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 ###-###-####, 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.
First of all, the hinges are NOT broken. So your decision is wrong. We believe there is a design flaw of the hinges that connect the LCD screen. Because you open and close the computer many times, the connecting points between the hinges and the LCD screen become loose. Thus it causes the Side of the LCD screen split open. As a result, it makes the laptop become dis functional. This has to do with the material deterioration and poor quality control. It is well within the warranty coverage. We want the laptop replaced. Toshiba cannot just keep denying the warranty coverage. It must stand behind your product. It is not reasonable for a business to treat a customer like Toshiba has been so far. I have found many similar complaints online on Toshiba computer products. Your customer service needs to improve.
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 attempted to call the number provided and the only option available was to leave a message. Which I did on 3/23/15 and there has been no return phone call. The serial number for the product is [redacted] and the order was placed under my wife's name Nichole Barnes. The item number is [redacted] if that is needed as well. I don't appreciate Toshiba just trying to push this case aside as if you do not have time to address this issue. I know Toshiba does a lot of business and makes a lot of money so I do not understand why you cannot help fix this tablet or issue a refund for something that cost less than $200 when it is a manufacturer issue.
Regards,
[redacted]
A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research TAIS found out that our customer's unit
considered as physical damage after the diagnosis of our technicians and in
accordance to the standard limited warranty of the unit...
any physical or
accidental damaged is not covered. Our customer can contact Toshiba Repair
Services at ###-###-####. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After 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.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of our technicians checked the unit of our customer and they found out that the issue is not covered by the warranty. TAIS has informed our customer that any physical or accidental damage (meaning not intended damage) is not covered under the Standard Limited Warranty (SLW). Our customer was also told by one of the Authorized Service Providers (ASP) that they will not continue the repair since there’s a crack on the back of the screen. If our customer wishes to continue the repair, they will need to shoulder the cost since the issue is not part and covered by the Standard Limited Warranty (SLW). And for the warranty details it’s for the economical purposes (paperless) so that’s why we have the online warranty website that our customer can access www.warranty.toshiba.com. 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 number. They have not yet resolved the open item. I told the toshiba rep that I am waiting for toshiba to resolve the open item and I will then consider the matter closed. The toshiba rep said they did not expect me to accept the matter closed until they had resolved the open item.
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 fail to understand why Toshiba refuses to acknowledge the repairs of the motherboard that were in excess of $550. Upon receiving the computer after repairs, none of the USB ports on the right side worked. This required sending the unit back to the repair facility where the computer is currently located. I fail to see the professionalism or the customer care a first rate company should exhibit in their daily interactions with customers.. It is apparently clear no one at this organization cares enough to stand behind their product. I hope all these executives that are drawing big salaries will at some point in their life run into a brick wall in which they get treated the same why they have treated me. There has been no gesture of reconciliation nor any apology offered for this series of technological blunders which only make the company appear inept and cold.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After 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. Currently the computer is in-transit going to...
our repair facility under Fed-Ex tracking number [redacted]. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our technical support representative and they determine that the computer has a possible virus that caused the problem on the unit. Our representative performed necessary troubleshooting on the unit to isolate the issue further however they figured out that the unit needs a repair. Since the warranty was expired our customer was referred to an Authorized service provider where they can bring the computer for repair and the phone support was already refunded. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistance. Our customer can contact Toshiba Repair Services at 1-800-438-3910. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that the repair process of the unit was already completed and has been shipped out going to our customer's location. However the package was delivered to a...
different address. Our customer was able to speak with our case managers regarding with this concern and our representatives already coordinated with the courier to deliver the unit to the correct address of the customer. Our customer will be updated for any details that will be provided of the courier.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 8/20/2014 in our repair facility and determined that there is a Physical Damaged (dock board, hinge assembly, & LCD cover), which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). Our customer was advised that we can send it to our VIP/Toshiba Engineer’s repair so we can have a final diagnosis for the unit and set the right expectation that she will be quoted once they determine the damaged is not covered by the warranty. However our customer declined that offer. 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 I first called Toshiba, I was advised NOT to purchase a replacement battery NOR to travel to a local repair site (I was willing to purchase a battery and/or travel locally). The agent told me on 15 March to complete a form sent to me via email to schedule an onsite visit from a Toshiba representative. I did so, my son waited at home while on Spring Break from college for three days, then when I called the repair people, they said that they couldn't get a battery and that Toshiba had cancelled it. When I called Toshiba back, the agent informed me that I was not eligible and that what I was told was wrong and that I should have been called but that they had no record of anyone calling me. When I pressed, the agent said they would get back to me (and did not). The next time I called back I was told the battery was ordered and should be available - it never has been available to me. These calls have continued, and no one has been able to provide a solution that either maintains the laptop as a laptop or avoids sending the laptop, which is used in college, away for two weeks or more. I am asking for what Toshiba promised me - a repaired laptop onsite so my son can continue his education unhindered, the whole reason we purchased a laptop. No one contacted me to tell me that Toshiba changed it's mind. I am okay, if Toshiba determines that they do not wish to repair the battery (as indicated in their response), that they compensate my son for three days of wasted time waiting for a repair person to show that Toshiba effectively cancelled. I too have wasted hours on the phone trying to get this resolved as I was promised in the beginning.Will Toshiba not stand behind their own agents? Will Toshiba not take responsibility for poor customer service and/or lies told to me repeatedly (battery ordered, people will show up for repair, battery reordered)? I understand Toshiba's legalese response; I don't understand how Toshiba cannot stand behind what their call centers say, do, or ignore - they chose their call center partner for a reason, so they should stand behind their promises. Please keep your commitment.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research all refurbished/reconditioned computers from Toshiba has a 90day warranty only, like our customer’s computer with a Model Part Number: [redacted]. Our customer can visit our website www.warranty.toshiba.com to check the warranty of his computer. Our customer can also contact [redacted] which is a 3rd party company where he purchased the unit. If the customer has any questions or concern they may contact our technical support department 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 find that this resolution would be satisfactory to me once a representative has contacted me and has provided confirmation that a brand new laptop has been shipped. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative
has reviewed our customer complaint. After doing a research TAIS found out that
the unit has been diagnosed by our technicians and they found out that the computer
has physical damage which is not covered by the standard limited warranty of
the unit. As stated in the Standard Limited Warranty;
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 service
providers,
use outside of the environmental or operating parameters, or use with
incompatible third
party
products.
Service of Product on which the TOSHIBA label
or logo, rating label or serial number have been
defaced or removed.
Preventive maintenance, cosmetic damage or
wear and tear (e.g., scratches, dents, or scratched, faded
or 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 replacement
of covers, plastics, or appearance parts such
as interior or exterior finishes or trim.
Our customer can contact Toshiba Repair Services to
schedule a repair at ###-###-####. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) represetative has reviewed our customer's complaint. After doing a research the service order number did not recognized by our system and based on the response that our customer provided, the unit is with best buy repair facility not in Toshiba. TAIS doesn't have access with the repair of the computer since it was sent to best buy repair facility. Our customer may contact best buy for more information regarding the status of their unit.
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.
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 tried the passwords for my Toshiba account, plus the Product ID and serial number of my computer. I had the name wrong. It is "[redacted]," not "[redacted] 1." Thye Product ID is [redacted].Since this is workmanship problem, not a software problem, the warranty does not apply. No one who sees this computer can believe how it fell apart with light usage in a home. Everyone who sees it says they will never [redacted] a Toshiba product. It started falling apart a month after the warranty expired, when a screw fell out. A technician replaced the screw. Then that screw and some others must have fallen out unnoticed. I believe the fan has now stopped working.I registered this computer when I first got it, and again after a Recovery. I am really upset that this account is no longer there. Toshiba must have deleted it.
Regards,
[redacted]
I was not asked for additional information, what do you require?
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 ###-###-####, 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.
First of all, the hinges are NOT broken. So your decision is wrong. We believe there is a design flaw of the hinges that connect the LCD screen. Because you open and close the computer many times, the connecting points between the hinges and the LCD screen become loose. Thus it causes the Side of the LCD screen split open. As a result, it makes the laptop become dis functional. This has to do with the material deterioration and poor quality control. It is well within the warranty coverage. We want the laptop replaced. Toshiba cannot just keep denying the warranty coverage. It must stand behind your product. It is not reasonable for a business to treat a customer like Toshiba has been so far. I have found many similar complaints online on Toshiba computer products. Your customer service needs to improve.
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 attempted to call the number provided and the only option available was to leave a message. Which I did on 3/23/15 and there has been no return phone call. The serial number for the product is [redacted] and the order was placed under my wife's name Nichole Barnes. The item number is [redacted] if that is needed as well. I don't appreciate Toshiba just trying to push this case aside as if you do not have time to address this issue. I know Toshiba does a lot of business and makes a lot of money so I do not understand why you cannot help fix this tablet or issue a refund for something that cost less than $200 when it is a manufacturer issue.
Regards,
[redacted]
A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research TAIS found out that our customer's unit
considered as physical damage after the diagnosis of our technicians and in
accordance to the standard limited warranty of the unit...
any physical or
accidental damaged is not covered. Our customer can contact Toshiba Repair
Services at ###-###-####. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After 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.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of our technicians checked the unit of our customer and they found out that the issue is not covered by the warranty. TAIS has informed our customer that any physical or accidental damage (meaning not intended damage) is not covered under the Standard Limited Warranty (SLW). Our customer was also told by one of the Authorized Service Providers (ASP) that they will not continue the repair since there’s a crack on the back of the screen. If our customer wishes to continue the repair, they will need to shoulder the cost since the issue is not part and covered by the Standard Limited Warranty (SLW). And for the warranty details it’s for the economical purposes (paperless) so that’s why we have the online warranty website that our customer can access www.warranty.toshiba.com. 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 number. They have not yet resolved the open item. I told the toshiba rep that I am waiting for toshiba to resolve the open item and I will then consider the matter closed. The toshiba rep said they did not expect me to accept the matter closed until they had resolved the open item.
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 fail to understand why Toshiba refuses to acknowledge the repairs of the motherboard that were in excess of $550. Upon receiving the computer after repairs, none of the USB ports on the right side worked. This required sending the unit back to the repair facility where the computer is currently located. I fail to see the professionalism or the customer care a first rate company should exhibit in their daily interactions with customers.. It is apparently clear no one at this organization cares enough to stand behind their product. I hope all these executives that are drawing big salaries will at some point in their life run into a brick wall in which they get treated the same why they have treated me. There has been no gesture of reconciliation nor any apology offered for this series of technological blunders which only make the company appear inept and cold.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After 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. Currently the computer is in-transit going to...
our repair facility under Fed-Ex tracking number [redacted]. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our technical support representative and they determine that the computer has a possible virus that caused the problem on the unit. Our representative performed necessary troubleshooting on the unit to isolate the issue further however they figured out that the unit needs a repair. Since the warranty was expired our customer was referred to an Authorized service provider where they can bring the computer for repair and the phone support was already refunded. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistance. Our customer can contact Toshiba Repair Services at 1-800-438-3910. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that the repair process of the unit was already completed and has been shipped out going to our customer's location. However the package was delivered to a...
different address. Our customer was able to speak with our case managers regarding with this concern and our representatives already coordinated with the courier to deliver the unit to the correct address of the customer. Our customer will be updated for any details that will be provided of the courier.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 8/20/2014 in our repair facility and determined that there is a Physical Damaged (dock board, hinge assembly, & LCD cover), which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). Our customer was advised that we can send it to our VIP/Toshiba Engineer’s repair so we can have a final diagnosis for the unit and set the right expectation that she will be quoted once they determine the damaged is not covered by the warranty. However our customer declined that offer. 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 I first called Toshiba, I was advised NOT to purchase a replacement battery NOR to travel to a local repair site (I was willing to purchase a battery and/or travel locally). The agent told me on 15 March to complete a form sent to me via email to schedule an onsite visit from a Toshiba representative. I did so, my son waited at home while on Spring Break from college for three days, then when I called the repair people, they said that they couldn't get a battery and that Toshiba had cancelled it. When I called Toshiba back, the agent informed me that I was not eligible and that what I was told was wrong and that I should have been called but that they had no record of anyone calling me. When I pressed, the agent said they would get back to me (and did not). The next time I called back I was told the battery was ordered and should be available - it never has been available to me. These calls have continued, and no one has been able to provide a solution that either maintains the laptop as a laptop or avoids sending the laptop, which is used in college, away for two weeks or more. I am asking for what Toshiba promised me - a repaired laptop onsite so my son can continue his education unhindered, the whole reason we purchased a laptop. No one contacted me to tell me that Toshiba changed it's mind. I am okay, if Toshiba determines that they do not wish to repair the battery (as indicated in their response), that they compensate my son for three days of wasted time waiting for a repair person to show that Toshiba effectively cancelled. I too have wasted hours on the phone trying to get this resolved as I was promised in the beginning.Will Toshiba not stand behind their own agents? Will Toshiba not take responsibility for poor customer service and/or lies told to me repeatedly (battery ordered, people will show up for repair, battery reordered)? I understand Toshiba's legalese response; I don't understand how Toshiba cannot stand behind what their call centers say, do, or ignore - they chose their call center partner for a reason, so they should stand behind their promises. Please keep your commitment.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research all refurbished/reconditioned computers from Toshiba has a 90day warranty only, like our customer’s computer with a Model Part Number: [redacted]. Our customer can visit our website www.warranty.toshiba.com to check the warranty of his computer. Our customer can also contact [redacted] which is a 3rd party company where he purchased the unit. If the customer has any questions or concern they may contact our technical support department 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 find that this resolution would be satisfactory to me once a representative has contacted me and has provided confirmation that a brand new laptop has been shipped. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative
has reviewed our customer complaint. After doing a research TAIS found out that
the unit has been diagnosed by our technicians and they found out that the computer
has physical damage which is not covered by the standard limited warranty of
the unit. As stated in the Standard Limited Warranty;
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 service
providers,
use outside of the environmental or operating parameters, or use with
incompatible third
party
products.
Service of Product on which the TOSHIBA label
or logo, rating label or serial number have been
defaced or removed.
Preventive maintenance, cosmetic damage or
wear and tear (e.g., scratches, dents, or scratched, faded
or 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 replacement
of covers, plastics, or appearance parts such
as interior or exterior finishes or trim.
Our customer can contact Toshiba Repair Services to
schedule a repair at ###-###-####. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) represetative has reviewed our customer's complaint. After doing a research the service order number did not recognized by our system and based on the response that our customer provided, the unit is with best buy repair facility not in Toshiba. TAIS doesn't have access with the repair of the computer since it was sent to best buy repair facility. Our customer may contact best buy for more information regarding the status of their unit.
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.
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 tried the passwords for my Toshiba account, plus the Product ID and serial number of my computer. I had the name wrong. It is "[redacted]," not "[redacted] 1." Thye Product ID is [redacted].Since this is workmanship problem, not a software problem, the warranty does not apply. No one who sees this computer can believe how it fell apart with light usage in a home. Everyone who sees it says they will never [redacted] a Toshiba product. It started falling apart a month after the warranty expired, when a screw fell out. A technician replaced the screw. Then that screw and some others must have fallen out unnoticed. I believe the fan has now stopped working.I registered this computer when I first got it, and again after a Recovery. I am really upset that this account is no longer there. Toshiba must have deleted it.
Regards,
[redacted]