Toshiba America Information Systems

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer... has been in contact with our Toshiba TV support and will be updated about the resolution for the issue of his TV. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer set up a repair of his computer to Toshiba Repair Services (TRS) and settled the payment for the repairOur customer was able to speak to one of the representatives from Corporate Office and was informed that Toshiba Repair Services (TRS) is a third-party company that we don’t have a visibility of the repair from themOur customer may still contact Toshiba Repair Services 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 When the laptop was first repaired and I got it back around April/May 2015, the frame was loose and cropping out of the screenI complained about the poor repair and a full refund or full unit replacement! They said the policy covers only repair for any unit after days of purchase and full replacement would only be possibly in case of full functionalityI protested saying that I no longer trust the repair or the parts since I get the laptop from repair in bad condition rather than purchasing a new laptop with defects They assured me that the repair and the replaced parts have their own warranty which covers one year warranty outside of the laptop warranty, hence the replaced parts (LCD screen, frame, cover and some other small parts should have a warranty till June 17, on contrary to their current claimI accepted the repair on that basis even though I was very frustrated to have a new laptop with too many defected and replaced parts (screen LCD, frame, cover, battery and some related internal parts!) Accordingly, they have not met the quality standards both in goods (defected laptop) nor repair (loose frame popping out of the screen) nor replacement parts (screen fades out unless pressing on the frame) nor their warranty statements (replaced parts and repair have their own warranty outside laptop warranty) I have lost trust in their truthfulness and quality of goods and repairI would like to ensure the laptop is repaired at the highest quality level and ensure a warranty of any replaced parts to ensure the replaced parts are not defected after all the issues I encountered with this purchase! 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's sales manager guaranteed a free shipping label for our school district when we need to send things for repairPlease see the e-mail chain below: -----Original Message-----From: [redacted] [mailto: [redacted] @toshiba-sales.com] Sent: Friday, November 13, 2:PMTo: Steve FioreSubject: RE: [redacted] PUBLIC SCHOOLS, REGION:mail_order, DIST:mail_order - Quote createdHi Steve,As per our call this afternoon, here is some information you can forward to your customer.-Toshiba’s repair center policy - customers are given two options when they need to ship equipment back to Toshiba for repair (see attachment as sample)- Customer may pay $to use Toshiba's shipping method, or -Customer may choose to self-ship the faulty unitPlease advise your customer to select "self-ship"In order to do this, they need to enter a repair ticketToshiba's websitehttp://support.toshiba.com/They can call 1-800-457-if they have any questions about submitting a repair ticketOnce a ticket is issued, we will send them a FedEx label to cover shipping cost.I would need the information below to issue a shipping label:-Repair ticket #-Customer info: Name, email, address, phone -And the address Toshiba provides them where unit must be shipped toIt should be an address for Toshiba Repair DepotOnce I have this information, I will send them a shipping label.Thank you, [redacted] Channel Sales Manager | CDWBusiness Solutions Division of Toshiba America Information Systems, Inc.Phone: (847) 280-0589Email: [redacted] @toshiba-sales.comFor additional assistance, please contact your Toshiba Inside Sales support representative: [redacted] BSD Inside Sales Support(888)328-[redacted] @tais.toshiba.com ________________________________________________________ If you need a screen shot, please let me know and I can provide it 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.Unfortunately Toshiba ignores all customers concerns and requestsJust like with me they have refused to address any of the issues with Revdex.com eitherFor one month they ignored my numerous calls asking for a supervisor to call me back (calls)Not until I filed a complaint with the Revdex.com did they take action repairing and shipping my unit back - days after I sent it inNone of the items I inquired about have been responded to so I will list them again: Reimbursement for shipping costs to have unit repaired under warranty ($23.00) Extension of warranty for time without computer days Some offer of compensation for going without my laptop for days without the courtesy of an explanationIt appears Toshiba only responses to complaints in social media - while I was trying to avoid going that route - I will if no resolvedVery disappointed in how Toshiba treats their customers Regards, [redacted]

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS has advised our customer that this case will be endorse to our order desk department to process a replacement battery for his unitOur customer agreed with thatIf the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer has been contacted by one of our corporate representatives and has advised that his computer will be send to our Engineers to evaluate and diagnose the issueOur customer will be receiving to his email a return shipping label that he can use sending the unit to our engineer’s repair facilityOur customer will keep updated for any results of the diagnosisAt this time we consider this matter closed

A ToshibaAmerica Information Systems (TAIS) representative has reviewed our customercomplaintAfter doing a research TAIS cannot find any records on our systemsusing our customer’s information (Name, Phone #, Address, and Email Address).Our customer can contact our Technical Support Department at [redacted] Atthis time we consider this matter closed

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaintAfter doing a research ourcustomer was able to speak with one of our case managersThey reauthorized a repairfor the unit and it will be send back to our depot repair facility for rework.Our customer will receive a box that they can use to send the computer goingback to our depot repair facilityThe reauthorization repair order numberwould be under [redacted] Currently the box is already in-transit going toour customer’s location under [redacted] tracking number [redacted] At this time weconsider 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 Repairman was here today and installed a new circuit board; still will now workHe will return again after he gets a different partI will not settle until everything works the way it shouldIf it isn't fixed this next time we still will demand our money back and they can have there TV backI can provide a copy of the original invoiceif needed Regards, [redacted]

Revdex.com: 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 Thank you very much for your assistance on this matter!! 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 wish to inform TOSHIBA their product warranty and retailing ethics on matters "right out of the box" defective products is an absolute "farce" and if any prospective customer take the time to read it they would never purchase a TOSHIBA product I or my family (and maybe friends) will never purchase another TOSHIBA product, and I will always discourage retailers and electronic customers to avoid TOSHIBA products as long as I live 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 The pro-rated amount that has been offered is unacceptableOur computer broke within days of owning it and we deserve a full refundThe pro-rated amount the company explained to me was based upon a July 'fix' date, however the companies lack of being able to fix the computer the first time we complained about the product (January) is not our faultAs for the replacement laptop we are unable to find satisfaction in that offer because we've tried that once before and were sent a computer in which the speakers do not work (damaged goods)We would like a full refund for our computer, we have a receipt stating its value, due to the fact our original purchase was a' lemon' computer The pro-rated value was not based upon the original complaint of our computer being brokenAs for a new computer, we have tried that option once to only be sent another broken computer (speakers don't work)We find neither of these options satisfactory and would like a full refund at this time Regards, [redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research our customer has informed that the computer has a built in partition which they can use to create the full image of the operating system in a discOur customer has informed that all Toshiba computer’s that has built in partition has notification upon boot up stating before installing any software, the computer will advise the customer to create a recovery media and the message will show upon First Boot up of the computerOur customer has advised the recovery media is free however they need to pay for the shipping and handlingAt this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintOur customer set up a repair to Toshiba Repair Services (TRS) for his laptop and paid for $for the diagnostic and shipping feeAccording to Toshiba Repair Services (TRS) website, "After diagnosis, if you elect not to have your unit repaired, there is a nonrefundable $diagnostic and shipping fee"Our customer has discretion if they will continue with the repairIf the customer has any questions or concern they may contact (TRS) at ###-###-#### 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 inconvenience our customer has experiencedTAIS has informed our customer that we will forward this case to our Order Desk department to process a better replacement for his unitTAIS has advised our customer that within 1-2bussiness days he will receive a call from our Order Desk to discuss the process of the replacementOur customer accepted and agreed with thatIf the customer has any questions or concern they may contact us at ###-###-####AT this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS cannot find any records in our system using the customer information (name, address, phone number, and email address)Our customer can provide the serial number of the unit or any reference number 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 [A manual, really? Last time I checked you get a manual AFTER you buy something! This is a canned, CYA answer of gibberish intended to confuse and mislead customers as usual by large companiesThere is no way I would have.bought this expensive product knowing this BEFOREIt's disgraceful how a large company can put some blanket text in an obscure place where its own staff has to 'research it' and call that disclosureReally poor taste and misleading.] Regards, [redacted]

A TAIS representative was in contact with the customer on 01/28/TAIS has apologized for any inconvenience and has informed the customer the courtesy phone tech support has expired and there would be a charge for the tech supportTech support did educate the cx about the issue the customer was having with the unit, with the customer stating she understoodThe warranty of the product was explained to the customer with the web site support.toshiba.com being provided to the customer which would explain in detail the warrantyIf the customer would like to contact tech support for further support they may call ###-###-#### (24/7)As stated by the techs, there would be a charge for this support At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer was able to speak to one of our case managers and has advised that her computer will be send to our VIP repair facility wherein our Toshiba Engineers will be doing diagnostics and apply the fix for the unitCurrently the computer is in-transit going to our repair facility under Ftracking number [redacted] At this time we consider this matter closed