Toshiba America Information Systems Inc

Review: Defected computer. After owning it for only 15 days I tried to return the computer since it was never working properly since the day I receive it (Freezes, slow, crashes). When I notified Toshiba, a tech took 45 minutes to gain access to my computer, search files, and reported it as working correctly. She then offered to fix any speed issues or corrupt files for $100. Further phone calls have ended with we search your computer before, but it not satisfied, you can ship it to us at my cost and I would have to pay for any service performed. The computer was only 15 days to 30 days with all these phone calls. After a 2.5 months, my touch screen has stopped working additionally. I notified them again, a tech I was dealing with, failed to call during two scheduled appointments times to exam my computer again, and sequentially called me two hours after one of the missed times 5x in 5 minutes until I was forced to answer my phone in a meeting. The current offer is to ship the computer for free, but I have to pay for any service performed. I have repeatedly tried to get this computer looked at again. I am tired of not having a computer and more tired with Toshiba customer service. I was to return the computer and start fresh with a new company and product.Desired Settlement: Return Computer and receive refund.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has advised our customer that we can process a Troubleshooting to diagnose what is the issue of his computer and as well to send it to our depot repair facility if there is any issue related to a hardware repair after the troubleshooting process however our customer declined the offer. TAIS has advised our customer that a refund is not part of the standard limited warranty of his computer. At this time we consider this matter closed.

Review: The company charges my card for 11013.37 and wants another phone number witch I do not have other than my # [redacted].The people in the [redacted] will not let me talk to a manger or supervisor they say no and hang-up. If you cannot help me I will have to go to court because I do not trust them I call the Corporate Office they said that they do not have anything to do with that part of the company go figure.Thank you very much [redacted]Desired Settlement: I just want what I order and nothing more

Business

Response:

The customer has been in contact with Toshiba Direct with the order place, verified, and released. The customer emailed Toshiba Direct on 02/03 and was advised the order was scheduled to ship on 02/04/2014. The order did ship on 02/04/2014 under FedEx tracking #[redacted] and is showing it was delivered on 02/07/2014. The customer has received the product. At this time we consider this matter closed.

Review: I purchased the product on November 27 2014. I started having issues with the fan blowing loud and the laptop over heating. I called into customer service regarding this issue. I was insrtucted to take some procedures to attempt to fix the issue put it didn't ressolve the issue. I thought being a new laptop that the issue would get better but it got progressively worse. I called back customer service on March 20, 2015 and informed the representative the issue with my laptop had worsened and I have major concerns. I was insructed to send in the laptop and it would take 7-10 business days. I told the representative that this was my business and personal lapto. I will need it back and soon as possible because it is the only computer I have.I sent the laptop via [redacted] around March 24, 2015 in to have it repaired at the Toshiba Repair Service Depot. I received and email stating that my laptop and been repaired and that the problem was spontanious shutdown-unknown and the repair results were reassembly recorrection and the issue was supposed to be reparied. When I received the laptop back on April 10, 2015 not only was in not fixed it was in worse condition than when Isent it in. It would power down after being on that less than 1 min. I called customer service and they tried to trouble shoot it ove the phone. I was on the phone with them for over 1 1/2 hrs. I spoke with 4 different people telling me that I had to send it back in foor repairs just when it came back from supposedly being repaired. I mentioned I am losing money from my business because this laptop is less than 5 months from purchase and I am having to send it in to be repaired twice already. I have wrritten a certified letter and sent it in on April 14, 2015 and I have yet to get a response from Customer Relations Manager of Coporate or a Toshiba representative.Desired Settlement: I would like a full refund for my laptop. I have lost all faith and interest in having a Toshiba product based on the experience I have had in this short period of time. It was my first experience with buying a Toshiba laptop and my first experience has me filing a complaint with the Revdex.com which I have never done in my entire life. I had faith the the company would stand by its product especially if the product is brand new. I hope this issue can be resolved quickly.

Business

Response:

A

Toshiba America Information Systems (TAIS) representative has reviewed our

customer complaint. TAIS has offered our customer to send the laptop to our

Toshiba Engineers ([redacted]) to have a VIP repair service. Customer declined

the offer and instead asked for a replacement. TAIS has informed our customer

that replacement is not the option based from the Standard Limited Warranty of

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 determines that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not accept the Toshiba America Systems, Inc response because I sent in the laptop to their Depot facility in [redacted] to have it repaired on March 24, 2015. The laptop repairs were not done correctly. The laptop came back in worse condition than I originally sent it in for. I have stated to Toshiba representatives that I needed it back in a timely fashion and that wasn't something they could offer. This model Satellite S55t laptop apparently has a cooling system defect I have read other online complaints besides the Revdex.com where this is a known product defect and for it not be corrected properly is disappointing. It apprears that if the depot can't fix the repairs Toshiba will have you send it to their "VIP" facility and they can supposedly fix it.

Review: My [redacted] balance was taken by Toshiba. When I ordered a hard drive I entered into a agreement of sale, when Toshiba took possession of my money they too entered into a agreement of sale. When you enter into a agreement you are obligated to complete the transaction.

As of now they canceled my drive but are still in possession of my funds even though they never had any intent to complete their half of the agreement. Now what if I were to take their product and decide that I don't want to pay for it and I will give them their product back at a later date, would that be acceptable or theft?Desired Settlement: Please send me the drive for the price agreed upon on.

Business

Response:

A Toshiba

America Information Systems (TAIS) representative has reviewed our customer

complaint. After doing a research Toshiba reviews all orders before they are

accepted. As outlined in our Terms of Sale, acceptance of an order is at the

sole discretion of Toshiba and an order is not accepted until the order ships.

When the order was reviewed, it was determined that the order contained a coupon

that was not valid with the current website promotion for that product. The

coupon code used, [redacted], states in the Terms and Conditions that it is

valid on regularly priced Toshiba branded products. The item purchased was on

promotion and discounted and therefore, the coupon code could not be combined

with website promotion.

Review: Order #: [redacted]

Customer #: [redacted]

Order Date: 7/19/2014

Description: Toshiba 4TB Canvio Desk Desktop External Hard Drive (Black/Black) HDWC240XK3J1

Invoice #: [redacted]

RMA#: [redacted] FedEx Tracking #: [redacted]

I have been waiting for this package for days. Today, I finally decided to contact fedex regarding the package. First I used the tracking provided, then I called the FedEx center. I was informed that the package was left at my front door (i live in an apartment community).

I was told the package was delivered on 7/23. I enter my apartment using my front door. If the package had been left there, i'd have found it by now. During my call with the FedEx representative, I informed her that the package was never left there. She suggested that I contact my neighbors, which I did. I checked with the front office, nothing. I called Fedex back, I informed them of all of this. The representative informed me that I needed to have the shipper (toshiba) file a claim then they will research the issue. I called the Tech support and asked them to transfer me to the Acclaim department. They looked into the issue and told me to call the sales department and that this type of issue happens all the time. They informed me that Toshiba would be able to reship the drive to me. So I called that department. The representative was at best a robot, at worst unhelpful. The ENTIRE time she repeated to me the same line, "we will email you, you respond, then we will investigate, if we decide in your favor, we'll ship you a new drive." She tried multiple times to hang up on me.

I kept explaining to her what FedEx said. She did not care. She would not help me. She then said, if the drive is shown as shipped, Toshiba will NOT ship me a new one. It's not their problem.

Now i'm out my money and have no hard drive. I think it's unfair and cruel. I don't make millions. Toshiba has millions. Why must I lose in this when I did nothing wrong? Where is the fairness in all of this?Desired Settlement: All I need Toshiba to do, is to have someone contact me. I will send them signed statements from my apartment office, and take pictures of the surrounding. They could come to my house to verify I don't have the hard drive. I will do anything to have my hard drive. That's all I want. I had a hard drive, but it was defective. So I had to send the old one in and buy a new one. I not only lost the hard drive, I lost all that was on it because I was unable to recover the data. I paid for this new one to come to me so I could start getting the data back.

All I want is my hard drive. I need a replacement. ASAP.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we already reviewed her complaint and we found out that our customer has already provided a replacement for her unit by Toshiba Direct. At this time we consider this matter closed.

Review: Bought my qosmio x875 laptop last year (JANUARY) for almost 2000 dollars. Had a problem since with overheating .. Up to 165 degrees while using the graphics card .. Sent it 3 times to be fixed and it was not .. 2 times to the depot and once to the VIP TRISTAR. The laptop was damaged at the depot and it stayed there once for a whole MONTH....I asked the customer relation for them to replace it for me ... They kept repeating themselves " the only option is to send for repair again" They will push the date until I don't have warranty anymore then they will ask me for money to fix my already expensive laptop.They also said I could not talk to anybody else because I can't escalate this matter .. They are managers and they do not have superiors ..Again I am not asking for a refund ... I am asking for a laptop that would not burn my skin off while using it ..Desired Settlement: I want a replacement that works, Or my money back

Business

Response:

A TAIS representative has made numerous attempts to contact the customer to discuss the option of a possible replacement. The contact number given states the mail box is full and no messages can be left at this time. The customer can contact us directly by phone at ###-###-####. At this time we consider this matter closed until we hear back from the customer.

Review: Refusal to honor warranty on product, defective out of box

after purchasing a new Toshiba satellite laptop, within weeks keyboard trackpad and Windows 8.1 operating system crashed. after performing tech support, I was asked to pay 29.99 for a shipping box to return product for repair. after 3 months, no box arrived, I then called to request a refund, or replacement product, and was told "that aint gonna happen" and thst I could "pay someone like a computer store to fix it, but I aint gonna get no new laptop or free repair" this is unacceptable. this violates both their warranty agreement, and terms of use.Desired Settlement: after 3 months, multiple phone calls, promises that were not honored, and violation of agreement entered when I registered the product, I feel a new replacement laptop, or a refund of my money os warrented.I have been told I must pay to fix something that was defective out of the box, I was asked to pay to send a warranty product, but never received a shipping box, or refund. I feel I have invested too much time and energy for the.original promises to be fulfilled at this point. and feel that a

Business

Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 03/12/2015, 03/16/2015; 03/17/2015 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.

Review: I purchased a Toshiba E xcite 10 LE 16GB tablet on 9/4/2012 and the touch screen stopped working on 10/2/2013. I have contacted customer support and they have indicated that there is nothing they can do since the product is past the 12 month warranty. Renz, case #[redacted], provided me with the Toshiba repair number and said that was all he could do. I am very unhappy that Toshiba will not stand behind their product that is only 13 months old. Their lack of help with this issue says a lot about the product they produce and I doubt that I will ever buy a Toshiba product again.Desired Settlement: I would like the tablet replaced.

Business

Response:

A TAIS representative was in contact with our customer on 12/03/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/2013 (per the purchase date given to us by the customer). Per the Standard Limited Warranty it states, "Toshiba America Information Systems, Inc. ("Toshiba") warrants that the Toshiba branded product you purchased for your end use ("Product") is free from defects in materials and workmanship under normal use during the Limited Warranty Period." Also, "How Long Does This Warranty Last? One (1) year after the date of your purchase ("Limited Warranty Period")." Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Review: this computer started haveing problems 2 days after purchase date of dec 14 2013. I explained all this to them and paid 20 dollars to ship it to them. after we discussed it and I explained to them the screen was cracking from the inside from over heating the battery stopped charging in 5 weeks of purchase and cd door fell off on the second day I dont care about the cd door but the rest should be addressed thyey made me spend money on this if they were going to not fix it without wanting 425 dollars are what ever they are asking for they should not have tricked me into sending it to them. they got the report of damage I have a copy of it and was fully aware of it before I spent money on it I am furious at them for tricking me than not fixing it it is under warranty untill dec 2014Desired Settlement: I will except my 20 dollars back for shipping it and a refund of the 489.00 I spent on it are the can fix it. if they intend to send it back unrepaired I want my 20 dollars back because they knew the shape before I sent it . and I feel they lied and conned me just to make a broke man waste money he didnt have to waste

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on

Review: Toshiba receive my Laptop for repair 9/10

Charged me for parts and labor for parts that were damaged during disassembly and re-assembly.

Confirmed receipt of laptop 9/10. 12/8 received an updated quote adding costs for failed LCD. Called for information - techs confirmed LCD functional during diagnostics - they used it during diags. After installing a keyboard and a factory defective systemboard the LCD was reported defective. Increased the costs of quote and labor - reordered system board. I used the laptop with LCD completely function prior to shipment - tech logs showed they used LCD with no issue until they serviced the unit. Since had several calls asking for escalation - to date no escalation provided just confirmation the agent would. This was damage to the unit while in the service depot. If I refuse charges they return a non functional unit and will charge me labor. Even the reps on the phone agree the logs state LCD was used until they replaced system board. I cannot get anyone form Management to discuss a resolution. Was told the management that will take my call cant make the decision and the management that can make the decision wont take my call as they do not take calls. I am stuck with a proposed bill for the cost a new laptop with no recourse after they caused more damage servicing my laptop.Desired Settlement: I agreed to pay for a system board and keyboard plush diagnostic and labor totaling $713.00.

Toshiba should cover the cost of the damaged LCD and additional labor to install totaling $190.00.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer set up a repair for his computer to Toshiba Repair Services (TRS) which is ([redacted]) and settled the payment for the repair. Toshiba Repair Services (TRS) ([redacted]) is a third-party company and TAIS has no ability to access, manage or modify their system. Our customer can contact them directly Toshiba Repair Services at (800) 438-3910. At this time we consider this matter closed.

Review: On 5/17/2012 I placed an order with Toshiba.com. On that order I paid extra to have a speical DVD drive installed called a LabeFlash DVD drive. I spent about 15-20 hours attempting to deal with Toshiba Customer Service on the issue and spoke to numerous people. (I have dates and names if interested). When I would call tech, they would say sales issue, when I would call sales they would say tech issue, one of the CS people even went so far as to say it was a production issue and recommend I call [redacted]! After about 2 weeks of runaround I got fed up and contacted my local new station to see if they gain any traction on the issue. Finally after [redacted] contacted them I recieved a call from [redacted] who identified herself as a Customer Relations Case Manager. She verified that I did indeed recieve the wrong drive installed in my computer. But I was told because I did not notice the mistake within 5 days of receiving the Laptop and did not purchase the extended warranty from Toshiba Direct there was nothing she could or would do. It was my own fault for not verifying the build of my laptop; furthermore it was out of warranty so if I did send it in for service they would charge me not only for the new drive but for the labor and shipping as well. Really? You screw up and then blame the customer?Desired Settlement: I would like Toshiba to either provide me an extrernal LabeFlash (or Similar technology as it looks like LightScribe Drives result in a similar end result) drive or give me a refund of 132.98 to purcahse a LabelFlash Drive from [redacted] (amount includes shipping and sales tax) with similar specs of what I paid for and never recieved.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer computer warranty runs out for about 2 years so that TAIS are unable to authorize a repair. Our customer can contact Toshiba Repair Services telephone number ([redacted] to set up a repair for those computers which is out of warranty. At this time we consider this matter closed.

Review: I purchased a Toshiba laptop back in October and I've only used it maybe 5 or 6 times since then. Last time I went to start it up, the computer crashed and said that I needed a hard drive disk to repair the system. This laptop was said to be brand new, I should not have to invest more money into it being as new as it is in order to repair it. I contacted customer support to ask for my money back and they said that they would only repair the system. This was after I went to Wal-Mart with my receipt to ask for my money back and they told me that I had to go to the Toshiba company directly. I do not want a faulty brand new laptop, I would rather invest my hard earned money into a product actually worth purchasing. Nobody has bothered redirecting me to someone who I could talk to about getting my money back for this purchase, they've just sent me to someone else who can "help me". I don't want my product replaced, I don't want my product repaired. I don't want to spend another penny on this Toshiba laptop, I just want my money back. This company has been no help at all. I will not be purchasing any Toshiba products in the future and I will make sure that everybody I know, also knows of my bad experience with this company and their products as well as Wal-Mart selling refurbished laptops with a claim that they are new.Desired Settlement: I want my money back for my purchase. I will return the laptop and all that came with it, packaging included. I just want my money back for this purchase.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has a record in our system that she called last March of 2014 and, one of our technical support representatives performed troubleshooting to her computer Model Satellite L55 with the serial# [redacted] and it was done successfully. In accordance of the Standard Limited Warranty (SLW) of the computer we can send the unit to our depot repair facility if there is hardware problem to diagnose and check what would be the issue and have it fixed as long it is covered by the SLW. At this time we consider this matter closed.

Review: I ordered a Toshiba lap top through [redacted] and then began experiencing issues with my lap top which is under warranty. I sent my lap top in for repairs and then received it in worse condition. I sent my lap top back in repairs for the second time with a detailed list of issues that arose from the previous repairs performed on my lap top. They performed their second round of repairs on my lap top and sent it back to me mid-August. I had more issues and sent it back for the third time. Now, the guaranteed that I would receive a replacement lap top and continuously delay the time they promised to have this matter addressed by .Desired Settlement: I would like a FULL refund for my original unit, plus compensation for all of the hassle that I have experienced with their customer service in the last 4 months.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer has provided a replacement computer and it was delivered to our customer’s location last Wed 10/14/2015 4:11 PM under [redacted] tracking number [redacted]. If our customer has any questions or concern they may contact our technical support department 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.

I received a defective replacement lap top from Toshiba last week. The lap top has a Critical Error issue in hardware and Toshiba technicians were unable to troubleshoot the problem. I do not want another defective replacement as this will be the THIRD time I am experiencing lap top issues with their products. I am requesting a FULL refund for the replacement lap top of $1,016.99 plus a prepaid return shipping label to return the defective unit.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer received the computer last 10/14/2105 4:11PM under [redacted] tracking number [redacted]. Our customer contacted our Technical support department because according to our her the unit has problem, our customer was able to speak with one of our Technical support supervisor and they offered troubleshooting by doing a recovery on the unit however our customer declined the offered support and she ask for a replacement or refund. Our Technical support supervisor was not able to perform any troubleshooting steps on the computer to determine if the problem was a hardware or software issue. The case was forwarded to our Order Desk department who processed the replacement computer. Our Order Desk representative provided three options to our customer (1) Prorated Refund and that would be based on the original price of the original unit that she purchased (2) They will process refurbished replacement based on the guidelines of Toshiba or (3) They will perform troubleshooting on the upgraded replacement computer that our Order Desk department provided. However our customer declined all the options. Our customer has advised if she has any questions or concern the offer is still open and she can call us back 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 flat out LIED about what the tech support concluded after troubleshooting me. To clarify what actually happened...2 days after receiving the replacement unit, the lap top alerted me of a Critical Error and stopped working. I immediately contacted Toshiba technical support and after they finished multiple attempts in troubleshooting

Review: I bought a brand new computer will not connect to the internet.tried 4 weeks to fix the problem with Toshiba tech support problem still unsolved

I bought a brand new computer for my son for Christmas. The computer will not connect to the internet. For the last 4 weeks of trying to fix the problem with Toshiba tech support and the problem still unsolved, my son was told that it would cast him $150.00 to run a diagnostic test plus the cost of fixing it.

purchase 11/17/13 [redacted] cost $599.99 paid with credit card.Desired Settlement: I just need it replace with one that works as soon as possible.My son NEED it for college.

Business

Response:

A TAIS representative contacted the customer April 7, 2014. A TAIS representative has told our customer that we have reviewed the case and apologize for any inconveniences . TAIS and our customer have agreed to have the product repaired at our depot repair facility. At this time we consider the matter closed.

Review: I purchased a Toshiba computer at the end of August of 2013 as I was entering graduate school. During the first few months of owning this computer I experienced problems such as the computer shutting off and being unable to turn on. I called the company and they provided a quick fix remedy that allowed me to restart my computer. But after frequent call ins for this same problem, I have written down the remedy and keep in my planner as it continues to happen. During the Windows 8.1 upgrade availability, my computer was updating and crashed the computer entirely. I lost all my documents and the computer was wiped clean. A technician was only able to re-install the Microsoft office but all my academic documents were lost. The company said it could service it but I would have to send the computer in and it would take weeks for it to be returned, As a student, that was not feasible as I need to access my computer to complete assignments on a daily basis. The recovery process of my computer back to a functional state took several days. A few months after this incident, I began having a message appear every time I turned on my computer. It said the driver support was not working. This came during finals week, and since there were no major problems besides the computer taking longer to start, longer wait times for internet pages to download, and the occasional black screen before the computer finally booted up, I just kept using it. The computer started malfunctioning once again later in the year. At this time I was studying abroad in South America and could not access domestic phone calls nor a stable internet. After returning back to school, I called Toshiba and explained the problem and a representative said he could assist me when I had internet connection. The next day I called and a different representative said he could not help me since the warranty was expired in August. He then reprimanded me for waiting to acquire help and said payment was necessary for help.Desired Settlement: I would the driver support to be repaired without the imposed payment . The problem occurred while the computer was still under warranty and due to the above explained reasons this problem should be resolved by Toshiba.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer reported the Driver issue outside the warranty and in accordance of the Standard Limited Warranty of the computer seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.

Review: Hello, I have a complaint about the attempt to repair my computer on Friday 7-19-2014. I bought my computer serial number 5B444554W aprox 3-2013. For some reason I was unable to print and it kept kicking me out. I thought it was the printer, so I bought a new one, and the same thing happened. So I called Toshiba repair technical support. I talked to [redacted]. he got into my computer and said yes he could fix it. It would cost $99.95. I said ok and gave him my credit card number. He then started working on it. He first said it was McAffie software was blocking my printer. Then he switched to Toshiba home page, and got the printer to print. I said I wanted my Comcast home page and he said he would have to downgrade my internet explorer from 11 to 9, which he started to do, but was unable to.. Then I was unable to print from the Toshiba home page. For 2.5 more hours, he tried to switch me to internet explorer 9, and was unsuccessful. By that time it was late, 11:30, and he said he would call me back on Monday 7-21, as I was not available on the weekend. I asked him for the ticket number. He gave me 20140718. I found out later, he did not give me the complete ticket number!!! he never called!! I realized he was unable to help me, and actually made it worse, as I could no longer print from the Toshiba home page, and it took him 3 hrs, and he still cold not fix it, I needed a refund. This is where the frustrating part starts. I called Monday 7-21 and spoke to Leah, Pls see ticket number 20140721685865. I told her what happened and when she asked me for the ticket number, she said I was not given the complete ticket number and she could not find my ticket. She also could not find my laptop because they had the wrong serial number. Anyway she was persistent and found the incident and gave me the correct ticket number. [redacted]. I was then transferred to James, then Israel who stated he would send my request for a refund to the financial depDesired Settlement: con't to the financial dept. and someone would call me in 3 days. No one called. I called back today and first spoke to [redacted], then [redacted] who said the original tech would have to call me and he would call today or tomorrow. So far no call. I have been getting a run around from your company and not only that, you do not provide quality service. Please refund my $99.95 as you can see, I did not get the service I paid for. Thank you.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS apologized for the inconvenience our customer has experience. TAIS has advised our customer that we will process a refund for the amount that she paid for the support. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: I shipped my computer to them week of 8/11, Toshiba sent it back it back on 9/4 aprx. 4:30 pm. I opened the box & read it had needed a full hard drive/webcam replacement, it was wiped due to this. I didnt do anything else with the computer due to leaving for vacation the following morning before 7 am, returning the night of 9/18/14. On 9/19, I tried to set up my computer as instructions in the box said. I couldnt get past first Accept Windows 8 Screen, Touchpad wouldnt not work at all-not happening when I sent in my computer to Toshiba. My husband wasnt back from a business trip & I wasnt sure if I was doing Acceptance of Windows correctly. I shut it down & he looked at the computer when he got back on 9/21, saying it was the Touchpad & also USB port that were not working, that why I couldnt do accept. On 9/22, I contacted Toshiba by email & by phone. I first spoke with [redacted] in Customer Service. I explained issue & he had me try some unsuccessful repairs, he said he just needed to get a case manager's approval to ship back my computer, he put me on hold to get this. When he came back, he then said I needed to speak to the case manager. After I was transferred to her & explained the issues again, she told me it sounded like either I did something or it happened when it shipped back. But either way Toshiba wouldnt be paying the cost for the repair, they could repair it- just not pay for it. I asked how she could be sure that Toshiba didnt do anything without seeing the computer & why was she so firm on this. [redacted] told me then, "There was an internal, unwritten procedure at Toshiba, not given to the customer, that customers had to contact them within 24-48 hours of getting back their computer from Toshiba for them to take any responsibility. I was shocked but still wanted to send in my computer. [redacted] said ok, it would take 3 to 5 business days for the label to get to me. I havent gotten this to date & have contacted Toshiba on 10/6 with no answer back.Desired Settlement: Replace my defective Toshiba computer, it has not been working for 2 months now. Share with customer any procedures you want them to follow or they cant be expected to know these procedures.

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 we will send her a free box so her computer will be sent to our Toshiba engineers to diagnose what is the cause of the issue and have it fixed. Our customer agreed to that offer. If our customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Review: I purchased my Toshiba Laptop Computer at [redacted] on March 15, 2014. The laptop was a clearance item and was very nicely priced for a Toshiba brand computer. The laptop has not worked properly since the day it was purchased. For the first 30 days I attributed my frustration as new to Windows 8. But it was not, frequent notices that the CPU is being over worked and system delays between key strokes, with the pointer rotating, (all the time) make this laptop impossible to use. Something is very wrong, I have tried reloading the software to no avail. Something is obviously defective.I have emailed Toshiba service several times with no response. So I have no idea what to do or why I am not being contacted. I have not been able to use this computer and it has impacted my job performance and ability to work from home.

Product_Or_Service: Laptop

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

Repair or replace

Business

Response:

BB complaint # [redacted] filed by [redacted] needs to be redirected to Toshiba or [redacted]’s current extended warranty plan administrator, since Mr. [redacted] purchased his laptop in March 2013.

[redacted] has not been a N.E.W. client since August 1, 2013.

Let me know if you have any questions.

Regards,

Review: I purchased a Toshiba external hard drive ([redacted]-1EXB) about a year ago. It will no longer turn on. When I went to the Toshiba website to utilize the 3 year warranty offered with the hard drive, I found that it was impossible to use their warranty if my address is an APO address.I chatted with Toshiba support and they told me that I would need to change my address. No where in the warranty does it say that it's limited to certain shipping addresses.This is not an acceptable practice. Toshiba sells hard drives on US military bases around the world. If they need to honor their warranty in these locations as well.Desired Settlement: The Toshiba website says that this drive is not eligible for a replacement. The website offered a $170 coupon instead. I would accept this as a valid resolution to this situation.

Business

Response:

A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any inconvenience and has informed the customer the shipping courier used does not ship to APO or AFO addresses. When the customer goes to the Acclaim website, he can put in an address (other than the APO address) and that will generate the coupon code. When the customer receives the coupon code, he will then be able to contact Toshiba Direct and order the replacement external hard drive. If the customer has any questions or concerns they are welcome to contact us directly at ###-###-####. 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.

I followed the instructions provided by the company. No coupon code was generated. Please issue a refund if you are not going to honor your warranty. No where in the warranty does it state that I must be able to receive packages from UPS or Fedex. You sell the product where I live, you should also honor your warranty here.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any inconvenience and has informed the customer the shipping courier used does not ship to APO or AFO addresses. When the customer goes to the Acclaim website, he can put in an address (other than the APO/AFO address) and that will generate the coupon code. When the customer receives the coupon code, he will then be able to contact Toshiba Direct and order the replacement external hard drive. If the customer has any questions or concerns they are welcome to contact Acclaim at ###-###-#### for any assistance. 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.

I have done as Toshiba asked and have not received a refund as of yet. Please issue a refund so I can close this Revdex.com complaint.

Regards,

Review: purchased Toshiba TV July 2014 with automatic 12 month warranty. picture started failing from first day, TV went black in January 2015. claim number [redacted]. they keep stating that the faulty part is a "known issue" and the part is on backorder. every time they have a repair date it gets pushed back another month. we stated if they couldn't fix it or replace the item that we would contact the Revdex.com, so we are seeking help to get either a refund or replacement since they obviously cant fix their product in a timely matter. we have been more than patient, with several representatives failing to call back in 24 hours as they promised. we aren't willing to waste any more time on hold or without the TV we paid almost $500 for.

Product_Or_Service: 50 inch hdtv

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

replacement with new TV or refund. will not wait any longer for parts repair that has been promised for 6 months.

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 this case

will be forwarded to our Order Desk Department and they are the one who will

provide the replacement for his unit. TAIS has advised our customer that he

will receive a call from one of their representatives to discuss the process of

replacement. If the customer has any questions or concern they may contact us

at ###-###-####. At this time we consider this matter closed.