Toshiba America Information Systems Inc

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 advised our customer that this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call her to discuss about the replacement of her computer. Our customer agreed with that. 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.
Regards,
[redacted]
I WAS ON HOLD FOR 1 HOUR. THEY TOLD ME I WOULD HAVE TO PAY OVER 100.00 TO HAVE IT FIXED. OR PAY FOR A CD THAT WAS SUPPOSED TO COME WITH IT. I AM VERY UNHAPPY I THOUGHT THIS WAS A HIGH END COMPANY. SO I CAN'T AFORD TO HAVE IT REPAIRED  AND I CAN'T SEND THE COMPUTER THUR THE MAIL. IT'S AGAINST THE LAW. SO I ASUME I AM NOT GETTING ANY HELP FROM THEM. IT KEEPS GIVENING ME A NOTICE THAT SOME DRIVERS ARE MISSING. SO I GUESS I HAVE TO THROW THE COMPUTER IN THE TRASH. I PAID 320.00 FOR IT TO GO IN THE TRASH . I SHOULD HAVE WENT TO WALMART AND BUY A HP FOR THE SAME AMOUNT WHAT I PAID FOR JUNK. I WILL TELL FAMILY MEMBER AND FRIENDS. NOT TO BUY THERE THINGS FROM TOSHIBA. VERY UNHAPPY HERE IN PUERTO RICO.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that the email confirmation that was sent to our customer's email address was a system generated after the repair order was processed. All the procedures about the repair process was on the same email even the shipping and handling information and this is based on the Standard Limited Warranty of the unit. The Hardware repair process is part of the warranty of the unit which is our technical support representatives followed if they found out that the issue of the computer is not repairable after they performed troubleshooting over the phone. The Standard Limited Warranty stated;
TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS,DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THERESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.
What Are Your Obligations? You must retain proof of purchase showing price, date, location of purchase and Product description which may be required for warranty service. Toshiba strongly recommends you register your Product either during the initial start-up of the Product, or online at register.toshiba.com. Your failure to complete Product Registration will not diminish your rights under this Limited Warranty.Always keep a backup copy of the data on your Product before sending it in for repair and remove all confidential, proprietary or personal information. Also be sure to remove all accessories or peripherals. TOSHIBA IS NOT RESPONSIBLE AND FULLY DISCLAIMS ANY AND ALL LIABILITY FOR ANY ACCESSORIES SHIPPED WITH THE PRODUCT. If you authorize Toshiba to perform any services excluded under this Limited Warranty, you may pay standard repair fees for such work.
YOU MUST READ AND FOLLOW ALL SET-UP AND USAGE INSTRUCTIONS PROVIDEDWITH THE PRODUCT. IF YOU FAIL TO DO SO, THIS PRODUCT MAY BE DAMAGED ORMAY NOT FUNCTION PROPERLY, OR YOU MAY LOSE DATA OR SUSTAIN PERSONALINJURIES.

ATAIS representative was in contact with the customer on 02/03/2014. 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 steps on the web address listed above. A coupon for credit at Toshiba Direct.com  will be issued for the customer.  You can redeem the full value of this coupon for any single purchase at http://www.toshibadirect.com. Simply enter the coupon code and use this email address (YOUR EMAIL) at check-out. The code for Toshiba Direct can be used for any type of product offered on Toshiba Direct.  For a full refund, the customer would need to contact the reseller where the product was purchased to determine if the product is still within the return 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Toshiba did inform me by phone on June 2015- and I have a saved conversation of these calls- that the replaced parts will have a warranty of one year extending beyond the Laptop warranty which contradicts what they are stating right now that the replaced parts has 30 days warranty only!
During my calls with them last month, they contradicted their statements many times. One case manager said that only parts replaced after warranty expires has one year warranty while those replaced during warranty expire with the warranty expiration! Another said the replaced parts has no warranty at all! Obviously, they are inconsistent in their statements and they are breaching their original statements
We mainly agreed on June 2015 that parts has one year warranty beyond Laptop warranty. They clearly stated that the replaced parts will have one year warranty while the other parts' warranty will expire with the laptop warranty. This was in addition to an apologize for the poor quality repair and for receiving the laptop back from repair with frame loose!
I have contacted the technical support who confirmed that these issues are mostly related to repair and suggested that it is sent to their facility. I suggested to the customer relations that although I have saved conversation to prove my rights for replaced parts one year warranty, I'm willing to let the VIP technical check and decide if it is related to repair or defected/re-manufactured replaced parts, then they should repair and replace them. They refused my request and denied that the replaced parts warranty I was informed of earlier although I have supporting documents!
Now I need also to raise a complaint against the improper handling of my laptop. When I received the laptop with loose frame, they replaced the cover, the LCD and the frame and I wonder if they replaced the new parts with re-manufactured not a new parts! If that was the case, I should certainly have received a full refund, if not, I'd like to enforce the one year warranty of the replaced parts.
I'm ready to supply all documents supporting my claim. As I'm hearing impaired, I contacted Toshiba through relay and I have saved documents of most if not all conversations.
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.
they never mailed me the material I needed to mail them the faulty equipment ten months ago their miss communication with in their company and with me when I reached out isn't my fault iv been waiting for these item to mail them their things for repair and their only solution to me now is oh warranty expired in November my initial complaint was done march or April of 2013. since then ive had no laptop I paid 400 dollars for this p.c so I could do school work not for it to st on desk as a paper weight I should not have to come out of pocket any more for this company because they screwed up and lost my order information. if they couldn't see that I ordered shipping materials from them then they shouldn't of said oh you will get it by Wednesday after the initial ten days they stated it would take for me to get things passed. im very appalled by this company ad will never recommend nor use any of thier products from here on out ill rid my home of any Toshiba items. ]
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]
Please keep this complaint open until I have received my refund. Thank you.

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 understand that Toshiba considers the  matter solved after the second repair facility sorted my computer into working order. However, there is still the matter of the monies charged by the original repair facility for a repair that was not done. They did not repair the device - as is evident by the need for the second repair facility - and as such should never have charged me to do so. Any damage they found inside the device was done by the facility. They have gone the step of having the computer repaired, however they still need to reverse the false charge.
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.
When the laptop was first repaired and I got it back around April/May 2015, the frame was loose and cropping out of the screen. I complained about the poor repair and a full refund or full unit replacement! They said the policy covers only repair for any unit after 14 days of purchase and full replacement would only be possibly in case of full functionality. I protested saying that I no longer trust the repair or the parts since I get the laptop from repair in bad condition rather than purchasing a new laptop with defects.
They assured me that the repair and the replaced parts have their own warranty which covers one year warranty outside of the laptop warranty, hence the replaced parts (LCD screen, frame, cover and some other small parts should have a warranty till June 17, 2016 on contrary to their current claim. I accepted the repair on that basis even though I was very frustrated to have a new laptop with too many defected and replaced parts (screen LCD, frame, cover, battery and some related internal parts!)
Accordingly, they have not met the quality standards both in goods (defected laptop) nor repair (loose frame popping out of the screen) nor replacement parts (screen fades out unless pressing on the frame) nor their warranty statements (replaced parts and repair have their own warranty outside laptop warranty).
I have lost trust in their truthfulness and quality of goods and repair. I would like to ensure the laptop is repaired at the highest quality level and ensure a warranty of any replaced parts to ensure the replaced parts are not defected after all the issues I encountered with this purchase!
Regards,
[redacted]

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

computer has a Broken Screen which considered as a physical damaged that is not cover by the Standard Limited Warranty of the unit. The Standard Limited Warranty stated;
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.
Software support, fixes or replacement. Software, if any, distributed with the Product under the
Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you
during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,
non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba
manufacturers, suppliers or publishers may offer their own warranties.

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 had several discussions with someone named [redacted].
I have insisted that Toshiba give me a refund but they refuse.
I offered to accept a new laptop (different model of equal retail value) but they refused.
I have been offered a so called "buybacK" of the [redacted] for some low, but unspecified amount; I refused.
I have been called by someone named [redacted] on two occasions on Friday 04/11/14 but missed the calls and was repeatedly unable to complete a call to the number[redacted]) that appeared on my phone. Her last call included a message that she would call back in two business days.
I have not been contacted by anyone since that day(Friday 04/11/14).
I have attempted to call [redacted] several times since Friday 04/11/14 at [redacted]--Verizon message states: "Number changed, disconnected, or no longer in service".
I have not agreed to anything!
Regards,
[redacted]

Hello, my name is [redacted] and I filed a complaint against Toshiba.  Toshiba contacted me and agreed to refund my money.  Thank you for your help in resolving this matter.  You are...

the best!
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 TAIS representative was in contact with our customer on 01/24/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 01/09/2013. 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. Being as the replacement battery was purchased (01/21/2013) after the warranty had expired on (01/09/2013), the Toshiba product did fulfill the one year Standard Limited Warranty.  At this time we consider this matter closed.

A TAIS representative has made multiple attempts to contact our customer by telephone on the following 04/23/2014, 04/24/2014 and 04/25/2014 however, our customer has not returned any of correspondence requests. Our...

customer can contact us directly at [redacted]. At this time we consider this matter closed.

Revdex.com:This is true. However, they have already repaired this laptop twice. Therefore I have no expectation another repair will fix the matter. In discussion with the representative they also said that if they cannot repair it this time they will replace it. I want that noted, please. I would like the case closed once the problem is resolved, which it is not yet.
Regards,
[redacted]

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.   
I was contact by a service technician from Toshiba who removed the unwanted program free of charge.  I was happy with the outcome and consider this case regarding the [redacted] 365 program  complaint resolved.
Regards,
[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, our customer can contact Toshiba Repair Service phone number: (800)438-3910 or they can bring the computer 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 our...

customer. TAIS has apologized for the inconvenience. TAIS has advised our customer that we will go ahead and escalate his case over to our Order Desk Department for review of other options and evaluation, our customer agreed. This case was already forwarded to our Order Desk, 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 that we will provided a repair to his computer and we will send the unit to our Toshiba Engineer’s repair facility. TAIS has advised our customer that he will receive a free box that he can use to send the computer to our repair facility. Our customer agreed with that. 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 the records that we have was the first repair of the unit when it was still in warranty. Our customer called us last 11-23-2013 for the VGA port issue, he was able to speak...

with one of our technical support representative and they processed a depot repair for the computer. The unit was sent to our repair facility and our customer was quoted for the out of scope issue which is not cover by the standard limited warranty of the unit. Our customer was able to settle and authorized the payment for the repair of the issue and the unit was sent back to our customer repaired. As of now we cannot find any repair under our customer's computer. Our customer may contact the facility or repair where they processed the repair. At this time we consider this matter closed.