Toshiba America Information Systems Inc

To Whom this may concern,
As it turns out, Toshiba...

understood why I was filing a complaint and they understood and decided to refund the $159.00
Is there a way I can remove the complaint since I really don’t have a complaint at this point.  I would not have filed if I knew they 
were going to attempt to discuss this with me again.
 
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 has been in contact with our customer. TAIS has provided the option to our customer to have the laptop fixed, unfortunately our customer declined...

this offer. TAIS has advised that replacement or a refund will not be possible at this moment. We need to further evaluate and diagnose the issue first before it will be subject to approval for replacement. At this time we consider this matter closed.

We bought Toshiba laptop in June of 2013. Since than the computer was sent to authorized dealer 4 times( 3 in USA). LCD projector was replaced three times. Computer spent time being repaired than used. We spent numerous hours on the phone with Toshiba representatives. We filed a complaint with General Attorney Office(VA) asking for money back and they insured us that computer will not break again. In mean time, we purchased a new computer and Toshiba laptop is just sitting on the shelf.

TAIS has been in contact with Toshiba Direct and would like to inform the customer of the following:
Toshiba Direct has processed two Return Authorizations for you. 
 
2/19/14 - [redacted] for the Toshiba [redacted] in the amount of...

$1,581.30. 
3/18/14 -[redacted], for the 2 year On-site service for All-In-One with 1 year standard warranty in the amount of $89.23
 
When the All-in-One arrived and was processed under [redacted] our warehouse did not record receipt of the memory module that you state was in that same box.  We have gone back and had the warehouse double-check and inventory does not support the receipt of the memory module.  However, as a courtesy, I am going to process Return Authorization[redacted] a credit in the amount of $126.50.  You will see this credit post to your credit card in the next 2-3 business days.
 
This credit will provide you with credit for all the eligible products (software is not eligible for return) and should close this case.  AT this time we consider this matter closed.

A TAIS Representative has been in contact with our customer. TAIS will be providing a refund ($24.95) to our Customer. Customer accepted offer. If...

customer has any questions or concern that may contact us directly at[redacted], 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 with our case managers and was informed that the issue of the computer is out of scope due to physical damage, which means it...

is not covered by the Standard Limited Warranty of the unit. The LCD display screens on notebook computers are made of two thin layers of glass with dark liquid crystal material in between. The glass is covered on the outside by a layer of plastic. Our customers often feel that there cannot be a broken LCD display because they cannot feel the break. However, cracks in the glass usually cannot be felt because the plastic covering rarely breaks or fractures. Lines or pattern might appear on the screen and also Black “spots”. This can be liquid crystal spilling out of a crack as evidence by the lines showing on the screen of our customer’s computer. Our customer can contact Toshiba Repair Services at 800-438-3910. 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.
They should at least repair the laptop at no cost to me since it still is not fixed from the last time they repaired it 8 weeks ago and they should pay the shipping because I would not have to send it back if it was repaired correctly 8 weeks ago when I sent it to them for repair of the same problem.  This time (3rd time) the monitor went out right as the warranty was ending and they don't want to help.  However, the 2nd time the monitor went out, they had no problem repairing the monitor again AND sent me a pre-paid shipping label because it wasn't repaired correctly the first time.  Also, I told them the monitor went out on Friday, 2-7-14.  Unfortunately, they are closed on the weekends and I, being a full time Realtor, I was very busy during the week so I called on 2-17-14 and was told the warranty ended on 2-14-14 but they would overlook that since it was just a few days.
Regards,
[redacted]

UI","sans-serif"; font-size: 9.5pt;">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.

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 corporate representative and was informed that the case will be endorse to our order desk department to provide her a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at 877-421-7070. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s return was processed and a credit was issued to our customer’s credit card last 8/17/2015 under invoice number [redacted]. Our customer may check with their...

credit card company on how quickly they post credits. 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 the unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to our customer that...

they can use to send the unit going to our Engineer’s repair facility. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at [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.
They said that when they received my laptop it had a cracked screen and water damage. It did NOT have a cracked screen and/or water damage when I sent to them. I paid for shipping through Toshiba so that my laptop would be insured. I attempted several times a day to reach someone regarding the problem and I left messages; no one responded. My Toshiba was sent back to me in the same box I shipped it in. The box has a hole in the top and water damage. The laptop was damaged through shipping. I paid for insured shipping through Toshiba. Toshiba is responsible for the damage to my laptop and it could have been settled through Fed-Ex if Toshiba had bothered looking at the box it came in or responding to any of my calls or emails.
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 01/28/14. 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.

A TAIS representative contacted the customer April 7, 2014.  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 at our depot repair facility. At this time we...

consider the matter closed.

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

reported the issue outside of the warranty. TAIS has advised our customer that since the computer is already out of the warranty for 3 years already, the repair cost will be shouldered by our customer. Our customer may look for an Authorized Service Providers (ASP) or may contact Toshiba Repair Services (TRS) at ###-###-#### to setup a repair. 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 have been waiting for a part to fix my defective TV. On my original complaint, ( ID[redacted] 5/9/15 ) I was told the repair part would be available 6/28. Parts are not available or even close. Newest toshiba case # [redacted]. Please replace this TV that should have been part of a recall. There are thousands waiting for parts.
Replacement
per my original complaint ID[redacted] of 5/9. You told me the part to repair my TV would be available 6/28. There are no parts available and I don't even have another guess. Newest case # [redacted] 6/29/15. How about replacing the TV instead of playing these games?
Regards,
[redacted]

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

has been contacted by one of our corporate representatives and has offered to send the computer to our Toshiba Engineers for a VIP repair. Our customer agreed to that offer. 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 has not resolved my complaint.  For your reference, details of the offer I reviewed appear below. 
I have set up two meetings with their support persons.  They called me at home last night.  The call went to voice mail and they didn't leave a number for me to call back on.  I called the number on caller ID back but could only get busies or call not going through when I called them.  They called my office four times when I told them to call my home at the appointed time. 
They are not making any acceptable effort to resolve this. 
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.It is true that my laptop was returned on 10/5/16, after spending more than a month at the Toshiba Repair Depot. During that month, I was never given any information as to why this new laptop crashed, or what repairs were needed or were performed.  In several phone calls to the 800#, I was told repeatedly "We're so sorry, we do not have any information, we will email the repair depot and call you back." If they called back, it was just to say, "We're so sorry, we do not have any additional information, we will send another email." They did not even tell me when the repair was completed or the laptop shipped back.  This is after I had been told that the repair would be expedited and I had paid $29.99 for an expedited shipping box. More than a month without my computer, which is vital for my work, with no information from Toshiba, has left me with zero confidence in this product and its customer service.  For them to suggest I call the 800# is an insult. The 800# sends me to the same [redacted] call center that does not even have the ability to call the repair depot.   
I purchased this laptop new in February 2016 and it is not too much to expect it to work, or if it fails, for Toshiba to let me know what failed and what was done to repair it. That way I, as the owner, would know about its faults and failures. 
I know that Toshiba will not honor my request for a refund of the purchase price for this defective computer.  THe absolute LEAST they should give me is a refund of the $29.99 I paid to expedite the repair process.
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 not received a call or any voice-messages left in response to this inquiry. I can be reach ed at ###-###-#### or via e-mail: [redacted]
Regards,
[redacted]