A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). If our customer has any question or...
concerns they may contact our Technical Support Department. 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 any inconvenience that our customer has experienced. TAIS has advised our customer that we will forward the case to our Order Desk Department to process a replacement. Our customer will receive a call within 1-2 business days from one of the Order Desk representative to discuss the process of the replacement. TAIS has advised our customer that if they have any questions or concern they may contact us 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 TAIS cannot find any records of our customer neither the serial number of the unit on our system under our customer’s information. Our customer may contact our Technical...
Support department at ###-###-#### for further assistance of the unit’s issue/s. 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 one of our case managers has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests....
If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. 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.In Toshibas response lies the crux of the problem that originated the complaint. Specifically, Toshiba requests "“BEFORE RETURNING ANY PRODUCT FOR SERVICE: IF APPLICABLE, BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATION". The issue is that Toshiba personnel very specifically counseled me to enter a password for the external hard drive without telling me that the data would now be irretrievable from any other system. Furthermore, when they then recommended that I remove the password, I can no longer access the data from any computer!, Thus, their admonition to "remove confidential, proprietary or personal information" cannot be done and this is the focus of my original complaintRegards,[redacted]
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 Systems (TAIS) representative has reviewed our
customer's complaint. After doing a research TAIS found out that our customer
was able to speak with our order desk representative last 11/16/2015 and they
have offered a prorated refund to our customer based on value of the unit
however our customer declined the offer. Since our customer declined the offer
TAIS has processed a VIP repair sending the unit to our engineer's repair facility
and awaiting for parts. The repair order was created last 11/18/2015; currently
the unit is still with our engineer's facility under repair. If our customer
has any questions or concern they may contact us 1-800-457-7777. 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, our
customer spoke with one of our case managers and was advised that the computer
needs to be sent to our depot repair facility to diagnose the unit physically
and have it fixed in accordance to the standard limited warranty of the unit. TAIS has informed
our customer that a replacement is not an option and every Toshiba unit comes with
a Standard Limited Warranty, any issues or problems that will happen to the
unit as long as it is covered by the warranty it will be repaired. 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 has been contacted by one of our corporate representatives and has offered to send the computer to our Toshiba Engineers for a VIP repair. Our customer agreed to that...
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. 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 TAIS found out that our customer has contacted by our corporate and discussed about the evaluation on the unit/system. According to our repair facility the damaged showed no sign...
at all of melting, fire and smoke after the diagnostic was done. Our corporate representative explained that there was a quoted price for the repair due to this damaged because it is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). At this time we consider this matter closed.
After doing a research it shows on our record that the unit was sent to our repair facility four times and the last two repair was made last July and August 2016, which is beyond to the standard limited warranty of the computer, because the warranty was already expired last June 26 2016. The last two repair was sent to our engineer's facility which they confirmed that the only problem of the unit is the battery so that is why the computer keeps on shutting down. However due to the back ordered part (battery) the repair was delayed and one of reason was the new federal guidelines for battery shipments. Our customer has contacted by one of our corporate representative last 9/13/2016 and explained [redacted] has offered to send the unit back and once the battery is available [redacted] will send one to him plus adding 6 months warranty for the computer. However our customer said that he will only accept the offer with his conditions. Our customer was contacted by one of the corporate representative last 9/14/2016 and has advised that the said offer was already final. However, our customer declined the offer. This resolution that was provided is based on the Standard Limited Warranty of Toshiba.
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.
We have received ZERO attempts by Toshiba to contact us to resolve our matter as detailed in the Revdex.com complaint. We have received no emails, no telephone calls, and no mailings. I am sure this is a common response for them to back out of responsible business dealings when a complaint has been filed. I am disgusted. There is no resolution at this point.]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by two of our Corporate representatives and was offered to send the laptop to Tristar for further diagnosis and our customer has agreed to that...
offer. Our customer was informed by two of our repair facilities that they did not find any issue on the battery and Tristar explained to our customer that the touchpad is working on how it was manufactured and therefore they did not find any trouble with that. Corporate representative also provided our customer a manual that can instruct on how to use the functionality of the touchpad. 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 latest message is just a reiteration of my original 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.
A company would damage its reputation with limitless bad word-of-mouth all for the sake of emailing a customer a link??!! Seriously?! I'm astounded. Needless to say, I will NEVER purchase another Toshiba product and I will make it my business to let anyone within the reach of my internet know that their company is NOT worth their money as they make no effort whatsoever to support their products.
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 issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited 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.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties.
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 have bee satisfied with the proposed resolution had it actually come to fruition. However, based on my experience with Toshiba, I knew that I needed to wait until the process completed before deciding how to respond here. I had no faith in their response before seeing it actually occur. Now I have the recovery media that I had to purchase (and was told would be refunded for, but haven't been) and followed the instructions provided but have nothing to show for it. My laptop that should be recovered by now, has had a black screen for hours. I followed the instructions provided to the letter (not that they were very detailed at all) but the process did not occur according to the directions I was given. I was told to follow on-screen prompts for example, but there never were any. I have no faith whatsoever that Toshiba would not close this complaint without actually resolving anything. I would prefer to keep it open until CONFIRMING that the proposed resolution becomes an actual one.
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.
Regards,
[redacted]
I still have the same problem. Toshiba has not resolved the problem after numerous attempts. The third party browser was on the computer when it was purchased so it should be compatible with THEIR computer. ANY browser I use the same problem happens. I have tried to get this fixed since August 2 and at that time my software was still under warranty and I should never have been charged. I would like my money back plus a new computer since they can not fix this one. They acted like used car salesmen trying to get me to purchase their services including a new virus protection stating that the one I have does not fully protect my computer....even thought its the virus protection that came with the computer and also their is virus protection built in the version on windows that came with the computer. This is totally unsatisfactory. It took the so called "corporate escalation staff 3 weeks to return my phone call. After the first week I called every day and they still took 3 weeks. NO THE PROBLEM IS NOT RESOLVED. if they do not give my money back and a new computer I will start a campaign for all my friends, family, former co workers and purchasing manager at different fortune 500 companies I have worked with and had a position that I was involved in selecting computers and contracts.
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 shipping and handling cost should be covered by Toshiba. I must request that.
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’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: [redacted]). If our customer has any question or...
concerns they may contact our Technical Support Department. 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 any inconvenience that our customer has experienced. TAIS has advised our customer that we will forward the case to our Order Desk Department to process a replacement. Our customer will receive a call within 1-2 business days from one of the Order Desk representative to discuss the process of the replacement. TAIS has advised our customer that if they have any questions or concern they may contact us 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 TAIS cannot find any records of our customer neither the serial number of the unit on our system under our customer’s information. Our customer may contact our Technical...
Support department at ###-###-#### for further assistance of the unit’s issue/s. 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 one of our case managers has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests....
If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. 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.In Toshibas response lies the crux of the problem that originated the complaint. Specifically, Toshiba requests "“BEFORE RETURNING ANY PRODUCT FOR SERVICE: IF APPLICABLE, BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATION". The issue is that Toshiba personnel very specifically counseled me to enter a password for the external hard drive without telling me that the data would now be irretrievable from any other system. Furthermore, when they then recommended that I remove the password, I can no longer access the data from any computer!, Thus, their admonition to "remove confidential, proprietary or personal information" cannot be done and this is the focus of my original complaintRegards,[redacted]
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 Systems (TAIS) representative has reviewed our
customer's complaint. After doing a research TAIS found out that our customer
was able to speak with our order desk representative last 11/16/2015 and they
have offered a prorated refund to our customer based on value of the unit
however our customer declined the offer. Since our customer declined the offer
TAIS has processed a VIP repair sending the unit to our engineer's repair facility
and awaiting for parts. The repair order was created last 11/18/2015; currently
the unit is still with our engineer's facility under repair. If our customer
has any questions or concern they may contact us 1-800-457-7777. 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, our
customer spoke with one of our case managers and was advised that the computer
needs to be sent to our depot repair facility to diagnose the unit physically
and have it fixed in accordance to the standard limited warranty of the unit. TAIS has informed
our customer that a replacement is not an option and every Toshiba unit comes with
a Standard Limited Warranty, any issues or problems that will happen to the
unit as long as it is covered by the warranty it will be repaired. 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 has been contacted by one of our corporate representatives and has offered to send the computer to our Toshiba Engineers for a VIP repair. Our customer agreed to that...
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. 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 TAIS found out that our customer has contacted by our corporate and discussed about the evaluation on the unit/system. According to our repair facility the damaged showed no sign...
at all of melting, fire and smoke after the diagnostic was done. Our corporate representative explained that there was a quoted price for the repair due to this damaged because it is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). At this time we consider this matter closed.
After doing a research it shows on our record that the unit was sent to our repair facility four times and the last two repair was made last July and August 2016, which is beyond to the standard limited warranty of the computer, because the warranty was already expired last June 26 2016. The last two repair was sent to our engineer's facility which they confirmed that the only problem of the unit is the battery so that is why the computer keeps on shutting down. However due to the back ordered part (battery) the repair was delayed and one of reason was the new federal guidelines for battery shipments. Our customer has contacted by one of our corporate representative last 9/13/2016 and explained [redacted] has offered to send the unit back and once the battery is available [redacted] will send one to him plus adding 6 months warranty for the computer. However our customer said that he will only accept the offer with his conditions. Our customer was contacted by one of the corporate representative last 9/14/2016 and has advised that the said offer was already final. However, our customer declined the offer. This resolution that was provided is based on the Standard Limited Warranty of Toshiba.
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.
We have received ZERO attempts by Toshiba to contact us to resolve our matter as detailed in the Revdex.com complaint. We have received no emails, no telephone calls, and no mailings. I am sure this is a common response for them to back out of responsible business dealings when a complaint has been filed. I am disgusted. There is no resolution at this point.]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by two of our Corporate representatives and was offered to send the laptop to Tristar for further diagnosis and our customer has agreed to that...
offer. Our customer was informed by two of our repair facilities that they did not find any issue on the battery and Tristar explained to our customer that the touchpad is working on how it was manufactured and therefore they did not find any trouble with that. Corporate representative also provided our customer a manual that can instruct on how to use the functionality of the touchpad. 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 latest message is just a reiteration of my original 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.
A company would damage its reputation with limitless bad word-of-mouth all for the sake of emailing a customer a link??!! Seriously?! I'm astounded. Needless to say, I will NEVER purchase another Toshiba product and I will make it my business to let anyone within the reach of my internet know that their company is NOT worth their money as they make no effort whatsoever to support their products.
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 issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited 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.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties.
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 have bee satisfied with the proposed resolution had it actually come to fruition. However, based on my experience with Toshiba, I knew that I needed to wait until the process completed before deciding how to respond here. I had no faith in their response before seeing it actually occur. Now I have the recovery media that I had to purchase (and was told would be refunded for, but haven't been) and followed the instructions provided but have nothing to show for it. My laptop that should be recovered by now, has had a black screen for hours. I followed the instructions provided to the letter (not that they were very detailed at all) but the process did not occur according to the directions I was given. I was told to follow on-screen prompts for example, but there never were any. I have no faith whatsoever that Toshiba would not close this complaint without actually resolving anything. I would prefer to keep it open until CONFIRMING that the proposed resolution becomes an actual one.
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.
Regards,
[redacted]
I still have the same problem. Toshiba has not resolved the problem after numerous attempts. The third party browser was on the computer when it was purchased so it should be compatible with THEIR computer. ANY browser I use the same problem happens. I have tried to get this fixed since August 2 and at that time my software was still under warranty and I should never have been charged. I would like my money back plus a new computer since they can not fix this one. They acted like used car salesmen trying to get me to purchase their services including a new virus protection stating that the one I have does not fully protect my computer....even thought its the virus protection that came with the computer and also their is virus protection built in the version on windows that came with the computer. This is totally unsatisfactory. It took the so called "corporate escalation staff 3 weeks to return my phone call. After the first week I called every day and they still took 3 weeks. NO THE PROBLEM IS NOT RESOLVED. if they do not give my money back and a new computer I will start a campaign for all my friends, family, former co workers and purchasing manager at different fortune 500 companies I have worked with and had a position that I was involved in selecting computers and contracts.
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 shipping and handling cost should be covered by Toshiba. I must request that.
Regards,
[redacted]