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 apologized for the inconvenience our customer has experienced, Currently our Case manager is...
working with repair depot facility. Case manager will provide update to our customer they receive confirmation to repair facility.
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 was
advised that the computer needs to send to our depot repair facility for
further diagnosis....
Our customer agreed and accepted that offer. Our customer
will receive an email notification to complete the repair order. 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 am a customer with Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA 92618. I wrote them on April 25, 2016 via [redacted]. regarding my Toshiba Laptop Battery (Serial #[redacted]). When I do contact Toshiba no one ever returns my calls. How do I get reimbursed for the purchase I had to make per [redacted] Battery Recall document ID [redacted] I wrote to Toshia's Manager of Corporate Customer Relations at Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA 92618 on April 25, 2016 via FedEx 8102 3585 6946. regarding my Toshiba Laptop Battery (Serial #[redacted]) ...⇄ I received the [redacted] Battery Recall document ID [redacted] posted on January 26, 2016. I had to buy a new battery for my Toshiba Laptop (Serial #[redacted], [redacted]2) because it would not keep a charge. How do I get reimbursed for the purchase I had to make before the recall document was posted.
Regards,
[redacted]
A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research TAIS found out that our customer’s unit was
already out of warranty since last 01/01/2015. However, TAIS has provided a onetime
repair for the unit and our customer was...
advised that the repair might take a
couple of month especially if the part to be replaced is LCD panel. According
to our customer he is willing to wait even if it takes a couple of month as
long as it's free. TAIS has processed the repair order and as of now the part
that is needed to be replaced is in backorder (LCD PANEL) and the estimated
delivery would be on 06/04/2015. 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.You have not changed anything from my original complaint. Your response was just an impersonal list of policies. Of everything I listed, the company hasn't even bothered to address a SINGLE concern I put in my complaint. The problems are: 1.) You sold me 3 pieces of defective equipment. I've returned 2/3 and am unhappy with the 3rd as it has a hardware problem. 2.) You confirmed that I called tech support, which I already told you. What I wrote was that your tech support didn't send the proper information to me about shipping. They missed emailing me important information. What's more, I don't want to call them back (I've called twice already due to this error and I'm already frustrated with this whole ordeal). I can't understand the thick accents over the phone and the automated service is very frustrating. 3.) Returning said hardware will cost me shipping.4.) Even if I return hardware for repair, Toshiba has not given me trust that it will be properly fixed. You can send it back, unresolved, and the warranty will run out.5.) Sending the computer out to depot opens me up to identity theft problems (do you also outsource your depot like you do your tech support??). Regardless, I don't trust sending my computer and contents of its hard drive to strangers. It has more important and confidential information stored on it (even a factory restore cannot take away information on the hard drive) than credit cards. Would you ship your credit card to a stranger? How about your entire wallet and your bank account information?Toshiba is representing it's company poorly. You haven't shown that you stand behind your products, or care about your consumers. Toshiba hasn't even made a reasonable attempt to address any of my issues.
Regards,
[redacted]
A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research our customer was able to spoke to one of our
technical support representative last 06/02/2015 and they performed
troubleshooting to the computer and according to our records the
troubleshooting was successfully done and our customer verified that the issue
was fixed. 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 coordinated with the Customer Experience Manger of Toshiba Direct and here is their response; [redacted] placed an order on 10/4/2015 for a [redacted]...
laptop with a promotion price of $1,099.99. At the time the order was placed, the customer applied an affiliate coupon ([redacted]) to the order which provided a discount of $110.00 (coupon was 10% off orders of $600 or more). The customer was also provided with free shipping since the order was over $499.00. The final cost to the customer was $989.99. Our records indicate that the customer contacted our customer service center on 10/30/2015 because he saw a lower price for this unit online. The customer was advised that the purchase was outside of 15 days and therefore we would not approve a courtesy credit for the price drop. The customer is correct that we do not have a posted “price protection policy” because we do not offer such a protection policy. If the price should change on a product and a customer should contact us, each situation is reviewed and if deemed appropriate, a courtesy credit can be offered. However, when we look at these situations we do not consider any such request if the order is older than 15 days from the date the order invoiced and shipped. At the time the customer placed the order the promotion offered $300 off the list price or $1099.99 (this price ran from September 22 – October 26). At the time of the customers call on 10/30/2015 the instant savings was $400 off list price or $999.99 for that same model. Therefore, if the customer would have placed the order after 10/26/2015 the laptop price would have been $999.99 and his coupon code ([redacted]) would have been worth $99.99 making the final price of the unit $900.99. We are sorry that the customer feels that the policy is not fair or correct. We are also reviewing all calls the customer had with our call center and will take appropriate action if any of the calls were mishandled. As a sign of good faith and a courtesy for the customers purchase, we will refund the customer the difference of $89.00. The customer can expect to see the refund within 3-5 business days.If the customer has any questions or concern they may contact at 800-618-4444. At this time we consider this matter closed.
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 this case will be forwarded to our order desk department and advised that within 1-2 business...
days one of our representatives will call her to discuss about the replacement of her computer. 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 System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has a record in our system that she called last March of 2014 and, one of our technical support representatives performed troubleshooting to her computer Model...
Satellite L55 with the serial# [redacted] and it was done successfully. In accordance of the Standard Limited Warranty (SLW) of the computer we can send the unit to our depot repair facility if there is hardware problem to diagnose and check what would be the issue and have it fixed as long it is covered by the SLW. 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 "for the time-being" satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if the issue still persist, I will consider a full refund to be the only option.
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 connected to our Plus Care department, a fee based support who handles software issues. Our customer was able to speak with one of the...
representative and has explained the coverage and process that they have. Our representative was able to performed troubleshooting on the unit. Our representative has offered a call back to do some advance research regarding the issue of the computer. Our representative has made multiple attempts calling our customer back to continue the process of troubleshooting, however our customer is not available and did not provide any response. If the customer has any questions or concern they can still contact our Software department to continue the support at 888-933-0322.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research all refurbished/reconditioned computers from Toshiba has a 90day warranty only, like our customer’s computer with a Model Part Number: [redacted]. Our customer can visit our...
website www.warranty.toshiba.com to check the warranty of his computer. If the customer has any questions or concern they may contact our technical support department at ###-###-####. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Toshiba kept me waiting on my telephone line for one hour. After one hour when the Toshiba technician did come on line, that Toshiba technician was not properly trained; that technician was not able to solve my problem. Yet, after I hung up the phone and ended the call, within 30 minutes, my son and I were able, without adequate Toshiba directions, to solve our problem.Yes, Toshiba did apologize. I appreciated that apology, and, I accept their apology. Now, they say that they will INVESTIGATE THE PROBLEM. What they need to do is: a) Investigate, b) find the root cause of the problem and c) solve the problem of hours of delay and an inability of Toshiba technicians to effectively help customers with a relatively simple problem. When Toshiba FIXES THE PROBLEM OF LONG DELAYS, HOURS OF DELAYS, AND POOR TECHNICAL TRAINING, then, my grievance will be settled.THIS GRIEVANCE IS NOT SETTLED.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS found out that the broken hinges are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty). As stated in the Standard Limited Warranty, the warranty does not cover (repair or replacement of covers, plastics,) so that the cost of the repair is now their responsibility. TAIS found out that the warranty has expired on 07/08/2014. Seeing as the customer has exceeded the warranty period they are responsible for any repairs/ 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 this
case was forwarded to our Order Desk Department and one of the representatives
has been contacted our customer to discuss about replacement or refund of the
unit. Our customer accepted the refund check and he was advised that he will
receive that within 6-8weeks. 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 found out that our customer has been contacted by the Customer Experience Manager of Toshiba Direct and has provided an option to continue placing his order for that specific...
unit. Our customer agreed and accepted the offer. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Toshiba responded based on the BB compliant and fixed the problem. This matter is now resolved. Thank you so very much for your assistance in this matter.
[redacted]
A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research one
of our corporate representatives has been in contact with our customer and
explained that the one that she paid is for the quoted price due to physical
damaged on the unit that was not covered by the standard limited warranty of
the computer. Then our repair facility replaced the parts that were needed to
be replaced. Our customer received the unit came to our repair facility and they
reported that they are still experiencing the same issue, our representative
has advised our customer that we can send it again for rework and they processed
a VIP repair. Our customer has advised that our Toshiba Engineers who will
handle and diagnose the unit physically. The repair was completed and all the
issue was addressed, it was already delivered to our customer last 03/06/2015.
At this time we consider this matter closed.
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 computer was NOT out of warranty in April of 2014 when the hard drive crashed and the "courtesy" repair was provided because the hard drive crashed again only two months later! I should think a business would practice good customer service by admitting the problem to not be repaired if the computer fails again and again in such a short period of time. The hard drive in which it was replaced with only subsequently lasted seven months, which is unacceptable and after THREE TIMES in less than two years there is something wrong with the product or the quality of the hard drives as not ONE in three lasted a 12 months. Therefore, based on the original repair under warranty the problem should have been fixed and was not for an acceptable time period. You don't REPAIR something if it breaks again and again only after a short time. I do NOT consider the problem resolved.
Regards,
[redacted]
A
TAIS representative has made multiple attempts to contact our customer by telephone
on the following dates 01/13/2015, 01/14/2015; 01/15/2015 however, our customer
has not returned any of correspondence requests. 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 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 apologized for the inconvenience our customer has experienced, Currently our Case manager is...
working with repair depot facility. Case manager will provide update to our customer they receive confirmation to repair facility.
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 was
advised that the computer needs to send to our depot repair facility for
further diagnosis....
Our customer agreed and accepted that offer. Our customer
will receive an email notification to complete the repair order. 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 am a customer with Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA 92618. I wrote them on April 25, 2016 via [redacted]. regarding my Toshiba Laptop Battery (Serial #[redacted]). When I do contact Toshiba no one ever returns my calls. How do I get reimbursed for the purchase I had to make per [redacted] Battery Recall document ID [redacted] I wrote to Toshia's Manager of Corporate Customer Relations at Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA 92618 on April 25, 2016 via FedEx 8102 3585 6946. regarding my Toshiba Laptop Battery (Serial #[redacted]) ...⇄ I received the [redacted] Battery Recall document ID [redacted] posted on January 26, 2016. I had to buy a new battery for my Toshiba Laptop (Serial #[redacted], [redacted]2) because it would not keep a charge. How do I get reimbursed for the purchase I had to make before the recall document was posted.
Regards,
[redacted]
A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research TAIS found out that our customer’s unit was
already out of warranty since last 01/01/2015. However, TAIS has provided a onetime
repair for the unit and our customer was...
advised that the repair might take a
couple of month especially if the part to be replaced is LCD panel. According
to our customer he is willing to wait even if it takes a couple of month as
long as it's free. TAIS has processed the repair order and as of now the part
that is needed to be replaced is in backorder (LCD PANEL) and the estimated
delivery would be on 06/04/2015. 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.You have not changed anything from my original complaint. Your response was just an impersonal list of policies. Of everything I listed, the company hasn't even bothered to address a SINGLE concern I put in my complaint. The problems are: 1.) You sold me 3 pieces of defective equipment. I've returned 2/3 and am unhappy with the 3rd as it has a hardware problem. 2.) You confirmed that I called tech support, which I already told you. What I wrote was that your tech support didn't send the proper information to me about shipping. They missed emailing me important information. What's more, I don't want to call them back (I've called twice already due to this error and I'm already frustrated with this whole ordeal). I can't understand the thick accents over the phone and the automated service is very frustrating. 3.) Returning said hardware will cost me shipping.4.) Even if I return hardware for repair, Toshiba has not given me trust that it will be properly fixed. You can send it back, unresolved, and the warranty will run out.5.) Sending the computer out to depot opens me up to identity theft problems (do you also outsource your depot like you do your tech support??). Regardless, I don't trust sending my computer and contents of its hard drive to strangers. It has more important and confidential information stored on it (even a factory restore cannot take away information on the hard drive) than credit cards. Would you ship your credit card to a stranger? How about your entire wallet and your bank account information?Toshiba is representing it's company poorly. You haven't shown that you stand behind your products, or care about your consumers. Toshiba hasn't even made a reasonable attempt to address any of my issues.
Regards,
[redacted]
A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research our customer was able to spoke to one of our
technical support representative last 06/02/2015 and they performed
troubleshooting to the computer and according to our records the
troubleshooting was successfully done and our customer verified that the issue
was fixed. 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 coordinated with the Customer Experience Manger of Toshiba Direct and here is their response; [redacted] placed an order on 10/4/2015 for a [redacted]...
laptop with a promotion price of $1,099.99. At the time the order was placed, the customer applied an affiliate coupon ([redacted]) to the order which provided a discount of $110.00 (coupon was 10% off orders of $600 or more). The customer was also provided with free shipping since the order was over $499.00. The final cost to the customer was $989.99. Our records indicate that the customer contacted our customer service center on 10/30/2015 because he saw a lower price for this unit online. The customer was advised that the purchase was outside of 15 days and therefore we would not approve a courtesy credit for the price drop. The customer is correct that we do not have a posted “price protection policy” because we do not offer such a protection policy. If the price should change on a product and a customer should contact us, each situation is reviewed and if deemed appropriate, a courtesy credit can be offered. However, when we look at these situations we do not consider any such request if the order is older than 15 days from the date the order invoiced and shipped. At the time the customer placed the order the promotion offered $300 off the list price or $1099.99 (this price ran from September 22 – October 26). At the time of the customers call on 10/30/2015 the instant savings was $400 off list price or $999.99 for that same model. Therefore, if the customer would have placed the order after 10/26/2015 the laptop price would have been $999.99 and his coupon code ([redacted]) would have been worth $99.99 making the final price of the unit $900.99. We are sorry that the customer feels that the policy is not fair or correct. We are also reviewing all calls the customer had with our call center and will take appropriate action if any of the calls were mishandled. As a sign of good faith and a courtesy for the customers purchase, we will refund the customer the difference of $89.00. The customer can expect to see the refund within 3-5 business days.If the customer has any questions or concern they may contact at 800-618-4444. At this time we consider this matter closed.
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 this case will be forwarded to our order desk department and advised that within 1-2 business...
days one of our representatives will call her to discuss about the replacement of her computer. 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 System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has a record in our system that she called last March of 2014 and, one of our technical support representatives performed troubleshooting to her computer Model...
Satellite L55 with the serial# [redacted] and it was done successfully. In accordance of the Standard Limited Warranty (SLW) of the computer we can send the unit to our depot repair facility if there is hardware problem to diagnose and check what would be the issue and have it fixed as long it is covered by the SLW. 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 "for the time-being" satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if the issue still persist, I will consider a full refund to be the only option.
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 connected to our Plus Care department, a fee based support who handles software issues. Our customer was able to speak with one of the...
representative and has explained the coverage and process that they have. Our representative was able to performed troubleshooting on the unit. Our representative has offered a call back to do some advance research regarding the issue of the computer. Our representative has made multiple attempts calling our customer back to continue the process of troubleshooting, however our customer is not available and did not provide any response. If the customer has any questions or concern they can still contact our Software department to continue the support at 888-933-0322.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research all refurbished/reconditioned computers from Toshiba has a 90day warranty only, like our customer’s computer with a Model Part Number: [redacted]. Our customer can visit our...
website www.warranty.toshiba.com to check the warranty of his computer. If the customer has any questions or concern they may contact our technical support department at ###-###-####. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Toshiba kept me waiting on my telephone line for one hour. After one hour when the Toshiba technician did come on line, that Toshiba technician was not properly trained; that technician was not able to solve my problem. Yet, after I hung up the phone and ended the call, within 30 minutes, my son and I were able, without adequate Toshiba directions, to solve our problem.Yes, Toshiba did apologize. I appreciated that apology, and, I accept their apology. Now, they say that they will INVESTIGATE THE PROBLEM. What they need to do is: a) Investigate, b) find the root cause of the problem and c) solve the problem of hours of delay and an inability of Toshiba technicians to effectively help customers with a relatively simple problem. When Toshiba FIXES THE PROBLEM OF LONG DELAYS, HOURS OF DELAYS, AND POOR TECHNICAL TRAINING, then, my grievance will be settled.THIS GRIEVANCE IS NOT SETTLED.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS found out that the broken hinges are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty). As stated in the Standard Limited Warranty, the warranty does not cover (repair or replacement of covers, plastics,) so that the cost of the repair is now their responsibility. TAIS found out that the warranty has expired on 07/08/2014. Seeing as the customer has exceeded the warranty period they are responsible for any repairs/ 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 this
case was forwarded to our Order Desk Department and one of the representatives
has been contacted our customer to discuss about replacement or refund of the
unit. Our customer accepted the refund check and he was advised that he will
receive that within 6-8weeks. 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 found out that our customer has been contacted by the Customer Experience Manager of Toshiba Direct and has provided an option to continue placing his order for that specific...
unit. Our customer agreed and accepted the offer. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Toshiba responded based on the BB compliant and fixed the problem. This matter is now resolved. Thank you so very much for your assistance in this matter.
[redacted]
A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research one
of our corporate representatives has been in contact with our customer and
explained that the one that she paid is for the quoted price due to physical
damaged on the unit that was not covered by the standard limited warranty of
the computer. Then our repair facility replaced the parts that were needed to
be replaced. Our customer received the unit came to our repair facility and they
reported that they are still experiencing the same issue, our representative
has advised our customer that we can send it again for rework and they processed
a VIP repair. Our customer has advised that our Toshiba Engineers who will
handle and diagnose the unit physically. The repair was completed and all the
issue was addressed, it was already delivered to our customer last 03/06/2015.
At this time we consider this matter closed.
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 computer was NOT out of warranty in April of 2014 when the hard drive crashed and the "courtesy" repair was provided because the hard drive crashed again only two months later! I should think a business would practice good customer service by admitting the problem to not be repaired if the computer fails again and again in such a short period of time. The hard drive in which it was replaced with only subsequently lasted seven months, which is unacceptable and after THREE TIMES in less than two years there is something wrong with the product or the quality of the hard drives as not ONE in three lasted a 12 months. Therefore, based on the original repair under warranty the problem should have been fixed and was not for an acceptable time period. You don't REPAIR something if it breaks again and again only after a short time. I do NOT consider the problem resolved.
Regards,
[redacted]
A
TAIS representative has made multiple attempts to contact our customer by telephone
on the following dates 01/13/2015, 01/14/2015; 01/15/2015 however, our customer
has not returned any of correspondence requests. If the customer has any questions or concern they may contact us
at...
###-###-####, at this time we consider this matter closed.