Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS offered to our customer to send her...

computer for repair with free shipping so it can be fixed as much as possible. Unfortunately, our customer declined this offer, at this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates...

03/12/2015, 03/16/2015; 03/17/2015 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 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.
You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?
Thank you for listening to me and I appreciate the refunded difference.  I will continue to be a Toshiba customer.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been provided a free box...

when the repair order was created last 11/24/2014 that they can use sending the computer to our depot repair facility. And now our customer’s unit has been received of our depot repair center. 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.
While respondent answer is mostly accurate it is incomplete and does not address my complaint. I purchased this laptop with a one year warranty and it has had multiple defects which rendered it unusable as advertised since receipt. Warranty begins upon my receipt of laptop and Toshiba has proposed now three different warranty expiration dates. In fact I know exactly where this latest date came from which will further demonstrate the apparent unethical business culture in which this company operates. Since the computer has been defective since day one I agreed to send it back again for repair if the warranty is extended 90 days rather than send it back for refund (of which was inside the allowed window at time of request). Toshiba Customer Service verbally agreed but required me to call their Warranty & Registration Center.  The male that eventually answered that number would not allow me to speak to a representative without first providing proof of product registration. I registered online and since the computer does not work I could not retrieve this information. He then asked me when I purchased the computer and I told him late December but did not receive the unit until mid-January. He said he needed and exact date and I told him I did not know. When he persisted I restated I did not know but if it would get me to a warranty agent to just put the day after Christmas. The warranty agent was rude, refused to discuss the matter much less honor the Customer Service agreement to extend the warranty.
 
If my experience is typical, Toshiba may have  a scam going that is not only highly unethical but illegal. They advertise a functioning (custom built) unit with a full one year warranty laptop. They ship defective units using substandard parts they know have a high failure rate and arbitrarily set a warranty date that negates 20% or more of the covered period. By the time a customer sends it back for repairs 2-3 times it's still non functional and the warranty will be expired. Even the Toshiba Customer Service agent agreed with me and said there is a distinct pattern of customers sending new units back for repair only to receive them back with another defect that was unrelated initial repair stating!
 
The Laptop will be headed to the Toshiba repair facility tomorrow as agreed upon. All I am asking is a 90-day warranty extension which was also in the bargain. If Toshiba can restore the unit to "as new" condition using quality parts there will be no issues, no more returns and no additional expense to either party. All I want is the reassurance that this is not a shell game to keep the computer in transit to repair until the false/arbitrary warranty expires. The fact that Toshiba would oppose this more than fair compromise reaffirms my suspicions that this repair game is part of their business to defraud customers. 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager and they request another set of pictures of the computer to our customer so they can forward...

those pictures to our depot repair facility. Currently we are just waiting for the pictures from our customer and they are still investigating on the case. If our customer has any questions or concern they may contact at 855-674-3553.

Toshiba has provided me with return instructions and Fed Ex voucher, so I believe this case can be closed.
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Thank you for your assistance.
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Toshiba has provided me with return instructions and Fed Ex voucher, so I believe this case can be closed.
Thank you for your assistance.
Toshiba has provided me with return instructions and Fed Ex voucher, so I believe this case can be closed.
Thank you for your assistance.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has...

been contacted by one of our Toshiba representatives and has advised that the refund was already processed. 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 the original Operating System of the unit of our customer is Windows XP Tablet Edition 2005 and as per the Recovery Disc that he purchased from the website is also a Windows XP so therefore it’s the same Operating System. Please see the attachment for the detailed specification. At this time we considered 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.
This is NOT closed.  Toshiba may respond through the Revdex.com as I only accept written replies.  Toshiba has not attempted to contact me in any written format (either electronic or on paper).
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records of our...

customer's information on our system under the Name, Phone Number, and Email Address. If the customer has any questions and concerns they may contact Toshiba Technical Support at [redacted]. 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 received the customer’s unit...

on Monday 5/05/2014 9:03am in our repair facility with a physical damage, 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, 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 has determined that the physical damaged with our customers unit is out of scope of the warranty (out of scope meaning it is not covered under standard limited warranty). The cost of repair is now their responsibility; our customer can contact Toshiba Repair Service directly at ###-###-#### or they can bring the computer to an Authorized Service Provider, 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.
I have tried on multiple occasions to get Toshiba to honor their warranty of my BDX 3400.
- I have gone to their acclaim.toshiba.com website and they do not have a replacement available to me.
- They are willing to give me a credit of the amount I paid the retailer of the BDX3400 I purchachsed. My purchase price was $83.99. But, the closest product to what I purchased cost $299.99 from Toshiba Direct - I would have to pay the difference.
The product I purchased cost $83.99 and does not work. I feel that Toshiba should find me a suitable replacement to the BDX 3400 I purchased. I am not asking for a refund of money but that would also be an acceptable way to close this matter.
Attached is my proof of purchase; current cost of the BDX 3400 through the retailer I bought it from; printout from their Accliam website that shows no replacement is available; and, a printout from Toshiba.com that shows the only media box they have avaible is the BDX6400 which they charge $299.99 for.
I am very reasonalble. But, me paying additional money for a different produt does not seem like a reasonable offer from 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.I never declined the offer, I told multiple representatives that I felt that I should not have to pay for the return of the unit. I know that the broken connector did not contribute to the reason the unit will not power on. The battery was replaced the unit worked for a couple weeks even after the connector was broken the unit worked as a tablet (which is a selling/marketing point of the unit). I spoke to a rep. at Toshiba that told me to purchase the part from the depot and have it installed, I did. The unit worked fine then it stopped powering on. I agree that the unit gets power to both parts (the computer/top/monitor and the keyboard), but it will not come on. Another rep there told me that the unit has a lock on it and I had to send it in to have the lock removed. 
Again I do not understand how the broken connector is the cause of the unit not working. I had the computer examined by a professional who advised that the mother board was broken. 
I've attached a few really quick reviews for you, I feel that Toshiba understands that this laptop was inferior to other products manufactured by them which in my opinion is the reason for discontinuing this particular laptop. Your website has trouble shooting for the same issue... there are also complaints about the laptop's performance 
If this laptop was one that functioned properly, then "everything" about it would not have changed...
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.Have called and reached out via their acclaim.toshiba.com and am not offered a repair or replacement. This product is the only product I need or want and I have budget conserns to be aware of. 
Talked to [redacted] 12/30/15 at 10:50 am ref [redacted] and  [redacted] 1/6/16 at 11:20 am. Ref# [redacted] where she stated to process the RMA through the website and that I would be offered an exchange. The exchange option says unavailable and is grayed out. 
This again is for [redacted] serial number sn [redacted] purchased for $219.99 currently listed at [redacted] for $229.99 or [redacted] for $214.99. Looking for exchange, repair or a check for the purchase price. 
Thanks,
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
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.as of today12/06/2014 Toshiba has not returned but one call and I do not trust them to keep their word so I will be calling their corporate office everyday until they give me a solution. thanks for your help Revdex.com of San Diego and the case is not closed.
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. 
 
I never received a phone call or email. 
Regards,
[redacted]

Per Toshiba Direct:
The customer did place the order on 12/17 and the product was out of stock at that time they placed the order online.  The estimated shipping date, when the order was placed, was 1/10/14.  That date has been pushed back and is now listed as...

3/14/14. Toshiba Direct is currently waiting for inventory to fill this order.  As soon as inventory arrives, they will fill the orders that are currently backlogged. At this time we consider this matter closed.

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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 this case will be forwarded to our order desk department to
have his computer replaced. TAIS has advised our customer that one of the
representatives from order desk will call him within 1-2 business days to
discuss about the process of the replacement. If the customer has any questions
or concern they may contact us at ###-###-####. At this time we consider this
matter closed.