I disagree, I recently (9-2-15) explained to the REP who called me that my computer is still doing the exact same thing as it was before, I was promised by TOSHIBA in the very first call, that I would be given some sort of compensation and have yet to see that, and [redacted] the manager of the Case Managers was suppose to calll me 7 occaisions and has yet to call me. I have been lied to numerous times, and my computer is still not working properly. this matter is NOT 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.
When the laptop was first repaired and I got it back around April/May 2015, the frame was loose and cropping out of the screen. I complained about the poor repair and a full refund or full unit replacement! They said the policy covers only repair for any unit after 14 days of purchase and full replacement would only be possibly in case of full functionality. I protested saying that I no longer trust the repair or the parts since I get the laptop from repair in bad condition rather than purchasing a new laptop with defects. They assured me that the repair and the replaced parts have their own warranty which covers one year warranty outside of the laptop warranty, hence the replaced parts (LCD screen, frame, cover and some other small parts should have a warranty till June 17, 2016 on contrary to their current claim. I accepted the repair on that basis even though I was very frustrated to have a new laptop with too many defected and replaced parts (screen LCD, frame, cover, battery and some related internal parts!)Accordingly, they have not met the quality standards both in goods (defected laptop) nor repair (loose frame popping out of the screen) nor replacement parts (screen fades out unless pressing on the frame) nor their warranty statements (replaced parts and repair have their own warranty outside laptop warranty). I have lost trust in their truthfulness and quality of goods and repair. I would like to ensure the laptop is repaired at the highest quality level and ensure a warranty of any replaced parts to ensure the replaced parts are not defected after all the issues I encountered with this purchase!
Regards,
[redacted]
A Toshiba Am[redacted]a Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer under the Name, Address, Phone Number, and Email Address. If our customer has any concern regarding the rebate they may refer to the...
store which is [redacted] where the unit was purchased. 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 reported the issue outside of the warranty and for any physical and accidental damage on the unit it’s not covered under the warranty and that was...
the reason why our customer was referred to Toshiba Repair Services (TRS) to set up a repair at their own cost. At this time we consider this matter closed.
A Toshiba America Information System (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can process a repair for his computer to have it diagnosed and repair. TAIS has advised our customer...
that he needs to provide the serial number of his computer to complete the process and 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.
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 attached did not specify that the same details I was told on the phone today, 10/15/14 by Toshiba. I was told by them that 1.) all repairs are free of charge to me, it would be considered a Toshiba VIP repair along with free overnight shipping and my computer being returned fixed of all issues within 7-10 business days and 2.) that my computer would also be evaluated for replacement, not only repair. According to [redacted], the Toshiba Revdex.com Coordinator that I spoke to today, both 1.) and 2.) would be happening in my case. I don't feel comfortable giving my agreement to the attached since it does not state either of these. ]
Regards,
[redacted]
After doing a research when our customer spoke to our technical support department he was advised that they need to replace the battery of the computer because based on the diagnostic and symptoms of the problem it is really obvious that the battery is the issue of the computer and we cannot not even say that the battery is defective after owning the computer for 3 years because battery is considered as consumable part of the unit. Our customer was advised that replacement is not possible because the warranty of the computer was already expired since March 2014. The Toshiba Limited Warranty Period for the rechargeable battery included with the Product is one (1) year from the date of your purchase. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has mentioned they have a non-Toshiba Computer which is [redacted] that has a pre-installed Toshiba DVD-Drive. TAIS acknowledged that is a Toshiba product however all the drivers and support was already provided to [redacted] so any update for the Drive should be within the level of their support. 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]
Called a lot earlier than 1:17. I was made to hold for over 1 hour and finally I could not hold no more and hung up. I had received the computer back with a crack where the adapter which they supposedly fixed. The computer will not charge anymore so this is not just a technical problem. I have not refused service in fact and 129. I was told that if I wanted my computer fixed I would have to show them a proof of purchase receipt and a picture of the damage that I had received. I did so like asked by the customer relations specialist. She had told me that she would be contacted within 24 hours of my reply to their email. I still have not heard from them so I called them back on 1 on 2:15 and I'm still waiting to hear from them. By far this has been the worst service I have ever received. It is sad that a company does not stand behind their faulty product. Then try to blame a customer for being tired of calling the company to fix something. I have looked at my phone records and total I have made over 40 calls to the company and have not had anything result.
A depot repair order was already created under repair order number [redacted]. The depot repair process of the computer is based on the Standard Limited Warranty of Toshiba. If the customer has any questions or concern they may visit our website warranty.toshiba.com or call at 1-800-457-7777. Here is the warranty stated:What Are Your Obligations? You must retain proof of purchase showing price, date, location of purchase and Product description which may be required for warranty service. Toshiba strongly recommends you register your Product either during the initial start-up of the Product, or online at register.toshiba.com. Your failure to complete Product Registration will not diminish your rights under this Limited Warranty.Always keep a backup copy of the data on your Product before sending it in for repair and remove all confidential, proprietary or personal information. Also be sure to remove all accessories or peripherals. TOSHIBA IS NOT RESPONSIBLE AND FULLY DISCLAIMS ANY AND ALL LIABILITY FOR ANY ACCESSORIES SHIPPED WITH THE PRODUCT. If you authorize Toshiba to perform any services excluded under this Limited Warranty, you may pay standard repair fees for such work.YOU MUST READ AND FOLLOW ALL SET-UP AND USAGE INSTRUCTIONS PROVIDEDWITH THE PRODUCT. IF YOU FAIL TO DO SO, THIS PRODUCT MAY BE DAMAGED ORMAY NOT FUNCTION PROPERLY, OR YOU MAY LOSE DATA OR SUSTAIN PERSONALINJURIES.How to Obtain Repair or Replacement Service For A Product Purchased In The United States?Depending on your specific product model, Toshiba may offer any one or more of the following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot Service, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable (CRU)Parts Service, or (4)Whole Unit Exchange Service. To determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.com. A limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase. You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or provider. You are responsible for appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does not receive the original Product/CRU from you within ten (10) days after your receipt of the replacement Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.
A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaint. After doing a research TAIS found out that it shows on the email of the channel sales manager that they are the one who will send the shipping label to our customer after the repair order has processed and they need to provide this information below:- Repair Ticket/order #: TP-[redacted]- Customer info: Name, email, address, phone -And the address Toshiba provides them where unit must be shipped to. It should be an address for Toshiba Repair Depot ( [redacted]).It shows on the email that once this information is provided, they will send the shipping label to our customer. If our customer has any questions or concern they may contact the Channel Sales Manager or the Toshiba Inside Sales support representative at the phone number that has provided on the email.
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 her computer will be send to our
VIP repair facility wherein our Toshiba Engineers will be...
doing diagnostics and
apply the fix for the unit. Currently the computer is in-transit going to our repair
facility under Fed-Ex tracking number [redacted]. 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 did not refuse to have my laptop repaired. They called me on the phone and told me that the part that they needed to do the repair was not available thru their supplier and couldn't repair my laptop without the part. They told me that I might be able to find the part to fix it on EBAY but didn't bother to tell me what part I needed to look for. They then ask me if I wanted them to return my computer. Well of cpurse I didn't want them to keep it if they couldn't fix it. I truly believe they just didn't know how to fix it and took the easy way out. I NEVER REFUSED FOR THEM TO FIX MY LAPTOP IN ANY WAY.
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.
It would be nice to have Toshiba take responsibility for the issues but given their unwillingness to resolve the issue for me, they will lose my business going forward. There are a number of reports of this issue being incurred by others, so I'm not sure how they can say it isn't a defect. Some of the internet reports which highlight the issue:[redacted]
Instructions for working around issue, which wouldn't be needed if a defect didn't exist:[redacted]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS found out that the unit was repaired and the repair service was completed last 4/28/2015 and the parts of the unit that is not in good condition were already replaced. 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 our research TAIS found out that the Television Model # 46L5200U did not find any defects or part defects based on the Standards of the unit not unless Toshiba notify our customer regarding to this issue. 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.
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 this case will be endorse to our order desk department to provide them 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. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321. 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 have the receipt for the computer and the record of the instant rebate. Also, I registered the computer with Toshiba. They know who I am.
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 was never contacted by [redacted] or Toshiba to follow up on this issue even though the technician said they would call back. My computer has not been working since April and I have called Toshiba at least 6 times since then. The number you gave me to contact [redacted] is the same system as Toshiba technical support who I have been calling over and over.
Regards,
[redacted]
I disagree, I recently (9-2-15) explained to the REP who called me that my computer is still doing the exact same thing as it was before, I was promised by TOSHIBA in the very first call, that I would be given some sort of compensation and have yet to see that, and [redacted] the manager of the Case Managers was suppose to calll me 7 occaisions and has yet to call me. I have been lied to numerous times, and my computer is still not working properly. this matter is NOT 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.
When the laptop was first repaired and I got it back around April/May 2015, the frame was loose and cropping out of the screen. I complained about the poor repair and a full refund or full unit replacement! They said the policy covers only repair for any unit after 14 days of purchase and full replacement would only be possibly in case of full functionality. I protested saying that I no longer trust the repair or the parts since I get the laptop from repair in bad condition rather than purchasing a new laptop with defects. They assured me that the repair and the replaced parts have their own warranty which covers one year warranty outside of the laptop warranty, hence the replaced parts (LCD screen, frame, cover and some other small parts should have a warranty till June 17, 2016 on contrary to their current claim. I accepted the repair on that basis even though I was very frustrated to have a new laptop with too many defected and replaced parts (screen LCD, frame, cover, battery and some related internal parts!)Accordingly, they have not met the quality standards both in goods (defected laptop) nor repair (loose frame popping out of the screen) nor replacement parts (screen fades out unless pressing on the frame) nor their warranty statements (replaced parts and repair have their own warranty outside laptop warranty). I have lost trust in their truthfulness and quality of goods and repair. I would like to ensure the laptop is repaired at the highest quality level and ensure a warranty of any replaced parts to ensure the replaced parts are not defected after all the issues I encountered with this purchase!
Regards,
[redacted]
A Toshiba Am[redacted]a Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our customer under the Name, Address, Phone Number, and Email Address. If our customer has any concern regarding the rebate they may refer to the...
store which is [redacted] where the unit was purchased. 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 reported the issue outside of the warranty and for any physical and accidental damage on the unit it’s not covered under the warranty and that was...
the reason why our customer was referred to Toshiba Repair Services (TRS) to set up a repair at their own cost. At this time we consider this matter closed.
A Toshiba America Information System (TAIS) representative has contacted our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can process a repair for his computer to have it diagnosed and repair. TAIS has advised our customer...
that he needs to provide the serial number of his computer to complete the process and 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.
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 attached did not specify that the same details I was told on the phone today, 10/15/14 by Toshiba. I was told by them that 1.) all repairs are free of charge to me, it would be considered a Toshiba VIP repair along with free overnight shipping and my computer being returned fixed of all issues within 7-10 business days and 2.) that my computer would also be evaluated for replacement, not only repair. According to [redacted], the Toshiba Revdex.com Coordinator that I spoke to today, both 1.) and 2.) would be happening in my case. I don't feel comfortable giving my agreement to the attached since it does not state either of these. ]
Regards,
[redacted]
After doing a research when our customer spoke to our technical support department he was advised that they need to replace the battery of the computer because based on the diagnostic and symptoms of the problem it is really obvious that the battery is the issue of the computer and we cannot not even say that the battery is defective after owning the computer for 3 years because battery is considered as consumable part of the unit. Our customer was advised that replacement is not possible because the warranty of the computer was already expired since March 2014. The Toshiba Limited Warranty Period for the rechargeable battery included with the Product is one (1) year from the date of your purchase. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has mentioned they have a non-Toshiba Computer which is [redacted] that has a pre-installed Toshiba DVD-Drive. TAIS acknowledged that is a Toshiba product however all the drivers and support was already provided to [redacted] so any update for the Drive should be within the level of their support. 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]
Called a lot earlier than 1:17. I was made to hold for over 1 hour and finally I could not hold no more and hung up. I had received the computer back with a crack where the adapter which they supposedly fixed. The computer will not charge anymore so this is not just a technical problem. I have not refused service in fact and 129. I was told that if I wanted my computer fixed I would have to show them a proof of purchase receipt and a picture of the damage that I had received. I did so like asked by the customer relations specialist. She had told me that she would be contacted within 24 hours of my reply to their email. I still have not heard from them so I called them back on 1 on 2:15 and I'm still waiting to hear from them. By far this has been the worst service I have ever received. It is sad that a company does not stand behind their faulty product. Then try to blame a customer for being tired of calling the company to fix something. I have looked at my phone records and total I have made over 40 calls to the company and have not had anything result.
A depot repair order was already created under repair order number [redacted]. The depot repair process of the computer is based on the Standard Limited Warranty of Toshiba. If the customer has any questions or concern they may visit our website warranty.toshiba.com or call at 1-800-457-7777. Here is the warranty stated:What Are Your Obligations? You must retain proof of purchase showing price, date, location of purchase and Product description which may be required for warranty service. Toshiba strongly recommends you register your Product either during the initial start-up of the Product, or online at register.toshiba.com. Your failure to complete Product Registration will not diminish your rights under this Limited Warranty.Always keep a backup copy of the data on your Product before sending it in for repair and remove all confidential, proprietary or personal information. Also be sure to remove all accessories or peripherals. TOSHIBA IS NOT RESPONSIBLE AND FULLY DISCLAIMS ANY AND ALL LIABILITY FOR ANY ACCESSORIES SHIPPED WITH THE PRODUCT. If you authorize Toshiba to perform any services excluded under this Limited Warranty, you may pay standard repair fees for such work.YOU MUST READ AND FOLLOW ALL SET-UP AND USAGE INSTRUCTIONS PROVIDEDWITH THE PRODUCT. IF YOU FAIL TO DO SO, THIS PRODUCT MAY BE DAMAGED ORMAY NOT FUNCTION PROPERLY, OR YOU MAY LOSE DATA OR SUSTAIN PERSONALINJURIES.How to Obtain Repair or Replacement Service For A Product Purchased In The United States?Depending on your specific product model, Toshiba may offer any one or more of the following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot Service, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable (CRU)Parts Service, or (4)Whole Unit Exchange Service. To determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.com. A limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase. You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or provider. You are responsible for appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does not receive the original Product/CRU from you within ten (10) days after your receipt of the replacement Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.
A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaint. After doing a research TAIS found out that it shows on the email of the channel sales manager that they are the one who will send the shipping label to our customer after the repair order has processed and they need to provide this information below:- Repair Ticket/order #: TP-[redacted]- Customer info: Name, email, address, phone -And the address Toshiba provides them where unit must be shipped to. It should be an address for Toshiba Repair Depot ( [redacted]).It shows on the email that once this information is provided, they will send the shipping label to our customer. If our customer has any questions or concern they may contact the Channel Sales Manager or the Toshiba Inside Sales support representative at the phone number that has provided on the email.
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 her computer will be send to our
VIP repair facility wherein our Toshiba Engineers will be...
doing diagnostics and
apply the fix for the unit. Currently the computer is in-transit going to our repair
facility under Fed-Ex tracking number [redacted]. 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 did not refuse to have my laptop repaired. They called me on the phone and told me that the part that they needed to do the repair was not available thru their supplier and couldn't repair my laptop without the part. They told me that I might be able to find the part to fix it on EBAY but didn't bother to tell me what part I needed to look for. They then ask me if I wanted them to return my computer. Well of cpurse I didn't want them to keep it if they couldn't fix it. I truly believe they just didn't know how to fix it and took the easy way out. I NEVER REFUSED FOR THEM TO FIX MY LAPTOP IN ANY WAY.
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.
It would be nice to have Toshiba take responsibility for the issues but given their unwillingness to resolve the issue for me, they will lose my business going forward. There are a number of reports of this issue being incurred by others, so I'm not sure how they can say it isn't a defect. Some of the internet reports which highlight the issue:[redacted]
Instructions for working around issue, which wouldn't be needed if a defect didn't exist:[redacted]
Regards,
[redacted]
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS found out that the unit was repaired and the repair service was completed last 4/28/2015 and the parts of the unit that is not in good condition were already replaced. 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 our research TAIS found out that the Television Model # 46L5200U did not find any defects or part defects based on the Standards of the unit not unless Toshiba notify our customer regarding to this issue. 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.
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 this case will be endorse to our order desk department to provide them 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. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321. 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 have the receipt for the computer and the record of the instant rebate. Also, I registered the computer with Toshiba. They know who I am.
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 was never contacted by [redacted] or Toshiba to follow up on this issue even though the technician said they would call back. My computer has not been working since April and I have called Toshiba at least 6 times since then. The number you gave me to contact [redacted] is the same system as Toshiba technical support who I have been calling over and over.
Regards,
[redacted]