Toshiba America Information Systems Inc

Review: I ordered 9 laptops on [redacted] with 2nd day air. Will not be receiving 2nd day air, and no refund either.

On November 21st, I ordered 9 laptops for A Woman's View in [redacted] before 10:00 AM EST with 2nd day air because we need them ASAP.

After 4:00 PM EST I receive an e-mail saying they need to verify the order, hence, my 2nd day air will no longer be 2nd day air.

After verifying the order in the morning, I called to ask about getting part of the 2nd day air back and spoke to [redacted]. She was very nice, but informed me that with their verification process that they couldn't give me a refund. My question was how can they put 2nd day air on their website and never really offer 2nd day air, not only that, but they don't ship out on Friday either. So my 2nd day air we paid extra for, is now, 4 day air.Desired Settlement: I reasonably expected to order 9 laptops from them online and receive them in 2 days because of paying for it. I would like to get the laptops by Monday and I won't need a refund but they would need to be overnighted on Saturday. If they can't by Monday then they should be honest and give a partial credit.

Business

Response:

A TAIS representative has been in contact with Toshiba Direct. Below is the information received.

The customer placed the order online on 11/21/13. During the checkout process the website clearly outlines the shipping policy:

Note: Expedited shipping, such as Next Day or 2nd Day, is dependent on product availability and payment verification which can take 1-2 business days. Orders placed Mon - Fri after 12:45PM PT or on weekends, will usually ship on the next business day. Holidays and weekends are not scheduled delivery dates. (Expedited shipping is not available for orders containing televisions, TV/DVD combos, customized laptops, or orders placed on Saturday and Sunday). For assistance please call the phone number above during regular business hours.

We did need to speak with the customer to verify the payment information and therefore, the order did not get released to the warehouse for shipping until 11/22/13. The order did ship out on 11/22/13 under [redacted] tracking numbers:

As stated in our policy online, holidays and weekends are not scheduled delivery dates. Since the product shipped on Friday, 11/22/2013, the earliest delivery would be Monday, 11/25/2013. However, due to adverse weather in the [redacted] area, there was a 24 hour delay which made the delivery 11/26/2013.

Although, we are not responsible for the delay due to adverse weather and we clearly stated that weekend deliveries are not available, we are processing a partial credit of $33.20 which is a 20% discount on the $165.99 shipping charge. The credit is being processed to the credit card ending in [redacted].

Consumer

Response:

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

The refund is too little, and I know that inclement weather played a part in some of the laptops arriving later, but that isn't my complaint. I'm not even complaining about the order verification process, I'm complaining that I paid 2nd day air before 10 in the morning, fully expecting the laptops our business needed ASAP to leave that day. If you see that someone has ordered 9 laptops and paid 2nd day air, maybe you could call to verify before 4 in the evening that day, that is dishonest and lazy to me. Not only was I not in the office then, fully having expected the laptops to have been purchased already, only to get a call at home where I could not reach the contact on the card that was used to pay for the laptops. Don't offer 2nd day air and charge a lot of money for it if you think you can never ever reasonably expect to offer that service, it is like bait and switch.

Regards,

Business

Response:

As stated in our original response, choosing 2nd Day Air is dependent on product availability and payment verification which can take up to 2 business days. We

work all orders in a first in, first out basis, with expedited orders prioritized, knowing that the customer is looking to have these item as quickly as possible. The order was shipped the following business day (within the posted processing time of 1-2 business days) and the only delay outside of the posted processing time was 1 day due to weather, which is outside of our control. We feel that the good faith credit of 20% that has been issued is appropriate and further credits will not be issued.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will apparently be the best I can get from them. I will wait for the business to give the 20% refund, if it does, will consider this complaint resolved although still unsatisfactory.

Regards,

Review: I purchased a Toshiba Satellite laptop; months after doing so, it lost all power without warning during normal use, and would not restart. I followed Toshiba's warranty process and sent it to their depot repair facility in [redacted] Indiana, at my own shipping cost. They "repaired" the computer by replacing the motherboard, wiping the hard drive in the process. A couple of weeks later, the computer suddenly lost power again, in exactly the same way as before.

In calls to Toshiba, representatives did not give credence to my concern that the laptop itself was defective, and my very reasonable concern that, if the computer was fixed again, the same issue could arise and cause me to lose all data without warning. I need to be able to rely on my computer, and representatives are not making me feel like I will be able to trust the product not to fail after a second round of repairs (and even more wear and tear during the shipping process). Customer service representatives did not assure me that, if the repair depot found the same issue, Toshiba would replace the product -- but they should.

This issue is compounded because of the unexpected nature of the product failure -- when it breaks, there is no warning -- so having the laptop power on and appearing to work will not reassure me that it won't experience the same issue in the near future.Desired Settlement: Replacement -- the nature of this issue calls for a new product. Toshiba needs to stand behind their product and ensure that I can trust their technology, and nothing short of replacement will convince me that the computer is safe.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

customer was able to speak to one of our case manager representatives and was

informed that replace is not the option however they provided a repair for the

unit in accordance to the standard limited warranty of the computer and advised

that our technicians will diagnose the problem and have it repaired. The unit

was received in our facility last 04/06/2015 and currently the repair status of

the unit is waiting for the parts to be delivered. At this time we consider

this matter closed.

Perhaps the worst customer service I have experienced in 55 years. Bought a Laptop from Toshiba Direct with MS Office and accessories. Within 2 weeks the laptop had a hard drive failure. Toshiba took the unit back and replaced the hard drive. When I tried to reinstall the software I bought from Toshiba with the laptop it would not install because the certificate was used on the original Hard Drive. Spent 9 hours on the phone with Toshiba only to get passed from office to office. Even had on person ask if we hadn't spoken earlier in the day. Useless customer service. Will not stand behind their product. Will not purchase a product again from them.

Review: On August 20 2014 I bought a Toshiba laptop at [redacted]. This laptop was not right from day one, in fact I thought they sold me a used one. Within 1 month is got the blue window of death. The laptop was out of control. nothing on it was right. I bought the insurance for it only to find out the sales person at [redacted] lied to me. When I went to use the insurance it was told I bought insurance in case the monitor got cracked. Why would I have spent the money on that. I have made at least 10 trips to [redacted]. the geek squad really did know much, but it was finally decided that a recovery disc was to be ordered and bought by me. it is delivered to Colorado Springs but the label was so messed up it went back right away. I call Toshiba and asked it they could please over night beings it was their fault messing up the label. I have been on the phone for 5 days trying to get someone to talk to me. I think they should of replaced the laptop with no problem, I also think they should pay for the recovery disc. The laptop is now 4 months and is still not workingI had to close down my business because I had no computer to do the work.Desired Settlement: This is actually for [redacted] and Toshiba. Since the very start I have had problems I told [redacted] and they basically told me to bad. I asked if they could replace it for me and told them what happened and they treated me like I was not important. Same with Toshiba, no matter what phone number you call for the corporate office, your not allowed to talk to a person who is corporate.I think it is only fair that they send me a new laptop and pay for the disc and other services I paid for.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak to one of our case manager representatives. The representative processed resending another recovery media to our customer under [redacted] tracking number [redacted] and the unit was delivered to our customer location Feb. 17, 2015 10:39 AM MT. At this time we consider this matter closed.

Review: I purchased a Toshiba Satellite C55-A (serial no.: [redacted]) sometime in late spring 2014. The laptop never worked right, including sticky keys, non-responsive mousepad and general overall slowness. After several hours on the phone and a $69.00 diagnostic fee, I sent the computer to Toshiba for a new hard drive. Upon return, the computer experiences all the same problems I experienced before the attempted repair. I am now told that they cannot issue a refund or a replacement and that I need to send it back to them for another attempted repair, even though I was told that refunds or replacements are issued if a repair cannot be made. They already attempted a repair and it did not work. After their last attempt, I had to re-install (and thus repay) to reinstall Microsoft word and my security software.Desired Settlement: I want a refund of the purchase price of the laptop, reimbursement of the $69.00 diagnostic fee, and reimbursement of my charges for reinstalling Microsoft word and my security software. They already made an attempt at a repair and the attempt failed.

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 has offered to send back the unit to our depot repair facility for rework with free shipping and packaging of the unit. Unfortunately, our customer has declined this offer. Our customer has advised that the refund is not covered/part of the standard limited warranty of the computer. At this time we consider this matter closed.

Review: Toshiba had a defective design in laptop hinges. They had a recall but I was never notified of the recall. My PC Satellite Laptop hinge broke rendering the PC useless. After repeated phone calls I was told that Toshiba would not make the defect right and they referred me to a contract repair shop in [redacted]. I contacted them and they wanted $265 for the repair and 3 weeks to do the work. I had to do something so I sent it to them. After 3 weeks I received back a PC which is so slow, despite several hours I have spent defragging, system clean-up, full Norton scan, trying to repair it, as it was operating with reasonable speed until the hinge broke. Repeated calls to Toyota got me nowhere, both to the repair facility as well as to the Toshiba help line. They wanted me to send it back to the repair facility but I cannot go without a PC that has current browser and operating software any longer. My old PC will not support the software I must have to support my business functions. I asked about a local shop.Desired Settlement: They finally referred me to [redacted] in [redacted] that wants $50 to lock at my PC and $85 per hour to work on it. Toshiba expects me to pay this, when they were the ones who created the problem. I need your help. [redacted] Cell Phone [redacted], [redacted]

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer computer is already out of warranty since 02/08/2013 so that’s why he was advised to contact Toshiba Repair Services to set up the repair and since our customer still experiencing some issue after the repair, TAIS will advised our customer that he needs to contact Toshiba Repair Services back to check what would be the problem since he paid for their service. At this time we consider this matter closed.

Review: This is the second go around with Toshiba. The first time we had to go through the Better Business to get results and now we have to do it again. Toshiba really knows how to run you around circles. We have a 55" 3D television that was replaced by Toshiba on June 19, 2013. It worked good for 9 months then started to turn on and off by it's self and lost the TV guide. Toshiba was contacted several times; 3/21/14, 3/26/14 twice, 4/5/14 and twice on 5/8/14. The first time we were told to call Town and Country TV in Richland Center Wisconsin and set up a appointment, Toshiba would email them with a repair number. Toshiba never contacted them. After waiting for a month Toshiba didn't contact them so we called them again. We were told after trying several things to get the TV guide working that they would research the problem and call us back. No call so on 4/5 called them and was told that they would get a fix so waited again; no call. Called today and after explaining the problems again was told to follow the instructions on page 60 of the operating manual and call back if that didn't work. When I called back I was told that I would have to pay for support, when I said all I wanted was the set fixed under warranty I was told again that I would have to pay for support. This is nothing but a runaround; just like the first time. We no longer want anything to do with Toshiba; they do not support there product which has been nothing but junk.Desired Settlement: We do not want there TV and want them to buy it back for the original price we paid. We want nothing to do with Toshiba or any of there products. We can buy a TV that works and from a manufacture that believes in customer satisfaction. The price we paid was $1149.99.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research, our customer called us last 05/08/14 he spoke to our technical support representative and our customer said that the TV media guide is not working however the phone support warranty of the customer is expired so that’s why he was asked to pay for that even though he’s still have a 1year standard limited warranty because the phone support is only valid for 90days upon purchased. But for the inconvenience our customer has experienced TAIS would like to offer a free support over the phone and our customer will be assist of our technical support specialist to diagnose what would be the issue and he only need to provide is the best time that we can contact him so it can be fixed as much as possible. 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: Purchased a new tablet, the key board broke, no fault of mine. Purchases 2 months ago. Company refuses to replace the broken key board. It is a faulty product, why should I pay more money to replace some thing I did not break, I spent 600 dollars on this product.Desired Settlement: All I want is a new keyboard to replace the faulty one I received.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representative and has offered to send her computer to our Toshiba Engineers/Tri-Star to fix the issue. Our customer agreed with that offer. At this time we consider this matter closed.

Review: I purchased a new Toshiba laptop from a retailer on November 26 2014 and it has a 1 year warranty against defects. I began having an issue with one of the hinges being hard to open which in turn started to make the computer itself separate near the hinge. I called the warranty section of Toshiba and clearly told them of the issues I was having and I was told that it would be covered under my warranty and I should send it to their warranty depot in [redacted] at my own cost for shipping. It arrived and sat for almost 2 weeks and than I received a call that the hinge would not be covered and that they would only cover the separation of the computer case. Once they had my computer I had to pay the $50.00 or they would not finish the repair. I need my computer for my bills so I paid the money even though it is still under warranty.Desired Settlement: I don't feel that I should have been charged for the repair since it was under my warranty period and also was told before I shipped it that it was cavered.

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 unit

considered as physical damage after the diagnosis of our technicians and in

accordance to the standard limited warranty of the unit any physical or

accidental damaged is not covered. Our customer can contact Toshiba Repair

Services at ###-###-####. At this time we consider this matter closed.

Review: Purchased a Toshiba laptop 12/14/13 from Staples in [redacted]. Paid $749 for a Toshiba S55 laptop. This was a gift for my son [redacted] who attends college at ERAU in Daytona Beach, Fl. Laptop had problems and would not operate. Went back to Staples within 30 days and would not honor any exchange as we did not purchase the extended service plan. Seems yop only have 14 days for any return. We were told to call Toshiba as their warranty would fix the problem. Service at Toshiba is HORRIBLE. You bare given a phone # that takes you to a Philippines call center who can not provide any help other than tell you that you should receive a call within an week. I asked to speak with a person in the USA and was given a bogus phone#. After several more call, I was able to reach a Megan in the US who again can not help do anything but update the system that I called and that she would have another person get back to me once they are able. I have tried several times to reach a supervisor but they continue to stifle any called by telling them they are unable to do that. Bottom line is my son has had his laptop for 2 months and it hasn't worked half of the time. Tech service from Toshiba is horrible and there is no way get anything resolved from the dozen or so phone calls I have made. It is extremely frustrating paying over $700 for a laptop and the product and service from Toshiba are terrible. The recent claim# with Toshiba is #14[redacted]4 Serial# [redacted] 2nd time we are sending this laptop back for repairs. My son has been without his laptop and it is very difficult for him to do homework and research without it. The downtime has been excessive and Toshiba needs to make good on their faulty products.Desired Settlement: Outsourcing to the Philippines is a big mistake and frustrating for any consumer with questions or problems with their computers. Service is just horrible and no one seems to want to help. Like dealing with robots. Toshiba needs to replace my computer and do it in a timely manor.

Business

Response:

A TAIS representative was in contact with our customer on 02/24/2014. TAIS has assisted the customer by sending them a box and a shipping label so they can send their unit into our special evaluation team for diagnostics of the computer at no charge to our customer. TAIS has informed the customer that depending on the outcome of the diagnostics the customer may be charged if a repair is needed, if a charge is necessary for the repair we’ll discuss this with the customer prior to any repairs so the customer has the choice whether to have the unit repaired or shipped back to them unrepaired.

Currently we’re waiting for the customers unit to be delivered to us. For a refund/exchange the customer would need to contact directly the reseller where the unit was purchased to determine if the unit is still within the return/exchange policy time frame. At this time we consider this matter closed.

Consumer

Response:

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

Staples is telling me to go through the manufacturer for any problems past the 14 day return period and Toshiba is telling me to go through the retailer?? Why is there such a disconnect? The Toshiba warranty is good until 12/2015 so I have no idea why they would charge for repairs or send back a laptop that not working. I have been in contact with Chanel 6 News and they are very interested in my situation.

Review: I purchased a new Toshiba [redacted] laptop computer via Amazon on 12/02/2013. The laptop was defective (Intermittent keyboard malfunction). I have contacted tech support and/or customer service on at least 9 occasions & returned the laptop for repair 3 times. The laptop still has the same problem (Intermittent keyboard malfunction). The laptop is currently at a Toshiba repair facility for the fourth time; only because, after extensive argument on my part, that is absolutely the only option the Customer Service Representative would allow.The Service/Case Reference Numbers[redacted] (Return for repair)[redacted] (Return for repair[redacted] (Return for repair)1[redacted]Under "Consumer Electronics Warranty Lemon Law", I should be eligible for a refund or replacement.Desired Settlement: Toshiba should refund my purchase price of $548.68 and retain the defective [redacted].

Business

Response:

A 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 his case over to our Order Desk Department for review of other options and evaluation, our customer agreed, at this time we consider this matter closed.

Review: My DVD broke. It is still under warranty. Toshiba will not refund money to purchase another one.

DVD broke. Still under warranty. Went thru their Acclaim's process to get a refund. Was given an RMA # ([redacted]). Sent player to Milpitas. Was sent a coupon code to purchase another player in the amount of $60.07. Was told that I could only purchase another DVD player at ToshibaDirect. The website only offers one DVD player in the amount of $119.99. I would have to pay an additional $60 plus tax and shipping in order to replace my defective DVD player.

I have spoken to NUMEROUS people at Toshiba to try to get this resolved. Their system is maddening. I even spoke to a "case manager" who told me that all he could do was "document" my complaint. He did not want specific information about my issue--not my name, not my product description, not the RMA # that I was assigned. He only wanted the basic information about my complaint. He told me that they do not call customers back--would not take my phone number or address.

I have literally spoken to 20 or more people at Toshiba trying to get this issue resolved.

Each person I have spoken to has said "You've been transferred to the wrong department, let me connect you to the right department." When connected to another department I get the same response ("Wrong dept., let me transfer you...")

The original cost of my DVD player was $34.99. All I wanted was a coupon or refund check for that amount so that I could go buy another Toshiba DVD player. But they do not offer that. They only offer an online coupon which does not cover the cost of the only DVD player that they offer at ToshibaDirect.

Why would ToshibaDirect only have one DVD player offered for sale? I can go to [redacted] and find 4 or 5 Toshiba DVD players for sale. But the Toshiba website only has one.

So, now I have no DVD player (they have it in Milpitas). I have no way of getting another DVD player using their crazy refund process. And I cannot find one person at Toshiba who can deal with this issue.

One final problem... When I first called Toshiba (888-592-0944) I immediately heard the following message: "Congratulations! You have been selected to receive a $100 Wal-Mart gift card. Please stay on the line to receive your gift card!"

I thought I had dialed the wrong number. A man came on the line and I asked him if I had dialed Toshiba.

He told me that I had dialed correctly, but because Toshiba's lines were busy, I had been selected to receive a gift card.

I told the man that I didn't want a gift card, that I only wanted to speak to Toshiba. He kept pressuring me to talk about the card. Finally he said, "All you have to do is provide me with your credit card number to cover shipping and handling for the card."

I became angry--knowing that he was trying to scam me. I reiterated that I wanted to speak to someone at Toshiba. And he hung up on me.

When I phoned the number again, I reached Toshiba.

I explained what had happened with the gift card. The person I spoke to (in the Philippines) told me that since I had been transferred to an international call-center, calls are sometimes "hijacked" to people who will try to scam you by getting your credit card info.

I have lost ALL confidence that Toshiba will resolve my problem.

I would have been better off taking the defective DVD player out back and bashing it against a brick wall.Desired Settlement: I want a check or paper coupon that will allow me to go to an electronics store and replace my $34.99 DVD player. I don't want their $60.07 online coupon, which is absolutely useless. I just want to get a DVD player to replace my defective one that was still under warranty.

Business

Response:

A TAIS representative has been in contact with our customer. TAIS has advised the customer that if they are beyond the return policy of the reseller, they will need to go to the [redacted] and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we are not able to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they will need to follow the steps on the web address listed above. The customer will receive a coupon code for a replacement product on [redacted] A check or a paper coupon is not an option for the acclaim process. At this time we consider this matter closed.

Consumer

Response:

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

For your reference, details of the offer I reviewed appear below.

On or around February 12, 2014 I went through the Toshiba Acclaim Process to try to resolve this matter. I received an RMA number ([redacted]), and then spent approximately $14 mailing the defective DVD player, along with proof of purchase, back to Toshiba in Milpitas, CA.

On February 24, 2014, I received confirmation that my defective DVD player was received by Toshiba and an online coupon in the amount of $60.07 was issued for my use at toshibadirect.com.

Unfortunately, toshibadirect only has ONE DVD player on that website. And the cost of the DVD player is well over twice the amount of the online coupon ($129.99).

If I had used the online coupon, I would have ended up paying an additional $60, plus shipping, in order to replace a $34.99 Toshiba DVD player.

I don't want an online coupon which is useless to me. I want coupon that will allow me to put $34.99 to a new Toshiba DVD player at either [redacted], [redacted], or some other chain store that carries Toshiba DVD players that are equal or slightly higher in price than the defective $34.99 DVD player that I purchased. I have looked at other Toshiba DVD players in these two stores and found comparable players that are around $34.00.

This is not an unreasonable request. Toshiba will ultimately pay less to replace my defective DVD player if they just issue a replacement check or card to purchase a Toshiba DVD player.

It is not fair for me to have to pay over $60 to replace a defective DVD player, that was still under warranty, that originally cost $34.99.

Why would toshibadirect only have ONE DVD player on their website? And why would it cost so much more than other Toshiba DVD players that can be readily found in chain stores throughout the nation? It makes no sense.

I feel as though Toshiba is scamming me. If they do not wish to replace my defective DVD player, which was still under warranty, then please have Toshiba return my defective DVD player to me at their expense.

Regards,

Review: I ordered a product from Toshiba.com. it was a 3 terabyte hard drive from my computer. I found a deal online that reduced the price of the drive to $51 + Tax and Shipping ($62.00) overall. I received an email confirmation for the order. I even talked to a live support rep 20 minutes after placing the order to confirm the order was placed and processing, which I was told it was. I got an email confirming the chat. Two days later, in the middle of the night, I received an email saying the order was canceled. The email stated that the promo code I used was not supposed to be valid with the item I bought and because of it, the price cannot be honored and the order was canceled. I was blamed for their engineer/website manager's mistake. If the promo code was not supposed to be valid with certain products, then they should have made sure of it themselves. Instead, they put the blame on the customer stating that since I was not supposed to be able to use the code with the 3TB hard drive, that its my fault the order is being canceled. I spent an hour with Live chat today who reconfirmed the order had been canceled and not honored even though it was their mistake. I was encouraged to call their support number for further assistance. I called their customer support line today and spent 2 hours talking to the rep and their supervisor. Neither were able to help me at all. Although nice, their support was limited to reiterating that even though their website engineer messed up, they are cancelling MY order because if it. I get to suffer the consequence of THEIR mistake. So, not only have they created a situation where they inconvenienced me because of their mistake, but they are costing me more time and money just to try and figure out what happened. At the end of the day, the issue was theirs. The mistake was on their end, and they should accept those consequences. Their processor, [redacted], took funds out of my account that are now unusable. All because of Toshiba's mistake.Desired Settlement: Honor the order that was placed. Its not my problem their website engineer messed up. I took advantage of what I thought was a great deal on a company's item I would have never even given a thought about otherwise. They messed up, not me.

Business

Response:

A Toshiba America Information Systems (TAIS)

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

customer was sent an email regarding to this information. They were advised

that the order attempted to utilize a coupon code cannot be combined with other

discounts or used on special promotions or clearance items pursuant to Toshiba’s

published Terms and Conditions. The item(s) ordered were already subject to a

special promotion and therefore the usage of his coupon cannot be honored. Our

customer was informed that the order has been canceled due to this information.

At this time we consider this matter closed.

Review: Toshiba distributed the Portege m400 Tablet with Windows Vista (I have the COA on the back). According to Microsoft licensing agreements they are supposed to provide a way to recover the operating system upon the sale of Windows.

Toshiba has a way to order recovery discs online through their website; however, the recovery discs are for Windows XP (A downgrade from Vista). Regardless, I ordered the XP discs, and they do not work. The recovery discs Toshiba sells for this model have trouble recognizing the hard drive because they were never created to support Sata drives. The discs were never compatible with the hardware in the laptop since Windows XP does not natively support the Sata drive in this laptop upon install. The recovery discs never functioned for anyone that bought them and were a scam from the beginning. Toshiba knows this and has probably conned thousands of people out of their money. There are multiple forums, complaints, people using external floppy drives to hack the files in, and people slipstream hacking Windows XP just to try to get it to work with this hardware. I demanded a refund from five representatives at Toshiba. Toshiba said all sales were final, and that a refund would not be given. I want a functioning product or my $30 back. Toshiba is knowingly violating Windows licensing agreements, selling fraudulent software, and scamming people out of their money. A few complaint forums for this product can be seen at: [redacted]Desired Settlement: A refund of 30.00

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the original Operating System of the unit of our customer is Windows XP Tablet Edition 2005 and as per the Recovery Disc that he purchased from the website is also a Windows XP so therefore it’s the same Operating System. At this time we considered this matter closed.

Consumer

Response:

The computer came with a Windows Vista COA on the back and a SATA drive. This computer did not initially come with Windows XP. If you even read the complaint you would have seen all the forums complaining about this specific topic. Toshiba intentionally sent me a defective disc.

Review: I sent out my Toshiba laptop for warranty repair because the port for the plug was loose. I had to explain repeatedly that I had not dropped my laptop or otherwise caused the damage. I was accused of causing the damage or spilling something on it because they assumed I was lying. When I got my laptop back there was still damage (it sounded like the fan was rattling). I was unable to do anything about it until after finals. I called on 12/16 which was the last day of the warranty. They told me the that even though it said 12/16 the warranty was over. It took over an hour to convince them otherwise. Since sending in my laptop I have received an email from the 3rd party repair company stating that the damage wasn't covered and to email them and that I could expect a reply within 1 business day. That was a week ago and I haven't heard back yet. No one at Toshiba could do anything but tell me that they couldn't tell me anything including the supervisor and manager that I spoke to. I was given the email and phone number they use to contact the 3rd party company and after several phone calls and emails I haven't heard back yet. Finally a manager at Toshiba told me today that my laptop was being sent back without being repaired because I hadn't paid and that they warranty wouldn't cover it anyway yet she was unable to tell me why it wasn't covered. Every person that I spoke to at Toshiba was rude and condescending. I don't appreciate being discriminated against because I am a 19 year old college student.Desired Settlement: I would like my laptop repaired at no cost to me for shipping, labor, or parts. I would also like my initial shipping fee reimbursed.

Business

Response:

A TAIS representative was in contact with our customer on 01/14/2014. TAIS has apologized for any inconvenience. TAIS received the customer’s unit on 12/27/2013 in our repair facility with a DAMAGED BASE ASSY, which is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. The unit has been delivered back to the customer under Fed Ex tracking number 5[redacted]24 (unrepaired) being as the customer declined to pay for the repair. At this time we consider this matter closed

Review: I had a problem with my new Toshiba laptop and called support. The first representative offered me some service that I wanted to discuss with my husband before paying for it and said that I will call back. When my husband and I called back in about 10 minutes, we were transferred to a different person - lady named [redacted]. She was rude and completely unprofessional. She was not listening to our questions, repeating things that we've already heard, putting us on mute for extended periods of times, etc. After talking to her for about 10 minutes and not getting any support, I asked to be transferred to a supervisor. She put us on hold for about 5 minutes and when she came back, she said that supervisor is not available right now but he/she will call us back as soon as possible. We spoke with this lady around 9:00 a.m. on December 30, 2013. It's around 6:30 p.m. on January 3, 2014, but we still did not hear back from Toshiba support person and/or a supervisor.Desired Settlement: Provide explanation of not providing technical support

Business

Response:

A TAIS representative was in contact with the customer via voice mail on 01/08/2014. TAIS has apologized for any inconvenience. TAIS has informed the customer the issue “Unable to access music website/Problem loading the adobe flash” has been escalated to a L3 tech and a supervisor will be contacting the customer. At this time we consider this matter closed.

Consumer

Response:

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

Regards,

Business

Response:

A TAIS representative was in contact with the customer via voice mail on 01/08/2014. TAIS has apologized for any inconvenience. TAIS has informed the customer the issue “Unable to access music website/Problem loading the adobe flash” has been escalated to a L3 tech. As stated in the previous response, the supervisor will be contacting the customer in the near future. As a reminder, it is stated in the Standard Limited Warranty, software issues are not covered. At this time we consider this matter closed.

Review: I contacted Toshiba 1 week ago today. My case number is 2[redacted]4009. I told the woman the the screen on my computer has stopped working, it powers on but the screen is black. I did some research and found yhat it was a common thing with my model (I understand that these things happen, it wasn't a big deal). They instructed me to back up my files. I cannot do this because the screen does not turn on. After 2 hours on the phone talking to multiple people telling me to pay someone at a shop to do it for me, because they are "incapable" to do it. Although they have data transfer as a service that they offer. I was told a supervisor would call me back in 1 hour. After 1 week, I called them again today (7/10/14). Once again on the phone for 2 hours talking to multiple people, I finally get a "Case Manager". I asked the Case Manager if they could just repair the screen and not touch the hard drive. Apparently that was to much to ask for. I then asked to speak to his boss and was told very sarcasticly the number to the cooperate numer and told me it was tge CEOs number. I'm extremely disappointed in the quality of service and attitudes of this business.Desired Settlement: I would like them to either repair my computers screen and not touch my hard drive in the process, or transfer my data to a new computer and send me that.

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 representative from corporate and they provided a resolution to the customer, our customer will send his unit to our depot repair facility and also advised to put a note on the box of his computer stating about the request of the repair. Our customer agreed with that. At this time we consider this matter closed.

Review: I bought a Toshiba laptop in 2014 and it is still under warranty. I called last year about issues with the laptop and thy said they could not fix it and I would have to pay for it. The under warranty laptop had screw fall out the bottom, cracked on bottom right side, right hinge off balance, charger/ac adapter messed up and the hole where the charger goes to charge your laptop is to be to loose to hold the chord in it. Once Toshiba was contacted by Revdex.com & Attorney General office, they called and sent out a box so I could send my laptop to them. I sent it and they did a repair. When I got it back it was clean working but shortly after a screw fell out the bottom again and still having problems where you stick the charger chord in side of laptop it seems too small, keep popping chord out & having problems charging laptop. I called last& this week and no one has called me back after a few calls. When I did speak with the warranty department over the phone they said my phone warranty was up and they had to test laptop [makes no since because they did not last time]& in order to test I would have to pay them over the phone even though my laptop is under warranty. I need help contacting someone who will re-fix this ongoing issue. I tried to keep my laptop cause I need it and not complain again but I have to send it back. This issues started shortly after they sent I back the first time.Desired Settlement: I need those 2 things fix ASAP, a replacement or a refund. I have never had to send a laptop back to warranty like this. It is my first Toshiba product. I need to be contacted immediately by Toshiba ASAP to get this resolve. I called these 2 numbers ###-###-####[ said my phone warranty was up and they will charge me]. ###-###-#### ( Toshiba Revdex.com Dept) no one has returned my call yet since last week.

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 process a repair by

sending the computer to our engineers to diagnose the issue and have it fixed.

Our customer agreed to that offer. If our customer

has any questions or concern they may contact us at ###-###-####. At this time

we consider this matter closed.

Review: I bought a Toshiba laptop from Best Buy August 3rd. I had to send it out via Geek Squad in November. It was returned and in less than 24 hours crashed again. I called Toshiba, sent it out again (at my cost of $19.00) before Thanksgiving and just got it back December 10, 2012. and got it back only to have to return it to manufactures settings (which erased all my school work) and now the touch screen does not work. Called Toshiba and they said I have to send it out for a 3rd time. I have sent it out more than I have used it. I bought it for college and I am not able to use it for school. I called and ask to return it for a refund and was told NO and they hung up on me. I looked at their Facebook site and I am not the only one going through this type of problem.Desired Settlement: I want to be refunded the full cost of what I paid for the laptop so I can go purchase a laptop that actually works!

Business

Response:

A TAIS representative has contacted our customer; we are currently providing the customer with a new replacement computer. Currently, we are waiting for the customer to provide authorization to continue with the replacement. At this time we consider this matter closed.

Review: in regards to Repair Order Number: [redacted] purchased a toshiba computer during this past holiday season. I SENT IT BACK to toshiba since it was under warranty.My problem was that when using the mouse it kept on jamming. I paid $25 to ship it out to toshiba. All toshiba did was restart the computer. toshiba didn't even diagnose the problem. .Sure enough, my kids were complaining again about the mouse jamming.This is ridiculous toshiba never repaired the problem.Desired Settlement: Please send me a new computer and reimburse my $25 shipping fee.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS offered to our customer to send her computer for repair with free shipping so it can be fixed as much as possible. Unfortunately, our customer declined this offer, 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.

It is pointless for me to send them back the computer, if they are not interested in repairing it. When I originally sent it back they never repaired it, they just restarted the whole computer. I need them to diagnose the problem and adequately repair it.