Toshiba America Information Systems Inc

Review: My husband was given less then 24 hours that he would be deploying to a location in the middle east. We had very limited time to prepare for his departure. On the way to base for his helicopter to leave at 6:30 we stopped at the Best Buy located next to our base and purchased a toshiba satellite computer at 5:28. He was unable to start the computer considering we only had less then 24 hours to get his gear tested, packed, and ready to leave making sure he was leaving nothing behind. When he reached his location he tried to start the computer and it popped up with a black screen reading preparing for automatic repair. My husbands communication is limited since he is in a special operations unit and is constantly moving. He is also enrolled in classes which he was able to do online with an exam due every week, which if he does not complete he will fail and we will be out a couple thousand for tuition. He contacted toshiba and went through all of the possible trouble shooting with nothing improving. When my husband was finally able to get in contact with me and explain what had happened I contacted Toshiba myself. The original employee I spoke to kept insisting he could only help me if I had the computer with me not listening to me trying to tell him the computer was with my husband in the middle east. I finally was able to get through to the corporate office and explained the situation. After over an hour of going back and forth and not listening to the situation the employee admitted it was a hardware error and refused to help come up with a situation to get a computer to my husband so he can communicate with his family and do his online courses. The only situation she offered was to return the computer to best buy which is impossible since it was with my husband in the middle east and would take a minimum of 6 to 8 weeks which he would have failed his courses and not be able to communicate with family. I asked to speak to a supervisor and she refused to transfer me to someone who was in a higher position to help me.Desired Settlement: To have a corporate employee contact me with a solution to get a computer to my husband in an acceptable amount of time.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our system using customer information. If our customer can provide like a case I.D number when the last time she called our technical support department they may contact us 949-431-4321. At this time we consider this matter closed.

Review: [redacted] To: [redacted], [redacted]

Subject: Your order, print and keep in a very safe place

ToshibaDirect.com Order

Your Order Number is:

Your Cr is:

Billing Information

Billing Address

Shipping Address

Payment Type:

Account Number:

xxxx xxxxxx [redacted] Expiration Date:

02/16

New York, [redacted] Security Code: [redacted] Cart Items

Description

Qty

Unit Price

Savings

Item Total

Toshiba 14-inch Envoy Series Ballistic Polyester Carrying Case [redacted] Estimated ship date from Toshiba is 01/14/2013.

Learn More

1

$59.99

Instant Savings

$30.00

$30.00

Toshiba Portege Z930-S9302 Ultrabook™ [redacted] Estimated ship date from Toshiba is 01/15/2013.

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1

$1479.00

Instant Savings

$50.00

$1429.00

Subtotal

$1,459.00

Ground Shipping

$29.99

Sales Tax

$132.15

Discounts

($29.99)

ORDER TOTAL

$1,591.15

We have purchased this computer with 3 years warranty after few months the alphabets on the key board letters started disappearing or wearing out unable to identify alphabet letters.

(previously we have owned old Toshibas and we never had problem like this type inferior quality keyboard.,) When I got in touch with Toshiba, they said that this is a cosmetic

issue and it dose not cover the warranty. (Even my 8 years old Toshiba keyboard still sparkles like new). This model of Toshiba keyboard is unacceptable quality.Desired Settlement: To replace the keyboard

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 computer still in warranty and in accordance of the Standard Limited Warranty of the unit;

Review: I purchased a Toshiba Lap top 5/19/2015 from [redacted] for 429.99 with a $50 rebate to send in. Total cost of the laptop after rebate with taxes was $ 405.78 . Sent the lap top model number [redacted] in for repairs on 12/14/2015 after phone support tech determined it had a bad hard drive at a cost of $30.60 to [redacted] Case number [redacted]. First I was told the interior mother board was damage that would cost more than $500 to repair and was not covered under warranty as it was damaged. Photos were sent reflecting damage to the mother bord showing such damage and the hard drive removed. After a few emails and calls to customer support it was determined the motherboard could be repaired at a cost of around $ 130 or so. As the computer worked for a shot time prior to failing and was in no way damaged on the outside how it was damaged on the inside was considered my doing even though I had never had this computer worked on or serviced by anyone or updated in any way. The exterior of the Lap top is still in new condition with no visible flaws ,defects or damage what so ever. This lap top was never taken from the counter it was placed on new and never dropped . Through contact with the repair center via email and customer support case managers it was determined physical damage to the interior was not covered even though no evidence of exterior damage or misuse. No inspection was done prior to removing the hard drive as photos sent reflecting the damage was of the motherboard with the hard drive removed. No response was ever given asking if the hard drive was bad or not that would case the problem in the first place. As I did not damage this Lap top and photos sent by the repair center reflect damage with the hard drive removed I con only conclude the mother board was damaged when the hard drive was removed or prior to purchase in shipping to [redacted]. However if the mother board was damaged prior to purchase it would have never worked .Desired Settlement: I just want my computer repaired at no further cost to me including sending it back for the repair. I want the warranty honored as it does not reflect physical damage to the interior only but just physical damage in general and the examples reflect the exterior only that could result in interior damage and this lap top is void of having any signs of exterior damage or misuse.

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 advised our customer that we are going to provide a VIP repair for his computer. We advised our customer that we are going to send a free box that he can use to send the unit going to our VIP repair facility. If our customer has any questions or concern they may contact at [redacted]. At this time we consider this matter closed.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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: Product doesn't work and they will not repair per their one year warranty.Desired Settlement: Exchange defective product Toshiba [redacted] : Mfr# [redacted]

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer can file a claim for the unit. They can visit our website www.acclaim.toshiba.com or they may contact at 888-592-0944. 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.

Have called and reached out via their acclaim.toshiba.com and am not offered a repair or replacement. This product is the only product I need or want and I have budget conserns to be aware of.

Review: Defective product and no replacement/refund options

I purchased a Blu-ray/Media Box from Sears on 11/20/13. It was a Toshiba BDX3400KU. Being that it was a holiday present, it did not get set up and used until the end of December. It quickly broke and I reported it to Toshiba on 1/2/14. (Did not go to Sears since it was past 30-days).

On 1/2, I spent multiple hours working through the issue with the rep and they created case no. [redacted] They stated that I download a service patch using a USB drive to see if that would work. Then stated that if that did not repair it, I would have to return it for a replacement by calling them back.

I had to purchase a USB drive and tried but it did not repair the unit.

I called Toshiba today, 2/3/14, and gave them my case no. They had no record of it and I had to explain the issues. The representative agreed that a replacement would be required and stated I would need to go to acclaim.toshiba.com and input the information there. I would have to pay for a new one and that they would credit me back once I shipped them the old one. I explained that I had already paid and did not feel it was fair to pay for another. While waiting for him to respond, I went to their site and found that a replacement is not available. They would credit me the money I paid and I could by another unit. In searching, I found I only had two options: 1. A lesser unit (BDX 2400) for $3.00 less than I paid or an upgraded unit for $299.99. The represntative was unable to offer any solution.Desired Settlement: I would like either a similar replacement to my BDX3400KU; an upgraded device or a refund of my full purchase price ($83.99 plus 6% sales tax

Business

Response:

A TAIS representative was in contact with the customer on 02/03/2014. 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 steps on the web address listed above. A coupon for credit at ToshibaDirect.com will be issued for the customer. You can redeem the full value of this coupon for any single purchase at http://www.toshibadirect.com. Simply enter the coupon code and use this email address (YOUR EMAIL) at check-out. For a full refund, the customer would need to contact the reseller where the product was purchased to determine if the product is still within the return time frame. At this time we consider this matter closed.

Consumer

Response:

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

I have requested a replacement for the model I have purchased. They have offered me a model of lesser quality for the same amount I paid for the higher quality item - this does not seem fair to me.

They also offered me a phone call bak from a supervisor. To date, this has not happened.

I am

Regards,

Business

Response:

ATAIS representative was in contact with the customer on 02/03/2014. 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 steps on the web address listed above. A coupon for credit at Toshiba Direct.com will be issued for the customer. You can redeem the full value of this coupon for any single purchase at http://www.toshibadirect.com. Simply enter the coupon code and use this email address (YOUR EMAIL) at check-out. The code for Toshiba Direct can be used for any type of product offered on Toshiba Direct. For a full refund, the customer would need to contact the reseller where the product was purchased to determine if the product is still within the return time frame. At this time we consider this matter closed.

Consumer

Response:

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

I have tried on multiple occasions to get Toshiba to honor their warranty of my BDX 3400.

- I have gone to their acclaim.toshiba.com website and they do not have a replacement available to me.

- They are willing to give me a credit of the amount I paid the retailer of the BDX3400 I purchachsed. My purchase price was $83.99. But, the closest product to what I purchased cost $299.99 from Toshiba Direct - I would have to pay the difference.

The product I purchased cost $83.99 and does not work. I feel that Toshiba should find me a suitable replacement to the BDX 3400 I purchased. I am not asking for a refund of money but that would also be an acceptable way to close this matter.

Attached is my proof of purchase; current cost of the BDX 3400 through the retailer I bought it from; printout from their Accliam website that shows no replacement is available; and, a printout from Toshiba.com that shows the only media box they have avaible is the BDX6400 which they charge $299.99 for.

I am very reasonalble. But, me paying additional money for a different produt does not seem like a reasonable offer from Toshiba.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.

Regards,

Review: [redacted]I purchased a brand new Toshiba laptop from Staples on 2/20/13 for $570.93. It was in and out of service 3 times between August and September for multiple defects before being swapped out for a refurbished laptop on 10/30 through a rep named [redacted] The refurbished unit arrived with multiple scratches on it and was having issues with the optical disc drive. [redacted] told me if there were any issues with the refurbished laptop, to call and let her know. We exchanged multiple calls between 11/4 and 11/19 with no solution.Finally, on 11/21 around 9:45 am, I received a call from [redacted]. She asked what I wanted to do. I asked if I could speak to her supervisor or manager. She refused and told me my only options were sending my refurbished unit to service or taking a $349.74 credit for my laptop. I told her that neither of those options sounded appealing. I asked if I could pay a wholesale price for a new Toshiba laptop and buy directly from them, but she said no, it didn't work like that. I asked multiple times for a manager/supervisor and she continued to say no. I asked why and she would not give a reason. Several times during the call, she hit the 'mute' button and when I asked her why she was muting me, she did not answer. She again told me my only options were taking the credit or servicing the laptop. I said I would service it and before I could get another word out, she cut me off and said, "Thank you for calling Toshiba, have a nice day", then hung up. I said 'hello' several times because the call was not finished. I was not informed on how I would be sending my laptop into service. The rude service and unwillingness of [redacted] to escalate my call is completely unprofessional and bad for the image of Toshiba. [redacted] was hostile and and unhelpful. I have no direct phone number for [redacted] and the reps do not give out their last name. The only way to contact [redacted] is by calling [redacted] and asking whatever rep answers the phone to contact [redacted] and ask for her to call back.Desired Settlement: At this point I either want a brand new, comparable laptop from Toshiba or my money back. The refurbished laptop I currently have can be sent back to Toshiba immediately. Also, [redacted], the customer service representative, either needs more training on dealing with customers or some sort of reprimand.

Business

Response:

A TAIS representative was in contact with the customer on 11/22/2013. TAIS has apologized for any inconvenience and has informed the customer according to the Standard Limited Warranty, the shipping is the responsibility of the customer. TAIS spoke previously to the customer on 11/21/2013 and at that time the customer did agree to the repair. Currently we are waiting for the customer to complete the survey and finish setting up the work order. At this time we consider this matter closed.

Consumer

Response:

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

Please listen to the recording of the call that took place on November 21st between myself and [redacted] This will clearly show that she did not handle [redacted] in a professional manner and did not help me in resolving my issue. The only reason servicing my current laptop was chosen was because she forced me into a choice that was not to my satisfaction. Additionally, [redacted] did not send a repair order until I called Toshiba that same day (11/21) to file a complaint against her. The agent that handled my call said ** did not see any records indicating a repair order had been submitted and he had to follow up with [redacted] to see why. In the recording of the call, it will be evident that [redacted] cut the call short and hung up on me before making sure the issue was fully handled. During the call, I asked repeatedly for a supervisor or manager and every time [redacted] refused. When listening to the recording, it will be obvious how improperly the situation was handled. Attached is a full write up of the entire situation, since the allotted space given to submit my initial complaint did not have enough characters to fully explain the situation.

With respect to charging me to ship my laptop in for repair, Toshiba had stated I would only be charged shipping for the initial time my laptop was sent to service. All subsequent submissions were meant to be free shipping. The two additional times I sent my laptop in for repair were free shipping.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 11/21/2013. TAIS has apologized for any inconvenience. TAIS has assisted the customer by setting up the work order and has authorized a courtesy box for the customer to send in the unit to our repair facility and are currently waiting for the customer to finish the email. A reauthorization email has been sent to the customer. The customer will need to go to the email and finish the work order. Being as the customer did provide authorization for the replacement unit, a repair would be the option available at this time. 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.

Thank you for again for assisting me in the matter. I received an email from Toshiba to submit my current laptop for service.

Toshiba is offering me a solution I am not interested in. I do not have confidence in the Toshiba repair center to properly handle my issue, as my previous laptop was sent in three times without being fixed. As evidenced in my call with [redacted], servicing this current laptop was not something I want to do. I told her sending my laptop into service would start the process all over again (of what I had to deal with on the original laptop). I either want to exchange this laptop for a NEW laptop from Toshiba (of which I would be willing to pay the difference) or speak to a manager who is authorized to make more reasonable offers than [redacted]

Toshiba's 'solution' also does not address the way [redacted] handled the case. Refusing to let me speak to her manager/supervisor and hanging up on me is not something another consumer calling in should have to experience.

Thanks again.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.

Regards,

Review: Bad customer service and bad product

I bought a brand new Toshiba computer window 8 in January 2013. I had the computer for about a week or so and a Toshiba update came up on my computer so of course I did the update and then after the update was done my computer stopped working. Since I had just bought the computer best buy took back the computer and gave me a brand new one. Over a year later I finally got internet in my new house so I could use my computer again. After turning on my computer I made sure to do a virus check through kaspersky. My computer came up fine no viruses or anything wrong with it. After updating my windows and everything my computer was working fine and again I did a virus scan and again my computer had no viruses or anything. Then a Toshiba update comes up on my computer and not realizing what happen last time I started the Toshiba updates for my computer. Everything was going fine then out of no where the computer just shut off. The computer would not come back on. The Toshiba update had crashed my computer again and now my computer wasn't under warranty anymore so best buy couldn't help me. I contacted Toshiba and they tried to trouble shoot my computer but of course it didn't work. They told me I needed to call this other number because he couldn't help me. Then he asked me to rate his call..... I was trying to be nice even tho the call didn't help me at all and it was pointless. I told him I guess an 8. Then he says to me " why would you rate me so low". So I told him that he was hard to understand and he couldn't help me. So he says to me " well I hope that when Toshiba emails you and asked about this call you rate me a lot higher". First off how I rate someone is none of there business and I didn't appropriate him trying to tell me how I should rate him! That is very rude and unprofessional!!!! So I was not calling another number and having rude customer service issues! Anyway I think that Toshiba should have fixed my computer because it is not my fought the computer broke I did nothing wrong to it. I was simply just trying to do the right thing and update my computer so it would run better. If I would have known it would crash my computer I would have never done it! I am currently spending a of money to get my computer fixed and there not even sure if they can fix it. It is Toshiba mistake that caused my computer to crash and I don't think that is very fair to me. They need to back up there products and have better customer service if they want people to keep buying there products!Desired Settlement: I would like Toshiba to give me a new computer and send me an apology letter for the bad customer service I had to deal with.

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 on 01/28/14. And 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: We had a "all-in-one" Toshiba desktop product that needed to have the LCD replaced. We researched the issue and discovered that Toshiba supplies a repair service. According to their site: [redacted] "Major Repair" which is described as "Replacement or repair of either the LCD or motherboard." costs $390. While we thought that $390 was a lot of money for a new monitor we accepted that cost and sent the unit in for repair. After some time Toshiba contacted us and said that the repair would be $690. We asked if there was any thing wrong other than a broken monitor. They said no, all that was needed was to replace the LCD. We did not accept that quote as their site clearly states $390. We debated the point at which point we were told that a "supervisor" would call back. Someone did contact us the next day and said that they could provide the repair for $580. While this was less it was still not close enough to the $390 that is clearly advertised on their site. We debated the point for sometime.Toshiba refuses to honor the advertised price. They are claiming that there was physical damage and that is why the cost is higher. We responded with the site clearly state "replacement of LCD". We asked if there was any further, unseen damage. They said no. We asked that they honor their advertised price.They refused.They are in the process of return the unit and charging us $131.We were not happy about the $390 but would have never considered sending the unit in if we had known that they were not going to honor the advertised price and that the cost would be nearly the cost of a new unit.We have no evidence of this but we have seen a similar situation where once someone goes through the trouble of sending in something the deal changes and rather than going through the process of sending it back and so on the consumer agrees to the "new deal". We have no evidence but this smells of "bait and switch"Desired Settlement: We are asking that Toshiba honor their advertised price. We are asking that they "Replace our LCD" for "$390". That's all. We are not looking to get something for nothing. We are just asking that they honor the advertised price.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 04/16/2014, 04/17/204 and 04/18/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at [redacted]. At this time we consider this matter closed until we hear back from the customer.

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 don't know what TAIS is and don't have any knowledge of a TAIS calling me. If TAIS is Toshiba then if they called I never received a voicemail or a missed call indicator. I have had a couple of calls from Revdex.com but have missed those. The two voice messages I received said, in both cases, they call back in one hour. Call never came that I was aware of.

Review: Background:

As of the date of this complaint, Toshiba has marketed its Encore 2 Write tablets in two USA versions, the 8-inch model [redacted] with MSRP of $349.99, and the 10-inch model [redacted] with MSRP of $399.99, both sold with 32-bit Windows 8.1 Home/Bing. Included with the tablets is Toshiba's “TruPen” digital stylus, as well as three pre-installed programs or “apps”, called “TruNote”, “TruCapture”, and “TruRecorder.” Taking full advantage of the stylus and of other special hardware, these powerful and exclusive “TruApps” are major selling points for the two tablets.

Review:

EXCEPT for the three TruApps, Toshiba provides downloadable installation packages for every driver and for every software app originally installed on the Encore 2 Write tablets. In purchasing one of these tablets, a buyer has also purchased the three TruApps, but for any scenario in which the TruApps are lost, whether due to drive failure, file corruption, or because of any “clean” re-installation of Windows, Toshiba provides no straightforward method for re-installing the apps. THIS AMOUNTS TO THEFT, since without the TruApps the tablets lose significant usefulness and value.

For owners who lose the apps and who have not made a “full system backup” of the tablet to an external drive or to other media, the only way in which to recover the TruApps is to purchase special, $39.95 “recovery media” from Toshiba, the use of which will return the tablets to their OEM configurations with Windows 8.1 Home. Owners who have upgraded their Encore 2 Write tablets to Windows 10 Home or to Windows 10 Pro will thus be returned to square one, and with an additional expenditure roughly equal to 10% of what they paid for their tablets. Owners who contact Toshiba Technical Support will be denied installation files for the TruApps, although Toshiba makes no disclaimer on any website about not replacing the TruApps if they are lost. Therefore Toshiba is guilty of deceptive and unfair trade practices.Desired Settlement: Toshiba must make installation files for TruNote, TruCapture, and TruRecorder available for download by its customers who have purchased an Encore 2 Write tablet computer.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. Upon checking on the given information on the complaint of our customer, we did not see any records or documents for the particular issue. For more information you may visit [redacted] or call our Technical Support department at ###-###-#### so that we can address your concern further. At this time we consider this matter closed.

Consumer

Response:

If you folks at the Revdex.com are unable to recognize the complete inadequacy of Toshiba's response to my legitimate complaint, I have little hope that you will help to bring about any positive outcome, but I have nevertheless attached a PDF file that more fully lays out the complaint. I encourage you to carry the complaint forward, perhaps by requesting that Toshiba respond directly to the PDF. As regards Toshiba's initial response:

"... we did not see any records or documents for the particular issue.":

I sent a version of the PDF to various Toshiba Sales and support offices. I also posted it to Toshiba forums, although their moderators immediately removed it. In any event, as the PDF clearly points out, Toshiba's own "records and documents", in the form of their various websites, completely prove the validity of the complaint.

"For more information you may visit [redacted] or call our Technical Support department at ###-###-#### so that we can address your concern further.":

I have already made repeated attempts to resolve the issue by making those contacts. I was rewarded with abundant misinformation and outright lies.

Toshiba is just another huge, impersonal corporation with no actual regard for its customers. If you genuinely don't see that, particularly in the light of their ridiculous initial response to my complaint, I can only pity you.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. Upon checking on the given information on the complaint of our customer, we did not see any records or documents for the particular issue. For more information you may visit [redacted] or call our Technical Support department at ###-###-#### so that we can address your concern further. At this time we consider this matter closed.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS cannot find any records on our system using our customer's information. However for this kind of issue in accordance to the standard limited warranty of the unit warranty do state: What Will Toshiba Do? If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty.Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer. TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED. Since the tablet has that original software installed by Toshiba our customer can contact our technical support department and provide the serial number of the unit so they can process to send a recovery media to our customer that they can use to have the unit return to the original configuration. For more information you may visit [redacted] or call our Technical Support department at ###-###-####. At this time we consider this matter closed.

Consumer

Response:

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

The language ..."TOSHIBA

IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR

INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR

REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY

TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED"... does not appear anywhere in the Toshiba End User License Agreement (EULA) as shown at [redacted]. However, a plain reading of the argument in quotes is that ..."TOSHIBA

IS RESPONSIBLE FOR THE RESTORATION OR REINSTALLATION OF ALL SOFTWARE

INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED". Thus by their own argument against the complaint, Toshiba has completely affirmed the complaint's validity. TruNote, TruCapture, and TruRecorder are installed by Toshiba on its Encore 2 Write tablets at the time of their manufacture. Toshiba is therefore responsible for the restoration and reinstallation of these and all other software programs originally installed on the tablets.Moreover, Toshiba's use of language from a repair warranty is just a specious attempt to sling anything at the complaint in the hope it will stick. The complaint has nothing to do with the tablet's repair warranty, but rather with Toshiba's violation of the terms of its End User License Agreement and with its unfair and deceptive attitude towards full support of the Encore 2 Write tablets. The intransigence of Toshiba in its refusal to simply provide downloadable TruNote, TruCapture, and TruRecorder installation files for owners of its Encore 2 Write tablets is typical of any large manufacturer that has no true regard for its customers' needs. Toshiba could easily control such downloads, if that is an issue, by requiring customer serial numbers. Mine is [redacted]. Now Toshiba can stop claiming that it has no record of my tablet ownership, although of course it has had that record all along.Toshiba has thus far not had the integrity to fully provide what it owes to its customers, and would prefer instead to perpetually say "we consider this matter closed". I can only repeat my reasonable response that "The matter will not be closed until Toshiba provides downloadable installation files for TruNote, TruCapture, and TruRecorder." I would add that it is asinine of Toshiba to carry on with petty responses rather than effecting a fair and simple remedy. Since the Revdex.com seems to see itself as a courier of messages rather than a real arbiter of change, I would also like to remind Toshiba that their mindless arguments provide additional fodder for the formal complaint lodged against them with the Federal Trade Commission, hopefully a body with far more teeth than the Revdex.com.

With little reason for regard,

Review: Repeat issues and charges for repair

I purchased a new Toshiba laptop a couple of months ago. We were having issues with our home Internet, so I did not think it was the new laptop. Once the home Internet was fixed, we determined that it was actually the laptop having problems. We were forced to pay $69, which is ridiculous, and guaranteed it would be fixed. We have had to call repair and spent hours for the same issue, today is the third time. I personally think we have a defective wireless card, but they keep insisting that it is software. We paid $250 for this laptop, actually $320 if you include the mandatory repair charge, and it's still only working sometimes. We should not be having this many issues worn a brand new laptop. This is the first, and the last time we ever buy a toshiba again.Desired Settlement: I want my the $69 I paid for the service charge refunded abd I want this laptop replaced.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our representative from our software department ([redacted]) has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests. Our customer can always contact our technical and software department at ###-###-#### or ###-###-####. At this time we consider this matter closed.

Review: Toshiba sold defective products, and they refused to pay for the shipping cost for sending it back to repair, even when it's still in warranty.

We bought Toshiba Satellite [redacted] in June,2013. We just used for getting online and surf internet, no heavy duty at all. However, it died after merely 8 months. The computer cannot be started--it is now stuck in black screen. It seems that the hard disk failed. It is still in warranty. So we contacted the technical support and they tried to instruct us to repair it by rebooting a few times, but it did not work. Then we have to send it back to the repair depot. Case #[redacted]. However, they would not provide us a shipping label with postage, and when I tried reasoning over the phone with their case manager, he actually hang up on me. I myself are also doing some online business and it is a common practice than if it's the product quality problem, the manufacturer or the seller should provide the cost for the customer to send it back. Also, I had a Lenovo computer, when it had problem the manufacturer immediately provide a shipping label with postage for us to send it back to repair. So I don't think it's fair for us to spend more money on an already defective product--it already wasted us a lot of time trying to fix it and we have to wait for more than 2 weeks to get it fixed. I am not satisfied with their product as well as their customer service, especially the conversation with the case manager. He's very arrogant and does not listen to us.Desired Settlement: I just want them to pay for the shipping cost for sending it back to repair. It is not about the money, it is about the wrong procedure that they are practicing.

Business

Response:

A TAIS Representative has been in contact with the customer, Customer has sent the NB to depot on 3/31/2014 and paid for the shipping, TAIS informed the customer about the warranty coverage and explained that Inbound Shipping is not part of it, Customer accepted the explanation. At this time we consider this matter closed.

Review: On 08/04/2015 I placed an order (at [redacted]) for a Toshiba Satellite [redacted] Laptop, I knew this would be made and it could take a little bit of time to create. The first estimated shipping date was 08/11, then 08/14, then it was 08/24. On 08/24 I contacted Toshiba, via chat on their website, I was told in this chat the item has shipped but they have not received the tracking information yet, and to wait 24 hours for the tracking information. So again on 08/25 I chatted with on online representative and was once again told it has shipped, but for some reason they did not have the tracking information and to continue to wait. Approximately 45 minutes after that online chat, I logged onto my Toshiba order status and it had been updated from estimated shipping of 08/24 to 08/31, after I was told via chat that the item had already been shipped. I then proceeded to call Toshiba and was told via telephone, this item has not shipped and estimated ship will be 08/31, I then requested to cancel the order, and was told they needed 3 business days to cancel orders and the request for cancellation has been made but was not guaranteed. I was informed that if it cannot be canceled to allow the item to be charged on my credit card and then return it, I was given the Toshiba RMA website for returning items. I was not given a specific reason why the item was not shipped or even it was going to be shipped. I made them aware this order is for my work at home and the urgency of needing this item has increased, so much so I just wanted to cancel the order and go to a store to buy a laptop today since my needs are not being met and I cannot wait any longer.Desired Settlement: I would like it to be reported the estimated ship dates do not really mean much, they can be changed as many times as possible with no specific reason for the delay. I was not able to cancel the order because of estimated ship date is in 4 business day period, however the estimated ship date ,by their own admission, is not a guarantee of shipment, therefore it does not seem to make any sense why I would not be allowed to cancel and order that hasn't been shipped and does not have a definite and guaranteed ship date.

Consumer

Response:

Desired resolution would be if the computer if /and when it is shipped to me I would like a discount on this item, it has negatively affected my ability to work at home. When the item was ordered the ship date was a few days away and my ability to work was slightly impacted, but it continued to be pushed back and my ability to work was severely impacted.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS was able to update the Estimated Ship Date with our customer from time to time. TAIS found out that there was an unforeseen component shortage and this was the reason why the date continued to push back. Our customer requested for a cancellation for the order due to the continuous change of the Estimated Ship Date and the order was cancelled as per requested. Accessories were already shipped to the customer and was advised that we could provide RMA if they wish to return those items. Our customer wasn't charged as well since they requested for a cancellation for the order. At this time we consider this matter closed.

Review: In short (leaving out a lot of detail) I purchased a laptop, I could not gain internet access, I contacted Toshiba they detected it was a software issue. They told me they do not warranty software, only hardware, I said then I'm returning the PC within your 15 day return period, they said we'll send you e-Mail with Fed ex info. Then an hour later They call me and say we can help you and we'll wave our $99 hour fee if you Purchase Mcafee internet security software then we will remove the trial version of Norton that is causing your problem. I said I had no intention of paying an addt'l fee.

Toshiba then agreed to set specs back to original and then I could get internet access. I told them that since it took several days for me to find initial issue thatI would need them to extend 15 day return period so I could properly test system, they declined, so I said that I don't have sufficient time to test the correction they gave me and I would still return laptop.

They said O.K. and that I would receive e-Mail instructions and fed ex info for full refund. I never receieved. I have called back several times (for at least 5 hours) and have not as of yet recevied this information. Prior to the expiry period I wanted to notify Revdex.comDesired Settlement: Return of laptop and refundto creditcard

case #'s [redacted] # [redacted]

Consumer

Response:

Toshiba has provided me with return instructions and Fed Ex voucher, so I believe this case can be closed.

Review: we purchased a new Toshiba Laptop through [redacted]. We noticed the lid didn't quite close tight but could see no issues. a few months later a piece of the hinge showed a crack. We immediately contacted Toshiba customer service and was given a repair order number by the customer service rep with more detailed instructions to come by email. Three Cust Ser reps later we finally received the mailing instructions to return the product for service. After we sent the computer in, another email came advising us to call a number about the repairs. This was July 1st. I called that number for the next 2 days always getting a voice mail and never a call back. I waited until after the July 4th holiday before trying to reach them again . Three more calls later I reached someone who stated that the repairs would not be covered. Had we taken it back to [redacted] within 14 days of purchase [redacted] would have n covered it or so I've been led to believe. I've done just a little research on line and find complaint after complaint about the Toshiba hinges and even a class action law suit settlement back 2010. We ended up paying over $120 for shipping and repairs. We've had the computer back for less then two weeks and the same hinge (right one) is already sounding funny. On the first repair they received the computer June 19th. It sat there close to two weeks before they ever looked at it then another two weeks because they claimed not to have the part to repair it. On the repair order they have listed CID customer induced damage. This computer was never dropped or manhandled by us in the short time we've owned it. I'm so disappointed in the product, the customer service and integrity of this company. I would just try to sell it and cut my losses but feel guilty passing along what I feel is a lemon.Desired Settlement: We would be happy with some sort of reasonable refund in exchange for the computer. Our experiences with this company and its representatives have been so negative - we simply don't care to have anything with the Toshiba name brand again.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on 6/19/2015 in our repair facility with a Broken Hinges, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility and our customer accepted the repair and paid for the quoted amount. The repair was completed last 7/24/2015 and the unit was delivered to our customer last 7/28/2015. If our customer will experience the same issue with the computer they can contact our Technical support department and they can process a rework for the unit. At this time we consider this matter closed.

Review: I purchased a Toshiba laptop less than 6 months ago and the keyboard stopped working properly. The hardware is still under warranty so I called and opened a ticket to have my keyboard fixed. I did not have software issues prior to sending my laptop to Toshiba and I did not ask them to make any changes to the software. My keyboard was repaired and my laptop sent back to me. In the box with my laptop was a repair summary. The summary states that the keyboard was fixed (issue duplicated and fixed) and that the factory software was reloaded. Needing to download the software and apps that were on the laptop prior to the repair, I started out by trying to download Google Chrome. I kept getting an error stating that it would not download.

I called Toshiba tech support and they stated that the registry was corrupt and that I would have to pay a subscription fee for Toshiba's Care+ since their software warranty is 90 days and mine had expired. I stated that I did not have any software issues prior to sending them the laptop and that they were responsible for corrupting my registry and I stated that I would not pay for their damage. When I refused to pay, the CSR transferred me to a supervisor. The supervisor told me that I would have to pay. I refused and asked to speak to a manager. The supervisor said he was the manager. I told him that it seemed like a conflict of interest that they damaged my laptop and now want me to pay for it. I insisted to speak with a manager and the supervisor hung up on me.Desired Settlement: Since Toshiba seems unwilling to help me fix the damage that they caused, I am going to have to try and fix it on my own or pay someone else to do it. If I have to pay someone else to fix it, then I want Toshiba to reimburse me for those expenses. If Toshiba gets back to me in a timely manner, which I doubt, I want them to fix the problem that they caused without charging me.

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: I am required to pay $24.95 to process a warranty repair on a Laptop that I purchased on 1/2/14 while on vacation that was defective since I opened the Box when it was Brand New.Desired Settlement: Toshiba should pay ALL expenses regarding shipping of this Product to repair it!!!

Business

Response:

A TAIS representative has been in contact with our customer. TAIS has offered to expedite our customers repair as well as pay for the shipping and packaging of the product. Unfortunately, our customer has declined this offer then customer disconnected the call. At this time we consider the matter closed.

Consumer

Response:

This response does NOTHING the change TAIS's Warranty Procedures... The thought of a Warranty here in the United States of American is to repair/replace a given Product while under Warranty with NO COST TO THE CONSUMER. TAIS for 2 months required me to pay a $25.00 Fee for shipping expenses in order for TAIS to repair my Laptop that was less then 2 months old. Furthermore, the Laptop NEVER performed to my expectation from the date of Purchase 1/2/14. I have literally spent over 48 hours on the Telephone over a 4 day period due to the fact that NONE OF THE TECHNICAL SUPPORT Personnel that answered the telephones at TAIS could FLUENTLY speak English. In my opinion, TAIS should not be allowed to do Business here in the United States of America. Their Warranty procedures are ridiculous!!! This is absolutely HORRENDOUS!!!!

Review: I bought a Toshiba encore 2 tablet and the screen freezes, the touch pad freezes &the Bluetooth doesn't work properly. This is the second one I bought in less than a month and Toshiba wants me to return it to them &if they can't fix it, they will send me another one but won't be brand new & they will not return my money back. I told them that I just want my money back .Desired Settlement: I would like to have my money back. I'm not interested in anymore Toshiba products

Business

Response:

A Toshiba America Information Systems (TAIS)

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

of our CEO Representatives had offered our customer to have a brand new

replacement and our customer was also asked for the POP of the unit to arrange

a refund process with Order Desk department however none of these options were

accepted by our customer. At this time we consider this matter closed.

Review: Purchased TV July 2013. When trying to turn on the TV, it may or may not come on. I have used the remote and the ON/OFF button on the TV and it may or may not turn on.This issue is a KNOWN issue with Toshiba based on a forum from their website. Multiple consumers have had the same issue with this model TV. After calling Tech Support, they want to charge $35 to troubleshoot the problem. The problem is it will not come on. The TV is still under warranty. Tech Support is no help at all.Desired Settlement: I would like a replacement TV especially because this is known issue with this model TV.

Business

Response:

A TAIS representative was in contact with the customer on 02/04/2014. TAIS has apologized for any inconvenience and has provided a work order in accordance to the warranty for the customer under authorization number (V2- [redacted]). Currently we are waiting for the customer to send the unit to our depot. It is stated in the Standard Limited Warranty the shipping and handling is the responsibility of the customer. For a refund/replacement, the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the return policy timeframe. 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 purchased a brand new Toshiba - Radius 2-in-1 15.6" Touch-Screen Laptop - Intel Core i5 - 8GB Memory - 750GB Hard Drive (P55W-B5220) at the end of July from [redacted]. Everything about this computer works great, except that it won't connect to the wireless internet unless I am in the same room as the router. All of my other wifi-enabled devices (work computer, phone, tablets) have no problem connecting to the internet from anywhere in the house. I did some online research, and this is a widely reported issue with this computer (product reviews & community forums). I tried all of the troubleshooting steps listed on the support site and in the community forums but nothing has resolved the issue. I contacted Toshiba support and they insisted on making me go through all of the troubleshooting steps again, without ever acknowledging that this is an issue with the laptop. Their conclusion was that it was a problem with the wireless router.

I am now unable to return this laptop to [redacted], Toshiba refuses to admit responsibility, offer a solution to this problem or even admit that there is a problem. As a graduate student and full time employee I am not always going to be within a few feet of a wireless adapter, and I need to be able to access the internet to do my job and complete my school work.Desired Settlement: I would like:

1- Clear communication from Toshiba that there is a problem with this the wifi connectivity on this laptop model, whether it's the Toshiba laptop or the Intel wireless card

2- Clear steps on what is being done to resolve this problem and a clear timeline of when it will be resolved

3- A laptop that connects to the internet

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 09/09/2014, 09/10/2014; 09/11/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Review: Used RMA to return custom built laptop that was NOT configured as ordered and paid for by brother & replacement was not sent when and as promised.

Brother [redacted] ordered configurable laptop with features including lighted keyboard on 11/29/13 from Toshiba Direct P/N [redacted]. Order # [redacted]. Computer was FOB 12/5/13. As received, unit DID NOT have backlighted keyboard. When I was to configure for him, I saw incorrect keyboard and called Toshiba Direct & was told I would have to wait 2 more days just to get RMA emailed to me. I was further told after I asked that return computer be sent asap that we would have to pay a second time for replacement computer and then would have to wait for refund after original unit was received & refund processed. I complained that that didn't seem equitable & Rep talked to her supervisor who said that we would not have to pay again but that replacement would be sent back as soon as original was in [redacted] queue. Toshiba received return computer on 12/20/2013 at 2:37pm [redacted] tracking no. [redacted]. We waited 2 weeks to call back today & inquire as to why we had not received email with replacement unit tracking info, let alone replacement unit. Toshiba rep looked up details & initially thought we had not yet returned original unit. After I gave her tracking info details she indicated she would email me back return tracking number on replacement this afternoon. I did not receive email and called Toshiba Direct back. I told second rep I wanted call back from supervisor. He then went away and finally came back with new Order no. of [redacted] and said that we would have to wait while new unit was being built and we wouldn't get new unittracking number until Jan,17,2014. I strongly suspect that replacement unit build wasn't even submitted till after I talked to second rep since it was going to be another 2 weeks after first 2 weeks just to get return tracking info. Also they originally said that replacement would be sent to my address to save us shipping costs since my brother would then have to send to me again to configure. We feel we have received shabby treatment from Toshiba and expect that since we suspect that return info given to first rep asking return of replacement to me to save us second shipping & that he had to call back and confirm so they would change was also not filed originally or lost and that they will return to original address--contrary to what they agreed on once he confirmed change of return shipping address. I now have doubts that supervisor will even call me back!Desired Settlement: I'm all fairness, they should have already have sent replacement and I want them to build it asap & send it to my address as given to them in original RMA discussions-- I expect they LOST the address my brother and I gave them and he confirmed to send it to me and send tracking info to me. I would also like an apology for their continuing bungling though I have little faith in their verbal agreements at this point.