Toshiba America Information Systems Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Finally received a phone call from Toshiba about my complaints. Toshiba rep that called was VERY HELPFUL and could nor understand why Toshiba did NOT follow through and how Toshiba dropped the ball. He understood the problem and was VERY concerned about my complaints
VERY happy with the response of Toshiba finally.
I do NOT feel that this local Revdex.com Office handled my complaint efficiently. Correct me if I am wrong, but all the local Revdex.com Office did was forward my complaints back and forth and did not act in a positive and helpful manner!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
This issue has been resolved by Toshiba to my satisfaction.Thank you very much for your assistance.*** T

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowTo Whom It May Concern,
I never denied receiving the email you described. As a matter of fact, I referred to it in the original complaintSomething our esteemed Toshiba "Rep" seems to have neglected to read throughAlthough it's really nice you consider the matter closed, I Don't. Yes, you sent me an email saying the promo code was not supposed to work with the hard drive I picked. That still doesn't answer why it DID work when it wasn't supposed to. Its amazing all this "rep" did was regurgitate the same line the online chat rep, and the phone rep gaveYou offered no explanation of value, nor any way to rectify the situation. Again, if the code was not supposed to work with the product I picked, why DID it work? Why did the same code not work on another product I looked at with a message saying "this code can't be used with this item" but it worked just fine on the item I was looking to buy. That's not my problem the code workedThat is on your engineer/site manager/code monkey or whatever you want to call them, but it is certainly not mine. I checked out and *** took my money and held it for days. That was days time and money lostYOU inconvenienced ME because of it. Your site engineer, your support reps, and now you are costing me by conducting horrible business. Does anyone at Toshiba even know what good business is? Or did everyone that did know what that was leave a few years ago and that explains why Toshiba isn't anywhere near the Top PC manufacturers worldwide? I'm going to go with the latter, because Toshiba has been steadily swirling down the drain for a while now. Tell me, when an employee makes a mistake, is it practice to inconvenience your customers because of it instead of taking the hit and potentially gaining happy customers? Or do you like losing market share to ***, ***, and ***? I would like all these questions answered, or at the very least, answer my original question with more thought put into it than that pathetic excuse of a response your "rep" sent. Your company was in the wrong, you guys screwed up. This business model will not end well for you. You should be looking to appease customers and take responsibility for your own problems, not put the ownership of the problem back on the customers that you have been losing in droves the past several years. Give me a proper answer, one that makes sense
Thank you,
***
P.SMy best friend in college is a writer on *** ***. She told me to let her know how my complaint goes, as she wants to include it in a piece on the blog's opinion sectionSomething about bad business practices that are bringing down once mighty PC manufacturers (Like ***, since you two are in the same boat)You are providing some stellar material for it, so keep it up! :)
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, I was advised by the representative to send my laptop to their repair facility to be diagnosed, however only after being told that this could ONLY have happened based on accidental damageI was then told when it was found to be my fault, then they would repair it, and send me the billWhy should I send them my laptop when I have already been informed of the outcome, and that they are going to force me to pay for it? They don't want to properly diagnose it, they just want to escape the blameHow am I supposed to trust them for a fair evaluation, if this is already a case closed matter? I am more than willing to bring it to a local repair shop, which would be a third party, to properly diagnose it and preform the repair
Regards,
*** ***

Revdex.com:
Dear Revdex.com the company had me submit to them various items including an image of the tv as shown here with the sticker still on the tv A company representative called and said they would resolve the issue and told me I would get a call back # that called me was ###-###-#### I have not heard back from company as of yet Registration was submitted from September and we were waiting for warranty to submit repair requestNOTHING as of yet
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer, TAIS has apologized for the inconvenience our customer has experiencedTAIS has offered to send a free box with pre-paid shipping so our customer can send the laptop in for repair and as per the standard limited warranty of the computerOur customer leave a voice mail message last 05/02/stating that he agreed to our offer and the same day process a free box with shipping label and send to himIf the customer has any questions or concern they may contact us at ***At this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I paid dollars for a laptop that is defective before the month time period was up of the warranty coverage. I should not have to pay any fees associated with getting this repaired as the company could set up repair at *** ***, where I bought the laptop vscosting the consumer more money (for shipping) for a warranty repair. Extremely poor customer service case managers and will never buy a Toshiba product again. Their loss due to not standing by their defective productPlease keep on file as an unresolved complaint
Regards,
*** ***

A TAIS representative has made multiple attempts to contact our customer by telephone on the following 03/31/2014, 04/01/2014, 04/02/and 04/25/however, our customer has not returned any of correspondence requests and we didn't receive any call or voice mailOur customer can contact us directly at ***At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research, TAIS found out that our customer had some issue with their HDD passwordToshiba has no control on setting up any passwords on our customer's computerIn accordance
with our Standard Limited warranty, the particular issue that they are having, is something that is not covered and even any software support or fixesTherefore, they can set up a repair with Toshiba Repair Services as a fee based service and they can call them at 1-800-438-At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenienceTAIS offered to our customer to send her computer for repair with free shipping so it can be fixed as much as possibleTAIS are willing and interested to do rework for the computer and diagnose what is the main issueUnfortunately, our customer declined this offer, at this time we consider this matter closed

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 08/28/2014, 09/03/2014, and 09/04/however, our
customer has not returned any of correspondence requestsIf the customer has any questions or concern and they may contact us at ###-###-####, at this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10993342, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowMs***
On Wednesday, January 25th, I called the office to state my concern. I was given your name as the representative working with my claim.
Back on 12/12/2015, I submitted a claim against Toshiba of America Information Systems, Inc(TAIS) Digital Products Division - claim number ***. On January 13th,an email was sent to me to respond within days if I wasn’t satisfied with Toshiba’s response. However, I was not able to respond to the message within the allotted number of days due to personal reasons. Nevertheless, due the fact that the company was willing to help with the situation, I decided to leave the claim close and work with the company.
Nonetheless, the company has been giving the run aroundsI called Service Net at 800-240-2269, as stated in TAIS response. After a couple attempts, I finally got through. I was told by the representative that the at Service Net that were responsible for the parts and they would be willing to provide the parts, but Toshiba was responsible for fulling the service. The representative a Service Net transferred me to Toshiba.
When I spoke to the representative at TAIS, it seems that once again they were not able to find my extended warranty. The representative (which claimed to be a supervisor), said that my warranty had expired. I once again for the 20th time (without exaggerating) explained the situation to a TAIS representative. When I mentioned Revdex.com - all of a sudden, she found my warranty. However, her excuse this time was that my warranty was never activated
So, I told her I wanted to speak to a supervisor and she said she was a I supervisor. Then, I requested to receive a refund for the amount spent for the warranty that all of sudden was never activated. She said that she would handle my request and within two business days I would receive and email with a confirmation or denial. I asked why would TAIS deny my request if my laptop needs service and you are not willing to honor the extended warranty purchased. She said to just wait for the email.
Today is Monday, January 25, 2016, and I still haven’t received any correspondence from TAIS. I called again, and I was told that my case would be spoken directly to Toshiba Direct manager. I was also told that I would receive a phone call directly from him. However, I didn't get a response. Please help me resolve this. $is not easy money to come by. I need a laptop with working usb ports. How can you help me seek a refund to have it service on my own or buy a new one. PLEASE help me!
Thank you so much for your willingness to help me. Anxiously waiting for your response!
*** ***

A Toshiba America Information Systems (TAIS)
representative
has reviewed our customer complaintAfter doing a research our
customer has been contacted by one of our technical support representatives and
they performed some basic troubleshooting to diagnose what is problem of the
computerUnfortunately after the troubleshooting they found out that there is
already a problem with the Flash Air SD card of our customerThey were advised
to file claim on our website at ***
At this time we consider this matter closed

A TAIS representative has been in contact with our customerTAIS has apologized to the customer for the inconvenienceTAIS has received the customer’s unit on 01/17/in our repair facility with a power source after blue screen issueCurrently they are waiting for the part ordered to come in for the repair to be completedFor a replacement/refund the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the refund/replacement timeframe if the customer has any questions or concerns they may contact us directly at ###-###-####At this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research this case has been forwarded to our order
desk depart and TAIS found out that our customer has been contacted by one of our order desk representative to discuss about the replacement of the TVAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
By charging the customer $to ship the laptop to Toshiba to repair a manufacturers defect; Toshiba is effectively forcing the customer to pay more to have a fully functioning productToshiba provides no other method to remedy their faults in manufacturing without incurring a cost on the consumer
In effect I paid full price for a defective productI am now being incurred an additional $to have my product operate as advertised
Regards,
*** ***

A Toshiba America Information Systems (TAIS)
representative
has reviewed our customer complaintAfter doing a research our customer unit
has an Extended Service Plan (ESP) that adds up to
three additional years of warranty to the computerThe number of years that
may be purchase depends upon the productAccording to our customer the unit
has a battery issue and they were advised to replace itOur customer purchased
the unit last Juland the warranty will expired JulIn accordance to
the warranty of the unit the battery still only receives the standard one year
of warrantySeeing as the customer has exceeded the standard warranty period
they are now responsible for replacing the battery of the computerOur
customer can contact Toshiba Direct to purchase a new battery or they can visit
their website at ***
and they may contact at ###-###-####At this time we consider this matter
closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
however if it is not resolved the complaint will be reopened and continued for further action
best Regards,
*** ***

A TAIS representative has been in contact with our customer on 01/01/TAIS has informed the customer the shipping and handling is their responsibility in order to receive warranty repairsTAIS assisted the customer by setting up the order (TC-***)The unit has been repaired and has
been delivered back to the customer under Fed Ex tracking number ***A request for a replacement would need to be directed to the reseller where the unit was purchased to determine if the unit is within the replacement time frame. At this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Contrary to the opinion of Toshiba America Information Systems (TAIS), a matter is not closed until it is resolvedTheir response to this matter only points out the details of what was done after a case manager very adamantly refused my requests for a refund over the phoneThe computer was indeed shipped to an engineer, but not because that's what I wanted or what I felt would resolve the issueIt has been sent out three times, one of the times to a "senior technician" for a more thorough re-work, as I was toldIf a re-work hasn't been successful three times already (including one by a "senior technician"), then why should it be successful on a fourth attempt? The computer was sent to an engineer because the case manager who refused my requests said I could either send it there or he would not help me any furtherContrary to the opinion of TAIS, this case is not closed, as I have not yet received my computer back from the engineering facilityI cannot confirm that it worksI still have no peace of mind in this matter.
In addition, TAIS failed to provide any explanation to the extremely poor quality of customer support I received in this matter, nor do they come close to offering any apology for the missteps of several representatives, supervisors, and case managers that I outlined in detail in my complaintIn their response, TAIS claims that they provide "support" in these matters as opposed to providing refundsI feel that my complaint very articulately outlines how I have not received "support" from their company; instead, I have received blatant misinformation and empty promises from several representatives, supervisors, and case managersAs I originally stated, I have had four representatives, supervisors, and case mangers disregard their promises to return my phone calls at specific timesI recounted three occasions in which representatives, supervisors, and case managers have given me untrue informationI paid out of pocket for a professional opinion on a hard drive failure, as instructed, and subsequently learned that this information was disregarded by the company, which resulted in an additional hard drive failure right out of the boxIf this is what TAIS considers "support," then I have made a grave miscalculation in the type of company with which I wish to give my businessThe fact that TAIS shows no remorse for such inexcusable "support" issues and takes no interest in a thorough response to this matter, aside from pointing out the obvious and that they don't consider this matter anything more than "closed," demonstrates the quality of customer care that TAIS stands forIf this matter is not resolved to my satisfaction (i.ea fully functional computer -- one that works for much longer than one month -- or a full refund as now requested several times), I promise that I will never give Toshiba another penny over the course of my lifetime, and I know that I'll be needing plenty more electronics over the next few yearsI promise that if not resolved, I will share this story with friends, family, colleagues, and other consumer organizations so that they are fully aware of the type of "support" that Toshiba stands forIn fact, a family member who was recently in the market for a computer to get her through college elected not to purchase a Toshiba computer after hearing about my experience with the companyAs a customer who has spent over $1,on a product, a product I have yet to actually receive and enjoy, I expect to be treated with respect by a company, not dismissed without so much as an afterthought or apologyShame on you, Toshiba America Information Systems
Regards,
*** ***