Toshiba America Information Systems Inc

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research according to our customer the charger...

broke off into the port of the computer, which is out of scope of the warranty (out of scope meaning it is not covered under standard limited warranty). The cost of repair is now their responsibility; our customer can contact Toshiba Repair Service directly at ###-###-#### or they can bring the computer to an Authorized Service Provider, 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.Unfortunately Toshiba ignores all customers concerns and requests. Just like with me they have refused to address any of the issues with Revdex.com either. For one month they ignored my numerous calls asking for a supervisor to call me back (7 calls). Not until I filed a complaint with the Revdex.com did they take action repairing and shipping my unit back - 38 days after I sent it in. None of the items I inquired about have been responded to so I will list them again:
Reimbursement for shipping costs to have unit repaired under warranty ($23.00)
Extension of warranty for time without computer 38 days
Some offer of compensation for going without my laptop for 38 days without the courtesy of an explanation.
It appears Toshiba only responses to complaints in social media  - while I was trying to avoid going that route - I will if no resolved.
Very disappointed in how Toshiba treats their customers.   
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.
You have not changed anything from my original complaint. Your response was just an impersonal list of policies. Of everything I listed, the company hasn't even bothered to address a SINGLE concern I put in my complaint.
The problems are:
1.) You sold me 3 pieces of defective equipment. I've returned 2/3 and am unhappy with the 3rd as it has a hardware problem.
2.) You confirmed that I called tech support, which I already told you. What I wrote was that your tech support didn't send the proper information to me about shipping. They missed emailing me important information. What's more, I don't want to call them back (I've called twice already due to this error and I'm already frustrated with this whole ordeal). I can't understand the thick accents over the phone and the automated service is very frustrating.
3.) Returning said hardware will cost me shipping.
4.) Even if I return hardware for repair, Toshiba has not given me trust that it will be properly fixed. You can send it back, unresolved, and the warranty will run out.
5.) Sending the computer out to depot opens me up to identity theft problems (do you also outsource your depot like you do your tech support??).  Regardless, I don't trust sending my computer and contents of its hard drive to strangers. It has more important and confidential information stored on it (even a factory restore cannot take away information on the hard drive) than credit cards. Would you ship your credit card to a stranger? How about your entire wallet and your bank account information?
Toshiba is representing it's company poorly. You haven't shown that you stand behind your products, or care about your consumers. Toshiba hasn't even made a reasonable attempt to address any of my issues.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received our customer’s unit on...

8/20/2014 in our repair facility and determined that there is a Physical Damaged, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility. Our customer may contact Toshiba Repair Services at ###-###-#### or may visit their website at www.toshibarepairservices.com to setup a repair at their own cost or they may call the technical support department at [redacted] to locate a nearest Authorized Service Provider (ASP) on their location. 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 may or may not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Toshiba alleges a lack of response to their attempts to contact me. Attached are pdfs of the e-mail exchange (the first such direct e-mail to me from Toshiba directly asking information about my issue, I might add). You will see I responded to their e-mail in the exact manner they requested. There has been no further phone contact since June 11.
 
If the firmware update resolves the sound issue, Hallelujah! It only took involvement of the Revdex.com to resolve an issue that should have been resolved months ago!!!!!!
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research any 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 service providers, use outside of the environmental or operating parameters, or use with incompatible third party products is not covered by the standard limited warranty of the computer, our customer can contact Toshiba Repair Service directly at ###-###-#### or they can bring the computer to an Authorized Service Provider, 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.
Legally, I can provide proof of purchase for the device. However, I cannot return the drive to the company due to the contents on the drive. I offered to destroy the device because I am legally not allowed to distribute the files inside that drive. The company should understand that these devices are sold and even marketed for business use. That said, they should have alternative means to honer against defective items. Again I am willing to provide proof of purchase. However, legally I cannot offer the files on my drive. Should anything be recovered, I shall face legal consequences. This device was sold defective and many customers have faced the same 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.
I still believe that Toshiba America Information Systems
(TAIS) are ignoring the key points in my original complaint, and that their
most recent response highlights this. I have been very clear in my position
that I was not made aware of the lack of International Warranty Coverage prior
to, or at the point of purchase, nor was I offered such an option at any point.
I will state again that I was never provided with any warranty information
prior to purchase.
I have stated previously that I believe that TAIS failed in
their federal obligations to provide me with the knowledge that my warranty
lacked such coverage prior to purchase,  as is covered by the FTC Pre-Sale Availability
Rule (16 C.F.R. Part 702), which would have allowed me to make an informed
decision. The fact that TAIS’s most recent response states, “The warranty
entitlements are stated on that specific document once our customer unboxes the
unit”, highlights this point, and
I believe demonstrates from TAIS an omission that they have failed to make the
consumer (in this case myself) aware of the coverage details prior to purchase.
Furthermore, TAIS’s
statement “Our customers should be aware about their warranty coverage as a
consumer’s obligation” is irrelevant, as TAIS have already admitted
themselves earlier in their response that they failed to provide warranty
information prior to purchase. This in turn means that TAIS failed in their federal
obligations by not informing me before purchase that their warranty did not provide
international warranty coverage. Secondly TAIS also therefore failed to allow
me to compare warranty coverage with other similar products from other manufacturers,
which may have provided the cover I expected, another manufacturer obligation
that is expected under The Magnuson-Moss Act. Thirdly on this point, The Magnuson-Moss
Act does not require any obligations on the consumer with regard to ensuring
the warrantor (in this case TAIS) provides the consumer with the necessary information.
As such, TAIS’s statement is not correct, as TAIS have already failed in making
aware the warranty coverage at the point when it mattered, prior to purchase. I
have stated previously that I asked about the warranty at the time of purchase,
and was not provided with the information that TAIS now rely on, that my
warranty did not cover internationally.
I have also stated
previously that I do not believe that TAIS intends to provide international
warranty coverage at all. During my phone conversations with TAIS their
representatives attempted to pass blame onto me for failing to purchase
international warranty coverage, something I continue to dispute as I was not
made aware of this as an option. However, when looking at TAIS’s website (“[redacted]”), which
they have provided in their response, their Extended Plan which offers ‘Extends
your access to 24x7 expert technical assistance from the Toshiba Global Support
Centre’, then states in the warranty contract their it does not provide
coverage outside the United States. As such I believe that their supposed
international coverage option is deceptive and against federal law, the full argument
for which I outlined previously in my letter to TAIS on 3rd June
2015, and which was attached in my previous rebuttal to TAIS.
Finally, TAIS
continue to impose conditions on me, the consumer, with regards to ensuring a
satisfactory outcome to this case. TAIS have already stated in my phone
conversations with them that the faulty product is a model that can be repaired
in the United Kingdom, yet they continue to impose conditions that I return it
to the United States at great expense and inconvenience to myself. I believe that my current expectation of a full refund to be entirely reasonable, given TAIS's failure to take my case seriously, most notably by failing to respond until I made my complaint through the Revdex.com. In my original letter on 3rd June 2015, I outlined a number of expectations that I felt were entirely reasonable. By ignoring these suggestions I now have lost confidence in TAIS, and so believe that a full refund to be a satisactory outcome. I have been without a functioning computer since May 2015, and TAIS continue to delay and fail in their obligations to act within a reasonable timeframe.  Until TAIS
acknowledge their failings under The Magnuson-Moss Act, as they have somewhat
in their most recent response, then I will continue to be dissatisfied by their
stance that I must burden unreasonable duties to secure remedy to my dispute.  I refuse to accept the case to be closed until such grievences are rectified by TAIS.
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 pro-rated amount that has been offered is unacceptable. Our computer broke within 30 days of owning it and we deserve a full refund. The pro-rated amount the company explained to me was based upon a July 'fix' date, however the companies lack of being able to fix the computer the first time we complained about the product (January) is not our fault. As for the replacement laptop we are unable to find satisfaction in that offer because we've tried that once before and were sent a computer in which the speakers do not work (damaged goods). We would like a full refund for our computer, we have a receipt stating its value, due to the fact our original purchase was a' lemon'  computer
 
The pro-rated value was not based upon the original complaint of our computer being broken. As for a new computer, we have tried that option once to only be sent another broken computer (speakers don't work). We find neither of these options satisfactory and would like a full refund at this time.
Regards,
[redacted]

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS apologized for the inconvenience our customer has...

experience. TAIS has advised our customer that we will process a refund for the amount that she paid for the support. 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.
I requested a refund for this customer support service because I was not given a fair opportunity to resolve the issue.  Long wait times on hold often to where I just gave up and hung up, promises of call backs by customer service representatives that never occurred and one representative placing me on hold for over 1hour and 20 minutes until I just finally hung up.  I waited all day on a Saturday for a call back from a representative after I cleaned up my computer the night before and never received a call.  I was up until the middle of the night doing this.  How does Toshiba think this makes their customers feel?  That Saturday was the day the representative was to do a full recovery of my system, but he never called me back.  I called back that afternoon and was placed on hold for hours, then I finally just gave up.  This is sneaky practice and I question the legality of Toshiba charging someone for this service, then making themselves unavailable for promised followup service.  Answer me this, why has Toshiba never called me back? Emailed me back? The way they handled this was just wrong. 
In their response to my complaint, Toshiba now suggested I purchase a recovery disk from them.  Are you kidding me?  That is insulting and the last thing I am going to do is give them more of my hard earned money.  I cannot instill trust in Toshiba anymore with the way they operate and treat their customers with such little respect.  It is unfortunate because I always spoke highly of Toshiba products to colleagues, friends and family.  I was hoping Toshiba would have stepped up to the plate here and
resolved this issue in a professional manner, actually putting the
customer first.  It is quite obvious that they are all about the purchase, not about customer service.  Needless to say I will refrain from purchasing any Toshiba products for me or my family in the future. 
Thank you for looking into this matter for me in a timely manner.  Your assistance is appreciated.
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 do not accept that a company can display false advertising whenever they want because they have a small disclaimer which essentially says that they can offer whatever they want and change it to anything else.  I don't expect Toshiba to do anything differently.  I do believe that the Revdex.com should lower their Revdex.com rating to reflect Toshiba's lack of commitment to honesty in advertising.
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.
[Why is Toshiba only now telling me to contact Toshiba Direct for a refund or replacement when I have been asking for this sense December only to be told by them that Toshiba does not replace defective units only keep on trying to repair them. Why let a customer be mad when there was a solution that the customer was asking for????  And how about a phone number for Toshiba Direct?]
Regards,
[redacted]

A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has informed the customer the option available is to continue with the repair at Tri-Star computer. As far as a replacement that would not be an option at this time and the repair...

would need to be completed.  If the customer has any questions on the repair, they are welcome to contact us directly at ###-###-####.At this time we consider this matter closed.

A Toshiba America Information System (TAIS) representative has been in contact with our customer.
TAIS has confirmed that our customer already received the refund that we processed. Our customer said yes and agreed that this time we consider this matter closed. If the customer has any questions or concern they may contact us at ###-###-####.

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been informed of our...

corporate department that any physical or accidental damaged is not covered by the standard limited warranty of the computer and that issue is considered as a physical damaged. 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 there is a limitation according to specification sheet and manual of our customer’s unit “Services and features available through the Cloud may change or removed at any time. Services and features depicted or listed here and provided through the Cloud may not be available outside of the United States and may not be available”. At this time we consider this matter closed.
Here’s the Spec Sheet for Model 65L7300U – footnote for Cloud TV
 http://support.toshiba.com/support/staticContentDetail?contentId=4003670&i...⇄

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

is currently outside the U.S and our customer was advised that we can continue the support when he’s already back in the U.S. At this time we consider this matter closed.

A TAIS representative was in contact with the customer on 01/10/2014. TAIS has apologized for any inconvenience. TAIS has provided a work order for the customer under the authorization # TC-[redacted]. A third reminder was sent to the customer on 01/12/2014 for finishing the survey for the...

work order.  As stated in the Standard limited Warranty, it is the responsibility of the customer to pay for the shipping. A refund for the unit would need to be directed to the reseller where the unit was purchased to determine if the unit is still within the return policy time frame.  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 outraged that a company as "reputable" as Toshiba has made me wait allllll this time only to state they have no record of my information. Clearly their way of putting off the complaint, thinking people will get frustrated and abandon it.
How would they have any record of my information?! You purchase a personal computer, you take what is installed in it. You don't research parts to find out who individual manufacturers are register with them. It's quite normal for that to happen once there is a problem. And I have no doubt in my mind from the details supplied in my original complaint, that was abundantly clear to them. If not, they could have and should have asked questions. It's a company's responsibility to do their due diligence to support the products they manufacture and certainly NOT make a consumer feel like THEY are in the wrong when said product(s) fail to perform as expected. I will not hesitate to seek legal action since their unnamed representative is empowered to make such poor business decisions on their behalf.
Regards,
[redacted]