Toshiba America Information Systems Inc

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 12/04/2014, 12/08/2014; 12/09/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 Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer's warranty for their
television has already expired on 04/30/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 TAIS representative was in contact with the customer on 02/20/TAIS has apologized for any inconvenience and has offered to provide a one-time out of warranty courtesy repair for the customerTAIS has set up the work order with the customer receiving a courtesy box via *** ** for the repairAt 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
[As I don't have a usable laptop the matter is not settledWhat I own is a $paperweightThey say the matter is resolved because the laptop is in for repair but this is the 4th time and it still does not work
Regards,
*** *** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintBased on our records, one of our senior tech support representatives offered to send the unit to the depot repair facility to fix the issue based on the coverage of the standard
limited warranty of the productIf the customer would like to send the unit for a repair the customer may contact *** for assistance on thisAt this time we consider this matter closed

A TAIS representative has contacted our customer regarding the quote for the repair of her computer
The TAIS repair facility has identified the failure as being physical damage to the LCD screenTAIS has advised our customer that the manufacturers warranty does not cover accidential damage
Due to the physical damage to the computer any repair would be our customers responsibiliityAt this time we consider this matter closed

A TAIS representative has been in contact with our customerTAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has
advised our customer that we will go ahead and escalate his case over to our Order Desk Department for review of other options and evaluation, our customer agreed, at this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS has advised our customer that we can process another
repair to her computer and send it to our repair facility to diagnose what is the issue and have it fixedOur customer agreed to that offerIf 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowTo *** c or ***
Yesterday 2/19, I was offered s70t as an upgrade (refer to attachment)I called to speak with *** *about the specs of the proposed upgrade, specifically, how many gigs of memoryI also wanted to be able to have options to choose fromUnfortunately I was not able to speak with ***, however, I did leave word referencing my reasons for the callToday I missed a call from *** (someone I've never spoken with nor requested a call back from him)I immediately call back the number on my caller I'd which tells me it's a non working numberSo I decide to call the Toshiba help desk number given to me by ***, which of course, tells me Toshiba is closedIn looking at the attachment sent to me with this email, mpnseems to be a downgrade from the offer of 2/And more importantly, makes no reference to it being touch screen capable (which is a must....this was relayed to *** * on 2/19)I am asking for specs, no different than you will see on Toshiba's websiteBoth "attachments" still does not make mention of memory spaceI need to speak with SOMEONE regarding my limited optionsIn speaking with someone, I require a direct phone number to which I speak to said person without relaying messagesAlso require a direct email address of said person and not ***
From:"***"To:"***"Date:Thu, Feb 19, at 5:PMSubject:Toshiba Case id***
Hi ***,
Here is the specs sheet that I have, Mpnis your unit and Mpnis the one that I offer awhile ago,
please see attachment
regards,
*** **
From: TAIS OD Escalations ; To: ; ; Subject: Toshiba possible replacement laptop specs Sent: Sat, Feb 21, 12:39:AM
Hi *** ***,
Good Day!
Attach to this email is a screenshot of the hardware specification of your original unit\laptop versus the possible replacement We can send youThe list on the left is the specs of your original unit (under MPN1), the list on the right is the specs of the replacement we can send you (under MPN2)I tried to call you a couple of times awhile ago but you might be busy so I left a voicemailI'll be calling youon MondayKindly wait for My callbackThank you for choosing Toshiba!
***,
Toshiba Order Desk
______________________________
Regards,
*** ***

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 to send his computer to our depot repair facility to diagnose what would be the issue and have it fixedTAIS has advised our customer that we will provide a free box so he will not pay for the shipping sending his computer to our repair facilityOur customer agreed with 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Toshiba simply reiterated their prior position, which was to offer a (third) chance to have the laptop repaired as my only alternative. I reject their offer because my laptop should have been fixed the first time I sent it in. And then the second time. There should be a limit to how many times a customer has to put up with bad service. My limit is twice. Theirs appears to be or more. Toshiba's reply to the Revdex.com complaint, however, is consistent with the "support" they've provided - FAILRegards,*** ***

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
No such email was received in regards to the depot repair. In addition, my complaint is in regards to the depot repair. I cannot be without a laptop to conduct business for days (per the shipping and depot time) and I cannot have the mother board completely wiped out and have to pay someone to reinstall it. These are not acceptable options!
It is as if Toshiba did not even read my complaint in which I stated I spoke to a case manager and that a depot was set up.
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 am not satisfied with the
response by TAIS (Toshiba America Information Systems - The Business) for a number
of reasons:
1. TAIS
have failed to respond to my letter, dated 3rd June 2015, where I
outlined my original complaint - this letter is attached to my current response
I had the letter tracked, and so I know that they received it on 11th
June In the letter, I requested that they respond in writing before 3rd
July 2015, which they failed to doI have been entirely reasonable in waiting
until 15th July for a reply from the TAIS before registering my
complaint with the Revdex.comAt the date of writing this response, 23rd
July 2015, no written response by TAIS has arrived at my address
2. Whilst
the response by TAIS to my complaint through the Revdex.com mentions that I spoke to
TAIS case managers, which is correct, it fails to acknowledge that during these
conversations I told TAIS that my complaint was not resolved as far as I was
concernedDuring these phone conversations, TAIS maintained the position that
their response eludes to, namely that I have to send the computer to their
repair facility in the USA, while I maintained that as my computer can be
repaired at a Toshiba repair facility in the UK (where I live), then it should
be repaired soAs I felt that my complaint could not be suitably resolved over
the phone, I told TAIS that I wished to put my complaint in writingThe case
manager for TAIS informed me of their address to send my written complaint, and
told me that the complaint would be handled as such thereafterThe fact that TAIS
have responded to the Revdex.com complaint stating that they “consider the matter
closed” reflects on TAIS as an organisation as they have failed to respond to
my original complaintAs such it demonstrates to me that TAIS have no desire
to fulfil their obligations under the Magnuson-Moss Act, which I outlined in my
original complaint, and will summarise further now
3. In
my original complaint on 3rd June (attached), I outlined my
reasons for my grievances with TAIS, and how I feel they have failed to satisfy
my case
I first outlined
how they failed to provide me with a warranty prior to purchase, either as
themselves or through the seller (***)This is against The Magnuson-Moss
Act of and the Federal Trade Commission Pre-Sale Availability RuleAs
such I was unaware of the lack of international warranty coverage
I then outlined
that TAIS’s position that I should have purchased international warranty coverage
was flawed, firstly because I was already unaware of the lack of such coverage,
and secondly because on researching the option, I found that such cover does
not sufficiently exist and would be misleadingBoth are against The
Magnuson-Moss Act, and the second point here would fall under the term “deceptive
warranty”As such I informed TAIS that I believed that had I been aware of,
and purchased their international warranty coverage plan, that TAIS would have
failed to provide the service, and so it would be deceptive
I also outlined
that The Magnuson-Moss Act clearly states that the warrantor (TAIS) must not
impose on the consumer (myself) any conditions to ensure a satisfactory outcome
The fact that TAIS maintain that I must send my computer, at great expense and
inconvenience to myself, is in itself against the law, as they are trying to
impose conditionsThe TAIS case managers have stated in my phone conversations
that the computer is a model that can be repaired in the UK
Finally I outlined
that The Magnuson-Moss Act states that TAIS must remedy the case within a reasonable
timeThe fact that I first spoke to TAIS about my computer on May 2015, and
that the case is still unresolved, demonstrates the lack of effort by TAIS to
remedy the case
I am not
satisfied with the response to the Revdex.com by TAIS as none of these grievances have
been addressed, something that would be entirely reasonable to expect
In my original complaint (3rd June -
attached) I outlined what I believed to be a number of reasonable expectations
on TAIS to fulfil their obligationsAs TAIS have failed to address my
grievances, and continue to waste time, I remain unsatisfied as their response
does not resolve my complaintAs such, I now seek a full refund from TAIS for
the value of my computer ($499.99), as I have lost all confidence in TAIS, and
do not believe any other outcome to be otherwise satisfactoryAttached is another
letter I sent to TAIS on 16th July 2015, which I am currently
tracking and has yet to arrive
Regards,
*** ***

A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer
complaintTAIS has offered our customer to send the laptop to our
Toshiba Engineers (***) to have a VIP repair serviceCustomer declined
the offer and instead asked for a replacementTAIS has informed our customer
that replacement is not the option based from the Standard Limited Warranty of
the unitAt this time we consider this matter closed

A Toshiba America Information System (TAIS) representative has been in contact with our customerTAIS apologized for the inconvenience our customer has experiencedTAIS has advised our customer that this case will be forwarded to our order desk department to discuss the process of replacement for his T.VOur customer agreed with thatIf the customer has 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 complaintTAIS has made multiple attempts to contact our
customer by telephone however, the customer has not returned any of correspondence requests and after doing a research the customer’s computer has a built in partition which they can use to create the full image of the operating system in a disc., all Toshiba computer’s that has built in partition has notification upon boot up stating before installing any software the computer will advise the customer to create a recovery media and the message will show upon First Boot up of the computerIf 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Team,I received back a broken laptop it is also missing parts. This is problem number four with this $laptop. Please help me.*** *** ###-###-####

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that our customer was able to speak with one of our technical support representative and they processed a depot repair order for the unit of our customerOur
customer already received the email confirmation last 7/12/for the repiar and they need to complete the repair order onlineThis repair order that was processed is based on the standard limited warranty of the unitThe standard limited warranty stated;How Long Does This Warranty Last? One (1) year after the date of your purchase (“LimitedWarranty Period”)The Limited Warranty Period for the rechargeable battery included with the Product is one (1) year from the date of your purchaseWhat Will Toshiba Do? If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/partThis is your sole and exclusive remedy for breach of warrantyReplacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS,DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THERESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTUREDHow 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) CarService to an Authorized Service Provider, (3) Customer Replaceable (CRU)Parts Service, or (4)Whole Unit Exchange ServiceTo determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.comA limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchaseYou 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 providerYou are responsible for appropriately packaging the ProductFor 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/CRUIf the customer has any questions or concern they may contact our technical support department at 1-800-457-

A TAIS representative was in contact with the customer on 03/14/TAIS has apologized for any inconvenienceTAIS has set up a service work order for the customer so they can ship their unit into our Depot facility for diagnostics and repair of the unit in accordance to the warrantyCurrently
TAIS is waiting for the customer to finish the survey in the email, select the shipping and send the unit into our depot facilityFor a refund of the purchase price of the product, the customer would need to contact the reseller where the unit was purchased to determine if the product is still within the return policy time frameAt 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 belowI received a phone call from Toshiba, he told me that he would like to solve my problem, I told him that I need a laptop for my job, and I request to replace a same kids of laptop. However, he said Toshiba would like to check problems on my laptop for 7-days. Please review my previous email, Toshiba has already checked my laptop several time but can not solve the problem. In the other words, Toshiba didn't care of customer. One more example is, Toshiba told me that I should received a shipping package within 1-days for ***, Now days pass, and I never receive any shipping package from ***. Something wrong about Toshiba Management, I hope top manager of CEO could read my complaint. I believe that CEO of Toshiba should know about it!
Regards,
*** ***