Toshiba America Information Systems Inc

Review: Since at least Monday 8/11/2014 and again on Tuesday 8/12/2014, the Toshiba website (ToshibaRepairServices.com) will NOT accept orders for out of warranty repair service. A phone call today to their Toshiba Repair Services at###-###-####, did not help. The Toshiba Repair Services Dept. CANNOT enter any service orders because the website is down. For at least a day and a half Toshiba Repair Services has come to a COMPLETE STOP!A phone call on Tuesday 8/12/2014 to their Corporate Office at ###-###-#### did NOT help at all. The female call take was NOT helpful at all, gave me a different 888 phone number to call and complain. When I called the number it was AGAIN to the Toshiba Repair Services where I just called.Asked to speak to someone at the Toshiba Corp Office about their ongoing problem and the female call take stated, there is no one here to help you. I then asked for the President or C.E.O.'s Office and she stated, she does NOT have that information. It appears that Toshiba America Information Systems, Inc. could care less about helping or caring for their customers!Desired Settlement: Better system in place when the website goes down so Toshiba customers can call and have Service Agents enter a service request manually over the phone. I can understand a website going down for a few hours, but when EVERYTHING has come to a halt for at least a day & a half, is horrible customer service! Then you call Toshiba Corp. Headquarters and they could care less!Response from the Corporate Office of Toshiba that they are NOW aware of their failing customer service.

Business

Response:

A Toshiba America Information Systems (TAIS) has contacted our customer. We completely understand our customers frustration with the repair providers inability to process his order, and the subsequent lack of follow through from TAIS. We have apologized for the inconvenience that this issue has caused our customer. TAIS will continue to investigate as to why a timely and proper response was not provided. 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 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.

Finally received a phone call from Toshiba about my complaints. Toshiba rep that called was VERY HELPFUL and could nor understand why Toshiba did NOT follow through and how Toshiba dropped the ball. He understood the problem and was VERY concerned about my complaints.

VERY happy with the response of Toshiba finally.

I do NOT feel that this local Revdex.com Office handled my complaint efficiently. Correct me if I am wrong, but all the local Revdex.com Office did was forward my complaints back and forth and did not act in a positive and helpful manner!

Regards,

Review: hi. I'll I bought a laptop stellite l75-A7283. July 2013. Ina clipped of moths I had issues with screen hundreds of color lines all across the screen. Brought it to Staples where I bought it. Tried ti fix itbut could not and ask them to back it up. Some how the crash my laptop and unable to get in. Sent to toshiba to be fix, got itback 2 weeks. Was told tghey replace the motherboard. Used it for a few weeks and crash and unable to rboot. Called service tried to do a few things over phone. Not sucessfull. Ask for manager as I don't want anything to do with this and want my money back. Said I'm sorrty we cant't.So sent it off again. Got it back less than 2 weeks. Set it via system questions and all. Used for email no problem. Went back on did quite of work on different accounts. Bam the issue of color lines came back. And crash. So this willie be the fourth time inlittle over 6 months. I ask again for money back. Nope. I emailed toshiba wrote ontheir facebook page I am here now to complain. Verrryy disappointed and save toget thislaptop and now have no computer to work on and little money to get one!Desired Settlement: Rather get a Refund and money foor all my aggravation and no laptop to use for personaland work related. Got me into some trouble. I'll never buy a toshiba laptop again. Will tell all friends and family not to buy this brand!

Business

Response:

TAIS has sent the customer an email that needs to be completed in accordance to the warranty repair requested on 03/25/2014. Currently, we are waiting for the customer to ship computer to the repair depot. At this time we consider this matter closed.

Review: On 9/15/2014 I contacted customer service regarding a laptop that my son got in December of 2013. After only a couple of weeks, it stopped booting up. I finally called customer service. In spite of the fact the the manufacturer's warranty on mechanical issues they tried to sell me a $30. Disc that "may" resolve the issue. The alternative was to send it, at my expense, to them. I was adamant that since this was clearly a mechanical issue, therefore covered, there was no reason why I should have to pay for any service at all, particularly ones that offered no guarantees of resolution. Finally, after speaking to rep Echo, I was transferred to supervisor [redacted]. After much discussion, he agreed to e-mail me the label and instructions to send it in, at no cost to me. Well, I received nothing. I complained on their Facebook page, and was promptly blocked. The only recommendation I got was that I call customer service again. Well, it was over 2 hours the first time around (included extensive troubleshooting , which confirmed that it was a faulty part) and I am not willing to continue wasting time with individuals who have no credibility. My case number is [redacted], although it would not surprise me if the tell you they have no record, I've seen that excuse frequently on this site where you then close the case. Nor will I accept a determination that they have attempted to contact me to no avail, another popular reason why you drop cases. I assure you, I want this fixed, I want to be treated as is my right under the law. Even your organization seems to give them an easy pass. I will NOT ignore or not respond to any attempts they may make to contact me for resolution. If the tell you otherwise, you will also lose credibility.Desired Settlement: I want either prompt and professional service (all materials necessary to return the laptop and timely return in perfect working order) or I want a replacement. And I do not expect to bear financial responsibility for any of this. The damage is absolutely not user-related, they know that. AND if they come back to the Revdex.com claiming that either 1) they have no record of me or 2) the attempted to contact me, I request that I be contacted personally. Certainly, the consumer should have the courtesy of confirming the veracity of what big businesses claim.

Business

Response:

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

Consumer

Response:

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

They consider the matter closed because they claim to have attempted to contact me 3 times. I reviewed their dates and in my land-line phone log there are calls marked "unavailable" for all three dates they claim, but no phone number. They also occurred during work hours, and my home voice mail is not functional. They have both my e-mail address and cell phone number. I do not consider this a good faith attempt. I have since left them a phone message, although in San Diego it is not yet 3PM. Why do they not answer calls during business hours? Please follow up. Thank you.

Regards,

Review: I bought Toshiba Laptop in September of 2012 online from Toshiba America Information Systems, Inc. webside. When I received this brand-new lapton, I noted that the LAN port in this lapton doesn't fit the standard ethernet cable adapter, and it was too loose when the ethernet cable adapter was pluged in. It often lose internet connection and I had to hold it during using. Because of its light weight, I bought it only for e-mail checkig when I travel abroad and I didn't use it when I stay at home. So I use it very rare in the past. Recently I found it was almost unable to connect to internet even thought I hold the ethernet cable adapter. I looked it again carefully and found that the LAN port in my TOSHIBA lap top was totally different from US standard LAN port in router, computer as well as other devices in USA. It seems the design problem, not the product defect. I called Toshiba many times but they refused to take responsibility and said it is out of one year warranty. But I believe Toshiba still has the responsibility because the LAN Port they installed in my laptop does not fit the US standard Ethernet cable adapter and it is the design problem, not the defective product, and they shall recall and change this type of LAN port at their costs.Desired Settlement: The LAN port Toshiba installed in my Laptop does not meet US standard and doesn't work properly, and it can not be repaired. I want refund.

Business

Response:

A TAIS representative was in contact with our customer on 01/22/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/2013 “How Long Does the Standard Limited Warranty Last? One (1) year after the date of your purchase (“Limited Warranty

Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we

consider this matter closed.

Consumer

Response:

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

I believe that Toshiba still has the responsibility even thought it is out of warranty because the LAN Port they chose and installed in my laptop did not fit the US standard Ethernet cable adapter and it is the design problem, not the defective product, so they shall recall and change this type of LAN port at their costs.

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 01/22/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/2013 “How Long Does the Standard Limited 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. The customer had not called in with this issue on the LAN port until 01/16/2014, which at that time; the unit was out of warranty. The customer is now responsible for any technical assistance or repairs. 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 LAN port in my TOSHIBA lap top was different than US standard LAN port in any of router and computer in USA and does fit the Ethernet cable adapter. It is a design problem, not the product defect. There is no way to repaire it because the new LAN port will still have the same problem if Toshiba does not change the design of LAN port. So this is the design failure and has nothing to do with Warranty. Toshiba shall take full responsibility and recall this type of LAPTOP and fix the problem at their costs.

Regards,

Review: bad touchpad

I sent in my laptop because of bad touchpad..touchpad would click off on its own while moving.and click&hold would also happen while just moving cursor..I got laptop back but same issue..repair invoice just mentions operating system was restored..issue is not fixedDesired Settlement: either fix it or replace laptop w/ equivalent laptop..

Repair Order Summary

Repair Order Number: TC-10429010

Ship Method: Customer Self-pack / Self-ship

Computer Model: Satellite L55-A5226

Model Part Number: PSKLAU-01200E

Serial Number: [redacted]

l55 series seems to have common trackpad/touchpad issue on amazon http://www.amazon.com/Toshiba-L55-A5284-15-6-Professional-Laptop/dp/[redacted]/r...⇄ />
Business

Response:

A TAIS representative was in contact with our customer on 02/13/2014. TAIS has apologized for any inconvenience and has offered to provide a service work order for the customer to ship their unit to our VIP service for diagnostics and repair in accordance to the warranty. Currently the customer is waiting for the box to arrive to ship the unit in to our engineers. At this time we consider this matter closed.

Review: product came with 1 year manufacturer hardware warranty. they insist it is software related and try charging for service plan instead of fixing,.purchased refurbished march 2015 from [redacted] paying $224. did not use device until may 2015 and discovered issues with wifi. Speeds were 10x or better on every other device. Called support they accused me of having a virus, and other issues, and insisted I do a factory reset. I did that, resulting in same issues... when I called back, they informed me I did it incorrectly?? They then tried to sell me a service plan to help fix the software issue. They also told me I had to contact the router manufacturer and change some settings to make the laptop connect correctly (can you imagine going to a hotel, unable to connect good, and asking them to be able to modify their router settings so my laptop will connect correctly?) I then called [redacted] (case # [redacted]) who remoted into my laptop, did several tests, and after 40 minutes determined it was NOT a software issue. I called back to inform Toshiba of such, and the hardware people insisted it was software and sent me to their support, where they proceeded to try to sell me a $159 support plan (for my 2 month old $224 laptop). I declined. Even after I insisted it wasn't a software issue. They then disconnected their remote session and informed me it was an internet issue with my ISP, even though other devices in the house are achieving 2-4 times the speed WHEN CONNECTED (while connected with [redacted] we eliminated ALL other connected devices and still got less than 2mbps connection).so while I purchased a Toshiba laptop (based on past experience) for my mother to replace her aging laptop... I'm now left with a laptop that is useless to me,.Desired Settlement: DesiredSettlementID: Other (requires explanation)

if a working replacement cannot be provided, a refund would be desired.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

customer was informed that the issue they have from their computer in regard to

WIFI is software related. In accordance to the Standard Limited Warranty (SLW)

fixes to any software related issue is not covered thus, the support from our

Software department (+Care) is a subscription based. 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.

[redacted] support remoted in to this laptop, and ran their diagnostics, and found there was NO SOFTWARE ISSUES. case number [redacted]. Toshiba is not willing to honor their warranty. They are selling defective products, and when they need repair they are forcing customers to purchase service plans in order to repair them.

Regards,

Business

Response:

A

Toshiba America Information Systems (TAIS) representative has reviewed our

customer’s complaint. After doing research TAIS has determined that the

customer’s issue is a software related issue. TAIS found that the customer is

entitled for hardware repair however for any third party related software

issues, this should be handled by our +Care department (software department).

The issues our customer is experiencing (software updates) were due to third

party applications that can be fixed by the department mentioned which is a fee

based support. This is beyond the coverage of the standard limited warranty. Our

customer may contact +Care department 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.

this laptop has no additional software loaded on it. I brought up the system exactly the way I have purchased it. [redacted] remoted in and verified there are no software issues. Any software that is on this computer was placed there by Toshiba. It is very disappointing that Toshiba's only interest is in selling Support plans for computers that are still covered under factory warranty.

Regards,

Consumer

Response:

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

Hello [redacted],

Review: I have repeatedly called business technical dept requesting label to mail computer and advised that could not I had to print out the label but website

I purchased laptop on 02/07/15 from Office Depot and on 04/03/15 I received a system warning stating that I need to turn off computer immediately and return to service. I have been trying to return my laptop to toshiba for repair but because their system is not functioning it is not allowing me to print a ship self label and when I call about the issue I am constantly being told that they can send me a prepaid label for $29.99. I should not have to be penalized for your website having issues and as a courtesy a label should be sent at no costDesired Settlement: I am wanting a prepaid label sent at no cost to me because of their website having issues should not inconvenience me from sending a self ship box to have my computer repaired and constantly being told the samething over and over

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. Advised our customer that I

will create a prepaid shipping label and send it thru her email address, however

our customer has informed us that she was able to print the self-shipping label

and shipped the unit going to our repair facility yesterday. Since the unit was

shipped out going to our repair facility advised our customer that we will

monitor the repair process by our technicians and give an update. 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: I have shipped a laptop back 4 hardware malfunctions twice and it is still broken. I want a refund.

We originally purchased 4 Satellite L40 Laptops from Toshiba. They all have had hardware problems related to the touchpads and power consumption. I have had to ship them all back for repairs, two of them multiple times. I am now working with the last laptop which is still broken. This laptop was originally sent to the Toshiba repair facility with a power issue which caused it to shut down randomly. They fixed this but sent it back with a broken touchpad. I sent the laptop back to fix the touchpad and it arrived with a broken touchpad again. The pad is physically dislodged and the right clicker does not work. This is now the third time I will have to ship it back, and I strongly would prefer a refund. All 4 of the computers we purchased have had hardware issues, and I have now twice received computers back from the repair facility with the same problem that I sent it in to be fixed. As the Information Technology officer at a small business, I have spent days of my time working on these computers, setting them up for staff multiple times due to unnecessary reformatting at the repair facility, and the time it has taken with Toshiba support on the phone. I am requesting that Toshiba provide me with a refund for the one remaining computer that they have not been able to fix properly. They have already had two tries to fix this laptop, and it is unreasonable for me to have to ship it back a third time to be fixed. My company wants a refund for this machine.Desired Settlement: I am requesting a refund for this single laptop which still has a broken touchpad. It is unreasonable for me to wait for repair a third time or to expect that the Toshiba repair facility will be able to resolve the issue after two attempts already have not been able to fix it. Toshiba has said they will not offer me a refund but since this has taken an extreme amount of my time away from my other tasks and sales at my job, has been going on for now months, and there is no reason to expect that

Business

Response:

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

Review: Toshiba and it's affiliated company Toshiba Direct refuse to acknowledge warranty coverage for a laptop damaged during manufacture.

I purchased a laptop from Toshiba on 12/16/13, directly from their manufacturer's website. Upon receipt of the laptop on 12/23/13, I noted a crack across the screen. In the past two weeks, I have attempted to contact Toshiba regarding this issue multiple times. I've mainly been bounced between Toshiba's customer support line (###-###-####) and the support line for Toshiba Direct (###-###-####). The representatives for Toshiba inform me that Toshiba Direct (who manages the direct-from-manufacturer ordering, along with the website http://www.toshiba.com/) is a completely separate entity, and that any warranty claims or requests must go through them. I cannot find any supporting documentation online providing a clear separation between Toshiba and Toshiba Direct. When attempting to contact Toshiba Direct, I am told the opposite -- that all warranty issues and claims are to be directed through the manufacturer, and that I have to call Toshiba.

Eventually I was able to reach Toshiba's escalation force, who again said that warranty claims had to go through the third party retailer (in this case, Toshiba Direct). They then said that Toshiba's 1 year warranty only covers manufacturer hardware defects, and they would not cover a screen that was damaged during the manufacturing process. Computer hardware is defined as the physical components incorporated in a computer, which would naturally include the screen. Toshiba refused to acknowledge this, and could not explain where in their warranty that the screen was not considered "hardware" or was not covered. When asked if I could speak to or be transferred to their legal department, I was informed that they could not provide me with that information, but I would be able to find it online. Toshiba does not have contact information for their legal department on their website.

The information for the laptop, and the purchase thereof, is as follows:

Purchase Date -- 12/16/13

Shipping Date -- 12/23/13

Problem Date -- 12/23/13

Model Number -- ZD130733S

Order Number -- [redacted] Account Number -- [redacted] Sales Representative -- UNKNOWN (online order)

Payment Amount -- $1,562.18

Payment Method -- Credit Card (American Express)*

*I have already called American Express, and am pursuing coverage through them for damage, until I receive a direct answer to my complaint from Toshiba or it's affiliated companies.

Other specific details -- The laptop was damaged upon receipt, in the packaging. Due to the nature of laptop shipping (i.e., they're shipped closed) it is not possible for this type of damage to have occurred in the shipping process. Therefore, the damage would have occurred during manufacture / assembly, and would fall under Toshiba's manufacture hardware defect warranty.Desired Settlement: I am seeking repair or replacement for the laptop. I purchased a new laptop, and would expect it to arrive in new condition. Damage to the screen is unacceptable.

Business

Response:

A TAIS representative has been in contact with the customer. An RMA (return material authorization) has been set up for the customer to return this unit to Toshiba Direct. The RMA and return label was sent to the customer on 01/08/2014. At this time we consider this matter closed.

Review: I purchased a laptop (Toshiba Satellite [redacted]) through [redacted] on 2/22/14. I have been experiencing issues with the DVD not reading discs. Since I purchased an extended 2 yr. warranty on top of the existing 1 year manufacturer's warranty when I bought the laptop, I called [redacted]'s [redacted] warranty center on 2/19/15 to see about a repair or replacement. [redacted] told me that I was still under the manufacturer's warranty and they provided me with Toshiba's customer service number. I spoke with someone in tech support at Toshiba about the DVD drive not working and the tech representative told me that my warranty was up as of 12/21/14. I called [redacted] again to let them know what the tech told me, and they said that they cannot do anything unless Toshiba sends a letterhead stating that the warranty is null and void. Consequently, I went to Toshiba's website and that date of warranty expiration (12/21/14) was confirmed for my serial number. However, that date of expiration is not a year from the date of purchase. The manufacturer warranty information provided with the laptop clearly states that warranty is valid a year from date of purchase. So now, any repairs that Toshiba would perform would cost me out of pocket. There has been no physical damage incurred to the device since date of purchase. Had there of been an accident, I could have claimed that through the warranty I purchased through [redacted]. The product is simply defective.Desired Settlement: I would like Toshiba to honor the warranty agreement that accompanied the device and/ or contact [redacted] to inform them that they must comply with their agreement to repair or replace the defective device as the manufacturer's warranty is expired. As this complaint will be received or processed after the actual expiration date of the warranty through Toshiba, I would like this to be honored retroactively.

Business

Response:

A Toshiba Am[redacted] Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 02/23/2015, 02/24/2015; 02/25/2015 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: In late Jan 2014, I purchased a Toshiba laptop computer for our Christian ministry. Within a few weeks I noticed a noise when I opened the lid/screen and thought perhaps it was "normal." Noise got louder and I looked and noticed the upper left corner was loose. Took it back to the Best Buy Geek Squad around May or June 2014, still under warranty. They said the "plastic parts" were not under warranty but they could send it in and perhaps they would fix it, said it would take a few weeks. Or, they said to take it to a local Toshiba place; I did and the tech person said one or both of the upper hinges were broke, saying the parts and labor would cost up to $300. Said to call Toshiba and explain it all and perhaps they would fix it at no charge since it most likely was purchased broken. I called Toshiba and even talked to a supervisor, who told me if I had "taken it in immediately" they would have perhaps fixed it, but now too much time has gone by." I explained I have been taking it to different places and getting different opinions everywhere and now time has passed and they used that as an excuse to not fix an issue that was there before it was taken out of the box upon purchase. This has been a confusing mess and our new Toshiba laptop, which obviously had a flaw in the hinge when I bought it, is still broken, they will not fix it, and I cannot take it with me on our international mission trips because of the risk of it breaking all-together. So, don't purchase a Toshiba laptop because it may have a flaw and the costumer service and warranty "loop holes" have convinced me to never use Toshiba again.

Product_Or_Service: Toshiba Laptop ComputerDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for Toshiba to either fix the broken hinges and any other problems connected to it all, or to give me a new replacement computer.

Business

Response:

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

Review: I called Toshiba on June 20th regarding my daughter's laptop that was behaving unusally. I was trying to explain what was happening to the representative. He was obviously foreign and don't think he understood everything that I was saying. He had me take the battery out and keep the power cord plugged in to see if the computer would run. It did, so he told me that it was obviously the battery and that they would send me a new one as my computer is under warranty. He told me that he would need my credit card to guarantee the battery. He said that the money would not be taken out, just listed as a pending charge. I said ok, my first mistake. Twenty minutes later I checked my account and the money was taken out. My second mistake was that I didn't call back and cancel the battery and talk to someone else. I figured a few days wouldn't be bad...so I let it go. I received my new battery on June 23rd. It was too late in the day for me to mail the old one out right away, but I got it packaged and ready. On June 24th I send it out. I kept the tracking number so that I would be able to verify that it had been picked up and delivered, I had to use a UPS drop box and was uncomfortable about it. On June 26th the tracking number showed that the battery had been delivered. I waited 24 hours for them to refund the money. It still hadn't been refunded so I called the customer service dept. I was told that I needed to contact tech support, because it was a charge they did. So I called tech support. The first representative told me the battery was returned, but would take 1-2 months for the money to be returned. I expressed that that was not acceptable. She put me on hold for several minutes and then came back to say it would be 7-10 business days. While this is somewhat more reasonable, since I had been told the money wouldn't be taken out in the first place...I felt that was still too long. I asked to speak to a supervisor. I was told that no supervisor was available and given a case number and asked to call back in 30 minutes. I called back and asked to speak to a supervisor. The representative told me that he would help me and so I gave him my case number. He informed me that they don't have the battery. I told him I knew better and the conversation ended with me hanging up very angry. I waited until I had calmed down and called back again. This time I got a young sounding girl who said her name was [redacted] (I think, it was hard to understand). I requested a supervisor, but she wouldn't transfer me. I gave in and told her my situation. She put me on hold and came back a couple of minutes later and explained the 7-10 days. She was apologetic about the situation. She put me on hold again to check something. When she came back she told me she was going to transfer me to a supervisor. I waited for the supervisor. It was while waiting that I started this complaint. The supervisor was apologetic and, after listening to the situation, said that she would help me get my money refunded asap. She told me that her notes did not indicate that the battery had been returned yet. I have the tracking number to her and she told me she needed to escalate this to get the money refunded today. She said that once they were able to verify that the tracking number had been delivered they would credit my bank account. She stated that when this was done she would call me personally to let me know and that it would be done today. I have very little confidence that this will be the case, but I am hoping. I am still filing this, because of my lack of confidence.Desired Settlement: I would like to have my money returned to me. Nothing more, nothing less.

Business

Response:

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research TAIS found that the full authorization reversal is already processed last 06/27/2014 for the amount of $100.40 and for the Transaction Ref No: [redacted] and the Authorization Code:[redacted]. If the customer has any questions or concern they may contact as at ###-###-####, at this time we consider this matter closed.

Review: I bought a toshiba laptop in apirl and since the moment I bought it the lap top was not working. I depend on my computer to take my online classes which is difficult if it is not working. I have contact toshiba and they asked me to send them twice to get it fix and gave it back to me with the same issues I bought it with. The mouse freezes , mouse disappears, the wifi dosent work, computer doesnt charge, and screws are missing . Every time I call they pass me from person to person yet no one helps me with this broken lap top . I been without a working computer and have spend hours on the phone with them. Today alone it was two hours and nothing was resolved. I cant afford to send the laptop to them for a third time since going to library is no longer an option because my kid is sick which is why I took online classes. I am not asking for anything fancy I just want a usable laptop that reflects what I paid for . The laptop is still in warranty and I given them amble time to fix this laptop and they haventDesired Settlement: I want a functionally laptop that is not as defected as this one sending my laptop to them without having one is no longer an option since I am in school . II have already send it twice and problem still consists . I just want them to send me a exact laptop with out all the problems

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 unit was repaired last 11/03/2015 and delivered to our customer's location last 11/06/2015. After more than a moth our customer called us 01/17/2016 to report an issue with the unit. Our customer was able to speak with one of our technical support representative and they found out that the computer has a software issue. Our representative has offered to process troubleshooting on the unit, however our customer declined. Based on our records the computer has a software issue that can be resolved by performing troubleshooting and run some diagnostic program. If our customer has any questions or concern they may contact us at 855-674-3553.

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,

Called a lot earlier than 1:17. I was made to hold for over 1 hour and finally I could not hold no more and hung up. I had received the computer back with a crack where the adapter which they supposedly fixed. The computer will not charge anymore so this is not just a technical problem. I have not refused service in fact and 129. I was told that if I wanted my computer fixed I would have to show them a proof of purchase receipt and a picture of the damage that I had received. I did so like asked by the customer relations specialist. She had told me that she would be contacted within 24 hours of my reply to their email. I still have not heard from them so I called them back on 1 on 2:15 and I'm still waiting to hear from them. By far this has been the worst service I have ever received. It is sad that a company does not stand behind their faulty product. Then try to blame a customer for being tired of calling the company to fix something. I have looked at my phone records and total I have made over 40 calls to the company and have not had anything result.

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 been contacted by one of our case managers and has advised that based on the pictures that they sent the physical issue of the computer is out of scope meaning the issue is not covered by the standard limited warranty of the unit. Our representative still offered to send the unit to our depot repair facility to check the issue and the physical condition of the unit as well. Our customer was advised that if our depot technicians found out that the issue is out of scope they will be quoted for the amount of the repair in accordance to the standard limited warranty of the unit. Our customer declined the offer and they requested for an email. Our representative has advised that they will send a copy of the warranty that indicates that the damage on the unit is out of scope. If our customer has any questions or concern they may contact at 855-674-3553.

Review: This is now my 3rd attempt to resolve the issue I'm having with the laptop I purchased in July of 2014.

I have contacted your Customer Relations dept. on several dates please see below. I have paid $28.00 to ship my laptop, only to have it return with the same problem. At this time, I have call numerous time, only to be told I needed to wait for a prepaid return box and shipping label to be sent to my home so I can send my laptop back for the second time. It has been 2 weeks still, no prepaid shipping label. I explained I need my laptop ASAP I'm currently in the middle of 2 8-week classes; this is an emergency. I also requested a loner laptop while waiting. I'm paying for 2 college classes with no laptop.

Last contact was: 11/18/2014 - [redacted] Problem - Keyboard keep freezing up. When this happens I cannot resolve any over the phone solutions.Desired Settlement: This seems to be a hardware issue consumers are having, according to you service forums I do not wish to be apart of the group.

Refund my college classes @ $278.00 per credit hour

Business

Response:

A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will create a VIP repair and send her computer to our Toshiba Engineers to have diagnosed and fix the issue. 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 laptop and insurance plan from Toshiba Direct on 7/14/15, and I paid for it using my [redacted] account. Toshiba used [redacted] to deliver the laptop, which sat in the [redacted] facility from 7/29/15 through 8/5/15. I phoned [redacted] and Toshiba, daily, to find out why my laptop was being delayed. No employee at [redacted] or Toshiba Direct could tell me when my laptop would be delivered to [redacted], **, my location. Thus, I phoned both organization on 8/4/15 and told them to cancel/return the laptop as I would not accept it because it had been delayed too long. About a week later, I looked online at the [redacted] tracking info and saw that the package was delivered to [redacted] on 8/6/15; however, I did not have the laptop. I made phone calls to both [redacted] and Toshiba to get my refund since I had canceled the order and had told [redacted] that I would refuse delivery. At that point, the finger pointing began between Toshiba and [redacted]. Neither organization would take responsibility for helping me and told me that the other organization would resolve the issue. That has not happened! I filed a claim with [redacted], [redacted] and Toshiba Direct. [redacted] denied my claim because Toshiba produced a signature indicating the package was delivered. [redacted] paid the claim to TOSHIBA, not me. Toshiba Direct closed the claim without consulting me. Yesterday, 8/30/15, I found that my company, where I had the package delivered ([redacted]), had the laptop sitting in the office of the IT department. I do not know for how long it sat there. The bottom line is that Toshiba Direct received 2 payments for the same laptop--1 from me and 1 from [redacted]. Both Toshiba and [redacted] refuse to help me get this laptop returned and my monies refunded. I am stuck with a laptop that I do not want.Desired Settlement: I wish to have all of my monies refunded back to my [redacted] account--that includes the cost of the laptop, shipping and the insurance plan for the laptop. I want this laptop returned to Toshiba.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research based on the records of Toshiba Direct the computer was shipped last 7/23/2015 under [redacted] tracking # [redacted] and the package arrived at the [redacted] location last 7/29/2015 in [redacted], **. Our customer was advised that the unit was with [redacted] and still in transit per the [redacted] tracking and since the customer's delivery address was in a remote area of AK it can take longer for delivery as a 3rd party is used to deliver the package to the final destination. Our customer was advised and provided a compensation for the delay due to Lithium Ion Battery Declaration to [redacted]. Toshiba Direct refunded the shipping charge to our customer, our customer requested to cancel the order so that Toshiba Direct asked [redacted] to stop the delivery and return the package, however they advised that the package was already take place by their 3rd party vendor [redacted]. Our customer was provided a Return Authorization (80123494 and a return [redacted] shipping label ([redacted]) if they wished to return the product for full refund. According to Toshiba Direct our customer has acknowledged the receipt of the computer and they can still return the unit under the return Authorization that they provided. 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 email with the RMA information referenced by the vendor has expired. Further, there was no shipping label attached to the email. Finally, as the vendor acknowledged, I live in a remote part of Alaska. Thus, how do I get [redacted] to pick up the package when the vendor issues a new RMA with an attached shipping label?

Review: TOSHIBA DIRECT REPRESENTATIVE [redacted] IS UNPROFESSIONAL AND IS NOT ALLOWING ME TO RETURN A PRODUCT THAT IS NOT ADAPTABLE TO MY LAPTOP, WHICH I WAS MISINFORMED ABOUT PRIOR TO PURCHASE. I USED THE CHAT NOW FEATURE ON THE WEBSITE TO ENSURE THAT I WAS BUYING THE CORRECT PRODUCT PRIOR TO PURCHASE. THE ONLINE REPRESENTATIVE MISINFORMED ME, THE ADAPTER DOES NOT FIT, AND I NEED TO BE REFUNDED BY TOSHIBA, IT IS THEIR FAULT THAT I BOUGHT THE WRONG ADAPTER FOR MY LAPTOP.Desired Settlement: Refund!!!

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s return was processed and a credit was issued to our customer’s credit card last 8/17/2015 under invoice number [redacted]. Our customer may check with their credit card company on how quickly they post credits. At this time we consider this matter closed.

Review: I have two toshiba laptops both with 3 year accidental damage warranty.

The 1st machine failed after a few months. Toshiba had to replace the system board multiple times since the sent the customer technician defective parts. They finally fixed the machine and sent me a letter canceling the warranty.

My second laptop arrived defective. They fixed it.

After less than a year the system board and display failed. I opened a problem report to get the machine fixed onsite. The customer technician did not call to setup an appointment until we escalated.

The technician called and scheduled an appointment for today (Saturday) at 10am. He did not show up. We called toshiba who told us they do not provide Saturday service and blamed us for not having setup an appointment to have the machine repaired. We escalated to a supervisor who did not help.Desired Settlement: Repair the laptop without canceling our warranty and reinstate the warranty on our other laptop.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

found out that our customer has been contacted by 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 repair. Our 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 location. TAIS has apologized for the

inconvenience and all the delays our customer has experienced. 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 waiting for the technician to be scheduled, ensure the system is repaired and Toshiba does not cancel the warranty after completing the repair. In addition, this response does not address the other part of my complaint around their having cancelled my warranty on my other Toshiba laptop after they repaired it the 1st time. I had asked that Toshiba reinstate the warranty on this system

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS found out that the unit was repaired and the repair service was completed last 4/28/2015 and the parts of the unit that is not in good condition were already replaced. At this time we consider this matter closed.

Consumer

Response:

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

they did not address my concern about their having cancelled the warranty after repairing my other toshiba laptop.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS)

representative has been in contact with our customer. TAIS informed our

customer that we’re currently working on his case and we’re still coordinating

to the 3rd party vendor ([redacted]) regarding on his Extended

Service Plans that were cancelled. If our customer has any questions or

concerns 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.

The toshiba rep told me they have called their subcontractor multiple times but have kept being transferred to the general number. They have not yet resolved the open item. I told the toshiba rep that I am waiting for toshiba to resolve the open item and I will then consider the matter closed. The toshiba rep said they did not expect me to accept the matter closed until they had resolved the open item.

Regards,

Review: I have had an issue with the device since I received it. I called for technical assistance and was told that I would need to pay to have the issue fixed. I have had the device for about a month and I refuse to pay to fix something that came to me broken. I asked to return the device as it came to me in this condition and I need the device for school. Every representative that I spoke to was of no assistance and refused to listen to what I had to say. They kept saying that I need to do trouble shooting on the device which I already tried as I did a complete factory reset and it did not fix the problem. The way I have been treated is absolutely unacceptable. When I asked for corporate information so that I could contact them further the representatives refused to give me the information I asked for.Desired Settlement: I want to return the device and receive a full and complete refund. I need the device for school and this is setting me back in my studies. I need to receive a refund so that I can purchase a device that actually works.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

found out that our customer was offered Premium Support Bundle (PSB) by [redacted]

which is a Software department and explained to the customer that the issue of

the computer is a Software related issue that is not part of the Standard

Limited Warranty (SLW). If our customer is willing to avail the support from

[redacted] they may contact ###-###-####. At this time we consider this matter

closed.

Review: I ordered this laptop 6/2013 as my college graduation present to myself. Three months later, it crashed and would not boot. I brought it to an authorized service provider for repair, but they did not receive any help from Toshiba in trying to repair the computer after a week of being there. I then sent it to Toshiba's repair place in [redacted]. I did not receive my computer until A MONTH later. I then found out they reset the computer to factory defaults losing components of the computer I purchased (such as the activation of microsoft products and security features). Two weeks later, the computer crashed AGAIN. This time, before sending it in, I filed a complaint with them, then received a call from them about trying to expedite the process. I received the computer back and received another call. They said that I should not send my computer in again if something were to happen. The computer has come up with the same problem that I sent the computer in with before ("No bootable device- please restart system"). I tried calling in like they told me, now I am getting the run-around. A person I was in contact with is Ms. [redacted], or something around that.Desired Settlement: I would like an upgraded computer from the already expensive one ($2,600) I purchased or my money back.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS has advised our customer that we will go ahead and escalate his case over to our Order Desk Department for review of other options and evaluation, our customer agreed. This case was already forwarded to our Order Desk, at this time we consider this matter closed.

Review: Part Number[redacted] Serial Number [redacted] The cooling fan on my laptop purchased on 12/11/13 has failed. I tried to call technical support only to get hit with a "be prepared to pay" to even be able to talk to someone to report the failing fan and arrange service. Unfortunately, I do not have the spare $50 to even request warranty service, let alone the additional $30 to actually send it in so you can fix your own defect.

I also tried contacting Toshiba through their Facebook page. I was met with one of the most unhelpful customer support representatives I have ever dealt with.Desired Settlement: I would like for a replacement cooling fan sent to me. I am fully capable of installing it myself and assume the risks of doing so.

I would also like for Toshiba to change their warranty claim process to eliminate the unnecessary charges when the problems are caused by product defects.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 09/012/2014, 09/16/2014; 09/17/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.