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.
We declined the offer of the business for the following reasons: !) they offered the price of the computer itself ($1049.99). However we had more expenses that were not related to any wrong doing from our part: $96.24 was the tax, and $19.99 was the shipment. Also when we had to send the computer to the depot, the company charged us $29.99 Shipping.  2) Regarding the accessories: A. the mouse, $5.45 was sent to the depot with the computer and is not in our possession; B. the other two items can be sent back to Toshiba (if they provide a shipping label) or we will deduct the cost of $14.54. The attached files include the original invoice.
In short, the company cannot ignore the expenses that they made us go through.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has advised our customer since he mentioned that he...

bought his computer last June 2013 he still have 1 month before it will expire and we can still send it to our depot for repair as long as he can provide a Proof of Purchase to our warranty department to register his computer. If our customer has any questions or concern they may contact us directly at 949-461-4321. At this time we consider this matter closed.

A TAIS representative was in contact with our customer on 02/26/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order with the engineers for diagnostics and repair in accordance to the warranty. Currently TAIS is waiting for the delivery of the unit via Fed Ex tracking number ([redacted]) to our engineers,( Estimated Delivery: Tues.03/04/2014 by 4:30 P.M. ). For a refund or exchange, the customer would need to contact directly the reseller (Toshiba Direct) where the unit was originally purchased to determine if the unit is still within the return/exchange time frame. If the customer would like to contact Toshiba Direct they may call ###-###-####. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has informed our customer that her computer is still in the status of Quality check audit and ready to ship. TAIS has advised our customer that once they received the computer came from our repair facility then she experienced the same issue or problem she can contact us and we will proceed to the next step which is replacement. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

A TAIS representative was in contact with the customer on 12/31/2013. TAIS has apologized for any inconvenience and had sent the customer a courtesy box and shipping label for the unit to be sent to our Engineering Department for diagnostics. The customer was advised if they find that the NB is...

repairable they will repair it but if for any reason they cannot repair the unit, then we will contact her with other options. The customer was sent the box and shipping label on 12/31/2013 but the customer did not send in the unit for any diagnostics.  For any kind of a replacement /refund, the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the refund/replacement time frame. If the customer would like to send in the unit for the diagnostics, 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.Once again, Toshiba America Information Systems (TAIS) failed to apologize for the extremely poor quality of customer support I have received, nor did they offer me any piece of mind in this matter. The case manager I spoke with informed me that the Toshiba Engineers repair would take 7-10 business days including shipping time. Excluding Memorial Day and weekends, it has now been out of my hands for 17 business days (since May 20), and according to the Toshiba Engineers website, the unit is still "in work" and has still not yet been shipped, so it will still be several more business days before the unit is returned to me, more than double the amount of time the case manager informed me of. Because of this, I am also requesting that the unit's standard limited warranty ([redacted]) be extended to allow for the time they have taken the unit out of my hands above their own time table. If I were to have received the computer in 10 business days as I was informed, I would have received it on June 3, with 64 days remaining on the unit's [redacted]. As such, I find it only appropriate and hereby request the unit's [redacted] be extended to 64 days from the date that the unit has arrived back at my home.
Let me once again reiterate the inexcusable quality of support that TAIS has provided me in this matter and the continued misinformation that I have been provided by their representatives, supervisors, and case managers. Their refusal to offer a formal apology and/or provide me with a working computer or refund demonstrates shameful business practices that consumers should be made aware of.
Regards,
[redacted]

Had a computer for 5 months. The screen stopped working. So I sent it to Toshiba, which cost $30. However the cost to fix the computer was greater than the replacement cost so they just didn't fix it. The warranty was worse than worthless. It cost money!

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.
Dear Revdex.com:
I can acknowledge that Toshiba temporarily repaired the laptop twice, but clearly a defective product such as my Toshiba unit cannot be satisfactorily restored for any significant length of time. The repair dates noted by them are approximately correct, but they do NOT include my initial complaint within three weeks of purchase because of a defective keyboard which I reported. Indeed the tech person online suggested that I return the unit by mail and simply do without it until reviewed by Toshiba. As in the subsequent cases of alleged repairs I needed the use of the computer and delayed sending the laptop for repair but I also had no use of it for weeks on end beginning in late 2012.
 I even took the unit to a local computer repair store, that sought in-warranty payment if they would repair the unit, but they ([redacted] in [redacted]) were advised by Toshiba that it had to be repaired by their own center in Indiana, so more delays in having a functional laptop made by Toshiba.
 In between repairs and difficulties with the Toshiba Satellite I purchased various software packages, including Microsoft Windows and Office 2010 and Norton 360, etc., all of which were lost each time the hard drive died and was allegedly repaired. This required reloading the programs, but Microsoft for example refused to let me download a fourth time, so within 17 months of buying a new Toshiba laptop Satellite it has cost me the original purchase price, the loss of Hundreds of dollars of purchased software, many weeks of unavailability of the laptop, and significant loss of personal documents and photos, etc.
Please consider this complaint entirely active and it will be pursued as necessary. The remarkable fact is also that I used the system only moderately, and it was the source of so much distress because of its defects. Your cooperation is appreciated.
[redacted]

A Toshiba America Information Systems (TAIS) representative has contacted our customer. TAIS has apologized for the...

inconvenience our customer has experienced. TAIS has informed our customer that we will send her computer to our VIP repair to have it repaired for free. TAIS has advised our customer that she will receive a box that she can use sending the computer to our Toshiba Engineers repair facility. 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.
I was never given a case ID and as stated in my original complaint I was even hung up on.  I never received a call back from a supervisor to get additional information in regards to my issues either.   How am I supposed to come up with a case ID when all I received was the "run around" and flat out poor customer service?   I have attached pictures of the TV so you can see what I have had to deal with.
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 don't know what TAIS is and don't have any knowledge of a TAIS calling me. If TAIS is Toshiba then if they called I never received a voicemail or a missed call indicator. I have had a couple of calls from Revdex.com but have missed those. The two voice messages I received said, in both cases, they call back in one hour. Call never came that I was aware of. 
 
I will call the TAIS number
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer...

complaint. After doing a research TAIS found out that our customer’s computer still in warranty and in accordance of the Standard Limited Warranty of the unit;
 
What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,
misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,
power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service
providers, use outside of the environmental or operating parameters, or use with incompatible third
party products.
Service of Product on which the TOSHIBA label or logo, rating label or serial number have been
defaced or removed.
Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded
or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/
installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement
of covers, plastics, or appearance parts such as interior or exterior finishes or trim.
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.
I know the warranty ran out at 13 months....a month after the end of the warranty.  Still, I think this company should stand by their products and provide new replacement parts, refurbished parts are not acceptable because there are these parts are not completely sound.  I have tried to type on my emails only to have the cursor skip around the document.  This is not the behavior that is to be trusted and therefore, my emails take twice as long to prepare before sending. 
I will not be [redacted]ing another Toshiba product in the future.  Companies that don't stand by their products cannot possibly expect to stay in business. 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers and they processed a VIP repair for the computer. The unit has arrived in our VIP repair...

facility last 10/30/2015 and currently the unit is under repair by our Toshiba Engineers. If our customer has any questions or concern they may contact us at 855-674-3553. 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.
The computer is under warranty, they sent me pictures that does not show the type of damage that is stated in their reason for neglecting their responsibility. I think it is a scam because I know that I did not put a usb port in the wrong way and damage the port like they said. It clearly this was a poorly made machine. Then to offer to repair the laptop for over 400 dollars when the whole machine cost less than 300 is appalling.   Toshiba needs to step up to the plate and fix the item that they warranted.   Do they not care about their customer?  This is something that the world needs to know, Toshiba will not honor there customers warranty's!!!!!!!
Regards,
[redacted]

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

computer is already out of warranty since 08/15/2013 so that TAIS are unable to authorize a repair and specially a replacement. Our customer can contact Toshiba Repair Services at ###-###-#### to set up a repair for the computer which is out of warranty. 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 neither...

the serial number of the unit on our system under our customer’s information. Our customer may contact our Technical Support department at ###-###-#### for further assistance of the unit’s issue/s. At this time we consider this matter closed.

A Toshiba America Information Systems...

(TAIS)
representative has reviewed our customer complaint. After doing research our
customer was able to speak with one of our case managers and was informed that
the issue of the laptop is beyond the Standard Limited Warranty coverage. The
customer will need to shoulder the cost of the repair by taking the unit to an
Authorized Service Provider (ASP) or calling Toshiba Repair Services (TRS) ###-###-####.
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 advised our customer
that this case will be forwarded to our Technical support Department and she will
be receiving a call from one of our Technical support representatives for them
to perform troubleshooting over the phone to diagnose and fix the issue of the 
unit. Our customer agreed to that. If the customer has any questions or
concern they may contact us at ###-###-####, at this time we consider this
matter closed.

A Toshiba Am[redacted]a Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS...

cannot find any records of our customer under the Name, Address, Phone Number, and Email Address. If our customer has any concern regarding the rebate they may refer to the store which is [redacted] where the unit was purchased. At this time we consider this matter closed.