A Toshiba America Information Systems ([redacted]) representative has reviewed our customer's complaint. After doing a research [redacted] found out that our customer was able to speak with one of the case managers and was advised that his computer needs to send-in to [redacted] repair facility to have...
it properly diagnose and repair with the engineers.In accordance to the Standard Limited Warranty refund or replacement is not the option, [redacted] has explained that the unit should be diagnose physically by our technicians in our repair facility. The standard Limited Warranty Stated: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.Our customer may visit our website at warranty.toshiba.com for warranty the details.Tell us why here...
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund was processed and currently we are just waiting for the amount to be release and send to the address that was provided by our Revdex.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 Warranties apply to normal products, NOT defective products. Based on what I have reported that the over heating issue was from day one and not being informed of a recall of certain batteries, how is Toshiba sure that my batch was also defective?Is Toshiba not concerned about a possible safety issue? Are they not interested in getting my defective battery and test it in their lab to be sure more are not affected beyond the recall? I have offered to send it to you Toshiba for verification. At this point I would rather buy a [redacted] computer than invest into another Toshiba battery if safety is not of any importance to Toshiba
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Thank you for your help in resolving this.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015 and last 10/27/2015 the partial refund was already completed. If our customer has any question or concern they may contact customer relations at 855-674-3553. At this time we consider this matter closed.
10/16/2014
Dear RevDex.com:
I, [redacted] have reviewed the response made by Toshiba, in reference to complaint ID
[redacted].
I have reviewed the response made by Toshiba,
in reference to complaint ID [redacted] and determined this proposed action would
not resolve my complaint. For your reference, details of the offer I reviewed
appear below.
[The proposed
action would not resolve my complaint for the following reasons:
1.
For a second
time in two days, in the messages Toshiba filed with the Revdex.com during
this period, Toshiba failed to include the key point their representative, [redacted] the Toshiba’s
Revdex.com Coordinator, approved yesterday to resolve my
complaint.
2.
He approved this point during our only
conversation, when he called my cell phone yesterday afternoon, Oct. 15th,
2014 at 4:22 pm EST. Twice now in 24 hours in their letters to the Revdex.com on this
matter, Toshiba has left out the most essential component coming out of this call
with their representative. [redacted] stated,”
there was no fee to be paid on my part, for any
computer repairs/evaluation/replacement”. [redacted] also offered free overnight shipping, with resolution complete within 7 to 10 business days, since as
he said, “You have been 2 months waiting without your computer and the return didn’t
happen because [redacted], the Toshiba Case Manager previously handling my computer
not working, ‘had processed it incorrectly, but he wanted to move on from that”,
he said. When I asked for his extension
or direct line, he said,” he was the only one at their office that could handle
it, no one else could approve anything on it.”
In my earlier
response the evening of 10/15/14, I pointed out the key piece of information,
along with several others was missing from Toshiba’s first letter. This was why I could not agree to resolve my
complaint (please see below). Even after my request to make it clear there would be no charge to me, Toshiba is
unable to do this in their first or second letter, making me very uncomfortable
with this process and their company, especially based on my earlier experience
with it. Toshiba only writes
in the second letter, “our Toshiba engineer who’s the one working with the
Toshiba VIP repair who will evaluate the computer of our customer. TAIS has advised our customer that it will
also evaluated for replacement however if the issue of the computer is
repairable the computer will be sent back to our customer repaired and the
process will take 7-10 business days.”
First Message from Toshiba 10/15/2014
5:16:49 PM after phone call with [redacted], Toshiba’s Revdex.com Coordinator 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 her a free box so her computer will be
sent to our Toshiba engineers to diagnose what is the cause of the issue and
have it fixed. Our customer agreed to
that offer. If our customer has any questions
or concern
they may contact us at ###-###-####. At
this time we consider this matter closed.]
[Because the both issue and my complaint continues, I ask the following the resolve my
complaint:
1. 1. Toshiba will use overnight shipping both back
and forth to expedite this process, with all steps in the process (repairs, evaluation,
replacement with a new computer if needed, being fully resolved by 5:00 pm on
10/29/2014. All shipping costs will be at
no cost to the customer, [redacted].
2. Toshiba will repair any and all issues, if possible, with the current computer. These will be complete by 10/29/2014 and the repaired
computer will be received by [redacted] by 10/29/2014 by 5:00 PM EST. Any and all repairs, parts, labor,
evaluation, shipping, replacement and any and all incidental costs/charges,
both anticipated/unanticipated and/or charges not here listed are the complete responsibility
of Toshiba. [redacted] is not responsible
in any manner for any repairs, parts, labor, any evaluations, replacement, shipping,
any and all incidental costs/charges, both anticipated and unanticipated and/or
costs or and/charges not here listed. No refurbished parts and/or accessories of
any kind are allowed to repair the current computer under these terms. All repairs, including parts and labor will be
submitted to [redacted] and the Revdex.com website before completion, outlined in full
in a work repair slip.
2. 3. If repairs are not deemed possible or if they
are deemed to cost over $350 in labor and/or parts as outlined in full in a work
repair slip, submitted to the Revdex.com website and [redacted], a new replacement computer
as outlined will be issued at no cost to [redacted]. No refurbished computers, parts and/or
accessories of any kind are allowed under these terms. This new replacement will be received by
[redacted], no later than 11/3/2014 at 12:00 EST. This new replacement will be a new computer of
[redacted]'s choice, including all its parts and accessories, not to exceed a $1,000.00
total retail cost plus overnight shipping.
[redacted] will not be responsible for paying any of the cost of this computer
and/or any and all its parts and/or accessories. All of these will be shipped to her overnight,
with receipt by no later than Monday, 11/3/2014, all at no cost to [redacted]. This new computer, any and all its parts and
accessories will be guaranteed to free of any and all defects, for a period of
one year from the date of delivery to [redacted]. Any and all needed repairs, parts, labor,
shipping and other charges or costs during this one year period will be at no
cost to [redacted] and paid for by Toshiba with no refurbished parts permitted.
4. Toshiba will complete all repairs and all
evaluation for replacement by 10/29/2014 by 5:00 pm.
5. Toshiba agrees to complete all
repairs at no cost to the customer, [redacted], any and all needed future repairs
if needed, to the current computer, for one year from today’s date, 10/16/2014.
6. If by 5:00 pm EST on
Wednesday, 10/29/2014, [redacted] is not in possession of her fully repaired computer with all its fully repaired parts/accessories and this same repaired computer with all its fully repaired arts/accessories
is not fully functioning to [redacted]’s satisfaction, and if requested to the
satisfaction of a neutral third party, as determined by the Revdex.com, by no later
than Monday, 11/3/2014 at 12:00 pm, Toshiba agrees to replace this current computer
and all its parts/accessories, with a new computer of [redacted]'s choice, including
all its parts and accessories, not to exceed a $1,200.00 total retail cost plus
overnight shipping. No refurbished
computers, parts and/or accessories are allowed under these terms. All of
these will be shipped to her overnight, no later than 11/3/2014 with morning
delivery that day, at no cost to her. This
new computer, any and all its parts and accessories will be guaranteed to free
of any and all defects, for a period of one year from the date of delivery to
[redacted]. Any and all needed repairs,
parts, labor, shipping and other charges or costs during this one year period
will be at no cost to [redacted] and paid for by Toshiba with no refurbished
parts permitted.]
I have spent
a great deal of my time and energy trying to resolve this matter with Toshiba
and look forward to its resolution.
Sincerely,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customers unit is already out of warranty since 03/05/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any/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 advised our customer that we can send her computer to our Toshiba Engineers Repair Facility for them to check and diagnose the unit. Our customer agreed to that. If the customer has any...
questions or concern they may contact as 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.
I would rather not close this item until the computer is fixed. At this point, Toshiba has just started the proper dialogue but nothing has been corrected yet.
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.
Thank you for forwarding my complaint to Toshiba. It is apparent that the company does not wish to deal with this issue in a just manner, and it "considers the matter closed." In fact, in its response, Toshiba does not even correctly identify the problems I described when I sent in the laptop for repair. I never mentioned anything about "locking up / hangs." The problem was intermediate sudden crashes and occasional failures to boot up. Given Toshiba's bizarre response, it comes as no surprise that an employee at their repair depot acknowledges that they often fail to repair customers' computers the first time around. I'm glad that I have that admission documented. Obviously I am quite disappointed with Toshiba and will be sure to warn friends and colleagues against purchasing their products. Thanks again for your assistance.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has been in contact with ourcustomer. TAIS has apologized for the inconvenience our customer hasexperienced. TAIS has informed our customer that we can process a repair forhis both computer under the Standard Limited Warranty of the unit....
TAIS processeda repair and advised our customer that he will received a box that he can useto send his computer to our Toshiba Engineers facility. Our customer agreed tothat. Advised our customer if he has any questions or concern they may contactus at 949-461-4321. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer mentioned about the 33 recalled computers that was came from a not official statement or document from our website and stating on that review our customer’s computer is not included because they have the Toshiba model Satellite L645D not the Satellite M645 that has been recalled according on that review. In accordance of the Standard Limited Warranty (SLW) seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period. The computer Satellite C55 Model # [redacted] did not find any defects or part defects based on the standards of the unit. The problem acquire outside the Standard Limited Warranty and in accordance of the warranty 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.
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.
Hi Jackie, I cannot find a way to update my complaint and no longer have any of the emails that let me click on a link. I only have the copy of the complaint that I saved to an external drive. Live chat directed me to you. I have been trying to negotiate with Toshiba for the last 3 weeks and they finally called me 2 weeks ago with a computer that was equal to the one that disappeared at their Repair Depot. Prior to this they were offering substandard models or $663 dollars as a prorated amount towards my $1000 computer. I checked and could not buy my model, new, or used, on the internet for this amount, or a model that was even close in specifications. I realized I had to take a replacement if I wanted an equal computer. I was assured that any replacement model sent to me would be “new” but considered “refurbished” due to the open box. I also asked where this computer would be coming from, as I did not want to end up with a unit from the Repair Depot in Jefferson, IN, which had made my original unit disappear and used nefarious methods to add my serial # to another unit to try and fool me. After the sketchy tactics employed on the repaired unit sent back to me, I was very concerned about the integrity and safety of any unit coming out of that facility. I had to think of my privacy when using the unit. Can you blame me? The first model they offered only had ½ the storage capacity of my original model, but better graphics. However, when I attempted to find reviews on the model, internet information was limited to 3 websites, all in Russian. No reviews were available, I couldn’t find it ever being sold anywhere, and they had already informed me that they this unit would only be under warranty for 30 days (60 was offered when I pushed). It is worth noting that my original computer still had 6 months left on its manufacturer warranty, so this was suspicious. The 2nd computer they offered retailed for about $330 brand new, half the memory, no full HD screen, as my original computer. I said I had to let it rest for a week, as I was going away and asked Lovely to see if there were any other units available for replacement. Finally, on May 17th, Lovely (cust rep), called me and said they had the exact model as my original computer and would I accept this unit. Of course, I did, as long as it was not used. I explained that I was out of town and would deal when I returned. A shipping label was sent to me for the “repaired unit” I had in my custody as it had to sent back before they would send me this unit. So..today I received the unit and it looks used and I think you can guess where it was sent from. There is even a minor scratch on the case and the back stickers state clearly “FACTORY RECONDITION, Notice: This Toshiba Computer product has been reconditioned, and, although not new, is warranted by Toshiba America Information Systems, Inc, under Limited Warranty, excluding any blemishes.” Also, another sticker on the back “ READ THESE NOTICES CAREFULLY. IF YOU DO NOT ACCEPT THESE CONDITIONS, RETURN THE UNOPENED PACKAGE AND ALL OTHER ITEM INCLUDED WITH THE COMPONENT TO THE PLACE OF PURCHASE AND YOUR MONEY WILL BE REFUNDED…”, etc. I called Lovely but I was told she was not available. Sila assured me that they would warranty this item for 3 months and I needed to use it and see if it worked before I should decide to send it right back. I am not happy but really need my computer. I sent the other unit back last Tuesday and need to get work done and emails read after being away and then not having a computer. Please add this to my complaint as this was definitely NOT a satisfactory resolution and I am not happy about how this was handled. My hands are tied if I want a decent computer to use. I sent Toshiba a beautifully running computer with the exception of a malfunctioning Full HD display and received back a gutted computer, with a totally erased hard drive, standard LCD display and half the memory. I am shocked that such a large company would treat a customer so poorly. I have lost hours of my life and if my original computer had not been so expensive I would have just bought another one, but definitely not a Toshiba. Please let me know if this closes my complaint or if we can keep it open until I have determined if this computer is acceptable. Thanks,[redacted]
A
Toshiba America Information System (TAIS) representative has reviewed our
customer 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 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. 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.
The reason I made this complaint is because Toshiba is at fault due to the poor quality material they used to make the case and the lack of product testing to protect it's consumer. Actually, my taking the time to report this problem will aid in the product testing, which has failed, but this should have been done prior to selling it to consumers. Regardless of warranty does not change the fact that Toshiba is at fault of this particular problem and should make right this problem for every consumer asking. I don't consider this a warranty issue as it is not just a sporadic event with the product, but instead a defect in the manufacturing so it should be considered a recall for this particular problem. I have seen enough that I feel they should be apologizing to the consumer and not only fixing the problem, but being sympathic for all the grief it has caused. But I am not asking for anything more than just them fixing my case properly, even though it has been a great burden on me. Thank you for your time and attention.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of the representatives from our Order Desk department has been contacted our customer and has informed about the porcess of the replacement. Our representative already send the specification of the replacement unit. At this time we consider this matter closed.
A Toshiba America Information Systems ([redacted]) representative has reviewed our customer's complaint. After doing a research [redacted] found out that our customer was able to speak with one of the case managers and was advised that his computer needs to send-in to [redacted] repair facility to have...
it properly diagnose and repair with the engineers.In accordance to the Standard Limited Warranty refund or replacement is not the option, [redacted] has explained that the unit should be diagnose physically by our technicians in our repair facility. The standard Limited Warranty Stated: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.Our customer may visit our website at warranty.toshiba.com for warranty the details.Tell us why here...
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund was processed and currently we are just waiting for the amount to be release and send to the address that was provided by our Revdex.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 Warranties apply to normal products, NOT defective products. Based on what I have reported that the over heating issue was from day one and not being informed of a recall of certain batteries, how is Toshiba sure that my batch was also defective?Is Toshiba not concerned about a possible safety issue? Are they not interested in getting my defective battery and test it in their lab to be sure more are not affected beyond the recall? I have offered to send it to you Toshiba for verification. At this point I would rather buy a [redacted] computer than invest into another Toshiba battery if safety is not of any importance to Toshiba
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Thank you for your help in resolving this.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015 and last 10/27/2015 the partial refund was already completed. If our customer has any question or concern they may contact customer relations at 855-674-3553. At this time we consider this matter closed.
10/16/2014
Dear RevDex.com:
I, [redacted] have reviewed the response made by Toshiba, in reference to complaint ID
[redacted].
I have reviewed the response made by Toshiba,
in reference to complaint ID [redacted] and determined this proposed action would
not resolve my complaint. For your reference, details of the offer I reviewed
appear below.
[The proposed
action would not resolve my complaint for the following reasons:
1.
For a second
time in two days, in the messages Toshiba filed with the Revdex.com during
this period, Toshiba failed to include the key point their representative, [redacted] the Toshiba’s
Revdex.com Coordinator, approved yesterday to resolve my
complaint.
2.
He approved this point during our only
conversation, when he called my cell phone yesterday afternoon, Oct. 15th,
2014 at 4:22 pm EST. Twice now in 24 hours in their letters to the Revdex.com on this
matter, Toshiba has left out the most essential component coming out of this call
with their representative. [redacted] stated,”
there was no fee to be paid on my part, for any
computer repairs/evaluation/replacement”. [redacted] also offered free overnight shipping, with resolution complete within 7 to 10 business days, since as
he said, “You have been 2 months waiting without your computer and the return didn’t
happen because [redacted], the Toshiba Case Manager previously handling my computer
not working, ‘had processed it incorrectly, but he wanted to move on from that”,
he said. When I asked for his extension
or direct line, he said,” he was the only one at their office that could handle
it, no one else could approve anything on it.”
In my earlier
response the evening of 10/15/14, I pointed out the key piece of information,
along with several others was missing from Toshiba’s first letter. This was why I could not agree to resolve my
complaint (please see below). Even after my request to make it clear there would be no charge to me, Toshiba is
unable to do this in their first or second letter, making me very uncomfortable
with this process and their company, especially based on my earlier experience
with it. Toshiba only writes
in the second letter, “our Toshiba engineer who’s the one working with the
Toshiba VIP repair who will evaluate the computer of our customer. TAIS has advised our customer that it will
also evaluated for replacement however if the issue of the computer is
repairable the computer will be sent back to our customer repaired and the
process will take 7-10 business days.”
First Message from Toshiba 10/15/2014
5:16:49 PM after phone call with [redacted], Toshiba’s Revdex.com Coordinator 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 her a free box so her computer will be
sent to our Toshiba engineers to diagnose what is the cause of the issue and
have it fixed. Our customer agreed to
that offer. If our customer has any questions
or concern
they may contact us at ###-###-####. At
this time we consider this matter closed.]
[Because the both issue and my complaint continues, I ask the following the resolve my
complaint:
1. 1. Toshiba will use overnight shipping both back
and forth to expedite this process, with all steps in the process (repairs, evaluation,
replacement with a new computer if needed, being fully resolved by 5:00 pm on
10/29/2014. All shipping costs will be at
no cost to the customer, [redacted].
2. Toshiba will repair any and all issues, if possible, with the current computer. These will be complete by 10/29/2014 and the repaired
computer will be received by [redacted] by 10/29/2014 by 5:00 PM EST. Any and all repairs, parts, labor,
evaluation, shipping, replacement and any and all incidental costs/charges,
both anticipated/unanticipated and/or charges not here listed are the complete responsibility
of Toshiba. [redacted] is not responsible
in any manner for any repairs, parts, labor, any evaluations, replacement, shipping,
any and all incidental costs/charges, both anticipated and unanticipated and/or
costs or and/charges not here listed. No refurbished parts and/or accessories of
any kind are allowed to repair the current computer under these terms. All repairs, including parts and labor will be
submitted to [redacted] and the Revdex.com website before completion, outlined in full
in a work repair slip.
2. 3. If repairs are not deemed possible or if they
are deemed to cost over $350 in labor and/or parts as outlined in full in a work
repair slip, submitted to the Revdex.com website and [redacted], a new replacement computer
as outlined will be issued at no cost to [redacted]. No refurbished computers, parts and/or
accessories of any kind are allowed under these terms. This new replacement will be received by
[redacted], no later than 11/3/2014 at 12:00 EST. This new replacement will be a new computer of
[redacted]'s choice, including all its parts and accessories, not to exceed a $1,000.00
total retail cost plus overnight shipping.
[redacted] will not be responsible for paying any of the cost of this computer
and/or any and all its parts and/or accessories. All of these will be shipped to her overnight,
with receipt by no later than Monday, 11/3/2014, all at no cost to [redacted]. This new computer, any and all its parts and
accessories will be guaranteed to free of any and all defects, for a period of
one year from the date of delivery to [redacted]. Any and all needed repairs, parts, labor,
shipping and other charges or costs during this one year period will be at no
cost to [redacted] and paid for by Toshiba with no refurbished parts permitted.
4. Toshiba will complete all repairs and all
evaluation for replacement by 10/29/2014 by 5:00 pm.
5. Toshiba agrees to complete all
repairs at no cost to the customer, [redacted], any and all needed future repairs
if needed, to the current computer, for one year from today’s date, 10/16/2014.
6. If by 5:00 pm EST on
Wednesday, 10/29/2014, [redacted] is not in possession of her fully repaired computer with all its fully repaired parts/accessories and this same repaired computer with all its fully repaired arts/accessories
is not fully functioning to [redacted]’s satisfaction, and if requested to the
satisfaction of a neutral third party, as determined by the Revdex.com, by no later
than Monday, 11/3/2014 at 12:00 pm, Toshiba agrees to replace this current computer
and all its parts/accessories, with a new computer of [redacted]'s choice, including
all its parts and accessories, not to exceed a $1,200.00 total retail cost plus
overnight shipping. No refurbished
computers, parts and/or accessories are allowed under these terms. All of
these will be shipped to her overnight, no later than 11/3/2014 with morning
delivery that day, at no cost to her. This
new computer, any and all its parts and accessories will be guaranteed to free
of any and all defects, for a period of one year from the date of delivery to
[redacted]. Any and all needed repairs,
parts, labor, shipping and other charges or costs during this one year period
will be at no cost to [redacted] and paid for by Toshiba with no refurbished
parts permitted.]
I have spent
a great deal of my time and energy trying to resolve this matter with Toshiba
and look forward to its resolution.
Sincerely,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customers unit is already out of warranty since 03/05/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any/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 advised our customer that we can send her computer to our Toshiba Engineers Repair Facility for them to check and diagnose the unit. Our customer agreed to that. If the customer has any...
questions or concern they may contact as 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.
I would rather not close this item until the computer is fixed. At this point, Toshiba has just started the proper dialogue but nothing has been corrected yet.
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.
Thank you for forwarding my complaint to Toshiba. It is apparent that the company does not wish to deal with this issue in a just manner, and it "considers the matter closed." In fact, in its response, Toshiba does not even correctly identify the problems I described when I sent in the laptop for repair. I never mentioned anything about "locking up / hangs." The problem was intermediate sudden crashes and occasional failures to boot up. Given Toshiba's bizarre response, it comes as no surprise that an employee at their repair depot acknowledges that they often fail to repair customers' computers the first time around. I'm glad that I have that admission documented. Obviously I am quite disappointed with Toshiba and will be sure to warn friends and colleagues against purchasing their products. Thanks again for your assistance.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has been in contact with ourcustomer. TAIS has apologized for the inconvenience our customer hasexperienced. TAIS has informed our customer that we can process a repair forhis both computer under the Standard Limited Warranty of the unit....
TAIS processeda repair and advised our customer that he will received a box that he can useto send his computer to our Toshiba Engineers facility. Our customer agreed tothat. Advised our customer if he has any questions or concern they may contactus at 949-461-4321. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer mentioned about the 33 recalled computers that was came from a not official statement or document from our website and stating on that review our customer’s computer is not included because they have the Toshiba model Satellite L645D not the Satellite M645 that has been recalled according on that review. In accordance of the Standard Limited Warranty (SLW) seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period. The computer Satellite C55 Model # [redacted] did not find any defects or part defects based on the standards of the unit. The problem acquire outside the Standard Limited Warranty and in accordance of the warranty 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.
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.
Hi Jackie, I cannot find a way to update my complaint and no longer have any of the emails that let me click on a link. I only have the copy of the complaint that I saved to an external drive. Live chat directed me to you. I have been trying to negotiate with Toshiba for the last 3 weeks and they finally called me 2 weeks ago with a computer that was equal to the one that disappeared at their Repair Depot. Prior to this they were offering substandard models or $663 dollars as a prorated amount towards my $1000 computer. I checked and could not buy my model, new, or used, on the internet for this amount, or a model that was even close in specifications. I realized I had to take a replacement if I wanted an equal computer. I was assured that any replacement model sent to me would be “new” but considered “refurbished” due to the open box. I also asked where this computer would be coming from, as I did not want to end up with a unit from the Repair Depot in Jefferson, IN, which had made my original unit disappear and used nefarious methods to add my serial # to another unit to try and fool me. After the sketchy tactics employed on the repaired unit sent back to me, I was very concerned about the integrity and safety of any unit coming out of that facility. I had to think of my privacy when using the unit. Can you blame me? The first model they offered only had ½ the storage capacity of my original model, but better graphics. However, when I attempted to find reviews on the model, internet information was limited to 3 websites, all in Russian. No reviews were available, I couldn’t find it ever being sold anywhere, and they had already informed me that they this unit would only be under warranty for 30 days (60 was offered when I pushed). It is worth noting that my original computer still had 6 months left on its manufacturer warranty, so this was suspicious. The 2nd computer they offered retailed for about $330 brand new, half the memory, no full HD screen, as my original computer. I said I had to let it rest for a week, as I was going away and asked Lovely to see if there were any other units available for replacement. Finally, on May 17th, Lovely (cust rep), called me and said they had the exact model as my original computer and would I accept this unit. Of course, I did, as long as it was not used. I explained that I was out of town and would deal when I returned. A shipping label was sent to me for the “repaired unit” I had in my custody as it had to sent back before they would send me this unit. So..today I received the unit and it looks used and I think you can guess where it was sent from. There is even a minor scratch on the case and the back stickers state clearly “FACTORY RECONDITION, Notice: This Toshiba Computer product has been reconditioned, and, although not new, is warranted by Toshiba America Information Systems, Inc, under Limited Warranty, excluding any blemishes.” Also, another sticker on the back “ READ THESE NOTICES CAREFULLY. IF YOU DO NOT ACCEPT THESE CONDITIONS, RETURN THE UNOPENED PACKAGE AND ALL OTHER ITEM INCLUDED WITH THE COMPONENT TO THE PLACE OF PURCHASE AND YOUR MONEY WILL BE REFUNDED…”, etc. I called Lovely but I was told she was not available. Sila assured me that they would warranty this item for 3 months and I needed to use it and see if it worked before I should decide to send it right back. I am not happy but really need my computer. I sent the other unit back last Tuesday and need to get work done and emails read after being away and then not having a computer. Please add this to my complaint as this was definitely NOT a satisfactory resolution and I am not happy about how this was handled. My hands are tied if I want a decent computer to use. I sent Toshiba a beautifully running computer with the exception of a malfunctioning Full HD display and received back a gutted computer, with a totally erased hard drive, standard LCD display and half the memory. I am shocked that such a large company would treat a customer so poorly. I have lost hours of my life and if my original computer had not been so expensive I would have just bought another one, but definitely not a Toshiba. Please let me know if this closes my complaint or if we can keep it open until I have determined if this computer is acceptable. Thanks,[redacted]
A
Toshiba America Information System (TAIS) representative has reviewed our
customer 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 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. 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.
The reason I made this complaint is because Toshiba is at fault due to the poor quality material they used to make the case and the lack of product testing to protect it's consumer. Actually, my taking the time to report this problem will aid in the product testing, which has failed, but this should have been done prior to selling it to consumers. Regardless of warranty does not change the fact that Toshiba is at fault of this particular problem and should make right this problem for every consumer asking. I don't consider this a warranty issue as it is not just a sporadic event with the product, but instead a defect in the manufacturing so it should be considered a recall for this particular problem. I have seen enough that I feel they should be apologizing to the consumer and not only fixing the problem, but being sympathic for all the grief it has caused. But I am not asking for anything more than just them fixing my case properly, even though it has been a great burden on me. Thank you for your time and attention.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of the representatives from our Order Desk department has been contacted our customer and has informed about the porcess of the replacement. Our representative already send the specification of the replacement unit. At this time we consider this matter closed.