A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 12/30/2015 in our repair facility and determined with a broken touch screen, which is out of scope of the warranty (out of scope meaning it is...
not covered under the standard limited warranty). TAIS has informed our customer regarding the issue of overheating that the CPU fan on the unit is working the problem is the sensor that causing the Cooling system message. Therefore, the laptop is not overheating. 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 manager of the store called us last 3/24/2016 and he informed us that the unit still has a hard drive issue after our customer received it from our depot repair facility. TAIS has advised them that we cannot send a hard drive for the unit, but we can send a box with a shipping label for them to send the unit to our repair facility for rework. However, our customer declined the offer. Our customer called us to inform that the store manager already paid to replace the hard drive of the unit, TAIS has advised our customer that we cannot provide or reimburse the amount that the store manager paid for the hard drive. This action that has taken is the own discretion of the store and not part of the standard limited warranty of the unit. TAIS has explained to our customer that the Store and Toshiba has a different channel or process when it comes to this certain issue. 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 reviewed our customer complaint. After doing a research our customer's warranty for their television has already expired on 04/30/13. And as per the Standard Limited Warranty our customer has a 1 year limited period. 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 apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will provided a repair to his computer and we will send the unit to our Toshiba Engineer’s...
repair facility. TAIS has advised our customer that he will receive a free box that he can use to send the computer to our repair facility. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has been contacted our customer via email. TAIS has apologized for the inconvenience that this issue has caused our customer. TAIS has advised our customer that we will continue to investigate and provide proper action putting in place to avoid this in the future. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received a phone call from Toshiba, he told me that he would like to solve my problem, I told him that I need a laptop for my job, and I request to replace a same kids of laptop. However, he said Toshiba would like to check problems on my laptop for 7-10 days. Please review my previous email, Toshiba has already checked my laptop several time but can not solve the problem. In the other words, Toshiba didn't care of customer. One more example is, Toshiba told me that I should received a shipping package within 1-2 days for [redacted], Now 4 days pass, and I never receive any shipping package from [redacted]. Something wrong about Toshiba Management, I hope top manager of CEO could read my complaint. I believe that CEO of Toshiba should know about it!
Regards,
[redacted]
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. We tried reaching our customer however, got rerouted to a Voice Mail. We will still try to reach her on the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up on us, they can reach our customer relations at 855-674-3553 to provide the best day and time for us to reach them to discuss this concern.
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, which is out of scope of the warranty (out of scope meaning...
it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility. Our customer may contact 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 location. At this time we consider this matter closed.
Business Bureau:
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]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer is already out of warranty since 08/15/2013 so that TAIS are unable to authorize a repair and specially a replacement. Our customer can contact...
Toshiba Repair Services at ###-###-#### to set up a repair for the computer which is out of warranty. 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 did not even read the complaint I have listed here on Revdex.com. In my complain I specifically stated that I tried to reach out to Toshiba when I had issues multiple times when it was still in warranty through toshibas [redacted] site because that is where I bought it. Due to Toshibas [redacted] site not getting back with me about this issue it was out of warranty. When I call your repair service number it is through a 3rd party company not associated with Toshiba asking me to pay a couple hundred dollars just for them to look at it which is more than I paid for the product. So, first my tablet was having issues due to manufacturing problems and then it became out of warranty to be fixed because Toshiba themselves did not get back to me on fixing it. Conveniently by the time they did it was no long in warranty. Now I just getting automated responses because Toshiba clearly did not read my original complaint. I can assure you I will not buy any Toshiba product again due to its manufacturing and the companies horrible customer service.
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 speak with one of our case managers and has explained that refund is not the option in accordance to the standard limited warranty. Our representative has offered to send the unit to our VIP repair facility to have the fixed and to be evaluated by our engineers. However our customer declined the offer. What Will Toshiba Do? If the Product fails to work as warranted,
Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty.
Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.
TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.
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 laptop has no additional software loaded on it. I brought up the system exactly the way I have purchased it. [redacted] remoted in and verified there are no software issues. Any software that is on this computer was placed there by Toshiba. It is very disappointing that Toshiba's only interest is in selling Support plans for computers that are still covered under factory warranty.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After 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 issue....
Our customer will be receiving to his email a return
shipping label that he can use sending the unit to our engineer’s repair
facility. Our customer will keep updated for any results of the diagnosis. At
this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 03/17/2015, 03/18/2015; 03/20/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern...
they may contact our acclaim 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 have determined that this proposed action would not resolve my complaint. Details regarding this are as follows:
I was informed by their customer service representative that I would receive a full refund of the purchased price for the broken item they sent me. They have not done that.
They are refusing to honor their word, and charging me for the shipping for a broken item -- which is outright unreasonable.
My purchase was made with my credit card, to ToshibaDirect. The money SquareTrade was responsible for refunding me, they already have. The rest is ToshibaDirect's responsibility.
Throughout these communications, they have been unsympathetic, as well as unwilling to honor their word in this matter. Considering that uncaring approach to the already unacceptable circumstance of being sent a broken item, I don't believe that it will be possible to reach a reasonable resolution with them.
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.
they did not address my concern about their having cancelled the warranty after repairing my other toshiba laptop.
Regards,
[redacted]
A Toshiba America Informations Systems (TAIS) represetative has reviewed our customer's complaint. After doing a research TAIS cannot find any records on our system using our customer’s information (Name, Phone #, Address, and Email Address). If our customer can provide any referrence number or the...
serial number of the unit they may contact our technical support department at 800-457-7777.
A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer’s complaint. After doing research TAIS has determined that the
customer’s issue is a software related issue. TAIS found that the customer is
entitled for hardware repair however for any third party related software
issues, this should be handled by our +Care department (software department).
The issues our customer is experiencing (software updates) were due to third
party applications that can be fixed by the department mentioned which is a fee
based support. This is beyond the coverage of the standard limited warranty. Our
customer may contact +Care department at ###-###-####. At this time we consider
this matter closed.
A
Toshiba America Information System (TAIS) representative has reviewed our
customer’s complaint. After 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.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on 12/30/2015 in our repair facility and determined with a broken touch screen, which is out of scope of the warranty (out of scope meaning it is...
not covered under the standard limited warranty). TAIS has informed our customer regarding the issue of overheating that the CPU fan on the unit is working the problem is the sensor that causing the Cooling system message. Therefore, the laptop is not overheating. 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 manager of the store called us last 3/24/2016 and he informed us that the unit still has a hard drive issue after our customer received it from our depot repair facility. TAIS has advised them that we cannot send a hard drive for the unit, but we can send a box with a shipping label for them to send the unit to our repair facility for rework. However, our customer declined the offer. Our customer called us to inform that the store manager already paid to replace the hard drive of the unit, TAIS has advised our customer that we cannot provide or reimburse the amount that the store manager paid for the hard drive. This action that has taken is the own discretion of the store and not part of the standard limited warranty of the unit. TAIS has explained to our customer that the Store and Toshiba has a different channel or process when it comes to this certain issue. 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 reviewed our customer complaint. After doing a research our customer's warranty for their television has already expired on 04/30/13. And as per the Standard Limited Warranty our customer has a 1 year limited period. 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 apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will provided a repair to his computer and we will send the unit to our Toshiba Engineer’s...
repair facility. TAIS has advised our customer that he will receive a free box that he can use to send the computer to our repair facility. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has been contacted our customer via email. TAIS has apologized for the inconvenience that this issue has caused our customer. TAIS has advised our customer that we will continue to investigate and provide proper action putting in place to avoid this in the future. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received a phone call from Toshiba, he told me that he would like to solve my problem, I told him that I need a laptop for my job, and I request to replace a same kids of laptop. However, he said Toshiba would like to check problems on my laptop for 7-10 days. Please review my previous email, Toshiba has already checked my laptop several time but can not solve the problem. In the other words, Toshiba didn't care of customer. One more example is, Toshiba told me that I should received a shipping package within 1-2 days for [redacted], Now 4 days pass, and I never receive any shipping package from [redacted]. Something wrong about Toshiba Management, I hope top manager of CEO could read my complaint. I believe that CEO of Toshiba should know about it!
Regards,
[redacted]
A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. We tried reaching our customer however, got rerouted to a Voice Mail. We will still try to reach her on the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up on us, they can reach our customer relations at 855-674-3553 to provide the best day and time for us to reach them to discuss this concern.
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, which is out of scope of the warranty (out of scope meaning...
it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility. Our customer may contact 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 location. At this time we consider this matter closed.
Better...
Business Bureau:
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]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer is already out of warranty since 08/15/2013 so that TAIS are unable to authorize a repair and specially a replacement. Our customer can contact...
Toshiba Repair Services at ###-###-#### to set up a repair for the computer which is out of warranty. 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 did not even read the complaint I have listed here on Revdex.com. In my complain I specifically stated that I tried to reach out to Toshiba when I had issues multiple times when it was still in warranty through toshibas [redacted] site because that is where I bought it. Due to Toshibas [redacted] site not getting back with me about this issue it was out of warranty. When I call your repair service number it is through a 3rd party company not associated with Toshiba asking me to pay a couple hundred dollars just for them to look at it which is more than I paid for the product. So, first my tablet was having issues due to manufacturing problems and then it became out of warranty to be fixed because Toshiba themselves did not get back to me on fixing it. Conveniently by the time they did it was no long in warranty. Now I just getting automated responses because Toshiba clearly did not read my original complaint. I can assure you I will not buy any Toshiba product again due to its manufacturing and the companies horrible customer service.
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 speak with one of our case managers and has explained that refund is not the option in accordance to the standard limited warranty. Our representative has offered to send the unit to our VIP repair facility to have the fixed and to be evaluated by our engineers. However our customer declined the offer. What Will Toshiba Do? If the Product fails to work as warranted,
Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty.
Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.
TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.
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 laptop has no additional software loaded on it. I brought up the system exactly the way I have purchased it. [redacted] remoted in and verified there are no software issues. Any software that is on this computer was placed there by Toshiba. It is very disappointing that Toshiba's only interest is in selling Support plans for computers that are still covered under factory warranty.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After 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 issue....
Our customer will be receiving to his email a return
shipping label that he can use sending the unit to our engineer’s repair
facility. Our customer will keep updated for any results of the diagnosis. At
this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 03/17/2015, 03/18/2015; 03/20/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern...
they may contact our acclaim 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 have determined that this proposed action would not resolve my complaint. Details regarding this are as follows:
I was informed by their customer service representative that I would receive a full refund of the purchased price for the broken item they sent me. They have not done that.
They are refusing to honor their word, and charging me for the shipping for a broken item -- which is outright unreasonable.
My purchase was made with my credit card, to ToshibaDirect. The money SquareTrade was responsible for refunding me, they already have. The rest is ToshibaDirect's responsibility.
Throughout these communications, they have been unsympathetic, as well as unwilling to honor their word in this matter. Considering that uncaring approach to the already unacceptable circumstance of being sent a broken item, I don't believe that it will be possible to reach a reasonable resolution with them.
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.
they did not address my concern about their having cancelled the warranty after repairing my other toshiba laptop.
Regards,
[redacted]
A Toshiba America Informations Systems (TAIS) represetative has reviewed our customer's complaint. After doing a research TAIS cannot find any records on our system using our customer’s information (Name, Phone #, Address, and Email Address). If our customer can provide any referrence number or the...
serial number of the unit they may contact our technical support department at 800-457-7777.
A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer’s complaint. After doing research TAIS has determined that the
customer’s issue is a software related issue. TAIS found that the customer is
entitled for hardware repair however for any third party related software
issues, this should be handled by our +Care department (software department).
The issues our customer is experiencing (software updates) were due to third
party applications that can be fixed by the department mentioned which is a fee
based support. This is beyond the coverage of the standard limited warranty. Our
customer may contact +Care department at ###-###-####. At this time we consider
this matter closed.
A
Toshiba America Information System (TAIS) representative has reviewed our
customer’s complaint. After 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.