Toshiba America Information Systems Inc

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

customer
complaint. After doing a research TAIS found out that our customer’s unit was
already out of warranty since last 01/01/2015. However, TAIS has provided a onetime
repair for the unit and our customer was advised that the repair might take a
couple of month especially if the part to be replaced is LCD panel. According
to our customer he is willing to wait even if it takes a couple of month as
long as it's free. TAIS has processed the repair order and as of now the part
that is needed to be replaced is in backorder (LCD PANEL) and the estimated
delivery would be on 06/04/2015. 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 received the customer’s unit on Monday 5/05/2014 9:03am in our repair facility and when our technician diagnosed the computer they found out that is a physical damage, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility, 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.
since the 1st boot date was 6/13/14, what is the limited warranty on their laptop products?    1 hour limited warranty from boot date and time???
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has been in contact with our customer.
TAIS has advised our customer that our technical support supervisor will call him to discuss and perform troubleshooting to his computer to fix the issue. 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.
The business's response was not an offer of resolution. Only the same statement as I have received numerous times before from them.
The expected battery life should be more than one year and one month. The battery that was supplied with the laptop was defective. This laptop was only used occasionally and not everyday, the battery life should have exceeded one year and one month. I have previously supplied copies of all original purchase receipts and invoices to place the laptop in service with our company. Toshiba's response of the warranty period expiring is not valid as the battery for the product purchased was defective and conveniently one month out of warranty was this defect visible. I hereby request my case be escalated by Revdex.com for resolution. Toshiba has not provided any offers or resolutions to this issue.
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.#[redacted] Complaint Type: Business Complaint I need to respond more thoroughly to the Rejection of the Complaint by Toshiba on 08/21/2015 My husband called Toshiba Support and they told him it was REQUIRED that service was done over the phone. Toshiba Support then took over my husbands laptop remotely. Toshiba support then backed-up the external hard drive. My husband did NOT refuse to back it up. Toshiba backed it up. Toshiba thought it was a software problem. My husband did not think USB ports weren't working due to software problem. He told them he thought it was a hardware problem. Toshiba charged my husband $70.00 for the software service-reduced from $90.00 charge Toshiba wanted because my husband told Toshiba he did not think a software service was necessary. Toshiba took over the laptop for seven hours and did not fix a thing. Then Toshiba did a factory reset-meaning all information was wiped clean. That is why it was backed-up. So the information and files could be put back. Back-up was NEVER REFUSED. Then Toshiba charged $30.00 to have the laptop sent to them for examination. It was sent to find out why the USB ports did not work. Instead Toshiba told him he could have the hinges fixed for $70.00. My husband said he would pay $70.00 for the hinges, but the main problem was the USB ports. When my husband called to authorize repair of the hinges, Toshiba then finally addressed the USB ports (the main issue). Toshiba told my husband he would need a new motherboard which would cost $750.00. Of course, since we have a two year warranty and the hardware a/k/a motherboard stopped working after less than a year, it should be covered. Furthermore, they want to charge $750.00 for a part when the laptop cost about $500.00 new. My husband still wanted the hinges fixed, but was told the laptop would have to returned to him and the sent back to Toshiba!? Toshiba generously sent back the unfixed, broken laptop back to my husband free of charge.
Would like the 15.6 Satellite Toshiba laptop replaced or at the very least repaired for free. An apology for extremely poor customer service would also be nice.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS has informed our customer that physical and accidental damage is not covered under the Standard Limited Warranty of the computer. Our customer may contact Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair or they can go to any local Authorized Service Providers (ASPs) affiliated to Toshiba. 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 doing a research our customer's warranty for their...

computer has already expired on 11/30/14. And as per the Standard Limited Warranty our customer has a 1 year limited 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.

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.
Other than the fact that two computers I bought from Toshiba in December 2012 had SSD hard drive failures within the first few months of ownership, and that one of the computers had two SSD hard drive failures within 14 months of ownership, the fact of the matter is that the computer I received with the new SSD drive some time in late July or August 2013 allowed for a warranty on the new SSD hard drive of less than 5 months.  Many manufacturers provide 3 to 5 year warranties on their SSD drives, so why does Toshiba only allow for 5 months?   Toshiba should not be allowed to sell products in the United States if they refuse to stand behind products that don't even last a reasonable amount of time.
[redacted]

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 offered to send the computer to our Toshiba Engineers repair facility for them to check and diagnose the issue. TAIS has advised our customer that we will send a free box that she can use sending the unit going to our repair facility. Our customer agreed to that offer. 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 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 have received the replacement adapter. Thank you!!
Regards,
[redacted]

Replacement parts or products are warranted to be free from defects in materials and workmanship for
thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer. The warranty of the computer expired last 6/24/2015.Based on our system the last repair of the unit was made last  8/14/2015 and it was delivered to our customer 10/02/2015 and after that we no longer receive any response/report from our customer regarding to the last repair of his computer. After a year 9/24/2016 our customer contacted Toshiba stating about the issue of the computer. The unit troubleshot by our technical support representative and has been diagnosed a hardware issue, in this case our customer was advised that since the warranty of the unit was already expired they are now responsible for any repairs/and or technical assistance. Our customer was advised that they can contact Toshiba Repair Services at [redacted] for out of scope or out of warranty repair.

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.
Thank you very much for your assistance on this matter!!
Regards,
[redacted]

A Toshiba America information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS cannot find any details in our system using the customer information (name, email address, phone number). Our customer can contact Toshiba Repair customer service for more details about the repair that was done to his computer 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.
This is the exact discussion I had with Toshiba multiple times. I have been telling them that the laptop has been overheating after the error message about cooling system failing. They keep saying the broken screen is not related overheating which is exactly what I am disputing. I sent the laptop for repair and they fixed the cooling fan related problem and refused to fix the broken screen unless I pay $490. They have not even put any effort to do the required testing and confirm if a laptop screen can break because of overheating. After they fixed the cooling fan problem the laptop no longer overheats but the touch screen completely stopped working. My issue is not resolved and Toshiba has not made any good faith effort to resolve the issue
Regards,[redacted]

The recovery disc doesn't even work and it has been recommended that I take this to the Federal Trade Commissions.  You are not even reading my messages.
 
 Toshiba distributed the Portege m400 Tablet with Windows Vista (I have the COA on the back).  According to Microsoft licensing agreements they are supposed to provide a way to recover the operating system upon the sale of Windows.Toshiba has a way to order recovery discs online through their website; however, the recovery discs are for Windows XP (A downgrade from Vista).  Regardless, I ordered the XP discs, and they do not work.  The recovery discs Toshiba sells for this model have trouble recognizing the hard drive because they were never created to support Sata drives.  The discs were never compatible with the hardware in the laptop since Windows XP  does not natively support the Sata drive in this laptop upon install.  The recovery discs never functioned for anyone that bought them and were a scam from the beginning. Toshiba knows this and has probably conned thousands of people out of their money.  There are multiple forums, complaints, people using external floppy drives to hack the files in, and people slipstream hacking Windows XP just to try to get it to work with this hardware.  I demanded a refund from five representatives at Toshiba.  Toshiba said all sales were final, and that a refund w! ould not be given.  I want a functioning product or my $30 back.  Toshiba is knowingly violating Windows licensing agreements, selling fraudulent software, and scamming people out of their money.  A few complaint forums for this product can be seen at:
[redacted]
[redacted]
[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]

A Toshiba America Information System (TAIS) representative has been in contact with our customer.
TAIS has advised our customer that our technical support supervisor will call him to discuss and perform troubleshooting to his computer to fix the issue. Our customer agreed with that. TAIS technical support supervisor still calling the customer to set the time for troubleshooting to fix issue. 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 has informed our customer that the...

pre-paid shipping box for repair which cost $29.99 is non-refundable and under the Standard Limited Warranty (SLW), the labor and the parts that needed to be replaced and the shipment after the repair going back to our customer is free of charge. 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 mentioned that...

her computer is a refurbish unit and every refurbish unit from Toshiba has a 90day warranty from the day that they bought the computer however, the warranty already runs out. 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.