Toshiba America Information Systems Inc

Review: I purchased a Toshiba laptop via [redacted] in August of 2014. The laptop arrived safely and as expected. However, it was immediately slow and difficult to use. I tried to remedy the problem myself by re-imaging it and tweaking software, with no luck. Following a call to customer service it was sent to the factory (for a $30 shipping and box fee) and returned repaired. It was improved but not working properly. Following a call to customer service it was sent back to the factor, this time at no charge. Further repairs were made. The laptop is improved but continues to be slow, freeze, and exhibit high disk utilization. Calling again I requested replacement. I was told that my warranty only covered repairs and that I would need to call exactly when the issue was occurring. I have spent over 20 hours working with technical support on this problem and have never had a working laptop.Desired Settlement: I would like a new, different laptop of the same general specifications. I do not feel this laptop is repairable in a reasonable amount of time. In lieu of that I would like my money back ($450).

Business

Response:

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

Consumer

Response:

This is true. However, they have already repaired this laptop twice. Therefore I have no expectation another repair will fix the matter. In discussion with the representative they also said that if they cannot repair it this time they will replace it. I want that noted, please. I would like the case closed once the problem is resolved, which it is not yet.

Regards,

Review: We recently purchased two Toshiba Satellite Laptops. Both laptops have broken hinges. Apparently, this was a known issue on previous laptops but has been reported to have been resolved on the current model of Toshiba laptop. Clearly, this is not the case.

I have previously sent a letter to Toshiba's corporate office and have received no response.Desired Settlement: I desire that the laptops be either repaired or replaced to ensure that the problem will no longer occur.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with ourcustomer. TAIS has apologized for the inconvenience our customer hasexperienced. TAIS has informed our customer that we can process a repair forhis both computer under the Standard Limited Warranty of the unit. TAIS processeda repair and advised our customer that he will received a box that he can useto send his computer to our Toshiba Engineers facility. Our customer agreed tothat. Advised our customer if he has any questions or concern they may contactus at 949-461-4321. 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 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,

Review: My mother bought my daughter a toshiba laptop. When it arrived we tried to set it up. We were unsuccessful. We kept trying to set up the computer but it would not work.. it didn't connect to the internet we kept getting "this page is no longer available." I called toshiba because my daughter has two small children and didn't have time to be on the phone for a long period of time. I contacted tech support and was told, after letting them take control of the computer, that the computer was loaded with viruses, malware, spyware. I asked how this was possible given it was a new computer and we couldn't get online. I was told that the hackers are smarter and smarter. I was asked to pay 159.95 dollars because this problem was not covered under their warranty. only hardware problems are covered. I paid the money by credit card. I was on the phone for about four hours and was told not to use the computer until the screen cleared. the next day, we still couldn't get online so we called again. this time [redacted] told me that there were junk files on the computer that the other tech didn't clear. so he cleared them, another four hours and the rest of the day to fix that. the next day, the computer still did not work. I contacted my credit card company to dispute the 159.95 charge because we cannot keep staying on the phone for hours and the computer was in just as bad shape as when they tried to fix it the first two times. Toshiba told me I had three tech calls to use before my 159.95 expired. I was also told that if I did not use the last phone call, they would refund my money. this can be verified with [redacted]. who contacted Toshiba when I disputed the charge. My mother, who paid for the computer is also disputing the fact that the brand new computer does not work and is currently filing a complaint with her credit card company and the Revdex.com. Thank you for your time and for listening .Desired Settlement: I would like to have the money I paid toshiba - the 159.95 - credited back to my credit card or they can send me a check.

we don't understand how a brand new computer could have so many problems that we have to pay for to fix!

Consumer

Response:

Hello, my name is [redacted] and I filed a complaint against Toshiba. Toshiba contacted me and agreed to refund my money. Thank you for your help in resolving this matter. You are the best!

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: I purchase a Toshiba Satellite C55t laptop online. I contacted technical support for help. I was not helped and then hung up on!

I purchase a Toshiba Satellite C55t laptop online. It was running slowly so I used the built in Toshiba tools to restore to out of the box settings. Something went wrong and now all I get is an error stating "No Bootable Device Found, Please Restart". This was caused by some type of glitch in your software or hardware failure. I contacted technical support for help. They determined there was no issues with the hard drive and that the HDD was wiped due to an error during the process. I asked how to resolve this and I was told I now had to purchase for $40 a recovery disk because they were unable to supply me with a Windows 8.1 product key or disk or anything that I had already paid for once. I then stated I did not feel this was fair I had to pay for something due to an error on Toshiba's end. I was ignored, not helped, and then hung up on when I asked to be escalated to a supervisor.Desired Settlement: All I want is either my laptop fixed or replaced. Also I would like to be sent a recovery disk so I do not end up with this issue in the future.

Business

Response:

A

Toshiba America Information Systems (TAIS) representative has reviewed our

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

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

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

apply the fix for the unit. At this time we consider this matter closed.

Review: I purchased a [redacted] computer that came with a Toshiba / TSST DVD-RW Drive pre-installed. [redacted] has referred me to Toshiba to get the most recent support/drivers for the drive, and in contacting other manufacturers re. past issues, I have ALWAYS found them highly cooperative and was NEVER turned away when seeking out updated software to support THEIR products. Presumably that is the reason [redacted] chooses these business alliances. Now in contacting Toshiba today when their scanner was not functioning (software intended to scan your computer to determine type and model of hardware installed), I emailed and was denied support. I found that incredibly inappropriate and asked to speak to this person's supervisor. He refused. The info for the incompetent employee is as follows: [redacted] | ODD Supervisor/Asst. Manager | [redacted] Tech Support # ###-###-####

Clearly someone that should NOT be in management if they don't understand the concept of "Customer Support".Desired Settlement: I am only seeking updated software / drivers for the DVD drive, not repair or replacement.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer's information on our system under the Name, Phone Number, and Email Address. If the customer has any questions and concerns they may contact Toshiba Technical Support 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 am outraged that a company as "reputable" as Toshiba has made me wait allllll this time only to state they have no record of my information. Clearly their way of putting off the complaint, thinking people will get frustrated and abandon it.

Review: I purchased a new tosbiba in Dec 2010. RECALLED in February of 2012. I would like this product replace it has issues of over heating.

I purchased a Toshiba Satelite 645 D from [redacted] Dec 2010, the first one had issurs [redacted] had 3 laptops comming into their store. When they arrived [redacted] called and I picked up the computer, I was still having problems and in Jan.2011, I went back to [redacted] to do a comparison with the display, the computer was no longer in store. I did not really get to use the computer. I also called Toshiba about two years ago I was making a complaint of it overheating and I was told that my computer was not underwarranty and I had to pay for the repairs. It has been in a case, sitting in closet. I do not have much money, I have not been able to get it repaired. Yesterday a frient looked up Toshiba and fount that 33 COMPUTERS FROM TOSHIBA ARE IN RECALLL. I do not wish for this computer that was obsilite since purchased only if the new product is an upgrade. I am extremely upset that Toshiba did not advise me that their were issues of overhearting and helped me two years ago. I always thought I was purchasing an excellent product. Today my call to ###-###-#### after explaning all this to Demos he said he wopuld have to diagnose machine. Please help me with this.

Thank you in advance,

[redacted]Desired Settlement: I would like a computer completely upgraded since the RECALL and also I never got the chqance to use the one I purchased...Please call and if not I would like refund $700.00

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer called in and reported the issue outside of the warranty. TAIS has advised our customer that since the computer is already out of the warranty for 3 years already, the repair cost will be shouldered by our customer. Our customer may look for an Authorized Service Providers (ASP) or may contact Toshiba Repair Services (TRS) at ###-###-#### to setup a repair. 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.

Please consider this a formal complaint to the decision made on November 24th 2014.

Review: I ordered a set of recovery discs for my laptop. I have received to date 3 sets of the wrong discs. I have called and spoken with Toshiba after every time and have been told that they don't understand why these discs have been sent. I was originally told they were the correct discs but had just been mislabeled. My husband tried to use the discs as we had been asked to do. They show up as being what they are labeled as and the computer gives an error message, "Insert correct media". All 3 sets of discs have been the same and not the set that I ordered and have paid for. The gentlemen that have helped me understand this. The discs I ordered are L670D which is for an AMD system which is what I have and the discs I keep getting are C67oD which is for an Intel system.Desired Settlement: I would dearly like to get the discs that I ordered so I can use my laptop again! If this for some very strange reason is not possible then I would like a refund. I prefer to be able to use my laptop again though!!

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has advised that the recovery media that she received was only mislabeled and even if we process a manual order for that recovery media it will be the same. TAIS has advised our customer that the refund will be processed from the original order that she placed and since the warranty of the computer already expired our customer can go to any authorized service provider to check the unit and to have it diagnosed what would be the main issue. At this time we consider this matter closed.

Review: Customer service is incompetent and unwilling to work out issues. Customer service called me a liar when I had proof that they were wrong.

My computer, Satellite L840D serial number [redacted], has had 2 major hardware issues and 2 minor hardware issues in only 2 years. After the first issue I sent in the computer for repair. I had requested a change in address for shipping the computer to once the repair was done. 3 weeks later the computer was sent to the wrong address and even though I had the proof on when the called happened and the computer was shipped, the customer service told me I was wrong and too late to change the address even though the computer was shipped 3 weeks after that phone call. Now the computer is overheating and shutting itself off and informing me that it is a cooling system issue and needs to be sent in for service but since the warranty was up last year, customer service would not admit the computer is a lemon that should be replaced. The only thing they had to say was to go to a local authorized service center and pay for it myself. 2 major hardware issues and 2 minor hardware issues in only 2 years is a lemon that should be replaced by the company. I spent my hard earned money on a product that just happened to be a lemon and instead of making things right, they just insisted they could do nothing, not even a courtesy service check.Desired Settlement: All that I seek is a computer replacement that is comparable to my computer, Toshiba Satellite L840D serial number [redacted].

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer is already out of warranty since 08/15/2013 so that TAIS are unable to authorize a repair and specially a replacement. Our customer can contact Toshiba Repair Services at ###-###-#### to set up a repair for the computer which is out of warranty. At this time we consider this matter closed.

Review: The housing on my laptop has broken. Normally I wouldn't be this concerned, but I took extremely good care of this laptop (never even banged it into a door) and it broke horribly. I dropped one of my old Toshiba laptops on cement and it barely cracked the case. Now that the housing has completely snapped, it's clear that the cause of the damage is too-light plastic combined with a tight hinge. Repair issues aside, my concern is, even if I get this repaired, it'll just happen again.

So I called Toshiba Support, Customer Service, etc and got shuffled around (Case #[redacted]). The party line from Toshiba is to completely ignore everything I say and simply tell me that it's out of warranty and if I want to do a repair I have to send it to their 3rd party company and it's the type of repair they'll put on the back burner and take forever to complete. I gave up on the last two people who told me that because that's apparently all they are capable of saying.

This is a well-cared for computer that is barely over 2 years old that has broken because of the way it was designed by the company. If I chose to let them repair it (at their slow pace), that's a $250 repair that doesn't address the underlying problem with design.

I'm sure the executive I last talked to thinks I should just buy a new computer and not complain, but I shouldn't have to with a computer that works perfectly. I use this computer to complete work for a couple of my jobs, so not being able to use it because of housing damage is a serious issue. It's not something I can tape up and ignore because the force from the hinge rips out any repair. This is pulling on the wires and circuit boards. I can tell because 1. that's basic logic, and 2. I'm having major problems with power fluctuations to the monitor. The more wiggle where it's snapped, the worst the power flares are.Desired Settlement: I need a working, portable computer to do my jobs. Even if I found the money for the repair, I'm still going to develop the same problem. I'm open to different solutions that will not be a financial burden. I would also like some acknowledgement that the people at Toshiba are listening to what I say as an individual. I've always had a Toshiba laptop--most for 4-5 years--and never had this problem. This is the computer I've taken very good care of, yet it's the one that's developed a housing problem that is interfering with my computer use.

Maybe a free replacement of the housing (I can do the swap myself) is the best solution. Then I can save the repair money towards a new computer for when/if the housing breaks again.

I considered buying a new housing myself ($100 is expensive but beats $250), but I can't even get Toshiba to tell me which housing model I have. There are apparently two (I specifically asked one guy, who sent me to out-of-warranty who didn't have a clue).

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to spoke to one of our Corporate department representative and has informed that any physical or accidental damage on the computer is not covered under the Standard Limited Warranty (SLW) and that was the reason why our customer was referred to Toshiba Repair Services (TRS) because the computer’s warranty already expired and since the issue is not part of the warranty, the customer will shoulder the repair cost. At this time we consider this matter closed.

Review: I purchased a laptop in December of 2013 from [redacted] in Oskaloosa, Iowa. The Windows product key is expired which is the main operating system. On all other computers you have a windows key code and mine does not. I cannot use my computer at all after spending $399.00 plus tax. I was told by a [redacted] sales associate that they do the expired key so people who steal them cannot use them for very long after taking them and two other people came into [redacted] with the same problems as me and they paid out all the money Toshiba wanted them to and they still cannot use there computers. I called Toshiba and they wanted me to pay for them to do different things to my computer and they would not guarantee that it would fix it. Now, [redacted] has put all of these products on clearance.Desired Settlement: I would like refunded my $426.93... Or a new laptop

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has advised our customer to send her computer to our depot repair facility so it can be fixed and diagnose as well what is the other issue. 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: Lap top was purchased on 08/25/2014, On 09/30/2014 Laptop hard drive failed. Under Toshiba 1 year warranty, toshiba States repair on item, at no cost. I spoke to Toshiba and they stated to me that they would honor the repair. Once the service order was set up. I now have to pay $29.99 for them to ship me a box and ship the lap top to them, Or they take no responsibilty to have have this take care of, I dont feel that I should have to pay anything to have a box shipped to me, It was under their warrenty, and their product that is just a little over a month old, FAILED. They are charging 29.99 for a box. and shipping which is well over a reasonable amount, especially sense it was a product failure.

OUR SERVICE order number is [redacted]

At this point we have paid the 29.99 to toshiba, I WANT A REFUND of this amount. They have no right to charge 29.99 for a shipping box, and no where does it state it in the warranty claim about this charge.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. Apologized for the inconvenience our customer has experience. TAIS has advised our customer that we will process a full refund for that amount the he paid for the shipping. Our customer agreed to that offer. At this time we consider this matter closed.

Review: I purchased a Toshiba Satellite a few months ago for both college/home business. My computer did not work properly from day one. I thought that because I was unfamiliar with windows 8. I had NO IDEA how to contact Toshiba tech support. It seems you have to bury yourself in their website to find this information. I had to call a family member who too has a Toshiba satellite to get help finding out how to contact Toshiba. When I went to telephone tech support, they said I had to pay $50 JUST TO SPEAK with them! I purchased a warranty as well. Apparently, you are only permitted 30 days after your purchase to call tech support for 'free'. My only other option was to pay $150 a year for continual phone help. So, they had online tech support. I figured that was where I could get help. The online tech support said they 'cannot help with technical problems. I must telephone tech support'. WHAT IS THAT? I am the POA, caretaker & for my elderly father; a college student in the medical field about to graduate this December. In my program, SOME classes are only offered online. I HAVE to have a computer for home business use for taking care of my father/his legal financial needs as well as my own. Toshiba is unwilling to either refund me or give me a new computer. It is my belief and my family's that I was given a refurbished computer instead of a new one. No matter, it is a lemon! I paid close to $800 including a warranty. There is VERY LITTLE mileage on this computer because it did not work! I DID send it in for repair. It is still not repaired. I feel my request for a refund or a new computer is more than reasonable. I have NEVER heard of ANY computer company charging for services while in warranty. School starts next Monday. I have an old computer that is burnt out-hence the reason for a new one. While Toshiba may make superior products (?) I will never purchase from them again, nor will family, friends and associates due to the handling of this.Desired Settlement: I wish for a total refund. My computer has either 8/12 G memory. My computer should be fast as lightning as compared to a 4 G. Being that I MUST pay $50/per call or $150 a year for tech support & then send it in over & over without resolution. I cannot see continuing on with this company. I have SSD with an income of less than $900/ a month. I can't possibly afford both the time away without a computer or the financial l investments I have. What is the point of a warranty when I must pay for help? I CANNOT afford for ANYTHING to go wrong for school! I CANNOT be away from my father for hours on end in order to even TRY to work part time. I also get food stamps. I mean no disrespect to this company. I just managed to get a bad computer no matter if it was sold unknowingly as a refurnished one or if it was a lemon as a new one. This computer has barely been used. My request is fair/reasonable. I TRIED to contact Toshiba within the 30 days. It took 60-90 to find out how

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. Advised our customer that we can send her computer to our repair facilities and our Toshiba Engineers who will diagnose what is the main issue. Our customer agreed with that offer. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer

Response:

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

Regards,

Review: We bought a Toshiba laptop at Staples 4 months ago. Upon shutting down and restarting it a few weeks ago it asked for a BIOS password which we NEVER set up. I called the warranty center and talked with a rep and he said that since I did not set it up and it just happened that they would fix it for NO CHARGE. He said if I have any problems tell them that he said on the record phone call that it would be covered. I did have to pay the 25.00 to ship it and agreed to that. I shipped it off and got an email from TOSHIBA stating we found the problem (no kidding I talked about the problem on the phone!) and you will have to pay 114.00 to fix the laptop. And if I don't pay by Jan 28 they will ship it back to me. This email was sent January 24 at 5:18 PM. I responded back immediately and each day after, I also tried to call the phone number in the email just to hear the message this mailbox is full. The email clearly states if you have any concerns or would like to pay please return this email or call this number. It must be a joke as they don't respond and answer phones. I am very frustrated with Toshiba and I use this computer to teach math to my elementary child. It is used for education for about 2 hours a day and fails us in 4 months. Unacceptable Toshiba. My husband is a tech and says this should not happen to a laptop.I should have bought an APPLE computer.Desired Settlement: I would like the laptop fixed. Or replaced. ASAP as it is used to educate a child

Business

Response:

A TAIS representative was in contact with our customer on 01/30/2014. TAIS has apologized to the customer for any inconvenience and has informed the customer TAIS received the unit on 01/20/2014 in our repair facility with a BIOS password issue, which is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). A quote was given to the customer with the customer stating they were not going to pay for the repairs. TAIS has informed the customer that the cost of the repair is now their responsibility. TAIS has returned the unit unrepaired to the customer via Fed Ex tracking number 5[redacted]04 . Estimated delivery of the unit is: Mon 2/03/2014 by 8:00 pm 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.

We all knew it was a BIOS problem when speaking with the tech at Toshiba, and we never set it up so it is a faulty part on Toshiba part. When I spoke with the tech on the phone he assured me it was covered under warranty or I would have never mailed it. He also said use this reference number if they try to charge you. So I was lied to, tell the truth Toshiba and don't promise things that you won't follow up on. I also spoke with a supervisor the other day and she said I can't talk to anyone above her she isn't allowed to transfer me. I asked for corporate information she said I don't have it go find it on the web. Very unprofessional. I am asking for Toshiba to stand behind there word. If you were told the BIOS will be fixed under warrant then you should believe what the tech says?? I feel deceived. Maybe the tech should pay for it so he doesn't tell other people the same. After my computer reached Toshiba, and they emailed to respond to them, No one would answer the phone for a week when it says call this number to authorize the fix? Mailbox is full is unacceptable, what if I was calling to authorize payment. My computer would have been mailed back according to the email. Very unfair treatment, and very unacceptable the way customers are treated. I was lied to, deceived, disrespected, ignored. I would really like my 25.00 back too. What a waste of time.

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 01/30/2014. TAIS has apologized to the customer for any inconvenience and has informed the customer TAIS received the unit on 01/20/2014 in our repair facility with a BIOS password issue, which is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). A quote was given to the customer with an email address ([email protected]) This was provided in case contact by phone was not available. The customer stated they were not going to pay for the repairs when speaking with customer service on 01/30/2014. There is no documentation showing the customer was told the out of scope issue would be repaired at no charge. It is stated in the Standard Limited Warranty the shipping and handling of the unit to the depot is the responsibility of the customer. TAIS has informed the customer that the cost of the repair is now their responsibility. TAIS has returned the unit unrepaired to the customer via Fed Ex tracking number 5[redacted]04. Delivery of the unit to the customer was : Mon 2/03/2014 10:56 A.M. At this time we consider this matter closed

Review: Manufacturer defect that Toshiba refuses to cover under their own warranty.

To whom it may concern,

I had purchased a toshiba satellite p50 laptop in May of this year (2014). Less than a month after I had owned this laptop, the bracket that secures the monitor broke. I had read through the limited warranty that I had on the laptop (which can be reviewed in full here: http://cdgenp01.csd.toshiba.com/content/support/pdf_files/stdwar/gma501082010_we...⇄ and it states the following:

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.

I also reviewed what was not covered under the warranty, which states:

On-site service/repair, or service made necessary by accident, misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God, power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service providers, use outside of the environmental or operating parameters, or use with incompatible third

party products.

So, since the bracket broke due to simply opening and closing the monitor, and not through any misuse or accident, going by the warranty, this issue should be covered. I called Toshiba support, and was told this is not covered by the warranty. I was directed to the repair shop who told me, that it SHOULD be covered. I called Toshiba support again. After speaking to four different representatives, I was told that the ONLY way the bracket could have broke was if I had dropped it, or by some other accident and that is not covered. I told them that it was outrageous to assume that I would mishandle a piece of equipment that I spent over $900 on. I am a small business owner, part time employee of [redacted], and a father of three. I am not some teenager with a new toy. This was a machine I was hoping would last me several years, and I put my trust in Toshiba, a company that I had told many customers of [redacted] was reliable, and had some of the [redacted] value and service in the business. After being told that it was not something they would cover, I told them that my next steps would be to contact their corporate office, as well as the Revdex.com, as they refused to uphold their end of the warranty. They quickly told me they would transfer me to a case worker. She told me the same story, that this could only have been an accident and not their defect. I again told her my frustration and that I would be contacting their corporate office and the Revdex.com. It was only then she came up with an alternate solution. They would have me send the laptop out to their repair office, then they would diagnose if it was accidental or through defect. If they determined it was accidental, they would repair it and I would be responsible for the charge of the repair. I told her this was not acceptable. After everything I had been through, after being accused of treating this laptop poorly, and hearing them use every way they could to dodge having to cover their own warranty, I was expected to send the laptop to them and trust them to fairly diagnose the machine? I told her I was very disappointed in their inability to service their customers. This was not a frivolous purchase; I need to rely on this machine for my business. I willing traded $900 for what I believed to be a quality product. This is not what I received; I did not get what I paid for. This is not some bottom of the line machine that I bought because it was all I could afford. I invested a good deal of money with Toshiba hoping this would service my computer related needs for years to come. A laptop is meant to open and close on an everyday basis. Breaking under normal use demonstrates poor craftsmanship, and cheap parts. It is ridiculous that I can not count on my new laptop to preform this simple function. Same as it is that IDesired Settlement: I would like to keep the laptop, as it has been set up to my personal settings, and I spent many hours installing all of the programs I use on a regular basis. I do, however, need to have this issue repaired because the problem is getting worse. I would accept a full or even partial refund, to compensate me for the aggravation and dishonorable way they offer a "warranty". If I receive a partial refund, I would like to receive a new bracket with it. Count the refund as my courtesy labor charge, a

Business

Response:

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

Review: I BOUGHT A TOSHIBA LAPTOP(SEERIAL 1D215473Q) MARCH 3,2013 FROM BEST BUY ATL GA,IT SHUT DOWN AUG FOR 3 WEEKS I SENT IT BACK TO TOSHIBA N SEPT THEY KEPT IT 1 WEEK SENT IT BACK TO ME 1 WEEK LATER IT ACTED UP AGAIN I SENT IT TO TRI STAR (VIP GEEK SQUAD) THEY KEPT IT 1 WEEK N SENT IT BACK TO ME I HAD IT 3 DAYS N IT STARTED ACTIN UP AGAIN ITS NOW AT TRI STAR (VIP GEEK SQUAD) SINCE OCT 31,THEY DONT WANA EXTEND MY WARRANTY THEY DONT WANT TO EXCHANGE LAPTOP TOLD ME "I MUST LET THEM KEEP WORKIN ON IT N WHEN WARRANTY IS UP IM JUST OUTA LUCK,,I TRULY DONT THINK THIS IS GOOD BUSINESS,I'VE TALK TO "12 DIFFERENT SUPERVISORS" SINCE AUG,ASKED TO SPEAK TO THEIR SUPERVISOR N WAS TOLD THEY DONT TALK TO CUSTOMERS!!!!! I AM AT MY WITS END,DONT THINK THIS IS FAIR N DONT KNOW WHAT ELSE TO DO,,,HELP ME PLEEZ 1 SUPERVISOR TOLD ME "WE SPENT 413.00 REPLACING PART THATS MORE THEN I PAID FOR LAPTOP N EVIDENTALLY 413.00 PART WASNT RIGHT CAUSE IT ONLY WORKED 3 DAYSDesired Settlement: ALL I WANT IS A WORKIN LAPTOP LIKE I PAID MY MONEY FOR

Business

Response:

A TAIS representative was in contact with our customer on 12/04/2013. TAIS has apologized for any inconvenience and was informed by the customer the unit is working properly after receiving the unit back from the engineers via Fed Ex tracking number [redacted]. If there are any questions or concerns the customer may contact us directly at 1-949-461-4321. At this time we consider this matter closed.

Review: I purchased 2 Toshiba [redacted] laptops on October 2, 2015 for $1,316.22. I physically received the laptops at my house at the end of October. A few weeks later I started having an issue in which the one computer was spontaneously and randomly shutting down. I contacted Toshiba since the product was still under warranty and I was informed that I had to send the laptop into Toshiba's Depot Center in [redacted] for repair and pay $29.99 for shipping. The computer was dropped off at [redacted] on November 27. The computer was received back at our house on December 7 with a Customer Receipt stating that the computer was repaired with no additional information as to how it was repaired. The issue was not resolved so I called their customer service number and informed them the problem still existed so I asked what exactly was repaired. After some research they determined that they could not replicate the issue and therefore no repairs were done so I was misled based on the customer receipt that I received. I was told to send it back in to the same facility and I said that was unacceptable. I couldn't get any refund or resolution even though I tried to escalate it. My only alternative was to send it to another facility in [redacted]. I dropped off the computer on December 12 at [redacted] and received it back on December 15. During this time I have tried to escalate it and speak to a [redacted] customer service representative and have been unsuccessful even though I was promised that one would contact me. Now the computer is having yet another issue which may or may not be related to the previous one. Therefore, I got a lemon of a product and Toshiba has been unwilling to work with me to this point to a satisfactory level. I could provide additional information, if needed but the space here is limited.Desired Settlement: First, I would like to be contacted by a [redacted] Toshiba representative that has the ability and power to help me resolve the issue since Toshiba has been elusive until this point. Second, I would like to receive a full refund or have a fully functioning product with no additional hassles. [redacted] Fourth, I would like to notify the Revdex.com about the issues that I have encountered to make them aware so that they can enable change and prevent additional customers from going through this experience. Finally, I would like to escalate this to the appropriate Toshiba management so that appropriate actions can be taken to address terrible product quality and even worse customer service.

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's computer was sent to our VIP Repair Services for a warranty service. In accordance with the Standard Limited Warranty, its coverage is our Toshiba Depot Notebook Service. For our customer to be assisted further if they are still having some troubles, they will still be working with our Technical Support in [redacted], since they will be needing to process it on their end, for our customer to claim a warranty repair. If our customer is still having troubles, they may contact us at [redacted] for us to provide the best option for the unit. At this time, we consider this matter closed.

Consumer

Response:

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

[The response is a canned standard response and does not address any of the issues that I have encountered or frustration that I have experienced. Part of the problem is the customer service/repair phone number in [redacted] so calling them is a complete waste of my time since I have been down that road may times already. I even sent a letter over a month ago and was unsuccessful in obtaining a response. Therefore, I want to escalate this to a [redacted] based individual manager that has the ability to actually do something to gain resolution. Thank you.]

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. We tried reaching our customer however, got rerouted to a Voice Mail. We will still try to reach him the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up with us, they call us at [redacted] to provide the best day and time for us to reach them to discuss this concern.

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 finally reached out to me directly after several months. They called me 3 times in 1 day. I did connect with them and talk to them live. Of course they still will not provide a [redacted] representative and therefore, I have to deal with the awful [redacted] based customer service once again. They did propose a couple of options for me. The first is a replacement computer. The second is a refund of the depreciated fair value of the computer which I am not agreeing to since I should not be penalized for having a lemon of a computer that they have been dragging their feet on resolving the issue at hand. I am weighing the first option depending on the specifications of the computer and hope to have this resolved within the next few days, but it is not currently resolved.]

Regards,

Review: I purchased a laptop for my son as a Christmas present. I did not encounter any problems with the computer, that is, until he updated the software on the computer. Once the computer started updating the computer crashed. This update took place on 3/31/2014. I tried contacting Toshiba about the updates (4/1/2014) to find out whether they would cause the computer to crash like that. The customer reps would not give me a straight story. And at one point, the rep told me that Toshiba does not recommend updating the computer if you are not experiencing problems with it. (I do not understand why an update alert that clearly states that the computer will not work properly without it would not be recommended by the company.) I am not even certain whether the updates were updates or viruses that were installed on the computer. I can't take it to a local authorized Toshiba Repair facility, because it is not a model that is high end. And my son need his computer for school. I need the company to stand behind the product they produced. Otherwise, they should not sell the product in the United States. My son needs his laptop for school, and given the information that Toshiba's reps have provided I do not feel comfortable in a replacement. I prefer dealing with a company that is willing to stand behind the products it produces. Toshiba has not shown that to this parent today!Desired Settlement: I want a refund for the cost of the computer.

Business

Response:

A TAIS representative has been in contact with our customer. TAIS has provided the option to our customer to have the laptop fixed, unfortunately our customer declined this offer. TAIS has advised that replacement or a refund will not be possible at this moment. We need to further evaluate and diagnose the issue first before it will be subject to approval for replacement. At this time we consider this matter closed.

Review: I have been trying to get a warranty repair on my tv from toshiba. [redacted] will not work started on 2/25/15 contacted customer support,Reference #[redacted] Authorization#[redacted] board replacement. This phone conversation was supposed to be customer support. My phone call lasted for 82 minutes total on several different calls and return calls 6 different calls from a man named [redacted].

In this time period I was required to provide credit information to pay a fee of $35 for support. Decision was made toshibe would replace main board.

A person called [redacted] contacted me from the [redacted] he stated he would arrange a repair man for the job upon receiving the main board. this was on 2/26/15 at 1:10 pm p[redacted]uct ship date was back ordered expected ship date 3/10/15. I was told by [redacted] once again not to worry they were in charge and would take care of the issues. If the p[redacted]uct was not in by 3/28/15 I would be able to esculate the case for replacement at that time.

I received a email which stated the board was backordered again expected date 3/28/15. I then called on 3/31/15 to find out the next process. I called and spoke with a man calling himself [redacted] but I could recogize his voice to be [redacted] and he corrected himself. I was now being told the backorder would be on 4/21/15 and rest assured they were on top of this.

I asked to esculate this and he was very reluctant and very reassuring the main board would be in. He aggreed to esculate case and would call back with case manager and next process within 15 minutes case #[redacted]. We started this phone conversation at 2:29 pm after no return phone call yet with information at 4:30 pm I returned another phone call and spoke with a person that addressed herself as [redacted] this conversation lasted from 4:30 to 5:10 pm when I had to leave for my family event.

During this phone call was when I addressed I felt this was a scam and they had know interest of handling my problem.Desired Settlement: replacement or refund I believe this is a scam and they have my credit information they will not fix the problem nor will they give me a contact number or person to verify if this is actually real. The support team refuses to provide any information requested.

Thank you

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research this case was forwarded to our Order Desk Department and one of the representatives has been contacted our customer to discuss about replacement or refund of the unit. At this time we consider this matter closed.

Review: Purchased toshiba laptop on Nov 29, 2013 for app 350 from [redacted]. Product key is defective/sticking. Company refusing to pay for shipping to fix.

Laptop is defective. It is covered under warranty, however, they fail to provide a local company to fix it. They request that I pay to ship it to them (roughly 25.00). Company should have local company do repairs ([redacted], etc). I want either a full refund or they pay all costs to repair defective laptop (including shipping the item since it was never disclosed to me that it couldn't be fixed locally at the place I purchased it).

Spoke to [redacted] on 2/16/14 provided case number [redacted]. [redacted] was very pleasant and recommended to speak to a case manager as I was upset regarding having to pay shipping to get it repaired. On 2/18/14 spoke to Katie (case manager), she was rude and said that they don't pay for any shipping costs that I would have to do that and there was nothing she could do for me). Case manager was useless and needs customer service training. Will never buy toshiba products again if this does not get resolved.Desired Settlement: Either full refund of the laptop, or you pay all costs involved with repairing the item (which includes shipping.

Business

Response:

A TAIS representative was in contact with our customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer

that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has assisted the customer

by setting up the work order. Currently we are waiting for the customer to finish the survey and ship the unit to our repair facility. For a refund the

customer would need to contact directly the reseller where the product was purchased to determine if the product is still within the return policy time frame. 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 paid 350 dollars for a laptop that is defective before the 3 month time period was up of the warranty coverage. I should not have to pay any fees associated with getting this repaired as the company could set up repair at [redacted], where I bought the laptop vs. costing the consumer more money (for shipping) for a warranty repair. Extremely poor customer service case managers and will never buy a Toshiba product again. Their loss due to not standing by their defective product. Please keep on file as an unresolved complaint.

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has assisted the customer by setting up the work order. If the customer would like to go to an ASP, that would be their choice. According to their warranty however, sending the unit to our depot facility would be the choice for the repair to be covered under the warranty (meaning the repair cost would be covered barring no physical damage). Currently we are waiting for the customer to finish the survey and ship the unit to our repair facility. For a refund the customer would need to directly contact the reseller where the product was purchased to determine if the product is still within the return policy time frame. 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.

[Again I bought a laptop (which the button below the mouse pad clearly was defective) as it malfunctioned 2 months after purchase. [redacted] return policy has already expired. They say they can fix the button if the manufacturer allows them to fix it, which means they need to pay for [redacted] to fix it, which is the best solution for the customer since at this point, I would incur a 25.00 shipping expense. It is clear Toshiba is not going ot to the right thing and allow me to get it fixed locally. Bad business practice. Please keep the complaint on file with No Resolution since they refuse to pay for the shipping and they refuse to allow [redacted] to fix the defective part]

Regards,

Review: I bought a computer in Febuary from Toshiba that was having problems when I bought it. I sent it in to have it repaired in May which cost $30.00 to use there insured shipping. When I received the laptop back it had a smashed screen and split housing. They gave me a day to report it and I did and followed all steps exactly as they said. Then they said they were sending me a replacement and to send the old one in. When I never received a replacement they said they never said they were sending one and they were repairing the damaged one. When I received it back it still had a split plastic housing so I had to call them agian. They tried to say they didn't consider it damage and they didn't have to fix it. I then threatened to sue because it was obviously damaged so they said they needed a few days to investigate the claim. Now I am waiting for a call from them because they left me a message saying they will repair it but I must send it in agian. I paid for a working computer in Febuary and still do not have one. I have spent over 20 hours on the phone with them over many phone calls. I have had promises of returned calls that don't come on several occasions were I am forced to call them and wait on hold. They call me at 6:30am and 8:30am when they do return my calls even though I keep repeatedly ask them not to call before 10:00am because I work night shifts. Everytime I call I get the run around from them on the phone where they ship me between departments and make me tell them things over and over again. They have treated me like this is all my fault when I have done nothing but insist they give me a laptop in quality working condition like I paid for. After all the abuse this laptop they sent me has received to be damaged so bad I question the quality of the electonics since they can be damaged easily. This and the customer service make me not want it at this point the least I could get from them is a replacement. My money back would be ideal though at this point.Desired Settlement: I would like either a replacement laptop or a refund, and to at least here that there company is doing something about there absolutely terrible customer service practices.

Business

Response:

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaint. After doing a research ourcustomer was able to speak with one of our case managers. They reauthorized a repairfor the unit and it will be send back to our depot repair facility for rework.Our customer will receive a box that they can use to send the computer goingback to our depot repair facility. The reauthorization repair order numberwould be under [redacted]. Currently the box is already in-transit going toour customer’s location under [redacted] tracking number [redacted]. At this time weconsider this matter closed.

Consumer

Response:

I am not very happy with this response I feel it is a direct example of how there company has no concern for customer service. There isn't even a stated apology for what I have been through with there company. I still don't have tthe computer I paid for in February, and this whole process has been a considerable effort. It has taken me over 20 hours on the phone and they have been very resistant to fixing things under warranty. I had to explain to them, by them insuring things they are responsible for fixing them if covered under policy. That is what insurance is. They have treated me terribly and I feel their company definitely is not concerned with customer service or quality. They have done nothing to right anything they have done to me they are only doing what they have to and fighting me on it every step of the way. Plus it is taking forever. They should have just replaced it by now.

Consumer

Response:

I have not talked to them or recieved an email from them except to say my package has shipped and I got an invetation for a survey. One I have taken many times stating I am an unhappy customer with no actions taken. I was tgreated terrible by this company and now 7 months later I have what I paid for finally. I put up with many many hours on the phone just so they would give me what I paid for. My warranty is now almost up so it was wasted getting a working computer in the first place. The computer itself does not perform that well either it is clunky.

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 found out that our customer already received the unit came from our depot repair facility last 8/14/2015 under [redacted] tracking number [redacted]. TAIS verified to our customer if there is still something wrong with the unit so that we can provide alternate options and our customer said none. TAIS has advised our customer if he has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.