Toshiba America Information Systems Inc

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 not a cosmetic issue. the damage is on the inside of the computer. The tab that holds the case together is broken on the inside of the laptop this was discovered after they repaired the same basic problem on the other side, which they covered under the warranty. I shouldn't have to pay for it and neither should my extended warranty.
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 been telling since day 1 that the laptop has overheated because of cooling system failure and if Toshiba is blatantly denying I don't know what else I can do since they fixed the heating problem when they received the laptop at the facility. I do not agree that the laptop was not overheating.
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.
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.The email with the RMA information referenced by the vendor has expired.  Further, there was no shipping label attached to the email.  Finally, as the vendor acknowledged, I live in a remote part of Alaska.  Thus, how do I get [redacted] to pick up the package when the vendor issues a new RMA with an attached shipping label?
I could not have returned the laptop as I did not take possession of it until 9/1/15.  I want to return it and receive a full refund ASAP.
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.
Can you please explain how your (Toshiba) failing to include options I paid for is a warranty issue? Also as I have said before this issue was brought to your attention 2 weeks prior to the "2 Year Warranty" period expired. So according to your own statement this issue should be covered under warranty yet you still refuse to do anything about it. All I am asking for is you to provide me what I paid for, which is NOT a warranty issue, that is a Customer Service/Order Fulfillment Issue.
I would appreciate an actual response form a human being and not a pretyped "canned" response.
This my last effort to get satisfactory resolution before making this an issue for Small Claims Court to decide.
 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative...

has reviewed our customer complaint. After doing a research TAIS found out that our customer called our technical support department after receiving the computer came from our Depot repair facility and our customer was assisted regarding the error message and the No Boot issue of the unit. Our customer was offered to send the unit back to our Depot repair facility for rework to address the issues after the first 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 would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company, Toshiba, called me this past week and told me the only way to resolve the situation was for them to remote control my computer again and see if there were any viruses. I would not allow this to happen because in the same phone conversation the person that contacted me stated that their wasn't any viruses on my computer and that their support techs don't do that. I asked him if he had listened to the phone conversations or the recordings of the remote controlling of my computer from their tech. He stated no. I said to call me back after he reviewed them. I was tired of them contacting me to tell me that I am lying about the situation. It is on their video. The person that called me stated he would watch the video then call me back. He has not.
I still have viruses I am finding on my computer that this company's "trained" tech support person downloaded into my computer. I understand that they say they provided me a free service despite my computer being out of warranty. I did not ask them to do this. The tech support person who did this stated that with simple fixes they would just fix things but with harder more in depth fixes they would require payment. The fix this company did was delete my current version of adobe, downloaded a fake site online that resulted in viruses, then downloaded an older version of adobe that was first installed on my computer. Because they offered a free service does not give them the right to offer bad service that resulted in the failing of my computer. I have not talked to a competent tech support person yet from that company that I would entrust them with being able to make changes again to my computer. They have lied to me saying there were no viruses, they lost the recordings of my phone conversation, the way that viruses act on ones computer, the way to delete the viruses and have told me they wont fix the problem unless I pay them 150 dollars.
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 would be nice to have Toshiba take responsibility for the issues but given their unwillingness to resolve the issue for me, they will lose my business going forward.  There are a number of reports of this issue being incurred by others, so I'm not sure how they can say it isn't a defect.  Some of the internet reports which highlight the issue:
[redacted]
Instructions for working around issue, which wouldn't be needed if a defect didn't exist:
[redacted]
Regards,[redacted]

A TAIS representative was in contact with our customer on 02/05/2014. TAIS has apologized to the customer for any inconvenience and has informed the customer that shipping and handling is their responsibility as stated in the Standard Limited Warranty in order to receive warranty repairs. The...

customer has declined the repair because of the shipping fee. TAIS has informed the customer they may contact tech support 24/7 at ###-###-#### if they decide to have a work order set up. 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 manager representatives. The representative processed resending another recovery media to our customer under [redacted] tracking number [redacted] and the unit was delivered to our customer location Feb. 17, 2015 10:39 AM MT. 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...

needs to contact Toshiba Direct at ###-###-#### since he experienced the issue within the 15day return policy. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 12/12/2014,...

12/15/2014; 12/16/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has informed our customer about the normal...

process sending the computer to our depot repair facility and advised him for one time courtesy TAIS will process and send him a free box so he can send his computer to our depot repair facility so it can be fixed. Our customer agreed with that process. 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.
Yes, I did speak with a Rep, and like I said this issue was going on before the trial period ended for the virus detection, so something else may have been wrong. They only assumed that was the 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.
The Toshiba representative, [redacted], stated that he would check with the warehouse to see if an eligible replacement computer was in stock.  I provided him with two eligible models, but he did not explicitly agree to replace the computer with a specific model.  [redacted] sent me a prepaid return shipping label, and the old computer will be shipped to Toshiba today.  Currently, I do not know what I will receive as a replacement.
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.
Per the item's warranty, service may be obtained without having to ship the item at any Toshiba Authorized Service Provider. However, per both conversations with Toshiba Customer Service and The Toshiba Revdex.com representative, there are NO authorized service providers. I would except as a reasonable solution to carry in my item into an authorized service provider as stated in the warranty is available, but no such entity exists.
Regards,
[redacted]

A TAIS representative was in contact with our customer on 01/30/2014. TAIS has apologized to the customer for any inconvenience and has informed the customer TAIS received the unit on 01/20/2014 in our repair facility with a BIOS password issue, which is out of scope of the warranty (out of scope of...

meaning it’s not covered under the warranty). A quote was given to the customer with the customer stating they were not going to pay for the repairs. TAIS has informed the customer that the cost of the repair is now their responsibility. TAIS has returned the unit unrepaired to the customer via Fed Ex tracking number 5[redacted]04 . Estimated delivery of the unit is: Mon 2/03/2014 by 8:00 pm  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 is satisfactory to me.  
Regards,
 
[redacted]

A
Toshiba America Information System (TAIS) representative has reviewed our
customer’s...

complaint. After doing a research TAIS cannot find any records in
our system using the customer information (name, address, phone number, and
email address). Our customer can provide the serial number of the unit or any reference
number they may contact us at ###-###-####, at this time we consider this
matter closed.

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. After doing a research TAIS found...

out that one of the technical representative already created a depot repair order for our customer’s computer TAIS has advised our customer that we will send her a free box and just complete the depot repair order thru her email. 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.