaint Revdex.com in regards to consumer complaint #[redacted] and this is an update to the complaint - I was unable to find a way to update from my original complaint. Toshiba contacted me on 4-7-14 and 4-8-14 - both times I was told the same information that I was given when I called them. They will not do anything to help me unless I send in our laptop and they evaluate it. They are unwilling to replace or refund the laptop or to send one to use in the event that we would send in our laptop. They do not look at each case seperately - they do one thing and one thing only. They are not very customer service friendly or accomodating. I again was unable to talk to a supervisor and was told that they do not take phone calls or help with issues. The laptop now also the "print screen" button will not work on it. I have told every person we talked with at Toshiba that the laptop has something else go wrong on a day to day basis. They will not even send out a new battery to replace the one that won't work without the laptop being sent in. I feel that because the laptop was 2 months old when we first started having problems that they should either fully replace it with a brand new one or offer us a full refund or the store a full refund to replace it.

Refund/Replacement is acceptable. They are not willing to work with anyone at Toshiba. They keep repeating the same thing over and over even when I have told them numerous times that isn't an acceptable method of dealing with the problem. Life isn't cut and dried or black and white. Each case has to be evaluated individually and dealt with accordingly!

Regards,

Business

Response:

TAIS already provided option for our customer to have the laptop repaired as much as possible; unfortunately, our customer has declined this offer. At this time we consider this matter closed.

Review: My laptop presents problems with the touchpad. The problems persist even after sending the computer to Toshiba's Depot twice for repairs.

In Aug. 2013 I bought a Toshiba Touchsreen Laptop on Amazon for $489.99 (Serial number: [redacted]). Out of the box, the computer presented some problems with the touchpad. The touchpad tends to become unresponsive, and the mouse moves erratically. I reported this almost immediately to Toshiba, and unfortunately it was hard to to get past the basic troubleshooting procedure (they were trying to sell me some additional services in order to have the computer repaired). After having to factory reset my computer twice per request of Toshiba's technicians, and not getting any real solutions, I gave up and decided to buy an external mouse to get around the issue.

In Feb. 2014 I decided to give it another shot at getting the problem fixed, and after a couple of hours on the phone I was able to get Toshiba to agree to take the computer in for repairs at their Depot Repair Center (DRC). I had to cover the shipping costs of sending the computer, even though I was sending it due to some out-of-the-box defects. At the DRC they were able to replicate the issue and confirm the reported problem and they replaced the entire touchpad panel. Unfortunately, a week after receiving the computer, I was again dealing with the same issues.

After another round of calls I was able get a second authorization to send my computer to the repair center. I got the authorization on April 18th (CN: 20140418387016). I expressed my discontent with the fact that the computer was not properly fixed the first time around, and I was assured that now they would do it right. Moreover, they said that if it didn't work that time around, we would be able to explore other options.

The computer arrived yesterday (June 19th), and as soon as I started using it I noticed three things: 1) there is still a problem with the touchpad, 2) the screen image seems to have degraded and has a few dead pixels (they were not dead went I sent the computer to them) and 4) the keyboard is responsive, but I now have to press extra hard on the "f" key for it to register the key stroke. In summary, they haven't still fixed the original problem and have managed to introduce new ones.

Once again I called customer service today (CN: [redacted]), and I was offered to have my computer checked at the DRC. I mentioned that I didn't see this as a viable solution and was offered to talk to a supervisor, [redacted]. Mr. [redacted] looked at my case for about 15-20 mins and offered me two solutions: 1) send the computer to the DRC for the 3rd time or 2) send it to the VIP repair center for free. According to him the VIP center has better technicians and can offer a better quality repair. I told Mr. [redacted] that this didn't make sense to me because I felt that a client shouldn't have to send a computer 3 times to have access to a "better quality technician". He also said that they might not be able to do anything about the dead pixel issue. I told him that I couldn't accept any of these "two" options, and that given that I have received a defective computer out of the box that I should get a replacement unit.

Mr. [redacted] insisted that there wasn't anything that he could do and that he was the highest level of escalation. After further insisting on my part, he gave me the number 949-583-3000 and told me that I could leave a voice message there but that he could not assure me when I would get an answer back. Towards the end of the conversation I kept asking about an alternative solution, and he told me that the previous two solutions were the only ones available. Moreover, at one point he textually said, "It is the best solution for me". I understand that these were not the words he intended to use, but I do believe that those words do reflect the way Toshiba is managing the issue: they are choosing only what it is best for them, regardless ofDesired Settlement: I want my computer to be replaced with a non-defective unit. Furthermore, I would like to comment that the problem seems to be correlated with a memory usage of more than 63% of the total available RAM. Nonetheless, there is just a correlation and not a causation effect because I have experienced the problem with the touchpad with a low memory usage (lower than 30% of total available RAM). The problem with my computer could be the result of an isolated issue with this particular unit. Nonetheles

Business

Response:

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

Review: Purchased a Toshiba [redacted] laptop on 1/10/12 for $900. Purchased a replacement battery on 1/21/13 for $154 because Toshiba stated the battery needed replacement as did the computer updates. This was not the case. Upon brining the laptop for service at [redacted] I was told that the laptop does not turn on because the mother board needs to be replaced. This will cost the same as a new laptop. This product is faulty in that a 2 year old laptop should not need its board replaced. Toshiba refuses to back up their product even though at the time of sale they highly rated this laptop.Desired Settlement: I would like Toshiba to repair the laptop.

Business

Response:

A TAIS representative was in contact with our customer on 01/24/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 01/09/2013. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

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: paid $480.00 to have a new mother board installed in my computer. lasted 4 months. customer service will not help me.they want me to pay another $480.00. reference # [redacted]Desired Settlement: all I deserve is a FREE repair

Business

Response:

A TAIS representative was in contact with our customer on 12/26/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 04/23/2011. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

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 our customer on 12/26/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 04/23/2011. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. Tech support did offer to provide the Out Of Warranty phone number ###-###-#### for Out Of Warranty repairs with the customer declining. At this time we consider this matter closed.

Review: I purchased in February of this year a Toshiba Satellite P875-S7102 Laptop computer from BestBuy. We also purchased with this Laptop a accidental damage protection plan. about three weeks ago we contacted Toshiba about the problem we were having with the laptop getting over heated. They sent out a service technician to fix it. When the technician left, the laptop had been damaged by the service technician. We called the Toshiba warranty company and they sent out more parts than was originally wrong with it and the same technician came today to fix it. However, the technician could not fix it and the laptop is in worse condition than when he began working on it. When we contacted Toshiba, we were told that there was nothing they could or would do about it. It was the responsibility of the warranty company to deal with it.My wife and I use this laptop in our small business, Heavenly Computers. It is our accounting and Billing laptop. The serial number for my laptop is [redacted]. The laptop is registered under [redacted] and [redacted]. The Case number 1[redacted]24.Product_Or_Service: Toshiba SatelliteOrder_Number: NoneAccount_Number: NoneDesired Settlement: DesiredSettlementID: ReplacementThe only resolution I will accept for this is a complete replacement of the Laptop by Toshiba. It must be the exact same make and model of this Laptop. I will not accept a refurbished Laptop to replace this one.

Business

Response:

A TAIS representative was in contact with our customer on 12/04/213. TAIS has apologized for any inconvenience and has offered to provide the customer with a replacement unit. The customer has declined at this time. TAIS has informed the customer if the decision should change they may contact us directly at ###-###-#### no later than Jan. 31, 2014. At this time we consider this matter closed.

Review: A Toshiba Laptop purchased in July of 2014 has already been sent back to Toshiba for repair 2 times. The same issue is occurring again.

I am filing a complaint with the Revdex.com against Toshiba North America. The issue of contention is the inability of Toshiba to fix or replace a laptop which was purchased on July 16, 2014 via ToshibaDirect.com.

I run a small office in both Los Angeles and London and we rely upon our laptops to be connected to our business around the world. As stated above, on July 16, 2014 we purchased a Toshiba Laptop for the LA Office. It is a Satellite C50 model with serial number [redacted]. As early as August 7, 2014 we had to send it back to the Toshiba Repair Facility because the laptop would automatically switch into sleep, and stand-by-mode while the user was working mid-program (Microsoft word, outlook, excel, etc) without the user instructing it to do so. Then, while it was hibernating, it would be unresponsive to tapping any of the keys or even pushing the power button. The issue was deemed a hard-drive failure, issued an Order Number of TC- [redacted] and sent to the Repair Facility on August 7th and received on August 13th. By August 14th, 2014, Toshiba claimed the unit was repaired and shipped it back to us. It was received a few days later, and we had to pay an IT professional to come to the home office to reinstall all of our programs including Microsoft Office, as well as reconnect the laptop with the printer and our online servers.

Three months later, we have to contact Toshiba Customer Service on November 11, 2014 because once again, the same computer slips into sleep and stand-by-modes without the user instructing it to do so. Due to the machine not being more than 5 months old, and also due to the fact that we had already once shipped it to their Repair Facility which was unable to solve the problem, we request a new computer to be issued. Toshiba refuses. Instead they only offer for us to once again ship the laptop to their Repair Facility. So it is issued Order Number: TC-[redacted] and shipped by us and received at their Repair Facility in Milpitas, CA on Nov 18th. The laptop is processed quickly and sent back to us prior to Thanksgiving. Once again, we have to pay for an IT professional to come to the home office to reinstall all of our programs including Microsoft Office, as well as reconnect with the printer and online servers.

Now we come to January 2015. The same laptop with serial number [redacted] is once again slipping automatically into sleep and stand-by-modes. On January 13, 2015 we once again called Toshiba Customer Service and complained, asking again for a new computer that will work reliably, to be shipped out as this unit has already been to their Repair Facilities twice and the repair has failed both times. The Customer Service Supervisor says she can't send us a new computer, but rather offers us a VIP Repair option wherein the computer will be shipped to the Toshiba Engineers at a different location in California. Because we have no other option, we say yes. The newest Case Number is: [redacted].

Now, due to the numerous hours I and my colleague have spent on the phone with Toshiba Customer Support, the business days lost in shipping the computer to the Repair Facilities, waiting for the Repair, and waiting for the computer to be shipped back to my office, as well as the time and financial expense of repeatedly hiring an IT professional to reconnect the laptop to our servers and download our programs, as well as the fact that Toshiba Repair has already made two attempts at this machine and failed and refuse to acknowledge they have provided us with a shoddy piece of equipment that should be replaced, I am submitting this claim to the Revdex.com in hopes that a satisfactory resolution will be obtained.Desired Settlement: We would like to receive a new reliable laptop running Windows 7 that will not have to be sent back to the Toshiba Repair Facilities within two to three months. Additionally, we would like to receive a copy of Microsoft Office 7 to replace the one purchased for and reinstalled numerous times on the laptop that doesn't work. We are requesting the copy of Microsoft Office 7 due to the potential concern of our copy no longer working as the software verification key has been entered on the unrelia

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. 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’ve purchased many Toshiba products over the years because the brand name made me feel a since of trust and customer confidence in quality however a recent issue with one of the products has me deeply concerned about future endeavors.

After two years of saving and reading about TV’s I purchased for $800 dollars 46in LCD TV Model # 46L5200U while stationed in Hawaii, also purchased the extended warranty from [redacted] to extend the warranty up to 2 years. The TV is currently 2.5 years old; it plays sound but “no picture!” I called the company twice for assistance; they said it was a defective part in the TV which caused the backlight to go out. Also, they said it was outside the warranty and the cost to repair would not be worth it.

I find it unacceptable that a $800 dollar investment becomes a total loss after 2.5 years due to a defective part. I.A.W. the customer service chat assistant they said a LCD should last “up to 8 years depending on usage” With that said, I would have been satisfied with 5 years however I didn't get 1/3 of what was expected from this purchase.

Furthermore, after Google research it appears several customers have the same back light issue with this model. There’s also a thread on the Toshiba website complaining about the back light issue.

I would hope the company will find a favorable action to help me mitigate the loss by replace or repair the defective part at no cost because it does not meet the company standard for LCD’s. The case number is: [redacted]

In closure I have additional information upon request.Desired Settlement: Replace, Repair, at no expense due to defective part.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their television has already expired on 04/30/13. And as per the Standard Limited Warranty our customer has a 1 year limited period. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Review: poor service attiude refused to get me a supervisor

since last spring i've been trying to get my laptops screen repaired I followed the link in email they sent me to repair depot it gave me two options I could go to a store buy a box and ship my device to them but if any damage occurred during that shipping it wouldn't be covered. or I could pay 25.00$ and they would send me a box with shipping material and a shipping label and it would be covered. I selected to have them send me the shipping supplies I input my credit card info once I hit submit it said you should receive a box in 5 to 7 days I waited an additional 3 days since it was a weekend before I called back that rep said you should receive box on Wednesday that day came and went and came and went. I tried to call again and had trouble understanding the rep. I call today to see why they hadn't responded to my request and to see why they never mailed box and the rep had the worst attitude and tried to tell me I never completed my forms so when I asked him why they said my box was on way the first couple times I called he didn't have an answer then told me id have to repair the laptop myself when I asked for a supervisor he refused to put one on the phone I told him you guys made an error on your end more then once and your not making it right I shouldn't have to pay out of pocket I spent 400 on the unit used it maybe three times how is that fair I want a supervisor because your obviously not understanding me he said I refuse to transfer your call any further then my self. I asked again and again he refused I said you may have my case now I want to speak with your boss im quite sure you have a boss and or a supervisor he refused and would only give me his first name so I hung up and decided id report them to you. his first name is [redacted]Desired Settlement: I just want a laptop that has a good screen like they promised. right now it just sits on shelf collecting dust since I cant use it because of the screen issues

Business

Response:

A TAIS representative was in contact with our customer on 02/27/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 11/19/2013. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. Toshiba warrants that the Toshiba branded product you purchased is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase. 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.

Consumer

Response:

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

they never mailed me the material I needed to mail them the faulty equipment ten months ago their miss communication with in their company and with me when I reached out isn't my fault iv been waiting for these item to mail them their things for repair and their only solution to me now is oh warranty expired in November my initial complaint was done march or April of 2013. since then ive had no laptop I paid 400 dollars for this p.c so I could do school work not for it to st on desk as a paper weight I should not have to come out of pocket any more for this company because they screwed up and lost my order information. if they couldn't see that I ordered shipping materials from them then they shouldn't of said oh you will get it by Wednesday after the initial ten days they stated it would take for me to get things passed. im very appalled by this company ad will never recommend nor use any of thier products from here on out ill rid my home of any Toshiba items. ]

Regards,

Review: I purchased a Toshiba Satelite laptop. The laptop's keyboard and touchpad come from Elan Microelectronics a Toshiba partner. Their partner releases Keyboard/touchpad driver updates on occasion via the standard Windows Update. When installed, it renders the Keyboard and Mousepad on many laptops including Toshiba useless. For service, I deal with Toshiba since it is their laptop. They told me they are getting a ton of calls on this but you have to sign up for their Laptop software service plan in order to fix the problem. I needed the laptop fixed and according to Toshiba, I should have them take care of it since it was a very difficult problem that they uncovered and they know how to fix it properly. It sounded as if I really didn't have a choice. The fix was a small change to the Windows Registry. They told me reinstalling the driver would not fix the problem, it is a very complicated fix. They also claim this is not their issue since it is a 3rd party. But, they are partners with that 3rd party. I wonder how much money they made on this convenient partner problem since they told me they were getting tons of calls about this. They should have provided instructions for the fix so we could decide for ourselves how we wanted to get this issue resolved. This seems very suspicious and convenient for Toshiba to take advantage of their customers due to an error with their partner when my only retribution is I am told that Toshiba is the only one that can fix this properly. Looking at this in different words. I buy a Toshiba product and have to go to Toshiba to get an issue fixed (according to what I was told by their sales people). The something I have to get fixed was caused by their partner that makes this product as part of their Laptop and they blame the issue on a 3rd party and take no responsibility, but they surely can benefit from it. Toshiba conveniently makes a lot of money from the consumer. Lucky for them. This seems highly unethical.Desired Settlement: Nothing more than a credit since I feel this was highly unethical.

Consumer

Response:

To Whom this may concern,

Review: I sent my computer to Toshiba in the shipping box they provided, it arrived at the "No Warranty Technical Dept". At the time the computer was 5mo. old and still under their warranty. The tech contacted me with the diagnostic results and a quote for repairs that exceeded $1100. he chuckled as he said it, I suppose its because the computer new costs $520.. I inquired about the warranty and what it covers and he advised me this was the "No Warranty Dept" and he had no knowledge of warranties. I of course rejected their quote for repair and gave them $131. to have my broken computer returned to me. I had agreed to this diagnostic charge in advance. When I received the computer it included nothing of the diagnostic results or the ridiculous quote, not even a receipt for the $131. During the time Toshiba was in possession of my computer I tried to contact a human being to rectify the warranty problem as well as the ridiculous repair quote to n avail. It seems you only speak with a person in the Sales or Technical Depts. Finally on 10/20/2014 a gal answered one of the Corporate Office numbers I called and she assured me I would be contacted within 24 hours. That never happened either and being I don't have long distance service I didn't want to waste any more money with Toshiba on nothing. I am truly disgusted with the lack of customer service and the inability to speak with a human at Toshiba. The tech's don't actually work for Toshiba they are contracted out. They won't even admit there is a warranty so how can they stand by it? My computer is a Toshiba Satellite L50. 15.6"Desired Settlement: I really don't want to deal with the Toshiba Corporation ever again nor am I willing to ship them my computer, so repair or replacement is not acceptable. I would like a detailed explanation of the diagnostic results and why repairing it costs more than twice as much as the new product. I would like this in writing so that I can take further legal action. If they are willing to refund my purchase of the Satellite L50. I can purchase a new computer from a company who stands by their product.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representative and they found out that our customer was dealing with Toshiba Repair Services ([redacted]) which is a 3rd party company TAIS has no ability to access, manage, or modify their system. If the customer has any questions or concern they may contact our Technical Support Department at ###-###-####. At this time we consider this matter closed.

Review: The computer I purchased on 1/26/2015 invoice # [redacted] was defective and they are unwilling to give me an address to send defective computer back. I am requesting a full refund in the amount of 1875.36. I have emailed and called numerous times but no resolution has been determined.Desired Settlement: Full refund of 1875.36

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 advised our customer that the refund is not the option, however TAIS has offered to perform troubleshooting over the phone. Our customer agreed and accepted the offer. TAIS has performed troubleshooting, diagnosed the issue and downloaded some driver to determine the issue of the unit. TAIS has advised our customer that in any case they experience the same issue the unit will be send to our repair facility to check it physically in accordance to the standard limited warranty of the unit. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Review: I have a Toshiba laptop. The product is under warranty. I was having problems with the device. I called Toshiba Support. The lady I talked to ([redacted]) had me remotely connect her to my PC. After about an hour a person named [redacted] joined the session. After another hour they abruptly ended the session. When I called back, the individual that answered said they were closing for the night, and that I should call the next day. When I called the next day, Toshiba said they have no record of my conversation. My problem still remains unsolved.Desired Settlement: Refund for the device I purchased, and for the money I paid for expert support (about $500 total)

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 04/16/2014, 04/17/204 and 04/18/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at 949-461-4321. At this time we consider this matter closed until we hear back from the customer.

Review: I purchased a Toshiba Chromebook on June 8,2014. The product is not working. Toshiba said via a phone conversation my warranty is no good because I mentioned the case is separating. I contend that the case separating is part of their defective product. I'm was given a case number for warranty repair. [redacted]. This number was with drawn by Toshiba. Can Toshiba negate their obligations to repair a product by producing defective cases that separate from normal wear and tear?Desired Settlement: Honor their warranty and also fix defective case.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will continue the repair and this time we will send her computer to our Toshiba Engineers. TAIS has advised our customer that she will receive a free box that she can use to send the computer to our Toshiba Engineer repair facility. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Review: My toshiba computer (approx $4-500) is a year and a half old and no longer functions. The repairmen that I took it to told me that it simply is failing - something that they see quite often. A woman next to me was actually bringing in the same computer for the same concern. I was informed that they have seen computers fail in 6 months and are amazed that it lasted that long. My previous toshiba computer lasted 6+ years and I was told that although this company use to be a quality company, they no longer are. I use this for business purposes and it was gently used. When I called toshiba to inquire, I was given the run around. When I asked for quality standards, I was told they do not have any. I asked what compensation I could be provided, as (even if all their other machines are quality, which is opposed to what I've heard from professionals), this was obviously a defective piece of machinery. I was told that a year and a half is an acceptable time for their computers and that they would not accept that they had made one bad computer. I was given the corporate number and left a message with the promise that I would be called back within one business day. It has been about a week. I have attempted to call back but their system no longer transfers me to the operator, it simply rings (your call will be answered soon) for (1st attempt) 11 mins, (2nd attempt) 20 mins, and (3rd attempt) 21 mins. This company is not willing to (1) admit they made a faulty piece of machinery (2) speak to a customer without giving them the run around, and (3) return customer service calls.Desired Settlement: I would accept a partial refund for my computer, as one generally expects a $4-500 purchase will last an acceptable amount of time when taken care of. I do not think it appropriate that this company is not willing to accept that they have made one (or possibly many many more) faulty product and correct their mistake.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representative and discussed about the issue of her computer. Our customer has provided a onetime repair even though her unit is already out of warranty, the customer’s unit will send out to our repair facility (Tri-Star) to diagnose and check the issue. At this time we consider this matter closed.

Review: I purchased a laptop and it had technical issues such as freezing, slow and the mouse-pad was not functioning properly.

I contacted Toshiba for customer support and ended up with technical support team. That was back in July. The experience was horrible, very very long wait time and so little help. the rep was so rude and wasn't working at all with me. I couldn't talk to a supervisor... and after long long wait, we agreed they call me back..... NEVER HAPPENED!

long story short, I called to complain about this bad service and requested to return the laptop for refund, or to be replaced. I didn't want to repair it. The reason is, I bought this laptop for top dollar, and right out of the box, it had issues, so if I send it for repair and parts replacement, it would be like paying top dollars for a refurbished laptop.... it is not fair and I deserve to have a brand new laptop which I paid for.

the biggest problem was the structure of Toshiba teams... between customer support, technical support and customer relations and supervisors etc...... its such an inefficient system... I spoke with at least 5 supervisors hoping to work with me, and they all said, and did and functioned the same as the rep that took my call. it is a joke.. many employees, different titles, and they all have the same script and no supervisor had a decision making power or authority to go above and beyond to satisfy a loyal customer that purchased many laptops from them over the last decade. I am not sure why are they called supervisors if they can't do anything different than the regular rep that takes the call. there is no active customer service, it is more like robots with recorded scripts and they all don't care.... kind of... this is what it is, take it or leave it.

Some of the people involved were [redacted] (a case manager) [redacted] (in technical support) and [redacted] in customer relation (which told me that she is the last point of escalation.

Bad Management, Customer Service., Laptop and ExperienceDesired Settlement: I would expect a "manager" to contact me... not another scripted robot called a manager.. a real manager and a decision maker. I expect an apology, an update for their policies so this is not happening with other (or with me in the future).

And I expect a fair resolution.. either take the bad laptop and give me my money back, or replace it with a similar or better brand new laptop.

If they gonna fix it, they should discount it to the refurbished laptop price (which I would have not bought int he first place).

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been assisted by one of our senior case managers and has advised that the refund for his computer is not the option and our customer has offered a free shipping as a onetime courtesy and process Depot repair order so our customer’s computer will be send to our depot repair facility to have it fixed. At this time we consider this matter closed.

Review: I purchased a laptop through Toshiba's official website a month ago. I was having trouble with my Wi-Fi connection, as it was dropping my connection every 5 minutes whenever I was using this new computer. On July 24th I contacted Toshiba to find out what the issue was and have it fixed. I was told the issue was with their Wi-Fi card that would only accept a configuration of 54Mbps coming from my router. I was told that this was a software issue, not a hardware one, and that I would have to pay $159.95 to have software coverage for a year. They made me agree to the software coverage contract saying that it is a software issue before they did anything, so you don't know if it really is a software issue until the end of the call. It they would have just told me that their card only accepts 54Mbps coming from the router, I would have changed the config on my router myself, but they make you agree to the software coverage before they even give you a diagnose.

What solved the problem was changing 2 parameters in my router configuration. There was clearly no issue with my software, nothing else needed to be installed or patched. It was a hardware issue rather, since it was their Wi-Fi card that is only valid with routers configured at 54Mbps. My software did not need to be changed, it was essentially a Wi-Fi card issue.Desired Settlement: Toshiba should be fair and refund the money back to my card, since this issue clearly had nothing to do with my software.

Business

Response:

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

Review: I purchased Toshiba Satellite P75-A7200 last year, still under warranty. Recently, it refused to boot. I send it to the repair depot - they ended up replacing the mother board and keyboard. The original configuration had 4 Memory slots (2 on the keyboard side & 2 in the service bay in the bottom). 2 slots on the Keyboard side were occupied (4+4GB), 2 bottom slots were empty for me to upgrade. I had purchased this laptop for this specific configuration so that I could expand the system memory.

Upon inspecting the returned laptop, I noticed that the the default 8GB RAM is now in the service bay, in the two empty slots meant for end user expansion, in the bottom. I have been working with Toshiba support for the past week to have them swap the memory to the keyboard side, leave the service bay slots open, as it was in the original/New Laptop that I had purchased, so that I can add additional RAM. The key board side slots are not accessible to the consumer, it requires complete disassembly of the laptop and void the remainder of the warranty. Moreover, I am not capable of performing such a technical task.

Two things happened: 1. new board has only two slots 2. they have accidentally install it in the service bay slots, making it impossible for the consumer to upgrade the RAM.

In either case they have point blank told me that they CANNOT do anything about it. And I need to take this up with an independent repair facility and foot the bill my self.

Basically, I am left with a Laptop with lower specification after the warranty repair. I originally purchased because of its Total Memory capacity of 32GB. Now, after the repair I can only expand it to 16GB.Desired Settlement: I have been requesting for them to return the product to its original configuration, with regards to the RAM location, as the issue is the result of an oversight or error on part of the Toshiba Service team. I would like Toshiba to service the Laptop to swap the incorrectly placed default system RAM to the keyboard side, and leaving the Service Bay slots open so that I can upgrade the RAM as desired, which is the original configuration.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will reauthorize a rework and provide him a free box so he can send his computer back to our depot repair facility so the issue will be fixed. If the customer has any questions or concern they may contact us AT ###-###-####, at this time we consider this matter closed.

Review: I ordered a custom laptop. When it arrived, it was damaged -- not in transit, it was damaged *before* transit -- I know this because the box had no damage whatsoever. I contacted the company and requested a free return, no argument was given and I was sent a return authorization and a link to a prepaid label. I printed out the label, called FedEx to pick it up, they came at the wrong time, so I called again, they picked it up. A few days later, I got a partial refund, minus $12.08. I was told I'd get a full refund -- both for the laptop and the extended warranty I purchased.

After chatting online with a customer service representative, [redacted], I was told that I wouldn't get a full refund because they started the warranty before I received the item so it would be considered damaged under the warranty, thus taking away part of the refund. This isn't only unreasonable, but it goes against what I was told previously.

For reference, my account number is: [redacted], and my return authorization number is: [redacted].Desired Settlement: I want a refund of the $12.08 and a sincere apology for this insane inconvenience. I have spent hours chatting with customer service representatives -- both before and after ordering. I've had to hassle with the return, and now a hassle with a refund, when I didn't want a broken item to begin with.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing research our customer purchased two items “Laptop with a total charge with tax $436.10 (invoice will show a discount of $14.99 for shipping)” “Warranty with total charge with tax $105.08” and the order total was $541.18 (invoice [redacted] – attached). RMA [redacted] was processed for the laptop. Refund was for $436.10 which processed under (invoice [redacted] – attached). (The invoice will show $12.08 as a negative since our customer had a discount on shipping on the original invoice and it was split up over the two products). Our customer was advised to contact Square Trade directly to cancel and get refund on the warranty. TAIS have seen all refund has been processed correctly. Please see the attachment, at this time we consider this matter closed.

Review: I was charged an additional $49.95 more than what I was told I was going to be charged when speaking to a representative.

I called Toshiba tech support for a recovery disc for my laptop. I was told that the cost of the disk was $29.95. I received a receipt for the cost of $29.95. On my credit card I was charged one charge of $29.95 plus an additional charge of $49.95. When speaking to the representative she did mention to me that she went ahead and enrolled with their basic tech support. They way she said it, I thought it was some type of free program. She never mentioned that there was a cost for this service nor did I ever receive a receipt for this it just appeared on my credit card. Toshiba's representative went about enrolling for a service I did not want, need nor was ever made aware of the charges for. This plus the lack of a receipt for this charge leads me to believe that this practice is nothing but a scam to get more money from their customers. My case number for this call is [redacted]Desired Settlement: I would like toshiba to stop the practice a enrolling customers in services that they did not request and not telling about charges that are going to be charged to their credit cards or ever providing them receipts for those services. Who knows how many people were charged the same way I was without ever even noticing. I also wanted to make the Revdex.com aware of this scam.

Business

Response:

A TAIS representative was in contact with the customer on 02/22/2014. TAIS has apologized for any inconvenience. The Recovery Media (Order Number: [redacted]) is Ready for Transport to USPS Wed, February 26, 2014 at 5:39 AM, Compton, CA, US. The media will be delivered to the customer in app. 3-5 business days. The refund of the tech support has been completed in the amount of $49.99 back to the customer’s credit card. The customer has been advised she will get the refund in the next billing cycle. At this time we consider this matter closed.