Toshiba America Information Systems Inc

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has informed that the...

computer has a built in partition which they can use to create the full image of the operating system in a disc. Our customer has informed that 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 computer. Our customer has advised the recovery media is free however they need to pay for the shipping and handling. 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 purchased a Toshiba computer from NFM. The adaptor for the computer did not work. I called Toshiba's technical support. the agent told me they would send me a replacement part which was covered under my warranty. They told me they would need my credit card information in case I did not send the defective part back but that my card would not be charged. My card was immediately charged. When I called back in they apologized that I was misinformed, but assured me I would receive a credit as soon as the part was received. I sent the part back several weeks ago and still have not received a credit back to my account.
I would like a refund to my account for the $83 I was charged for my part. Additionally, I think it is unfair that in order for them to honor a defective product I have to repurchase it. They told me if it would have been my computer I would have had to pay for the cost of the computer again until the old one was sent back.
Regards,[redacted]

A TAIS representative has been in contact with our customer on 02/19/2014. TAIS has informed the customer that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has set up a work order for the customer and we’re currently...

waiting for the customer to finish the survey, pick the shipping option and ship the unit to our repair facility. 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.?Please see attachment regarding this claim.
Regards,
[redacted]

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 offered our customer a Visa Credit for the refund that she’s requesting and our customer agreed with that offer. TAIS advised our customer that with in 10 days she will receive the refund that she request and our customer agreed with that, our customer mentioned that she will wait for those refund in that timeframe TAIS provided. If our customer has any questions or concern they may contact us directly at [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.
I understand Toshiba's position and as I have explained to several people at Toshiba, no one in this house activated a password for the HDD. The laptop was working just fine when it was turned off one night, then when it was turned on the next morning the error occurred. According to the [redacted], there was a virus and it did something to the hard drive.  All I am asking is for someone to take responsibility and honor the warranty and protection plan that we paid for and replace the hard drive.
Regards,[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.
After doing a research TAIS cannot find any records under our customer information using ex (name, phone number, and email address) regarding to the issue of his T.V. If the customer can provide like any case I.D number they may contact us at 949-461-423, 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 would rather not close this item until the computer is fixed. At this point, Toshiba has just started the proper dialogue but nothing has been corrected yet.
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has advised our customer that we can...

process a Troubleshooting to diagnose what is the issue of his computer and as well to send it to our depot repair facility if there is any issue related to a hardware repair after the troubleshooting process however our customer declined the offer. TAIS has advised our customer that a refund is not part of the standard limited warranty of his computer. 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 computer is already out of warranty since 02/08/2013 so that’s why he was advised to contact Toshiba Repair Services to set up the repair and since our customer still experiencing some issue after the repair, TAIS will advised our customer that he needs to contact Toshiba Repair Services back to check what would be the problem since he paid for their service. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer was notified about the issue and the customer choose to cancel the order due to specifications and based on our Terms of Sales, we fulfilled our obligation. (Section 2 Paragraph 2) “Orders are not binding on TAIS unless accepted by TAIS. Acceptance of an order occurs when product ships. Acknowledgment of receipt of an order does not constitute acceptance of the order by TAIS. Product ordered may become unavailable due to product or parts shortages, discontinuance of product, or other reasons. In such event, TAIS will promptly notify Customer via email, if provided, or telephone.” 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.a notebook computer shipped to this firm for repair was lost in transit. I am asking for an additional $100 compensation for this company for the balance of my loss that was not reimbursed by [redacted]. Toshiba assigned an incident number [redacted]. this was done on January 27th of this year. Since then I have called at least once a week to track the progress of this claim. two months ago I was told that a payment would be made in eight to ten days. yesterday I was told that the payment is in process and would be sent to me in four to eight weeks. previously, I reported this problem to your Revdex.com # [redacted] which Toshiba ignored.
a refund of $100.
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 have attempted to call the number provided and the only option available was to leave a message. Which I did on 3/23/15 and there has been no return phone call. 
The serial number for the product is [redacted] and the order was placed under my wife's name Nichole Barnes. The item number is [redacted] if that is needed as well. I don't appreciate Toshiba just trying to push this case aside as if you do not have time to address this issue. I know Toshiba does a lot of business and makes a lot of money so I do not understand why you cannot help fix this tablet or issue a refund for something that cost less than  $200 when it is a manufacturer issue.
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.
Regards,
[redacted] 
Toshiba kept me waiting on my telephone line for one hour.  After one hour when the Toshiba technician did come on line, that Toshiba technician was not properly trained; that technician was not able to solve my problem.  Yet, after I hung up the phone and ended the call, within 30 minutes, my son and I were able, without adequate Toshiba directions, to solve our problem.
Yes, Toshiba did apologize.  I appreciated that apology, and, I accept their apology.  Now, they say that they will INVESTIGATE THE PROBLEM.  What they need to do is:  a) Investigate, b) find the root cause of the problem and c) solve the problem of hours of delay and an inability of Toshiba technicians to effectively help customers with a relatively simple problem.  When Toshiba FIXES THE PROBLEM OF LONG DELAYS, HOURS OF DELAYS, AND POOR TECHNICAL TRAINING, then, my grievance will be settled.
THIS GRIEVANCE IS NOT SETTLED.

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.TOSHIBA CALL ME AN OFFER ME TO FIX THE PROBLEM I ASK FOR REPLACES BECAUSE IN 10 MOTHS THE  COMPUTER HAS 2 PROBLEMS AFTER  2 MONTHS THE WARRANTY  EXPIRED IF I HAVE A PROBLEM  WHAT I HAVE TO DO THROW $400.00 IN THE GARBAGE
Regards,
[redacted]

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

outside the warranty and in accordance of the Standard Limited Warranty of the computer seeing as the customer has exceeded the warranty period they are now responsible for any/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 escalated this case to our Order Desk to send him the newer Firmware stick w/ free of charge.  When the new firmware has delivered to our customer one of the case managers will assist him to help him out how to update it to his T.V. 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.
More rhetoric from Toshiba? Yes the representative told me there were no guarantees for the service, my issue is they hardly provided any service.  I declined recovery assistance because I could not get a hold of a representative and THE REP NEVER RETURNED MY CALL!  So when it came down to it....no return calls, extremely long hold times, being disconnected, etc.  I just had to give up and ask for a refund.  Then the time period expired.  How convenient is that?  More sneakiness on the part of Toshiba.  Lets see, they get people to pay for customer service and put a time frame on that, then they make themselves unavailable or make it very inconvenient for the customer to follow up, then time runs out.  What a scam!  Why do the reps tell you they will return your call, like this [redacted] did, and never call back?  That is crappy customer service.  They can simply look at their phone records and multiple emails to see how often I called and tried to contact them, how long I was on hold, and how often I just gave up and hung up.  Of course Toshiba won't admit that their customer service sucks because they would have to admit wrong doing and have to pay me a mere $70, which would really make a difference in their overall earnings. 
Yes at this time the matter is closed.  Please take note of this Revdex.com, someday someone will investigate this legality of this practice.
Regards,
[redacted]

[redacted]
 
[redacted]
 
The complaint was filed against the Toshiba Authorized Service Provider named [redacted]
Their contact information is [redacted] Technology Service
[redacted]...

[redacted]

Revdex.com:
I am unable to reach Toshiba at the number they provided. They can reach me at any of the multiple contact methods they have previously used throughout this inquiry. Consistently, they have called from a number that I cannot call back, including once leaving a voicemail with no call-back information. When I answer the call, it disconnects immediately. I am furious with their unavailability.
Regards,
[redacted]
[redacted]