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.
I still have a complaint about this situation,, I have been waiting for 3 weeks for Toshiba to refund my money. They contacted me on 4/15/2914 and said my refund was processed and give it 2-5 business days, then on 4/22/2014 they say
they are "processing " my refund again...now as of today 4/28/2014 I still have not gotten my money (that they withdrew without permission or reason). They wont answer phone . But did admit they had no right to have taken their money to
begin with. Now, what do I have to do in order to get my money back ?? How do they do these things and get by with it ?? Very frustrated and mad !!! Thank you [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 have been having ongoing problems with my laptop since it was purchased in November 2013. It was an expensive, custom built model but I had issues with the hinges connecting the screen to the base from the beginning, which caused the screen to be loose/wobbily. After four onsite repairs between November 2014 and February 2015, the problems have only continued to progress. There is a screw that has fallen out of the base multiple times and the whole base is coming apart, the screen is still loose, the hinge is still loose and snapping, and now the LCD screen and the protective covering have come apart. I have contacted Toshiba at least 5 times in the last 2 months for the most recent issues, been told they would have someone come do the on-site repair that is part of the extended warranty and [redacted] I paid for but they have yet to actually come fix the issue. They claim the company called on me 3-30 but I have no missed calls or messages on that date and have not been contacted a single time since. They finally contacted me and worked on the computer ~ 04/09, but then Windows crashed 2 days later and system repair did not work. Toshiba said that they would replace the entire laptop due to all of the issues and that someone would contact me within in 2-3 business days. Nobody ever called back, so I called again on 04/14. They wanted to charge me a fee to get my files off the computer and I said no, I would rather have the hard drive removed so I could copy the files off because I have paid them a lot of money and it was their fault the computer wasn't working. I have called at least four times since requesting to have the hard drive removed by a technician because they said it would void my warranty if I did it myself and I don't think I should have to buy special screwdrivers to take a computer apart. Every time I call they say I have to talk to a different department that isn't open and doesn't have a direct phone number. I have still not had the unit repaired.
The technician needs to come take the hard drive out so I can get my files off the computer OR back up my files for me AT NO ADDITIONAL EXPENSE on top of the hundreds I paid for on-site [redacted]. Additionally, they need to actually replace the computer as they said they would over a month ago. I also think they should extend my warranty due to their continued failure to honor the warranty and leaving me without a working computer for nearly 2 months.
Regards,
[redacted]

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 manager representatives and was
informed that replace is not the option however they provided a repair for the
unit in accordance to the standard limited warranty of the computer and advised
that our technicians will diagnose the problem and have it repaired. The unit
was received in our facility last 04/06/2015 and currently the repair status of
the unit is waiting for the parts to be delivered. 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 called us last 05/08/14 he...

spoke to our technical support representative and our customer said that the TV media guide is not working however the phone support warranty of the customer is expired so that’s why he was asked to pay for that even though he’s still have a 1year standard limited warranty because the phone support is only valid for 90days upon purchased. But for the inconvenience our customer has experienced TAIS would like to offer a free support over the phone and our customer will be assist of our technical support specialist to diagnose what would be the issue and he only need to provide is the best time that we can contact him so it can be fixed as much as possible. If the customer has any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

A TAIS representative was in contact with our customer on 02/11/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 10/11/2013; per the customer informing TAIS of the purchase date of 10/11/2012.  Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” The customer has not called with any repair requests during the one year Standard Limited 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 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 TAIS representative was in contact with our customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer
that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has assisted the...

customer
by setting up the work order. Currently we are waiting for the customer to finish the survey and ship the unit to our repair facility. For a refund the
customer would need to contact directly the reseller where the product was purchased to determine if the product is still within the return policy time frame. 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 a
I rejected the offer, due to the fact that I was told I would have to pay $100.
This last response states my laptop was in warranty......so why would I have to pay anything. I purchased my laptop new, and there was no software that created the problem. I believe this is a gimmick to buy a warranty plan.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS)...

representative
has reviewed our customer complaint. After doing a research our customer was
able to spoke to one of our case managers and was informed that refund is not
the option in accordance to the Standard Limited Warranty (SLW) of the unit. However,
our customer was advised to send the unit to our depot repair facility to have
it diagnosed physically by our technicians. Our representative processed a
repair order and provided a free box that our customer can use to send her
computer going to our repair facility. Currently the box is in-transit going to
her location under [redacted] tracking number [redacted] (Estimated delivery Tues 5/19/2015 by 8:00pm). 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 purchased the laptop on 06/08/14 and on our system it shows the first boot date of the laptop was on 06/13/14 meaning to say, our customer turned on the computer 5 days after the purchase date so our customer has the opportunity to contact us to report or inform us about the issue and any physical or accidental damage is not covered by the standard limited warranty of his computer. At this time we consider this matter closed.

A TAIS representative was in contact with the customer on 03/06/2014. TAIS has apologized for any inconvenience. TAIS has informed the customer the shipping and handling is their responsibility in accordance to the Standard Limited Warranty in order to receive warranty repairs.  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's unit
considered as physical damage after the diagnosis of our technicians and in
accordance to the standard limited warranty of the unit any physical or
accidental damaged is not covered. Our customer can contact Toshiba Repair
Services at ###-###-####. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.
After doing a research TAIS found out that one of our representatives from order desk department has been in contact with our customer and they already have the agreement about a specific replacement computer. At this time we consider this matter closed.

A TAIS representative was in contact with our customer on 01/24/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 01/09/2013. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. (“Toshiba”)...

warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty 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.

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 matter is not closed. I now have to ship my laptop back and hope this time the repairs take. Please note, the information received was also not official ordered and received dates but rather an email that just had dates typed into them. I still find these suspect. 
Regards,
[redacted]

A TAIS representative has been in contact with the customer via email. This was a rep error; unfortunately, the order was too late to cancel.  The product was shipping and the Chat agent incorrectly advised the customer that they quantity could be changed.  On 2/12...

Toshiba Direct issued a return authorization  ([redacted]) and a pre-paid return shipping label, Fed Ex tracking # [redacted] so the customer can return the 2nd  mouse that they did not want. The return instructions and label were emailed to the customer. At this time we consider this matter closed.

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 01/12/2015, 01/13/2015; 01/14/2015...

however, our customer has not returned any of correspondence requests. 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.
Regards,
[redacted]
I waited on the telephone for one hour.  When a Toshiba rep did come to the telephone, that rep was not familiar my Toshiba product.  This was not a complex problem, for, when the Toshiba rep hung up the telephone, my son and I were able to diagnose the problem, without a Toshiba product manual in about 30 minutes.
I recognize that a Toshiba representative did apologize; I very much appreciate that.  Toshiba has agreed to investigate, BUT THEY HAVE NOT AGREED TO FIX THE PROBLEM.
You, the San Diego Revdex.com have been party to many successful settlements.  I WANT TO SETTLE THIS DISPUTE.  But there needs to be a FIX.  What do you the Revdex.com suggest?
Thank you.
     [redacted], [redacted], CO  81413

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 informed our customer about the shipping and handling fee in accordance to the Standard Limited Warranty in order to receive warranty repair and for the inconvenience, TAIS will be refunding the $24.95 for the second shipping fee that our customer paid for.

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

contact with our customer. TAIS 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 her case over to our Order Desk Department to send her new ac-adapter specifically designed for her computer, our customer agreed. If the customer has any questions or concern they may contact us at [redacted]. At this time we consider this matter closed.