Toshiba America Information Systems Inc

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 the refund is not the option, however TAIS has offered to perform troubleshooting over the phone. Our customer agreed and accepted the offer. TAIS has performed troubleshooting, diagnosed the issue and downloaded some driver to determine the issue of the unit. TAIS has advised our customer that in any case they experience the same issue the unit will be send to our repair facility to check it physically in accordance to the standard limited warranty of the unit. 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. TAIS has made multiple attempts to contact our...

customer by telephone however, the customer has not returned any of correspondence requests however, TAIS will going to process a full refund for that amount the our customer paid for the support. 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 ***, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yes, the 3rd person I talked I did tell I had no more time, as my child was waking up and I only had 10 minutes.  However prior to that person I spoke to two different technicians who walked me through various troubleshooting tips.  I spent more than an hour total on the phone, with no help to my problem.  The issue was each person had me doing the same thing. My brother who does computer repairs has told me that there is nothing that can be done for the USB ports over the phone, they need to be replaced.  I was trying to find out how to send my computer in under warranty, and everyone wanted to just simply walk me through things that will not help.  It needs to be repaired.
Regards,
*** ***

Per Toshiba Direct: The order was delayed due to a build delay and a Customs issue in China.  We spoke with the customer on 1/10 and offered a $25 credit for the delay on the order, which the customer accepted.  The laptop was delivered on 1/14 and signed for. Unfortunately, this...

delay was outside of our control and we continued to notify the customers as updates became available. 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 do not agree at all this matter ia closed or that a replacement could not be an option.  i called Tristar today, February 3 2013, and the parts are still on back order:  This matter would not even be discussed had the laptop been fixed correctly the first time.  It is going on ovwr two months of a non working laptop and over two weeks awaiting parts on back order to be fixed.  I doubt I will be reimbursed for internet service I cannot use since I do not have my laptop, or the gas to constantly use a computer elsewhere, or internet cafes, or etc.  This is a company not standing behind their warranty and nonrepair.
 
Regards,
[redacted]

A TAIS representative was in contact with the customer on 01/02/2014. TAIS has apologized for any inconvenience and has provided a warranty repair for the customer with the unit being delivered back to the customer with the repair completed via Fed Ex tracking number [redacted]. The unit was...

delivered back to the customer on 01/13/2014. For any replacement of the product the customer would need to contact the reseller to determine if the product is still within the time frame for a replacement. 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 am not at all satisfied with toshiba's response. As stated in my original complaint, I followed their standard warranty procedures, and waited three weeks. They only fixed 1 of the 3 problems that were clearly stated, and they caused one of the issues to be worse. Their original follow up solution was that I go through the waiting process again. It was their mistake and their incompetence. They have acknowledged that there are local authorized service providers, but that I would have to pay for the services (after aknowledging that it is their mistakes). This is unacceptable. I've been on the phone with them for hours, wasting more time without a working product that I paid a lot of money for. They recently told me the only thing they can do is sort of expedite the process, meaning I might have my laptop back in 2 weeks. They sold me a lemon product and are following it up with lemon service. The windows 7 pro is not free, I paid for it with my original purchase from toshiba, they failed to give me the back up CDs originally and again after my laptop was sent in for warranty repairs. The only response I will genuinely accept is a speedy local repair paid for by them. My preferred solution is a fully refunded return, as I am sickened that my hard earned money was given to a bad business, with bad products, bad service and terrible customer care.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has offered a free box to our customer so she can send her computer to our depot repair facility to have it diagnosed and the issue will be fixed. 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 System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our...

system using customer information. If our customer can provide like a case I.D number when the last time she called our technical support department they may contact us 949-431-4321. At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has been contacted our customer. Unfortunately, our customer was not available and he preferred to...

contact him via email. However TAIS would like to inform our customer that after doing a research we need to perform or process a basic troubleshooting over the phone so we can diagnose what is the main issue why his computer screen/display is completely pixelated. TAIS would like to know what would be the best time and date that we can do that process. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

A TAIS representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and 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 informed our
customer that we have reviewed his complaint and after doing a research we
found out that his computer was repaired by our [redacted] repair facility and it is
in-transit going to his location under FedEx tracking number [redacted] and
estimated delivery (Tues 04/21/2105 by 4:30pm). TAIS has advised our customer
that gives us a call in case he will receive the unit with any issues or
problem. 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 America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our representative from our software department ([redacted]) has made multiple attempts to contact our customer by telephone however our customer has not...

returned any of correspondence requests. Our customer can always contact our technical and software department at ###-###-#### or ###-###-####. 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 laptop has no additional software loaded on it. I brought up the system exactly the way I have purchased it. [redacted] remoted in and verified there are no software issues. Any software that is on this computer was placed there by Toshiba. It is very disappointing that Toshiba's only interest is in selling Support plans for computers that are still covered under factory warranty.
Regards,
[redacted]

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 her case will be forwarded to our order desk department to
have her computer replaced TAIS has advised our customer that one of the
representatives from order desk will call her within 1-2 business days to
discuss about the process of the replacement. 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 reason that I am rejecting this offer is because I want
this to remain open until I get my computer back and have time to inspect it, due
to the fact that last time my laptop went in for a simple repair at a different
repair facility came back damaged. There are only two reasons that I accepted
that offer. One of those reasons were that they did not provide me with an
alternative choice, except for rejecting the offer and parting ways. And the
second reason was that it was going to be sent to a different repair facility,
(which was close to my home, I am not sure why they didn’t send it there for
the first repair). When I started this process, the original case managers that
I talked to said that they would provide the best “options” for me to resolve this matter. I already knew what
was going to happen and have told the case managers that I worked with that
sending it back for repair would not be something that I would accept.  Fast forward to over a month later, having 5
case managers, a supervisor (who does not take calls), and a depot manager, the
repair facility in [redacted] finally responded and the case manager that I spoke
to told me that the only option you
have is to send it right back to the repair depot, (who lost my computer for a
month and damaged it). Really?! No way was I going to accept that offer. I
rejected that offer and the case manager told me there is nothing else that he
can do but to keep that option available open for a short time in case I
changed my mind and hung up the phone. Wow really?! Great customer service you
have Toshiba. Then about a week later, I was able to talk to [redacted], the Revdex.com coordinator
for Toshiba and ultimately came to an agreement to send the computer to a
different repair facility, which still does not make me happy. It is not fair
that I or anyone else dealing with Toshiba has to go through this ridiculous
process of having to call Toshiba countless times to get a problem that Toshiba
and its repair depot in [redacted] caused, due to negligence, solved. And it is apparently impossible to get a hold
of anyone at their corporate office. The have a ton of people that work at
their corporate office and no one can take a call about a serious matter?
Really?! Are they afraid of talking to me or anyone else that has serious
problems that they caused or are they just so arrogant that they do not feel sympathy
for anyone? I would love to know from someone high up at Toshiba or TAIS, if they
think that my situation and how they treat other people is acceptable in any
way. I will give the repair facility a chance, but honestly, I should not have
to, due to Toshiba breaking promises and my trust so many times before and
kicking me to the curb repeatedly. 
Regards,
[redacted]

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

spoke to one of our case managers and they processed a re-authorization order to be able to send the computer back to our depot repair facility to diagnose and check physically what would be the issue. Our representative processed a free box that our customer can use to send the computer going to our depot repair 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.
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 would like toshiba to provide me with 2 items 
 
1. a written diagnosis explaining how they diagnosed the issue with my computer.
 
2. . a detailed report on what measures toshiba had taken to repair my computer.
Regards,
[redacted]

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 04/16/2014, 04/17/204 and 04/18/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at [redacted]. At this time we...

consider this matter closed until we hear back from the customer.