Toshiba America Information Systems Inc

Review: I purchased a Toshiba Encore WT8-A32 tablet at Staples, and found after opening it that it would not power up. I attempted to return it to Staples, but unfortunately it was past the 30 day period for returns. They did inspect the unit and determined that the power plug receptacle was faulty (the floor model unit worked with fine with our plug). Since it is new and covered by warannty, Staples then called Toshiba to facilitate our sending it back, a box was sent to us by Toshiba for shipping the unit, and we sent it in for repair. Toshiba returned the item back to us with no comment or information, but unrepaired. I contacted them again, they again sent a box for shipment, and I shipped it back to Toshiba (order # TC-[redacted]). It was again shipped back to us unrepaired, and this time they said it was customer damaged. When I contacted the repair center and explained the problem, they agreed that the receptacle was probably faulty and promised to get back to me in 3 business days with a course of action. They failed to contact me, and after multiple calls and messages left, I was contacted by a representative saying that the unit is damaged by the customer and is not covered by warranty. Both Staples and myself agree that the unit is faulty.Desired Settlement: I would like the faulty tablet exchanged for a new tablet that works, as covered by the warranty purchased with the produ

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our depot repair facility found out that there is a physical damaged on the unit, which is not covered by the standard limited warranty, our customer can contact Toshiba Repair Service phone number: (800)438-3910 or they can bring the computer to an Authorized Service Provider, at this time we consider this matter closed.

Review: I purchased a brand new toshiba laptop from best buy, within weeks I had a software issue that created a green screen, it was an error message about the machine updating. I went to best buy they told me to get the recovery disks I had to contact toshiba. I called toshiba technical support for the recovery disks, they tried to have me restore the computer by phone. when it wouldn’t work they told me to send it in. They tried to charge me to ship it to them. I insisted that was ridiculous and after much trouble they finally sent me a box to ship it to them in. They claimed they fixed the issue and my laptop was being returned to me via fedex. When the package came the fedex delivery guy said “i cringed when I saw this come off the conveyor belt this morning”. My box was soaked,to the point that the cardboard was wrinkled. He recommended I refuse the package but encouraged me to open it. We inspected the product together, the screen of the laptop was all fogged up that you could wipe your finger down it like a bathroom mirror after a steamy hot shower. I declined the package. He said fed ex would take full responsibility and to contact toshiba and they should have me a new laptop within 24 hours. I contacted toshiba and finally got through to a supervisor named brenda who confirmed with their repair depot that my laptop was in perfect hardware condition when received (remember I sent it for a software issue and it was only about a month old). I was told I would have an email by that evening telling me the resolution. I told her I either wanted a replacement laptop or my money back. NOONE contacted me via email that day. (this all happened on a thursday) on Monday fedex was back at my door, they had tried to send the laptop back to toshiba and they had refused it and sent it back to me!! I declined the package once more and called fedex myself, they processed a claim and gave me a claim number. They told me toshiba would be reimbursed within 5-7 days and I should have aDesired Settlement: replacement laptop and some type of compensation (upgraded unit maybe?) for the nightmare they have put me through.

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 corporate representative and was informed that the case will be endorse to our order desk department to provide her a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at 877-421-7070. At this time we consider this matter closed.

Review: I purchased a Toshiba laptop from Bestbuy in December and I updated my windows 8 to 8.1 2 weeks ago. Ever since the update I have had errors with the system. On Friday my computer crashed with a BCD fail to load error 0xc0000034. I spoke with microsoft and they informed me that I can create a boot drive on another computer that will fix windows and allow me to keep all of my data and files. I need the microsoft product key for the computer I purchased to customize the key to my computer. I found out that they didn't put the sticker on the bottom of the laptop that shows the key so Microsoft told me to to call Toshiba since they will have it because I purchased it and any microsoft product purchased has to include the product key for registration and technical support if it is licensed by them. The first guy gave me a number which didn't work to get me off the phone. The next time I called I was bounced around and told they refuse to give me a product key number and if I want my laptop fixed I have to pay them $30 for them to send me a disk that will restore my computer to factory settings and make it work. I informed them that microsft can fix it without losing anything if I have the product key and they refused and told me it is not the way of Toshiba to allow me to have a product key and they wont allow me to have it to fix it but I can pay to have it restored to default if I want. After 4 transfers the supervisor informed me this is a rare case and he knows I should have the product key because I purchased it but Toshiba wont allow them to give it to me but I could purchase the reboot disk to delete my computer. My case number with Toshiba is [redacted].Desired Settlement: I want my product key to fix my computer orr a new windows 8 purchased and given to me with product key.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 05/21/2014, 05/22/204 and 05/23/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at 949-461-4321. At this time we consider this matter closed until we hear back from the customer.

Review: Problems from day-one with new Toshiba Satellite Radius laptop. I kept getting a black screen that would pop up while using the laptop. I called tech service and after some remote testing, I was told it's a software problem which will cost $90 for advanced software tech support and I paid the $90. After SIX days (7/2/15-7/7/15), MANY hours of remote access, and dealing with EIGHT different techs, the problem was still happening. On the sixth day (7/7/15) I was told it's a hardware problem and I'd have to send laptop in for repair, that I will receive an email to authorize the return, a shipping label, and packing box (as a "favor" to me) -- none of which I have received and today is 8/1/15. On 7/9/15 I called for a refund of the $90 for advanced "software" tech support that I was told was the problem from the beginning which turned out to be a "hardware" problem six days later. I was told a Refund Specialist would call me within 3-5 business days. As of 7/20/15, no one contacted me. I called on 7/20/15 and was told the refund would be "released" later that afternoon. As of today, 8/1/15, no refund has been credited. Since I had such a frustrating and unacceptable experience with the laptop, tech support, and customer service, I returned the laptop, and filed a dispute with my credit card provider regarding the $90 refund but I still have not received it. Extremely poor and unacceptable customer service.Desired Settlement: Refund of $90

Business

Response:

A Toshiba America Information Systems (TAIS) representativehas reviewed our customer complaint. After doing a research TAIS found out thatour customer has been contacted by our refund specialist and they apologizedfor the inconvenience our customer has experienced. TAIS has informed ourcustomer that the refund request was already processed and they advised that itmight not show on their account immediately. Our customer agreed and understoodthat. 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.I was first told on 7/20/15 that a refund would be "released" that afternoon; no refund as of 8/11/15. I was contacted on 8/7/15 that I will receive a refund. I am waiting for refund. If I do not receive it by next billing cycle, I will file a follow-up complaint.

Regards,

Review: I bought a Toshiba tablet computer, serial number [redacted]. After three months of normal use, the power button failed. I noticed that when the power button was being pushed, the case lifted up and away from the base. In addition, a small crack had developed. When I inspected more closely, I noticed a retaining screw on the base of the unit had never been installed. I believe the failure to install that screw destabilized the unit leading to fatigue and the crack under normal use. Toshiba's limited warranty says "Toshiba America Information Syst

ems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period." When I contacted Toshiba, they said to send the unit to a repair depot. The repair depot said that since the unit is cracked, it falls under different warranty terms saying that damage to the casing is not covered. I believe the unit failed and the crack formed because of the manufacturing defect (missing screw). When I spoke to [redacted], the highest level person I could reach in the customer service department, he claimed that I have to prove that the missing screw caused the failure. He also said that Toshiba QA processes assure that a screw could never be missing. I'm not aware of a perfect manufacturing process with zero defects, and I work in manufacturing. Perhaps Toshiba has discovered the secret of perfect manufacturing? He said I have no choice but to accept the decision of the repair depot. I do not accept this as I believe Toshiba is failing to honor the clearly stated terms of their warranty. The unit failed under normal use (button presses), almost certainly due to a failure by Toshiba to secure the unit with the necessary screw.Desired Settlement: I will also accept a full refund for the purchase price.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager representatives and was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services at 800-438-[redacted]. At this time we consider this matter closed.

Consumer

Response:

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

Toshiba claims the warranty terms do not apply because of physical damage (a crack) in the body of the computer. However, I believe the crack occurred due to fatigue caused by Toshiba's failure to properly assemble the device such that when delivered to me, it was missing one of the screws that is supposed to secure the body together. The missing screw is in the section closest to where the crack occurred. The Toshiba warranty states “Toshiba America Information Systems, Inc.

(“Toshiba”) warrants that the Toshiba branded product you purchased for your

end use (“Product”) is free from defects in materials and workmanship under

normal use during the Limited Warranty Period.” Toshiba sold me a laptop that was missing a screw. Under normal use, a fatigue crack formed within 2 months of purchase. The fact that the body of the computer is damaged is exactly the point. The computer had a defect in workmanship that caused it to fail under normal use. I should not have to prove the cause of the failure. In fact, it is in practice impossible to prove what causes a fatigue failure (I'm an engineer by trade). Can Toshiba prove that the unit has been exhaustively tested with the screw missing to not suffer fatigue failures? If they can provide documentation of exhaustive testing of this scenario, I will happily drop my complaint. Otherwise, I consider this to be their responsibility under the warranty terms.If Toshiba does not address this concern, I plan to bring the complaint under the [redacted] arbitration process described within the warranty. I'm quite sure that my complaint will not be considered "frivolous" or "brought for improper purpose." Would it not be simpler for Toshiba to simply honor the terms of their warranty now rather than be compelled to do so by an independent arbitrator? I've asked several lawyer friends about this case and all have assured me that in an instance like this, any arbitrator would place the burden of proof on the issuer of the warranty if such an obvious manufacturing defect was involved. This means Toshiba will lose the case, they'll incur substantial fees in doing so, and they have an extremely unhappy consumer who will also publicize the issue in social media and make sure his company doesn't purchase Toshiba equipment. I'm not sure who at Toshiba is deciding to ignore this complaint, but they're making a very bad decision on behalf of the company.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager and was advised that the issue of the unit is out of scope which means it is not covered by the Standard Limited Warranty of the unit. The Toshiba Warranty stated;What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim. Our customer was referred to Toshiba Repair Services that they may contact at 800-438-3910. At this time we consider this matter closed.

Consumer

Response:

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

Toshiba states that the warranty does not apply, pointing to the following clause:t thhat Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof

covers, plastics, or appearance parts such as interior or exterior

finishes or trim. Our customer was referred to Toshiba Repair Services

that they may contact at 800-438-3910. At this time we consider this

matter closed.

They did not consider the other, preceding clause in their warranty, which states the following:What Does Your Warranty Cover?

Review: I purchased a Toshiba Satellite [redacted] computer on Jan 18, 2010. This item was recalled on Aug 24, 2010. I have sent this item back to Toshiba for repair of the recall 5 times and the item is still not fixed. In the process of repair the laptop had been damaged and the power cord not returned. I have brought these issues to the attention of Toshiba and have received the run around. My computer is not 100% non functional, Toshiba has had it in their repair shop for the most part of my ownership and now the company will not repair the recall nor the damages made to the item. I have been placed on hold for hours at a time and when I have spoken to a representative they are often rude and have disconnected the line. I feel I have been cheated out of the money used to purchase this item and now have no where to turn. I am a college student and in need of a computer to complete my assignments. Toshiba had promised to replace the laptop if it could not be repaired and instead just returned the damaged/unusable laptop. I had expected better customer service especially when dealing with a recalled item. Toshiba Satellite [redacted] Part No. [redacted] Serial No. [redacted]Desired Settlement: Due to the several attempts to repair the recall on the laptop and the damage sustained in the process I would like Toshiba to replace the item like they had promised to do so in the past. I am not looking for anything more than what I had paid for originally which was a decent, non-recalled and usable laptop computer. If that is no longer an option than a refund for the recalled computer would be acceptable.

Business

Response:

A TAIS representative was in contact with the customer on 01/09/2014. TAIS has apologized for any inconvenience and informed the customer all repairs have a 30 day guarantee from the date of completion .This period has elapsed being as the last repair was 11/18/2013. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

Consumer

Response:

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

This is a recall repair that has not fixed the issue with the computer. There is no expiration for the recall and it continues to be an ongoing issue according to your companies technical bulletins. The laptop had also been damaged in the process of repair. I was never notified or aware of any 30 day period for anything. The company has had my laptop more than I have duringy period of ownership. They have also made promises to replace the product and are now just trying to back out. This is poor business ethics. I thought Toshiba was a more reputable company than they are proving to be.

Regards,

Business

Response:

A TAIS representative was in contact with the customer on 01/09/2014. TAIS has apologized for any inconvenience and informed the customer all repairs have a 30 day guarantee from the date of completion .This period has elapsed being as the last repair was 11/18/2013. The customer has been out of warranty since 01/18/2011. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. Also, the recall for this unit has expired. At this time we consider this matter closed.

Consumer

Response:

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

Toshiba is attempting to dispute this case as a warranty claim which is not the issue. This is a recall claim. The item is still not free and clear of any defects from the manufacturer. If they are claiming this to be a warranty issue than why did they continue to try to fix the problem up until recently outside of the so called warranty period? They have simply come to the realization that the item in dispute cannot be cleared of this defect with the recalled parts and don't want to make right on the situation. Every time I call they send me to some "[redacted]" recall center that is supposedly still attempting to create a fix for this ongoing situation. If they have a whole center directly dealing with my issue than how is it a simple warranty claim? Toshiba simply does not want to own up to making a faulty piece of equipment and make it right by replacing it or refunding the amount paid. That is all I am asking for.

Regards,

Review: To whom it may concern re: Service Case [redacted] In early December of last year, I purchased a new model Satellite [redacted]. In January I began to have issues with the unit. The screen started to roll, and thinking I had a virus, I ran the appropriate programs to no avail. It continued getting increasing worse until the unit was unusable, and started rolling upon start up, instead of just in Windows. After several phone calls to customer support, and speaking with two different departments, the ascertained that it was probably an issue with the processor. This conclusion was made after plugging in an external monitor, and the problem persisted. Since the unit was under warranty, I was instructed to purchase a mailer and send the laptop in for repairs. I tried several times to contact a technician regarding the status via the number given to me in the email sent regarding the repairs to no avail. This number went straight to a voice mail line, and after leaving several messages, I still did not receive a response. I then received an email for a bill totaling $260.00 for labor and a new LCD monitor. After contacting corporate to inquire how this resolution came about, I was instructed to call customer care. I spoke with a [redacted] V, who in addition to being very rude was extremely unhelpful. She explained that the technicians logged damage to the LCD as to the reason for the charge, since this was not covered under warranty. I tried several times to explain to her this was impossible, the unit was brand new, undamaged, and went through the trouble shooting process with her. The only thing she would say is that the technicians were highly trained and if that was the log, then that must be the case. I tried again to no avail to reach the technician department, and once again was rerouted to customer support. The gentleman refused to send me to a manager, and after reviewing the notes stated they are not in the business of performing free repairs. After receiving the unit back, I decided to try and trouble-shoot it further. As soon as I powered it on, there was indeed damage to the screen. This was not the case before I sent it - the only problem was the rolling screen. There would have been no way for me to follow the steps asked of me over the phone if the screen had been in this condition before I sent it to your technicians. I spent the money for special packaging through Toshiba to ensure that it arrived undamaged, yet I received it back worse off than it was. I have been a customer of Toshiba for many, many years and have always been extremely happy with the products and customer support, so Im sure you can understand my frustration. Please advise me of further steps I can take to resolve this unfortunate issue.A long time customer, [redacted]Desired Settlement: The product was under full warranty for my initial repair order. Obviously the damage to the LCD screen was caused in transit or by an employee. I simply want Toshiba to make good on their end by repairing or replacing the unit that I was only able to use for a couple of months. I already paid their shipping to return the item, and I do not feel I should have to do so again. I think this would be very fair as well as an act of good faith on backing their companies usually good name.

Business

Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following 04/23/2014, 04/24/2014 and 04/25/2014 however, our customer has not returned any of correspondence requests. Our customer can contact us directly at [redacted]. At this time we consider this matter closed.

Review: I bought a computer from toshiba and after the original warranty expried and speaking with the third party company for the contract it states very clearly that if the unit is in for service more than 3 times it is to be replaced

well the computer has been in for service more than 5 in the first year of owning it and after working with toshibas Revdex.com dept they were of absolutely no help at all just kept giving me the run around on sending it in over and over

and the contract clearly states it will be replaced but im told by toshiba they cant do it that the other company has to and they said they cant so someone needs to attempt to do somethingDesired Settlement: at this point given all the problems I want the computer replaced for an exact model and its specs or a full refund

Business

Response:

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

Review: I returned a defective hard drive to Toshiba. They issued a coupon through Acclaim that I have 90 days to use. I setup an account on Toshiba's site and saved items to my cart so that I could return later to use. The next time I tried I forgot my password and entered my email on the forgot password link. I never received a the email to reset my password. I contacted their support via chat and was asked to wait a few hours and to check my junk inbox, which I had already done. I waited until the next day and still had no email from Toshiba. I contacted support again and was told that their website was down. I waited a few days and tried to access the forgot password link again. I still had no success. I emailed support and was told to call customer service. I called and was told to use the coupon code and a different email address which did not work. I contacted support via chat again and was treated very rudely I was told to just follow the emailed instructions. I am unable to use my coupon code for a replacement external hard drive and am receiving no help from Toshiba. One representative told me they could have Acclaim to change the associated email, but they are not offering that option when I inquire about it.Desired Settlement: I need to be reimbursed for the defective external hard drive. Toshiba needs to address the issue that reset password requests are not being emailed out or change the associated email address so that I can use the coupon or mail me a check for the amount in order for me to purchase a replacement.

Business

Response:

A Toshiba

America Information Systems (TAIS) representative has reviewed our customer

complaint. After doing a research TAIS cannot find any information under our

customer’s name, phone number, address, and email address in our system. 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.

All they have to do is reference the acclaim coupon code or my email address to find my information. They are not interested in resolving this matter. Why offer a warranty on devices if they are not willing to make efforts to resolve issues with warranty replacements.

Regards,

[redacted]

Review: I purchased a Toshiba laptop on 3/21/14 on 5/24/14 I put it on it, it was only on for about 5 minutes and it died. I smelled something. I tried putting the power button on & I got a slight shock. I called the retailer where I purchased my computer and was told I needed to contact Toshiba directly. ON 5/24/14 I called the support # 800-457-7777 spoke with a woman named Thea who just told me that it was not covered. Our conversation went on because I didnt' do anything to the computer. It was on my table with no access to liquids or food or anything. It wasn't even plugged in. The conversation was strenuous because Toshibas support is located in the Phillapines. After being on hold on and off for over an hour. I was told my case # was [redacted] and to call back on Monday. Soon after my husband rec'd a call from Toshiba a Sr Tech Support named [redacted] once again language barrier. But he was told very clearly not to worry, it would be taken care of. On Monday Memorial day I recieved a message from someone at Toshiba support. I listened to it 4 times and could not understand what he said. So I called back support and after 4 to 5 transferrs I was told that I need the highest level of support and they would call me in 3-4 days. I was not happy. I stated I was just returning a call. Once again I am put off. The next day I recieve a call from a senior tech who takes my statement and tells me not to worry she will e-mail me a label for Fed EX and either my computer will be fixed or I will recieve another one. We clearly discussed that I do not want a refurbished one because its only 2 months old. She assures me either repaired or a new one. I ask the turn around time. She tells me 7-10 days unless they have to order a part. But if that is the case. I will recieve an e-mail. WHen I printed my Fed Ex slip I realized that they have my return address as [redacted]. It states right on the slip, any errors to call [redacted]. So I call and am told. They can not help me. I need to call customer service. I think OMG not again! Calling customer service is like going to HELL. SO I white out the 7 on the Fed Ex slip and put a piece of copy paper on top of my laptop stating my correct address. I have my husband take the sealed package to the closest fed ex location 1/2 an hour away. I am not dropping my laptop in a drop box. We are told the label is only for ground shipping and it will take 5 days to get there. SO I wait and wait. I check and the California office recieved my computer one week ago today. Sent to [redacted] Service Engineering TAIS special Handling 9740 Irvine Blvd Dock C Irvine, CA 92618. So here we are from May 24th to June 10th and I don't know anything. I call & I get a recording message that states I need to go to Depotstatus.Toshiba.com So I do that this morning and it won't allow me in because I don't have Order #. So I enter my serial # as well as my e-mail and I get nothing. SO once again I have to call support back and after the 2nd transfer I speak with another woman who states oh I spoke with someone yesterday. I made it very clear. I have not heard from anyone. I state that I have had nothing but the worst customer service I have ever recieved from any company and I want a status on my computer. She tells me she needs to check into it and get back to me. I state she can't give me a status. She said no. She needs to make sure she is giving my the correct info. I ask when she will be calling me back. SHe tells me in an hour. Now 6 1/2 hours have gone by and I have no response. Unfortunately I purchased a defective product.. My statement to Toshiba was completely honest and here I am having to borrow a computer to pay my bills and to also send this complaint.Desired Settlement: I am just looking for Toshiba to stand by there product. Either repair my computer to perfect state or Refund my money so I can purchase a new computer. I can not even get anyone to give me the courtesy of a status.

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 experience. TAIS has advised our customer that TAIS received her computer last Tues 6/3/2014 1:03pm under FEDEX tracking number [redacted], TAIS has informed our customer that the computer still evaluating and under physical inspection and that would takes 7-10 business days upon receiving the computer, TAIS has advised our customer once the evaluation is done she will receive a call to let her know what is the resolution or outcome of the process. Customer understands and agreed with that. If our customer has any questions or concern they may contact us directly at 949-461-4321. At this time we consider this matter closed.

Review: I sent in my laptop and they have had it since August 8th 2014 (that is the date FedEx said they received it) and I haven't seen it since. It has been over a month and I've checked in a couple of times before we hit the 2 month mark and asked for an update on my laptop. Three weeks in I was told they were waiting on parts. Three weeks and still waiting on parts? I tried to be understanding with the amount of time it was taking but I'm a college student and school is picking up quickly.

That being said I last talked to a live person 2 or so weeks ago. I left a message last week asking for the update again because when I last talked to a live person they said they would send out an email requesting an update. Previous to that I had been told they were sending out the email. I'm not sure how it works for them but in the fields I've interned in any email, sent on a weekday, that isn't returned within 3 business days is a lost cause and is as good as being ignored. I was told this email was sent and to wait for a call back. That was over two weeks ago.

I left a message last week and 48 hours ago. Neither of those calls were returned. I believe it could be because in both I asked for proof the parts had ever been ordered and dates to when they were ordered. I think it's improbable parts take over a month to be shipped so I anticipate an ineptitude with the handling of my repair request. There hasn't been any communication within the last two weeks and I'm beyond suspicious and concerned. I left both my phone number and serial number on at least one of the calls so they did in fact have means of contacting me and finding my case number.

Additionally, I bought the laptop during Black Friday weekend (November) 2013. Therefore, I'm suspicious this might be a gambit to runout my warranty so if I do get it back when I anticipate problems again it'll be out of warranty. I don't appreciate being slighted and being this long without my laptop.Desired Settlement: I'm not sure what would be the best course of action right now. I'm afraid something has happened to my laptop. In which case, they should replace my laptop or provide a full refund so I can purchase a comparable laptop from a different laptop manufacturer. If they still have my laptop they should expedite the process of repairs which I expect come with an extension of their warranty should I find any new problems.

Business

Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been in contact of our corporate department and provided the information about her computer. TAIS found out that the unit was already delivered last Thursday 9/25/2014 2:37pm under FedEx tracking number [redacted] in our customer’s location. At this time we consider this matter closed.

Consumer

Response:

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

They are trying to pretend they already had resolved the issue before my complaint. They hadn't. The complaint simply got them to return my phone calls. They then FedExd my laptop several days after my initial complaint to my home which I am not at because I have moved back onto college campus. I then had to wait another 2 days before I saw my laptop.

Review: I have purchased a Toshiba 12cell battery for $123.02 on March 1, 2015; Received my product on March 5th; called Cust. Svc. on March 6th and explained that the battery I purchased from toshibadirect.com is defective. Cust. rep had placed a replacement and advised me to go to acclaim.toshiba.com to check on my replacement order Refer# # [redacted] and Part # PA3727U-1BRS ; I’ve got not email, no phone call, no replacement! I call back Toshiba on Friday, March 13th explain to them what happened and was curious what happened to my replacement, they said there were no replacement ordered. I was on the phone for over an hour being transferred from Sales to Tech to Hardware back to Tech; no one was able to help me by ordering a replacement and resolving my issue, when asked to speak to Mgr. they transferred me again and then that Dept. said they will have a Supervisor call me back. I did get a call from [redacted] the Supervisor which was from Technical dept.; he was very polite and understood my frustration and was trying to help. He did provide me with Cust. Rel./Svc. # and put in the notes. He advised me to call on Saturday morning to see if Toshiba would be open; and if they were to call back Monday on 3/16/15 morning (which I did) and he would follow up with me on the status between 6-7pm Eastern time. I called on Monday morning ###-###-#### spoke with sales rep that read my notes in Refer# to [redacted] and assured me that she placed an order; (same story I’ve got on 3/06/15). [redacted] called me this evening at 6:30pm to let me know that he didn’t see an order placed, he then created another Refer# # [redacted] and stated to immediately let me speak to Cust. Rel. Mgr. due to his limited resources; he transferred to Case Mgr. [redacted] in Hardware dept. he advised me to call ###-###-#### and ask for Cust. Rel., I explained that I did call that # that same morning per [redacted] and got nowhere! Called the #, asked to speak with Cust Rel., sales transferred me to [redacted] the MgrDesired Settlement: I want either a replacement of a working battery with a guarantee or full refund!

Business

Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 03/17/2015, 03/18/2015; 03/20/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact our acclaim department at ###-###-####. At this time we consider this matter closed.

Review: I Purchased two laptops during black Friday weekend (11-28/13 / 11-29/13) on Toshiba.com. One order was processed but the second one was cancelled for no reason at all. I used the same information for both orders, same address, same card etc. I tried several times to get an answer from Toshiba to see why one order was processed and why one was cancelled. After checking with chat agents, customer service representatives I got no answer. All I got was that they will follow the complain and generate an email to the support team and that I will have an answer within 2 business days after the complaint was generated. I asked to speak with the support team but the told me that they don't take any calls they just answer to emails. I asked for a reason or explanation of why the order was cancelled and they said that they have no information on the system and that only the support team is able to give an explanation. I am very disappointed of the way that this was addressed. After placing orders online you receive a confirmation email stating that the order was received and if additional information is requested I will receive a call from the finance department or support department within 2 business days after the order was placed. I never received any call or email for the verification or additional information if needed, all I received was a cancellation email on the 5th business day after the order was processed. I strongly believe that several procedures where skipped and that I was not taken serious when asking for an explanation and all I got was wait 2 days for the email from the support team. I asked if the order can be reprocessed, they said that it could not and that I have to place a new order. I got this orders placed as they advertised promotions and discounts for the dates of black Friday. Now if I place a new order I will have a different price and will have to wait again to the "verification" period. I am not satisfied with the company due to the bad experience on my second purchaseDesired Settlement: I like to know in full details the reason why one order is processed and why one order is cancelled when all the information is the same. I purchased this products ahead of time so that I can get it on time before leaving the country on December for the holidays. I will like also a discount on my first product due to the bad experience with the company as this is my first time buying with them and I am not happy with them. I hope that my first order gets on time as advertised.

Business

Response:

TAIS has contacted Toshiba Direct and would like to inform the customer of the following:

The customers original order, 1801752 was automatically released by our verification system. However, when the second order was placed, our system placed it on hold as it was the 2nd order placed with the same billing and shipping information within 7 days. Our system automatically holds these orders so a in-depth verification can take place to ensure that order is not fraudulent.

When the second order, [redacted] was reviewed the billing and shipping information did not match to the name on the order and the verification representative cancelled the order as possible fraud. We do not proactively reach out to customers that have an order that is potential fraud, but an email was sent to the customer advising that we could not place the order due to being unable to verify the information. For the security of our process, we do not divulge the specifics of why we could not process the order.

However, we have created a quote for this customer, quote [redacted] at the same price as order [redacted] if they would like to place this order again. We will process this order, as long as no new fraud indicators are raised in the process. The customer can contact us at ###-###-#### to complete this order by presenting the representative with the quote number. We will also be sending this information to the customer via the email address [redacted]@hotmail.com which was provided on the order.

Review: they did replace the AC adapter , they said if I did not return the defected device in 30, I would be charges. I was charged I less 24 hrs, returned

I was told if we did not reutn the defective Ac adapter in 30 days that we would be charged a fee. The minute I hung up them that night the charged my debit card 105.00. they call it a hold but in the banking world it still coems out of you account . There for charges occured . I have called the company 6 times contunally trying to reach aperson to help , I finall got a representive to talk with the bank where they explained the situation and NSF fees. The bank said I could not dipute(sign a avadaved ) it because Toshiba took back the hold , but toshbia will not credit me the fees as well. I feel that is poor customer service . I returned the part immedately and toshiba did not even wait 24 hours before they took my money.Desired Settlement: 180.00 in bank NSF fees

Business

Response:

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research TAIS already reversed the holding charges to our customer account last Jun 16 2014 09:47:07 AM. If the customer has any questions or concern they may contact as at ###-###-####, at this time we consider this matter closed.

Review: My laptop is a lemon. I have attempted to reach customer support and service on multiple occasions without success. The laptop continues to experience hardware related failures even after Toshiba sent the laptop for repairs at Tri-Star Computer repair service. I was given the laptop as a gift last Christmas. I have owned the computer for less than a year. This product should be under warranty.Desired Settlement: I would like this laptop replaced.

Business

Response:

A TAIS representative was in contact with our customer. The first time the customer called into TAIS for assistance was 01/04/2013; a repair was set up the same day. Per our standard limited warranty it states that the components replaced have a 30 day guarantee after the repair has been completed. The unit was tested and passed all tests before shipping back to the customer on 01/10/2013.The next time the customer called into TAIS since the repair was on 12/12/2013. We advised the customer that considering the warranty expired on 05/2013 and their last repair was in 01/2013, the customer was informed that any further repairs and or technical assistance is now their responsibility. 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.

Review: I purchased a laptop on October 4, 2015 for $989.99 directly from Toshiba.

The Frequently Asked Questions on Toshiba's website (http://us.toshiba.com/faq) states the following:

Does Toshiba price match with other retailers?

No. Toshiba does not price match with retailers. We encourage customers to continue to visit toshibadirect.com for the most up to date pricing. You can also sign up to receive special offers on laptops and televisions by email by clicking here.

There is absolutely no mention of what their Price Protection Policy is for products purchased from their own website.

Electronic retailers such as [redacted].com ([redacted]0) and even other computer manufacturers like [redacted] clearly state these policies.

I noticed the price was lower on October 29, 2015 and called the next morning October 30th, 2015 asking about their Price Match Policy. I was told it only lasted for 15 days, but, again, it is not listed anywhere on their website. I requested to speak with a manager and was told I would receive a call back, but I did not so I called back the following Monday, November 2, 2015. Both representatives explained to me that they are supervisors. The female representative from Monday's conversation told me they are very busy with high call volume. I asked if I could speak with a team-leader, manager or director but she said I would not be able to do so. She said that request was declined and that I would not ever be able to speak with a manager. I purchased a product from them and I can't even speak with a manager about a policy that is not transparent on their website. I have screenshots legitimate lower prices and I am asking that difference be credited back to me in some form.Desired Settlement: I want the difference of my purchase price and the new lower price credited back to me in some form, whether it's a credit card refund, gift card, etc. If Toshiba decides to lose a customer over this difference of $90.00, my family and I will not consider purchasing Toshiba products in the future. I'm willing to bet that the price was lower within the 15 days of my purchase price, but Toshiba is telling me they have no way of confirming this information. They simply do not want to check into this matter any further because it is not profitable for the company. They do not care about long-term customer satisfaction.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS coordinated with the Customer Experience Manger of Toshiba Direct and here is their response; [redacted] placed an order on 10/4/2015 for a [redacted] laptop with a promotion price of $1,099.99. At the time the order was placed, the customer applied an affiliate coupon ([redacted]) to the order which provided a discount of $110.00 (coupon was 10% off orders of $600 or more). The customer was also provided with free shipping since the order was over $499.00. The final cost to the customer was $989.99. Our records indicate that the customer contacted our customer service center on 10/30/2015 because he saw a lower price for this unit online. The customer was advised that the purchase was outside of 15 days and therefore we would not approve a courtesy credit for the price drop. The customer is correct that we do not have a posted “price protection policy” because we do not offer such a protection policy. If the price should change on a product and a customer should contact us, each situation is reviewed and if deemed appropriate, a courtesy credit can be offered. However, when we look at these situations we do not consider any such request if the order is older than 15 days from the date the order invoiced and shipped. At the time the customer placed the order the promotion offered $300 off the list price or $1099.99 (this price ran from September 22 – October 26). At the time of the customers call on 10/30/2015 the instant savings was $400 off list price or $999.99 for that same model. Therefore, if the customer would have placed the order after 10/26/2015 the laptop price would have been $999.99 and his coupon code ([redacted]) would have been worth $99.99 making the final price of the unit $900.99. We are sorry that the customer feels that the policy is not fair or correct. We are also reviewing all calls the customer had with our call center and will take appropriate action if any of the calls were mishandled. As a sign of good faith and a courtesy for the customers purchase, we will refund the customer the difference of $89.00. The customer can expect to see the refund within 3-5 business days.If the customer has any questions or concern they may contact at 800-618-4444. 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.You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?Thank you for listening to me and I appreciate the refunded difference. I will continue to be a Toshiba customer.

Regards,

Review: I e-mailed Toshiba about several issues including customer service, warranty issues, defective laptop I purchased for my husband. on 08/07/15. My husband had already contacted customer support and to say the experience was a nightmare is an understatement. I bought a Toshiba Satellite 15.6 inch Laptop from [redacted] on 8/13/14 for $521.10. The product was fine & my husband had no trouble with it for about 5 months. One of USB ports stopped working around April, 2015. He used the other USB ports, but another one stopped working as well. He then got in contact with Toshiba support in July, 2015. The laptop has a two year warranty. I read it in it's entirety. Toshiba did not make it easy with tiny print & hard to read language Since my husband called support in July, 2015, , I feel safe to say this Laptop was covered by the warranty. Before support would even consider looking for a problem, they charged my husband $70.00 and told him it must be a software problem before looking at it. Support took over the computer for many hours, said they found no software problem, and that my husband would have to send it to Toshiba to be furthered analyzed. When my husband asked for his $70.00 back because there was no software problem, they refused. Support then told my husband a $30.00 [redacted] box would be sent to our home to send out the laptop. Total charge $100.00 and two weeks without his laptop that he uses for his R.E. business. Two weeks, and no contact from Toshiba, my husband called for the laptop's status. He was told that the USB ports were missing some "blue parts" that were supposed protect these ports. We never saw these "blue parts". Support then proceeded to tell my husband the laptop was not under warranty and if he wanted it fixed it would cost him $750.00. He is not going to spend $750.00 to have a $520.00 laptop fixed. The laptop was sent back with last working USB port not working.Desired Settlement: I believe the outcome should be a total replacement of the laptop. I have seen this type for $339.00 at Walmart, so it would probably cost Toshiba less money to replace it, then the $750.00 they said it would cost to fix it.

An apology would be nice, since they insinuated it was my husband's fault. At the very least they can refund the $70.00 fee to look at it remotely and the two $30.00 shipping fees, plus fix it free of charge since Toshiba found it was missing parts causing the USB ports to stop working.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that when our customer contacted our technical support department last 6/14/2015 they already found out that the issue was hardware related, they were advised our customer to back up all he’s files before they send it to our depot repair facility, however our customer wasn’t able to do that and that’s why he was referred to our [redacted] department which is a fee base support. Our customer was transferred to our [redacted] department who handled software issues which is a fee base support, our customer supported to back up all his files and run diagnosis to the computer. The unit was diagnosed and they processed a depot repair order under repair order number [redacted], we received the unit at the repair location last 7/13/2015 with the Damage LCD Cover & Hinges, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). Our customer was quoted for the total amount of $70.56 for the repair that is not covered by the Standard Limited Warranty (SLW) of the unit, however our customer declined to pay for the quoted amount and the unit was returned to our customer unrepaired. In accordance to the Warranty any damage that was caused by misuse, mishandling, accidental or otherwise is not covered under the Standard Limited Warranty. At this time, we consider this matter closed.

Consumer

Response:

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

My complaint is not about the hinges. My complaint is about the ports and the fact that Toshiba Repairs admitted we received the unit with "blue parts missing that were supposed to protect the USB ports. To say they were ruined due to misuse is to call me a liar. I don't know what these "blue parts" are. My complaint is that repair to the ports, which is hardware problem as $750.00, for a $500.00 laptop. Those hardware issues should be covered under the two year warranty For a product to last six months is unconscionable. Please read the original complaint again, because Toshiba is just not getting it. It is about receiving a shoddy product and rude customer service. We deserve an apology and a rebate of all money expended, and a comparable laptop replacement. I guess a large corporation can afford to offend and rip off customers. Furthermore, we are stuck with non-working USB ports..Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hinge. The Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired. At this time we consider this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.#[redacted] Complaint Type: Business Complaint I need to respond more thoroughly to the Rejection of the Complaint by Toshiba on 08/21/2015 My husband called Toshiba Support and they told him it was REQUIRED that service was done over the phone. Toshiba Support then took over my husbands laptop remotely. Toshiba support then backed-up the external hard drive. My husband did NOT refuse to back it up. Toshiba backed it up. Toshiba thought it was a software problem. My husband did not think USB ports weren't working due to software problem. He told them he thought it was a hardware problem. Toshiba charged my husband $70.00 for the software service-reduced from $90.00 charge Toshiba wanted because my husband told Toshiba he did not think a software service was necessary. Toshiba took over the laptop for seven hours and did not fix a thing. Then Toshiba did a factory reset-meaning all information was wiped clean. That is why it was backed-up. So the information and files could be put back. Back-up was NEVER REFUSED. Then Toshiba charged $30.00 to have the laptop sent to them for examination. It was sent to find out why the USB ports did not work. Instead Toshiba told him he could have the hinges fixed for $70.00. My husband said he would pay $70.00 for the hinges, but the main problem was the USB ports. When my husband called to authorize repair of the hinges, Toshiba then finally addressed the USB ports (the main issue). Toshiba told my husband he would need a new motherboard which would cost $750.00. Of course, since we have a two year warranty and the hardware a/k/a motherboard stopped working after less than a year, it should be covered. Furthermore, they want to charge $750.00 for a part when the laptop cost about $500.00 new. My husband still wanted the hinges fixed, but was told the laptop would have to returned to him and the sent back to Toshiba!? Toshiba generously sent back the unfixed, broken laptop back to my husband free of charge.Would like the 15.6 Satellite Toshiba laptop replaced or at the very least repaired for free. An apology for extremely poor customer service would also be nice.

Regards,

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hinge. The Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired. All the processed that was made on the case were based on the Standard Limited Warranty of the unit. Warranty stated:What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties. How to Obtain Repair or Replacement Service For A Product Purchased In The United States?Depending on your specific product model, Toshiba may offer any one or more of the followingapplicable repair or replacement services: (1) Repair-Return Service through Toshiba’s DepotService, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable(CRU)Parts Service, or (4)Whole Unit Exchange Service. To determine the warranty service methodfor your specific model, please visit our web site at [redacted]. A limited number ofmodels may also carry an international limited warranty which offers warranty service outside thecountry of original purchase.You will pay any packaging, shipping charges, insurance, taxes and duties associated with thetransportation of the Product or original CRU to the service center or provider. You are responsiblefor appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does notreceive the original Product/CRU from you within ten (10) days after your receipt of the replacementProduct/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.

Consumer

Response:

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

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

I am rejecting the response, but may accept it if I can have an explanation and clarification of Toshiba's proposal. First, it is not true that my husband was not quoted $750.00 to fix the laptop. He was-to replace the mother board. My husband was quoted $70.56 for the broken hinge, which he was willing to pay. However, he felt that "why fix the hinge, when the real problem was not being addressed", namely the non-working USB ports and the "missing blue part" Which we never saw. If Toshiba is implying that an internal missing part and non-working UBS ports and mother board is his fault through some kind of misuse Toshiba is wrong and insulting. This laptop is used for real estate business and is not being tossed around. And, what exactly is Toshiba's definition of misuse? That term is extremely broad. A mother board certainly wouldn't be broken because of "misuse". Don't forget, my husband had this laptop for less than a year when he called Toshiba to tell them the USB ports weren't working.

However, if Toshiba is telling me that the $70.56 includes replacing the hinge, and repairing the USB ports, which includes the missing "blue part "and the mother board, which is what Toshiba said was wrong with the laptop, then that would be acceptable.

Regards,[redacted]

Review: On Sept 9, 2014, I contacted Toshiba Tech Support to try to fix my Toshiba laptop. They charged my credit card $49.99. Before I agreed to pay the $49.99 the representative (Allen) said that if they were not able to solve the problem they would refund the charge. Since they were not able to resolve my problem, they said they would refund my credit card the $49.99. [case #[redacted]] (I had my laptop repaired elsewhere.) On Nov 17, 2014, I contacted Toshiba Tech Support again, because I had not yet received my refund. They ([redacted]) said they would call the next day. [[redacted]] They never did. On Jan 28, 2015, I again called Toshiba Tech Support and was told the matter would be referred to a refund specialist. [[redacted]] I was assured I would receive a call on 1/29/15...I did not...I had to call them back again. Every phone call made results in 20-40 minutes on the phone and they refuse to put a supervisor on the phone, even though requested multiple times.Desired Settlement: Refund either to my credit card, or via check in the amount of $49.99 mailed to my home address.

Business

Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our Toshiba representatives and has advised that the refund was already processed. At this time we consider this matter closed.

Review: I purchased a laptop with a 1yr. Warranty. After 10 months there were problems and after 2tech support calls it was working a little better. But the fan was still not cooling the laptop properly. In order to call them back the 3rd time, we booted up the laptop and the screen was damaged without anyone using it or even touching it. Toshiba charged me $30 for a return box for them to fix it.

They set me an email claiming the laptop was damaged and will cost almost $300 to fix. (It only costed $350!)

After speaking with a manager, I realized that Toshiba has no intention of satisfying their customers.

When I lookedore into their products, I was appaled at how many people had similar issues.mainly that they do not honor warranties. The second issue I learned was that each customer service rep. had different answers for same question.

Bottom line is, my son is out a very much needed laptop that only lasted 10 months.Desired Settlement: I don't expect a personal outcome but hoping enough complaints about this awful company selling inferior products without honoring these products when they break will either put them out of business or open their eyes realizing they need to be accommodating to customers...not screw them to make their money. I want people to NOT buy their products till they step up.

So many others are having these problems according to several forums I've read.

Let's hope something can be done.

Thank you

Business

Response:

A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will send her computer to our VIP repair to have it repaired for free. TAIS has advised our customer that she will receive a box that she can use sending the computer to our Toshiba Engineers 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 bought a Toshiba laptop in the Spring of 2014. After several months, there were repeated blue screen crashes and sometimes it would not start up due to "boot media not found." As it was under warranty, I sent it to Toshiba in the Spring of 2015 after I failed to diagnose/correct the problem myself. I had tried resetting it to factory settings and reinstalling everything, but that did not help. I noted the problems experienced and solutions I had attempted on a sheet I shipped in the box with the laptop. Toshiba sent the laptop back with a note indicating the repair result as "recovery operating system." It worked fine for a couple months until the same problems recurred (blue screen crashes and occasional failure to boot). I had it diagnosed at a local repair shop, which told me that the hard drive needed to be replaced. I paid for the diagnosis and replacement. I called Toshiba to complain: why hadn't this problem been diagnosed and repaired when I sent in the laptop? Customer service alleged that the problem must have developed after it was returned and that I should have noticed "within 24 hours," which she later corrected to "three days." I replied that an intermittent problem like this might not be noticed that quickly. She said that I would have had to complain within a specified time frame (2 months I think she said) and that it was my own problem since the warranty had now expired. I then called the repair depot in [redacted], where I had sent the laptop. The representative there said that my hard drive had been re-imaged, passed some scans, and sent back. She acknowledged that this process is often inadequate and laptops have to be sent back to Toshiba soon after for a second repair. That was shocking to hear. Having to send my computer away for repairs, I trusted that it would be diagnosed and repaired properly and that there wouldn't be a likelihood that I'd have to send it back again. The whole process has been unnecessarily frustrating.Desired Settlement: I seek compensation for the private repair performed locally.

Consumer

Response:

Hello. Thanks for your quick reply.January is an estimate of when I first started having problems. Initially, I hoped it was a temporary glitch, as the issue was intermittent. Then I tried various methods for fixing it myself - performing a system restore, running additional disk and security scans, making sure I had all of the [redacted] Updates, resetting the computer and reinstalling the operating system, etc. When none of that worked and with the warranty set to run out at the end of March, I decided to contact Toshiba, who had me send it to their repair depot in [redacted]. Although it felt like it was gone a long time because of the shipping, Toshiba has told me that it was only at the repair depot about a day.Given that the same problems recurred this summer, I strongly suspect - a suspicion very much strengthened by the depot's surprising admission that many laptops don't get repaired adequately the first time they're sent - that the problem with my computer was not identified and repaired correctly. If that is the case, then Toshiba hasn't honored the warranty I purchased along with the laptop. Indeed, given the time lag involved in shipping a laptop back and forth, it seems to me that the cursory/inadequate jobs done to customers' computers the first time around has the effect of assisting Toshiba financially in that some warranties inevitably expire before the customer rediscovers the same problem and ships the computer back a second time for the correct repair. In any case where a repair is performed incorrectly and the warranty expires before the customer can send it back, then the warranty does not mean what most people perceive it to mean.A perusal of other complaints posted on this site suggests that I am not the only person who has had problems with Toshiba customer support. Nevertheless, I feel that Toshiba has not honored the warranty and I think the strongest evidence of that (besides the same problem recurring on my machine) is their employee's admission that many computers are sent back after the first repair is inadequate. I understand if you cannot proceed because my warranty is now expired, but I hope you'll at least post this communication in case it can help someone else.Thanks,[redacted]

Consumer

Response:

Hi,I did not contact Toshiba about the problem until March 2015. I'm not sure of the exact date of contact. I recall being told that the problem was not one that could be corrected over the phone and that I would need to send the laptop to their repair depot.Thanks,[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’s unit was already out of warranty. Our customer’s unit encountered an issue that the unit was locking up / hangs last March 2015 and from there they found out that Re-imaging the Hard Disk Drive will resolve the problem. Our customer was offered to setup a repair with Toshiba Repair Services, as our Out of Warranty Services however, the customer declined. 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 forwarding my complaint to Toshiba. It is apparent that the company does not wish to deal with this issue in a just manner, and it "considers the matter closed." In fact, in its response, Toshiba does not even correctly identify the problems I described when I sent in the laptop for repair. I never mentioned anything about "locking up / hangs." The problem was intermediate sudden crashes and occasional failures to boot up. Given Toshiba's bizarre response, it comes as no surprise that an employee at their repair depot acknowledges that they often fail to repair customers' computers the first time around. I'm glad that I have that admission documented. Obviously I am quite disappointed with Toshiba and will be sure to warn friends and colleagues against purchasing their products. Thanks again for your assistance.

Regards,

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 informed our customer that the locking up / hangs results came from our depot repair facility after the diagnosis by our technicians. They found out that doing Recovery for the Operating System will fix the issue. TAIS has verified if there’s still something wrong with the unit so that a VIP repair can be authorize as a onetime courtesy for the inconvenience our customer has experienced. However our customer alleged that they send the unit to a local technician and have it fix. 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 received a call from Toshiba yesterday. The representative offered to help me send away the laptop for a "VIP repair." As I had explained in my original complaint, which should have been reviewed by Toshiba, I already had the computer repaired locally at my own expense after the same problems recurred so soon after Toshiba claimed to have repaired the device. Thus the offer is of no value to me. I have noted, though, that the offer suggests that Toshiba is aware of the problems at their repair depot, as suggested to me by a previous representative.]

Regards,