Toshiba America Information Systems Inc

A TAIS representative was in contact with our customer on 02/10/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 2/14/2008, according to the information given by the customer as the TV was purchased 02/14/2007. 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.

A TAIS representative has made multiple attempts to contact our customer by telephone 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.
This was not damage on my part. This is a defective case that resulted from the repair done on the left side of the case in May. I have been very careful and observant with the laptop because I was afraid of more defects. As soon as I noticed that the right side was starting to come apart, I took it to [redacted] in hopes it was simply a screw. The tech immediately knew what the problem was and stated that it is a defective case and was covered under warranty.
I did NOTHING to this laptop to cause this problem. It is a defect in the case and I don't think that I or my extended warranty should have to pay for something that is a defective product.
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our depot repair facility found out that there is a physical damaged on the unit, which is not covered by the standard limited warranty. The cost of the repair is now our customer responsibility, our customer can contact Toshiba Repair Service phone number: (800)438-3910 or they can bring that to an Authorized Service Provider, at this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has been in contact with ourcustomer. TAIS has apologized for the inconvenience our customer hasexperienced. TAIS has informed our customer that we can process a repair forhis both computer under the Standard Limited Warranty of...

the unit. TAIS processeda repair and advised our customer that he will received a box that he can useto send his computer to our Toshiba Engineers facility. Our customer agreed tothat. Advised our customer if he has any questions or concern they may contactus at 949-461-4321. At this time we consider this matter closed.

A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the process to receive a coupon code for a replacement product on www.toshibadirect.com.The customer has stated to Tech Support he would like to destroy the hard drive and still get a replacement but in accordance with the standard limited warranty, that will void the warranty and we need to receive the defective item in order to process the exchange. TAIS does understand the position of the customer but for an exchange to happen , the customer would need to adhere to the exchange policy.  At this time we consider this matter closed.

TAIS already provided options for the customer to have the laptop repaired, unfortunately our customer choose to opt in for a refund from the retailer ([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 has informed our customer that physical and accidental damage is not covered by the standard limited warranty of the computer. Our customer can contact Toshiba repair service at ###-###-#### to schedule a repair so the issue would be fixed, 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 has advised to send his unit to our depot repair facility to diagnose and fix the issue and under the standard limited warranty of the computer our customer will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or provider. Our customer can contact our Toshiba technical support department at ###-###-#### to process a repair. 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 this case will be forwarded to our order desk department to process a replacement for his computer. 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 complaint. After doing a research TAIS...

cannot find any records of our customer on our system under the Name, Phone Number, Email Address, and Address. If our customer has any questions or concerns 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.My laptop has been a laptop since the day I purchased it, first the screen started to go bad, then the hard drive crashed. after a serious dispute between myself and Toshiba (Revdex.com as a mediator), Toshiba agreed to fix my laptop, admitting it was a bad hard drive. I got my laptop back, then not even two months later the hard drive crashed again! I wanted to take a look at the hard drive and upon inspection all they did was install a REFURBISHED hard drive in my laptop!!! My screen was never fixed and now... the whole thing will not turn on at all!!! This laptop should have been replaced because it was faulty since the day I purchased it.
Desired Resolution:
Replacement
I want my laptop replaced. The laptop have NEVER worked properly and instead of installing a new hard drive they installed a refurbished one, one that already had issues and was fixed. Not a guaranteed fix.
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer already spoke to one of our...

representatives from corporate and her issue has been taken care of, at this time we consider this matter closed.

A TAIS representative was in contact with our customer on 02/04/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 02/16/2011. 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.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.
After doing a research our customer has advised to send his computer to our depot repair facility to diagnosed and check the computer physically by our technician. However, our customer declined that option. TAIS has informed our customer that physical and accidental damage is not covered by the standard limited warranty of the computer. Our customer can contact Toshiba repair service at ###-###-#### to schedule a repair so the issue would be fixed, 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 did receive a call from the Toshiba Rep ([redacted]), last Wednesday morning. He informed me of Toshiba's intention to correct this issue by offering me a replacement but no details were discussed. [redacted] just passed on the information and informed me that another Rep would be calling me in the next day, or two, to discuss the details. I neither accepted nor rejected the offer as there was no specific offer made to me to resolve the problem. As of this note, I have received no additional contact from Toshiba regarding their intentions.
Regards,
[redacted]

A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid...

proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the process to receive a coupon code for a replacement product on www.toshibadirect.com.The customer has stated to Tech Support he would like to destroy the hard drive and still get a replacement but in accordance with the standard limited warranty, that will void the warranty and we need to receive the defective item in order to process the exchange.  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...

we are waiting for the customer to send in the unit to our depot for the rework. 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. The warranty is showing an expiration of 12/26/2014, which is one year after the unit, had been shipped to the customer. At this time we consider this matter closed.

A TAIS representative has been in contact with the customer. Currently TAIS is waiting for the customer to fax a picture of the damaged box the unit was delivered in. When the picture is received TAIS will contact the customer and discuss any options. The customer may contact us directly 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.I was...

not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. 
Regards,
[redacted]
I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. 
I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty..