A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS has informed our customer that the pre-paid shipping box for repair which cost $is non-refundable and under the Standard Limited Warranty (SLW), the labor and the parts that needed to be replaced and the shipment after the repair going back to our customer is free of chargeAt 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 website and phone support that I have talked to multiple times now will only provide the "store" creditLooking through their available inventory there are no VHS players or VHS/DVD Combo units or a unit, such as the defective unit, a DVD RECORDER/VHS combo unitI would like the ability to receive a refund if an exchange or repair is not possible Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their computer has already expired on 01/28/And as per the Standard Limited Warranty our customer has a year limited periodSeeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt 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 spoke to one of our Corporate department representative and has informed that any physical or accidental damage on the computer is not covered under the Standard Limited Warranty (SLW) and that was the reason why our customer was referred to Toshiba Repair Services (TRS) because the computer’s warranty already expired and since the issue is not part of the warranty, the customer will shoulder the repair costAt 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 was able to speak to one of our case managers and has offered a $check for refund due to the lost shipmentOur customer agreed and accepted the offerTAIS has advised our customer that it will be process within 7-business daysAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their computer has already expired on 11/30/And as per the Standard Limited Warranty our customer has a year limited periodSeeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt 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 this case was forwarded to our Order Desk department to process a replacement and one of the order desk representative has made multiple attempts contacting our customer by phoneHowever, our customer in not availableIf the customer has any questions or concern they may contact at [redacted]
A TAIS representative was in contact with the customer on 01/10/TAIS has apologized for any inconvenienceTAIS has provided a work order for the customer under the authorization # TC- [redacted] A third reminder was sent to the customer on 01/12/for finishing the survey for the work order As stated in the Standard limited Warranty, it is the responsibility of the customer to pay for the shippingA refund for the unit would need to be directed to the reseller where the unit was purchased to determine if the unit is still within the return policy time frame At this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS has determined that the (Cosmetic Damaged Base, Hinges, Physical Damage, etc.) on the unit of our customer is not covered under the Standard Limited WarrantyTAIS also found out that our customer has an extended warranty from Square trade and according to our customer they will shoulder the repair costOur customer may contact our Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair at their own cost or they may call the technical support department at [redacted] to locate a nearest Authorized Service Provider (ASP) on their locationAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research the records that we have was the first repair of the unit when it was still in warrantyOur customer called us last 11-23-for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computerThe unit was sent to our repair facility and our customer was quoted for the out of scope issue which is not cover by the standard limited warranty of the unitOur customer was able to settle and authorized the payment for the repair of the issue and the unit was sent back to our customer repairedAs of now we cannot find any repair under our customer's computerOur customer may contact the facility or repair where they processed the repairAt 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 original issue is still un-addressedCompany is still engaged in an unfair "bait and switch" policy wherein they get the consumer to pay to send in their equipment only to find out later that the clearly posted price will not be honoredThe Toshiba representative did admit that the site was misleading and advised that it be changedHowever, Toshiba is unwilling to honor the advertised price nor refund the out of pockets expenses incurred to dateRepresentative also admitted that the "switch" price was exorbitantly high and that they would never, personally, pay the amount quotedFurthermore, it appears as though the repair arm of Toshiba has no intent of ever honoring the price that is shown on the site it is purely a ploy to get consumers to send in [redacted] hoping that the consumer will capitulate on the price once Toshiba has possession of hardware and initial feesThe core complaint remains; this is clearly an unfair business practice 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 email with the RMA information referenced by the vendor has expired Further, there was no shipping label attached to the email Finally, as the vendor acknowledged, I live in a remote part of Alaska Thus, how do I get [redacted] to pick up the package when the vendor issues a new RMA with an attached shipping label? I could not have returned the laptop as I did not take possession of it until 9/1/ I want to return it and receive a full refund ASAP Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaintAfter doing a research TAIS found out that it shows on the email of the channel sales manager that they are the one who will send the shipping label to our customer after the repair order has processed and they need to provide this information below: - Repair Ticket/order #: TP- [redacted] - 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 Depot ( [redacted] ***)It shows on the email that once this information is provided, they will send the shipping label to our customerIf our customer has any questions or concern they may contact the Channel Sales Manager or the Toshiba Inside Sales support representative at the phone number that has provided on the email
A TAIS representative has been in contact with our customerTAIS has provided the option to our customer to have the laptop fixed, unfortunately our customer declined this offerTAIS has advised that replacement or a refund will not be possible at this momentWe need to further evaluate and diagnose the issue first before it will be subject to approval for replacementAt 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 Toshiba claims the warranty terms do not apply because of physical damage (a crack) in the body of the computerHowever, 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 togetherThe missing screw is in the section closest to where the crack occurredThe 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 use during the Limited Warranty Period.” Toshiba sold me a laptop that was missing a screwUnder use, a fatigue crack formed within months of purchaseThe fact that the body of the computer is damaged is exactly the pointThe computer had a defect in workmanship that caused it to fail under useI should not have to prove the cause of the failureIn 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 complaintOtherwise, 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 warrantyI'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 involvedThis 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 equipmentI'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, [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 not received a call or any voice-messages left in response to this inquiryI can be reach ed at ###-###-#### or via e-mail: [redacted] Regards, [redacted]
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint After doing a research TAIS cannot find any records under our customer information using ex (name, phone number, and email address) regarding to the issue of his T.VIf the customer can provide like any case I.D number they may contact us at 949-461-423, 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 toshiba rep told me they have called their subcontractor multiple times but have kept being transferred to the general numberThey have not yet resolved the open itemI told the toshiba rep that I am waiting for toshiba to resolve the open item and I will then consider the matter closedThe toshiba rep said they did not expect me to accept the matter closed until they had resolved the open item Regards, [redacted]
TAIS already provided options for the customer to have the laptop repaired, unfortunately our customer choose to opt in for a refund from the retailer ( [redacted] ***)At this time we consider this matter closed
A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer has been contacted of one of our representatives from order desk department last 08/07/and has offered a brand new replacement for his unitUnfortunately, our customer has declined this offer, and has advised that he wants a full refundTAIS has advised our customer that we do not process a full refund, at this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS has informed our customer that the pre-paid shipping box for repair which cost $is non-refundable and under the Standard Limited Warranty (SLW), the labor and the parts that needed to be replaced and the shipment after the repair going back to our customer is free of chargeAt 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 website and phone support that I have talked to multiple times now will only provide the "store" creditLooking through their available inventory there are no VHS players or VHS/DVD Combo units or a unit, such as the defective unit, a DVD RECORDER/VHS combo unitI would like the ability to receive a refund if an exchange or repair is not possible Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their computer has already expired on 01/28/And as per the Standard Limited Warranty our customer has a year limited periodSeeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt 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 spoke to one of our Corporate department representative and has informed that any physical or accidental damage on the computer is not covered under the Standard Limited Warranty (SLW) and that was the reason why our customer was referred to Toshiba Repair Services (TRS) because the computer’s warranty already expired and since the issue is not part of the warranty, the customer will shoulder the repair costAt 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 was able to speak to one of our case managers and has offered a $check for refund due to the lost shipmentOur customer agreed and accepted the offerTAIS has advised our customer that it will be process within 7-business daysAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their computer has already expired on 11/30/And as per the Standard Limited Warranty our customer has a year limited periodSeeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt 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 this case was forwarded to our Order Desk department to process a replacement and one of the order desk representative has made multiple attempts contacting our customer by phoneHowever, our customer in not availableIf the customer has any questions or concern they may contact at [redacted]
A TAIS representative was in contact with the customer on 01/10/TAIS has apologized for any inconvenienceTAIS has provided a work order for the customer under the authorization # TC- [redacted] A third reminder was sent to the customer on 01/12/for finishing the survey for the work order As stated in the Standard limited Warranty, it is the responsibility of the customer to pay for the shippingA refund for the unit would need to be directed to the reseller where the unit was purchased to determine if the unit is still within the return policy time frame At this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS has determined that the (Cosmetic Damaged Base, Hinges, Physical Damage, etc.) on the unit of our customer is not covered under the Standard Limited WarrantyTAIS also found out that our customer has an extended warranty from Square trade and according to our customer they will shoulder the repair costOur customer may contact our Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair at their own cost or they may call the technical support department at [redacted] to locate a nearest Authorized Service Provider (ASP) on their locationAt this time we consider this matter closed
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research the records that we have was the first repair of the unit when it was still in warrantyOur customer called us last 11-23-for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computerThe unit was sent to our repair facility and our customer was quoted for the out of scope issue which is not cover by the standard limited warranty of the unitOur customer was able to settle and authorized the payment for the repair of the issue and the unit was sent back to our customer repairedAs of now we cannot find any repair under our customer's computerOur customer may contact the facility or repair where they processed the repairAt 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 original issue is still un-addressedCompany is still engaged in an unfair "bait and switch" policy wherein they get the consumer to pay to send in their equipment only to find out later that the clearly posted price will not be honoredThe Toshiba representative did admit that the site was misleading and advised that it be changedHowever, Toshiba is unwilling to honor the advertised price nor refund the out of pockets expenses incurred to dateRepresentative also admitted that the "switch" price was exorbitantly high and that they would never, personally, pay the amount quotedFurthermore, it appears as though the repair arm of Toshiba has no intent of ever honoring the price that is shown on the site it is purely a ploy to get consumers to send in [redacted] hoping that the consumer will capitulate on the price once Toshiba has possession of hardware and initial feesThe core complaint remains; this is clearly an unfair business practice 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 email with the RMA information referenced by the vendor has expired Further, there was no shipping label attached to the email Finally, as the vendor acknowledged, I live in a remote part of Alaska Thus, how do I get [redacted] to pick up the package when the vendor issues a new RMA with an attached shipping label? I could not have returned the laptop as I did not take possession of it until 9/1/ I want to return it and receive a full refund ASAP Regards, [redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaintAfter doing a research TAIS found out that it shows on the email of the channel sales manager that they are the one who will send the shipping label to our customer after the repair order has processed and they need to provide this information below: - Repair Ticket/order #: TP- [redacted] - 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 Depot ( [redacted] ***)It shows on the email that once this information is provided, they will send the shipping label to our customerIf our customer has any questions or concern they may contact the Channel Sales Manager or the Toshiba Inside Sales support representative at the phone number that has provided on the email
A TAIS representative has been in contact with our customerTAIS has provided the option to our customer to have the laptop fixed, unfortunately our customer declined this offerTAIS has advised that replacement or a refund will not be possible at this momentWe need to further evaluate and diagnose the issue first before it will be subject to approval for replacementAt 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 Toshiba claims the warranty terms do not apply because of physical damage (a crack) in the body of the computerHowever, 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 togetherThe missing screw is in the section closest to where the crack occurredThe 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 use during the Limited Warranty Period.” Toshiba sold me a laptop that was missing a screwUnder use, a fatigue crack formed within months of purchaseThe fact that the body of the computer is damaged is exactly the pointThe computer had a defect in workmanship that caused it to fail under useI should not have to prove the cause of the failureIn 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 complaintOtherwise, 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 warrantyI'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 involvedThis 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 equipmentI'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, [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 not received a call or any voice-messages left in response to this inquiryI can be reach ed at ###-###-#### or via e-mail: [redacted] Regards, [redacted]
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint After doing a research TAIS cannot find any records under our customer information using ex (name, phone number, and email address) regarding to the issue of his T.VIf the customer can provide like any case I.D number they may contact us at 949-461-423, 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 toshiba rep told me they have called their subcontractor multiple times but have kept being transferred to the general numberThey have not yet resolved the open itemI told the toshiba rep that I am waiting for toshiba to resolve the open item and I will then consider the matter closedThe toshiba rep said they did not expect me to accept the matter closed until they had resolved the open item Regards, [redacted]
TAIS already provided options for the customer to have the laptop repaired, unfortunately our customer choose to opt in for a refund from the retailer ( [redacted] ***)At this time we consider this matter closed
A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer has been contacted of one of our representatives from order desk department last 08/07/and has offered a brand new replacement for his unitUnfortunately, our customer has declined this offer, and has advised that he wants a full refundTAIS has advised our customer that we do not process a full refund, at this time we consider this matter closed