Toshiba America Information Systems Inc

A TAIS representative was in contact with the customer on 01/27/2014. TAIS has apologized for any inconvenience. The rebate was received on 11/11/2013 and was approved on 11/16/2013. The $50.00 VISA prepaid card was sent to the customer on 01/28/2014. The card should arrive in approximately 3-4 weeks depending on mail distribution. Again if there has been any miscommunication or any inconvenience, we do apologize for this. Rebates are handled through the center and if the customer has any other questions he may contact the Rebate Center at 1-888-221-4317. 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 offered to send...

a free box with pre-paid shipping so our customer can send the laptop in for repair. Our customer accepted our offer.  If the customer has any questions or concern they may contact us at [redacted]. At this time we consider the matter closed.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint.
After doing a research TAIS found out that one of our representatives from order desk department has been in contact with our customer and they already provided a replacement for the customer’s computer. 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 able to speak to one of our case managers and has offered a $100.00 check for refund due to the lost shipment. Our customer agreed and accepted the offer. TAIS has advised our customer that it will be process within 7-10 business days. At this time we consider this matter closed.

A TAIS representative was in contact with the customer on 01/13/2014. TAIS has apologized for any inconvenience. Under the terms and conditions of the bundle tech support, it is stated: Any Service provided is not refundable due to data loss, or any hardware or software failures that could result...

from this Service. Solution that are involving obtaining recovery media or parts to resolve the issue are considered valid solutions and will not be eligible for a refund of Services purchased. No refund will be granted for purchases of the Services for support. For a refund/return of the purchase of the unit (SATELLITE P875), that would need to be directed to the reseller where the unit was originally purchased. It would be determined if the unit is still within the refund/return timeframe. At this time we consider this matter closed.

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

complaint was already forwarded to our order desk department and our customer was already contacted of one of our representative in order desk and discuss about the replacement of their computer, at this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. Upon checking on the given information on the complaint of our customer, we did not see any records or documents for the particular issue. For more information you may visit...

[redacted] or call our Technical Support department at ###-###-#### so that we can address your concern further. 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.
It amazes me that you would only respond after you think that the issue has been resolved. I filled out the survey only to have incomplete. It is still going to be weeks before I will able to send in my computer for repairs.  The total lack of customer service is a tremendous example I how toshiba regards the consumer public. I will be happy now if I could just get my computer replaced.  Apparently this is not an option because no one care to go the extra mile to assist some one who purchased their product. Instead everyone prefers to hide behind red tape and not have to actually perform their duties, which is serving their customer. This entire process has devolved into the most inane scenario. Please toshiba, look at this case and fix this problem in a satisfactory fashion. Just because you don't have to resolve this issue in a way that would make this easier on me, doesn't mean you shouldn't. I deserve to be treated with respect and I find that no one is in agreement with this mentality at this business. Toshiba you need to get your act together. You may have gotten my money this time, but you will never get it again unless I see some serious changes in your self serving policies when dealing with your customers. Seeing now how you run your business only serves to illustrate why my brand new computer would break so quickly and effectively. 
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 spoke to one of our case manager representatives and
was advised that we can send the unit to our Toshiba Engineers facility for them
to check and physically diagnose the computer. Our customer was informed that
the refund is not the option and what we do is to support the computer in
accordance to the Standard Limited Warranty ([redacted]) of the unit. TAIS has
provided a free box that our customer can use to send their unit to our
engineer’s facility. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that when our customer contacted our technical support department last 6/14/2015 they already found out that the issue was hardware related, they were...

advised our customer to back up all he’s files before they send it to our depot repair facility, however our customer wasn’t able to do that and that’s why he was referred to our [redacted] department which is a fee base support. Our customer was transferred to our [redacted] department who handled software issues which is a fee base support, our customer supported to back up all his files and run diagnosis to the computer. The unit was diagnosed and they processed a depot repair order under repair order number [redacted], we received the unit at the repair location last 7/13/2015 with the Damage LCD Cover & Hinges, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). Our customer was quoted for the total amount of $70.56 for the repair that is not covered by the Standard Limited Warranty (SLW) of the unit, however our customer declined to pay for the quoted amount and the unit was returned to our customer unrepaired. In accordance to the Warranty any damage that was caused by misuse, mishandling, accidental or otherwise is not covered under the Standard Limited Warranty.  At this time, we consider this matter closed.

A TAIS representative has been in contact with the customer on 02/13/2014. TAIS has apologized for any inconvenience and has provided the customer a repair in accordance to the warranty. The customer will be receiving the box to ship in the unit via Fed Ex tracking number [redacted]....

Estimated delivery: Tues 2/18/2014 by 8:00 pm Burlington, MA. At this time we consider this matter closed.

A TAIS representative has been in contact with our customer.  A TAIS representative has told our customer that we have reviewed the case and apologize for any inconveniences. TAIS and our...

customer have agreed to have the product repaired and diagnose the problem. At this time we consider the 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 technician on the phone updated the driver of my Internet card, and as I discussed with him, and also with his supervisor, this was not what solved the problem at all. He updated it because there was a newer version, and he did it because he wanted to, not because it was necessary. This same technician acknowledged that the issue was with the card that only admitted a router configuration of 54 Mbps. If he would have changed the parameters without having updated the Internet Card, it would have worked exactly the same.
 
Again, this was not a software issue. The driver update was done unnecessarily, and without being asked for it.
 
This is unacceptable and I should have my money refunded.
Regards,
[redacted]

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

file a claim for that if they experiencing problem or if the unit is not working they can visit [redacted] 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] 
 
To be clear, I 'accept' this step they are taking.  I simply want a record here showing that if this next step does not resolve the problem, I was advised the next step would be to replace the computer with a new one.  I did let Marc, the representative I am working with know that for me, this is not a 'closed' case until we are sure the computer is fixed without any more setbacks or I am given the new computer.  Hopefully, Marc will understand and recall my reasoning for this sort of reply.  The case will be 'closed' once the situation is 100% resolved.  Right now, we are simply taking the next step. That is not a resolution as of yet.
 
Thank you.

A TAIS representative was in contact with the customer on 01/16/2014. TAIS has apologized for any inconvenience and  has provided the customer with the USPS tracking number [redacted] for the delivery. Expected Delivery Date: January 15, 2014. 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.
Just spoke to your Toshiba customer service and he mentioned that there is no more portable hard drive opposes to what you suggested. Seems that you have access to this order, I'd like you to ship a 2TB Toshiba Canvio Basic 3.0 which you said it is available.
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has been in contact with our customer.
TAIS has advised our customer to endorse her to our technical support department so they can double check what was done to her computer however, our customer declined the offer, TAIS has informed our customer that our technical support department has the access how to review and resolve the issue and our customer already provided a free support even though her computer is out of warranty. 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]

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 made it clear to everyone involved in my complaint to the manufacturer's customer service center that sending my "out of box" defective product back for repair and loss of use for that period of time.... is totally unacceptable!  Their own remote analysis concluded the defect existed.  The defective component is independent of all basic computer functions and allows me basic continued product use without interruption if only they would ship me a replacement item with return shipping label for return if the defective item.  Since this defect obviously existed at time if purchase and is fully covered by warranty why should I be denied product use for an extended/undetermined time as a result of a manufacturer's off the shelf defective product?  This manufacture's application if its own product warranty (in my case) renders it practically useless!  I respectfully request my remedy and resolution be honored in full.  In the past decade I've had a total of seven of this manufactures' products in my home.  Must this end?  
  
Regards,
[redacted]