Toshiba America Information Systems Inc

Review: Filed for warranty refund for a faulty Toshiba Dynadock device through Toshiba Acclaim (Acclaim number [redacted]) and Customer Relations departments in early October 2013Both Toshiba groups agreed that a refund was authorized but no refund has been issued to me. The Acclaim was closed but no refund of $175 issuedEscalated issue in both groups six times and contacted assigned Toshiba Business Account manager on problem. Many emails and phone calls involved.All Toshiba groups danced around issue but refund still not issued end of November 2013.Desired Settlement: Issue $175 refund either to credit card used or check.

Business

Response:

A TAIS representative was in contact with the customer via voice mail on 12/05/2013. TAIS has apologized for any inconvenience and has informed the customer TAIS has contacted Acclaim concerning the refund. Acclaim has submitted the refund of $175.00 and it should appear on the customer’s card approximately the second week of December. If the customer has any questions concerning this issue he may contact Acclaim at ###-###-#### and reference the case number [redacted]. At this time we consider this matter closed.

Consumer

Response:

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

The reason for rejection is that Toshiba the company did not follow up on the stated resolution.

In checking status of the cash payment of $175, no one in Toshiba knows anything of the claim including their accounting department , acclaim department and customer services.

As of Dec 19, 2013 no monies have been refunded nor are there any actions opened in Toshiba to make any payments.

So any calls from the Revdex.com / Toshiba department into Toshiba are NOT known nor are there any actions opened to resolve this Revdex.com issue!!

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 12/20/2013. TAIS has apologized for any inconvenience and has informed the customer they have been

in contact with Acclaim. TAIS is waiting for an update from Acclaim concerning the delay of the refund. TAIS will be contacting the customer regarding the status of the refund per Acclaim. At this time we consider this matter closed.

Consumer

Response:

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

Toshiba has not paid the $175 in dispute and has stated they never will pay the money. They instead have paid (via visa card) a token amount of $132 stating this is given to a "disgruntled" customer because of the complaints. They said they never were responsible to pay the $175 or any monies even though the root of this matter was a faulty Toshiba product under warranty. They consider the $132 a gift and said the case is closed.

I do not accept this case as closed and want the Revdex.com involved to file a permanent mark against Toshiba for their lack of product and customer support.

Also, the Toshiba Revdex.com reps involved handled the case very poorly -- they did not in any way represent the case properly to Toshiba management.

Regards,

Consumer

Response:

I would like to reject the offer of Arbitration for complaint ID [redacted].

It is not worth the trouble for legal action since the amount due me is less than $200 - small claims court at best.

It is just one more reason why my issues with Toshiba not honoring their product warranty stands.

I do thank [redacted] from Revdex.com San Diego for her efforts to try and close this matter with Toshiba!

I don't know the Revdex.com procedures but I would like to leave an issue opened against Toshiba on this - it should always count against their Revdex.com rating.

Regards,

Review: Company selling defective products. I had a Toshiba laptop that was defective and was replaced under warranty with another Toshiba laptop

I have a Toshiba laptop that replaced another Toshiba laptop under warranty and now my current laptop hard drive is bad which is one of the issues I had with the previous laptop.

I tried calling Toshiba to get them to repair it even though it is out of warranty. I think consumers should have a reasonable expectation of a computer lasting longer than a year or 2 without any issuesDesired Settlement: I would like Toshiba to stand by their products and either fix or replace my laptop with no expense on my part since it seems that Toshiba is selling defective products

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.

Review: I purchased a Toshiba Laptop from Best Buy. The Bluetooth transceiver in the laptop is operating intermittently.

I cannot spare the laptop at this time as Best Buy said I would have to wait two to four weeks while it went back to the factory.

Best Buy suggested I contact Toshiba and make them aware of my issue.

I composed a letter describing my problem. I called Toshiba tech support and asked for their FAX number last week.

They gave me ###-###-####. When I tried to FAX the letter to them over the weekend, I discovered the number they gave me was a marketing service of some type and not a FAX number.

I called them this morning and asked for the correct FAX number. I was put on hold for an extended time. When the rep returned to the line, she said she was transferring me to someone who could give me that fax number. After thirty seconds, I got a recording saying I would have to call back later and it hung up on me.

When I called back, I spoke to a rep named Francis and demanded to speak to a supervisor. Francis refused to transfer me to a supervisor even though I told him I was going to call their corporate headquarters.

When I tried to call their headquarters in New York at ###-###-####, all I could get were recordings.

When I tried to FAX a letter to the FAX number their corporate number gave me, I got a voice line and not a FAX machine.

I called their tech support again and spoke with someone named Lois. I again demanded to speak to a supervisor. [redacted] also refused to let me speak to a supervisor.

I am unable to get with anyone who can help me address the situation with my laptop.Desired Settlement: I demand that Toshiba have a technical support supervisor call me at my office at ###-###-#### to discuss this situation and provide me with a FAX number to their technical support departments.

Business

Response:

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

Review: I own a Toshiba labtop that is currently out of warranty. I called the toshiba tech support number and the representative offered assistance in solving a problem with Adobe not working on my labtop. The representative tried getting me to buy a warrenty for my product, I declined. He then transfered me to another representative that was suppose to be a specialist. During this time the specialist asked to remote access my labtop, same as the first representative had done. During this time the representative erased my current version of Adobe and proceded to download another one. I noticed he was downloading/agreeing to third party software(malware, ect). I told him to stop and dont accept that and he downloaded it anyways. I then told him he downloaded viruses on my computer, he denied it. He proceded to show me in my control panel that the files were not there. He was clicking around more and I pointed out that there was a short cut of the name of the program(storm tracker, my search dialer, ect) that he had downloaded. He deleted the folder and told me he deletedthe program. This is a lie, you can not delete a shortcut and delete the program. He then said he would fix the problem by bringing up the command prompt screen and running a program for viruses. This also was a lie. He told me we would be able to commmunicate through the remote access chat screen and he would hang up on the telephone end. In the chat screen I told him I had located some of the files and asked for help in deleting them. He procedded to hang up on me.Some time during the phone conversation, after the viruses were installed, the representative tried getting me to buy an antivirus through them. The next time the managers were in their office, I was told monday 8-5, I called and spoke to one. She said she wanted to remote access my computer again and do a restore point to an earlier date. Itold her that doesnt get rid of viruses. She offered no solution to resolving the problem. She told me that they were going to review it.Desired Settlement: I would like my computer restored to the original condition before the representative downloaded third party software and other possible viruses onto it. Either a replacement computer of same year/model/ect or their company to purchase an anti virus for my computer. I have no idea what viruses were downloaded and what damage they have done. I want my product in the working condition it was in.

Business

Response:

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

Review: 02-02-16

I bought a computer made by Toshiba. Advertised as one of the fastest and best computers at [redacted] Store. This however, is not the case. My computer does not run the fastest and it is often slow and fails to run to it full capacity at all. I have had so many problems with this computer and have tried takin it back to the store to no help they wanted to charge me a huge sum of money to fix the computer, when it should still be under warranty. I have not had the computer a full year yet. I bought this computer for school in April of 2015 and this has been the worst computer ever. I called Toshiba and got even worse service than [redacted]. They too want to charge me money to fix their own brand of computer. Which I find to be insulting. Considering they made the computer. Created the false since of hope, false advertising, and lied to customers. I would like to have this matter resolved and my computer replaced with a new computer that works to the full capacity in which it was guaranteed in the beginning.

SERIAL #[redacted]

Thank you for your attention in this matter

[redacted]Desired Settlement: I would like to have this matter resolved and my computer replaced with a new computer that works to the full capacity. I wnat a new computer!

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, we decided to get in touch with the customer and as we spoke with the customer last 02/26/2016, we verified that we will be isolating the issue to figure out if there's a Hardware Failure on the computer. In accordance with the Standard Limited Warranty, we informed our customer that our resolution for possible Hardware Failure would be to send the unit to our Depot Repair Facility for a warranty repair. At this time, we consider this matter closed.

Review: I purchased a Satellite [redacted] Part No. [redacted]. It was purchased mid-2015 and is still under warranty. It was purchased on-line on the Toshiba website and delivered in the [redacted] Though I am currently staying in [redacted] with family. I am hearing impaired and have difficulty using the phone. They have no chat or email support that I can find. I have emailed their sales email several times requesting a Tech Support person contact me by email to resolve the following problems:

1. The FN key on the laptop does not work.

2. The PCIE card reader does not work.

3. The [redacted] back-up functions do not work properly.

4. I have an Ext. hard drive connected to do daily file back-ups and weekly system back-up (those as stated above the back-ups have to be done manually using copy/paste) and I get repeated messages my hard drive is not connected.

5. [redacted] has other issues such as the Settings function frequently closing on its own for no reason.

I have spent two days with the [redacted] Answer Desk Tech Support and they have taken remote control of my computer, done many diagnostic scans and had me download and reinstalled [redacted] 10 twice including yesterday. The problems still exist and I have not contacted [redacted] today. [redacted] has reminded me on several occasions as the computer came with the [redacted] OS, Toshiba is responsible for providing support also.Desired Settlement: Either provide me with tech support I can use and correct the issues or I want to return the computer for full refund. Make it clear on their Website they do not readily provide support for the hearing impaired and those with disabilities should not purchase Toshiba computers.

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 an issue regarding with software configuration of his computer. Our customer can visit our website at http://support.toshiba.com/drivers for them to download the recent drivers & software updates for his unit. Our customer can ask assistance from someone that he knows to contact us at 1-800-457-7777 to perform troubleshooting on his computer and to diagnose the issue further in accordance to the standard limited warranty (SLW) of the unit. At this time we consider this matter closed.

Consumer

Response:

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

Regards,

I have updated all the drivers in the Device Manager and I in fact have the link bookmarked in my browser given by Toshiba in their response. There is no driver for the FN key per se, only the keyboard and the rest of the keyboard works fine. The driver given on the Toshiba Website for the [redacted] PCIE card reader is different from that on the Toshiba site. I have contacted [redacted] Tech Support which has an email address but they do not respond.I cannot use the phone as I am hearing impaired. I have [redacted] I need email or chat Support to resolve the issues with the laptop. Toshiba's Support Website is an abomination consisting mainly of user forums which I have studied extensively without success. I have tried many fixes on the Internet in general and Toshiba's Website is useless, it has software to download for diagnostic issues dating back to 2012. I have spent considerable time with [redacted] Support.As Toshiba considers this matter with the Revdex.com closed, I will file complaints with econsumer.gov, FTC, State of CA Attny. Gen. and the Justice Dept. for Toshiba's violation of the ADA (American's with Disabilities Act) today.

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 an issue regarding with software configuration of his computer. For any technical issues Toshiba doesn’t have any email support for computers, they only offer phone support assistance within the U.S that our customers can to speak to a live technical support representative for them to fix or diagnose the issue further. Our customer can visit our website at http://support.toshiba.com/drivers for them to download the recent drivers & software updates for his unit. Our customer can ask assistance from someone that he know to contact us at 1-800-457-7777 to perform troubleshooting on his computer and to diagnose the issue further in accordance to the standard limited warranty (SLW) of the unit.

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 cannot use telephone support as I cannot hear. I have filed complaints with the FTC(#[redacted]), eConsumer.gov(#[redacted]) and the Justice Dept. Americans with Disabilities Act for discrimination(#[redacted]). I am sorry I bought this [redacted] computer. The matter is closed as far as the Revdex.com. I noticed Toshiba has an A+ rating with the Revdex.com, shame on the Revdex.com!

Regards,

Review: On 6-12-2013 I purchased a Toshiba Qosmio X70 laptop with a 2 year system-guard warranty.by October of 2013 I started having problems with the computer locking up and freezing while playing video games.On 12-12-2013 I was told to send it off to repair for the first time..Around 12-30-2013 the system was sent back to me. The unit continued to lock up.On 1-9-2014 I sent the unit off to repair again, because it still locked up constantly.on 2-10-2014 I received the unit back from repair. When I received the unit, the Toshiba update utility told me I needed to install a BIOS update. When I did this, the unit powered off and would not power back on again. On 2-18-2014 I called Toshiba again. They asked me to send the laptop back again. They took weeks to send me a call tag, but I sent it off to repair again.Around 3-14-2013 I received the unit back from repair. Again the update utility told me I needed to install updates. The updates were listed as security fixes. So out of fear of having my laptop compromised. I installed the update again. The system powered off and would not power back on.Around 3-17-2014. At this point I called the Corporate Escalation department and asked them if they would help. They told me they would send the laptop to the "good" repair facility at Tri-Star. I did this.After over a month of not receiving the laptop back. I called the Corporate Escalation department again, They told me that they were going to have to send me a new laptop because Tri-Star was not responding. They told me they would overnight it.After a week or two and still no laptop, I called again. They told me they had to get the laptop back from Tri-Star before they would send me a new laptop. After a few more weeks, I tried calling Corporate Escalation back. They will no longer return my phone calls.As of right now, I have no laptop and Toshiba has kept my money and wasted 6 months of my time.Desired Settlement: I have already had to order a replacement laptop, I needed one to keep up with my work and school. At this point I think a refund of the laptop and warranty is due.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After TAIS doing a research it appears that our customer complaint already escalated to our order desk and her computer was evaluated for replacement. Our customer has advised that the replacement unit was already released and it will be delivered. If the customer has any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

Review: I purchased a Toshiba [redacted] 13.3-Inch Chromebook 2 on 11/4/2014 which is still under a 1 year warranty. On 9/13/15 we noticed that the laptop's screen started to go bad with vertical and horizontal lines that are either black or multiple colors. I looked up the issue online, and quickly noticed that many people have had similar issues with their Toshiba Chromebooks. I proceeded to call customer support and after being on hold for over an hour and transferred from person to person they refused to issue a warranty repair or replacement, even though this is a warranty issue and defect.Desired Settlement: I would like the chromebook either repaired, replaced or refunded. The chromebook was purchased for $358.86.

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 with one of our case ma[redacted]s and they advised that the unit will be send to our repair facility to have it repaired in accordance to the Standard Limited Warranty (SLW) of the unit. Our customer was advised that any physical or accidental damage would not be covered by the warranty. The repair was processed under repair order number [redacted]. If the customer has any questions or concern they may contact 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.

I would rather not close this item until the computer is fixed. At this point, Toshiba has just started the proper dialogue but nothing has been corrected yet.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found that the free box that our customer will be using to send the unit to our repair facility was delivered to our customer’s location last Mon 9/21/2015 9:02am under [redacted] tracking number ([redacted]). Currently we are just waiting for the unit to be delivered to our repair facility for us to proceed for the repair of this computer. If our customer has any questions or concern they may contact at ###-###-####.

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: Toshiba of America has far the worst customer service that I have ever dealt with in my life. I have a warranty issue and they do not want to cover all cost for this isn't an issue with anything I did. I have called and spoke with the executive staff which got me no where and asked for information on contacting the CEO and refused to give me the contact info. I believe that no matter who is at the top there should always be a line of communications with its consumers for incidents like this. Also I called in late December because of the windows 8.1 update that Toshiba software application made me update but yet the drivers were not ready for all of the computer at that time. They want to charge me $25.00 for shipping and if I want the recover disk another $30.00 which my laptop is an ultra book it does not have a Dvd/cd drive for me to burn a backup on a disk if I was remotely able to do it. My warranty ends at the end of the month. Speaking with the people who I have encountered are not educated on how things work here in the USA and that the consumer should and will not have to fork out any other money because of faulty product that the company decided to sell to its consumers. No where in my original warranty did it state these listed prices that I received from the Executive team.Desired Settlement: I want either A they pay me the original price at the time was $699.99 plus tax and or they send me the container to go ahead with the process of the warranty process at no CHARGE to me the consumer! I will not nor will I accept anything else but as listed. Toshiba has wasted my time and effort of getting this resolved

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer, TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send a free box with pre-paid shipping so our customer can send the laptop in for repair. Our customer accepted our offer. If the customer has any questions or concern they may contact us at [redacted]. At this time we consider the matter closed.

Review: I bought my computer in March. About a month ago, it completely crashed. I don't use my computer for other than work and some internet browsing. So I was surprised that it would go bad so soon after I bought it. I lost all my data and personal files. Even though it's under warranty, I have to PAY to ship it to them so they can fix it. I asked if they provided a loaner since I NEED my computer every day for work. They said no. So I had to go and RENT a computer at my expense. It takes about 10 days or more to get my computer back.

When I get it back, it works for a few days and then again it completely crashes. So again I'm out of a computer. Now it's been several days and no mention of what's going on with my computer. Meanwhile I have to deal with my work while not having a computer. I paid over $1100 for this computer and it's not fair that I have to be out of a computer.

Overall I've been without a working computer for more than a month. Toshiba should not do business this way.Desired Settlement: Since this computer is obviously defective, I believe they should send me a replacement of equal or greater value. I paid in good faith thinking that I was getting a quality product, instead I receive a, "lemon" of a computer.

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 was able to speak with one of our technical support representative and they have authorized another repair for the unit of our customer. The repair was completed and they shipped the unit going back to our customer’s location last 10/28/2015 and it was delivered last 10/30/2015 5:12pm under FedEx tracking number [redacted]. If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. At this time we consider this matter closed.

Review: I purchased the product sometime during July 2014 and had no problems until December when first reported problems to Toshiba. I was charged $65 approximately for software related issues. The recent two occurrence are the same. The computer will not turn on and fails to charge. I was without the laptop for most of Jan 2015. I sent the product in for repair as instructed paying shipping. Immediately, an agent of Toshiba left a message on my voice mail saying nothing is wrong with laptop or power cord and will be sending back. Indeed, it worked great for about a week until today. I have since learned some of students have had similar problems with a Toshiba laptops and they tried to do their fix-it procedures to start the laptop, but we're unsuccessful. Two students they are cheap, but only last 3 years and then they are dead. I believe consumers are entitled to better services and I would like a replacement or refund.Desired Settlement: Replace defective laptop with similar or current product

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer spoke to one of our case managers and they processed a re-authorization order to be able to send the computer back to our depot repair facility to diagnose and check physically what would be the issue. Our representative processed a free box that our customer can use to send the computer going to our depot repair facility. At this time we consider this matter closed.

Review: I purchased a Toshiba sattelite laptop appx 7 months ago. I reported an issue with the top of the computer near the hinge were the laptop opens and closes. The laptop cover around the hinge has cracked and little pieces have fallen out. I told the customer service reps that I believe this was due to a defect as normal opening and closing of a laptop should not have caused this problem. After numerous phone calls and asking for supervisors than managers I was told to federal express the laptop to the repair unit. I received an email from [redacted] case nbr [redacted] stating that hardware was not covered under warranty and that there would be a total charge of 84.37 to repair the laptop. I can understand how in normal situations hardware would not be covered but this is due to a defective productDesired Settlement: that the laptop be fixed for no charge

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will send his computer to our Toshiba engineers to have it fixed. TAIS will send a free box that our customer can use sending his computer to our repair facility. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: My laptop I purchased had major issues which should be covered by warranty. The computer was sent in 3 times with the same problem.

In the fall I started having issues with my laptop and the keyboard. Some of the keys on the keyboard were not typing. The laptop was under warranty so I called Toshiba about sending it in. I sent it in the first time and they concluded that there was no damage caused by me so they repaired it and shipped it back. I had to pay for the shipping the first time. I got the laptop back and it worked really good for a few weeks then the some of the keys stopped typing again. I called them back and arranged for it to be sent in the 2nd time. They mailed me a box and I sent it back in. I received the laptop back and like the first time it worked fine for a few more weeks and then keys stopped typing again. I called Toshiba complaining about the same problem. I explained to them that I have had the same problem for the third time and obviously they couldn't fix it. I talked to the case manager at that time and requested a replacement. She said they would try to fix it one last time and this time they would send it to California to their engineers to fixed. She also said if the problem happened again that the next step would be to replace it. Well I got the laptop back and its been working great for months. However over the weekend the keys stopped working for the fourth time. I've called Toshiba and talked to them and they insist on trying to repair it again. I have to pay for shipping though again unlike the second and third time. I feel if they couldn't fix it the first three times then they can't do it the fourth time. Every time I send it in, I spend a lot of time without a computer. I'm in college so a good computer is almost a necessity. In addition to that every time the keys stop working I have to mess with talking to Toshiba. When I call I normally have to tell all my information to the person and let them know my problem and then they end up transferring me 2 or 3 times. On top of that I normally have to call back at 1 or 2 more times because they forget to do something. A lot of times they have forgotten to send out an email congaing information on shipping. I'm very displeased with the service of Toshiba and their product they won't stand behind and replace.Desired Settlement: I believe Toshiba is not capable of fixing the problem. The problem has happened 4 times. Three of those times the laptop was shipped to Toshiba to repair. Toshiba fixes the problem just to make it go away temporarily. I think the laptop should be replaced with one of equal value.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the warranty of the unit was already expired last 04/01/2015. The last repair of the unit was done last Jan. of 2015 and delivered to our customer repaired Wed 1/07/2015 12:42 pm under FedEx tracking number 772471944933. The issue of the unit occurred outside of the Standard Limited warranty, however our customer was able to speak to one of our case managers and they provided a onetime courtesy repair for the computer even it’s already out of warranty. Currently TAIS are waiting for the unit to be sent in to our Toshiba Engineer’s facility for them to check the unit and have it repaired and the repair order created last 6/23/2015. At this time we consider this matter closed.

Review: I bought my Toshiba Satellite Model L55T in Nov 2013. I bought this on Nov 13, and it was fine until Dec 1st, 2013. The computer screen cracked on the lower right corner, and I was concerned at the time so I contacted Toshiba and they had me send it to them so they could fix it. I am not sure how it cracked, but I notice a slight mark on the lower corner as I was using it. gradually, the mark then formed a crack. I am not sure if there is some sort of surface tension there, or something I am not sure of. I got the computer back on Jan 15, 2014, and it cost me $200. My computer was out of service for a month and a half. After 32 days of use again, the screen scratched in the exact same spot again. This is a touch screen computer so when the screen cracked you can't really use it. I contacted Toshiba again, to see if they could work out a deal with me because for the past 4 months I only used it around 45 days. The screen on the lower right corner just cracks after a maximum for 35 days of use. The conclusion is it would cost me another $200 to fix the computer again. This computer was 6-700$ and I can not guarantee this computer will work longer than 32 days. If the computer is cracking in the same spot, it is telling me that there is some sort of tension issue. I have had laptops before that and have had issues because of tension so I feel it is something like this.Desired Settlement: They can either repair this for free, or they can help me refund the computer. I can not use a computer that breaks down every 30 days.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS would like to apologize for the inconvenience our customer has experience. TAIS are willing to provide a free repair and send his computer to our special repair facility to diagnose what is the main issue or the cause of that cracks to get it fix. If our customer has any questions or concern they may contact us directly at [redacted], at this time we consider this matter closed.

Review: We contacted Toshiba, through a IT company we use for computer issues, one week after our warranty expired to ask for an extension and repair as we cannot even turn the laptop. We had sent the unit back to Toshiba in February 2014, 6 months after purchase, because of hardware problems, which had to be replaced. The unit was under warranty at that time, however we still incurred the cost of having our IT guys deal with Toshiba and ship out and receive in the laptop for repair.

When we called for the extension on the warranty we were assured by a customer service manager that would not be a problem and he would get back to us. Three weeks later and no phone call back, so we called again and were told this time there was nothing they could do for us on an extension. They suggested we send the unit to a local dealer and pay them.Desired Settlement: We want repair or replacement of the obviously defective unit as well as the expenses incurred, paying the third party IT group for handling the issues.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has advised our customer that we can process another repair to her computer and send it to our repair facility to diagnose what is the issue and have it fixed. Our customer agreed to that offer. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: I purchased a Toshiba laptop on October 13,2013. The purchase was mad at the Best Buy #221 location, located in Tulsa Oklahoma. A short time ago my laptop battery stopped accepting a charge. The laptop will only work if it is plugged into the wall. There are possible system issues involved as I informed the first out of three Toshiba technical representatives that I spoke with regarding the issue. The reason for this speculation is that the battery displays 31 percent charge, yet the product has to be plugged in to work, it will not even power on, unless it is plugged into the wall by the adapter. I have spoken with at least three representatives. The representatives advised me that the company would do a battery replacement first and work from there. I agreed, however a debit or credit card was needed to put a hold on the charges in regard to the new battery. If I returned the old battery no charges will occur. I agreed to do this and provided a debit card to process the order, please not this is the same debit card used to originally purchase the laptop. Their system continue to error and would not accept the card. I provided a second debit card with another institution and received the same results. The company system will not process the request, and the company is unwilling to refer me to a Toshiba store or make other arrangements to honor their warranty. Their reply is I need a credit card or they can not help me. I do not believe a company of this stature will only honor a customers warranty if they have a credit card. When no payment is even being processed. I asked for a manager and was told by the representative he was the manager? I do not believe this to be true. When I asked for the main corporate contact # he provided me with this contact number [redacted]. I called the number and it is the contact for his own location in Irvine CA. My product purchase information. Serial# [redacted], Satellite [redacted], Case# [redacted]Desired Settlement: I would either like my product repaired or replaced. I want someone to honor Toshiba's pledge to their consumers, to provide a one year factory warranty, my issue has taken place within the warranty period provide. Thus, the company should stand behind their products and the services that come along with the product. If they are unwilling to honor my warranty even though the debit card I provided is the exact same card used to purchase the product, then I would like a full refund.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate her case over to our Order Desk Department to process a send her a new battery, our customer agreed. If the customer has any questions or concern they may contact us at [redacted]. At this time we consider this matter closed.

Review: This whole situation began because I had an external hard drive that I had used less than once a month, for a total of less than 15 times, and only then for as long as it took to back up my computer. The last time I tried to back up my files, my computer was unable to recognize the hard drive. I spent close to 45 min researching how exactly to go about returning an item still under warranty, and even eventually called Toshiba customer support to have them help me through the confusing process. I found out that I had to cover the return UPS shipping cost for the hard drive (around $15), which itself is completely ridiculous considering Toshiba clearly sold me a defective product in the first place. I eventually receive the coupon code for the value of the hard drive and spend another 30 minutes on phone with Toshiba Direct discussing which hard drive and wireless adaptor would work with my laptop. The representative I spoke with actually TOLD ME TO BUY THE WIRELESS ADAPTOR SINCE HE GUARANTEED ME IT WOULD WORK WITH MY LAPTOP AND THE HARD DRIVE. Upon receiving the products, I attempted to work through the EXTREMELY MINIMAL instructions included with the wireless adaptor and hard drive in order to set it up. I SPENT OVER AN HOUR ANDA HALF ON THE PHONE WITH TOSHIBA CUSTOMER SUPPORT, ONLY TO EVENTUALLY BE TOLD THAT THE WIRELESS ADAPTOR DOESN’T ACTUALLY WORK WITH MY MACBOOK PRO, EVEN THOUGH I WAS SPECIFICALLY TOLD AND GUARANTEED BY THE TOSHIBA DIRECT AGENT I SPOKE WITH THAT IT WOULD. So that misinformed jerk caused me to waste over 3 hours of my life thus far all because he wasn’t competent enough to tell me which products work with which laptops. ANOTHER HOUR AND A HALF on the phone being tossed back and fourth between Toshiba Direct, Customer Support, and Toshiba Acclaim Return Departments. I WAS BOUNCED BETWEEN ALL THREE DEPARTMENTS THREE DIFFERENT TIMES A PIECE, with each person telling me they “were sure that this had to be handled by another department because they wDesired Settlement: Contact by the person IN CHARGE of customer service, I mean AT THE TOP. Work from there.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

customer can file a claim on our website at [redacted] or they may

contact them at [redacted]. At this

time we consider this matter closed.

Review: purchased A toshiba TV that advertises a 240 hrz refresh rate but the TV only refreshes at 60 hrz no matter what cable/device I connect to it.

problem date 01/03/14 , purchase date 12/17/14, model number [redacted]. TV does not work at advertised refresh rate of 240 htz. contacted customer support at toshiba and was troubleshooting the problem with multiple technicians. the 1st technician I worked with, we did multiple troubleshooting steps like swapping out cables, using multiple devices (blu-ray dvd player, 2 different cable boxes) and 4 different hdmi cables, still same results. the customer service rep kept on blaming the devices and cables. I told the technician that these same devices were connected to a lg 240 htz tv and the other tv had the 240 hrz rate. Customer service agent still blames the devices. I then asked that customer service agent to connect me to a manager/supervisor and he stated he will not do so because they will tell me the same thing. I asked him again to speak to one, he said everyone is busy. I told him I will wait and he said no. I disconnected with him and called toshiba's customer service dept again and the 2nd technician I was talking to escalated the trouble to a 2nd level technician and told me a second level tech will contact me within 24 hours. 24 hours pasted and still no call so I placed another call to toshiba's customer service dept and asked to speak to a 2nd level technician and was told one will call me within the hour. 48 hours later still no call back. I called once again and was told that there is nothing wrong with the tv and a 2nd level technician would not be able to help me. When stated that I will contact the Revdex.com, the person on the phone quickly wanted me to talk to a manager, I said ok so a few moments later that person told me that there are no managers in on the weekend and one will contact me within 3 business days. During all this, I did contact my cable provider to verify the settings on the cable box and he they see no reason why the TV can't have a 240 hrt refresh rate on the current setting I had on the box. Also verified the settings on the DVD player. Both are set at the highest setting. Also verified them again with my other TV.Desired Settlement: I need help from the Revdex.com to get me the right people to help me with toshiba's promised 240hrz refresh rate they advertise on the TV. I need the right troubleshooting technicians that can help me.

Business

Response:

A TAIS representative was in contact with the customer on 01/13/2014. TAIS has apologized for any inconvenience. A registration of the unit has been completed for the customer and a work order will be set up for the On Site repair of the TV. 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 was told 2 days ago that someone will contact me to schedule

a Tech to come to my house to take a look at the tv but two days later and 2 voice messages to the person handling my case, I have heard nothing. Please do not close out this case until a tech comes and leaves my house with an explanation on my problem.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 01/17/2014 via voice mail. TIAS has left in a the authorization number: N2-[redacted] for the repair. A technician will be contacting the customer to schedule an appointment. If the customer has any questions, they may contact Toshiba On-Site support at ###-###-####. At this time we consider this matter closed.

Review: I purchased a Toshiba 65HM167/117 in 2008 and was informed the TV life was approximately 8000 hours. I have used the TV for about 2000 hours since that time. In March 2014 I started to see white spots on the TV. Knowing the warranty had expired I called Toshiba to check on the price of the repair. I was informed that the TV had a faulty DLP chip and that it would be replaced. The representative asked for my model and serial number along with personal information which I gave them and was told I'd be receiving a new DLP chip with instructions on how to replace it. On July 17th I called Toshiba since I hadn't received the replacement chip. I informed the representative of my issue and was then told that the chip is not faulty and "tough luck". I asked to speak with a supervisor and the representative hung up on me. I called back and spoke with a different representative and asked for a supervisor. She informed me that the supervisor was not in at the moment and asked if she could help with my issue. I informed her of the issue. She told me there was no record of my call in March and that they don't receive information on faulty products or parts. She then took down my information again and let me know that a supervisor would be calling me back. Today is 7/25 and I still have not received a call back or the replacement part. I had spent over $3500.00 for a TV that only gave me 1/4 of the life promised in the advertisement.Desired Settlement: I would like for Toshiba to send a replacement DLP chip like promised or to send someone out to repair the part. If the part is unavailable I would like an equivalent TV with 6000 hours of life (8000 hours advertised - 2000 hours used).

Business

Response:

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

After doing a research TAIS cannot find any records under our customer information using ex (name, phone number, and email address) regarding to the issue of his T.V. If the customer can provide like any case I.D number they may contact us at 949-461-423, 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 here.

I was not given a case number as multiple calls proved the customer service representative did not even make any attempt to even save my information or complaint.

Regards,

Review: I purchased a Toshiba Television on 7-15-13 from Best Buy. The television "broke down" on 6-2-14. I contacted Best Buy and was told I would have to contact Toshiba Customer support which I did. They gave me a local repair service (National Electronics,2120 Texas Blvd Texarkana. Tx.75501, Phone 903-794-0082) They picked the tv, up on 6-2-14 and it is STILL IN THE REPAIR SHOP. I have spoke with the repair shop numerous times. They told me they had ordered the part from Toshiba. I have spoke with Toshiba support people more times than I can count. I have numerous case numbers Toshiba has given me, the most resent being Case # [redacted]. The most recent support person is [redacted]. On 7-3-14 they told me the part would be delivered on 7-23-14. One of the support people [redacted] told me on 6-25-14 if the television was not repair and in our home within a month they would replace the television set.So at this point I stll don't have a television set.The warranty will run out on 7-15-14. The television is Toshiba Model 50L1350U1080P, Serial #[redacted]. I think taking 30 something days to repair a television set is EXTREME.Desired Settlement: They said if it wasn"t back in our home it would be replaced. I should mention National Electronics is charging me $80.00 for picking up the set and delivering it back. I wanted someone knowledgeable to disconnect it because I wouldn"t be able to hook all the wires back up.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research, our customer already spoke to one of our case manager and they already provided a resolution and still monitoring for other updates about his Television. 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 is not the answer I was expecting. As mentioned in the complaint I have talked to the Toshiba support people, the most recent being [redacted] on 7--15-14 (Case #[redacted]) at which time she told me the repair part would be at the repair shop on 7-23-14. I will also mention that [redacted] Q told me on 6-25-14 that if the television set was not back in our house within 30 days Toshiba would repl[redacted] it.The television was taken to the repair shop on 6-2-14, 7-2-14 would have been 30 days. MY COMPLAINT IS WHY IN THE WORLD DOES IT TAKE 45 DAYS TO REPAIR A TELEVISION SET? [redacted] TOLD ME THE PART WAS BEING SHIPPED TO tEXARKANA, TEXAS FROM TEXAS? I could have driven from my home to pick up the part in FORTY FIVE DAYS. As per my mention above [redacted] called me numeriou times after our first contact on 7-3-14, each time telling me the same thing, the part would be at the repair shop on 7-23-14. ONCE AGAIN, WHO EVER HEARD OF TAKING FORTY--FIVE (45) DAYS TO REPAIR A TELEVISION SET. I must admit this will be the last Toshiba device I will ever buy. The television should have been repl[redacted]d after (30) days. I will be posting my situation on F[redacted]book and Craigs List.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department to discuss the process of replacement for his T.V. Our customer agreed with that. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.