Toshiba America Information Systems Inc

Review: I purchased 2 Toshiba laptops last June. One of them started to show one inch wide line on the display under a certain angle and needed to be repaired under the warranty. There was absolutely no physical damage to this laptop. I paid $25 to get the shipping box from Toshiba and sent it out for the warranty repair. Toshiba support reported a missing key from the keyboard and the keyboard is not under warranty for the keyboard and billed me $87.31 for the repair. Again there was absolutely no physical damage and no missing key when it was shipped. I called the Toshiba support but they just repeated that a key was missing. I asked where the missing key because there was no missing key when I shipped and it would not be lost during the shipment because the keyboard was not exposed outside. They did not reply and simply returned the laptop.Desired Settlement: Refund

I am requesting the refund of $25 for the cost of shipment and $87.31 for the keyboard damage ($112.31).

Business

Response:

A TAIS representative was in contact with our customer on 12/23/2013 and educated the customer that shipping is their responsible. TAIS received the customer’s unit on 01/02/2014 in our repair facility with a Missing Key, which is out of scope of the warranty (out of scope of means it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. At this time we consider this matter closed.

Review: I purchased a Toshiba Satellite C55Dt-A5305 on 02/06/2014. I have been using the computer to submit online school assignment, multimedia, and internet surfing. The laptop has never once left the house. 8 months after the purchase date, the hinges have now cracked from the normal operations of having to open/close the computer. Since my laptop was still under the manufacturer's warranty I thought I would call and this common issue addressed. I say it is a common issue because upon researching the issue, numerous Toshiba customers have come across the same issue on many different models, not just mine. Upon contacting Toshiba's service depot, they tell me that the product is not covered and that I damaged the laptop. How can I have damaged the laptop when it broke due to faulty, cheap, plastic hinges that malfunction with everyday use. I have only had this laptop for 8 months and planned on having it for at least 2 years.Desired Settlement: I would like them to acknowledge and apologize for producing a laptop that breaks after just 8 months of ownership. I would like to have my laptop repaired under warranty like it should be. This is the fault of the manufacturer for using such sub-standard plastic to house metal hinges. My warranty expires in December so I hope to receive an expedited response.

Business

Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will send his computer to our Toshiba engineers to have it fixed. TAIS will send a free box that our customer can use sending his computer to our repair facility. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

Review: I purchased a laptop with a defective USB port. I was told by the retailer to contact Toshiba, the manufacturer of the laptop. Firstly, their customer service is awful. It was exceedingly difficult to reach an actual human being over the phone. Every time I tried their automated phone system, it simply directed me to the website and then hung up on me, or failed to give the necessary information. Their website is useless as well, so the whole process essentially sends the customer in circles. After the retailer gave me a phone number to reach someone at Toshiba, I was able to talk to a person who sent me a repair order form via email. This form had me pre pay for shipping on a box to send my laptop to Toshiba for repairs on the USB port. The person I had talked to on the phone said that these repairs may be covered under warranty, but after Toshiba received my laptop, they said that they were not covered since it was a physical defect and/or damage. If the person on the phone had said that any physical damage was not covered, I would not have paid $24.95 to ship them the item at all, especially since they said it would cost $498 to repair it. I made it clear over the phone that there was physical damage, yet they said it may be covered and told me that I should ship it anyway. Furthermore, the fact that their manufacturing defect is not covered is also nonsense. Now that I want them to return the item unrepaired, they are not answering my emails.Desired Settlement: They need to refund my $24.95 for the shipping and return the item immediately.

Business

Response:

A TAIS Representative has been in contact with our customer. TAIS will be providing a refund ($24.95) to our Customer. Customer accepted offer. If customer has any questions or concern that may contact us directly at[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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Just 6 weeks after I bought a new toshiba laptop .the keyboard stoped working .

I have been told that I need to send it to California for a repair and stay without a computer for up to 10 days .

case # [redacted] If that's the solution , I will take all my toshiba product back and get my money back . I will never buy a product made by toshiba , I will advice all my freind family and employees to do the same .Desired Settlement: Send me a new laptop and a prepaid package so I send the defective one back .

Or they can authorize best buy to give me another laptop and drop the defective one their since bestbuy is one of the dealers.

Business

Response:

A TAIS representative was in contact with the customer on 01/02/2014. TAIS has apologized for any inconvenience and has provided a warranty repair for the customer with the unit being delivered back to the customer with the repair completed via Fed Ex tracking number [redacted]. The unit was delivered back to the customer on 01/13/2014. For any replacement of the product the customer would need to contact the reseller to determine if the product is still within the time frame for a replacement. At this time we consider this matter closed.

my computer starts to fall apart after a year about 6 screws are missing now. I called Toshiba about this issue and I refuse to pay for the screws I have never ever seen such a thing happen to any of my other computers that I own. All I wanted was for them to send me some screws not fix my whole computer. that's not to much to ask for.

Review: SUBJECT Broken promises to repair Toshiba Television, Model 47ZV650U, 947425T38769L1 Case #s 2[redacted]0323, 2[redacted]1683, [redacted]Following is timeline of eventsFebruary 6, 2014 Called Toshiba regarding audio problem as described and directed in your Document ID [redacted]. I was advised my TV was not part of your recall. Follow-up e-mail sent to Customer service. February 13, 2014 Received telephone call from Toshiba advising courtesy repair was authorized and I would be contacted by your Service Company National Service Alliance in 3 days.February 16, 2014 No phone call from Service CompanyMarch 11, 2014 Called your Corporate Escalation Department as nearly one month elapsed without phone call from National Service Alliance. I was advised, my Case number could not be located as numbering system has been changed. Spoke to both [redacted] and [redacted] who promised follow-up.March 27-28, 2014 E-mails sent to Toshiba. April 1, 2014 Called Corporate Escalation again and spoke to [redacted]. He advised [redacted] would return call.April 3, 2014 [redacted] called. Advised I should hear from National Service Alliance by April 7.April 7, 2014 No contact from National Service AllianceApril 21, 2014 Called Corporate Escalation again and spoke to [redacted]. After 45 minutes of restating history, promised callback later that day. [redacted] did return call, advised I would hear from National Service Alliance within 24-48 hours.April 24, 2014 No contact from National Service AllianceApril 28, 2014 E-mailed Toshiba. Response e-mail provided new telephone contact number. Called and was advised, number provided is for laptops only.April 30, 2014 Called and spoke to Ace who promised a call back within 24-48 hours.May 3, 2014 No contact from National Service Alliance or Toshiba.June 5, 2014 - Certified letter sent to Toshiba CEO May 8. NO RESPONSE!!!Desired Settlement: Request Toshiba honor promise and commitment to repair TV.

Business

Response:

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

And TAIS has made multiple attempts to contact our customer by telephone however, the customer has not returned any of correspondence requests but TAIS already escalated this case to our Order Desk to send him the newer Firmware stick w/ free of charge. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer

Response:

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

Toshiba alleges a lack of response to their attempts to contact me. Attached are pdfs of the e-mail exchange (the first such direct e-mail to me from Toshiba directly asking information about my issue, I might add). You will see I responded to their e-mail in the exact manner they requested. There has been no further phone contact since June 11.