Toshiba America Information Systems Inc

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 original issue is still un-addressed. Company is still engaged in an unfair "bait and switch" policy wherein they get the consumer to pay to send in their equipment only to find out later that the clearly posted price will not be honored. The Toshiba representative did admit that the site was misleading and advised that it be changed. However, Toshiba is unwilling to honor the advertised price nor refund the out of pockets expenses incurred to date. Representative also admitted that the "switch" price was exorbitantly high and that they would never, personally, pay the amount quoted. Furthermore, it appears as though the repair arm of Toshiba has no intent of ever honoring the price that is shown on the site it is purely a ploy to get consumers to send in ** hoping that the consumer will capitulate on the price once Toshiba has possession of hardware and initial fees. The core complaint remains; this is clearly an unfair business practice. 
Regards,
[redacted]

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research TAIS found that the full authorization reversal is...

already processed last 06/27/2014 for the amount of $100.40 and for the Transaction Ref No: [redacted] and the Authorization Code:[redacted]. If the customer has any questions or concern they may contact as 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.
Nature of Complaint:

Guarantee Or Warranty Issues - A failure to honor service under the terms of warranties


select



Problem:


I waited months for Toshiba to replace a damaged laptop under terms of the extended warranty. Toshiba finally contacted me and followed through, right after I opened a case with the Revdex.com. Toshiba replaced my Core-i7, 17" screen laptop, with a Core-i7, 15" screen laptop. A 17" screen is part of what defines a separate 'class' of laptop, with different purposes, and a 15" replacement is not equivalent or greater. Furthermore, my eyesight is not what it used to be, and the 17" screen allows for large items on the screen, making it easy to use. I specifically purchased a 17" screen because of this, so a 15" cannot work for me. I have not used the 15" laptop that they sent me. I contacted Toshiba Customer Relations and their Order Desk about this, and cited two possible replacement laptops, as follows: 1. Toshiba Satellite [redacted] Laptop 2. Toshiba Satellite [redacted] Laptop Both Customer Relations and the Order Desk have told me repeatedly that they can replace the 15" laptop with a 17" unit. On Friday, October 17th, an Order Desk representative named [redacted] told me that he would check with the warehouse to see if an eligible unit was available to ship. At that time, I was told that the warehouse would respond within 24-48 hours (not business hours). Since then, I have made several calls to Toshiba, to check on the status of the replacement, but they have no update to provide. The Order Desk and Customer Relations maintain that the warehouse has not responded, and that they will respond within 24-48 hours.



Desired Settlement / Outcome
Desired Settlement:



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Desired Outcome:


1. For Toshiba to send me a prepaid return shipping label for the 15" laptop, which I have not used. 2. For Toshiba to send me a suitable replacement laptop, having equivalent or better performance than my original, via overnight service, in new or factory-refurbished condition. The following are suitable replacements: a. Toshiba Satellite S70-BST2GX1 Laptop b. Toshiba Satellite S70-BBT2N23 Laptop Thank you for your help.



Regards,
[redacted]

A Toshiba
America Information Systems (TAIS) representative has been in contact with...

our
customer via email. TAIS has apologized for the inconvenience our customer has
experienced. TAIS offered free shipping to send the computer to our repair
facility. TAIS has informed our customer how to complete the order online, for
him to receive a box together with the packing slip that he can use in sending
the unit to our depot repair facility. Our customer completed the order last
04/06/2015. If the customer has any questions or concern they may contact us
###-###-####. At his 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.Then why does my laptop have a sticker right on it from Toshiba stating that it comes with a 1-year warranty?
Regards,
[redacted]

A TAIS representative has left the customer a voicemail on 04/01/2014 TAIS has informed the customer that they would need to contact the [redacted] Department directly at [redacted] in order to get this issue resolved  [redacted]. At this time we consider this...

matter closed.

Dear Revdex.com:
Today, I have confirmed that TOSHIBA issued a satisfactory credit to my account.
I consider complaint #[redacted] resolved.  Thank you for your assistance, in helping me to navigate through TOSHIBA's corporate barriers.
Kindest regards,
[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 the Hard Drive has been replaced under the standard limited warranty of the computer and the unit has been shipped back under FedEx tracking number [redacted] estimated delivery date Fri 10/10/2014 by 8:00pm. If our customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

A Toshiba Direct Information System (TAIS) representative has reviewed our customer complaint.
After doing a research our customer can contact Toshiba Direct at (800)-618-4444 for more information about the specification of the product he’s looking for, 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]
I have contacted the tech support that they suggested and none of their tech support could get it to work even when they remotely accessed my computer.  The disk that they sent me with the serial number that they mentioned does not work.  A tech even took a snapshot of the disk to send to Toshiba headquarters because it does not work and they could not get it to work.  I asked them why don;t they send me a new replacement WINDVD that works and they have not done so.  The last time I heard from a tech was when thy told me they was sending my problem to Toshiba headquarters for resolution  I am still waiting so I filed a complaint with you because I have been given the run around with no resolution.  I have a record of more than five calls to Toshiba on this matter as well as a written on line to their customer service for assistance.
 
Why the company cannot just send me a replacement disk with a operating multi CD player that is operational. I am really not understanding why such a large company cannot ensure that their products function properly is beyond my understanding..  
  Again what they have written about my contacting their tech support as a rationale is bogus, because like I said I did that first and could not get the assistance needed in getting the player operational, their tech support could not get it to work.  I appreciate your assistance in this matter in addressing this complaint I notice some others have complaint about Toshiba product with not resolution,  If I get out of this situation amicably I will not purchase another Toshiba product.  Sincerely, [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.The website and phone support that I have talked to multiple times now will only provide the "store" credit. Looking through their available inventory there are no VHS players or VHS/DVD Combo units or a unit, such as the defective unit, a DVD RECORDER/VHS combo unit. I would like the ability to receive a refund if an exchange or repair is not possible. 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed...

our customer that his case will be endorsed to one of our Supervisors from the Technical Support department for their problem with the laptop which according to the customer it’s running slow. Currently we are waiting for the result of the diagnosis and troubleshooting from the Supervisor from the Technical Support department. At this time we consider this matter closed.

A TAIS representative was in contact with our customer. TAIS received the customer’s unit on 02/11/2014 in our repair facility with a broken power port which is out of scope of the warranty (out of scope meaning it is not covered under the Standard Limited Warranty). TAIS has informed the...

customer the cost of the repair is now their responsibility. The customer may contact the Out of Warranty/Out of Scope at [redacted]. The unit has been returned to the customer via Fed Ex [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.
All the time I have same, canned response from customer care and there is no more solution with Revdex.com. I will go ahed apply to the court with my lawyer againts defective product selling and distributing process of Toshiba.
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.The response from Toshiba to my complaint is completely lacking in any commitment to customer service.  Furthermore, I believe their actions indicate a determined effort of a policy of false advertising. On the very same day that I placed my order with Toshiba, I also placed orders for goods online from [redacted] and [redacted]. I used my same credit card, with the same exact personal details because those details are my details. The orders from both [redacted] and [redacted] have already been delivered to me at the prices advertised.
1. If there was a problem with my credit card, Toshiba could have called me - as is stated in their policy.  I could have easily given them additional information or another credit card. (It is interesting to note that neither [redacted] nor [redacted] had problems with my credit card.  Surely these large online retailers have the systems in place to verify credit cards accurately).
2. Instead of calling me, Toshiba chose to cancel my order and then provide me a useless phone number that was unstaffed so it would be impossible for me to resolve any credit issues with my order.
3. When I called phone number provided that rung in an unstaffed office, I followed the voice mail instructions for contacting Toshiba personnel in an attempt to resolve any credit issues with my order.
4. After waiting on hold for over an hour, my call finally reached a Toshiba representative who could not/would not help me resolve the issue. 
5. From the many failures on Toshiba's part listed above, I believe it is clear that Toshiba had placed an arbitrary limit on the number of units they would sell at the advertised price, and when orders received within the legal time limit exceeded the number of units allocated by Toshiba, those orders were rejected solely to avoid meeting their advertised price commitment.
6. I believe Toshiba's actions are in direct conflict with [redacted] Truth in Advertising Law ]
Regards,
[redacted]

BB complaint # [redacted] filed by [redacted] needs to be redirected to Toshiba or [redacted]’s current extended warranty plan...

administrator, since Mr. [redacted] purchased his laptop in March 2013.  
 
[redacted] has not been a N.E.W. client since August 1, 2013.
 
Let me know if you have any questions.
 
Regards,
 
 
[redacted]
[redacted]  * [redacted]
* [redacted] ** [redacted] * [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their...

computer has already expired since 11/27/13.  As per the Standard Limited Warranty our customer has a 1 year limited period. 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 TAIS representative was in contact with the customer on 03/10/2014. TAIS has apologized for any inconvenience and has again offered to provide a warranty repair. The customer has declined the offer. The customer has sent the unit to the corporate office and this unit is now considered an abandoned...

unit.  At this time we consider this matter closed.

TAIS has sent the customer an email that needs to be completed in accordance to the warranty repair requested on 03/25/2014. Currently, we are waiting for the customer to ship computer to the repair depot.  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 the representative of Toshiba Direct on 12/16/2014 by phone, obtained the full credit card number and process the refund under [redacted]. At this time we consider this matter closed.