Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot...

find any records in our system under our customer's information Name, Phone Number, and Email Address, at this time we considered this matter closed.

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

that the original Operating System of the unit of our customer is Windows XP Tablet Edition 2005 and as per the Recovery Disc that he purchased from the website is also a Windows XP so therefore it’s the same Operating System. At this time we considered 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 experienced. TAIS has offered to perform a basic troubleshooting to his computer to diagnose what would be the issue and if our technical support supervisor found out that there is a hardware issue to his computer we will process to send it to our depot repair facility to have it fixed. Our customer agreed to that offer. If our customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 08/28/2014, 09/03/2014, and 09/04/2014 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.

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

has reviewed our customer complaint. After doing a research our
customer has been contacted by one of our corporate representatives and has
advised that his computer will be send to our Engineers to evaluate and
diagnose the issue. Our customer will be receiving to his email a return
shipping label that he can use sending the unit to our engineer’s repair
facility. Our customer will keep updated for any results of the diagnosis. 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
found out that our customer was offered to send the computer back to our Toshiba
engineers for rework in accordance to the standard limited warranty of the unit
and discuss the possible replacement if our Engineer’s found out that the unit
is unrepairable. Currently the shipping label already sent to our customer that
she can use sending back the unit to our Toshiba Engineers 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.
My complaint is not about the hinges. My complaint is about the ports and the fact that  Toshiba Repairs admitted we received the unit with "blue parts missing that were supposed to protect the USB ports. To say they were ruined due to misuse is to call me a liar. I don't know what these "blue parts" are. My complaint is that repair to the ports, which is hardware problem as $750.00, for a $500.00 laptop. Those  hardware issues should be covered under the two year warranty For a product to last six months is unconscionable. Please read the original complaint again, because Toshiba is just not getting it. It is about receiving a shoddy product and  rude customer service. We deserve an apology and a rebate of all money expended, and a comparable laptop replacement. I guess a large corporation can afford to offend and rip off customers. Furthermore, we are stuck with non-working USB ports..
Regards,
[redacted]

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

to one of our Corporate department representative and has informed that any physical or accidental damage on the computer is not covered under the Standard Limited Warranty (SLW) and that was the reason why our customer was referred to Toshiba Repair Services (TRS) because the computer’s warranty already expired and since the issue is not part of the warranty, the customer will shoulder the repair cost. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Based on our findings, our depot repair facility diagnosed the issue of the computer as physical damage which is not covered by the Standard Limited Warranty of the unit. Our...

customer can contact Toshiba Repair Services (TRS) at ###-###-####. At this time we consider this matter closed.

A TAIS representative has been in contact with the customer on 03/14/2014. TAIS has apologized for any inconvenience. The reversal for the charge was completed on 03/05/2014. The reference number for this credit is [redacted]. The time frame for the reversal to show in the...

customer‘s account depends on the banking establishment. 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 on 11/13/2014. And as per the Standard Limited Warranty our customer has a 1 year limited period.
How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited
Warranty Period”). The Limited Warranty Period for the rechargeable battery included with the
Product is one (1) year from the date of your purchase.
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.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After TAIS doing a research it appears that our customer complaint already escalated to our order...

desk and her computer was evaluated for replacement. Our customer has advised that the replacement unit was already released and it will be delivered. If the customer has any questions or concern they may contact us at 949-461-4321. 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 endorse to our order desk department to process a replacement battery for his unit. Our customer agreed with that. If the customer has any questions or 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 
This is not an acceptable response. Toshiba's warranty is worthless, the machine was defective and needed a new motherboard. Canceling the warranty after fixing a defective machine is not acceptable.
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 cannot use telephone support as I cannot hear. I have filed complaints with the FTC(#[redacted]), eConsumer.gov(#[redacted]) and the Justice Dept. Americans with Disabilities Act for discrimination(#[redacted]). I am sorry I bought this [redacted] computer. The matter is closed as far as the Revdex.com. I noticed Toshiba has an A+ rating with the Revdex.com, shame on the Revdex.com!
Regards,
[redacted]

A Toshiba America Information Systems...

(TAIS)
representative has reviewed our customer complaint. After doing a research our
customer was informed that the initial shipment in sending the laptop to Depot is
within their responsibility and in return, Toshiba will shoulder the labor cost
and the return shipment after the repair. TAIS authorized a free-box to our
customer as a one-time courtesy and they just need to complete the order in
depotgateway.[redacted] for them to receive the box. 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...

08/29/14, 09/02/14, and 09/03/14 however, our customer has not returned any of correspondence requests. If our customer has any questions 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 in our system under the customer's information Name, Phone Number, and Email Address. The customer may contact Toshiba Direct at the phone number ###-###-#### for more details, at this time we considered 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 has not resolve my complaint yet.  For your reference, details of the offer I reviewed appear below.
Today, June 19, I received a telephone call from Toshiba rep Lester. He confirmed my shipping address to send me the USB firmware and stated they were having issues (on their end) leaving me a voicemail to call them. He then called me a few minutes later and wanted me to try a reset on the TV. I advised him I would reset the TV when I return home tomorrow.
 
At this point, I'm hopeful the updated firmware and/or reset may resolve the problem. However, until either the firmware update/reset does solve the problem, I do NOT consider the matter closed. I am still curious why it took 4 months for Toshiba to attempt to solve my problem. After multiple broken promises to have their service technician come to my home to fix the set, why is it now "the solution" to troubleshoot "over the phone"?!!!
Regards,
[redacted]