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.
[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'. I did not cause damage to the unit. The standard warranty reads; "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.''Software support, fixes or replacement. Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an 'as is' basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties.'That is the extent of the verbiage under the warranty section regarding exclusions. No where in this section does it state that internal screen damage is not covered. Neither my husband nor I misused, abused or otherwise mistreated the laptop. We did not suffer a lightening strike, power surge or other act of God. The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear. The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table. We certainly did no such thing with any knowledge. We have handled this unit in a way that a reasonable person would consider normal use. Simply moving it from one location to another. Toshiba stated that it's policy that all screen damage is denied. This policy does not match with the printed warranty. This damage occurred during the valid warranty period under normal use. It should be covered under the warranty. It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault. Parts fail. For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later. If Toshiba's contention is that this is not possible, then they should update their warranty accordingly. The warranty we received with this unit does not exclude internal screen damage that occurs during normal use. ]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer on our system under the Name, Phone Number, Email Address, and Address. If our customer has any questions or concerns 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.
[Toshiba finally reached out to me directly after several months. They called me 3 times in 1 day. I did connect with them and talk to them live. Of course they still will not provide a [redacted] representative and therefore, I have to deal with the awful [redacted] based customer service once again. They did propose a couple of options for me. The first is a replacement computer. The second is a refund of the depreciated fair value of the computer which I am not agreeing to since I should not be penalized for having a lemon of a computer that they have been dragging their feet on resolving the issue at hand. I am weighing the first option depending on the specifications of the computer and hope to have this resolved within the next few days, but it is not currently 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.
You're reading off the script again. Can't y'all say anything but "it's out of warranty." I already know that. I'm quite capable of reading and making decisions.
My case broke because you used flimsy plastic with a heavy hinge. This is not user damage.
I don't think it's asking for special treatment for someone at Toshiba to look at repair requests, etc, to see if I might have a valid point.
I barely scrape by working multiple jobs. I use this laptop to complete some of those jobs. I buy Toshibas because they're reliable. This computer is only 2 years old and is damaged by something out of my control. And y'all are treating me like the village it and the gum on the bottom of your shoe.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research, our customer has advised that this case will be forwarded to our order desk department to discuss the process of replacement for his T.V. Our customer agreed with that. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) has reviewed our customer complaint. After doing a research TAIS has informed our customer that we need to send back the computer to our Toshiba Engineer’s for a rework and also for them to find out if the unit is unrepairable so they can discuss for possible replacement of the computer. TAIS has provided the shipping label to our customer that she can use sending the unit to our facility without any cost. Our Engineers are just waiting for the unit to send in by our customer. At this time we consider this matter closed.
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has submitted the proof of purchased of the T.V and it shows the purchased date March 3, 2013 and every Toshiba unit has a 1year standard limited warranty and the warranty of the T.V already expired last March of 2014. The warranty only covers a 1year standard repair service. TAIS has offered our customer to go to an authorized service provider (ASP) to set up a repair and has advised that they will shoulder the repair cost due to expired warranty. At this time we consider this matter closed.
A Toshiba America Information Systems (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 can process the refund that he requested for the recovery media that he ordered to us....
However, TAIS has advised our customer that we cannot provide a refund to the store manager that according to him who paid for the hard drive of his computer, we explained to our customer that the Store and Toshiba has a different channel or process when it comes to a certain issue. Our customer informed us that the unit still has a problem. TAIS has advised that we can still process a repair for his computer with accordance to the standard limited warranty of the unit. However, our customer declined the offer. If the customer has any questions or concern they may contact at 855-674-3553.
A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will create a VIP repair and send her computer to our Toshiba Engineers to have diagnosed and fix the...
issue. 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 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.I will never again purchase another Toshiba product and I will make it known that there is lackluster support for their products.
Regards,
[redacted]
A Toshiba America Information System (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has provided option to our customer, she will bring her computer to the Authorized Service provider (ASP) and she will let us know what...
the result of the diagnostic is. TAIS has provided the information of the ASP. If the customer has any questions or concerns they may contact us at ###-###-####. 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 has been contacted by our Toshiba Acclaim Admin thru email and the resolution has been provided. Our customer has informed that a new refund was...
already processed and it will be send to his right address in Maryland. If our customer has any questions or concern they may contact our acclaim department at 888-592-0944 or email our Toshiba Acclaim Admin.
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.You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?Thank you for listening to me and I appreciate the refunded difference. I will continue to be a Toshiba customer.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer's information on our system under the Name, Phone Number, and Email Address. If the customer has any questions and concerns they may...
contact Toshiba Technical Support 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 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.
This is absolutely ridiculous. Yes, I did set up the repair in October of 2014 and the Toshiba Repair Services cannot get the parts to fix this computer. I contacted them today 1/28/2015 and they still have not received the parts. This is now going on 3 months. Toshiba America has the worst Customer Relations that I have ever seen from any company. Toshiba cannot provide parts to the Toshiba repair centers that they contract to and the American consumers are just out of luck. I demand that Toshiba refund my initial purchase of $1, 319.00 or provide me a comparable computer.It is next to impossible to contact any officer in the Corporate office and I have written two (2) letters to the Corporate office that have not been responded to. I guess my next step is either the State Attorney General or Small Clams Court..
Regards,
[redacted]
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 contact our software support department which is a fee base support for advance troubleshooting for computers. Based on our records...
the computer of our customer was already out of warranty since June of 2010. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that the Toshiba Television with Model no. 49L621U that they purchased is an exclusive Best Buy television manufactured by Toshiba and all the support and warranty is...
from Best Buy. TAIS has provided this phone number 855-527-[redacted] for the support or they may check this website http://support.toshiba.com/sscontent?docId=[redacted].
You are wA Toshiba America Information Systems (TAIS)
representative has been in contact with our customer. TAIS has apologized for
the inconvenience our customer has experienced. TAIS has advised our customer
for all the inconvenience we will provide a new replacement battery for his
computer and this case will be forwarded to our order desk department for them
to process our request. TAIS has advised our customer that let us know when he received
the battery, (it will take 3-5bussiness days to be delivered) we will
schedule a call to perform troubleshooting over the phone and assist him how to
install the new battery to his computer. Our customer agreed to that arrangement.
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.
This is the same story all over again. I called Service Net the first time Toshiba provided the number as response to Revdex.com. When I called,Service Net, the representative said they were more than happy to pay for the parts, but they explained that their contract between Toshiba and Service Net stipulated that Service Net will respond for the parts and Toshiba has to pay for the labor. When the rep from Service Net transferred me to a Toshiba Representative, the rep, which claim to be a manager, said they will NOT pay for the labor as my Extended Warranty was expired. When I mentioned Revdex.com, the rep immediately found my extended warranty. However, this time the rep said that my extended warranty was never activated. So, my question is how can I get my Laptop serviced or for Toshiba to refund me the price of the extended warranty as I bought the extended warranty through Toshiba Direct.
It is very unfortunately to have to against a major company, as they play all the tricks of deck in order not correct their mistakes. I just need for my Extended Warranty to cover my two usb ports that are not working.Thank Revdex.com for all that you are doing. Thank you for all your help! 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.
[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'. I did not cause damage to the unit. The standard warranty reads; "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.''Software support, fixes or replacement. Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an 'as is' basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties.'That is the extent of the verbiage under the warranty section regarding exclusions. No where in this section does it state that internal screen damage is not covered. Neither my husband nor I misused, abused or otherwise mistreated the laptop. We did not suffer a lightening strike, power surge or other act of God. The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear. The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table. We certainly did no such thing with any knowledge. We have handled this unit in a way that a reasonable person would consider normal use. Simply moving it from one location to another. Toshiba stated that it's policy that all screen damage is denied. This policy does not match with the printed warranty. This damage occurred during the valid warranty period under normal use. It should be covered under the warranty. It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault. Parts fail. For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later. If Toshiba's contention is that this is not possible, then they should update their warranty accordingly. The warranty we received with this unit does not exclude internal screen damage that occurs during normal use. ]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer on our system under the Name, Phone Number, Email Address, and Address. If our customer has any questions or concerns 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.
[Toshiba finally reached out to me directly after several months. They called me 3 times in 1 day. I did connect with them and talk to them live. Of course they still will not provide a [redacted] representative and therefore, I have to deal with the awful [redacted] based customer service once again. They did propose a couple of options for me. The first is a replacement computer. The second is a refund of the depreciated fair value of the computer which I am not agreeing to since I should not be penalized for having a lemon of a computer that they have been dragging their feet on resolving the issue at hand. I am weighing the first option depending on the specifications of the computer and hope to have this resolved within the next few days, but it is not currently resolved.]
Regards,
[redacted]
Revdex.com:
t and the gum on the bottom of your shoe.
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.
You're reading off the script again. Can't y'all say anything but "it's out of warranty." I already know that. I'm quite capable of reading and making decisions.
My case broke because you used flimsy plastic with a heavy hinge. This is not user damage.
I don't think it's asking for special treatment for someone at Toshiba to look at repair requests, etc, to see if I might have a valid point.
I barely scrape by working multiple jobs. I use this laptop to complete some of those jobs. I buy Toshibas because they're reliable. This computer is only 2 years old and is damaged by something out of my control. And y'all are treating me like the village i
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research, our customer has advised that this case will be forwarded to our order desk department to discuss the process of replacement for his T.V. Our customer agreed with that. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) has reviewed our customer complaint. After doing a research TAIS has informed our customer that we need to send back the computer to our Toshiba Engineer’s for a rework and also for them to find out if the unit is unrepairable so they can discuss for possible replacement of the computer. TAIS has provided the shipping label to our customer that she can use sending the unit to our facility without any cost. Our Engineers are just waiting for the unit to send in by our customer. At this time we consider this matter closed.
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has submitted the proof of purchased of the T.V and it shows the purchased date March 3, 2013 and every Toshiba unit has a 1year standard limited warranty and the warranty of the T.V already expired last March of 2014. The warranty only covers a 1year standard repair service. TAIS has offered our customer to go to an authorized service provider (ASP) to set up a repair and has advised that they will shoulder the repair cost due to expired warranty. At this time we consider this matter closed.
A Toshiba America Information Systems (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 can process the refund that he requested for the recovery media that he ordered to us....
However, TAIS has advised our customer that we cannot provide a refund to the store manager that according to him who paid for the hard drive of his computer, we explained to our customer that the Store and Toshiba has a different channel or process when it comes to a certain issue. Our customer informed us that the unit still has a problem. TAIS has advised that we can still process a repair for his computer with accordance to the standard limited warranty of the unit. However, our customer declined the offer. If the customer has any questions or concern they may contact at 855-674-3553.
A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will create a VIP repair and send her computer to our Toshiba Engineers to have diagnosed and fix the...
issue. 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 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.I will never again purchase another Toshiba product and I will make it known that there is lackluster support for their products.
Regards,
[redacted]
A Toshiba America Information System (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has provided option to our customer, she will bring her computer to the Authorized Service provider (ASP) and she will let us know what...
the result of the diagnostic is. TAIS has provided the information of the ASP. If the customer has any questions or concerns they may contact us at ###-###-####. 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 has been contacted by our Toshiba Acclaim Admin thru email and the resolution has been provided. Our customer has informed that a new refund was...
already processed and it will be send to his right address in Maryland. If our customer has any questions or concern they may contact our acclaim department at 888-592-0944 or email our Toshiba Acclaim Admin.
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.You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?Thank you for listening to me and I appreciate the refunded difference. I will continue to be a Toshiba customer.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer's information on our system under the Name, Phone Number, and Email Address. If the customer has any questions and concerns they may...
contact Toshiba Technical Support 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 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.
This is absolutely ridiculous. Yes, I did set up the repair in October of 2014 and the Toshiba Repair Services cannot get the parts to fix this computer. I contacted them today 1/28/2015 and they still have not received the parts. This is now going on 3 months. Toshiba America has the worst Customer Relations that I have ever seen from any company. Toshiba cannot provide parts to the Toshiba repair centers that they contract to and the American consumers are just out of luck. I demand that Toshiba refund my initial purchase of $1, 319.00 or provide me a comparable computer.It is next to impossible to contact any officer in the Corporate office and I have written two (2) letters to the Corporate office that have not been responded to. I guess my next step is either the State Attorney General or Small Clams Court..
Regards,
[redacted]
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 contact our software support department which is a fee base support for advance troubleshooting for computers. Based on our records...
the computer of our customer was already out of warranty since June of 2010. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that the Toshiba Television with Model no. 49L621U that they purchased is an exclusive Best Buy television manufactured by Toshiba and all the support and warranty is...
from Best Buy. TAIS has provided this phone number 855-527-[redacted] for the support or they may check this website http://support.toshiba.com/sscontent?docId=[redacted].
You are wA Toshiba America Information Systems (TAIS)
representative has been in contact with our customer. TAIS has apologized for
the inconvenience our customer has experienced. TAIS has advised our customer
for all the inconvenience we will provide a new replacement battery for his
computer and this case will be forwarded to our order desk department for them
to process our request. TAIS has advised our customer that let us know when he received
the battery, (it will take 3-5bussiness days to be delivered) we will
schedule a call to perform troubleshooting over the phone and assist him how to
install the new battery to his computer. Our customer agreed to that arrangement.
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.
This is the same story all over again. I called Service Net the first time Toshiba provided the number as response to Revdex.com. When I called,Service Net, the representative said they were more than happy to pay for the parts, but they explained that their contract between Toshiba and Service Net stipulated that Service Net will respond for the parts and Toshiba has to pay for the labor. When the rep from Service Net transferred me to a Toshiba Representative, the rep, which claim to be a manager, said they will NOT pay for the labor as my Extended Warranty was expired. When I mentioned Revdex.com, the rep immediately found my extended warranty. However, this time the rep said that my extended warranty was never activated. So, my question is how can I get my Laptop serviced or for Toshiba to refund me the price of the extended warranty as I bought the extended warranty through Toshiba Direct.
It is very unfortunately to have to against a major company, as they play all the tricks of deck in order not correct their mistakes. I just need for my Extended Warranty to cover my two usb ports that are not working.Thank Revdex.com for all that you are doing. Thank you for all your help! Regards,
[redacted]