A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS was able to update the Estimated Ship Date with our customer from time to time. TAIS found out that there was an unforeseen component shortage and this was the reason why the date continued to push back. Our customer requested for a cancellation for the order due to the continuous change of the Estimated Ship Date and the order was cancelled as per requested. Accessories were already shipped to the customer and was advised that we could provide RMA if they wish to return those items. Our customer wasn't charged as well since they requested for a cancellation for the order. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can process a VIP repair by sending his computer to our Toshiba Engineers. TAIS will send a free box that our customer can use sending the computer going to our Engineer’s facility. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321.
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 offered to send the
unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to
our customer...
that they can use to send the unit going to our Engineer’s repair
facility. Our customer agreed to the offer. 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 complaint. TAIS has informed our customer that the warranty states that "TOSHIBA IS NOT RESPONSIBLE FOR DAMAGE TO, LOSS OR COMPROMISE OF ANY PROGRAMS OR DATA." Our customer can file a claim to the website...
acclaim.toshiba.com to have a replacement of the external hard drive. Also, our customer is responsible for the cost of retrieving the files from the non-working external hard drive. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The device was purchased at [redacted] in October 2017. Best buy just shipped the device back to the service center again for repair, the service order number is [redacted]. Because the device is under repair, I do not have the serial number because they have it currently. I would love it if they would just keep the non-working computer and send me one that actually works.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS)
representative has been in contact with our customer. TAIS has informed our
customer that we have reviewed his complaint and after doing a research we
found out that his computer was repaired by our [redacted] repair facility and it is
in-transit going...
to his location under FedEx tracking number [redacted] and
estimated delivery (Tues 04/21/2105 by 4:30pm). TAIS has advised our customer
that gives us a call in case he will receive the unit with any issues or
problem. Our customer agreed to 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 reviewed our customer complaint. After doing a research our
customer was able to speak to one of our case managers and has advised that the
computer need to send to our depot repair facility to diagnose the unit...
physically.
However our customer declined that option. Our representatives explained the
coverage of the standard limited warranty of the computer and the entitlements
sending it to our depot repair facility to have it repaired. 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.
According to Toshiba I am...
responsible for any repairs and or technical assistance. However, I cannot repair this issue on my own since the company used a proprietary, secret algorithm to lock the BIOS password recovery down in an attempt to force customers to pay Toshiba or its authorized representatives expensive prices for assistance. Even if this computer was still under warranty, I'm sure that they would find a reason to NOT assist me without charge (I've had family members have problems with Toshiba, but I digress). All I want is a diagram of which jumpers/solder points to jump or a response code to the challenge code so that I can unlock the BIOS.
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 manager and was advised that the issue of the unit is out of scope which means it is not covered by the Standard Limited Warranty of the unit. The Toshiba Warranty stated;What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim. Our customer was referred to Toshiba Repair Services that they may contact at 800-438-3910. 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
I do not accept the case being closed due to the fact that I was srnt to the first authorized dealer and the tv was never fix and was sent to another one there was never a crack accidentally or not in that case toshiba should have sent a onsite person out in the beginning the second tech came out and and now I am being punisher for something that I never called in to have service on my tv under warranty or not I followed the rules of toshiba and now they are giving me the run around there was never a cracked they are obly goibg by what the second tech is telling them I have initially had two authorized people check it need a better resolution or I am going to the news with 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 one of our Software support representative last 10/12/2015
and our representative has offered to perform troubleshooting over the phone
and to have an access to the computer of our customer however they declined the
offer. Our customer mentioned he will bring the computer to his son. In this case our
representative from Software support department was not able to manage or access the
computer of our customer. If the
customer has any questions or concern they may contact at 888-933-0322. At this
time we consider this matter closed.
[redacted],While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ([redacted]) to accept the only available option. Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.Thank you[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.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS did not see any records of our customer. If our customer has concerns with the Battery Recall Program, and to check their eligibility for a Battery replacement, they...
may visit this website: go.toshiba.com/battery or they can call 866-224-1346 for further assistance.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing our research TAIS found out that the Television 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.
as of today12/06/2014 Toshiba has not returned but one call and I do not trust them to keep their word so I will be calling their corporate office everyday until they give me a solution. thanks for your help Revdex.com of San Diego and the case is not closed.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research all Toshiba warranty information is stated on our website and our customer may visit that at warranty.toshiba.com.
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 talk to one of our tech support and case manager and agreed to send in and waive the shipping fee to repair the unit due to "NO POWER" issue with order number TP-10615296 and our customer was quoted for the repair due to out of scope issue (Damage LCD cover & Bottom Case) last 05/03/16, this issue is not covered by Toshiba's Standard limited warranty. Our customer paid for the quoted amount, depot continued the process of repair, completed and unit was delivered last 5/09/2016. The unit was shipped back to our repair depot last 06/10/16 with order number TP-10621299 due to unit is keep shutting down and dots appearing on the top right corner of the screen which was not diagnosed nor reported by the customer on the first repair. Also, Damage on the screen is not covered by the standard limited warranty. The last repair was completed and delivered to our customer last Thu 6/16/2016 5:51 pm. Our depot has a 30 day repair back guarantee. ...⇄ repair that was done on the unit was out of scope repair due to damage and its considered as out of warranty repair.In accordance to the Standard Limited Warranty of the unit. Toshiba Warranty states on page 2; What Does this Warranty Not Cover? Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance. Our customer may contact Toshiba Repair Services at 408-582-0045.
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.I was first told on 7/20/15 that a refund would be "released" that afternoon; no refund as of 8/11/15. I was contacted on 8/7/15 that I will receive a refund. I am waiting for refund. If I do not receive it by next billing cycle, I will file a follow-up complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I again am basing my response based on my 20+ years of experience in the Computer industry and as someone who has worked with Toshiba laptops for many years as well as computers/laptops from other manufactures and as such am offering my response not only as a consumer/client of Toshiba but also as to what the normal standard is within the industry based on past experience I have had with companies like **, [redacted], and [redacted].
I received a phone call from Toshiba Escalation Team on Friday December 19, 2014. at about 4:13. I was not able to take the call as I was driving between Tracy CA and Anaheim CA. They left me a voiemail to return their call at ###-###-#### at my earliest convenience which would have been Tuesday December 23, 2014. The person who made this call was "[redacted]", who we had previously mentioned was part of the issue and that we did not want to ever have to deal with her again, even the receptionist that I spoke with last time I called Toshiba made a note of this in what she sent to the Escalation Team. In horning this request, "[redacted]" was the one that called me last from Toshiba back in November, over a month ago and who still has not followed up with me. [redacted] actually stated that she had taken my case back over, this made me happy. [redacted] had me try different things which did not resolve the issue I was having but I was able to find additional things that validated my theory in regards to the Touchpad. After this [redacted] told me that she needed to talk with others to find a resolution that was acceptable to me as well as Toshiba as we had done everything she was able to do. I guess Toshiba does not honor the requests of their clients either as to not deal with someone that they consider rude and condescending as again it was "[redacted]" who contacted me. I was unable to return her call as I was busy and Monday and it was not a convenient time for me to talk with anyone from Toshiba. [redacted] called me on Monday afternoon at 3:15, this was not a convenient time for me but I also did not want to appear uncooperative to Toshiba. Again she started in to her entire thing that this unit must be sent into them for their people to evaluate. I again reemphasized that every single time it has been sent into one of their facilities or the facility of their agent that it has been returned to me in worst condition then when it was sent into them. As this computer/laptop has been damaged each time by Toshiba or their agent that it would be their responsibility to replace the laptop and not to repair it and send it back to me yet again. [redacted] told me that it was up to the Corporate people as to if they would repair it and return it to me or if they would replace it. My question I guess is if "Corporate" are the only ones that can make this decision, why have 3 Toshiba employees told me that we needed to do this? I told her I do not have an issue with this unit being sent into their "Corporate Office" for them to evaluate but I do have an issue with them ever returning this unit to me. If Toshiba wants they can repair the unit and then sale it as a refurbished unit, which it now is, but they must replace the unit with a brand new unit as that is what I purchased and paid for and not a refurbished unit, which this laptop now is.It seems that [redacted] is getting what she wants and again trying to just "repair" the unit. I told her that I never want to see this unit being returned to me at my home/office but they need to expedite a replacement of the unit or refund all of the money that I have spend on it. The Model/Part No. of this unit is "P70-A" with a Serial No. "[redacted]"I told [redacted] that although I was agreeing to send the unit to Toshiba, once again, that I WAS NOT going to accept this as a resolution to this complaint. I told her that I would respond again to the Revdex.com and state that this issue is not resolved and what was proposed to me again remains as much unacceptable to me as the last time I spoke to [redacted] and prior to initiating this complaint. I told her that as I am concerned they, Toshiba, have done nothing to resolve this complaint and that it must remain open and unresolved. I told her that at this time, as I have not been able to use this Laptop for the purpose I purchased it for and the computer should have been designed to work and in reality it is costing me money as I cannot use it as I should be able to, and that each time it has been sent off it has been returned further damaged, that at this point the only acceptable resolution is one of the following:That they can refund everything I spent on the unit, including extras that was being purchased along with the Laptop in full in the form of a Cashier's Check or Money Order.That they can:Replace the unitStart the warranty along with everything that I purchased with it when I receive the unit over again with the new date that I receive the new unit.I have also used my resources and reached out to Synaptcis to find out if what I previously had been told by "[redacted]" at Toshiba who was told this by [redacted] about having to touch the actual bar of the Touchpad to obtain the correct click was true or not. I did this because I felt that what I was being tol was incorrect and that those stating this were not correct in what they were saying. I also did this to see if I had a case to continue to pursue this as a faulty piece of equipment or not. The response that I received back was 100% in line with what I was saying that the bar divides the actual buttons from the Touchpad. THey told me that you can use the entire surface to move the mouse but when you press down on the areas under the bars you should obtain that click no matter where you press under that bar. I further asked about being able to press on the right side of the Touchpad where the "Scroll Area" is if that should provide the right click. Here again they said that it should only provide the "Scroll" so why was I able to produce the right click in that area while on the phone with "[redacted]" if there is nothing wrong with the Touchpad.I want to reiterate that I have not accepted what "[redacted]", Toshiba, said was the only resolution as this resolution is not acceptable to me at this time or any time moving forward. I purchased a Laptop from Toshiba under the fact that it should have worked when I opened the box from China. It did not and therefore it needed to be repaired by Toshiba. That since it has been returned to me damaged, the last time even with pictures, that it is now going to be a refurbed laptop and I should not be stuck with it as I purchased a "new' laptop not a "refurbished" one. I have lost time and money because of Toshiba and that the only acceptable resolution is the one that I have stated above. There are others, who I have influence over, needing a laptop and because of how Toshiba has treated me and not fulfilled what I have been told by three different Toshiba employes, replacing the laptop, that I honestly am not considering using Toshiba ever again, unless they quickly resolve this issue to my satisfaction, but perhaps [redacted] instead.This has gone on way to long, as we are going into the 9th month. I have been promised over and over that we should look at changing it out for a different unit (3 different Toshiba employees have stated this to me) but when it comes right down to it they change their tune. It has been sent in each time for my primary complaint, now validated by the manufacture of the Touchpad, along with other times to address the damaged caused by Toshiba or its agents. It seems that Toshiba does not care to honor the facts that they have broken this unit each time it has been sent in, one time they did absolutely nothing to repair the unit only returning it further damaged to me, it has been sent in multiple times for the exact same complaint, I have not been able to use it for the purpose and within the design of the Laptop. I have done business with other computer manufactures in the past and at this point they would not even be questioning replacing this unit as they have yet to be able to resolve the primary and original complaint now being sent in 3 different times without any resolution, to me this is a very unreasonable request on the part of Toshiba and they should just do what I was promised back in May 2014 and replace it.I was told by "[redacted]" that someone from the Corporate Offices would be contacting me next, but I am not counting on this as nobody from Toshiba has reached out to me since I brought my issue to their attention, I have always had to reach out to Toshiba. I should not have had to be the one troubleshooting this unit and providing them information as to what had been broken or the findings I was finding as a human using the Touchpad, this should have been done by Toshiba and something I requested that they do from the first time they had me send it in to [redacted]. None of this has been right since back in April.I hope, despite the holidays, that Toshiba will make this a High Priority and have a resolution that is acceptable to me in place before the end of this calendar year for tax purposes!I am returning it to Toshiba in the original box and along with the original equipment that I have received from China with the unit. I have also rolled the OS back to out of the box condition, so they can begin where I began. Again I do not want to see this unit again! As I also cannot trust that the Escalation Department is going to pass on my frustrations to "their" people I will include a note as to what my issues have been in the box as I send it off this time. I hope that Toshiba will do the right thing and that we can resolve this complaint with the Revdex.com.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS was able to update the Estimated Ship Date with our customer from time to time. TAIS found out that there was an unforeseen component shortage and this was the reason why the date continued to push back. Our customer requested for a cancellation for the order due to the continuous change of the Estimated Ship Date and the order was cancelled as per requested. Accessories were already shipped to the customer and was advised that we could provide RMA if they wish to return those items. Our customer wasn't charged as well since they requested for a cancellation for the order. At this time we consider this matter closed.
A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can process a VIP repair by sending his computer to our Toshiba Engineers. TAIS will send a free box that our customer can use sending the computer going to our Engineer’s facility. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321.
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 offered to send the
unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to
our customer...
that they can use to send the unit going to our Engineer’s repair
facility. Our customer agreed to the offer. 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 complaint. TAIS has informed our customer that the warranty states that "TOSHIBA IS NOT RESPONSIBLE FOR DAMAGE TO, LOSS OR COMPROMISE OF ANY PROGRAMS OR DATA." Our customer can file a claim to the website...
acclaim.toshiba.com to have a replacement of the external hard drive. Also, our customer is responsible for the cost of retrieving the files from the non-working external hard drive. At this time we consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The device was purchased at [redacted] in October 2017. Best buy just shipped the device back to the service center again for repair, the service order number is [redacted]. Because the device is under repair, I do not have the serial number because they have it currently. I would love it if they would just keep the non-working computer and send me one that actually works.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS)
representative has been in contact with our customer. TAIS has informed our
customer that we have reviewed his complaint and after doing a research we
found out that his computer was repaired by our [redacted] repair facility and it is
in-transit going...
to his location under FedEx tracking number [redacted] and
estimated delivery (Tues 04/21/2105 by 4:30pm). TAIS has advised our customer
that gives us a call in case he will receive the unit with any issues or
problem. Our customer agreed to 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 reviewed our customer complaint. After doing a research our
customer was able to speak to one of our case managers and has advised that the
computer need to send to our depot repair facility to diagnose the unit...
physically.
However our customer declined that option. Our representatives explained the
coverage of the standard limited warranty of the computer and the entitlements
sending it to our depot repair facility to have it repaired. 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.
According to Toshiba I am...
responsible for any repairs and or technical assistance. However, I cannot repair this issue on my own since the company used a proprietary, secret algorithm to lock the BIOS password recovery down in an attempt to force customers to pay Toshiba or its authorized representatives expensive prices for assistance. Even if this computer was still under warranty, I'm sure that they would find a reason to NOT assist me without charge (I've had family members have problems with Toshiba, but I digress). All I want is a diagram of which jumpers/solder points to jump or a response code to the challenge code so that I can unlock the BIOS.
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 manager and was advised that the issue of the unit is out of scope which means it is not covered by the Standard Limited Warranty of the unit. The Toshiba Warranty stated;What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim. Our customer was referred to Toshiba Repair Services that they may contact at 800-438-3910. 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
I do not accept the case being closed due to the fact that I was srnt to the first authorized dealer and the tv was never fix and was sent to another one there was never a crack accidentally or not in that case toshiba should have sent a onsite person out in the beginning the second tech came out and and now I am being punisher for something that I never called in to have service on my tv under warranty or not I followed the rules of toshiba and now they are giving me the run around there was never a cracked they are obly goibg by what the second tech is telling them I have initially had two authorized people check it need a better resolution or I am going to the news with 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 one of our Software support representative last 10/12/2015
and our representative has offered to perform troubleshooting over the phone
and to have an access to the computer of our customer however they declined the
offer. Our customer mentioned he will bring the computer to his son. In this case our
representative from Software support department was not able to manage or access the
computer of our customer. If the
customer has any questions or concern they may contact at 888-933-0322. At this
time we consider this matter closed.
[redacted],While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ([redacted]) to accept the only available option. Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.Thank you[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.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS did not see any records of our customer. If our customer has concerns with the Battery Recall Program, and to check their eligibility for a Battery replacement, they...
may visit this website: go.toshiba.com/battery or they can call 866-224-1346 for further assistance.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing our research TAIS found out that the Television 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.
as of today12/06/2014 Toshiba has not returned but one call and I do not trust them to keep their word so I will be calling their corporate office everyday until they give me a solution. thanks for your help Revdex.com of San Diego and the case is not closed.
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research all Toshiba warranty information is stated on our website and our customer may visit that at warranty.toshiba.com.
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 talk to one of our tech support and case manager and agreed to send in and waive the shipping fee to repair the unit due to "NO POWER" issue with order number TP-10615296 and our customer was quoted for the repair due to out of scope issue (Damage LCD cover & Bottom Case) last 05/03/16, this issue is not covered by Toshiba's Standard limited warranty. Our customer paid for the quoted amount, depot continued the process of repair, completed and unit was delivered last 5/09/2016. The unit was shipped back to our repair depot last 06/10/16 with order number TP-10621299 due to unit is keep shutting down and dots appearing on the top right corner of the screen which was not diagnosed nor reported by the customer on the first repair. Also, Damage on the screen is not covered by the standard limited warranty. The last repair was completed and delivered to our customer last Thu 6/16/2016 5:51 pm. Our depot has a 30 day repair back guarantee. ...⇄ repair that was done on the unit was out of scope repair due to damage and its considered as out of warranty repair.In accordance to the Standard Limited Warranty of the unit. Toshiba Warranty states on page 2; What Does this Warranty Not Cover? Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance. Our customer may contact Toshiba Repair Services at 408-582-0045.
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.I was first told on 7/20/15 that a refund would be "released" that afternoon; no refund as of 8/11/15. I was contacted on 8/7/15 that I will receive a refund. I am waiting for refund. If I do not receive it by next billing cycle, I will file a follow-up complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I again am basing my response based on my 20+ years of experience in the Computer industry and as someone who has worked with Toshiba laptops for many years as well as computers/laptops from other manufactures and as such am offering my response not only as a consumer/client of Toshiba but also as to what the normal standard is within the industry based on past experience I have had with companies like **, [redacted], and [redacted].
I received a phone call from Toshiba Escalation Team on Friday December 19, 2014. at about 4:13. I was not able to take the call as I was driving between Tracy CA and Anaheim CA. They left me a voiemail to return their call at ###-###-#### at my earliest convenience which would have been Tuesday December 23, 2014. The person who made this call was "[redacted]", who we had previously mentioned was part of the issue and that we did not want to ever have to deal with her again, even the receptionist that I spoke with last time I called Toshiba made a note of this in what she sent to the Escalation Team. In horning this request, "[redacted]" was the one that called me last from Toshiba back in November, over a month ago and who still has not followed up with me. [redacted] actually stated that she had taken my case back over, this made me happy. [redacted] had me try different things which did not resolve the issue I was having but I was able to find additional things that validated my theory in regards to the Touchpad. After this [redacted] told me that she needed to talk with others to find a resolution that was acceptable to me as well as Toshiba as we had done everything she was able to do. I guess Toshiba does not honor the requests of their clients either as to not deal with someone that they consider rude and condescending as again it was "[redacted]" who contacted me. I was unable to return her call as I was busy and Monday and it was not a convenient time for me to talk with anyone from Toshiba. [redacted] called me on Monday afternoon at 3:15, this was not a convenient time for me but I also did not want to appear uncooperative to Toshiba. Again she started in to her entire thing that this unit must be sent into them for their people to evaluate. I again reemphasized that every single time it has been sent into one of their facilities or the facility of their agent that it has been returned to me in worst condition then when it was sent into them. As this computer/laptop has been damaged each time by Toshiba or their agent that it would be their responsibility to replace the laptop and not to repair it and send it back to me yet again. [redacted] told me that it was up to the Corporate people as to if they would repair it and return it to me or if they would replace it. My question I guess is if "Corporate" are the only ones that can make this decision, why have 3 Toshiba employees told me that we needed to do this? I told her I do not have an issue with this unit being sent into their "Corporate Office" for them to evaluate but I do have an issue with them ever returning this unit to me. If Toshiba wants they can repair the unit and then sale it as a refurbished unit, which it now is, but they must replace the unit with a brand new unit as that is what I purchased and paid for and not a refurbished unit, which this laptop now is.It seems that [redacted] is getting what she wants and again trying to just "repair" the unit. I told her that I never want to see this unit being returned to me at my home/office but they need to expedite a replacement of the unit or refund all of the money that I have spend on it. The Model/Part No. of this unit is "P70-A" with a Serial No. "[redacted]"I told [redacted] that although I was agreeing to send the unit to Toshiba, once again, that I WAS NOT going to accept this as a resolution to this complaint. I told her that I would respond again to the Revdex.com and state that this issue is not resolved and what was proposed to me again remains as much unacceptable to me as the last time I spoke to [redacted] and prior to initiating this complaint. I told her that as I am concerned they, Toshiba, have done nothing to resolve this complaint and that it must remain open and unresolved. I told her that at this time, as I have not been able to use this Laptop for the purpose I purchased it for and the computer should have been designed to work and in reality it is costing me money as I cannot use it as I should be able to, and that each time it has been sent off it has been returned further damaged, that at this point the only acceptable resolution is one of the following:That they can refund everything I spent on the unit, including extras that was being purchased along with the Laptop in full in the form of a Cashier's Check or Money Order.That they can:Replace the unitStart the warranty along with everything that I purchased with it when I receive the unit over again with the new date that I receive the new unit.I have also used my resources and reached out to Synaptcis to find out if what I previously had been told by "[redacted]" at Toshiba who was told this by [redacted] about having to touch the actual bar of the Touchpad to obtain the correct click was true or not. I did this because I felt that what I was being tol was incorrect and that those stating this were not correct in what they were saying. I also did this to see if I had a case to continue to pursue this as a faulty piece of equipment or not. The response that I received back was 100% in line with what I was saying that the bar divides the actual buttons from the Touchpad. THey told me that you can use the entire surface to move the mouse but when you press down on the areas under the bars you should obtain that click no matter where you press under that bar. I further asked about being able to press on the right side of the Touchpad where the "Scroll Area" is if that should provide the right click. Here again they said that it should only provide the "Scroll" so why was I able to produce the right click in that area while on the phone with "[redacted]" if there is nothing wrong with the Touchpad.I want to reiterate that I have not accepted what "[redacted]", Toshiba, said was the only resolution as this resolution is not acceptable to me at this time or any time moving forward. I purchased a Laptop from Toshiba under the fact that it should have worked when I opened the box from China. It did not and therefore it needed to be repaired by Toshiba. That since it has been returned to me damaged, the last time even with pictures, that it is now going to be a refurbed laptop and I should not be stuck with it as I purchased a "new' laptop not a "refurbished" one. I have lost time and money because of Toshiba and that the only acceptable resolution is the one that I have stated above. There are others, who I have influence over, needing a laptop and because of how Toshiba has treated me and not fulfilled what I have been told by three different Toshiba employes, replacing the laptop, that I honestly am not considering using Toshiba ever again, unless they quickly resolve this issue to my satisfaction, but perhaps [redacted] instead.This has gone on way to long, as we are going into the 9th month. I have been promised over and over that we should look at changing it out for a different unit (3 different Toshiba employees have stated this to me) but when it comes right down to it they change their tune. It has been sent in each time for my primary complaint, now validated by the manufacture of the Touchpad, along with other times to address the damaged caused by Toshiba or its agents. It seems that Toshiba does not care to honor the facts that they have broken this unit each time it has been sent in, one time they did absolutely nothing to repair the unit only returning it further damaged to me, it has been sent in multiple times for the exact same complaint, I have not been able to use it for the purpose and within the design of the Laptop. I have done business with other computer manufactures in the past and at this point they would not even be questioning replacing this unit as they have yet to be able to resolve the primary and original complaint now being sent in 3 different times without any resolution, to me this is a very unreasonable request on the part of Toshiba and they should just do what I was promised back in May 2014 and replace it.I was told by "[redacted]" that someone from the Corporate Offices would be contacting me next, but I am not counting on this as nobody from Toshiba has reached out to me since I brought my issue to their attention, I have always had to reach out to Toshiba. I should not have had to be the one troubleshooting this unit and providing them information as to what had been broken or the findings I was finding as a human using the Touchpad, this should have been done by Toshiba and something I requested that they do from the first time they had me send it in to [redacted]. None of this has been right since back in April.I hope, despite the holidays, that Toshiba will make this a High Priority and have a resolution that is acceptable to me in place before the end of this calendar year for tax purposes!I am returning it to Toshiba in the original box and along with the original equipment that I have received from China with the unit. I have also rolled the OS back to out of the box condition, so they can begin where I began. Again I do not want to see this unit again! As I also cannot trust that the Escalation Department is going to pass on my frustrations to "their" people I will include a note as to what my issues have been in the box as I send it off this time. I hope that Toshiba will do the right thing and that we can resolve this complaint with the Revdex.com.
Regards,
[redacted]