Toshiba America Information Systems Inc

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s T.V is already out of the standard limited warranty because according to our customer they bought the T.V last 2007 and the warranty only covers a 1year standard service. This is the information for Owners of 2005 DLP Televisions. Toshiba is committed to customer service and continuously improving the quality of its products. It has come to our attention that the lamp life of some lamps in a limited number of 2005 DLP television models and serial number ranges may be less than our expectation. As part of our ongoing commitment to customer service, Toshiba is extending the warranty on the originally-installed lamp in those particular 2005 DLP television models and serial number ranges for one additional year (for a total warranty period of two years for the originally-installed lamp) to enable customers with those televisions to obtain a new and improved lamp free of charge if the originally-installed lamp fails. However, we determined the DLP television model # [redacted] is not qualified for these extend warranty. 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.
Toshiba held my laptop for over 1 month with no response to numerous requests for status. While Toshiba admits unit was under warranty they had me pay to ship the unit back for repair (had to pay almost $25 for shipping and insurance).  To date, no explanation has been made why I had to go over 1 month without my laptop, why I have not been reimbursed for the shipping charges, and why my warranty has not been extended for at least 1 month while not in use. Toshiba did not even make an effort to repair my unit or get back to me until I filed my complaint with the Revdex.com. There initial excuse (made the day after I filed my Revdex.com complaint) was that the part needed to repair my unit was on back order yet somehow my  laptop was repaired and shipped out the very next day. Toshiba treats their customers very poorly and should not be allowed to get away with their total disregard and disrespect to their customers.
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 computer was not physically damaged by me. Due to manufacturing default the screws came out despite never having been tampered with, creating pressure on the hinges which caused them to break and cause further damage inside. The machine has not been tampered with, altered, dropped, abused or mishandled in any way by myself or anyone else that has used it in my home.  The screw is so small and deep into the laptop that I don't even own a tool that would make it accessible for me. Toshiba is clearly refusing to take responsibility for a defect that was THEIR fault and in doing this refusing to provide the services that should be fully covered under their 1 year warranty.  
Regards,
[redacted]

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

informed that in accordance to the Standard Limited Warranty any physical and accidental damage is not covered under it. Therefore, our customer is responsible now for the repair cost of the unit that they have. At this time we consider this matter closed.

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 process a send her a new battery, 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.

A TAIS representative was in contact with the customer on 02/27/2014. TAIS has apologized for any inconvenience and has provided to the customer a rework for the unit in accordance with the warranty. The customer has received the courtesy box via Fed Ex tracking number [redacted] Currently the unit has been assigned to a technician and is in repairs.  For a complete refund the customer would need to contact Toshiba Direct (the reseller) to determine if the unit is within the return policy time frame. Any extended warranty would need to be purchased by contacting the warranty dept at [redacted]. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has...

experience. Our customer’s choose to keep the computer and accepted the credit we have issued for compensation for the typographical error on the specifications. 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.
[Toshiba has informed us that there is physical damage on the unit caused by the customer and is therefore not under warranty. However, when we spoke to their representative in May and explained that this unit has never been powered since being opened due to the faulty power fitting, and that all we did was try to plug it in, they agreed that it was likely not due to customer damage. They agreed to look into the matter further to determine if it was damaged during packing at the plant, shipping, etc. We have not heard back from them, and after repeated attempts now to follow this up we keep getting the same response that the damage was caused by us. At this point we have received conflicting and inconsistent customer service, and have found no way to use a brand new tablet purchased from Toshiba. As a large and reputable company, we are surprised that Toshiba is taking the stance that their faulty new product does not work due to unproven customer damage and not some other reason. We wish to be given proof that this damage was caused by us and not at the Toshiba manufacturing plant, their shipping company, or storage at Staples; this proof should be what determines warranty coverage as this $300 product is useless in its current state.]
Regards,
[redacted]

A TAIS Representative has been in contact with the customer, Customer has sent the NB to depot on 3/31/2014 and paid for the shipping, TAIS informed...

the customer about the warranty coverage and explained that Inbound Shipping is not part of it, Customer accepted the explanation. At this time we consider this matter closed.

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 [redacted] Credit for the refund that she’s requesting and our customer agreed with that offer. 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.
They have not responded to any of the details in my complaint.  They have not told me what was wrong with my computer, what parts were replaced, if any, or why it took more than one month even though they charged me extra and promised to expedite the process.  Their response is simply that I can send the computer in to the repair depot ... which gave me terrible service the first time.  They are not offering to replace the computer (that option does not come up on the warranty page).  They are not offering a refund.  They are not even offering to refund me the $29.99 I paid for expedited service.  They are offering nothing here, so no, I am not satisfied with the response. 
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted of our corporate department and provided the information about the updates of her computer. 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 
 
Warranties apply to normal products, NOT defective products. Based on what I have reported that the over heating issue was from day one and not being informed of a recall of certain batteries, how is Toshiba sure that my batch was also defective?
Is Toshiba not concerned about a possible safety issue? Are they not interested in getting my defective battery and test it in their lab to be sure more are not affected beyond the recall? I have offered to send it to you Toshiba for verification.  At this point I would rather buy a [redacted] computer than invest into another Toshiba battery if safety is not of any importance to 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.
Regards,
[redacted]
Company Message:
“A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing our research TAIS found out that the Television Model #
46L5200U did not find any defects or part defects based on the Standards of the
unit not unless Toshiba notify our customer regarding to this issue.”
My response:
In regard to
the (TAIS) research, I checked Consumer Reports to see their thoughts on this
matter. The good news- This model has not been tested by Consumer Reports. The
Bad news is only one review by a customer and yes they specifically complained
about the LED back light issue for this model. Moreover, they said the unit will
not last more than 5 years which has been my experience
at 2.5 years before lights out.
Now, if you hadn’t read all the negative customer complaints
from the links that was provided for review or the testing from CNET then maybe
the only customer review on Consumer Reports will help you reconsider a favorable
action.
In other words, (TAIS) can say the sky is black but the
facts from customer reviews and satisfaction say otherwise and sales is just a
matrix of consumer satisfaction about quality. I was at [redacted] yesterday
looking for a new TV where I bought the last TV which was a Toshiba and the
sales associate said that he had only one Toshiba TV on shelf before being
discontinued. I asked why, he said the issues with the brand name and that they
have additional cost when products are returned.
If you have any doubts, have your beloved (TAIS) folks call [redacted]
for their opinion at:
[redacted]
[redacted]
 
Now, I know all products made by Toshiba are not bad
products however when you have one model that is not in compliance with the “Standards of the unit” then you need
to take action to protect the company name brand.
In closure,
your thoughts on this matter is appreciated. Can your (TAIS) folks explain why
all the negative reviews or why [redacted] decided to stop selling your products?
I wish I was a board member during your next sales meeting, I could for sure
show how to retain a customer and increase sales without incurring excessive production
cost.
[redacted]
 
[redacted]

A TAIS representative was in contact with the customer on 02/27/2014. TAIS has apologized for any inconvenience. TAIS has offered to provide the customer with a one-time goodwill battery for the unit. The customer has accepted and the order desk will be sending out the battery via UPS. 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 computer was out of warranty since 05/11/2014 however, TAIS has been provided and process a [redacted] repair last 06/23/2014 as a onetime courtesy repair for our customer's unit and it was shipped back repaired last 07/15/2014 under FedEx tracking number. 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 System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer did not provide the proof of purchased that our warranty department requesting for them to be able to register the unit and proceed to the repair. Our warranty department cannot rely on the sticker of the T.V because it shows the manufactured date was last Nov. 2009. At this time we consider this matter closed.

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 warranty coverage of her unit. TAIS has offered a VIP repair as a onetime courtesy so we can send the computer to our Toshiba Engineer’s to have it diagnose and fix the issue. Our customer declined the offer because she mentioned that she already shoulder the repair cost. If the customer has any questions or concern she may contact us at ###-###-####.

A Toshiba America information Systems (TAIS)
representative...

has reviewed our customer complaint. After doing a research TAIS
found out that our customer has been contacted by one of our representatives
from our order desk department and processed a replacement, however the one the
our customer received has some issues with the keys and our representative will
set up a VIP repair for the unit and it will send to our Toshiba engineers to have
it repaired. At this time we consider this matter closed.

Per Toshiba Direct:;The customer purchased a lamp from Toshiba Direct on order #[redacted] back in January. The customer contacted Toshiba Direct and being as he is outside of the return period, but within the warranty period, the customer was transferred to Acclaim. If the customer has any questions concerning this issue, they would want to contact Acclaim via email at www.acclaim.toshiba.com or by phone at ###-###-####. At this time we consider this matter closed.