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.
As per your response, I am attaching the following documentation to you to support my complaint for your information and review:
Letter to Toshiba dated December 11, 2013
Letter to Toshiba dated January 22, 2015
Email Communication from Tos1hba Repair Services dated October 27, 2014, December 2, 2014 and January 12, 2015
Shipping Confirmation/Receipt of Computer from Tiger Direct dated May 14, 2013
Please be advised that it is now well over 3 months and the Toshiba Repair Center still cannot find the parts to repair their computer.  Dealing with Toshiba has been nothing less then a nightmare.  They do not respond to letters and they continue not to accept any responsibility for their products.  I believe my letters outline my frustration with this company.
I would greatly appreciate any help you could offer in this matter.  If you need any additional information, I would be more tan happy to oblige.
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,
Stanley Simpson
 
The Toshiba Admiin has been in contact with me and asked me to wait until Monday to give him time to work out a solution in getting the product operational.  He said that he has contacted the engineer department to see if they could just replace the multidrive with another one that is operational but has not gotten a response in from them in that regards which doesn't make sense to him or me from a company that makes a product.  He asked me to give him until Monday to see if the tech support could down load a program to get my multi drive to operate as it should.  I said okay, and he also stated that if that does not work he will assist in processing my claim for reimbursement on the item but mentioned that I would have to pay to have the drive shipped back to them.  I wholeheartedly disagree with that and I told him so because the drive never worked and the drama that I have been subjected to in dealing with Toshiba regarding this product that never worked.  I feel  they (Toshiba) should send me a prepaid shipping label to cover the cost of shipping the item back to them as well as reimburse me the cost of the drive.  Toshiba can simply reimburse me the cost and I just discard the dive since it is not operational anyway.  Nevertheless, I should not be made to pay to ship the item back to them.  This has been an ordeal to say the least, however, as stated I will give the administrator until Monday as requested to see if he can work something out to get the multi drive working.  Thank you I look forward to some amicable solution and regret the steps that Toshiba forced me to make in dealing with them over the last couple of months regarding this issue.  Sincerely, [redacted]

A Toshiba America Information System (TAIS) representative has been in contact with our customer.
TAIS apologized for the inconvenience our customer has experience. TAIS offered a free box so that our customer can send their unit at no charge to our Depot for diagnostics and repair of the 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 been in contact with our customer. TAIS has advised our customer that...

we can send her computer to our Toshiba Engineers Repair Facility for them to check and diagnose the unit. Our customer agreed to that. If the customer has any questions or concern they may contact as at ###-###-####. At this time we consider this matter closed.

A TAIS representative was in contact with our customer on 02/24/2014. TAIS has assisted the customer by sending them a box and a shipping label so they can send their unit into our special evaluation team for diagnostics of the computer at no charge to our customer. TAIS has informed the customer...

that depending on the outcome of the diagnostics the customer may be charged if a repair is needed, if a charge is necessary for the repair we’ll discuss this with the customer prior to any repairs so the customer has the choice whether to have the unit repaired or shipped back to them unrepaired.
Currently we’re waiting for the customers unit to be delivered to us. For a refund/exchange the customer would need to contact directly the reseller where the unit was purchased to determine if the unit is still within the return/exchange policy time frame.  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 agreed to wait the additional days for Toshiba to review my computer. I do not consider this to be completely resolved. I have purchased a defective  computer and have been without a computer since 5/24/14.  I have no choice but to wait!  Toshiba has not offered to send me a loaner in the meantime. They have made no commitment to me regarding my defective computer. 
At  this  time I thank the Revdex.com for at least getting me return call from Toshiba as well as a name and phone number.  And I wait for Toshiba to hopefully stand by there product.
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.So I first submit my complain on 08/14/2014,case # [redacted] I will past here the original complain, it took more than one month to get an answer from Revdex.com, but unfortunately in that time I was unavailable to answer any email ( life's issue that can happen to everybody :( ) after that time I was trying to contact Toshiba on their provided number and always a voice mail and nobody get back to me, Now I return back to my school and still suffering with the same problem, and I hope I can find a way to fix this issue, Thanks for everybody will help. This is my original complain: No repair quality, bad customer service, and I'm required to pay for my operating system and drivers which I suppose to have to run my machine Lately I post my problem in the Toshiba forum, with the hope to get a solution, but unfortunately, I didn't get nothing, tried to call again to talk to a supervisor, and customer representative hang up on me, he has been very very rude to me, which hurting a lot to be treated like a trash like that. here I will paste a copy of my post from the forum which describe the situation. NEED HELP for my System Recovery Since I bought this Toshiba laptop, and I am just in trouble and can not find any real kind of help. first problem was that my wifi disconnect by it self every time (like each 5min). I went to best buy where I bought it for change or return but it was 17 days after purchase and they said I have to deal with the manufacturer. ok, I had to pay for the shipping and send it to toshiba to be fixed, and after 1 week I got my laptop back and the problem is still there, even they stat that they replace something, I think it was the wifi adapter. I don't want more headache and to keep pay for shipping for no reason, I gave up and decide to use a USB network adapter ( Which I don't like to have all the time in my "NEW" computer). My problem now is that I need to format my hard drive and make 2 or 3 partitions, so to do that I will need to have a copy
Please explain to me why you have to force me to pay for something That suppose to be with the laptop you sold me to be working. I did choose this laptop because of the large HDD, and now I want to make more partitions ( real not virtual), which I have to do for a school reason (I am preparing for my A+ now). why whenever I try to call the customer support I get hard time, some don't even understand what I am talking about, and others just ask me to pay online if I want to get it. I am posting here because I hope somebody who care really about customers and know what mean giving a good customer service can see my post and give some help, I need help please because as I said I am a full time student without job for now, and I can not pay for that because I don't have the money and also because I suppose to have those tools so your product can work for me. I invest already more than $700 for buying this machine, paid shipping to fix the wifi problem ( and not fixed), paid to buy usb adap
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS would like to inform our customer that this was a typographical error and we cannot honor to upgrade to 750GB hard drive based on the email disclaimer. This model has since been discontinued and is no longer available. At this time we consider this matter closed.
Disclaimer in marketing emails:
1 Satellite® C50-AST2NX2 laptops only $399.99 after $120 instant savings and $30 online coupon code DDC50S626. Limited coupon available (100). Offer ends 6/26/14, 11:59 pm EST. Offer available online only. Limit 1 per customer. Exclude resellers.8 Save up to $50 off Microsoft Office (Office Professional 2013) with the laptop purchase. Offer ends 6/30/14, 11:59 pm ET. Limit 5 per order. Excludes resellers.
Limit 5 per offer per customer unless otherwise noted. Not responsible for typographical, technical, or descriptive errors of products herein. Offers available while supplies last. Prices are subject to change. Products described on this e-mail are only available to residents of the United States of America.


© 2014. All rights reserved. Toshiba, Satellite, Qosmio, Kira and Portégé are trademarks of Toshiba America Information Systems, Inc. and/or Toshiba Corporation. Other logos and trademarks are the property of their respective owners. Subject to change without notice.Toshiba America Information Systems
9740 Irvine Boulevard, Irvine, CA, 92618-1697, USA

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 company has done nothing to acknowledge the lack of customer service I received during the time to attempt to rectify the situation. Toshiba has made no efforts to accommodate the situation . While I understand the complaint was made outside the date of the warranty, the problems occurred during the warranty ]
Regards,[redacted]

A TAIS representative has been in contact with our customer. The first time the customer called into TAIS for assistance was 07/29/2013; a repair was set up the same day. Per our standard limited warranty it states the component(s) replaced have a 30 day guarantee after the repair has been...

completed. The customer went ahead and completed the questionnaire for the service work order on 08/17/2013 and shipped the unit into us on 08/17/203. The unit was tested with the hard drive and keyboard being replaced and passing all tests shipping back to the customer and received on 09/03/2013. A work order was set up for the customer on 10/03/2013 with no response from the customer. The last work order was set up on 11/17/2013 with the repair being set up on the same day. The motherboard was replaced and the unit was delivered back to the customer on 12/21/2013. A rework for the unit would have needed to have been set up before 01/21/2014. Being as the warranty expired in 08/2013 and the last repair was in 12/2013 the customer is responsibility for any technical assistance or any further repairs. It is stated in the Standard Limited Warranty, Toshiba is not responsible for any loss of software or personal information. 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 TAIS found out that our customer was able to speak with one of our case managers and has explained that refund is not the option in accordance to the standard limited...

warranty. Our representative has offered to send the unit to our VIP repair facility to have the fixed and to be evaluated by our engineers. However our customer declined the offer.

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

computer hasn’t process any troubleshooting procedure by our toshiba technical support department and our customer has advised that under the standard limited warranty of her computer we can send the unit going to our depot repair facility to diagnose the issue and have it fixed. However our customer declined that option. TAIS has advised our customer that we cannot process a refund or replacement for 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 below.I have not received any calls or voicemails from this company.  They claim to have tried to contact me in September but did not respond to the fact that I contacted them on October 27 at the number provided in their response.  They keep transferring me to others and say that they will call me within one to two days.  I waited five days and there still had not been a returned call to me regarding this claim so I rejected their response.  I use only a cell phone and it is with me at all times and I am not in an area where there is no service.  I just want this issue resolved.  This has been over four months ongoing and it needs to be resolved.
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 physical damage was not the reason for the computer not powering on.  I agree that the connector was broken. I was advised by a Toshiba employee that I could purchase the part at the National parts depot and have it installed at my expense. The part that I am referencing did not affect the use of the computer. The highlight of the product is that it is a laptop and tablet in one. The part that was broken prohibited me from using the keyboard only it is no longer broken. The functions of the laptop were not affected. I told each employee that I spoke to that the issue is that the unit will not power on and has had the same issue since I purchased it. 
Regards,
[redacted]

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 Corporate Representative and his computer sent to our repair facility to have diagnose and fix the issue. At this time we consider this matter closed.

Hi [redacted],
 
This complainant is dissatisfied...

with Toshiba [redacted]. Can you have this complaint redirected and filed against Toshiba [redacted] please? They are not N.E.W.’s customer.
 
Thanks,
 
 
[redacted], Senior Compliance Coordinator
[redacted]      
[redacted]
[redacted] * [redacted]
[redacted] * [redacted] * [redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.
After doing a research our customer has been contacted of one of our case manager/ level2 technician supervisor performed troubleshooting. And after the process the issue was resolve, at this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS will reach out our customer and someone will call her from our Advance Software Support Department to explain what was done to her computer and also to delete what is the viruses that the customer claims infecting her computer, our customer just need to provide the time and date as well as the best phone number that they can reach her. 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 cannot find any records in our
system using the customer information (name, address, phone number, and email
address). Our customer can contact our technical support department at
###-###-####, 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’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. They can visit pcrepair.toshiba.com to locate any nearest authorized service provider. At this time we consider this matter closed.