Toshiba America Information Systems

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

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer’s issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unitThe Standard Limited 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 replacementSoftware, 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 boand available at laptops.toshiba.com/eulaUnless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by ToshibaHowever, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties

Revdex.com: I would like to reject the offer of Arbitration for complaint ID [redacted] Regards, [redacted]

Revdex.com: 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 trimOur customer was referred to Toshiba Repair Services that they may contact at 800-438-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? 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 use duri ng the Limited Warranty PeriodThis Limited Warranty covers the Product for warranty service only within the country where the Product was originally purchased and only covers Products purchased as newTheir product was sold to me incorrectly assembled, missing a screwI believe this missing screw caused the unit to failAccording to lawyers I know, the inclusive term ("What does your warranty cover?") takes precedence over the exclusive term ("What the warranty does not cover.") This is particularly clear in this case, where the failure that falls outside the exclusive term (a crack to the case) was caused by something that falls within the inclusive term (a defect in workmanship)Toshiba has failed in both responses to address this issue, and I don't understand their response? Is it that:a) The exclusive term takes precedence over the inclusive term (I believe this is legally incorrect and suggest they consult their lawyers).b) The missing screw is not a defect in workmanship (this was the claim of one person I spoke with on the phone and is clearly incorrect).c) The missing screw is a defect but could not possibly have cause the failure (a very dubious claim but also stated by someone at Toshiba).So which is it? Please read my email rather than simply responding again that the warranty doesn't cover this situationThe exclusive clause does not take precedence over the inclusive one.Thank you, [redacted] p.sI am now buying a replacement computer and expect Toshiba to refund my full purchase price

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer called in and reported the issue outside of the warrantyTAIS has advised our customer that since the computer is already out of the warranty for years already, the repair cost will be shouldered by our customerOur customer may look for an Authorized Service Providers (ASP) or may contact Toshiba Repair Services (TRS) at ###-###-#### to setup a repairAt 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 inconvenience our customer has experiencedTAIS has informed our customer that this case will be forwarded to our Order Desk Department and they are the one who will provide the replacement for his unitTAIS has advised our customer that he will receive a call from one of their representatives to discuss the process of replacementIf the customer has any questions or concern they may contact us at ###-###-####At this time we consider this matter closed

A TAIS representative has been in contact with the customerTAIS has apologized to the customer for any inconvenienceTAIS received the customer’s unit on 02/11/in our repair facility with a broken *** screen, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty)TAIS has informed the customer the cost of the repair is now their responsibilityThe customer has received the unit back from the depot unrepaired under the Fed EX tracking number [redacted] At this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research our technical support department resent a new recovery media for our customer’s computer to fix the issueOur customer has received the new recovery media last Sat, October 4, 1:PM ET under DHL tracking [redacted] At this time we consider this matter closed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] To be clear, I 'accept' this step they are taking I simply want a record here showing that if this next step does not resolve the problem, I was advised the next step would be to replace the computer with a new one I did let Marc, the representative I am working with know that for me, this is not a 'closed' case until we are sure the computer is fixed without any more setbacks or I am given the new computer Hopefully, Marc will understand and recall my reasoning for this sort of reply The case will be 'closed' once the situation is 100% resolved Right now, we are simply taking the next stepThat is not a resolution as of yet Thank you

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS apologized for the inconvenience our customer has experienceTAIS has advised our customer that we will process a refund for the amount that she paid for the supportIf 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 [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 purchased a Toshiba computer from NFMThe adaptor for the computer did not workI called Toshiba's technical supportthe agent told me they would send me a replacement part which was covered under my warrantyThey told me they would need my credit card information in case I did not send the defective part back but that my card would not be chargedMy card was immediately chargedWhen I called back in they apologized that I was misinformed, but assured me I would receive a credit as soon as the part was receivedI sent the part back several weeks ago and still have not received a credit back to my accountI would like a refund to my account for the $I was charged for my partAdditionally, I think it is unfair that in order for them to honor a defective product I have to repurchase itThey told me if it would have been my computer I would have had to pay for the cost of the computer again until the old one was sent back Regards, [redacted]

A Toshiba America Information System (TAIS) representative has been in contact with our customer TAIS apologized for the inconvenience our customer has experienceTAIS offered a free box so that our customer can send their unit at no charge to our Depot for diagnostics and repair of the computerIf 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 [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Other than the fact that two computers I bought from Toshiba in December had SSD hard drive failures within the first few months of ownership, and that one of the computers had two SSD hard drive failures within months of ownership, the fact of the matter is that the computer I received with the new SSD drive some time in late July or August allowed for a warranty on the new SSD hard drive of less than months Many manufacturers provide to year warranties on their SSD drives, so why does Toshiba only allow for months? Toshiba should not be allowed to sell products in the United States if they refuse to stand behind products that don't even last a reasonable amount of time [redacted]

A TAIS Representative has been in contact with our customerTAIS will be providing a refund ($24.95) to our CustomerCustomer accepted offerIf customer has any questions or concern that may contact us directly at [redacted] , at this time we consider this matter closed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The LAN port in my TOSHIBA lap top was different than US standard LAN port in any of router and computer in USA and does fit the Ethernet cable adapterIt is a design problem, not the product defectThere is no way to repaire it because the new LAN port will still have the same problem if Toshiba does not change the design of LAN port So this is the design failure and has nothing to do with WarrantyToshiba shall take full responsibility and recall this type of LAPTOP and fix the problem at their costs Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I have the receipt for the computer and the record of the instant rebateAlso, I registered the computer with ToshibaThey know who I am Regards, [redacted] ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS has informed our customer that any physical or accidental damage is not covered under the warranty and that was the reason why our customer was referred to Toshiba Repair Services (TRS) and it will be at their own cost since the issue is not in accordance with the Standard Limited Warranty (SLW)At this time we consider this matter closed

Revdex.com: 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 cannot use telephone support as I cannot hearI have filed complaints with the FTC(# [redacted] ), eConsumer.gov(# [redacted] ) and the Justice DeptAmericans with Disabilities Act for discrimination(# [redacted] )I am sorry I bought this [redacted] computerThe matter is closed as far as the Revdex.comI noticed Toshiba has an A+ rating with the Revdex.com, shame on the Revdex.com! Regards, [redacted]

A TAIS representative was in contact with the customer on 01/22/2014. TAIS has apologized for any inconvenience and has informed the customer the damage was not caused by overheating of the unit. The diagnostics have shown there are several burn marks all over inside of the system and the LCD is... cracked; however, no components were burned. The technicians have concluded this was not caused by the NB it was clearly a case of damage caused by the end user. This is an out of scope issue (out of scope meaning the damage to the unit is not covered by the manufacturer’s warranty). The cost of the repair is now the customer’s responsibility. At this time we consider this matter closed.

Revdex.com: 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 [Why is Toshiba only now telling me to contact Toshiba Direct for a refund or replacement when I have been asking for this sense December only to be told by them that Toshiba does not replace defective units only keep on trying to repair themWhy let a customer be mad when there was a solution that the customer was asking for???? And how about a phone number for Toshiba Direct?] Regards, [redacted] ***