Toshiba America Information Systems Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 have tried to contact them back by telephone and no one had picked up I have gotten calls and I have returned these calls with to answer
Regards,
*** ***

A TAIS representative was in contact with the customer on 02/03/TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid
proof of purchaseWithout a valid proof of purchase we’re unable to assist the customer per the standard limited warrantyIf the customer is able to locate a valid proof of purchase they’ll need to follow the steps on the web address listed aboveA coupon for credit at ToshibaDirect.com will be issued for the customer. You can redeem the full value of this coupon for any single purchase at http://www.toshibadirect.comSimply enter the coupon code and use this email address (YOUR EMAIL) at check-outFor a full refund, the customer would need to contact the reseller where the product was purchased to determine if the product is still within the return time frameAt this time we consider this matter closed

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 09/012/2014, 09/16/2014; 09/17/however, our
customer has not returned any of correspondence requestsIf the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has advised our customer that we will send him a free box so his computer will be sent to our Toshiba engineers to diagnose what is the cause of the issueOur customer agreed to that offerIf our customer has any questions they may contact us at ###-###-####At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer
was able to speak to one of our corporate representatives and was informed that the replacement for the AC adapter was processedAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedThank you for your help in resolving this.
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research, our customer already spoke to one of our case manager and they already provided a resolution and still monitoring for other updates about his TelevisionAt this time we consider
this matter closed

A TAIS representative was in contact with our customer on 03/10/TAIS has apologized for any inconvenience and informed the customer that they would need to contact the warranty and registration department to correct the warranty dateTAIS has informed the customer that they would need to
provide a proof of purchaseOnce the customer has the correct warranty date, the customer may contact Customer Relations to see what options are available per their warranty dateAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 speak with a representative last Friday, July to try and come to a resolution in regards to this matterThe agreement that was reached was that they will again send the Recovery Media, this time the correct oneAnd Also that they would warranty this unit for an additional months past the warranty dateThough this was less than what I was hoping for, I did find it fairI asked that an email be sent to me so that I had written proof of what they are agreeing toI was told that that was not a problem and that I would receive an email later that dayToday is Tuesday, July 15th and I have not yet received an email that confirms on Toshiba's end that they are going to do what they are saying they are going to doI wish to keep this complaint open until they can fulfill their end of the resolution and also that the recovery media that they are sending is correct and does fix the problem at handThey have already made they same promises and have only made more mistakesI am hopeful that this will be the last time that I have to wait for them to send the correct Operating System but personal history has shownThey promise one thing but do not follow through.
Regards,
*** ***

HelloThanks for your quick reply.January is an estimate of when I first started having problemsInitially, I hoped it was a temporary glitch, as the issue was intermittentThen I tried various methods for fixing it myself - performing a system restore, running additional disk and
security scans, making sure I had all of the *** Updates, resetting the computer and reinstalling the operating system, etc. When none of that worked and with the warranty set to run out at the end of March, I decided to contact Toshiba, who had me send it to their repair depot in ***. Although it felt like it was gone a long time because of the shipping, Toshiba has told me that it was only at the repair depot about a day.Given that the same problems recurred this summer, I strongly suspect - a suspicion very much strengthened by the depot's surprising admission that many laptops don't get repaired adequately the first time they're sent - that the problem with my computer was not identified and repaired correctly. If that is the case, then Toshiba hasn't honored the warranty I purchased along with the laptop. Indeed, given the time lag involved in shipping a laptop back and forth, it seems to me that the cursory/inadequate jobs done to customers' computers the first time around has the effect of assisting Toshiba financially in that some warranties inevitably expire before the customer rediscovers the same problem and ships the computer back a second time for the correct repair. In any case where a repair is performed incorrectly and the warranty expires before the customer can send it back, then the warranty does not mean what most people perceive it to mean.A perusal of other complaints posted on this site suggests that I am not the only person who has had problems with Toshiba customer support. Nevertheless, I feel that Toshiba has not honored the warranty and I think the strongest evidence of that (besides the same problem recurring on my machine) is their employee's admission that many computers are sent back after the first repair is inadequate. I understand if you cannot proceed because my warranty is now expired, but I hope you'll at least post this communication in case it can help someone else.Thanks,***

A TAIS representative has attempted to contact our customer via email being as there was not a phone number listed; currently we are waiting for the customer to respond to our emailThe customer is welcome to contact us directly at *** or by email ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Called a lot earlier than 1:I was made to hold for over hour and finally I could not hold no more and hung upI had received the computer back with a crack where the adapter which they supposedly fixedThe computer will not charge anymore so this is not just a technical problemI have not refused service in fact and 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 receivedI did so like asked by the customer relations specialistShe had told me that she would be contacted within hours of my reply to their emailI still have not heard from them so I called them back on on 2:and I'm still waiting to hear from themBy far this has been the worst service I have ever receivedIt is sad that a company does not stand behind their faulty productThen try to blame a customer for being tired of calling the company to fix somethingI have looked at my phone records and total I have made over calls to the company and have not had anything result

A TAIS representative was in contact with our customerThe first time the customer called into TAIS for assistance was 02/11/2014; previously the customer had taken the unit to an ASP on 07/19/with a repair being set up the same dayThe next time the customer called into TAIS since the repair was on 02/11/TAIS advised the customer that considering that the warranty expired on 12/20/the customer was informed that any repairs and or technical assistance is now their responsibilityIf the customer has any type of question concerning the repair from the ASP (CPU Computer Repair) they would need to contact them directly 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Again, Toshiba has not read my original complaintI wil l not accept any offer unless it is a full refund of the product I purchased or an offer to have the table fixedI have copied my answer to the previous message and pasted it below which summarizes my complaintI am not customer who just talks a bunch of talk, when I say I will never buy a Toshiba product again, I mean it!
Toshiba did not even read the complaint I have listed here on Revdex.comIn my complain I specifically stated that I tried to reach out to Toshiba when I had issues multiple times when it was still in warranty through toshibas *** site because that is where I bought itDue to Toshibas *** site not getting back with me about this issue it was out of warrantyWhen I call your repair service number it is through a 3rd party company not associated with Toshiba asking me to pay a couple hundred dollars just for them to look at it which is more than I paid for the productSo, first my tablet was having issues due to manufacturing problems and then it became out of warranty to be fixed because Toshiba themselves did not get back to me on fixing itConveniently by the time they did it was no long in warrantyNow I just getting automated responses because Toshiba clearly did not read my original complaintI can assure you I will not buy any Toshiba product again due to its manufacturing and the companies horrible customer service.
Regards,
*** ***

First off, it the business representative would have listened to the complaint in the first place, the charger did not break off in the port, the port itself is broken. I had a computer from another company...this same part stopped working and while under warranty that company fixed it without giving me hassle at all. Apparently Toshiba just trains their call center to tell people that its not under warranty because they do not stand by their product. This computer is an adult owned and used computer and should not have broken to the point where it can't be used in only three months time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 standard is within the industry based on past experience I have had with companies like **, ***, and ***
I received a phone call from Toshiba Escalation Team on Friday December 19, at about 4: 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, The person who made this call was "***", 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, "***" 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*** actually stated that she had taken my case back over, this made me happy *** 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 *** 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 "***" 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 *** 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 *** 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 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 isIt seems that *** 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 Noof this unit is "P70-A" with a Serial No"***"
I told *** 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 *** 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 OrderThat they can:
Replace the unit
Start 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 unitI have also used my resources and reached out to Synaptcis to find out if what I previously had been told by "***" at Toshiba who was told this by *** 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 "***" if there is nothing wrong with the TouchpadI want to reiterate that I have not accepted what "***", 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 *** insteadThis 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 (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 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 and replace itI was told by "***" 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 *** None of this has been right since back in AprilI 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,
*** ***

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS has advised our customer to
send her computer to our depot repair facility so it can be fixed and diagnose as well what is the other issueOur customer agreed with thatIf 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 complaintAfter doing a research TAIS received the customer’s unit on 6/19/in our repair facility with a Broken Hinges, which is out of scope of the warranty (out of scope meaning it is not covered
under the standard limited warranty)TAIS has informed our customer the cost of the repair is now their responsibility and our customer accepted the repair and paid for the quoted amountThe repair was completed last 7/24/and the unit was delivered to our customer last 7/28/If our customer will experience the same issue with the computer they can contact our Technical support department and they can process a rework for the unitAt this time we consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 Please do not close the case until I have informed you of a successful resolution
Regards,
*** ***

A TAIS representative was in contact with the customer on 02/26/TAIS has apologized for any inconvenienceThe customer has received the recovery media in the form of a USB, via USPS tracking number ***), being as discs are not available for this unitThe recovery media
whether disc or USB is a non-refundable charge At this time we consider this matter closed