Toshiba America Information Systems Inc

Review: Issue with laptop screen and having to pay for an in warranty repair only to be told it is not covered.

I purchased a Toshiba laptop model C55T-A5218 on 8/27/13 for $429.99 from Best Buy.

It is a touch screen laptop and it has only sat on my desk since the date of purchase.

The week before Thanksgiving, I noticed a very straight colored line about an inch and a half long in the middle of the screen towards the bottom. I called Toshiba's tech service and after about 1\2 of trouble shooting the girl determined that it was an in warranty repair, cover free of charge and sent me a link with the information on how to proceed and hung up.

I click the link to see what the instructions are to follow only to find out that I must now pay $24.95 for the box and label. I can pack it myself, by it is STRONGLY advised against and with the fear that if it comes to us broken it is the consumers fault. When you call back to complain, they are all prepared with their "too bad, that is the way it is" answer. I asked several times if there was somewhere locally to take it for repair and was told that the depot in California is the only option.

On 12/6/13, my order was received for repair:

Repair Order Summary

Repair Order Number: TC-10413308

Ship Method: Prepaid Depot Shipping Box

Computer Model: Satellite C55t-A5218

Model Part Number: PSCF6U-02H00L

Serial Number: [redacted]

And later the same day I receive this email;

Dear [redacted]

Your RMA has been received; however there is a delay in processing it as it has (DAMAGE), which is not covered under the manufacturer warranty. Cost of the repairs (all amounts are USD) NOT COVERED UNDER WARRANTY

Parts: $362.19 LCD

Labor: $60.00

Total: $ 422.19

If you would like to continue with the repairs for your laptop, please return the completed and signed credit card form by one of the following methods:.

Toshiba Repair Depot.

Best Regards,

Repair Center

Customer Service Representative

No information about what kind of damage is given and because of the time difference, I don't see this email until Saturday morning. I am panicking and my original thought is that it was damaged in shipping. I do get one customer service person on the phone on Saturday that tells me that damage is a crack on the inside of the screen. Somehow this leads me to believe that this is what I sent it in for, but I am not really sure, because I have not yet been told by the tech. I have to wait until Monday for that and I have to call another customer service person on Monday.

I was told to call ###-###-#### about my repair. I called 4 times and left a message 3 times and never received a call back. I emailed from [redacted] with very up close pictures showing me a small crack, so I assumed it was the same thing I sent it in for.

If indeed this is a crack on the inside of the screen, it would be because of a defect in the glass. This is adult owned touch screen machine that has had very little use and had not been removed from a desktop. It is also completely illogical because of the size, location and complete straightness of it, that this is customer damage.

The techs really need some way to assess damage before they force a customer (which I will check on the legality of that in NY State also) to pay $24.95 to say "you did it".

I did have the wonderful experience of speaking to Toshiba's trained "Oh, gee that's too bad Ma'am, but that the way it is because we don't really care" desk twice.

And they can justify charging me $422 + $24.95 to fix a laptop that cost me $429 less than 3 months ago.

I get a note in my box saying it was sent back to me because I did not contact them in a sufficient about of time.

And on 12/16/13 after having my broken laptop back for 3 days, I am getting notices about shipping boxes to me and repairs for the same order.

I get a note in my box saying it was sent back to me becauseDesired Settlement: I would like Toshiba to correct this and replace this laptop with out any additional charges or repair it without any additional charges.

Business

Response:

A TAIS representative has been in contact with our customer. TAIS received the customer’s unit on 12/06/2013 in our repair facility with a Damaged Touch Screen, which is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. The unit has been delivered back to the customer unrepaired via Fed Ex tracking number 5[redacted]84. At this time we consider this matter closed

Review: TOSHIBA TV MODEL #[redacted], SERIAL NO. [redacted] THIS TV IS NOT 4 YRS. OLD. HAS BEEN DIAGOSED WITH DEFECTIVE HARDWARE WHICH PRESENTS ON THE TV AS A SOLID HORIZONTAL LINE ACROSS THE WIDTH 1/3 OF THE WAY DOWN THE SCREEN. ALSO VERTICAL LINES THAT COME AND GO IN BUNCHES OF ONE OR MORE ACROSS THE ENTIRE SCREEN. CALLED, EMAILED STILL NO RESPONSE AFTER 2 WKS. SO I CONCLUDE THAT YOU WILL NOT HELP ME OUT WITH THIS PROBLEM. REALIZE THE WARRANTY IS UP, BUT DOES A 400.00 TV FAIL IN 3 YRS. THE REPAIR WOULD COST ME 100.00 FOR THE CALL, THEN THE LABOR AND PLUS PARTS. AFTER SPEAKING WITH SEVERAL PEOPLE THE REPAIR WOULD PROBABLY COST ME AS MUCH AS GETTING A NEW TV. I AM ASTOUNDED THAT THIS PROBLEM HAS OCCURRED. I HAVE A TOSHIBA TV THAT IS 12 YR. OLD AND RUNNING BEAUTIFULLY. HAVE HAD NOTHING BUT TOSHIBA TVS FOR THE LAST 20 YRS OR SO. LOVE THE QUALITY, PICTURE, ETC... BUT THIS IS NOT ACCEPTABLE. I ASKED FOR SOMEONE TO RESPOND TO MY EMAIL WITHIN A DESIGNATED TIME FRAME. NO RESPONSE, DECIDED TO FILE MY COMPLAINT. SOMEBODY NEEDS TO KNOW AND REALIZE THAT WHEN YOU PAY ALOT OF MONEY FOR SOMETHING, IT SHOULD LAST MORE THAN 3 YRS. [redacted] Product_Or_Service: TELEVISIONDesired Settlement: DesiredSettlementID: Other (requires explanation)

YOU CAN SEND ME A REPLACEMENT TV, SEND ME A CHECK FOR A NEW TV, OR CONTACT ME FOR ANY FURTHER ACCEPTABLE OUTCOME . I HAD TO PURCHASE A NEW TV ALREADY AS THE ONE WE HAD, THE TOSHIBA WAS GETTING WORSE EVERYDAY. SO... I OBVIOUSLY DID NOT GET ANOTHER TOSHIBA TV. HOWEVER I AM WILLING TO DISCUSS A FAIR RESOLUTION TO MY PROBLEM.

Business

Response:

A TAIS representative was in contact with our customer on 11/20/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 07/06/2010. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Consumer

Response:

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

Regards,

We bought Toshiba laptop in June of 2013. Since than the computer was sent to authorized dealer 4 times( 3 in USA). LCD projector was replaced three times. Computer spent time being repaired than used. We spent numerous hours on the phone with Toshiba representatives. We filed a complaint with General Attorney Office(VA) asking for money back and they insured us that computer will not break again. In mean time, we purchased a new computer and Toshiba laptop is just sitting on the shelf.

Review: I own a 65HM167/177 TV with a faulty DLP chip. Toshiba said they'd send me a new chip due to it being faulty and I never received one.

I purchased a Toshiba 65HM167/177 TV and when purchased I was told it had approximately 8000 hours of TV life to it. I've used it maybe 2000 hours and about 4 months ago I started to notice white spots. My warranty through Sears had expired so I called Toshiba. They informed me that it was a faulty DLP chip and that even though my warranty had expired they'd send me a replacement chip with instructions on how to replace it. The representative informed me that Toshiba acknowledged it was a faulty chip. I still have not gotten the replacement part or any offer for repair. When I called back 7/17 I was informed that it is not a faulty chip and the representative I spoke with told me "tough luck" and when I asked to speak with a supervisor I was hung up on. I called back and asked to speak with a supervisor and the representative asked me what the nature was. I informed them of my issue about being told I'd get a replacement part and hadn't received it. They told me there was nothing on file and that she couldn't tell me if Toshiba acknowledged it being a faulty chip since they are not made aware of that kind of info. I asked to speak with a supervisor again and was informed the supervisor was not in and was asked for my personal information and I would receive a call back later that day or the next morning. Today is 7/25 and I have not received a call or anything form Toshiba. After spending over $3500 for the TV I would just like for it to give me the 8000 hours Toshiba stated it would give me.Desired Settlement: I want for my TV to work. A replacement DLP chip or a TV equivalent to mine is what I am seeking.

Business

Response:

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

Review: my laptop computer hinges were defective from the time of purchase. they always creaked, now they crackedi purchased a laptop in novenmber 2012, from the beggining when ever I opened it up the hinges creaked. this condition worsened and now they cracked, and it caused the bezel around the screen to crack as well. I sent the unit to toshiba for repair. they determined that the product was broken from physical abuse. I told them I never dropped it and that over time the hinges that always creaked started to crack and when I closed the unit the bezel around the screen started to crack as well. they told me that the opening and the closing of the unit was physical abuse. how was I to know that a creaking unit would turn into a cracked unit. I was then told that even if I reported the creaking hinges to them the day I got the laptop I still wouldnt be covered as hinges are never covered. I was then told that the hinges were probably misaligned when I recieved it. in any event I was on the hook for the repair charges $76.01, this was in addition to the 24 dollars it cost me to send the unit back to toshiba. it was a defective unit from day #1 and they dont care. the repait person at their depot agreed ith me that the unit did not look like it was abused or dropped, but the fact that I opened and closed the lid on the laptop was abuse, thats what a laptop is supposed to do.Desired Settlement: I called numerous people at toshiba and requested that they offer some kind of discount on the repair if they werent willing to do the repair for free, they refused.

Business

Response:

A TAIS representative was in contact with our customer on 11/11/2013. TAIS received the customer’s unit on 11/08/2013 in our repair facility with a Bent L/R Hinge, Broken LCD Bezel , & LCD Cover, which is out of scope of the warranty (out of scope meaning it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. The customer has declined to pay for the repair and the unit has been sent back to the customer under Fed Ex tracking number [redacted]. The unit was delivered to the customer on Sat 11/16/2013. 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 was not correct, they lied to us. I had no choice but to repair the item they charged me $76.01 in addition to the 24 dollars shipping . They charged my discover credit card. Regards,

Business

Response:

A TAIS representative was in contact with our customer on 11/11/2013. TAIS received the customer’s unit on 11/08/2013 in our repair facility with a Bent L/R Hinge, Broken LCD Bezel, & LCD Cover, which is out of scope of the warranty (out of scope meaning it’s not covered under the warranty). . TAIS apologized for any inconvenience and informed the customer the quote of $76.01 could be paid or if requested, the unit could be sent back to the customer unrepaired. TAIS informed the customer the shipping and handling is the responsibility of the customer as stated in the warranty. 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 should offer a disounted repair as it was a defect in workmanship

Regards,

Business

Response:

A TAIS representative has been in contact with our customer. TAIS received the customer’s unit on 11/08/2013 in our repair facility with a Bent L/R Hinge, Broken LCD Bezel, & LCD Cover, which is out of scope of the warranty (out of scope meaning it’s not covered under the warranty). . TAIS apologized for any inconvenience and informed the customer the quote of $76.01 could be paid or if requested, the unit could be sent back to the customer unrepaired. TAIS informed the customer the shipping and handling is the responsibility of the customer as stated in the warranty. It is the depot that determines the cost of the repair with the cost of the repair being determined by the labor and the part that is needed. 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.

[there is no offer here, they are completely blowing me off

Regards,

Consumer

Response:

sir I am on vacation for the holiday can you give me more time to respond as I am jot home and dont have any receipts with me ill be home on january 6th thank you

Review: I bought toshiba laptop window 8 on 01/21/2013 from best buy store. laptop was under manuf warrantee. window 8 disappeared and I call bnest buy they told me that a manufacture warrantee. I call toshiba and they told me that I have to buy usb window 8 and the price is 29.95. I place the order and they charge 10$ more.w2hen I call again toshiba customer service they said price is 39.95 and refuse to send me the refund check of 10.dollars.Desired Settlement: I need overcharge 10.00dollars refund. thoshiba gasve me price and they overcharge 10.00dollars

Business

Response:

A TAIS representative was in contact with the customer on 09/26/2013. TAIS has apologized for any inconvenience. When the customer placed the order it stated on the support site the amount of the USB (SW Media) “• SW Media - USB-SATELLITE-C855D-Windows 8 64bit Professional-EN (USD $39.95)”. At that time the customer would have been aware of the cost. The recovery has been delivered to the customer via USPS tracking number: [redacted]. This recovery was delivered to the customer on 10/02/2013. All sales are final. 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,

because when I call they gave me the price 29.95 and next day I gave them credit card info and they charge 39.95 and when I call they refuse it is wrong and lie that Toshiba rep appolo. I need 10.00dollars back.

Business

Response:

A TAIS representative was in contact with the customer on 09/26/2013. TAIS has apologized for any inconvenience. When the customer placed the order it stated on the support site the amount of the USB (SW Media) “• SW Media - USB-SATELLITE-C855D-Windows 8 64bit Professional-EN (USD $39.95)”. At that time the customer would have been aware of the cost. The cost of a recovery disc is $29.95. This particular unit requires a USB and not a disc which is $39.95. The recovery has been delivered to the customer via USPS tracking number: [redacted]. This recovery was delivered to the customer on 10/02/2013. All sales are final. At this time we consider this matter closed

Review: I purchased the Toshiba Satellite U845W-S410 Intel Core i5 6GB Memory 500GB HDD 14.4" Refurbished Notebook Windows 7 Home Premium 64-bit from [redacted].com on 12/4/14 and the warranty stated at the time of purchase was 1 year. There is also a sticker on the laptop itself stating that Toshiba warranties the device for 1 year. The computer then failed in November 2015 and when I contacted Toshiba for warranty protection, the company failed to honor the warranty saying instead that it was a 90-day warranty. Setting aside that the laptop should have lasted at least 1 year, but did not because the Solid State Drive failed (according to Toshiba's own diagnostic service), Toshiba should honor its own 1 year warranty claim. To sell this laptop, especially a refurb unit, under false pretenses is fraudulent.

Product_Or_Service: LaptopDesired Settlement: DesiredSettlementID: Other (requires explanation)

A letter stating that the warranty coverage period is 1 year so that I can my credit card company, [redacted], will reimburse me for the repair. I am not even requesting that Toshiba repair it because I do not trust the parts they used as the laptop's part already failed within its first year of use. This proposed resolution will cost Toshiba nothing. I would also like an apology from Toshiba for poor business practices and selling defe

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research all refurbished/reconditioned computers from Toshiba has a 90day warranty only, like our customer’s computer with a Model Part Number: [redacted]. Our customer can visit our website www.warranty.toshiba.com to check the warranty of his computer. If the customer has any questions or concern they may contact our technical support department at ###-###-####. At this time we consider this matter closed.

Review: I purchased a toshiba laptop and within 60 days I realized that the ethernet port was not functioning. I contacted the complany and was told to send the computer back for repairs. I sent the computer back and the laptop was returned and the issue still had not been resolved. Moreover, the computer did not function correctly, the mouse froze, the computer moved incredibly slow, and the internet connection was still poor. After contacting toshiba, I was told to send the laptop back to the company for further repairs. I sent it back again. Now the computer cannot get any internet service, wifi or ethernet. toshiba is asking me to send the computer back for a third time.Desired Settlement: I think toshiba should give me a new laptop since they have acknowledged, from the beginning or first incident, that none of the issues were a result of my misuse of the laptop. These are factory defects.

Business

Response:

A Toshiba America Information System (TAIS) has made multiple attempts to contact our customer by phone on the following dates 07/02/2014, 07/07/2014, and 07/08/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly at ###-###-####, at this time we consider this matter closed.

Review: part number: PSPLPU-01M014, serial number: [redacted]Ci have bought two month ago a laptop from Toshiba US site, and since that day until today I am just having an irritating issue with my laptop. (the Blue screen) is just showing every single 15-20min and when ever I hibernate the laptop or put it to sleep and when ever I turn on the laptop.I have done a refreshing and restore for the laptop but it is the same issue keeps coming up every time??? I have snapped some pictures for some of the blue screen message as a sample and as a documented issue, and I attach it to Toshiba CS email hoping that would help them to determine the issue fast and efficiently but they just returned the computer twice to me saying there is no Problem found and in the second time they replaced the HDD.I sent the laptop for the third time today and they said that they will send it to VIP service center, I was trying to replace the computer or even return my money back but they just refuse my requests.I am not satisfied with this way of treatment like I have no rights. even though they sold me a faulty machine (factory malfunction), I wasted so much time with their CS and support service with no progress. please I am relaying so much in my graduate study on a good computer and I choose Toshiba because I had a great experience before that with the same line (satellite). but now I just want to replace it or give me back my money.Desired Settlement: part number: PSPLPU-01M014, serial number: 7D193641Ci wanted to replace the laptop but Toshiba keeps persuading me that they will fix the laptop, and nothing happened right.I need a full refund including the shipping and Tax I paidproduct Code Product Description Quantity Total P70-AST2GX1 Satellite P70 / Core i7-4700MQ / 17.3" 1080p / 16G 1 $1,179.09and my shipping cost for the first time to send it to maintenance through USPS = almost $30

Business

Response:

A TAIS representative has been in contact with the customer via voice mail on 12/03/2013. TAIS has apologized for any inconvenience and has informed the customer the engineers have received the parts and are ready to be installed. At that time the unit will be put on a 24/48 hour burn to make sure the unit is working properly. As far as a refund, that would need to be directed to the reseller where the unit was purchased. 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.

[Because I bought the laptop from Toshiba USA website no third party between us, secondly Toshiba tried to fix my laptop twice but they failed twice I don't expect that they will fix it at the third time, it is just wasting for my time and my money. I have tried to tell them that the laptop it self has a problem from the factory but they won't listen and keep excusing that they will fix it]

Regards,

Business

Response:

A TAIS representative was in contact with the customer via voice mail on 12/09/2013. TAIS has apologized for any inconvenience and has informed the customer the unit is in the testing

phase to make sure this is a hard ware issue and not a software issue from the software that was loaded by the customer. The software loaded could have had a compatibility issue with the unit. If the unit passes all required tests, it will be shipping out within the next couple of days. As far as a refund, that would need to be directed to the reseller where the unit was purchased. At this time we consider this matter closed.

Review: THE TELEVISION BROKE WHEN IT WAS UNDER WARRANTY IN OCTOBER 2015. WE ARE STILL WAITING FOR THE MATTER TO BE RESOLVED AS OF JANUARY 31, 2016., TOSHIBA PICKED UP THE TELEVISION ON JANUARY 21, 2016 AND LEFT US WITH NO TELEVISION AND NO COMPENSATIION. THE WARRANTY STATES THAT IT WOULD BE REPAIRED OR REPLACED WITHIN THE YEAR AND THE TELEVISION BROKE WITHIN THE YEAR. THEY ARE OFFERING A PRO-RATED AMOUNT WHICH WE HAVE YET TO RECEIVE. I FEEL THEY ARE TAKING ADVANTAGE OF SENIORS SINCE THEY REFUSE TO HONOR THEIR WARRANTY TO THE FULL AMOUNT. WE HAVE BEEN WITHOUT A WORKING TELEVISION SINCE OCTOBER 2015 AND NOW HAVE BEEN FORCED TO BORROW THE MONEY TO BUY A NEW ONE. WE ARE RETIRED ON A LIMITED INCOME AND THIS SHOULDN'T BE A PROBLEM IN THEM REIMBURSING THE FULL PURCHASE AMOUNT. BECAUSE THIS MATTER HAS BEEN DRAWN OUT FOR MONTHS WE WOULD EXPECT A PROMPT RESOLUTION AND IMMEDIATE REIMBURSEMENT.Desired Settlement: FULL AND IMMEDIATE REIMBURSEMENT OF PURCHASE PRICE.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that this case was endorsed to our order desk department. Our customer has been contacted by one of the order desk representatives and discussed about the process of their request. If our customer has any questions or concern they may contact at [redacted].

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 REJECTING THEIR RESPONSE BECAUSE THEY ARE NOT HONORING THE ORIGINAL WARRANTY. THEY PICKED UP THE TELEVISION ON JANUARY 31, 2016 AND I STILL HAVE NOT RECEIVED MONETARY COMPENSATION. I EXPECT A PROMPT FULL REFUND OF $550.00. I HAVE CALLED TOSHIBA OVER 30 TIMES TO NO AVAIL. I KEEP GETTING BROKEN PROMISES. I HAD TO BORROW MONEY FOR A NEW TELEVISION. I AM A SENIOR CITIZEN ON A FIXED INCOME. I NEED MY MONEY.) ]

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that one of our order desk representative has been in contact with our customer and has advised that they are going to receive the refund via [redacted] debit card. Our representative explained and provided a time frame when our customer will receive the refund. If our customer has any questions or concern they may contact us at [redacted].

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 STILL HAVE NOT RECEIVED OUR REFUND. WE KEEP GETTING BROKEN PROMISES. WHERE IS OUR MONEY? THEY HAVE PICKED UP OUR TELEVISION ON JAN 21, 2016, A MONTH AGO AND NO REFUND. ]

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that one of our order desk representative has been in contact with our customer last 2/18/2016 and has advised that they are going to receive the refund by the 2nd until 3rd week of march via [redacted] debit card. Our customer accepted and agreed to the timeframe that has provided. If our customer has any questions or concern they may contact us at [redacted]

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 SHOULD HAVE RECEIVED THE FULL REFUND OF THE PURCHASE PRICE OF THE TELEVISION AS IT DID NOT WORK PRIOR TO THE END OF THE WARRANTY PERIOD. WE RECENTLY ONLY RECEIVED 71% OF THE PURCHASE PRIICE IN A [redacted] CARD. WE ARE SENIOR CITIZENS AND THIS HAS TRULY BEEN A NIGHTMARE IN ATTEMPTING TO GETTING THIS RESOLVED WITH TOSHIBA. WITH MAKING OVER 20 TELEPHONE CALLS , THIS HAS CAUSED US GREAT STRESS AND ANXIETY. WE ARE NOW FEARFUL TO ORDER FUTURE PRODCTS WITH THIS TYPE OF CUSTOMER SERVICE. ]

Regards,

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 order desk representatives and has explained how they came up with that amount of refund. The refund is based on the Fair Market Value (FMV) of the unit and based on our records our representative sent an email to our customer last 1/20/2016 regarding to the amount of refund and they contacted our customer last 1/5/2016 to confirm if they will going to accept the refund. Our customer accepted the offer and has advised about the process. 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 NEVER ACCEPTED ANY OFFER FROM TOSHIBA AND ALWAYS INSISTED THAT THEY TREAT ME AS A SENIOR CITIZEN FAIRLY. THEY HAVE NOT FULLFILLED THEIR COMMITMENT IN HONORING THEIR WARRANTY. IT IS TRULY SAD THAT WHEN YOU BUY A PRODUCT FROM TOSHIBA THAT THEY FAIL TO STAND BEHIND THEIR PRODUCTS. I WAS NOT COMPENSATED ACCORDING TO THEIR WARRANTY GURANTEE. ]

Regards,

Review: I purchased a Toshiba Satellite computer and after having for roughly a year I started having troubles with the unit. I took the computer to the local computer guy who said that he checked the factory warranty and it had expired but just recently. I was informed that the computer needed a new internal hard drive to the tune of 300.00 to which I declined. I then contacted Toshiba personally and asked them how we could get the computer fixed without having to pay the high amount to have it fixed. After one year the computer should not have a bad hard drive and they told me that the warranty was up and it was my problem. I had that computer for a year and now it was pretty much worthless to me unless I wanted to stick the money into it to get it fixed, I bought a Toshiba because of the high praise that I received from [redacted] and reading all the reviews. I feel that Toshiba should have stepped up and took the computer in and tried to resolve the matter, but they chose to tell me that it was my problem. I now have a computer that I cannot use and will not look at Toshiba branded products again unless they can help me resolve the matter at hand. It is to bad that everyone has given the company such high ratings and then they treat their customers this way.Desired Settlement: I would like to be compensated for the cost of the computer and the price of the service call that I had to have only to find out the computer was faulty. I would accept a credit for the purchase of a new computer so that I dont have to purchase a new one.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired since 08/05/13. As per the Standard Limited Warranty our customer has a 1 year limited period. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Review: I purchased a laptop for school work on 8/30. It was used only about 2 or 3 times just so I can set up my anti-virus software and take notes in class. 2 weeks after it was purchased the laptop would not connect to the internet. I tried all the trouble shooting solutions and nothing worked. I called Toshiba and was told that this was a software issue with the laptop and I would have to pay $100 for an extended warranty for them to fix my issue because "this was not covered under their warranty". I told the support tech that I was not paying $100 for them to fix a problem when I just bought this laptop 2 1/2 weeks prior and the software issue was not my fault. I was then told there was nothing they could do for me. I called back and asked to speak to a supervisor, who also tried to convince me to pay the $100 to fix the software. The supervisor told me that my computer did not come with the correct software and they need "advanced tools" to fix it that I could only get after paying the $100. After I made it clear to the supervisor that I was not paying money to fix something that was THEIR fault, she began to give me reasons how it could be my fault and not theirs. She told me it could be from my antivirus software updates or the automatic [redacted] updates (after she just told me that the correct software did not come with the computer). We hung up the phone without getting my issue solved because they would not fix my laptop without me paying. I will not pay $100 to get something fixed that she admitted to being Toshiba's fault. It is ridiculous and very unprofessional that after I was very clear about not paying the money she then tried to make the problem seem like it was my fault. A 2 1/2 week old laptop that cannot be used now. I will never buy another Toshiba product again in my life. It's amazing how this company has thousands of bad reviews all over the internet and they are still in business.Desired Settlement: My desired resolution would be a refund for my 2 1/2 week old laptop that I can no longer use.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s concern was software issue related and our customer was connected to our [redacted], a fee base support who handled software issue. Based on the diagnosis they informed our customer that the unit needs to be updated manually, they advised our customer that they need to perform some software updates for them to fix the issue however our customer declined to pay for the support. Our customer was informed that any software related issue is not covered even the unit is still in the standard limited warranty. Our customer’s warranty for their computer was expired last 04/03/2013. 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 do not accept this response because a software issue on a new computer was not caused by any wrong doing on my part. Therefore, I should not have to pay to get it fixed.]

Regards,

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 technical support supervisor to check the issue of the unit and have it fixed. Our customer has informed that they already return the computer to the store from where they purchased 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 find that this resolution would be satisfactory to me due to the fact that I have already returned the laptop. I thank the store I bought the laptop from, not Toshiba.

Regards,

Review: I have a new (Oct. 2013) Toshiba laptop that I have sent to this Toshiba repair center 3 times for the same repairs. Unit still not working right. Now Toshiba says I should sent it to a better repair center.

Product_Or_Service: Toshiba laptop-1 year warranty.Desired Settlement: DesiredSettlementID: No settlement requested - for

Don't sent units to this repair depot ask to send unit to Ca.

Business

Response:

A TAIS representative was in contact with our customer on 02/26/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order with the engineers for diagnostics and repair in accordance to the warranty. The customer has received the box via Fed Ex tracking number [redacted] (Actual delivery: Thurs. 2/27/2014 5:05 pm) for sending the unit to the engineers. For a refund or exchange, the customer would need to contact directly the reseller (Toshiba Direct) where the unit was originally purchased to determine if the unit is still within the return/exchange 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.

[Why is Toshiba only now telling me to contact Toshiba Direct for a refund or replacement when I have been asking for this sense December only to be told by them that Toshiba does not replace defective units only keep on trying to repair them. Why let a customer be mad when there was a solution that the customer was asking for???? And how about a phone number for Toshiba Direct?]

Regards,

Business

Response:

A TAIS representative was in contact with our customer on 02/26/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order with the engineers for diagnostics and repair in accordance to the warranty. Currently TAIS is waiting for the delivery of the unit via Fed Ex tracking number ([redacted]) to our engineers,( Estimated Delivery: Tues.03/04/2014 by 4:30 P.M. ). For a refund or exchange, the customer would need to contact directly the reseller (Toshiba Direct) where the unit was originally purchased to determine if the unit is still within the return/exchange time frame. If the customer would like to contact Toshiba Direct they may call ###-###-####. 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.

[As I don't have a usable laptop the matter is not settled. What I own is a $950.00 paperweight. They say the matter is resolved because the laptop is in for repair but this is the 4th time and it still does not work.

Regards,

Review: I purchased a Toshiba External HDD (Part #[redacted]) that was falsely sold as a USB 3.0 compatible HDD.

I purchased a Toshiba External HDD (Part # PH2100U-1EWR) about 1 year ago. Since then, I have used this device on USB 2.0 ports exclusively, for the last year. However, recently, I obtained a USB 3.0 computer and recognize that the aforementioned drive does not work with USB 3.0. After much frustration, I bought a new Toshiba Canvio Connect HDD (which I now regret after the poor customer service I have experienced) that works flawlessly on USB 3.0. This ruled out port issues. Furthermore, upon comparison, both HDDs draws the same amount of voltages, eliminating the possibility that this could be a power supply issue. Regardless of that fact, I purchased a USB 3.0 Y cable to supply extra power to the drive and found the efforts futile.

After the above troubleshooting, I went online and found similar customers with the same problem. Most notably, the following review page, outlines the problem perfectly: http://www.[redacted].com/TOSHIBA-Automatic-Backup-Portable-Burgundy/dp/[redacte...⇄ For technical details, please refer to this post: http://www.[redacted].com/review/R1XK17MVRSM2GY/ref=cm_cr_dp_cmt?ie=UTF8&ASI...⇄ />
Non-surprisingly, this appears to be a hardware issue with the USB 3.0 Controller. Even more surprisingly is that people have resorted to changing-at their own expense--the controller to remediate this issue.

Anyhow, I contacted customer service at, ###-###-#### (reference #:[redacted]). It appears the only way to get this fixed is to have the HDD exchanged for a new one. The problem is that due to my line of work, I legally cannot give my HDD to anyone. Even with a deep level reformat, some files may be recoverable.

I had suggested to Vin, the last person I talked with and an acclaimed supervisor, that I would be willing to send video proof of the destruction of the HDD, in exchange for a working unit. I was advice that this is not possible and that I was "st out of luck" in my particular case. This is in spite of the fact that Toshiba was aware of this issue well before I purchased this product. In fact, I would encourage you to listen to my recording with Vin who actually did said that in my particular case, it did seem that I was st out of luck.

What bothers me is that Toshiba sold these drives, well after this problem was noted and sold them with the intent that customers like me would take a hit if their company would not allow warranty claims. Toshiba should very well know that these drives may be purchased for work and should have backup methods to honor a warranty claim, like other companies. More so, selling devices that are incompatible with USB 3.0, due to a well-documented USB 3.0 controller, is false advertising. I feel like I bought into a scam by paying extra for a USB 3.0 compatible HDD.

Frankly, this is unacceptable support.

All I request is 1 of the following solutions:

1. Offer a replacement in exchange of a video documenting the destruction of my drive.

2. Ship me a working and tested USB 3.0 Controller so I can repair the drive myself.

3. Offer monetary compensation of $20 USD, the average price difference--1 year ago--between a USB 2.0 drive and a USB 3.0 drive.Desired Settlement: All I request is 1 of the following solutions:

1. Offer a replacement in exchange of a video documenting the destruction of my drive.

2. Ship me a working and tested USB 3.0 Controller so I can repair the drive myself.

3. Offer monetary compensation of $20 USD, the average price difference--1 year ago--between a USB 2.0 drive and a USB 3.0 drive.

Business

Response:

A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the process to receive a coupon code for a replacement product on www.toshibadirect.com.The customer has stated to Tech Support he would like to destroy the hard drive and still get a replacement but in accordance with the standard limited warranty, that will void the warranty and we need to receive the defective item in order to process the exchange. 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.

Legally, I can provide proof of purchase for the device. However, I cannot return the drive to the company due to the contents on the drive. I offered to destroy the device because I am legally not allowed to distribute the files inside that drive. The company should understand that these devices are sold and even marketed for business use. That said, they should have alternative means to honer against defective items. Again I am willing to provide proof of purchase. However, legally I cannot offer the files on my drive. Should anything be recovered, I shall face legal consequences. This device was sold defective and many customers have faced the same issue.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the process to receive a coupon code for a replacement product on www.toshibadirect.com.The customer has stated to Tech Support he would like to destroy the hard drive and still get a replacement but in accordance with the standard limited warranty, that will void the warranty and we need to receive the defective item in order to process the exchange. TAIS does understand the position of the customer but for an exchange to happen , the customer would need to adhere to the exchange policy. 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.

Reusing the same reply, with hopes that I will ago away will not work. I will contact the CEO if need be. I am not asking for anything unreasonable. Once again, I will not go away.

Regards,

Review: January 2013 I purchased a Toshiba satellite [redacted] at [redacted] in [redacted] for $632.00. Immediately it started having issues. The cursor jumped around the page constantly making it impossible to type anything. It was sent back and the touch pad replaced. It came back with no sound and the cursor still jumping. It was sent back to have the sound fixed. It has windows 8 which I hate. They don't tell you when you buy it that windows 8 is a pain to use. Of course two months after my one year warranty expired it is giving me the following messages. [redacted] failure then reboots itself. Invalid process attack attempt, [redacted] not less or equal, driver verification detected violation. This computer was a bad egg from the beginning. I have wasted my $632 Christmas money.Desired Settlement: Refund or replacement.

Business

Response:

A TAIS representative has been in contact with our customer. A TAIS representative has told our customer that we have reviewed the case and apologize for any inconveniences. TAIS and our customer have agreed to have the product repaired and diagnose the problem. At this time we consider the matter closed.

Review: I purchased a Toshiba satellite laptop in August, 2012. The keyboard was defective within days of purchase. Over the next twelve months the hard drive on the unitwas replaced TWICE, and needs replacement again, due to failure of the system to boot up and function properly. Repairs by Toshiba in Indiana were clearly inadequate,and I lost considerable data, multiple purchased software programs such as Office 2010 and Norton 360, in addition to emotionally significant photographs and documents.The unit's serial number is [redacted], a Toshiba [redacted].I think the public should be made aware of these defects in Toshiba (and their dubious pride in innovation), which has been a huge problem for me.Desired Settlement: Replacement of the cost of Toshiba's best laptop, together with all software lost such as Microsoft Office and Norton 360, and an unlimited guarantee of all.I would also wish for the recovery of all my data from the defective hard drive, and compensation for the distress and downtime caused by Toshiba's defective unit.

Business

Response:

A TAIS representative has been in contact with our customer. The first time the customer called into TAIS for assistance was 07/29/2013; a repair was set up the same day. Per our standard limited warranty it states the component(s) replaced have a 30 day guarantee after the repair has been completed. The customer went ahead and completed the questionnaire for the service work order on 08/17/2013 and shipped the unit into us on 08/17/203. The unit was tested with the hard drive and keyboard being replaced and passing all tests shipping back to the customer and received on 09/03/2013. A work order was set up for the customer on 10/03/2013 with no response from the customer. The last work order was set up on 11/17/2013 with the repair being set up on the same day. The motherboard was replaced and the unit was delivered back to the customer on 12/21/2013. A rework for the unit would have needed to have been set up before 01/21/2014. Being as the warranty expired in 08/2013 and the last repair was in 12/2013 the customer is responsibility for any technical assistance or any further repairs. It is stated in the Standard Limited Warranty, Toshiba is not responsible for any loss of software or personal information. 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.

Dear Revdex.com:

I can acknowledge that Toshiba temporarily repaired the laptop twice, but clearly a defective product such as my Toshiba unit cannot be satisfactorily restored for any significant length of time. The repair dates noted by them are approximately correct, but they do NOT include my initial complaint within three weeks of purchase because of a defective keyboard which I reported. Indeed the tech person online suggested that I return the unit by mail and simply do without it until reviewed by Toshiba. As in the subsequent cases of alleged repairs I needed the use of the computer and delayed sending the laptop for repair but I also had no use of it for weeks on end beginning in late 2012.

I even took the unit to a local computer repair store, that sought in-warranty payment if they would repair the unit, but they ([redacted] in [redacted]) were advised by Toshiba that it had to be repaired by their own center in Indiana, so more delays in having a functional laptop made by Toshiba.

In between repairs and difficulties with the Toshiba Satellite I purchased various software packages, including Microsoft Windows and Office 2010 and Norton 360, etc., all of which were lost each time the hard drive died and was allegedly repaired. This required reloading the programs, but Microsoft for example refused to let me download a fourth time, so within 17 months of buying a new Toshiba laptop Satellite it has cost me the original purchase price, the loss of Hundreds of dollars of purchased software, many weeks of unavailability of the laptop, and significant loss of personal documents and photos, etc.

Please consider this complaint entirely active and it will be pursued as necessary. The remarkable fact is also that I used the system only moderately, and it was the source of so much distress because of its defects. Your cooperation is appreciated.

Business

Response:

A TAIS representative has been in contact with our customer. The last work order was set up on 11/17/2013 with the repair being set up on the same day. The motherboard was replaced and the unit was delivered back to the customer on 12/21/2013. A rework for the unit would have needed to have been set up before 01/21/2014. Being as the warranty expired in 08/2013 and the last repair was in 12/2013 the customer is responsibility for any technical assistance or any further repairs. It is stated in the Standard Limited Warranty, Toshiba is not responsible for any loss of software or personal information. It also is stated in the Standard Limited Warranty, software support, fixes, or software replacement is an out of scope issue (out of scope meaning it is not covered under the Standard Limited Warranty). At this time we consider this matter closed.

Review: I returned a notebook computer to companies service depot for warranty repairs, on of button did not work. I followed their instructions and paid for a service box that included shipment via [redacted]. [redacted] lost the shipment. [redacted] paid me their limit of loss coverage $100.

the company now only wants to give me a non-refundable credit of $79.99.

this whole process was dragged on by Toshiba for almost a month and mostly consisted of me calling their off shore call center.

they owe me by my calculations

cost 179.99

tax 8.10

shipping 19.99

[redacted] box 29.95

total 238.03

[redacted] payment -100

due me 138.03Desired Settlement: refund to me of $138.03

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 able to speak to one of our case managers and has offered a $100.00 check for refund due to the lost shipment. Our customer agreed and accepted the offer. TAIS has advised our customer that it will be process within 7-10 business days. At this time we consider this matter closed.

Review: I had order a laptop on the Toshiba website and also I had order 2 gaming Mouse on February 4th 2014 and the next day I had change my mind about them and so I contact Toshiba and ask them if I could remove them, I still wanted the laptop and they said yes and they said me an email telling me this and so everything was fine.I got a email about this today telling that they have ship out my two Mouse that I had cancel so I call them up wanting some answer, upset and confused. the lady who I spoke to was very rude toward me and basically told me there nothing they can do about this. even tho I got the email telling me they remove it.Desired Settlement: This is the first time I have order something from Toshiba, I went with them because I hear they were a good company and treat the customers with care but that's not how I felt. they were rude and basically called me a liar even tho I got the emails to prove that I'm not lying.

Business

Response:

A TAIS representative has been in contact with the customer via email. This was a rep error; unfortunately, the order was too late to cancel. The product was shipping and the Chat agent incorrectly advised the customer that they quantity could be changed. On 2/12 Toshiba Direct issued a return authorization ([redacted]) and a pre-paid return shipping label, Fed Ex tracking # [redacted] so the customer can return the 2nd mouse that they did not want. The return instructions and label were emailed to the customer. 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: I recently ordered a laptop computer from Toshiba Direct www.toshiba.com. The product was a Toshiba C50-AST2NX2 with an i3-3110M processor that has a speed of 2.6 GHz. It comes with the Windows 7 operating system, which was a major reason for the purchase. It also features a 750 GB hard drive and 4GB of RAM and a 15.6 inch screen. I also purchased a carrying bag, mouse and 8 GB memory stick as a package deal. All was paid for by paypal online. The purchase was made on August 1, 2014. Today, August 5, 2014, I received an e-mail from Toshiba that said "We would like to inform you that unfortunately, the custom-built laptop model that you originally ordered has been discontinued and was transitioned to the Toshiba Satellite C50-BST2NX3 which is the direct replacement , this has the same specifications for the same price." The problem here is, it does NOT have the same specifications for the same price as indicated in the e-mail. The amount of memory and screen size is the same, but the processor is not the same. The replacement computer has a i3-3217U Processor with a speed of 1.8 GHz which is significantly slower than the processor that was included in the computer that was originally ordered. I called them to request that they give a me a processor upgrade on the new laptop, at no additional charge. The first customer service rep said that they couldn't do that, so I asked to speak to the supervisor. I was told the same thing. It seems a bit like a bait and switch situation - you buy one model, but then they tell you they don't have it anymore and they offer you one that isn't as good. I told them they were not making a customer out of me, that it is possible to change the processor on the other laptop to one with a comparable speed to the one I originally ordered but they wouldn't budge. I asked them why they sold me something that they didn't have to sell in the first place. They had no satisfactory answers for me. In the end, I cancelled the order rather than have a laptop that was below the expectations of the one I had originally purchased.Desired Settlement: I would like for them to provide me with a Windows 7 os laptop that ACTUALLY IS the same or better than the one that I had ordered originally, at no additional charge. I believe this is a fair and just outcome for both parties.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any information in our system under our customer’s name, address, email address, and phone number. Our customer can contact Toshiba Direct for more details at ###-###-####, at this time we consider this matter closed.

I purchased a laptop from Toshiba in May 2014. They sent a laptop with one of the cheapest Video Cards: intel HD 4600, and not what I ordered AND paid on line: Nvidia GeForce GTX 770. Upon updating drivers I noticed this mistake now, almost two years later. I contacted them to see what can be done about it, and they said that it was out of warranty, so basically Toshiba just stole from me $350.00. Yes, I understand warranty expired, and two that I should have looked deep inside the many windows of the new software that I indeed had not received the correct graphic card. Was it really my fault? Was I a trusting costumer, too naive perhaps? Could Toshiba Customer Service after 3 hours on phone trying to get to a higher management have offered - anything so that a non-savy-computer costumer wouldn't feel abused and ripped off?!