Toshiba America Information Systems Inc

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 09/26/2014, 09/30/2014; 10/01/however, our
customer has not returned any of correspondence requestsIf the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed

Dear ***,
I just spoke with Mr*** regarding his complaint, *** He
indicated to me he did not intend to file a complaint against *** His issue was with the manufacturer of his laptop, Toshiba and their refusal to honor their warranty He stated he did not purchase any type of extended warranty product for his laptop
Mr. *** did indicate he has made progress and Toshiba is currently working to repair his laptop under warranty
Would you please have this complaint redirected and filed against Toshiba?
Kindest Regards,
*** ***
Compliance Coordinator
***
*** *** *** *** *** ***
*** * *** *** *** *** ** ***
*** I *** I ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I refuse to drop my complaintAs requested I have attached record of my original purchase (note that I paid for windows pro, it is not free as they have now stated twice) and an email showing the official start of the standard warranty repairsI was told, as per standard warranty that I would have my laptop back in 2-weeks (already way too long)If I get my laptop back next week (that is a very optimistic expectation), I will be with out my lap top for over weeksMy product came with a standard warranty, and I followed warranty protocolToshiba's service repair people did not repair the computer and caused more issues, the case should no long be considered 'standard'If they wanted to maintain their status as a 'better business' then they should have taken responsibility for not completing the repair and covered the expense of getting the laptop repaired asapWhy should I pay (me waiting an additional 2-weeks is a huge payment and cost to me) for their inability to complete their service the first time? It is wrong, it is bad businessI spent over hours on the phone and emailing back and forth with them and they would not budgeI finally sent my computer in to be repaired because I realized that they do not value me as a consumer, and that I was the one that was going to have to pay for their mistakeThey have now provide me with an expensive bad product and incompetent serviceIt is my understanding that the Revdex.com stands to protect from and inform consumers of bad businessesBeing that I conceded and sent my laptop in, to avoid being without my laptop for an even longer time, the only settlement that I will now accept is a full refund of the product, and I will gladly return it to ToshibaIf Toshiba refuses those terms I hope that I can do what ever possible for them to lose good standing on the Revdex.com, my complaint should remain as unresolvedProspective buyers should be fairly warned of what they are dealing withToshiba does not deserve to be considered a 'better business'.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hi Toshiba:
First,I want to say I didn't decline the offer to the timeframe of the repair. In the fact, ***(Toshiba) told me I didn't need to ship my adapter and just to ship laptop in the shipping box. If I decline Toshiba's offer, why we need to discuss about the details of shiping? I mentioined that I need laptop for my work for my living so give me some time. In the next day, I purchased an Toshiba laptop for my work and my living. Please see attached invoiceAnyway, let us to say it is an communication misunderstanding. I am able to ship my laptop to fix. Please call me at *** to tell me about which day I could receive the shipping box. Let us to close the case peacefully. Thanks
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate her case over to our Order Desk Department to send her new ac-adapter specifically designed for her computer, our customer agreedTAIS have processed sending the new ac-adapter to our customerIf the customer has any questions or concern they may contact us at ***At this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I REALLY DONT UNDERSTAND WHY TOSHIBA FIGHTING OVER THIS THEY KEEP POSTING ABOUT WARRANTYI NOT TALKING ABOUT PARTS ONLY ABOUT SOME RESOURCE CDS THAT SHOULD OF CAME ALONG WITH THE COMPUTER LIKE MOST COMPUTERSOF ALL I WAS NOT AWARE OF IT BEING ON HARD DRIVEONLYWHEN U STEP UP MY COMPUTERAGAIN IF WAS AWARE OF THE TIME FRAME ON XXX DAYS TO CALL AND ASK ABOUT CDSON THE MATTER OF REGISTATIONNO I NEVER DIDNOT EVERYONE REGSTUFFWHEN I FIRST CALLED I THO THEY DID IT THEN WHEN THEY HAD THE SERIES NO AND ECTSO EXCUSE ME I NOT ASKING FOR A LOTBUT WHEN U PAY LOT OF MONEY FOR A COMPUTER U SHOULD GET CDS WITH THEM PLUS U TECH SUPPORT ALL TRY TO SELL ME A HARD DRIVE I DIDN'T EVEN NEED..!!!!!!!! I HAVE PROOF THAT MY HARD DRIVE IS GOODTHIS IS VERY SADTHAT U CANT OFFER A BETTER SOLUTIONTHEN THISI COULD EVEN CONSIDER MAYBE PAYING HALFTHIS IS REALLY UNPROFESSIONALU HAVE TECH SUPPORT TELLING ME I NEED TO BUY A PARTALL IT WAS A OS CRASHED NEED TO BE REINSTALLED...I BEEN REALLY MAD IF I WOULD OF BOUGHT THE PART AND FOUND OUTU SHOULD TRAIN U TECHS BETTERWHAT IS THE BIG DEAL ON THE CDS? I NOT ASKING FOR FREE PARTS OR ANYTHING OUT OF WARRANTYJUST CDS IF NO RESOLVEDI WILL NEVER BUY A PRODUCT'S FROM YOU AGAINI JUST NEVER SEEN HOW A COMPANY TREAT A CONSUMER OVER A MINOR ISSUENOT TRY TO HELP A CUSTOMERSO THEY BE A RETURN CUSTOMER
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First I would like to say that the information that Toshiba provided was incorrect in regards to tracking and datesThe Latest shipment tracking # was 9*** and was delivered today, July 18thPer their email it was to be SW Media - USB-SATELLITE-L70-A-Windows 64bit Professional-ENToday when I received the Recovery Media it was AGAIN wrongIt is Windows Home PremThis again is not what I paid forThis is now the 4th time I am requesting you to fix the problemI have called your office to try and get this straighten out and I am getting a voice-mailI have been really patient but this is not okayI was told that this time it was going to be correct and it is notPlease fix the problemI will attach images of the most current Media I have received. As it will only allow me to upload one image, the id number on the back of this one is***.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 #*** and this is an update to the complaint - I was unable to find a way to update from my original complaintToshiba contacted me on 4-7-and 4-8-- both times I was told the same information that I was given when I called themThey will not do anything to help me unless I send in our laptop and they evaluate itThey are unwilling to replace or refund the laptop or to send one to use in the event that we would send in our laptopThey do not look at each case seperately - they do one thing and one thing onlyThey are not very customer service friendly or accomodatingI again was unable to talk to a supervisor and was told that they do not take phone calls or help with issuesThe laptop now also the "print screen" button will not work on itI have told every person we talked with at Toshiba that the laptop has something else go wrong on a day to day basisThey will not even send out a new battery to replace the one that won't work without the laptop being sent inI feel that because the laptop was 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 acceptableThey are not willing to work with anyone at ToshibaThey 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 problemLife isn't cut and dried or black and whiteEach case has to be evaluated individually and dealt with accordingly!
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research this case has been forwarded to our order
desk depart and TAIS found out that our customer has been contacted by one of our order desk representative to discuss about the replacement of the computerAt this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that based on the information provided on the order Toshiba Direct were unable to process the order and order was cancelledThe customer was emailed in
accordance to the Terms of Sale; “Orders are not binding on TAIS unless accepted by TAISAcceptance of an order occurs when product shipsAcknowledgment of receipt of an order does not constitute acceptance of the order by TAISProduct ordered may become unavailable due to product or parts shortages, discontinuance of product, or other reasonsIn such event, TAIS will promptly notify Customer via email, if provided or telephone”The cancellation email sent to our customer reads as follows; “Dear Toshiba Direct Customer,We are contacting you to advise that your recent order with Toshiba Direct has been cancelled. The order was cancelled because you either requested the order to be cancelled or we have been unable to verify the information that was provided on the orderIf you did not request this cancellation, we suggest that you verify that your personal data is correct with your credit card companyOnce you have verified this information, please feel free to place a new order through our website, www.toshiba.com/us or by contacting a Product Specialist at 800-316-0920.”Our customer called in however it was already closed for the dayOur customer did chat with our representative and was advised that the order did not pass our verification process and could not be processedThe order has been cancelled and cannot be reinstatedIf the customer chooses to place a new order, the customer will not be able to get the promotional price and would need to pay the current web price in accordance to the Terms of Sale in Toshiba DirectIf our customer has any questions or concern they may contact at 800-618-At this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At this point I am COMPLETELY unsatisfied both with the way Toshiba has dealt with this issue, the tone of your responses and the response time of your sales and support staff
This is NOT a warranty issueThis is an issue of Toshiba not building/selling me a computer to the specifications I paid forIn fact I was told by your Technical Service Staff IF I had brought it in for service during the warranty period I would have been rejected as the specs of the computer you sent me did match the records of the computer you sold to meAs far as I am concerned you still have not fulfilled the sales contract set forth between myself and ToshibaThis is a complete mistake on the part of Toshiba and you are attempting to hide behind a warranty period that your own employees *** * Technical Support Manager) have said would have never even applied to me because of your mistake
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowFIRST OF ALL NO LIQUID WAS EVER SPILLED ON THE LAPTOPSECOND THE COMPUTER WAS RETURNERD IN WORSE SHAPE THAN SENT IN FRAME ON MONITOR LOOSESCREWS ON BACK MISSING OR NOT COMPLETELY SEATED KEYBOARD AND SCREEN DIRTY, SCRATCHED WITH CRUMBS ON IT I BELIEVE IF THERE WAS LIQUID DAMAGE THEY DID IT IT LOOKS LIKE SOMEONE WAS EATING OVER MY COMPUTERAND I WAS CHARGED THIRTY DOLLARS FOR THE PRIVILEGE OF ALL THESE LIES AND AGGREVATION I WANT MY MONEY BACK! I WILL NEVER OWN A TOSHIBA AGAIN
IT SHOULD ALSO BE NOTED I AM NOT ALONEI HAVE FOUND NUMEROUS EXAMPLE OF THE SAME SCAM BY TOSHIBA TIME AND TIME AGAINSOMEHOW SOMEWAY THE WARRANTY DID NOT COVER THE PROBLEM AND COSTS OF REPAIR ARE OUTRAGEOUSALL HAD TO PAY THIRTY DOLLARS, TO SEND AN IN WARRANTY COMPUTER TO TOSHIBA SOME ARE EVEN CONSIDERING LEGAL ACTION I JUST WANT MY MONEY BACK!
THE PICTURES SHOW MY NOW RETURNED DAMAGED COMPUTER IT DOES NOT WORK AND LIKE I SAID IS NOW DAMAGED WHEN IT WAS SENT IN FOR WARRANTY REPAIRS IN LIKE NEW CONDITION
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the
inconvenience our customer has experiencedTAIS has informed our customer that we can process a repair to his computer by sending the unit to our Toshiba Engineers to check the issue and have it fixedOur customer agreed to thatAdvised our customer, if he has questions or concern they may contact us at ###-###-####At this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS cannot find any information
in our system using the customer information (name, address, email address & phone number), at this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
No where in the warranty does it say that the port cannot be fixed. The port of the computer is indeed covered. One of the paperwork that they sent to me indicates this. Besides none of the power adapters fit the pc.
Regards,
*** ***

This did not address my issues There were 3x defective computers and no escalation process
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** ***

A TAIS representative has contacted our customer, advised our customer that TAIS would like to replace his unitTAIS educate our customer on the shipping proceduresCustomer agreedAt this time
we consider this matter closed

A Toshiba America Information Systems (TAIS)
representative
has reviewed our customer complaintAfter doing a research TAIS
found out that our customer has been contacted by one of our case manager representatives
They have advised our customer that they already called the onsite team and did
a follow up for the repairOur representative has informed our customer that
currently we are just waiting for the availability of the technician that who
will service and fix the unit in their locationTAIS has apologized for the
inconvenience and all the delays our customer has experiencedAt this time we
consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research the
broken hinges are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty)As stated in the Standard Limited Warranty, the warranty does not cover (repair or replacement of covers, plastics) the cost of repair is now our customer responsibilityOur customer can contact Toshiba Repair Services to schedule a repair at ###-###-####At this time we consider this matter closed