Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their
television has already expired on 03/28/And as per the Standard Limited Warranty our customer has a year limited periodSeeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has been in contact with our customer
Our customer informed TAIS that the reseller already replaced the unit and took care of the issueTAIS has advised our customer that incase that she 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have been contacting me, but at extremely odd timesI told *** that the best time to contact me would be at 2pm EST timeThe whole trouble shoot delema is not true because I already went through this with the first agent who screamed at me & blantly called me a liar, saying that I must have smashed the screenI'm extremely offended & appauled of the customer service here at TOSHIBA.
As I've been saying, I work at home & this is costing me 1000's of dollarsI only get paid monthly, so I am not able to afford a new computerI need a refund for the $that I spent on this laptop, or a replacement in the mailI cant afford to take off work, while you guys "fix" the one I'm using nowIf this doesn't get resolved soon, I'm not going to be able to provide food for my familyPlease just help me
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
Regards,
*** ***
I called last april on a monday about the shipping the man whom I spoke with told me id get things on Wednesday then that friday I called and was disconnected each time I tried to call I tried website and submitted several surveys pertaining to my problem since website doesnt have a live chat or email featureThis poor customer service on there behalf has me amazed that they even have customers worst ever

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS cannot find any information in our
system under our customer’s name, address, email address, and phone numberOur customer can contact Toshiba Direct for more details 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.The reason I made this complaint is because Toshiba is at fault due to the poor quality material they used to make the case and the lack of product testing to protect it's consumer. Actually, my taking the time to report this problem will aid in the product testing, which has failed, but this should have been done prior to selling it to consumers. Regardless of warranty does not change the fact that Toshiba is at fault of this particular problem and should make right this problem for every consumer asking. I don't consider this a warranty issue as it is not just a sporadic event with the product, but instead a defect in the manufacturing so it should be considered a recall for this particular problem. I have seen enough that I feel they should be apologizing to the consumer and not only fixing the problem, but being sympathic for all the grief it has caused. But I am not asking for anything more than just them fixing my case properly, even though it has been a great burden on meThank you for your time and attention
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
When I first called Toshiba, I was advised NOT to purchase a replacement battery NOR to travel to a local repair site (I was willing to purchase a battery and/or travel locally)The agent told me on March to complete a form sent to me via email to schedule an onsite visit from a Toshiba representativeI did so, my son waited at home while on Spring Break from college for three days, then when I called the repair people, they said that they couldn't get a battery and that Toshiba had cancelled itWhen I called Toshiba back, the agent informed me that I was not eligible and that what I was told was wrong and that I should have been called but that they had no record of anyone calling meWhen I pressed, the agent said they would get back to me (and did not)The next time I called back I was told the battery was ordered and should be available - it never has been available to meThese calls have continued, and no one has been able to provide a solution that either maintains the laptop as a laptop or avoids sending the laptop, which is used in college, away for two weeks or more.
I am asking for what Toshiba promised me - a repaired laptop onsite so my son can continue his education unhindered, the whole reason we purchased a laptopNo one contacted me to tell me that Toshiba changed it's mindI am okay, if Toshiba determines that they do not wish to repair the battery (as indicated in their response), that they compensate my son for three days of wasted time waiting for a repair person to show that Toshiba effectively cancelledI too have wasted hours on the phone trying to get this resolved as I was promised in the beginningWill Toshiba not stand behind their own agents? Will Toshiba not take responsibility for poor customer service and/or lies told to me repeatedly (battery ordered, people will show up for repair, battery reordered)? I understand Toshiba's legalese response; I don't understand how Toshiba cannot stand behind what their call centers say, do, or ignore - they chose their call center partner for a reason, so they should stand behind their promisesPlease keep your commitment.
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS has advised our customer that we will sending her a new
ac-adapter and that case will endorse to our order desk department and for the issue about her computer TAIS will process a repair by sending the computer to our engineers to diagnose and have it fixedOur customer agreed to that offerIf our 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 ***, 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,
*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintTAIS would like to process a basic troubleshooting over the phone to double check what would be the root of cause of the issue of his computer however our customer mentioned he already went through this with our technical support representativeTAIS found out that the issue is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty)Our customer can contact Toshiba Repair services for more details at 800-438-to schedule a repair, at this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that unit has on-going issue with the 3rd party website using IE browser
Our customer was able to speak with one of the corporate officers and was
advised that his computer needs to be troubleshoot with a senior software technician to isolate the case and issue also to have it fix.And it shows on the last converstaion of (TAIS) software tech with our customer, the 3rd party issue was resolved

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,
*** ***
Yes I have been contacted, and provided with optionsa refurbishbished tv open box floor model etca new 50" tv that would not be a smart tv and considerably less than what I have, 1/pricea prorated refund, the amount they did provide yesterday 4/9/15 in the amount of $Full market value they say and less than my purchase which was $My warranty states the tv to be replaced with new and they will not provide anywhere in the warranty where it states anything about a prorated warrantyThis tv lasted weeks and days according to the offer this cost me $a day to useThey quit making tvs and apparently believe it will not be necessary to make warranty repairsI have discussed this with my wife last night 4/9/and we choose to take the amount of $when they contact us backAt this time it is not settled I do not have a check in hand and they want our tvThis tv will only be provided after payment has been made and check has cleared our bankWe do not trust Toshiba to take any of this very serious
We feel that we should be paid in full or be provided with something new or betterThey did say they would extend the warranty on the refurbished tv for a full yearI said no thank you, you are unable to repair our tv we presently own, I would wonder what *** would be available a year from nowThe different options we feel were not much to considerThank You

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
The *** repair facility not only damaged my computer, but then charged me for a repair that did not take place as my computer was not repaired upon returnThey insisted that in order to fix the device they had to replace the screws and I had to pay for itObviously, this was falseThe amount I was charged needs to be refundedI don't see how I can be expected to pay for a service I did not receiveThe money I paid in good faith needs to be returnedThink of it like this - you take your car in for an oil change and they tell you the brakes need to be replacedSo you replace the brakes, but on the drive home they're not working, even though they did when you drove inThe company offers to fix the brakes, but not refund the money you paid to have the brakes fixedYou didn't go in for a brake job, you went in for an oil changeWhile doing that oil change they damaged your car by destroying your brakesAnd now you're paying for itWhat this repair facility is doing is unethicalI'm not the only one that this has happened toToshiba needs to seriously consider what kind of outfit they want representing their company.
Regards,
*** ***

A TAIS Representative has been in contact with the CustomerTAIS will be replacing the missing laptop with a refurbished unit since the Customer's warranty just expired, customer agreed. If
Customer has any questions or concerns they may contact us directly at *** At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representativehas reviewed our customer complaintAfter doing a research TAIS found out thatour customer has been contacted by our refund specialist and they apologizedfor the inconvenience our customer has experiencedTAIS has informed
ourcustomer that the refund request was already processed and they advised that itmight not show on their account immediatelyOur customer agreed and understoodthatAt this time we consider this matter closed

A Toshiba Direct representative has been in contact with the customerToshiba Direct has informed the customer; they did place this order and did submit paperwork to be classified as Tax Exempt. However, on three different occasions (12/3, 12/19, 1/7) the customer sent Toshiba Direct
their proof of being tax exempt and all three times the documentation that was sent was not valid proof of a tax exempt status. The customer has been advised of this and Toshiba Direct cannot refund tax unless the customer can provide Toshiba Direct with valid verifiable documentation issued by the stateThe customer may contact Toshiba Direct at ###-###-#### with any questions or concernsAt 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 received a defective replacement lap top from Toshiba last week The lap top has a Critical Error issue in hardware and Toshiba technicians were unable to troubleshoot the problemI do not want another defective replacement as this will be the THIRD time I am experiencing lap top issues with their products I am requesting a FULL refund for the replacement lap top of $1,plus a prepaid return shipping label to return the defective unit
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintTAIS 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 driveAlso, our customer is responsible for the cost of retrieving the files from the non-working external hard driveAt this time we consider this matter closed

A TAIS representative was in contact with our customer on 12/23/TAIS has informed the customer that there is no guarantee that the charge for technical support would resolve the issueThe customer has stated the files have been backed up through his emailRecovery assistance was offered to
the customer by tech support with the customer declining and insisting on a refund. The charge for the tech support is a non-refundable charge as technical support was providedWhen the unit was first set up, the option for creating a recovery disc was givenIf the option for creating a recovery disc was by passed, the customer will be able to go to www.acclaim.toshiba.com and purchase oneAt this time we consider this matter closed

A TAIS representative was in contact with the customer on 02/04/TAIS has apologized for any inconvenience and has informed the customer the defective battery was returned after the thirty day period, (original order date (11/20/2013) resulting in the pending charge, $101.60, not being releasedThe defective battery was received via UPS tracking number *** at Flextronics on 12/27/9:A.Mwhich was days past the allotted time frame for the returnThere is no documentation on 11/20/stating the customer would be refunded if the battery was sent back after the thirty days. At this time we consider this matter closed