Toshiba America Information Systems Inc

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Our customer has spoken with one of our corporate representatives and our customer has been advised that the unit will be sent back to...

our customer. Based on our records the computer has been repaired by our depot repair facility and was delivered last Thur 6/18/2015 11:57 am under [redacted] tracking no. [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’s issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited Warranty...

stated;What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim.Software support, fixes or replacement. Software, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshibamanufacturers, suppliers or publishers may offer their own warranties.

A TAIS representative has been in contact with our customer. The last work order was set up on 11/17/2013 with the repair being set up on the same day. The motherboard was replaced and the unit was delivered back to the customer on 12/21/2013. A rework for the unit would have needed to have been set up before 01/21/2014. Being as the warranty expired in 08/2013 and the last repair was in 12/2013 the customer is responsibility for any technical assistance or any further repairs. It is stated in the Standard Limited Warranty, Toshiba is not responsible for any loss of software or personal information. It also is stated in the Standard Limited Warranty, software support, fixes, or software replacement is an out of scope issue (out of scope meaning it is not covered under the Standard Limited 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 have determined that this proposed action would not resolve my complaint. 
 For your reference, details of the offer I reviewed appear below.
 On or around February 12, 2014 I went through the Toshiba Acclaim Process to try to resolve this matter. I received an RMA number ([redacted]), and then spent approximately $14 mailing the defective DVD player, along with proof of purchase, back to Toshiba in Milpitas, CA.
On February 24, 2014, I received confirmation that my defective DVD player was received by Toshiba and an online coupon in the amount of $60.07 was issued for my use at toshibadirect.com.
Unfortunately, toshibadirect only has ONE DVD player on that website. And the cost of the DVD player is well over twice the amount of the online coupon ($129.99).
If I had used the online coupon, I would have ended up paying an additional $60, plus shipping, in order to replace a $34.99 Toshiba DVD player.
I don't want an online coupon which is useless to me. I want coupon that will allow me to put $34.99 to a new Toshiba DVD player at either [redacted], or some other chain store that carries Toshiba DVD players that are equal or slightly higher in price than the defective $34.99 DVD player that I purchased. I have looked at other Toshiba DVD players in these two stores and found comparable players that are around $34.00.
This is not an unreasonable request. Toshiba will ultimately pay less to replace my defective DVD player if they just issue a replacement check or card to purchase a Toshiba DVD player.
It is not fair for me to have to pay over $60 to replace a defective DVD player, that was still under warranty, that originally cost $34.99.
Why would toshibadirect only have ONE DVD player on their website? And why would it cost so much more than other Toshiba DVD players that can be readily found in chain stores throughout the nation? It makes no sense.
I feel as though Toshiba is scamming me. If they do not wish to replace my defective DVD player, which was still under warranty, then please have Toshiba return my defective DVD player to me at their expense.
Regards,
[redacted]

A TAIS representative was in contact with our customer. TAIS received the customer’s unit on 02/11/2014 in our repair facility with a broken power port which is out
of scope of the warranty (out of scope meaning it is not covered under the Standard Limited Warranty). TAIS has informed the customer the cost of the repair is now their responsibility. The customer may contact the Out of Warranty/Out of Scope at[redacted]. The unit has been returned to the customer via Fed Ex [redacted]). At this time we consider this matter closed.

Better...

Business Bureau:
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 called MS [redacted] and left my name, phone number and the serial number of my computer. Her answering machine stated she would call within 24 hrs. That time has come and gone. She can respond through the Revdex.com as I am. It Appears this company has no regard for other peoples time. 108 minute before there tech. support answer the phone, 43 hrs. since I left a message with MS [redacted]. I don't have the time to sit around and wait for the phone to ring.
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 the receipt for the computer and the record of the instant rebate. Also, I registered the computer with Toshiba. They know who I am.
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.
Regards,
[redacted]
they want me to pay over 100.00 to repair or pay for the disc that did not com with the laptop a the rep I talked to didn;t know what I was talking about after I was on hold for 1 hour. they should send me the disc for free since I didn't get one.

Revdex.com:
This matter has been resolved by Toshiba: complaint ID [redacted].
Thank you!
[redacted]

A TAIS representative was in contact with the customer on 01/28/2014. TAIS has apologized for any inconvenience and has informed the customer the courtesy phone tech support has expired and there would be a charge for the tech support. Tech support did educate the cx about the issue the customer was having with the unit, with the customer stating she understood. The warranty of the product was explained to the customer with the web site support.toshiba.com being provided to the customer which would explain in detail the warranty. If the customer would like to contact tech support for further support they may call ###-###-#### (24/7). As stated by the techs, there would be a charge for this support.  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 shipping and handling cost should be covered by Toshiba. I must request that.
Regards,
[redacted]

A TAIS representative has been in contact with the customer. TAIS has offered to provide a warranty repair for the customer. The customer has accepted. Currently the customer is waiting for the courtesy box to arrive and will then send the unit to the engineers for diagnostics and repair.  At this time we consider this matter closed.

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research, TAIS cannot find any record using our customer details like name and email address as well as the phone number in our system. If the customer can add some specific details such as incident number or case I.D number for the times that he called they may contact as 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.
Toshiba claims the warranty terms do not apply because of physical damage (a crack) in the body of the computer. However, I believe the crack occurred due to fatigue caused by Toshiba's failure to properly assemble the device such that when delivered to me, it was missing one of the screws that is supposed to secure the body together. The missing screw is in the section closest to where the crack occurred. The Toshiba warranty states “Toshiba America Information Systems, Inc.
(“Toshiba”) warrants that the Toshiba branded product you purchased for your
end use (“Product”) is free from defects in materials and workmanship under
normal use during the Limited Warranty Period.” Toshiba sold me a laptop that was missing a screw. Under normal use, a fatigue crack formed within 2 months of purchase. The fact that the body of the computer is damaged is exactly the point. The computer had a defect in workmanship that caused it to fail under normal use. I should not have to prove the cause of the failure. In fact, it is in practice impossible to prove what causes a fatigue failure (I'm an engineer by trade). Can Toshiba prove that the unit has been exhaustively tested with the screw missing to not suffer fatigue failures? If they can provide documentation of exhaustive testing of this scenario, I will happily drop my complaint. Otherwise, I consider this to be their responsibility under the warranty terms.If Toshiba does not address this concern, I plan to bring the complaint under the [redacted] arbitration process described within the warranty. I'm quite sure that my complaint will not be considered "frivolous" or "brought for improper purpose." Would it not be simpler for Toshiba to simply honor the terms of their warranty now rather than be compelled to do so by an independent arbitrator? I've asked several lawyer friends about this case and all have assured me that in an instance like this, any arbitrator would place the burden of proof on the issuer of the warranty if such an obvious manufacturing defect was involved. This means Toshiba will lose the case, they'll incur substantial fees in doing so, and they have an extremely unhappy consumer who will also publicize the issue in social media and make sure his company doesn't purchase Toshiba equipment. I'm not sure who at Toshiba is deciding to ignore this complaint, but they're making a very bad decision on behalf of the company.
Regards,
[redacted]

A Toshiba Am[redacted] Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates...

02/23/2015, 02/24/2015; 02/25/2015 however, our customer has not returned any of correspondence requests. 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.
Toshiba has pushed out the ship date on 1/7, 1/17, 1/24/ 1/28, 2/13 and latest on 2/21 week after week. I still have the emails with me and there is no eCommerce vendors accept order without any inventory in the first place. What I need is for them to ship a product that is available and equivalent to the dollar amount rebated to me. I'm done with the waiting and same response from them.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the part that was ordered delivered last Monday, 06/16/2014 at 11:29 A.M and scheduled service date was changed from 06/12/2014 to 06/17/2014; by that date the repairman will be back to our customer to continue the service. 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 Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the unit was already out of warranty since 08/19/2011 and based on our records our customer called our Corporate department last 02/16/2015 and according...

to our customer they sent the computer to Toshiba Repair Services (TRS) ([redacted]) which is a third-party company and TAIS has no ability to access, manage or modify their system. Our customer was referred to [redacted] our VIP repair facility wherein our Toshiba engineers doing the repair, since the unit was already out of warranty TAIS cannot authorize any repair so that our corporate representative just provided the address of our facility, our customer sent the unit with their own expense. However when the unit reached our Toshiba Engineer's facility they found out that the parts is no longer available. Our corporate representative informed that the parts might already discontinue considering the age when the model of the unit was manufactured. Our corporate representative just provided a suggestion to try to contact another 3rd party parts distributor. 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 found out that our customer...

Television was already out of warranty for two years and TAIS has offered our customer to go to an authorized service provider (ASP) to set up a repair and has advised that they will be the one who will shoulder the repair cost due to expired warranty. At this time we consider this matter closed.