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.
Repairman was here today and installed a new circuit board; still will now work. He will return again after he gets a different part. I will not settle until everything works the way it should. If it isn't fixed this next time we still will demand our money back and they can have there TV back. I can provide a copy of the original invoice. if needed.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s concern was already...

settled since Toshiba Direct where the customer purchased the laptop provided our customer a Return Material Authorization (RMA) for them to return the unit to Toshiba Direct. If our customer has any questions or concerns in returning the unit back they may contact Toshiba Direct Customer Relations Center at ###-###-####. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has been in contact with our customer.
TAIS has advised our customer that we will provide a brand new replacement computer and this case was already forwarded to our order desk department. 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...

11/10/14, 11/11/14, and 11/12/4 however, our customer has not returned any of correspondence requests. If the customer has any questions and concern they may contact us at 949-461-4321. 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.In my response to you I had indicated that we were satisfied although we had reservations and I would let you know if indeed we were taken care of. We are not. Today a repairman from Modern TV & Electronics was here and replaced a part and the TV worked even worse that before, he called Toshiba and they told him that they would try to come up with a fix and would contact us within two days on a fix. The repairman put the old part back in and left. I am willing to bet that Toshiba will not get back to us because that has been told us three months ago. These people can’t even provide a workable replacement part. I am now demanding our money back; these people have caused my wife and I three months of grief and at 70 years old we can’t take any more.  
Regards,
[redacted]

A
Toshiba America Information Systems (TAIS) Representative has reviewed our
customer’s...

complaint. After doing a research, we have determined that the
physical condition of the laptop that our customer reported to us is considered
to be beyond the warranty coverage of the computer and a refund is not an
option however Toshiba is inclined to set up a rework for the customer in
accordance to the standard limited warranty of the unit. 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]

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that the issue is...

not covered by the standard limited warranty of her computer due to physical damage. Our customer can contact Toshiba repair services to schedule a repair 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.
Telling me nothing will be done definitely does not solve the issue. The problem still stands that I hold a defective piece of merchandise. After doing some research of my own, I now know that this is a common issue with Toshiba laptops, leading me to believe the company is using cheap parts in their products to make the most money off their customers. This is not the way to run a business; satisfying your customers needs, and providing a quality product, will in turn yield not only repeat business, but word of mouth advertising. As of right now, the only thing I am telling people is to avoid Toshiba, a company that does not back up its own product, own up to to its own warranties, or care about customer satisfaction in the least.
I again request a solution on Toshiba's behalf; a second chance if you will, to comply with what should have been rightfully offered in the first place. I would like a refund, in full or in part, from having to waste my time on what should have been such a simple matter, and a new bracket, with the offer of installing it free of charge to me at a local repair shop, or one sent to me directly, and I will preform the repair myself, I am more than capable of that.
Thank-you in advance for your further consideration of this matter,
[redacted]

A TAIS representative was in contact with the customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer the depot
repairs everything or nothing. TAIS has resent the box to the customer but has explained the hinges are Out of Scope of the warranty (out of scope meaning this is not covered under the Standard Limited warranty). The customer will get a quote on the price to fix the broken hinge plus the technician may not fix the HDD until the hinge is fixed to avoid causing further damage. If the customer has any questions he may contact us directly at [redacted]. At this time we
consider this matter closed.

According to their e-mail to me, the account #[redacted]  and order # [redacted].  I copy and pasted the actual e-mail from them and attached it to this message.  I had provided this info in the original complaint.  I suppose Toshiba is going to say they have no record of doing business with me.  Please encourage them to hurry with a resolution, I'm in nursing school and really need a laptop.

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 morning I received an email in regards to the repairs for my laptop... the repairs are the same price as the laptop!!!!  I know this is a hard drive issue that crashed because I replaced the hard drive with a different one and the laptop worked just fine with no problems what so ever.  I have no idea what Toshiba is trying to pull but this is a "lemon" issue.  They sold me a faulty laptop and will not replace the bad hard drive which was faulty from the start!  I had this laptop for 7 months and it crashed!  This should have never happened especially since there was NO THIRD PARTY software installed and it was used only a handful of times.  I rarely left my laptop bag.  I paid $199 for the laptop.. they want $206 to repair it.  FOR A HARD DRIVE!!!!!  They also sold me a recovery usb that failed because it has a BAD hard drive.  All I want is a new hard drive installed, nothing more, nothing less.  Otherwise... refund my money so I can purchase a new laptop.
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 informed our customer that this case
will be forwarded to our Order Desk Department and they are the one who will
provide the replacement for his unit. TAIS has advised our customer that he
will receive a call from one of their representatives to discuss the process of
replacement. If 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’s complaint. After doing a research our
customer can file a claim on our website at [redacted] or they may
contact them 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 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]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer computer warranty runs out for about 2 years so that TAIS are unable to authorize any repair. Our customer can contact Toshiba Repair Services telephone number [redacted] to set up a repair for those computers which is out of warranty, and the issue was reported 2 years after the unit was purchased, that is to long for TAIS to support or to provide the application for that issue. 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's warranty for their...

computer has already expired since 07/13/2014.  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.

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.
They are trying to pretend they already had resolved the issue before my complaint. They hadn't. The complaint simply got them to return my phone calls. They then FedExd my laptop several days after my initial complaint to my home which I am not at because I have moved back onto college campus. I then had to wait another 2 days before I saw my laptop.
 
Number one (1) the laptop was returned with scratches that weren't present at the time of shipping nearly TWO MONTHS ago. 
Number two (2) The computer is now slower and freezes at the "Toshiba: Leading Innovation" screen when I close it so it hibernates and upon start-up consistently 
Number three (3) there was another problem that occurred when you switched accounts where the screen turned black and then gave an error message. I told [redacted] about it and then packaged a picture with my first shipment. That picture is attached here.
 
I called prior to the weekend and my receival of the laptop, and during this past weekend. I expected a call back today but didn't receive one. 
Additionally, I asked for documentation of when parts were ordered and when those parts were received so I could ascertain what could have possibly taken 2 months to complete a repair. Right now, it looks like my laptop was forgotten and then manhandled in the 2 months it was out of my care. This is absolutely ridiculous. 
Regards,
[redacted]

A TAIS representative was in contact with our customer on 01/22/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/2013 “How Long Does the Standard Limited 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 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. I must add that I am very pleased with Toshiba's company and I hope they can repair my system. I am sure I will continue to recommend Toshiba's products to many people I know. As I explained to Toshiba it is very difficult for a college student to spend hundreds of dollars on another laptop when I took great care of the one I own. 
Regards,
[redacted]
 
P.S. Thank you Revdex.com for helping me contact their office.