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Description

This company offers computer products and services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Toshiba America Information Systems Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Toshiba America Information Systems Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 534 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

534 complaints closed with BBB in last 3 years | 331 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 8
Delivery Issues 5
Guarantee/Warranty Issues 95
Problems with Product/Service 415
Total Closed Complaints 534

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Toshiba America Information Systems Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

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BBB file opened: September 12, 2013 Business started: 02/09/1989 in CA Business incorporated: 02/09/1989 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Bureau of Electronic & Appliance Repair, Home Furnishings & Thermal Insulation
4244 S Market Ct #D, Sacramento CA 95834
http://www.bearhfti.ca.gov/
Phone Number: 916-999-2041
Fax Number: 916-921-7279
homeproducts@dca.ca.gov
The license number is 6807.

Type of Entity

Corporation

Business Management
Ms. Jennifer Burnett, Resolution Expert Mr. Mark Simons, CEO
Contact Information
Principal: Ms. Jennifer Burnett, Resolution Expert
Principal: Mr. Mark Simons, CEO
Related Businesses
Toshiba America Business Solutions Inc Toshiba America Electronic Components Toshiba America Medical Systems Inc
Number of Employees

650

Business Category

Computers - Dealers Computers - Wholesale & Manufacturers Home Electronics

Service Area
This business's service area is worldwide.
Alternate Business Names
TAIS Toshiba America Toshiba Direct
Industry Tips
Tech Support Scam

Additional Locations

  • 9740 Irvine Blvd

    Irvine, CA 92618 (949) 583-3000 (949) 461-4321

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (949) 461-4321(Phone)
  • (949) 583-3000(Phone)
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Complaint Detail(s)

9/29/2014 Problems with Product/Service | Complaint Details Unavailable
9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March of 2013 I bought 2 Toshiba Blu-Ray disc players BDX2250 at a Best Buy near my house. The one in our bedroom which had only been used a handful of times just stopped working. It reads "ni disc". I called a few days ago and got transferred around and each time told something different but their customer service was not friendly at all. I was told to talk to claims department and within 30 seconds into my explanation they said my device was out of warranty and there was nothing else to do, and hung up. I kept thinking about that conversation and it bothered me because I've bought 2 laptops from this company. Phones and even took my siblings to buy their laptops as well. I didn't deserve to be dismissed the way I was that day! Today I look up the corporate office info and I dial the number as I'm telling the operator without saying a word, I was being transferred. I called back and told her that she didn't let me finish telling her what I wanted to say and she responded by saying that she is only one person handling a switchboard . I told her I could understand that since in the past I had done that type of work but I was looking to talk to a manager or someone who could help me with my problem. She said that the department that handled the DVD Blu-Ray players was eliminated and there was no one I could talk to? Most companies when they downsize, they always keep an expert for calls like mine. I asked to speak to her manager and she said I couldn't because speaking to someone in the corporate office regarding my problem was not something they dealt with so she wouldn't give me a name. I asked he for her name and she said she was comfortable giving me that information! I was shocked, puzzled and upset. I told her I could understand her not wanting to give out her last name but I just wanted her first name so I could include it in this report. She said she was the main operator for Toshiba Operations America information systems and me mentioned TAIS?

Desired Settlement: I would like a refund since I would be worried about getting an exchange and if the same thing happens with the new one, I would not like to be treated the same way. Up until now I thought of Toshiba as a great and dependable brand. I'm sorry to say I don't think that way anymore. As for my family and I, will not be purchasing their brand anymore.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s unit is already out of warranty because according to her she bought the unit last March of 2013 so the repair is now on responsibility of the customer. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On August 27 2014 I went to plug the adapter into my computer to charge it. Upon doing this I heard a crack from inside the computer. At first I didn't know what happened, I then realized my computer was not charging. I looked at the charging port on the side of my computer and noticed it had fallen into the computer. I called ###-###-####. I spoke with a representative and was told that the repair would not be covered because that it was "physical damage" that caused the breakage. I asked her what she meant by physical damage and she told me that it was a result of me using to much force when I plugged the charger into the computer. I disputed this claim and she told me that she could help me with disputing the warranty and that I needed to call repair services and they would be able to answer my questions so I called the number she gave me ###-###-####, this was the wrong number. I called back and another representative gave me ###-###-####. The lady I spoke with said the dept was out of warranty repair services and she couldn't help me. So I ended up calling the first # again after being told again the problem won't be covered under warranty I asked to speak to a supervisor. I was told one wasn't available that one would have to call me back I refused that option and demanded to speak with a supervisor I was finally transferred to a supervisor the supervisor then transferred me to a case manager. He offered me the option of sending my computer to their repair dept to have them check to see if it was physical damage. I asked if they were going to repair it because unless their repair service was sitting next to me when I plugged it in then theres no true way of knowing if I caused the damage. I explained that it was their company who welded the piece onto the motherboard so how did I break it. I told him I don't appreciate their company implying that I to stupid to plug in a computer and that physical damage is just a catch so they don't have repair it

Desired Settlement: I want them to repair my computer. I did not cause the damage, I know how to plug in a computer I've had this computer for 10 months and have been plugging it in with no problems. I feel they are using the "physical damage" clause to get out of having to fix the prong that was solder to the motherboard by their company.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer has a physical damaged and any accidental or physical damaged is not covered by the standard limited warranty of her computer. Our customer can contact Toshiba repair services at ***** ******** or they can bring the computer to any authorized service provider near to her. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 has not physically examined my computer nor can they prove that I caused the damage to my computer.  Their conclusion is based on mere speculation.]

Regards,

****** *******

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 09/11/2014, 09/12/2014; 09/15/2014 however, our customer has not returned any of correspondence requests and after doing a research our customer’s computer has a physical damaged and any accidental or physical damaged is not covered by the standard limited warranty of her computer.  TAIS has advised our customer to send her computer to our depot repair facility to have it diagnose but our customer declined the process. Our customer can contact Toshiba repair services at ***** ******** or they can bring the computer to any authorized service provider near to her. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/22/2014 Problems with Product/Service | Complaint Details Unavailable
9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a brand new Toshiba - Radius 2-in-1 15.6" Touch-Screen Laptop - Intel Core i5 - 8GB Memory - 750GB Hard Drive (P55W-B5220) at the end of July from **** ***. Everything about this computer works great, except that it won't connect to the wireless internet unless I am in the same room as the router. All of my other wifi-enabled devices (work computer, phone, tablets) have no problem connecting to the internet from anywhere in the house. I did some online research, and this is a widely reported issue with this computer (product reviews & community forums). I tried all of the troubleshooting steps listed on the support site and in the community forums but nothing has resolved the issue. I contacted Toshiba support and they insisted on making me go through all of the troubleshooting steps again, without ever acknowledging that this is an issue with the laptop. Their conclusion was that it was a problem with the wireless router. I am now unable to return this laptop to **** ***, Toshiba refuses to admit responsibility, offer a solution to this problem or even admit that there is a problem. As a graduate student and full time employee I am not always going to be within a few feet of a wireless adapter, and I need to be able to access the internet to do my job and complete my school work.

Desired Settlement: I would like: 1- Clear communication from Toshiba that there is a problem with this the wifi connectivity on this laptop model, whether it's the Toshiba laptop or the Intel wireless card 2- Clear steps on what is being done to resolve this problem and a clear timeline of when it will be resolved 3- A laptop that connects to the internet

Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 09/09/2014, 09/10/2014; 09/11/2014 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In Late 2012, my mother in law purchased a Toshiba Satelite C850 computer. At that time, we were told that Toshiba was the way to go, they were a quality manufacturer, and worth the price. The machine was ordered and we were given two options for the operating system. We could get Windows 7, if we wanted to pay an extra surcharge of around $100, or we could go with the new Windows 8 for no extra charge. As we make very little money, we went with the less expensive Windows 8. On the insistance of my mother in law, we also purchased the extended warranty for the machine. Within months of recieving the machine, we were having issues. We were told BY TOSHIBA, that the problem is not in their machine. Easily once a month for the last 18 months, we have been on the phone with a representative who would not help us to troubleshoot the device, would instead ask for a credit card to purchase some thing that would allegedly fix the issue. Even under warranty, we were not taken through troubleshooting, we were told the only way to fix the problem was to throw money at it. Toshiba representatives have refused to contact us about the quality of their service and product. We see this as a refusal to stand behind their product, and an abandonment of their paying customers. When I post to their Facebook page, other dissastified Toshiba users reply to it, but we have recieved no reply from the company.

Desired Settlement: We want a machine that will work, and work well. We have an 8 year old Dell that powers up, but the keyboard doesn't work, while the Toshiba that is 18 months old sounds like a reject from a 1994 high school computer class, and refuses to boot up, even after 8 hours. We want a working computer, which is what we paid for. We didn't pay for a non-working machine, nor did we pay for a machine that would not last, nor a machine that is not supported by its' manufacturer. If you want more information, you can see here, the number of complaints and poor reviews this item and model have recieved on the Toshiba website. http://www.toshiba.com/us/computers/laptops/satellite/c850

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research according to our customer she purchased the computer late 2012 and they also purchased an extended warranty for the computer and as for today the computer is already out of the standard limited warranty however since our customer has the extended warranty they can contact Service Net at ###-###-#### for more details of the coverage of their extended warranty, at this time we consider this mater closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Defected computer. Only solution offered was to service the computer at cost. The warranty doesn't cover a slow computer. I bought a laptop from best buy. It was very slow from the start. I did't return it within the 15 days, I called Toshiba and informed them of all the issues I have had, slow started up, freezes, slow apps start, and they offered to service a brand new computer for me at a cost. After being on hold off and on for a hour, my computer is not running any faster. My computer was slow to begin with, with freezes. I was willing to to exchange it, but after the rude and unfreindly, unhelpful customer service, I would like to get a refund and try my luck with another company,

Desired Settlement: Refund of total purchase price

Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 08/28/2014, 09/03/2014, and 09/04/2014 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern and they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

 
I never received a phone call or email. 

Regards,

******* ******



Business Response:

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 offered to perform a basic troubleshooting to his computer to diagnose what would be the issue and if our technical support supervisor found out that there is a hardware issue to his computer we will process to send it to our depot repair facility to have it fixed. Our customer agreed to that offer. If our customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Satellite a few months ago for both college/home business. My computer did not work properly from day one. I thought that because I was unfamiliar with windows 8. I had NO IDEA how to contact Toshiba tech support. It seems you have to bury yourself in their website to find this information. I had to call a family member who too has a Toshiba satellite to get help finding out how to contact Toshiba. When I went to telephone tech support, they said I had to pay $50 JUST TO SPEAK with them! I purchased a warranty as well. Apparently, you are only permitted 30 days after your purchase to call tech support for 'free'. My only other option was to pay $150 a year for continual phone help. So, they had online tech support. I figured that was where I could get help. The online tech support said they 'cannot help with technical problems. I must telephone tech support'. WHAT IS THAT? I am the POA, caretaker & for my elderly father; a college student in the medical field about to graduate this December. In my program, SOME classes are only offered online. I HAVE to have a computer for home business use for taking care of my father/his legal financial needs as well as my own. Toshiba is unwilling to either refund me or give me a new computer. It is my belief and my family's that I was given a refurbished computer instead of a new one. No matter, it is a lemon! I paid close to $800 including a warranty. There is VERY LITTLE mileage on this computer because it did not work! I DID send it in for repair. It is still not repaired. I feel my request for a refund or a new computer is more than reasonable. I have NEVER heard of ANY computer company charging for services while in warranty. School starts next Monday. I have an old computer that is burnt out-hence the reason for a new one. While Toshiba may make superior products (?) I will never purchase from them again, nor will family, friends and associates due to the handling of this.

Desired Settlement: I wish for a total refund. My computer has either 8/12 G memory. My computer should be fast as lightning as compared to a 4 G. Being that I MUST pay $50/per call or $150 a year for tech support & then send it in over & over without resolution. I cannot see continuing on with this company. I have SSD with an income of less than $900/ a month. I can't possibly afford both the time away without a computer or the financial l investments I have. What is the point of a warranty when I must pay for help? I CANNOT afford for ANYTHING to go wrong for school! I CANNOT be away from my father for hours on end in order to even TRY to work part time. I also get food stamps. I mean no disrespect to this company. I just managed to get a bad computer no matter if it was sold unknowingly as a refurnished one or if it was a lemon as a new one. This computer has barely been used. My request is fair/reasonable. I TRIED to contact Toshiba within the 30 days. It took 60-90 to find out how

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. Advised our customer that we can send her computer to our repair facilities and our Toshiba Engineers who will diagnose what is the main issue. Our customer agreed with that offer. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** *********** 

 
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.



Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has informed our customer that her computer is still in the status of Quality check audit and ready to ship. TAIS has advised our customer that once they received the computer came from our repair facility then she experienced the same issue or problem she can contact us and we will proceed to the next step which is replacement. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Toshiba Satellite S50-BST2GX1 Laptop from the online-shop. The laptop was supposed to have a AMD RADEON AMD M265X graphics card. After reception I checked the laptop and recognized that the laptop only had a R7 M260 card. I contacted customer service and they also stated that I got the wrong card. I sent it back and ordered the same laptop again, with the assurance, that I will get the correct graphics card. Unfortunatly this did not happen.After contacting CS, they promised an investigation of the issue. This concluded that they made a mistake on their webpage and the card in my laptop is the R7 M265X. First this card does not exist, second is it not the card that is built into their laptops. CS then told me that I am out of luck and I can send it back. They wronlgy advertise the laptop with the better graphics card and if somebody figures it out they just say, ups sorry you can send it back. They also claim they are not liable for all the mistakes on their webpage, so they pretty much can advertise whatever they want and I have to live with the change in the graphics card. Unfortunately we entered into a contract with me buying and paying the laptop and in the order confirmation they again stated that I ordered the R9 M265X card, so it cannot be only a mistake on the webpage.

Desired Settlement: I would like as a minimum the laptop with the same configuration as I ordered, but with the R9 M265X graphics card.

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experience. Our customer’s choose to keep the computer and accepted the credit we have issued for compensation for the typographical error on the specifications. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No repair quality, bad customer service, and I'm required to pay for my operating system and drivers which I suppose to have to run my machine Lately I post my problem in the Toshiba forum, with the hope to get a solution, but unfortunately, I didn't get nothing, tried to call again to talk to a supervisor, and customer representative hang up on me, he has been very very rude to me, which hurting a lot to be treated like a trash like that. here I will paste a copy of my post from the forum which describe the situation. NEED HELP for my System Recovery Since I bought this Toshiba laptop, and I am just in trouble and can not find any real kind of help. first problem was that my wifi disconnect by it self every time (like each 5min). I went to best buy where I bought it for change or return but it was 17 days after purchase and they said I have to deal with the manufacturer. ok, I had to pay for the shipping and send it to toshiba to be fixed, and after 1 week I got my laptop back and the problem is still there, even they stat that they replace something, I think it was the wifi adapter. I don't want more headache and to keep pay for shipping for no reason, I gave up and decide to use a USB network adapter ( Which I don't like to have all the time in my "NEW" computer). My problem now is that I need to format my hard drive and make 2 or 3 partitions, so to do that I will need to have a copy of my operating system, and drivers to install them after that operation. I don't know why you guys require me to pay $39.95 to get something which suppose to be mine and I bought it with my computer, Just I want to use different way than the way you choose for me. I am an IT student, and I don't have that money to keep just spending especially for something that suppose to be mine and I paid for it already. Back, when we used to buy a new laptop, we get a copy of drivers in case we want to format our HDD or make any change, and sometimes we get also a copy of our OS; and that make sense because you pay for the computer including those things. who will buy just a hardware with no OS neither drivers? of course no one. Later with the new technology I bought a Samsung Laptop running on win8, almost same features of this toshiba just smaller HDD, When I called Samsung to ask about my recovery media, they just ask me for my mailing address and they sent me a recovery disk. I gave that laptop to my brother and and bought this Satellite P55. Now Please explain to me why you have to force me to pay for something That suppose to be with the laptop you sold me to be working. I did choose this laptop because of the large HDD, and now I want to make more partitions ( real not virtual), which I have to do for a school reason (I am preparing for my A+ now). why whenever I try to call the customer support I get hard time, some don't even understand what I am talking about, and others just ask me to pay online if I want to get it. I am posting here because I hope somebody who care really about customers and know what mean giving a good customer service can see my post and give some help, I need help please because as I said I am a full time student without job for now, and I can not pay for that because I don't have the money and also because I suppose to have those tools so your product can work for me. I invest already more than $700 for buying this machine, paid shipping to fix the wifi problem ( and not fixed), paid to buy usb adapter, why all that???? why I need to keep paying just more and more for everything. Help me please Thank you. now since thing got to that point I include in my complain also, the problem which didn't get fixed when I sent my laptop. because I really bought an usefulness machine, what I need to do with a computer that can not keep connected to internet? many times while doing homework of filling some application, when I hit submit I figure out that I am disconnected and I have to do everything over. Why I have to pay

Desired Settlement: Since you didn't fix my computer the time I sent it,and with all this hard time I am having, please just give me my money back or change my Laptop with another one working well but I will need my recovery media included. As I said my problem start in the 1st 2 weeks, but I went to best buy 2 days late, and they said you guys are the only one who can exchange or refund the product. thanks

Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 08/28/2014, 09/03/2014, and 09/04/2014 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2014 Problems with Product/Service | Complaint Details Unavailable
9/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop on 6/8/14 for my daughter for school and she opened it last night finally ( 8/27/14) to get it ready for school next week and to both of our surprises, the AC Adapter was broken as the little pin has come apart making the part useless to charge the laptop n When I called the 800 # this afternoon ( 8/28/14) to explain my issue, they advised me this part was NOT under warranty. Why does the company offer a one year warranty but when it is time for a consumer to use the warranty it becomes useless or too much of a hassle to even file a complaint The laptop I purchase was a Toshiba C55-A5105 Serial # *********

Desired Settlement: I am either requesting a replacement of defective part at NO charge and I would be more than glad to send back the defective one

Business Response:

 A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer purchased the laptop on 06/08/14 and on our system it shows the first boot date of the laptop was on 06/13/14 meaning to say, our customer turned on the computer 5 days after the purchase date so our customer has the opportunity to contact us to report or inform us about the issue and any physical or accidental damage is not covered by the standard limited warranty of his computer. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

since the 1st boot date was 6/13/14, what is the limited warranty on their laptop products?    1 hour limited warranty from boot date and time???
Regards,

*********** ***

Business Response:

 A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer purchased the laptop on 06/08/14 and on our system it shows the first boot date of the laptop was on 06/13/14 meaning to say, our customer turned on the computer 5 days after the purchase date so our customer has the opportunity to contact us to report or inform us about the issue. The standard limited warranty does 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 service providers, use outside of the environmental or operating parameters, or use with incompatible third party products.” At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order #: ******* Customer #: ******* Order Date: 7/19/2014 Description: Toshiba 4TB Canvio Desk Desktop External Hard Drive (Black/Black) HDWC240XK3J1 Invoice #: ********** RMA#: ********** FedEx Tracking #: ************ I have been waiting for this package for days. Today, i finally decided to contact fedex regarding the package. First i used the tracking provided, then i called the FedEx center. I was informed that the package was left at my front door (i live in an apartment community). I was told the package was delivered on 7/23. I enter my apartment using my front door. If the package had been left there, i'd have found it by now. During my call with the FedEx representative, i informed her that the package was never left there. She suggested that i contact my neighbors, which i did. I checked with the front office, nothing. I called Fedex back, i informed them of all of this. The representative informed me that i needed to have the shipper (toshiba) file a claim then they will research the issue. I called the Tech support and asked them to transfer me to the Acclaim department. They looked into the issue and told me to call the sales department and that this type of issue happens all the time. They informed me that Toshiba would be able to reship the drive to me. So i called that department. The representative was at best a robot, at worst unhelpful. The ENTIRE time she repeated to me the same line, "we will email you, you respond, then we will investigate, if we decide in your favor, we'll ship you a new drive." She tried multiple times to hang up on me. I kept explaining to her what FedEx said. She did not care. She would not help me. She then said, if the drive is shown as shipped, Toshiba will NOT ship me a new one. It's not their problem. Now i'm out my money and have no hard drive. I think it's unfair and cruel. I don't make millions. Toshiba has millions. Why must i lose in this when i did nothing wrong? Where is the fairness in all of this?

Desired Settlement: All i need Toshiba to do, is to have someone contact me. I will send them signed statements from my apartment office, and take pictures of the surrounding. They could come to my house to verify i don't have the hard drive. I will do anything to have my hard drive. That's all i want. I had a hard drive, but it was defective. So i had to send the old one in and buy a new one. I not only lost the hard drive, i lost all that was on it because i was unable to recover the data. I paid for this new one to come to me so i could start getting the data back. All i want is my hard drive. I need a replacement. ASAP.

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we already reviewed her complaint and we found out that our customer has already provided a replacement for her unit by Toshiba Direct. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently ordered a laptop computer from Toshiba Direct www.toshiba.com. The product was a Toshiba C50-AST2NX2 with an i3-3110M processor that has a speed of 2.6 GHz. It comes with the Windows 7 operating system, which was a major reason for the purchase. It also features a 750 GB hard drive and 4GB of RAM and a 15.6 inch screen. I also purchased a carrying bag, mouse and 8 GB memory stick as a package deal. All was paid for by paypal online. The purchase was made on August 1, 2014. Today, August 5, 2014, I received an e-mail from Toshiba that said "We would like to inform you that unfortunately, the custom-built laptop model that you originally ordered has been discontinued and was transitioned to the Toshiba Satellite C50-BST2NX3 which is the direct replacement , this has the same specifications for the same price." The problem here is, it does NOT have the same specifications for the same price as indicated in the e-mail. The amount of memory and screen size is the same, but the processor is not the same. The replacement computer has a i3-3217U Processor with a speed of 1.8 GHz which is significantly slower than the processor that was included in the computer that was originally ordered. I called them to request that they give a me a processor upgrade on the new laptop, at no additional charge. The first customer service rep said that they couldn't do that, so I asked to speak to the supervisor. I was told the same thing. It seems a bit like a bait and switch situation - you buy one model, but then they tell you they don't have it anymore and they offer you one that isn't as good. I told them they were not making a customer out of me, that it is possible to change the processor on the other laptop to one with a comparable speed to the one I originally ordered but they wouldn't budge. I asked them why they sold me something that they didn't have to sell in the first place. They had no satisfactory answers for me. In the end, I cancelled the order rather than have a laptop that was below the expectations of the one I had originally purchased.

Desired Settlement: I would like for them to provide me with a Windows 7 os laptop that ACTUALLY IS the same or better than the one that I had ordered originally, at no additional charge. I believe this is a fair and just outcome for both parties.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any information in our system under our customer’s name, address, email address, and phone number. Our customer can contact Toshiba Direct for more details at ###-###-####, at this time we consider this matter closed.

Consumer Response: According to their e-mail to me, the account #*******  and order # *******.  I copy and pasted the actual e-mail from them and attached it to this message.  I had provided this info in the original complaint.  I suppose Toshiba is going to say they have no record of doing business with me.  Please encourage them to hurry with a resolution, I'm in nursing school and really need a laptop.  

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer was notified about the issue and the customer choose to cancel the order due to specifications and based on our Terms of Sales, we fulfilled our obligation. (Section 2 Paragraph 2) “Orders are not binding on TAIS unless accepted by TAIS. Acceptance of an order occurs when product ships. Acknowledgment of receipt of an order does not constitute acceptance of the order by TAIS. Product ordered may become unavailable due to product or parts shortages, discontinuance of product, or other reasons. In such event, TAIS will promptly notify Customer via email, if provided, or telephone.” At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2014 Problems with Product/Service | Complaint Details Unavailable
9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I receive regular emails from Toshiba with specials on their computers. I have bought a number of Toshiba laptops over the years, and am always looking for the right combination of price and specs to buy more for my small business. I received an email which listed a Satellite S50-ABT3N22 Laptop with an i7 processor, windows 8.1, 5GB memory, 750GB hard drive. When I clicked on the link, it loaded that computer with only 500GB hard drive storage. I got on a chat with "Eliza" from Toshibadirect.com and explained this disparity. She sent me a link to the same product with the same specs. When I explained the problem again, she told me that she would pass my concerns along to a supervisor and that has not happened in 72 hours.

Desired Settlement: I want Toshiba to honor their advertised specs for the price listed without having to pay a hidden upcharge.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our system under the customer's information Name, Phone Number, and Email Address. The customer may contact Toshiba Direct at the phone number ###-###-#### for more details, at this time we considered this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 attached the body of the chat that I had with a toshiba representative, a copy of the advertising email I received from them, as well as a copy of a screen shot of the web page that I was directed to by clicking on the link from both the email and the chat showing a discrepancy between what was offered and what was available.

Regards,

****** ****

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS would like to inform our customer that this was a typographical error and we cannot honor to upgrade to 750GB hard drive based on the email disclaimer. This model has since been discontinued and is no longer available. At this time we consider this matter closed.

Disclaimer in marketing emails:

1 Satellite® C50-AST2NX2 laptops only $399.99 after $120 instant savings and $30 online coupon code DDC50S626. Limited coupon available (100). Offer ends 6/26/14, 11:59 pm EST. Offer available online only. Limit 1 per customer. Exclude resellers.

8 Save up to $50 off Microsoft Office (Office Professional 2013) with the laptop purchase. Offer ends 6/30/14, 11:59 pm ET. Limit 5 per order. Excludes resellers.

Limit 5 per offer per customer unless otherwise noted. Not responsible for typographical, technical, or descriptive errors of products herein. Offers available while supplies last. Prices are subject to change. Products described on this e-mail are only available to residents of the United States of America.

© 2014. All rights reserved. Toshiba, Satellite, Qosmio, Kira and Portégé are trademarks of Toshiba America Information Systems, Inc. and/or Toshiba Corporation. Other logos and trademarks are the property of their respective owners. Subject to change without notice.

Toshiba America Information Systems
9740 Irvine Boulevard, Irvine, CA, 92618-1697, USA

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 BBB should lower their BBB rating to reflect Toshiba's lack of commitment to honesty in advertising.

Regards,

****** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba distributed the Portege m400 Tablet with Windows Vista (I have the COA on the back). According to Microsoft licensing agreements they are supposed to provide a way to recover the operating system upon the sale of Windows. Toshiba has a way to order recovery discs online through their website; however, the recovery discs are for Windows XP (A downgrade from Vista). Regardless, I ordered the XP discs, and they do not work. The recovery discs Toshiba sells for this model have trouble recognizing the hard drive because they were never created to support Sata drives. The discs were never compatible with the hardware in the laptop since Windows XP does not natively support the Sata drive in this laptop upon install. The recovery discs never functioned for anyone that bought them and were a scam from the beginning. Toshiba knows this and has probably conned thousands of people out of their money. There are multiple forums, complaints, people using external floppy drives to hack the files in, and people slipstream hacking Windows XP just to try to get it to work with this hardware. I demanded a refund from five representatives at Toshiba. Toshiba said all sales were final, and that a refund would not be given. I want a functioning product or my $30 back. Toshiba is knowingly violating Windows licensing agreements, selling fraudulent software, and scamming people out of their money. A few complaint forums for this product can be seen at:  ****************************************************************************************************************************** *************************************************************************************** **************************************************************************************

Desired Settlement: A refund of 30.00

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the original Operating System of the unit of our customer is Windows XP Tablet Edition 2005 and as per the Recovery Disc that he purchased from the website is also a Windows XP so therefore it’s the same Operating System. At this time we considered this matter closed.

Consumer Response:

The computer came with a Windows Vista COA on the back and a SATA drive.  This computer did not initially come with Windows XP.  If you even read the complaint you would have seen all the forums complaining about this specific topic.  Toshiba intentionally sent me a defective disc.
 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** ******

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the original Operating System of the unit of our customer is Windows XP Tablet Edition 2005 and as per the Recovery Disc that he purchased from the website is also a Windows XP so therefore it’s the same Operating System. Please see the attachment for the detailed specification. At this time we considered this matter closed.

Consumer Response:

The recovery disc doesn't even work and it has been recommended that I take this to the Federal Trade Commissions.  You are not even reading my messages.
 
 Toshiba distributed the Portege m400 Tablet with Windows Vista (I have the COA on the back).  According to Microsoft licensing agreements they are supposed to provide a way to recover the operating system upon the sale of Windows.

Toshiba has a way to order recovery discs online through their website; however, the recovery discs are for Windows XP (A downgrade from Vista).  Regardless, I ordered the XP discs, and they do not work.  The recovery discs Toshiba sells for this model have trouble recognizing the hard drive because they were never created to support Sata drives.  The discs were never compatible with the hardware in the laptop since Windows XP  does not natively support the Sata drive in this laptop upon install.  The recovery discs never functioned for anyone that bought them and were a scam from the beginning. Toshiba knows this and has probably conned thousands of people out of their money.  There are multiple forums, complaints, people using external floppy drives to hack the files in, and people slipstream hacking Windows XP just to try to get it to work with this hardware.  I demanded a refund from five representatives at Toshiba.  Toshiba said all sales were final, and that a refund w!
 ould not be given.  I want a functioning product or my $30 back.  Toshiba is knowingly violating Windows licensing agreements, selling fraudulent software, and scamming people out of their money.  A few complaint forums for this product can be seen at:

****************************************************************************************************************************** *************************************************************************************** **************************************************************************************
 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba television about two years ago and the remote stopped working after less than one year. I finally decided to replace it and the power button stopped working after less than one week. I spent over two hours on the phone with Toshiba being transferred to different departments and being put on hold. They then told me that they will not return the item without the invoice they sent me via mail, even though I have an email confirmation and the email copy of the invoice.

Desired Settlement: I am requesting a refund of $37.08, which is the cost of the remote plus shipping costs.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our system under our customer's information Name, Phone Number, and Email Address, at this time we considered this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2014 Problems with Product/Service | Complaint Details Unavailable
9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sunday 7/6 my 7 month old Toshiba Satellite L55t-A5290 laptop started to extremely overheat out of the blue. I had been using it that day and was in the middle of using it when I picked up to move it and burnt my wrist on the corner; that’s how hot it was. I immediately turned it off and let it cool down and when I restarted it later, the overheating occurred within 1-2 minutes of start up. The laptop was is perfect condition- no scratches, dents or dings; I had had no issues with it, had not loaded any additional programs beside Office. The next day (7/7) I called Toshiba support and started the process to send the laptop in for repair. I had some questions about the process which the first rep could not answer so I was sent to a case manager-Chester. At this time I was again asked about the laptop burning me. I again stated that I was not severely burnt; the laptop just left a red mark and I was merely trying to convey how hot it was getting. We continued to discuss the repair process and how long it might take to fix my laptop. I was advised that it was advantageous to pay for the pre-paid insured shipping box through Toshiba and that this would insure the care/handling of my laptop during shipment and protect against any damage. I received an email after the call to complete the process and wait for the shipping box to arrive. On 7/22 I received an email saying that my laptop was received by the depot and then later that day another email stating that the repair could not be completed due to physical damage. I immediately called the customer service number back and asked to speak with someone to discuss this issue. Once I was able to connect with a customer relations supervisor- Bernard- and over the next 2 days- I was only able to be informed that the depot stated my laptop touch screen was damaged and that I would need to pay $400 plus to have it fixed- this information was repeated to me several times. I told Bernard that I needed to have this damage explained and shown to me as I did not send a damaged laptop in. He finally was able to get me pictures of my laptop which showed a cracked screen- this was not how my laptop left my possession. This now began a week of calls with Bernard and then his manager- ******- going back and forth try to explain that I did not send in the laptop in that condition and someone needed to address this. My last call with Rachel on 7/25- resulted in her focusing solely on my “burned hand” and saying that my ticket should have never been processed as it was and should have been sent to “Special Handling” as is the process with any injury related claim. She now was insistent that I needed a “medical certificate” from seeing the doctor for my burn and pictures and that this was the only way my laptop would be fixed. Again, I told her that I didn’t see a doctor nor was I advised that I should document or photograph my wrist at the time of the call and at that time the red mark was gone. And also that this was no longer the issue because I did not damaged my laptop so the repair needed to be handled/addressed by the depot and Toshiba. She promised me a call from someone in Special Handling on Monday 7/28 that would then process this claim to fix the laptop. By Tuesday I had still not received a call so I dialed the customer relations number and asked to have my case looked into. The rep said that Special Handling had opened my claim and I was again promised a call within 24 hours. I did not hear from anyone until Thursday 7/31 of that week when ****** called me- he was very argumentative and condescending from the moment he called. He told me – as everyone else had been blindly repeating- that my laptop had physical damage and it was my responsibility and they would not fix it. I told him that I did not send it in like this and they needed to investigate their customers claim and what I was telling them. I asked about the “Special Handling” claim I was previously advised of and he sharply stated that that was no longer of any use and did not discuss it any further. He told me that my laptop was being shipped back to me unrepaired and that was it. He finally asked if I had any pictures of the laptop prior to shipping and I said that my mother had taken some. He asked that I email them and he would follow up. The next afternoon (on 8/1 at 2:19pm EST) I received a call from ****** thanking me for the pictures; that they were very helpful and he told me that he had good news. He told me that my laptop had been repair and all damages were fixed. I questioned him on this several times as I was told it was shipped the day before and he told me at that time it was not repair- so how was it now all of a sudden fixed? He said that the depot had fixed it and he was sorry for the confusion but he ensured me that it was repaired and that I would be receiving my laptop as if it was brand new. I asked him if this meant that they were acknowledging the fact that I did not damage my laptop and he replied that yes, what I said was true. He again promised me a completely repaired laptop- which I was still expressing confusion about- so he told me to call him back when it came if I had any issues. My laptop arrived later that afternoon- with a cracked screen. I immediately called the number he gave me and asked to have ****** call me right away. He asked me what the matter was and wanted to know if the laptop was function. I told him it didn’t matter if it was functional- it was broken and unrepaired- something he had promised me. He was speaking in an unprofessionally loud voice and was very argumentative and condescending. He told me that I needed turn the laptop on to see if the overheating issue was still present. At this point, the laptop would not even turn on. I asked him how he was going to resolve this and he told me that he needed to follow up with the depot to see if they would repair it and that the physical damage was not covered. We then got into a discussion about the fact that he had just told me it was repaired and I had provided pictures so I expected him to honor his statements. At this- he started to get very angry and was speak even louder. He ended the conversation by asking me to put the- broken and unusable- laptop aside and not use it and wait for him to call me back. On Monday 8/4 I received a call from ****** stating that the system was incorrect when it displayed the laptop had been repaired so that this information was incorrect and the physical damage was out of scope and they wouldn’t deal with it. I asked about the pictures of the laptop that were taken the day of and day before it was sent- and he claimed they weren’t clear enough. (This is preposterous might I add) And then again, I stated that he promised me that my laptop was fixed and he should honor that. He sarcastically told me that we could be on the phone for 8 hours (direct quote) and it wouldn’t change anything. I had his apology for providing wrong information but he didn’t need to live up to it. And that was that. After 2 weeks of being given the run and not being listened to and basically being called a liar; I was promised a service and then denied it. Even after I had provided evidence that I did not damage my laptop. I have an email from the depot stating that the overheating issue was most likely due to a damaged internal cord that connected the touch screen to the mother board and that this was covered by the warranty. This (warranty covered) part has gone unrepaired and my laptop that was otherwise, in perfect condition, now has a cracked screen and will not turn on. I have been sick to my stomach since this whole ordeal began and have ended almost every call in tears. I cannot believe the way I have been spoken to and how my concerns as a customer have gone ignored.

Desired Settlement: Honestly at this point I would like a new laptop but I just want one that isn’t broken. I did not damage my laptop, so at the very least, it should be completely repaired at no cost to me. And an apology for the way I have been treated would be nice.

Business Response:

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I only had it 3 months and 5 days when my key board started messing up sometimes its ok others you are literally having to bang on the keys to get them to type. So I contacted ***** ***** where I bought it at and they said of course my warranty was out by 5 days with them and I would need to contact Toshiba. Toshiba has some polite people working with them but after hours on the phone with them I don't get anywhere and nothing gets fixed. It has now also come to my attention that the Ethernet port on this laptop does not function. So when I called about that first they said I would have to buy something and when I went off saying this is something my computer came with not something I need to buy. The lady kept me on the phone another 45 mins or so telling me how to program the drive to work, guess what it doesn't work. The CD burner doesn't work either. I get green screen constantly everything I call them about they try to tell me I need to buy something from ********* and every time I tried to talk to ********* it is a $400 fix then I call Toshiba back and it is $400 to fix. It seems like Toshiba and ********* have become cohorts in this mess. When a ********* program offer pops up and you say no thank you within a day or two another problem arises. I use my computer everyday and I am not illiterate but I am shortly beginning to think this was the worst purchase I have ever made and I am telling people about it after this. I don't want to be without my computer while it is being fixed it should have worked right from the start. I see someone else had a keyboard problem and they still are not satisfied so where does that leave me.

Desired Settlement: To be refunded or get a replacement that is under complete warranty with everything working not having to add something to make it work and no Windows 8 and not having to buy something to keep it working just one that works right from the start. CD burner, Key board, Ethernet Port and no green screen with the solution being I buy one more thing.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s computer needs to perform a basic troubleshooting to find out what would be the root of cause of the issue. TAIS would like to inform our customer that she needs to provide what is the best time and date that we can perform or process troubleshooting. If the customer has any questions or concern they may contact us at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop Aug 15, 2013, which carried a product warranty until Aug 15, 2013. On August 11, 2013, I reported that the casing was coming apart and cracking. I noticed this around the end of July but did not report it because I was hospitalized the day after I noticed. On Aug. 11, 2013, when I called the representative had me to examine the laptop. I did as he instructed at which time I discovered that a screw had fallen from the bottom. The company refuses to honor the warranty and repair the computer. I offered to send them photos after it was insinuated that I dropped it to prove that there are no trauma around the area that the screw came out. I have not had this laptop one full year. No screws should be coming out. The fact that the screw came out is what cause the crack any time the top opened. This is not my fault and I feel that if screws can come out on their own then it should have been disclosed to the consumer at the time of purchase. I paid for this product and I deserve for the warranty to be honored.

Desired Settlement: I want the case repaired or a replacement. I want the warranty honored.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that the issue is not covered by the standard limited warranty of her computer due to physical damage. Our customer can contact Toshiba repair services to schedule a repair at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop in December of 2013 from ******* in Oskaloosa, Iowa. The Windows product key is expired which is the main operating system. On all other computers you have a windows key code and mine does not. I cannot use my computer at all after spending $399.00 plus tax. I was told by a ******* sales associate that they do the expired key so people who steal them cannot use them for very long after taking them and two other people came into ******* with the same problems as me and they paid out all the money Toshiba wanted them to and they still cannot use there computers. I called Toshiba and they wanted me to pay for them to do different things to my computer and they would not guarantee that it would fix it. Now, ******* has put all of these products on clearance.

Desired Settlement: I would like refunded my $426.93... Or a new laptop

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has advised our customer to send her computer to our depot repair facility so it can be fixed and diagnose as well what is the other issue. 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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

I was asked to send me computer to them at no cost, they would send a packaging box and label so I can send it to them.  They said they Guarantee it will be fixed, they will put the new operating system on and check the hard drive because my computer actually is covered on the warranty even though a representative that I spoke to on the phone said it wasn't.  So now I just wait and see.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Computer just out of warranty-Repaired w/motherboard & hard drive. Now cursor skips around when typing & cannot load Office. This is unacceptable. Bought computer at **** *** 04/29/13 for 629.99- Model *************, Serial *********. Had trouble off and on needing to Reboot, again added programs, etc. several times. Computer died in May 2014. I took to **** *** and had to get another year of their service for them to help. They sent off computer for repair and when returned it cost 273.93 for another motherboard and hard drive. The computer still is not working correctly. The cursor skips madly around when typing. Also, I cannot load Office 2013.

Desired Settlement: Companies are responsible for their products. This computer is a lemon. When I visited this company's website to write them, I could not. They do not seem to stand by their products.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research our customer’s computer is already out of warranty since 04/29/14 and since our customer mentioned that they took the computer to **** *** for repair TAIS will advise our customer to contact **** *** again to check what would be the problem since they paid for the service or they can contact Toshiba Repair Service at *************, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I know the warranty ran out at 13 months....a month after the end of the warranty.  Still, I think this company should stand by their products and provide new replacement parts, refurbished parts are not acceptable because there are these parts are not completely sound.  I have tried to type on my emails only to have the cursor skip around the document.  This is not the behavior that is to be trusted and therefore, my emails take twice as long to prepare before sending. 

I will not be ***ing another Toshiba product in the future.  Companies that don't stand by their products cannot possibly expect to stay in business. 

Regards,

**** ********

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research our customer’s computer is already out of warranty since 04/29/14 and since our customer mentioned that they took the computer to **** *** for repair TAIS will advise our customer to contact **** *** again to check what would be the problem since they paid for the service or they can contact Toshiba Repair Service at *************. And using our customer information like name, phone number or email address TAIS cannot find any records in our system regarding to the issue before the warranty runs out, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have bought several external hard disk drives and 4 have failed due to spindle breaks. I have lost over 4 TB of very important data and these drives broke between 15, 30 and 50 days after purchase. The company refuses to refund my money unless I give them a credit card and also refuse to pay for or do data recovery. I have to get a coupon for returns to be used only on Toshiba's own website to buy their products. I want my money refunded for the current 2 drives, a 2TB and a 3TB, so I can replace them with another manufacturers' HDD. Too many Toshiba drive failures in a very short time and very poor customer service does not make me want to buy any more of their products.

Desired Settlement: A full refund for both drives, approximately $200, and for Toshiba to cover the cost of the data recovery for both drives which will cost up to $3,500.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS cannot find any information in our system using the customer information (name, address, email address & phone number), at this time we consider this matter closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba Satellite S55T-A5379 laptop at the end of October 2013. By April of 2014 the black covers for the screws had come off the screen. In May I took the laptop back to Staples, where I had purchased it, and their technician said "the hinge is very loose and the screw is coming out This is a manufacture defect/design flaw and should be covered under the warranty". I called Toshiba Warranty and explained what Staples had said and that the screws were coming out of the screen. I was told that it was covered under the warranty and I had to pay 29.99 to mail it to the "Toshiba Depot Center" and this would take 7 to 10 days! I called Toshiba to see if I could take it to a local authorized repair center and was told yes, only to find out that the local repair facility could not take the Satellite laptops and they had to be mailed to the Depot Center. The Depot Center said the whole top part of my laptop had to be replaced and that it wouldn't be covered under the warranty. They are saying my laptop was physically abused, however there is not a scratch or dent on it and the touch screen works and is not cracked or damaged. The Depot also stated to me they didn't know what would cause the screws to back out of the screen and they weren't allowed to take my laptop apart. I didn't authorize any repairs and had the Depot Center return my laptop. When I got my laptop back and opened it up, I did not receive it back in the same condition that I had mailed it. The screen is cracked in 2 places, which is new damage caused either by the Depot Center or in shipping. However Toshiba Customer Service informed me they would not cover the new damages because it had been sent to the Depot Center for a hinge repair. I read the warranty and the warranty says cosmetic damage is not covered and says nothing about physical damage. Screws coming out and a loose hinge is an engineering and design flaw, poor workmanship, not physical or cosmetic damage.

Desired Settlement: I want my laptop replaced with a new, not refurbished laptop. I have never had a hinge or screws come out of a laptop before. Customer Service with Toshiba is very poor and gives you the run around. If my repair was covered under the warranty, then they shouldn't have had me pay to send it to the Depot Center for repair. A customer shouldn't have to go through all this mental anguish and anxiety to get something fixed. I could understand if my laptop was in poor condition and had actually been physical abused, but it still looks brand new, or at least it did before it went to the depot center. Now it has a cracked screen in addition to a defective hinge.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer already spoke to one of our representative form CEO department and they already provided a solution sending in the computer to our repair facility to have it fixed, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2014 Problems with Product/Service | Complaint Details Unavailable
8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After countless attempts to get my laptop repaired through warranty. they will not allow it, even though it doesn't end intill Nov 2014. Con artist! Today is Aug 7 2014. My Toshiba laptop was running perfectly last night & I honestly treat this product like fragile glass. I work at home, in a separate office that know one else has access to. My laptop never even left my desk in the short amount of time I had it. There is no possible way I could of caused this kind of damage to it & it definitely did not happen on accident. Today, as I awaken, I go to turn my laptop on for work & the display is completely pixelated & there is a huge black bar across the screen! Shocked, I immediately contacted Toshiba Support @ 800-618-4444. The agent addressed me rather rudely & kept interrupting me,saying the warranty does not cover SCREEN ISSUES. Never once did it state that in the POLICY, if it did, I wouldn't of purchased this computer from them!I honestly have never heard of such practice in my many years of customer service. The agent then transfers me to a shift manager named *****. He insisted on calling me a liar, & repeatedly kept saying screen issues only happen from the user itself & is never the companies fault. I honestly couldn't believe what I was hearing! What makes it worse is that my warranty does not end in till NOVEMBER. He said well the only thing I can do is have you ship it to our repair depot & they will look at it & send it back without repair the product. You must pay all shipping, both ways. Never have I had such trouble with a company in my life. Honestly the product had a slight flicker in the screen, when I first unboxed it, never thought anything of it at the time. It is just unacceptable that they will not do anything to help me. They treated me like a criminal & a liar. I could understand if I dropped my laptop or treated it poorly, but in all honesty I am SO CAREFUL with it. MY COMPUTER PROVIDES MY INCOME. I TREAT IT LIKE GOLD.This is like a slap in the face. There is no reason this should be happening. I even googled the issue & many users say it could be a faulty wire or loose wire. How is that my fault? They are honestly just scam artists, who most likely put used or refurbished parts into a computer & call it new! After trying to explain to him, that what he is telling me is not possible for 20 mins. He finally agrees some manufactures can distrubute faulty screens & he will see what he can do. "Pull some strings" as he put it. I waited on hold for a good 20 mins & he finally comes back on the line, saying he talked to his supervisor & there is absolutely nothing he can do. He once again said lcd issues are from user error not the company. Basically calling me a liar once again for the 10th time. This is such unacceptable behavior to treat customers this way! I paid over 500$ dollars for this "laptop" not even a year ago, & it dies like this? WHAT ARE YOU USING TO MAKE THESE LAPTOPS, GLUE!? STAY FAR AWAY FROM THEM. They will treat you like gold when you are offering them money, but when its there turn to help there customers or even just stick to the own company warranty policy, they will turn against you so fast & treat you like a criminal, & a liar. Toshiba is causing me to loose part of my income because now I have nothing to use for work! I AM COMPLETELY DISGUSTED! My serial number is ********* Satalite.

Desired Settlement: I honestly should file for loss of wages, being I work at home & this issue is causing me to loose many days of work!! I'm not asking for that through, ALL I WANT IS MY LAPTOP REPLACED. I am still under warranty, I DESERVE TO BE TREATED AS SUCH! I have never been so insulted by a company in my entire life, & I will never deal with them again. Family & friends won't either. I wouldn't recommend TOSHIBA to my worst enemy. No one deserves to be scammed & mistreated, as I was today

Business Response:

A Toshiba America Information System (TAIS) representative has been contacted our customer. Unfortunately, our customer was not available and he preferred to contact him via email. However TAIS would like to inform our customer that after doing a research we need to perform or process a basic troubleshooting over the phone so we can diagnose what is the main issue why his computer screen/display is completely pixelated. TAIS would like to know what would be the best time and date that we can do that process. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They have been contacting me, but at extremely odd times. I told **** that the best time to contact me would be at 2pm EST time. The whole trouble shoot delema is not true because I already went through this with the first agent who screamed at me & blantly called me a liar, saying that I must have smashed the screen. I'm extremely offended & appauled of the customer service here at TOSHIBA. 

 
As I've been saying, I work at home & this is costing me 1000's of dollars. I only get paid monthly, so I am not able to afford a new computer. I need a refund for the $500 that I spent on this laptop, or a replacement in the mail. I cant afford to take off work, while you guys "fix" the one I'm using now. If this doesn't get resolved soon, I'm not going to be able to provide food for my family. Please just help me

Regards,

******* ******



Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. TAIS would like to process a basic troubleshooting over the phone to double check what would be the root of cause of the issue of his computer however our customer mentioned he already went through this with our technical support representative. TAIS found out that the issue is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). Our customer can contact Toshiba Repair services for more details at 800-438-3910 to schedule a repair, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

No they blantly lied to me saying that it was impossiable that my item was broken. Once again you guys are trying to scam me. I paid over 500$ for this laptop & you people won't even stand by the warranty & fix it. I need a refund for my product or I will have to further take this into law. You guys treat customers like we are worth absolutely nothing. Everytime I call, THEY NEVER answer. I want my money back ASAP. I never want to deal with you con-artist again.
Regards,

******* ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Manufacturer defect that Toshiba refuses to cover under their own warranty. To whom it may concern, I had purchased a toshiba satellite p50 laptop in May of this year (2014). Less than a month after I had owned this laptop, the bracket that secures the monitor broke. I had read through the limited warranty that I had on the laptop (which can be reviewed in full here: http://cdgenp01.csd.toshiba.com/content/support/pdf_files/stdwar/gma501082010_web.pdf), and it states the following: 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. I also reviewed what was not covered under the warranty, which states: 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 service providers, use outside of the environmental or operating parameters, or use with incompatible third party products. So, since the bracket broke due to simply opening and closing the monitor, and not through any misuse or accident, going by the warranty, this issue should be covered. I called Toshiba support, and was told this is not covered by the warranty. I was directed to the repair shop who told me, that it SHOULD be covered. I called Toshiba support again. After speaking to four different representatives, I was told that the ONLY way the bracket could have broke was if I had dropped it, or by some other accident and that is not covered. I told them that it was outrageous to assume that I would mishandle a piece of equipment that I spent over $900 on. I am a small business owner, part time employee of **** ***, and a father of three. I am not some teenager with a new toy. This was a machine I was hoping would last me several years, and I put my trust in Toshiba, a company that I had told many customers of **** *** was reliable, and had some of the **** value and service in the business. After being told that it was not something they would cover, I told them that my next steps would be to contact their corporate office, as well as the BBB, as they refused to uphold their end of the warranty. They quickly told me they would transfer me to a case worker. She told me the same story, that this could only have been an accident and not their defect. I again told her my frustration and that I would be contacting their corporate office and the BBB. It was only then she came up with an alternate solution. They would have me send the laptop out to their repair office, then they would diagnose if it was accidental or through defect. If they determined it was accidental, they would repair it and I would be responsible for the charge of the repair. I told her this was not acceptable. After everything I had been through, after being accused of treating this laptop poorly, and hearing them use every way they could to dodge having to cover their own warranty, I was expected to send the laptop to them and trust them to fairly diagnose the machine? I told her I was very disappointed in their inability to service their customers. This was not a frivolous purchase; I need to rely on this machine for my business. I willing traded $900 for what I believed to be a quality product. This is not what I received; I did not get what I paid for. This is not some bottom of the line machine that I bought because it was all I could afford. I invested a good deal of money with Toshiba hoping this would service my computer related needs for years to come. A laptop is meant to open and close on an everyday basis. Breaking under normal use demonstrates poor craftsmanship, and cheap parts. It is ridiculous that I can not count on my new laptop to preform this simple function. Same as it is that I

Desired Settlement: I would like to keep the laptop, as it has been set up to my personal settings, and I spent many hours installing all of the programs I use on a regular basis. I do, however, need to have this issue repaired because the problem is getting worse. I would accept a full or even partial refund, to compensate me for the aggravation and dishonorable way they offer a "warranty". If I receive a partial refund, I would like to receive a new bracket with it. Count the refund as my courtesy labor charge, a

Business Response:

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

After doing a research TAIS has informed our customer that physical and accidental damage is not covered by the standard limited warranty of the computer. Our customer can contact Toshiba repair service at ###-###-#### to schedule a repair so the issue would be fixed, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Telling me nothing will be done definitely does not solve the issue. The problem still stands that I hold a defective piece of merchandise. After doing some research of my own, I now know that this is a common issue with Toshiba laptops, leading me to believe the company is using cheap parts in their products to make the most money off their customers. This is not the way to run a business; satisfying your customers needs, and providing a quality product, will in turn yield not only repeat business, but word of mouth advertising. As of right now, the only thing I am telling people is to avoid Toshiba, a company that does not back up its own product, own up to to its own warranties, or care about customer satisfaction in the least.
I again request a solution on Toshiba's behalf; a second chance if you will, to comply with what should have been rightfully offered in the first place. I would like a refund, in full or in part, from having to waste my time on what should have been such a simple matter, and a new bracket, with the offer of installing it free of charge to me at a local repair shop, or one sent to me directly, and I will preform the repair myself, I am more than capable of that.

Thank-you in advance for your further consideration of this matter,

******** *******

Business Response:

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

After doing a research our customer has advised to send his computer to our depot repair facility to diagnosed and check the computer physically by our technician. However, our customer declined that option. TAIS has informed our customer that physical and accidental damage is not covered by the standard limited warranty of the computer. Our customer can contact Toshiba repair service at ###-###-#### to schedule a repair so the issue would be fixed, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 was advised by the representative to send my laptop to their repair facility to be diagnosed, however only after being told that this could ONLY have happened based on accidental damage. I was then told when it was found to be my fault, then they would repair it, and send me the bill. Why should I send them my laptop when I have already been informed of the outcome, and that they are going to force me to pay for it? They don't want to properly diagnose it, they just want to escape the blame. How am I supposed to trust them for a fair evaluation, if this is already a case closed matter? I am more than willing to bring it to a local repair shop, which would be a third party, to properly diagnose it and preform the repair.

Regards,

******** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They did not honor the warranty and repair the laptop. The port of the computer is not working. It will not hold the ac adapter to charge the battery. I sent the device to Toshiba to have it repaired. It was returned to me unrepaired and they did not give me back my ac adapter. One paper said that the port was broken another paper in the same box said there was nothing wrong with the device. I called for clarification and was told that the cover was broken. The cover is not broken and I sent them pictures showing that I did give them the adapter, it was not returned and the cover was not broken. They have sent me two ac adapters none of them fit. The last time I called they confirmed that I was sent the wrong adapters. I reiterated the problem is the port anyway. However, they told me that I have to pay for the repair. My warranty does not end until October 2014 so I do not feel that I should have to pay to have it fixed plus shipping. They say I do because I bought it at Walmart instead of their website. However, it does not say that on the warranty.

Desired Settlement: I want my money back.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on Monday 5/05/2014 9:03am in our repair facility with a physical damage, 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, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

No where in the warranty does it say that the port cannot be fixed.  The port of the computer is indeed covered.  One of the paperwork that they sent to me indicates this.  Besides none of the power adapters fit the pc. 

Regards,

****** ******



Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on Monday 5/05/2014 9:03am in our repair facility and when our technician diagnosed the computer they found out that is a physical damage, 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, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I own a 65HM167/177 TV with a faulty DLP chip. Toshiba said they'd send me a new chip due to it being faulty and I never received one. I purchased a Toshiba 65HM167/177 TV and when purchased I was told it had approximately 8000 hours of TV life to it. I've used it maybe 2000 hours and about 4 months ago I started to notice white spots. My warranty through Sears had expired so I called Toshiba. They informed me that it was a faulty DLP chip and that even though my warranty had expired they'd send me a replacement chip with instructions on how to replace it. The representative informed me that Toshiba acknowledged it was a faulty chip. I still have not gotten the replacement part or any offer for repair. When I called back 7/17 I was informed that it is not a faulty chip and the representative I spoke with told me "tough luck" and when I asked to speak with a supervisor I was hung up on. I called back and asked to speak with a supervisor and the representative asked me what the nature was. I informed them of my issue about being told I'd get a replacement part and hadn't received it. They told me there was nothing on file and that she couldn't tell me if Toshiba acknowledged it being a faulty chip since they are not made aware of that kind of info. I asked to speak with a supervisor again and was informed the supervisor was not in and was asked for my personal information and I would receive a call back later that day or the next morning. Today is 7/25 and I have not received a call or anything form Toshiba. After spending over $3500 for the TV I would just like for it to give me the 8000 hours Toshiba stated it would give me.

Desired Settlement: I want for my TV to work. A replacement DLP chip or a TV equivalent to mine is what I am seeking.

Business Response:

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

After doing a research TAIS cannot find any records under our customer information using ex (name, phone number, and email address) regarding to the issue of his T.V. If the customer can provide like any case I.D number they may contact us at 949-461-423, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was never given a case ID and as stated in my original complaint I was even hung up on.  I never received a call back from a supervisor to get additional information in regards to my issues either.   How am I supposed to come up with a case ID when all I received was the "run around" and flat out poor customer service?   I have attached pictures of the TV so you can see what I have had to deal with.

Regards,

******* *****


Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted of one of our case managers/ level2 technician to support our customer about the issue and our customer mentioned he bought his T.V year 2008 at this time our customer’s T.V is already out of standard limited warranty and there are no records under his information regarding to this concern. They may contact Toshiba repair service at ###-###-#### to set up a repair, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba 65HM167/117 in 2008 and was informed the TV life was approximately 8000 hours. I have used the TV for about 2000 hours since that time. In March 2014 I started to see white spots on the TV. Knowing the warranty had expired I called Toshiba to check on the price of the repair. I was informed that the TV had a faulty DLP chip and that it would be replaced. The representative asked for my model and serial number along with personal information which I gave them and was told I'd be receiving a new DLP chip with instructions on how to replace it. On July 17th I called Toshiba since I hadn't received the replacement chip. I informed the representative of my issue and was then told that the chip is not faulty and "tough luck". I asked to speak with a supervisor and the representative hung up on me. I called back and spoke with a different representative and asked for a supervisor. She informed me that the supervisor was not in at the moment and asked if she could help with my issue. I informed her of the issue. She told me there was no record of my call in March and that they don't receive information on faulty products or parts. She then took down my information again and let me know that a supervisor would be calling me back. Today is 7/25 and I still have not received a call back or the replacement part. I had spent over $3500.00 for a TV that only gave me 1/4 of the life promised in the advertisement.

Desired Settlement: I would like for Toshiba to send a replacement DLP chip like promised or to send someone out to repair the part. If the part is unavailable I would like an equivalent TV with 6000 hours of life (8000 hours advertised - 2000 hours used).

Business Response:

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

After doing a research TAIS cannot find any records under our customer information using ex (name, phone number, and email address) regarding to the issue of his T.V. If the customer can provide like any case I.D number they may contact us at 949-461-423, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear here.

I was not given a case number as multiple calls proved the customer service representative did not even make any attempt to even save my information or complaint.

Regards,

******* *****



Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted of one of our case managers/ level2 technician to support our customer about the issue and our customer mentioned he bought his T.V year 2008 at this time our customer’s T.V is already out of standard limited warranty and there are no records under his information regarding to this concern. They may contact Toshiba repair service at ###-###-#### to set up a repair, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My computer has been having problems with dvd drive since day 1 and they want me to send it to them to fix it and I can't. The tech support people will not even try anything else to fix it and was very rude about the issue. The problem was reported before my warranty was up and now that it is up they want to charge me to fix it. They do not stand behind there warranties at all

Desired Settlement: I want the dvd replaced or at least somebody to try something else before assuming I automatically have to send it to them. If they would just send me a new drive I am a computer tech and can replace it myself

Business Response:

A Toshiba America Information System (TAIS) representative has been contacted our customer. Unfortunately, our customer has not returned of correspondence requests but TAIS would like to offer a onetime repair even though his computer is already out of warranty. Our customer can send his computer to our repair facility to check and diagnosed what would be the issue so it can be fixed as much as possible, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2014 Problems with Product/Service | Complaint Details Unavailable
8/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a toshiba c-55a laptop from Best Buy in Dec 2013. It has a year warranty. I went to use my windows media player and it wouldnt work so i called tech support. They took remote access of it and said it had a problem. I said it was under warranty and they told me that the warranty didnt cover that but they could give me another warranty and it would only cost me $159.99. I told them i didnt have that kind of money so they told me I could get a one time fix for $99. I told them i didnt have that because I was on disablility and she said let me get my supervisor. Then she got on the phone and told me since I was disabled that I could get the one time for $69. I told her I didnt have that either and she said turn the computer off and I will call back when you get paid and see then. My son in law got the windows player working but the computer still isnt working properly. I talked to a computer guy and he said it could have a bad hard drive and it should be covered. I just want my laptop fixed. I paid for it and it is under warranty and they wont fix it.

Desired Settlement: Get the laptop fixed and it work properly

Business Response:

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

After doing a research our customer has been contacted of one of our case manager/ level2 technician supervisor performed troubleshooting. And after the process the issue was resolve, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have shipped a laptop back 4 hardware malfunctions twice and it is still broken. I want a refund. We originally purchased 4 Satellite L40 Laptops from Toshiba. They all have had hardware problems related to the touchpads and power consumption. I have had to ship them all back for repairs, two of them multiple times. I am now working with the last laptop which is still broken. This laptop was originally sent to the Toshiba repair facility with a power issue which caused it to shut down randomly. They fixed this but sent it back with a broken touchpad. I sent the laptop back to fix the touchpad and it arrived with a broken touchpad again. The pad is physically dislodged and the right clicker does not work. This is now the third time i will have to ship it back, and I strongly would prefer a refund. All 4 of the computers we purchased have had hardware issues, and I have now twice received computers back from the repair facility with the same problem that i sent it in to be fixed. As the Information Technology officer at a small business, i have spent days of my time working on these computers, setting them up for staff multiple times due to unnecessary reformatting at the repair facility, and the time it has taken with Toshiba support on the phone. I am requesting that Toshiba provide me with a refund for the one remaining computer that they have not been able to fix properly. They have already had two tries to fix this laptop, and it is unreasonable for me to have to ship it back a third time to be fixed. My company wants a refund for this machine.

Desired Settlement: I am requesting a refund for this single laptop which still has a broken touchpad. It is unreasonable for me to wait for repair a third time or to expect that the Toshiba repair facility will be able to resolve the issue after two attempts already have not been able to fix it. Toshiba has said they will not offer me a refund but since this has taken an extreme amount of my time away from my other tasks and sales at my job, has been going on for now months, and there is no reason to expect that

Business Response:

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

TAIS has advised our customer that this case will be forwarded to our order desk department to process a replacement for his computer. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a laptop that I purchased in Illinois in November 2013. In approximately February or March of 2014 a line was down the side of the screen. I called tech support and was told this was a sign of the screen going out and to get it fixed. They said would be under warranty. I waited a bit with the hassle I knew it would be and then about two weeks ago my trackpad on the laptop got a bulge or bubble in it and quit working. I called once again to tech support and was given another case no. and said to send it in or find an authorized repair facility. After spending half the day on the phone to find an authorized repair facility near me, I discovered none were able to work on my model. I had to send it to California, paid 30.00 to ship it to California, only to be told that I damaged the computer and it would not be covered under warranty. The people I speak to seem to be reading off of screens and repeating the same thing over and over and not interested in what I have to say or trying to help the situation. I have emailed and spoken to two people from Toshiba and they refuse to fix my computer unless I pay for the repairs. Now the motherboard is out. Computer worked fine when it left Illinois (except for the trackpad and line in the screen.) In a conversation today with someone who told me no one else would be talking to me about this issue (I asked to speak to someone above him, supervisor, etc.) he said they have policies and once the repair depot states their position, they will not fix it and it will be shipped back to me unless I pay for it. This is ludicrous. I have never had customer service with such runaround and not trying to remedy the situation. Only if I choose to pay close to half of what I paid for the computer in November will they comply and fix it. Stand behind your product Toshiba. Figure out where the moisture is coming from and why the computer runs hot (maybe that's where the moisture is coming from) and quit blaming customers!

Desired Settlement: I want a refund, repair or replacement. I did not make these damages. I wouldn't go through the trouble of phone calls and emails and complaints if I spilled something on it.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on 07/28/2014 in our repair facility with a Liquid Spilled, 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 repair is now their responsibility, unfortunately our customer declined the quoted price for the cost of repair which is out of scope, and it means the computer will be send back unrepaired. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received my computer back on Friday (August 8) repaired AFTER I approved the repairs.  So this just shows you how Toshiba works and communicates with each other.  

I did not spill any liquid on my computer at any time and I feel they should look into why the fan constantly runs on computers such as mine.  Maybe it's a heat-moisture issue.  

Regards,

**** ****



Business Response:

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

Since our customer approved the repair and she already received her unit came from our repair facility last Friday 08/08/2014 repaired there is a 30days for rework if she experiences any issue as long the problem is related to the recent repair and that would be free of charge, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: TV was broke when purchased. For about 2-3 months I have had a broken TV 1st call to Toshiba was on 5/24/14 most resent call 8/7/14 have call about 12-13 times between those two dates. Have had people come out to fix but no luck still broke. please help....

Desired Settlement: at this time I would like a full refund store price of TV before tax was 419.99every time I call I am told they are going to take care of me but I receive no help Last time I was told they would pro rate my TV that is crazy If they would have fixed it back when it was new we would have no pro rate.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted of one of our representatives from order desk department last 08/07/2014 and has offered a brand new replacement for his unit. Unfortunately, our customer has declined this offer, and has advised that he wants a full refund. TAIS has advised our customer that we do not process a full refund, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Warranty is current until November 22 2014, they continue to ask for a credit card number stating that it is a software problem , which I do not know how they would know this not looking at the problem.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer already spoke to one of our representatives from corporate and her issue has been taken care of, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I BOUGHT A REBERBISH LAPTOP FOR 329.00 FROM RADIO SKACK IN CABO ROJO PR. I HAVE HAD PROBLEMS WITH IT SINCE MY HUSBAND WILFREDO ASENCIO BOUGHT IT ON HIS RADIO SHACK CREDIT CARD. I CALLED TOSHIBA SUPPORT. AND THEY ASKED FOR THE NUMBERS ON THE BOTTOM , BUT I COULDN'T READ IT BECAUSE THEY WERE EITHER SMUDGED OFF . THEY WERE UNREADABLE. I HATE THE COMPUTER . CUSTOMER UNSATISFIED. CUSTOMER SUPPORT DID NOT HELP AT ALL. I COULD HAVE WENT TO ******* AND BOUGHT A NEW LAPTOP. HP FOR THE SAME PRICE. CUSTOMER SUPPORT IS UNRELIABLE. AND COULDN'T RESOLVE MY PROBLEM. AND TRIED TO SELL ME A NEW HARD DRIVE. TOSHIBA DOES NOT HOLD UP TO THERE NAME. I THOUGHT THEY WERE THE NUMBER 1 COMPANY. I AM VERY UPSET BECAUSE I BELIEVED IN THE COMPANY. SUPPORT WOULDN'T LET ME TALK TO SOME ONE HIGHER IN THE COMPANY. AND WAS RUDE. LIKE I WAS BOTHERING THEM. BATTERY ONLY LAST FOR 2 HRS .THE ONLY NUMBER I HAVE FOR THE LAPTOP IS C655D. WITH A CD BURNER. DIDN'T COME WITH A CD RECOVERY

Desired Settlement: I WANT ANOTHER LAPTOP EVEN IF IT'S A SMALLER ONE THAT WORKS. OR MY MONEY BACK. AND THE COMPANY TO BE RESPECTIBLE FOR THE CUSTOMERS.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer mentioned that her computer is a refurbish unit and every refurbish unit from Toshiba has a 90day warranty from the day that they bought the computer however, the warranty already runs out. Our customer can contact Toshiba repair service at ###-###-#### to schedule a repair so the issue would be fixed, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* *******
I WAS ON HOLD FOR 1 HOUR. THEY TOLD ME I WOULD HAVE TO PAY OVER 100.00 TO HAVE IT FIXED. OR PAY FOR A CD THAT WAS SUPPOSED TO COME WITH IT. I AM VERY UNHAPPY I THOUGHT THIS WAS A HIGH END COMPANY. SO I CAN'T AFORD TO HAVE IT REPAIRED  AND I CAN'T SEND THE COMPUTER THUR THE MAIL. IT'S AGAINST THE LAW. SO I ASUME I AM NOT GETTING ANY HELP FROM THEM. IT KEEPS GIVENING ME A NOTICE THAT SOME DRIVERS ARE MISSING. SO I GUESS I HAVE TO THROW THE COMPUTER IN THE TRASH. I PAID 320.00 FOR IT TO GO IN THE TRASH . I SHOULD HAVE WENT TO WALMART AND BUY A HP FOR THE SAME AMOUNT WHAT I PAID FOR JUNK. I WILL TELL FAMILY MEMBER AND FRIENDS. NOT TO BUY THERE THINGS FROM TOSHIBA. VERY UNHAPPY HERE IN PUERTO RICO.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our customer mentioned that her computer is a refurbish unit and every refurbish unit from Toshiba has a 90day warranty from the day that they bought the computer however, the warranty already runs out and also the standard limited warranty is already expired for about a year ago, any cost of repair is now their responsibility. Our customer can contact Toshiba repair service at ###-###-#### to schedule a repair so the issue would be fixed, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* *******


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.

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am in the process of getting a repair from Toshiba Repair Services (www.toshibarepairservices.com). I was linked to the repair service from https://support.toshiba.com/repair for “Out of warranty laptop repairs”. There have been several points of dissatisfaction with my experience. First, the price list on the website is misleading advertising. Only two prices are listed: a “Minor” repair for $252 and a “Major” repair for $390. After I mailed my laptop, I was quoted $553 for a new motherboard, ribbon cable and touchpad. The price list implies that there are two thresholds of prices, and a repair should not exceed $390. The disclaimer on the price list page claims only that some repairs may exceed the “Minor” repair price of $252. The FAQ page includes the following text: (copied from the website) How long will it take for repair service? Once your unit is received, most repairs are completed within 5 business days. If we encounter any extensive delays with your repair, you will be contacted. When I approved the estimate I was told a part would need to be ordered which would take 5-7 business days. Today, it is 12 business days since I approved the estimate. During this time, I was not contacted with any indication that the repair process would require more than 5 business days. I called and was told the parts have arrived this morning. I requested that I be reimbursed for the delay with expedited shipping (a $9 value) at no additional charge. Customer service repeatedly insisted that the delay was NOT excessive (despite being literally in excess of both the delay time quoted on the website and the delay time I was quoted). I find it difficult to believe that Toshiba would require 12 business days to send a part to a repair depot, and it is infuriating to me that such a repair service would risk Toshiba’s reputation to hang onto a $9.00 shipping charge.

Desired Settlement: It would have taken $9.00 to buy my silence, but I would now like to be refunded everything in excess of the $390 major repair fee advertised on the price list for Toshiba Repair Services. I want my repair bill reduced to $390.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research  the price list on the website specifically the Major Repair that cost $390 is for the Mother Board or LCD replacement/repair only and any additional parts that’s need to be replaced that would be excluded to that advertisement price list. Our customer can contact Toshiba Repair Services for more details ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The below is quoted from the price list.

"*Every unit is diagnosed individually. The initial cost for the diagnosis and shipping is $131. If you choose to proceed with the repair, the $131 diagnosis and shipping fee will be applied towards your repair cost. Most repairs fall within the $252 minor repair. Some repairs do exceed this amount and a Toshiba Repair services consultant will contact you with your quote. Repairs begin only after a quote is approved. "

This language indicates that the repairs may exceed the minor repair threshold of $252, but does not indicate that they would exceed the major repair threshold of $390. Additionally, this response does not address my complaints of two other violations of terms on Toshiba's part, namely that the website FAQ states that most repairs will be completed in at most 5 days, and the customer will be contacted if the repair time will be excessive -- I received no such communication -- and the guarantee from service that the parts ordered would be received in 5-7 days -- the parts arrived in 12 business days. I received a voicemail from a Toshiba representative from a number that could not be reached with a return call, and several other calls I received from the same number were disconnected as soon as I answered. No other contact number was provided in the voicemail. I was denied any refund by the service representative because they considered that the repair time was not excessive (even though the promised repair time was LITERALLY exceeded by several business days); in the voicemail, the Toshiba representative admitted the repair time was excessive but refused any refund.

 
I continue to demand a partial refund for my inconvenience and the misleading information provided on the service website.


Regards,

**** *****

Business Response:

A Toshiba America information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS cannot find any details in our system using the customer information (name, email address, phone number). Our customer can contact Toshiba Repair customer service for more details about the repair that was done to his computer at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I am unable to reach Toshiba at the number they provided. They can reach me at any of the multiple contact methods they have previously used throughout this inquiry. Consistently, they have called from a number that I cannot call back, including once leaving a voicemail with no call-back information. When I answer the call, it disconnects immediately. I am furious with their unavailability.

Regards,

**** ***** ************ ******************* ** ******* *** *** **

*** ***** ** *****

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Computer deleted over 1000 emails and does not work correctly. It is very hard to work with. Its windows are very bad. This is the 4th complaint I have submitted. Still no reply from Toshiba. Toshiba is a very bad company and I am telling every one not to buy thier products.

Desired Settlement: I would like Toshiba to NEVER sell another computer in Washington again.

Business Response:

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research TAIS cannot find any records using our customer details like name and email address as well as the phone number in our system. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

You can not do nothing about your messed up computer!  Your computer is awful and does not work.  This is the 4th time I have complained about your bad computer and you should have me on record the last 3 times.  You should have my information as I submitted it to you.  What did you do the other 3 times.  NOTHING!  No one to help me with your bad computer.  The sales people at "Best Buy" where I got it know you make awful computers.


Regards,

****** *******

 

Business Response:

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

****** *******


BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE Delaying to repair Toshiba Satellite P75-A7200 Repair order#: TP-******** Serial#: ********* I sent my Toshiba laptop for repair on July 3rd. 2014 and Toshiba informed me that they received the laptop on July 8th. 2014. I have been checking the repair status on line and the info I got is like this: "Repairs to your computer have begun, but a required part is not immediately available at the repair center. When this happens, part availability typically extends the time it takes to complete a repair by no more than 10 business days," I have been calling Toshiba repair depot and technical department numerous times and left messages, yet no response. Every person in Toshiba that I talked to treats my case as a hot button issue and transfer me to either another department or call another number. I am very helpless. Then one Toshiba operator directed me to the corporate office. I called corporate office for 3 times and finally someone named ***** called me back on July 30th. 2014. Her response is that the repair is still going on and promised to follow up my case. FYI, the nature of the problem is overheating and causing the computer slow and stop function. I sent out the laptop on June 13th. 2014 for the 1st time repair and Toshiba sent it back in one week stating that they have replaced parts. After working with the laptop, me and my son found out that not only the problem was not solved but also the problem worsens. Therefore, I requested for 2nd. repair. It has been over a month and half that Toshiba has been delaying for the repair.

Desired Settlement: Up to date, my laptop has not been fixed for one and half month. My son and I share the laptop, but we could not use for all summer. It is a big loss for us. Toshiba's not responding and not delivering back my laptop is not acceptable. I need Toshiba management to take responsibility to respond my laptop status and ship it back repaired immediately. With such bad customer service, I would never ever purchase Toshiba products and definitely not to recommend anyone to purchase any products from Toshiba.

Business Response:

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a laptop on March 4, 2014 with a 1 year warranty. On July 11th the computer is not working to standard. My computer now does not charge because of a problem with the charging port. I was using the charger that came with this computer and it broke off into the port and I now cannot use this computer after having it less than 3 months. I called repair and after being transferred 3 different times was told that this is not covered under warranty. The computer is not abused, is used by an adult and the reason it is not working is because of Toshiba's product. I now have a $400 paperweight which I either need to shell out $250 to repair(thats what Toshiba's services start at I'm told)or junk and find another computer before college starts back up in a month. The company really does not stand by their products.

Desired Settlement: Repair or replace the computer

Business Response:

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.

Business Response:

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.

Consumer Response: First off, it the business representative would have listened to the complaint in the first place, the charger did not break off in the port, the port itself is broken.  I had a computer from another company...this same part stopped working and while under warranty that company fixed it without giving me hassle at all.  Apparently Toshiba just trains their call center to tell people that its not under warranty because they do not stand by their product.  This computer is an adult owned and used computer and should not have broken to the point where it can't be used in only three months time.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** *****

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop for $1212 on 08/17/13. I paid extra for window 7 pro software. I immediately had issue with the keyboard of the laptop as it was faulty (but operable). I reported the problem, but chose not to send my laptop in because their warranty repair process requires one to send their laptop in and be with out it for 2-4 weeks. A couple months ago my screen started to go out and when I tried to reboot my computer to factory setting it would not let me, because of a faulty hard drive. I also noticed then that they included windows 8 recovery disc, not the more expensive windows 7 pro recovery disc. So I decided to send my laptop in and clearly stated three things that needed to be fixed (I had to pay $30, for their shipping). - my screen needs to be fixed or replaced. (the screen was replaced and is satisfactory) - my laptop needs to be rebooted with windows 7 pro, hard drive should be repaired or replaced and i should be given windows 7 pro recovery disc for future rebooting. (The computer was rebooted, but with windows 8, not the preferred windows 7 pro that i paid extra for, and I was not given windows 7 pro recovery discs.) - keyboard should be fixed (in trying to align the misaligned key board, they cause a much larger problem with the key pad as it is more misaligned than the keys were) When I recently received my laptop back (after being with out it for three weeks), I noticed all the incomplete repairs and the new problem with the mouse pad. I called to have the problem fixed and their only unsatisfactory solution was for me to send back in (2-4 weeks) and have them attempt to repair it again. They have local repair shops that I can carry it into, but they refuse to pay for that service.

Desired Settlement: Full refund for returned product or at least complimentary local repair and extended warranty.

Business Response:

A Toshiba America Information System (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send his computer for rework and it will be send to our Toshiba Engineers and the repair would be prioritize and TAIS will going to send him also a free windows 7 pro recovery media disk. Our customer accepted that offer however our customer still want to send his computer to an authorized service provider, TAIS has informed him that is not covered by the standard limited warranty of his computer. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 not at all satisfied with toshiba's response. As stated in my original complaint, I followed their standard warranty procedures, and waited three weeks. They only fixed 1 of the 3 problems that were clearly stated, and they caused one of the issues to be worse. Their original follow up solution was that I go through the waiting process again. It was their mistake and their incompetence. They have acknowledged that there are local authorized service providers, but that I would have to pay for the services (after aknowledging that it is their mistakes). This is unacceptable. I've been on the phone with them for hours, wasting more time without a working product that I paid a lot of money for. They recently told me the only thing they can do is sort of expedite the process, meaning I might have my laptop back in 2 weeks. They sold me a lemon product and are following it up with lemon service. The windows 7 pro is not free, I paid for it with my original purchase from toshiba, they failed to give me the back up CDs originally and again after my laptop was sent in for warranty repairs. The only response I will genuinely accept is a speedy local repair paid for by them. My preferred solution is a fully refunded return, as I am sickened that my hard earned money was given to a bad business, with bad products, bad service and terrible customer care.

Regards,

***** *******

Business Response:

A Toshiba America Information System (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send his computer for rework and it will be send to our Toshiba Engineers and the repair would be prioritize and TAIS will going to send him also a free windows 7 pro recovery media disk. Our customer accepted that offer however our customer still want to send his computer to an authorized service provider, TAIS has informed him that is not covered by the standard limited warranty of his computer. The free box was sent to our customer under FedEx tracking number ************ Mon. 7/21/2014 1:57pm, our customer just only need to send his computer so it can be fixed as much as possible. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I refuse to drop my complaint. As requested I have attached record of my original purchase (note that I paid for windows 7 pro, it is not free as they have now stated twice) and an email showing the official start of the standard warranty repairs. I was told, as per standard warranty that I would have my laptop back in 2-3 weeks (already way too long). If I get my laptop back next week (that is a very optimistic expectation), I will be with out my lap top for over 6 weeks. My product came with a standard warranty, and I followed warranty protocol. Toshiba's service repair people did not repair the computer and caused more issues, the case should no long be considered 'standard'. If they wanted to maintain their status as a 'better business' then they should have taken responsibility for not completing the repair and covered the expense of getting the laptop repaired asap. Why should I pay (me waiting an additional 2-3 weeks is a huge payment and cost to me) for their inability to complete their service the first time? It is wrong, it is bad business. I spent over 10 hours on the phone and emailing back and forth with them and they would not budge. I finally sent my computer in to be repaired because I realized that they do not value me as a consumer, and that I was the one that was going to have to pay for their mistake. They have now provide me with an expensive bad product and incompetent service. It is my understanding that the BBB stands to protect from and inform consumers of bad businesses. Being that I conceded and sent my laptop in, to avoid being without my laptop for an even longer time, the only settlement that I will now accept is a full refund of the product, and I will gladly return it to Toshiba. If Toshiba refuses those terms I hope that I can do what ever possible for them to lose good standing on the BBB, my complaint should remain as unresolved. Prospective buyers should be fairly warned of what they are dealing with. Toshiba does not deserve to be considered a 'better business'. 

Regards,

***** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Laptop from Best Buy. The Bluetooth transceiver in the laptop is operating intermittently. I cannot spare the laptop at this time as Best Buy said I would have to wait two to four weeks while it went back to the factory. Best Buy suggested I contact Toshiba and make them aware of my issue. I composed a letter describing my problem. I called Toshiba tech support and asked for their FAX number last week. They gave me ###-###-####. When I tried to FAX the letter to them over the weekend, I discovered the number they gave me was a marketing service of some type and not a FAX number. I called them this morning and asked for the correct FAX number. I was put on hold for an extended time. When the rep returned to the line, she said she was transferring me to someone who could give me that fax number. After thirty seconds, I got a recording saying I would have to call back later and it hung up on me. When I called back, I spoke to a rep named Francis and demanded to speak to a supervisor. Francis refused to transfer me to a supervisor even though I told him I was going to call their corporate headquarters. When I tried to call their headquarters in New York at ###-###-####, all I could get were recordings. When I tried to FAX a letter to the FAX number their corporate number gave me, I got a voice line and not a FAX machine. I called their tech support again and spoke with someone named Lois. I again demanded to speak to a supervisor. **** also refused to let me speak to a supervisor. I am unable to get with anyone who can help me address the situation with my laptop.

Desired Settlement: I demand that Toshiba have a technical support supervisor call me at my office at ###-###-#### to discuss this situation and provide me with a FAX number to their technical support departments.

Business Response:

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

TAIS has advised our customer that our technical support supervisor will call him to discuss and perform troubleshooting to his computer to fix the issue. 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

**** ********

Business Response:

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

TAIS has advised our customer that our technical support supervisor will call him to discuss and perform troubleshooting to his computer to fix the issue. Our customer agreed with that. TAIS technical support supervisor still calling the customer to set the time for troubleshooting to fix issue. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba technical support has attempted to contact me in a very 'Keystone Cops' sort of way.  We have still not spoken much less addressed the problem and I do not believe that they are making more than token efforts to do so. 

Regards,

**** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop through Toshiba's official website a month ago. I was having trouble with my Wi-Fi connection, as it was dropping my connection every 5 minutes whenever I was using this new computer. On July 24th I contacted Toshiba to find out what the issue was and have it fixed. I was told the issue was with their Wi-Fi card that would only accept a configuration of 54Mbps coming from my router. I was told that this was a software issue, not a hardware one, and that I would have to pay $159.95 to have software coverage for a year. They made me agree to the software coverage contract saying that it is a software issue before they did anything, so you don't know if it really is a software issue until the end of the call. It they would have just told me that their card only accepts 54Mbps coming from the router, I would have changed the config on my router myself, but they make you agree to the software coverage before they even give you a diagnose. What solved the problem was changing 2 parameters in my router configuration. There was clearly no issue with my software, nothing else needed to be installed or patched. It was a hardware issue rather, since it was their Wi-Fi card that is only valid with routers configured at 54Mbps. My software did not need to be changed, it was essentially a Wi-Fi card issue.

Desired Settlement: Toshiba should be fair and refund the money back to my card, since this issue clearly had nothing to do with my software.

Business Response:

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

After doing a research TAIS found out that our technical support representative installed and update the driver version of his computer and after the update the issue was fixed. At this time we consider his matter closed.  

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, 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, ****** ******** ******

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer already contacted of our refund specialist and provided a partial refund for the amount that he paid for the support, at this time we consider this matter closed.

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The business has performed this action and I consider this complaint resolved. Regards, ****** ******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I have a complaint about the attempt to repair my computer on Friday 7-19-2014. I bought my computer serial number 5B444554W aprox 3-2013. For some reason I was unable to print and it kept kicking me out. I thought it was the printer, so I bought a new one, and the same thing happened. So I called Toshiba repair technical support. I talked to ***** *********. he got into my computer and said yes he could fix it. It would cost $99.95. I said ok and gave him my credit card number. He then started working on it. He first said it was McAffie software was blocking my printer. Then he switched to Toshiba home page, and got the printer to print. I said I wanted my Comcast home page and he said he would have to downgrade my internet explorer from 11 to 9, which he started to do, but was unable to.. Then I was unable to print from the Toshiba home page. For 2.5 more hours, he tried to switch me to internet explorer 9, and was unsuccessful. By that time it was late, 11:30, and he said he would call me back on Monday 7-21, as I was not available on the weekend. I asked him for the ticket number. He gave me 20140718. I found out later, he did not give me the complete ticket number!!! he never called!! I realized he was unable to help me, and actually made it worse, as I could no longer print from the Toshiba home page, and it took him 3 hrs, and he still cold not fix it, I needed a refund. This is where the frustrating part starts. I called Monday 7-21 and spoke to Leah, Pls see ticket number 20140721685865. I told her what happened and when she asked me for the ticket number, she said I was not given the complete ticket number and she could not find my ticket. She also could not find my laptop because they had the wrong serial number. Anyway she was persistent and found the incident and gave me the correct ticket number. **************. I was then transferred to James, then Israel who stated he would send my request for a refund to the financial dep

Desired Settlement: con't to the financial dept. and someone would call me in 3 days. No one called. I called back today and first spoke to ****, then *** who said the original tech would have to call me and he would call today or tomorrow. So far no call. I have been getting a run around from your company and not only that, you do not provide quality service. Please refund my $99.95 as you can see, I did not get the service I paid for. Thank you.

Business Response:

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.

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** ***** Please keep this complaint open until I have received my refund. Thank you.

Business Response:

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 ###-###-####.

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********* 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, **** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The website is missing all technical specifications regarding any "x-proof" features. Which 32GB (or smaller) Secure Digital card by your company can withstand the harshest conditions? Water proof (for how long, which depth, and in salt or fresh water?), Depth Rating (IEC?), Dust-proof (IEC?),Temperature proof (which range), Shock proof (how many meters? how many Gs?), vibration proof, X-ray proof (ISO?), UV resistant (ISO?) Magnet Proof (at which Gauss magnetic field and duration), Impact proof, anti-static (IEC?). Anything else? And according to which objective 3rd party standards? I am looking for a Secure Digital card that I can use for a vehicle dash cam.

Desired Settlement: Therefore, I am looking for the toughest one available. Please answer the question and update your website with this info.

Business Response:

A Toshiba Direct Information System (TAIS) representative has reviewed our customer complaint.

After doing a research our customer can contact Toshiba Direct at (800)-618-4444 for more information about the specification of the product he’s looking for, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Complaint Details Unavailable
8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased new computer in 10/2013. Experiencing issues already as computer is unusable. I should not have to pay for ANYTHING to replace computer. I purchased a Toshiba laptop, serial #*********, in 10/2013. It has been less than a year since i have had it and it now will not power on. Computer is dead and unusable. I called Toshiba and I will have to send my computer away but it will cost me $30 to have a special box mailed to me. I should not have to pay for ANYTHING to get this issue taken care of. This computer is less than a year old.

Desired Settlement: I would expect that Toshiba would replace my unusable computer with a NEW, not re-manufactured, computer of equal or better value. there should not be any out of pocket expense on my part.

Business Response:

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 7/12/14 - Placed order# ******* (Toshiba Satellite P75-A7100)(Refurb CORE I7-4700MQ/17.3 FHD 300/750GB-54/8GB/72).7/14/14 - Order shipped FedEx est. delivery 7/18/14.7/18/14 - Order rerouted back to shipper at their request. No reason provided. Contacted Toshiba Direct and was informed rerouted laptop was an error and the laptop would be reshipped once it was received.7/22/14 - Package returned to shipper (Toshiba Direct) in Irvine, CA.7/24/14 - Contacted Toshiba Direct about when laptop might be reshipped. Informed once box was opened at the warehouse, it would not reship. Told I would receive full refund. Informed that no one at Toshiba Direct had ordered FedEx to return laptop.7/25/14 - Received full refund.7/28/14 - Called Toshiba Direct to find out why my order wasn't honored. No reason provided.

Desired Settlement: I would like to complete a transaction for a Toshiba Satellite model# P75-A7100 or similar model at or near original price on order# *******. Thank You.

Business Response:

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

After doing a research TAIS found out that one of the representatives from Toshiba Direct has been contacted our customer last 7/30/14, our customer was advised of the error made by the carrier and the product is no longer available for sale and they cannot replace the order. Our customer has been issued a full refund back to their account as of 07/25/14, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This started as a basic issue that could have been fixed from the start but has escalated to major problem. The Laptop had a hard drive failure and was sent back to Toshiba to be repaired as it was still under warranty. This is the basic issue that could have been fixed and it would be the end. Unfortunately, this is where we went from a basic problem to much more. When the Laptop came back it had the incorrect operating system. When this Laptop was purchase it was custom built to have Windows 7 Professional. When the computer cam back it was Windows 8. Called Toshiba and asked what had happened and how could they correct this. Was told that the laptop needed to be sent back to them and they would correct this. They sent over a box it went back to them to fix. It came back to and it looked as if they did nothing, it was still Windows 8. Called again to figure out what happened and what they could do. Spoke with a Case Manager ******** (*******) and she gave two options, 1: send back to depot to have them fix or 2: Have them send recovery media. As the depot does take time and I had already sent it to them I chose to have them send recovery media. They could not just send it over I had to give credit card information and then they would issue a refund. I do not understand this but I did so and they did issue a refund. When I received the recovery media it was for the wrong computer. This is a problem as there own warring label states that " The enclosed flash drive will allow you to completely recover the factory installed software on your Toshiba computer. It will not function on other computer systems. " Also the Flash drive the did send was for a Windows 7 Home Prem. This is a downgrade in operating systems. As stated earlier the system purchased was Windows 7 Professional. When I called to get this resolved I was told that they needed to look into this and they would get back to me in 24 to 48 hours. I gave my call back information. At this point I a frustrated and and have been without this computer for a month and a half. I contacted the corporate office for help. They do not take direct calls you are to leave a message and someone will get back to you within 24 hours. As I waited for help 2 days have gone by. I received a call from the tec support but it was missed as they called my evening number when I gave them a daytime number. The message stated that they could try and reset the laptop over then phone, a step that had been done already and that is why the were sending the recovery media. Toshiba's Tec support is not reading the notes regarding this case. I am in a circle with no end. At this time I have yet to receive a call back from the corporate office.

Desired Settlement: In all honesty I would love to get my money back so I can purchase another computer that works and be done with this. I do understand that as this laptop is almost a year old that is not a reasonable request. I would like this laptop to be fixed, correct operating system. I would also like an extended warranty for this laptop. This I do think is reasonable, as they have used up a month and a half of my time and warranty. And this is not the first time it has gone back to them. After 2 months of having this laptop it had to go back to them.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research, our customer already spoke to one of our representative from corporate and they provided a resolution to the customer. Our customer agreed with that resolution. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did speak with a representative last Friday, July 11 to try and come to a resolution in regards to this matter. The agreement that was reached was that they will again send the Recovery Media, this time the correct one. And Also that they would warranty this unit for an additional 6 months past the warranty date. Though this was less than what I was hoping for, I did find it fair. I asked that an email be sent to me so that I had written proof of what they are agreeing to. I was told that that was not a problem and that I would receive an email later that day. Today is Tuesday, July 15th and I have not yet received an email that confirms on Toshiba's end that they are going to do what they are saying they are going to do. I wish to keep this complaint open until they can fulfill their end of the resolution and also that the recovery media that they are sending is correct and does fix the problem at hand. They have already made they same promises and have only made more mistakes. I am hopeful that this will be the last time that I have to wait for them to send the correct Operating System but personal history has shown. They promise one thing but do not follow through. 

Regards,

**** ****

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research, our customer already spoke to one of our representative from corporate and they provided a resolution to the customer. Our customer agreed with that resolution. The recovery media already sent to our customer under FedEx tracking number ************ and it was delivered last (Wed 06/11/2014 12:53 pm) and also the email already sent to our customer.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First I would like to say that the information that Toshiba provided was incorrect in regards to tracking and dates. The Latest shipment tracking # was 9********************* and was delivered today, July 18th. Per their email it was to be SW Media - USB-SATELLITE-L70-A-Windows 7 64bit Professional-EN. Today when I received the Recovery Media it was AGAIN wrong. It is Windows 7 Home Prem. This again is not what I paid for. This is now the 4th time I am requesting you to fix the problem. I have called your office to try and get this straighten out and I am getting a voice-mail. I have been really patient but this is not okay. I was told that this time it was going to be correct and it is not. Please fix the problem. I will attach images of the most current Media I have received.   As it will only allow me to upload one image, the id number on the back of this one is************. 

Regards,

**** ****

Business Response:

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

After doing a research, our customer already spoke to one of our representative from corporate and they provided the correct information regarding to the Recovery Media that she received. TAIS has advised our customer that the only label was incorrect meaning it was just mislabeled, advised her to install the system and try to check it, 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Television on 7-15-13 from Best Buy. The television "broke down" on 6-2-14. I contacted Best Buy and was told I would have to contact Toshiba Customer support which I did. They gave me a local repair service (National Electronics,2120 Texas Blvd Texarkana. Tx.75501, Phone 903-794-0082) They picked the tv, up on 6-2-14 and it is STILL IN THE REPAIR SHOP. I have spoke with the repair shop numerous times. They told me they had ordered the part from Toshiba. I have spoke with Toshiba support people more times than I can count. I have numerous case numbers Toshiba has given me, the most resent being Case # **************. The most recent support person is ***. On 7-3-14 they told me the part would be delivered on 7-23-14. One of the support people **** * told me on 6-25-14 if the television was not repair and in our home within a month they would replace the television set.So at this point I stll don't have a television set.The warranty will run out on 7-15-14. The television is Toshiba Model 50L1350U1080P, Serial #*************. I think taking 30 something days to repair a television set is EXTREME.

Desired Settlement: They said if it wasn"t back in our home it would be replaced. I should mention National Electronics is charging me $80.00 for picking up the set and delivering it back. I wanted someone knowledgeable to disconnect it because I wouldn"t be able to hook all the wires back up.

Business Response: A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research, our customer already spoke to one of our case manager and they already provided a resolution and still monitoring for other updates about his Television. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is not the answer I was expecting. As mentioned in the complaint I have talked to the Toshiba support people, the most recent being *** on 7--15-14 (Case #**************) at which time she told me the repair part would be at the repair shop on 7-23-14. I will also mention that **** Q told me on 6-25-14 that if the television set was not back in our house within 30 days Toshiba would repl*** it.The television was taken to the repair shop on 6-2-14, 7-2-14 would have been 30 days. MY COMPLAINT IS WHY IN THE WORLD DOES IT TAKE 45 DAYS TO REPAIR A TELEVISION SET? *** TOLD ME THE PART WAS BEING SHIPPED TO tEXARKANA, TEXAS FROM TEXAS? I could have driven from my home to pick up the part in FORTY FIVE DAYS. As per my mention above *** called me numeriou times after our first contact on 7-3-14, each time telling me the same thing, the part would be at the repair shop on 7-23-14. ONCE AGAIN, WHO EVER HEARD OF TAKING FORTY--FIVE (45) DAYS TO REPAIR A TELEVISION SET. I must admit this will be the last Toshiba device I will ever buy. The television should have been repl***d after (30) days. I will be posting my situation on F***book and Craigs List.

****** ****** 

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department to discuss the process of replacement for his T.V. Our customer agreed with that. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In late Jan 2014, I purchased a Toshiba laptop computer for our Christian ministry. Within a few weeks I noticed a noise when I opened the lid/screen and thought perhaps it was "normal." Noise got louder and I looked and noticed the upper left corner was loose. Took it back to the Best Buy Geek Squad around May or June 2014, still under warranty. They said the "plastic parts" were not under warranty but they could send it in and perhaps they would fix it, said it would take a few weeks. Or, they said to take it to a local Toshiba place; I did and the tech person said one or both of the upper hinges were broke, saying the parts and labor would cost up to $300. Said to call Toshiba and explain it all and perhaps they would fix it at no charge since it most likely was purchased broken. I called Toshiba and even talked to a supervisor, who told me if I had "taken it in immediately" they would have perhaps fixed it, but now too much time has gone by." I explained I have been taking it to different places and getting different opinions everywhere and now time has passed and they used that as an excuse to not fix an issue that was there before it was taken out of the box upon purchase. This has been a confusing mess and our new Toshiba laptop, which obviously had a flaw in the hinge when I bought it, is still broken, they will not fix it, and I cannot take it with me on our international mission trips because of the risk of it breaking all-together. So, don't purchase a Toshiba laptop because it may have a flaw and the costumer service and warranty "loop holes" have convinced me to never use Toshiba again. Product_Or_Service: Toshiba Laptop Computer

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for Toshiba to either fix the broken hinges and any other problems connected to it all, or to give me a new replacement computer.

Business Response:

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

After doing a research TAIS has determined that the physical damaged with our customers unit 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband was given less then 24 hours that he would be deploying to a location in the middle east. We had very limited time to prepare for his departure. On the way to base for his helicopter to leave at 6:30 we stopped at the Best Buy located next to our base and purchased a toshiba satellite computer at 5:28. He was unable to start the computer considering we only had less then 24 hours to get his gear tested, packed, and ready to leave making sure he was leaving nothing behind. When he reached his location he tried to start the computer and it popped up with a black screen reading preparing for automatic repair. My husbands communication is limited since he is in a special operations unit and is constantly moving. He is also enrolled in classes which he was able to do online with an exam due every week, which if he does not complete he will fail and we will be out a couple thousand for tuition. He contacted toshiba and went through all of the possible trouble shooting with nothing improving. When my husband was finally able to get in contact with me and explain what had happened I contacted Toshiba myself. The original employee I spoke to kept insisting he could only help me if I had the computer with me not listening to me trying to tell him the computer was with my husband in the middle east. I finally was able to get through to the corporate office and explained the situation. After over an hour of going back and forth and not listening to the situation the employee admitted it was a hardware error and refused to help come up with a situation to get a computer to my husband so he can communicate with his family and do his online courses. The only situation she offered was to return the computer to best buy which is impossible since it was with my husband in the middle east and would take a minimum of 6 to 8 weeks which he would have failed his courses and not be able to communicate with family. I asked to speak to a supervisor and she refused to transfer me to someone who was in a higher position to help me.

Desired Settlement: To have a corporate employee contact me with a solution to get a computer to my husband in an acceptable amount of time.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our system using customer information. If our customer can provide like a case I.D number when the last time she called our technical support department they may contact us 949-431-4321. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba had a defective design in laptop hinges. They had a recall but I was never notified of the recall. My PC Satellite Laptop hinge broke rendering the PC useless. After repeated phone calls I was told that Toshiba would not make the defect right and they referred me to a contract repair shop in **********. I contacted them and they wanted $265 for the repair and 3 weeks to do the work. I had to do something so I sent it to them. After 3 weeks I received back a PC which is so slow, despite several hours I have spent defragging, system clean-up, full Norton scan, trying to repair it, as it was operating with reasonable speed until the hinge broke. Repeated calls to Toyota got me nowhere, both to the repair facility as well as to the Toshiba help line. They wanted me to send it back to the repair facility but I cannot go without a PC that has current browser and operating software any longer. My old PC will not support the software I must have to support my business functions. I asked about a local shop.

Desired Settlement: They finally referred me to ********* * in ******* that wants $50 to lock at my PC and $85 per hour to work on it. Toshiba expects me to pay this, when they were the ones who created the problem. I need your help. ** ** ******* ******** ********** Cell Phone ********************* ***** ***** **** ***** *******, ***** *****

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer computer is already out of warranty since 02/08/2013 so that’s why he was advised to contact Toshiba Repair Services to set up the repair and since our customer still experiencing some issue after the repair, TAIS will advised our customer that he needs to contact Toshiba Repair Services back to check what would be the problem since he paid for their service. At this time we consider this matter closed.

Consumer Response: ** ********* of your Contract Repair Facility was not fair with me nor helpful today when I called about getting my Toshiba laptop repaired in a reasonable time frame, as I do not have a back up PC with all the software I need loaded on it to allow me to send the failed unit back to you. I have dealt with a lot of slow to respond repair facilities in my life but your PC repair facility takes the cake.  She is at least the 5th person I talked to  and she was not helpful, as all she wanted to do was argue with me.

After waiting a week for the legal department to tell me that you will obviously not help me with a problem I spent $264.79 and was without my PC for 4 weeks that you failed to fix.  I have called your repair facilities numerous times in the past 2 weeks regarding the problem, talking to 1st line and supervisory people and getting nowhere.  You did not fix my problem and now you want another multiple week return of my PC to you, with the strong risk that you will charge me this much again for the repair you did not do correctly the 1st time.  This response, both in timing and fairness to me, is unacceptable and I need to talk to someone higher in the Toshiba management chain.  How can you keep customers when you take this long to respond and basically fail to meet customer needs, both from a repair and from a timing standpoint?  You have a repair facility in Houston that can fix this problem but you refuse to authorize this repair. Your response is an insult to me and I will either hear from a member of your management team capable of making a decision on this issue within 3 days or I will escalate this issue to the Better Business Bureau, the State of California Consumer Protection Department and other interested parties.

** ** (*****) ********
Customer # *******
Call # **************
Invoice # 87048140
SO # 4165381
NX-0034408

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. Advised our customer that Toshiba Repair Service will process a refund back to his account and also TAIS has informed the customer that Toshiba Repair Service is taking care of the issue. Advised our customer that if he has any questions or concern he can contact us at 949-461-4321, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Toshiba 1 week ago today. My case number is 2*********4009. I told the woman the the screen on my computer has stopped working, it powers on but the screen is black. I did some research and found yhat it was a common thing with my model (I understand that these things happen, it wasn't a big deal). They instructed me to back up my files. I cannot do this because the screen does not turn on. After 2 hours on the phone talking to multiple people telling me to pay someone at a shop to do it for me, because they are "incapable" to do it. Although they have data transfer as a service that they offer. I was told a supervisor would call me back in 1 hour. After 1 week, I called them again today (7/10/14). Once again on the phone for 2 hours talking to multiple people, I finally get a "Case Manager". I asked the Case Manager if they could just repair the screen and not touch the hard drive. Apparently that was to much to ask for. I then asked to speak to his boss and was told very sarcasticly the number to the cooperate numer and told me it was tge CEOs number. I'm extremely disappointed in the quality of service and attitudes of this business.

Desired Settlement: I would like them to either repair my computers screen and not touch my hard drive in the process, or transfer my data to a new computer and send me that.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research, our customer already spoke to one of our representative from corporate and they provided a resolution to the customer, our customer will send his unit to our depot repair facility and also advised to put a note on the box of his computer stating about the request of the repair. Our customer agreed with that. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought this laptop (Toshiba Satellite P850) in may 2013 from Toshibadirect website. The item went dead (nothing on screen although power light and battery light will show on). Talked to Toshiba tech support for return (as it was still within one year of purchase) but instead told to go through RMA processin (in other words, send the laptop at your OWN COST) Toshiba repair warehouse in California. So I did in Late part of May 2014, but after 3 weeks, the item (laptop) was returned to me WITHOUT any discussion with me in PERSON (I have listed my phone number at the the time of RMA processing). 2 months later I found a message from Toshiba repair center in the junk folder of my email saying 'there was liquid damage found and motherboard was deaD' So TOSHIBA wanted me to pay for repair. Excellent way of handlingg, right? 1. How can TOSHIBA prove that it was a liquid damage because I didnot notice any liquid on it while it stopped working ajust within 9 months of purchase (and of course within 1 year of manufacturer warranty). 2. When I buy a product from a reputable company like TOSHIBA then I expect some decency and professionalism in handling this type of cases. In other words TOSHIBA is saying that I (as a business owner and loyal customer) spent USD 25+ (fedex shipping), PLUS 6 + EXTRA HOUR OF MY TIME (talking about problem with tech support AND RMA processing AND for me to go to fedex center) to send a laptop which I KNEW (in TOSHIBA presumption) that is knowingly damaged in my possession. Thank you for your professionalism. Below is the list of TOSHIBA item bought I have for my personal and business use: TOSHIBA LAPTOP (MORE THAN 10) TOSHIBA 55 inch flat screen TOSHIBA ALL IN ONE DESKTOP (AT least TWO) and more, I wish I have time and energy to put all this together I have spent extra TWO hour on phone on TOSHIBA tech support today to address this concern and got the below a so called case reference number. W Well Toshiba, I am abandoning your company and try to get my words out to let the people know what they should expect from TOSHIBA in future. Thats all from my side. Goodby Toshiba! Just for a note, they have done the similar thing while handling a All in one Toshiba desktop repair few months back from this incidence (IT WAS A ALL IN ONE DESKTOP TOSHIBA where LED screen gone dead within 6 months of purchase). The repair center want you to ship the product at your cost to determine whether they can fix it or not. For all my other electronic devices, company used to send me a new replaced item with a return package where I can send my defective product back to the. Being a busy person, it a waste of time and energy to go throught them (TOSHIBA). Simple solution just buy a new laptop/DESKTOP of course from another company. bELOW ARE THE DETAILS if anybody has concern over validity: Repair Order Summary:Repair Order Number: TC-10473548,Computer Model: SATELLITE P850, Message from Toshiba: our RMA has been received; however there is a delay in processing it as it has (LIQUIDDAMAGE), which is not covered under the manufacturer warranty. For more information in regards to types of damages not covered under the manufacturer warranty, please visit http://www.csd.toshiba.com/cgi-bin/tais/support/jsp/navShell.jsp?cf=Standard_Warrantyor refer to your User Manual. Cost of the repairs (all amounts are USD) Parts: $135.21 (MOTHERBOARD) $31.73 (KEYBOARD) Labor: $60.00 Total: $226.94 ******Please note that these repairs are optional and if you would like to proceed with only in warranty repairs please advise******

Desired Settlement: Repair the laptop or replace it with new one, the way other honorable companies do business in America

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on 05/29/2014 in our repair facility with a Liquid Damaged Motherboard, 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 repair is now their responsibility, unfortunately our customer declined the quoted price for the cost of repair which is out of scope, and it means the computer will be send back unrepaired. The computer was already sent back to our customer under FedEx tracking number************; it was delivered Mon 06/09/2014 11:56 am. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service
7/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last fall, I moved to my winter/spring residence, and I forgot my computer disks. While in Arizona, my laptop experienced file corruption, and I needed my set of system-restore disks. Instead of travelling 3,000 miles to retrieve them from Seattle, I ordered a replacement set of restore-disks from Toshiba on-line. My ORDER NUMBER is *********. I received the order confirmation by e-mail on January 14, 2014. TOSHIBA delivered a set of disks that differ from my original set. (My original set is five disks; they sent me a set of four disks.) When I used the restore disks which TOSHIBA sent me, the system restore completed, but there was a failure of the laptop's bluetooth functionality. At that time, I contacted TOSHIBA support regarding the bluetooth failure. After completing TOSHIBA's troubleshooting steps, I was told that the bluetooth hardware inside the laptop had failed. I expressed concerns that the replacement set of disks differed from my original set, but again I was told that the ordered disks were not at fault. Now, I have returned to my summer residence (in Seattle), and I completed another system restore, using my ORIGINAL disks. The bluetooth issue is resolved, after using the original disks. Additionally, there are no unrecognized computer games for little girls installed on my desktop, as there were when using the replacement disks. Clearly, the replacement set of disks are flawed or otherwise incorrect for my system. I asked TOSHIBA customer support to make arrangements for the return of these defective disks, but the representative with whom I spoke declined to provide customer service. The TOSHIBA customer service representative advised me that I could file a complaint with the Better Business Bureau. My expectation is that TOSHIBA Corporation does not actually expect customers to travel 3,000 miles immediately, in order to confirm institutional errors committed by TOSHIBA in a timely manner. My hope is that TOSHIBA's customer service representative failed to provide customer service simply due to poor training or red tape. In summary: When I use the set of four disks ordered on-line from TOSHIBA, there are problems. When I use my original set of five disks, there are no problems. I received negative value, for my TOSHIBA order's payment.

Desired Settlement: I would like TOSHIBA to issue a credit to the CHASE VISA account ****2497 used to purchase the defective restore disks. (Order number *********.) The charge on my bank statement appears as follows. 01/17 Card Purchase 01/15 Toshiba / **** *********** ** **** **** * ****5

Business Response:

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 we will process a credit/refund back to his account. Our customer agreed with that. If our customer has any questions or concern they may contact us directly at ************.

Consumer Response:

Dear Better Business Bureau:

Today, I have confirmed that TOSHIBA issued a satisfactory credit to my account.

I consider complaint #******** resolved.  Thank you for your assistance, in helping me to navigate through TOSHIBA's corporate barriers.

Kindest regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a toshiba laptop and within 60 days I realized that the ethernet port was not functioning. I contacted the complany and was told to send the computer back for repairs. I sent the computer back and the laptop was returned and the issue still had not been resolved. Moreover, the computer did not function correctly, the mouse froze, the computer moved incredibly slow, and the internet connection was still poor. After contacting toshiba, I was told to send the laptop back to the company for further repairs. I sent it back again. Now the computer cannot get any internet service, wifi or ethernet. toshiba is asking me to send the computer back for a third time.

Desired Settlement: I think toshiba should give me a new laptop since they have acknowledged, from the beginning or first incident, that none of the issues were a result of my misuse of the laptop. These are factory defects.

Business Response:

A Toshiba America Information System (TAIS) has made multiple attempts to contact our customer by phone on the following dates 07/02/2014, 07/07/2014, and 07/08/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In the early May, 2014, the touchpad on my laptop stopped working properly. It only works intermittently. Unfortunately, I had to be out of town for a while, so I couldn’t deal with it right away. However, I did check the website and confirm that my laptop was still under warranty. Information about the laptop: Toshiba Satellite U845W-S4170 Part Number: PSU5XU-00R004 Serial Number: 1D168741C What follows is the extreme debacle that is your customer service department: On May 27, 2014 – 2:05PM – 24 min 17 sec – ###-###-#### – from mobile: Called the 800 number and spoke with ****. She gave me a case number of 2*********7538 and promised to also email over all pertinent information related to this case. That email never came. She was unable to help remotely diagnose my laptop and was unable to waive the shipping fee for the box to get my computer to your depot. I have no idea why I’m even being charged for shipping when the defect is with your product. I asked to speak to a supervisor and ******* came on the line. By the time he had gotten on the line I had to drive to an appointment, so I was unable to have him remotely connect to my machine to diagnose issues. He promised to call me back at 8PM the same day, and we scheduled an appointment. He was also unable to waive the shipping fees for the box. He failed to call me back at 8PM as promised. On May 28, 2014 – 6:59PM – 29 min 49 sec – ###-###-#### – from land line: I had to call again because ******* never called me as promised. I spoke with ****** and immediately asked for her supervisor so that I could complain about ******* missing his call. *** came on the line. *** was unable to help me regarding ******** nor about the fee for shipping the unit to the repair facility. *** suggested I call again the next day and speak to a Case Manager. *** said I was unable to speak to a case manager at that moment because they were gone for the day. On May 29, 2014 – 3:29PM – 30 min 09 sec – ###-###-#### – from mobile: Called again and got *********. I promptly asked for a case manager. ****** came on the phone after a long hold time, stating he was the case manager. He refused to waive the fee for the box and also refused to escalate my call to someone in America at Toshiba Corporate. We setup the order and he gave me an order number of TP-******** with a promise to email me the link to purchase the box. On June 3, I completed the order for the box. The order page originally said $24.95 (I have a screenshot of this) but I was charged $29.99. Received box Friday June 6, 2014. It is too small to fit the laptop so I was unable to send it back. I was unable to call about this issue until: June 10, 2014 – 5:05PM – 15 min 01 sec – ###-###-#### – from land line: Called about this issue and spoke with ****. He did not speak good English, having to stop several times and search for words, stammering “um, uh” all through the conversation. I tried to explain that the box was too small but he did not understand. He kept saying that the only thing I should be including was the laptop and that there should be plenty of room. I tried to explain that the laptop was too wide to fit into the box, and that he needed to have another one sent to me. I requested that it be sent overnight, since the mistake in box size was Toshiba’s error – you had the model number of my computer, you should know what size box to send. He refused to do so, and also refused to connect me to a case manager or anyone in America. It is now June 26, 2014, and I still have not received a proper size box. It has been a month since I started trying to resolve this issue, and I still have a broken laptop with no communication, no box that I paid for, and no idea what happens moving forward.

Desired Settlement: I want this laptop repaired. I want the repair expedited. I want everything shipped overnight, both ways. I want my box fee refunded. I want to be compensated for my almost TWO HOURS on the phone with Toshiba representatives. I want to be compensated for the time I have had a malfunctioning laptop.

Business Response:

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

TAIS apologized for the inconvenience our customer has experienced. TAIS has advised our customer that TAIS will process a VIP repair so that the shipment of the box will be overnight and the repair would be priorities. Our customer agreed with that process. If the customer has any questions or concern they may contact as at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While Toshiba did indeed reach out to me, they did not complete their promises.  The representative, ****, said that he would send the box to me overnight.  He said that the box would be the right size.  He also said that the label to go back out would be for overnight shipping.  Only one of these things is true.  I got the box today, which is indeed overnight.  However, the box is again too small.  It is the same size as the first box I got.  Additionally, the label to use to send the laptop to the repair facility is NOT an overnight shipping label.  I called **** during business hours at the number provided and nobody answered or called me back.

Regards,

**** ******

Business Response:

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

TAIS apologized for the inconvenience our customer has experienced. TAIS has advised our customer that TAIS will process a VIP repair so that the shipment of the box will be overnight and the repair would be priorities. Our customer agreed with that process. TAIS send another box to our customer and it was delivered last (WED 7/09/2014 2:31pm) under FEDEX tracking number (************). If the customer has any questions or concern they may contact as at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i bought a computer from toshiba and after the original warranty expried and speaking with the third party company for the contract it states very clearly that if the unit is in for service more than 3 times it is to be replaced well the computer has been in for service more than 5 in the first year of owning it and after working with toshibas bbb dept they were of absolutely no help at all just kept giving me the run around on sending it in over and over and the contract clearly states it will be replaced but im told by toshiba they cant do it that the other company has to and they said they cant so someone needs to attempt to do something

Desired Settlement: at this point given all the problems i want the computer replaced for an exact model and its specs or a full refund

Business Response:

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

TAIS has advised our customer that this will be forwarded to our order desk department and his unit will be evaluated for replacement. Our customer agreed. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

however if it is not resolved the complaint will be reopened and continued for further action

best Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SUBJECT Broken promises to repair Toshiba Television, Model 47ZV650U, 947425T38769L1 Case #s 2*********0323, 2*********1683, *************Following is timeline of eventsFebruary 6, 2014 Called Toshiba regarding audio problem as described and directed in your Document ID ********. I was advised my TV was not part of your recall. Follow-up e-mail sent to Customer service. February 13, 2014 Received telephone call from Toshiba advising courtesy repair was authorized and I would be contacted by your Service Company National Service Alliance in 3 days.February 16, 2014 No phone call from Service CompanyMarch 11, 2014 Called your Corporate Escalation Department as nearly one month elapsed without phone call from National Service Alliance. I was advised, my Case number could not be located as numbering system has been changed. Spoke to both ***** and ***** who promised follow-up.March 27-28, 2014 E-mails sent to Toshiba. April 1, 2014 Called Corporate Escalation again and spoke to *******. He advised **** would return call.April 3, 2014 **** called. Advised I should hear from National Service Alliance by April 7.April 7, 2014 No contact from National Service AllianceApril 21, 2014 Called Corporate Escalation again and spoke to ****. After 45 minutes of restating history, promised callback later that day. **** did return call, advised I would hear from National Service Alliance within 24-48 hours.April 24, 2014 No contact from National Service AllianceApril 28, 2014 E-mailed Toshiba. Response e-mail provided new telephone contact number. Called and was advised, number provided is for laptops only.April 30, 2014 Called and spoke to Ace who promised a call back within 24-48 hours.May 3, 2014 No contact from National Service Alliance or Toshiba.June 5, 2014 - Certified letter sent to Toshiba CEO May 8. NO RESPONSE!!!

Desired Settlement: Request Toshiba honor promise and commitment to repair TV.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint.

And TAIS has made multiple attempts to contact our customer by telephone however, the customer has not returned any of correspondence requests but TAIS already escalated this case to our Order Desk to send him the newer Firmware stick w/ free of charge. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 BBB to resolve an issue that should have been resolved months ago!!!!!!

Regards,

******* ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS escalated this case to our Order Desk to send him the newer Firmware stick w/ free of charge.  When the new firmware has delivered to our customer one of the case managers will assist him to help him out how to update it to his T.V. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action has not resolve my complaint yet.  For your reference, details of the offer I reviewed appear below.

Today, June 19, I received a telephone call from Toshiba rep Lester. He confirmed my shipping address to send me the USB firmware and stated they were having issues (on their end) leaving me a voicemail to call them. He then called me a few minutes later and wanted me to try a reset on the TV. I advised him I would reset the TV when I return home tomorrow.

 
At this point, I'm hopeful the updated firmware and/or reset may resolve the problem. However, until either the firmware update/reset does solve the problem, I do NOT consider the matter closed. I am still curious why it took 4 months for Toshiba to attempt to solve my problem. After multiple broken promises to have their service technician come to my home to fix the set, why is it now "the solution" to troubleshoot "over the phone"?!!!

Regards,

******* ******



BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

7/16/2014 Problems with Product/Service
7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Toshiba on June 20th regarding my daughter's laptop that was behaving unusally. I was trying to explain what was happening to the representative. He was obviously foreign and don't think he understood everything that I was saying. He had me take the battery out and keep the power cord plugged in to see if the computer would run. It did, so he told me that it was obviously the battery and that they would send me a new one as my computer is under warranty. He told me that he would need my credit card to guarantee the battery. He said that the money would not be taken out, just listed as a pending charge. I said ok, my first mistake. Twenty minutes later I checked my account and the money was taken out. My second mistake was that I didn't call back and cancel the battery and talk to someone else. I figured a few days wouldn't be bad...so I let it go. I received my new battery on June 23rd. It was too late in the day for me to mail the old one out right away, but I got it packaged and ready. On June 24th I send it out. I kept the tracking number so that I would be able to verify that it had been picked up and delivered, I had to use a UPS drop box and was uncomfortable about it. On June 26th the tracking number showed that the battery had been delivered. I waited 24 hours for them to refund the money. It still hadn't been refunded so I called the customer service dept. I was told that I needed to contact tech support, because it was a charge they did. So I called tech support. The first representative told me the battery was returned, but would take 1-2 months for the money to be returned. I expressed that that was not acceptable. She put me on hold for several minutes and then came back to say it would be 7-10 business days. While this is somewhat more reasonable, since I had been told the money wouldn't be taken out in the first place...I felt that was still too long. I asked to speak to a supervisor. I was told that no supervisor was available and given a case number and asked to call back in 30 minutes. I called back and asked to speak to a supervisor. The representative told me that he would help me and so I gave him my case number. He informed me that they don't have the battery. I told him I knew better and the conversation ended with me hanging up very angry. I waited until I had calmed down and called back again. This time I got a young sounding girl who said her name was **** (I think, it was hard to understand). I requested a supervisor, but she wouldn't transfer me. I gave in and told her my situation. She put me on hold and came back a couple of minutes later and explained the 7-10 days. She was apologetic about the situation. She put me on hold again to check something. When she came back she told me she was going to transfer me to a supervisor. I waited for the supervisor. It was while waiting that I started this complaint. The supervisor was apologetic and, after listening to the situation, said that she would help me get my money refunded asap. She told me that her notes did not indicate that the battery had been returned yet. I have the tracking number to her and she told me she needed to escalate this to get the money refunded today. She said that once they were able to verify that the tracking number had been delivered they would credit my bank account. She stated that when this was done she would call me personally to let me know and that it would be done today. I have very little confidence that this will be the case, but I am hoping. I am still filing this, because of my lack of confidence.

Desired Settlement: I would like to have my money returned to me. Nothing more, nothing less.

Business Response:

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research TAIS found that the full authorization reversal is already processed last 06/27/2014 for the amount of $100.40 and for the Transaction Ref No: ************ and the Authorization Code:******. If the customer has any questions or concern they may contact as at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new laptop computer with a defective battery. Toshiba refuses to reasonably supply a replacement while it's under warranty. I purchased a brand new Toshiba C55t-A laptop computer from Best Buy in October, 2013. The battery never fully charged but I decided it wasn't an issue since I rarely used the battery and could deal with a partial charge. Shortly after, it would not charge at all. I tried several settings as well as calling tech support. I decided that since it was still under warranty, I would request a new battery. I called Toshiba once and the representative told me that I would have to pay a $60 holding fee while and they would send me a battery and refund the fee later. I told them that I was not going to give them any money as I have already paid over $400 for the computer and should not have to risk more. They stated that I would need to call later when the customer service was open to ask for permission to not pay the fee. I then called around mid-May and contacted customer support. I told them the story and they said the same thing, that I would have to pay a $60 holding fee. I again told them that I refused to send any more money and that they should not hassle me over their defective part. Furthermore, I offered to ship the battery to them at my own cost as a show of god faith. If they were to test and confirm the battery was faulty, they could send me a new one and I wouldn't even ask for my shipping charges. They declined. I feel that I have been more than reasonable by offering to ship them the defective battery at my cost. This puts absolutely zero financial risk to them and would cost me a small amount of money. Since Toshiba has declined my reasonable and risk-free offer, I ask that they send me a prepaid shipping package to send them the battery, have them test and confirm the battery is defective or not, then send me a new battery or send my old battery if it's not the problem. If the battery is not the issue, I will ask that I send my entire computer in to Toshiba to diagnose and repair. The battery and computer are still under warranty until October, 2014. I am asking for no financial compensation, just that Toshiba remedy their problem and address their poor customer service. I have yet to rate them on BestBuy.com and other sites and the outcome of this issue will be a major factor in the review that I write based on my experience.

Desired Settlement: I am requesting Toshiba pay all shipping fees associated with sending my defective battery to them. I also ask that they send me a new battery or if my old battery is found not to be faulty, return my old battery to me and I will open a new claim with Toshiba to have the entire computer sent in to be repaired under warranty. I also refuse to pay any fees or deposits associated with this claim.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 asked for details regarding my complaint.  I have called and spoken to a representative twice as well as tried several times in between with no agent picking up the line.  The serial number is ********* for my Toshiba laptop.  The model number is C55t-A.  I purchased it from Best Buy back in October of 2013 for 399.99 plus sales tax.  I had returned the first laptop within the 15 day period that is allowed by Best Buy because the "K" was sticking and they swapped it out for the exact same model that I currently have.  I have no other details.  If Toshiba is interested in resolving this matter, they can reach me at ************ or at *******@gmail.com.  I have given Toshiba a risk-free option up front that would allow them to receive my defective battery at my cost, and send me a new one.  They would risk zero financial loss other than the cost of a new battery which is already under warranty and only after confirming that my old battery is indeed, defective. 

 

Again, they have my contact information in this letter.  If they are truly interested in resolving this matter in an ethical manner, they will contact me.


Regards,

***** ********* ***

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has advised our customer that this case will be endorse to our order desk department to process a replacement battery for his unit. Our customer agreed with that. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.  Upon receiving the new battery, I will quickly use it to drain it.  After that, I will recharge it immediately.  If it performs as intended, I will consider this case resolved.

Regards,

***** ********* ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: they did replace the AC adapter , they said if i did not return the defected device in 30, I would be charges. I was charged i less 24 hrs, returned I was told if we did not reutn the defective Ac adapter in 30 days that we would be charged a fee. The minute I hung up them that night the charged my debit card 105.00. they call it a hold but in the banking world it still coems out of you account . There for charges occured . I have called the company 6 times contunally trying to reach aperson to help , I finall got a representive to talk with the bank where they explained the situation and NSF fees. The bank said i could not dipute(sign a avadaved ) it because Toshiba took back the hold , but toshbia will not credit me the fees as well. I feel that is poor customer service . i returned the part immedately and toshiba did not even wait 24 hours before they took my money.

Desired Settlement: 180.00 in bank NSF fees

Business Response:

A Toshiba America Information System (TAIS) has reviewed our customer complaint. After doing a research TAIS already reversed the holding charges to our customer account last Jun 16 2014 09:47:07 AM. If the customer has any questions or concern they may contact as at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Laptop (L75D-A7283) for my 83 year old mother November 18,2013 from Staples.com. The computer was always slow so after investigating her internet connection we contacted Staples.com. They advised that as 90 days had passed I was required to contact Toshiba directly. I did so and was advised to pay $24.95 and they would ship a box to return the laptop for repair. I did so. Toshiba Order Number TP-********. The laptop was returned with notice that the replaced parts were HDD SATA5400. Essentially another motherboard. This "repair" lasted about a week and I contacted Toshiba again in April. They said to return the laptop again and I wouldn't have to pay the fee again, I did so and the laptop was returned with notice that the replaced parts were HDD SATA5400. The same thing they supposedly did on the last repair. Again, that "repair" lasted about 1 week I called and spoke to another representative and was told to return the laptop for a third time. I advised that I was not going to do that and I wanted refund. I felt that 2 times was enough to get the issue resolved. After a 72 minute conversation with the representative getting nowhere I hung up. I tried to email Toshiba directly at customerservice@toshibadirect.com. all emails were returned undeliverable. My mother has essentially not had a computer since this purchase

Desired Settlement: I request a refund of $483.73 breakdown is as follows:I paid $508.78 - $50.00 rebate = 458.78 + $24.95 (repair fee) = $483.73

Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 06/26/2014, 06/27/2014; 06/30/2014 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

****** ******


I spoke to a representative today . They refused to refund full price for my laptop . The representative  said I could  get "fair market value" . When I asked what that meant he couldn't give me a number . He said they would send me another computer. I do not want another computer but he left me with no choice . I believe toshiba is non- responsive and a terrible company . Please do not accept their explanation of this outcome.

 
Thank you
 
****** ******

Business Response:

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

TAIS has advised our customer that we will provide a brand new replacement computer and this case was already forwarded to our order desk department. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a Toshiba labtop that is currently out of warranty. I called the toshiba tech support number and the representative offered assistance in solving a problem with Adobe not working on my labtop. The representative tried getting me to buy a warrenty for my product, i declined. He then transfered me to another representative that was suppose to be a specialist. During this time the specialist asked to remote access my labtop, same as the first representative had done. During this time the representative erased my current version of Adobe and proceded to download another one. I noticed he was downloading/agreeing to third party software(malware, ect). I told him to stop and dont accept that and he downloaded it anyways. I then told him he downloaded viruses on my computer, he denied it. He proceded to show me in my control panel that the files were not there. He was clicking around more and I pointed out that there was a short cut of the name of the program(storm tracker, my search dialer, ect) that he had downloaded. He deleted the folder and told me he deletedthe program. This is a lie, you can not delete a shortcut and delete the program. He then said he would fix the problem by bringing up the command prompt screen and running a program for viruses. This also was a lie. He told me we would be able to commmunicate through the remote access chat screen and he would hang up on the telephone end. In the chat screen I told him I had located some of the files and asked for help in deleting them. He procedded to hang up on me.Some time during the phone conversation, after the viruses were installed, the representative tried getting me to buy an antivirus through them. The next time the managers were in their office, i was told monday 8-5, I called and spoke to one. She said she wanted to remote access my computer again and do a restore point to an earlier date. Itold her that doesnt get rid of viruses. She offered no solution to resolving the problem. She told me that they were going to review it.

Desired Settlement: I would like my computer restored to the original condition before the representative downloaded third party software and other possible viruses onto it. Either a replacement computer of same year/model/ect or their company to purchase an anti virus for my computer. I have no idea what viruses were downloaded and what damage they have done. I want my product in the working condition it was in.

Business Response:

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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

******** ******

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS will reach out our customer and someone will call her from our Advance Software Support Department to explain what was done to her computer and also to delete what is the viruses that the customer claims infecting her computer, our customer just need to provide the time and date as well as the best phone number that they can reach her. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My laptop presents problems with the touchpad. The problems persist even after sending the computer to Toshiba's Depot twice for repairs. In Aug. 2013 I bought a Toshiba Touchsreen Laptop on Amazon for $489.99 (Serial number: *********). Out of the box, the computer presented some problems with the touchpad. The touchpad tends to become unresponsive, and the mouse moves erratically. I reported this almost immediately to Toshiba, and unfortunately it was hard to to get past the basic troubleshooting procedure (they were trying to sell me some additional services in order to have the computer repaired). After having to factory reset my computer twice per request of Toshiba's technicians, and not getting any real solutions, I gave up and decided to buy an external mouse to get around the issue. In Feb. 2014 I decided to give it another shot at getting the problem fixed, and after a couple of hours on the phone I was able to get Toshiba to agree to take the computer in for repairs at their Depot Repair Center (DRC). I had to cover the shipping costs of sending the computer, even though I was sending it due to some out-of-the-box defects. At the DRC they were able to replicate the issue and confirm the reported problem and they replaced the entire touchpad panel. Unfortunately, a week after receiving the computer, I was again dealing with the same issues. After another round of calls I was able get a second authorization to send my computer to the repair center. I got the authorization on April 18th (CN: 20140418387016). I expressed my discontent with the fact that the computer was not properly fixed the first time around, and I was assured that now they would do it right. Moreover, they said that if it didn't work that time around, we would be able to explore other options. The computer arrived yesterday (June 19th), and as soon as I started using it I noticed three things: 1) there is still a problem with the touchpad, 2) the screen image seems to have degraded and has a few dead pixels (they were not dead went I sent the computer to them) and 4) the keyboard is responsive, but I now have to press extra hard on the "f" key for it to register the key stroke. In summary, they haven't still fixed the original problem and have managed to introduce new ones. Once again I called customer service today (CN: **************), and I was offered to have my computer checked at the DRC. I mentioned that I didn't see this as a viable solution and was offered to talk to a supervisor, ***** *******. Mr. ******* looked at my case for about 15-20 mins and offered me two solutions: 1) send the computer to the DRC for the 3rd time or 2) send it to the VIP repair center for free. According to him the VIP center has better technicians and can offer a better quality repair. I told Mr. ******* that this didn't make sense to me because I felt that a client shouldn't have to send a computer 3 times to have access to a "better quality technician". He also said that they might not be able to do anything about the dead pixel issue. I told him that I couldn't accept any of these "two" options, and that given that I have received a defective computer out of the box that I should get a replacement unit. Mr. ******* insisted that there wasn't anything that he could do and that he was the highest level of escalation. After further insisting on my part, he gave me the number 949-583-3000 and told me that I could leave a voice message there but that he could not assure me when I would get an answer back. Towards the end of the conversation I kept asking about an alternative solution, and he told me that the previous two solutions were the only ones available. Moreover, at one point he textually said, "It is the best solution for me". I understand that these were not the words he intended to use, but I do believe that those words do reflect the way Toshiba is managing the issue: they are choosing only what it is best for them, regardless of

Desired Settlement: I want my computer to be replaced with a non-defective unit. Furthermore, I would like to comment that the problem seems to be correlated with a memory usage of more than 63% of the total available RAM. Nonetheless, there is just a correlation and not a causation effect because I have experienced the problem with the touchpad with a low memory usage (lower than 30% of total available RAM). The problem with my computer could be the result of an isolated issue with this particular unit. Nonetheles

Business Response:

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 offered a replacement to our customer and he agreed with that so this case forwarded to our order desk department to discuss the process. If the customer has any questions or concern they may contact us at 949-461-4321, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

Thank you very much for your assistance on this matter!!

Regards,

****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Toshiba Satellite P75-A7200 last year, still under warranty. Recently, it refused to boot. I send it to the repair depot - they ended up replacing the mother board and keyboard. The original configuration had 4 Memory slots (2 on the keyboard side & 2 in the service bay in the bottom). 2 slots on the Keyboard side were occupied (4+4GB), 2 bottom slots were empty for me to upgrade. I had purchased this laptop for this specific configuration so that I could expand the system memory. Upon inspecting the returned laptop, I noticed that the the default 8GB RAM is now in the service bay, in the two empty slots meant for end user expansion, in the bottom. I have been working with Toshiba support for the past week to have them swap the memory to the keyboard side, leave the service bay slots open, as it was in the original/New Laptop that I had purchased, so that I can add additional RAM. The key board side slots are not accessible to the consumer, it requires complete disassembly of the laptop and void the remainder of the warranty. Moreover, I am not capable of performing such a technical task. Two things happened: 1. new board has only two slots 2. they have accidentally install it in the service bay slots, making it impossible for the consumer to upgrade the RAM. In either case they have point blank told me that they CANNOT do anything about it. And I need to take this up with an independent repair facility and foot the bill my self. Basically, I am left with a Laptop with lower specification after the warranty repair. I originally purchased because of its Total Memory capacity of 32GB. Now, after the repair I can only expand it to 16GB.

Desired Settlement: I have been requesting for them to return the product to its original configuration, with regards to the RAM location, as the issue is the result of an oversight or error on part of the Toshiba Service team. I would like Toshiba to service the Laptop to swap the incorrectly placed default system RAM to the keyboard side, and leaving the Service Bay slots open so that I can upgrade the RAM as desired, which is the original configuration.

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will reauthorize a rework and provide him a free box so he can send his computer back to our depot repair facility so the issue will be fixed. If the customer has any questions or concern they may contact us AT ###-###-####, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

I would like to add that Toshiba has responded positively only because of BBB. Thank you.

Regards,

******** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a TOSHIBA Satellite C55t-A Touch Display Laptop on 10/10/2013. Soon thereafter the computer developed a glitch where the screen would scramble in many different colors and then the PC gives an error message that the PC ran into problems and the PC shut down and then restart. It gives an error message to send to Microsoft to help improve Windows. The computer at times does not turn on or off. I have to power off using the power switch by holding it down for a long time or removing the battery. The month of December was horrible. I started documenting these issues on 12/5, and it happened again on 12/26/13. Scrambled lines all throughout the screen of horizontal, next the computer turned off and reboots itself in the middle of my working on a project, causing panic, frustration and anxiety. On February 6, 2014 the computer froze up and would not turn off. It crashed and some of the keys started sticking and not functioning properly. Also, on the 6 February the screen scrambled with colors shut down and turned itself back on. I contacted Toshiba out of frustration and they tried selling me a service plan of $69 or they could not assist me. I declined because I purchased a 2 year term service plan with this computer when I purchased it. How can I purchase a new computer and immediately it has severe glitch issues and I am bounced around as if it is my problem? February 11, 2014 I contacted Geek Squad told them I wanted a computer that works they asked me to leave the computer with them. The screen scrambled on 2/12/14, the very next day, and then again 2/18/14. This problem caused my OC to restart on 3/27/14 and again on 4/4/14. Then on 4/5/14 the computer stopped responding to upload files from photos and email. The computer issues persist. There were issues 5/14/14, 5/16/14, 5/21/14, 5/22/14, and 6/9/14 of the same issues. On 6/23/14 I turned the computer off and it turned itself on in the middle of the night and played all night long. I have had countless times of my PC turning off by itself after the screen scrambling and rebooting itself. The computer not turning off and I having to hold down the on and off switch for long periods of time to turn it off, or removing the battery and the keys getting stuck and not functioning properly. I need your help to resolve this issue.

Desired Settlement: Refund purchase amount of Computer of $870.01 or replacement of PC.

Business Response:

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

Our customer informed TAIS that the reseller already replaced the unit and took care of the issue. TAIS has advised our customer that incase that she has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, 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,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The tab key has been "sticky" since purchase. I have been taking online college and couldn't send in until May. They want me to pay to ship. Due to schooling I was not able to return the laptop to them until I finished courses in mid-May. Now they want me to pay for a box and shipping to the facility for a repair when the key has been "sticky" since I got the laptop. Also, they tell me if it looks like I broke it they won't fix it. Well, based on the complaints on their service, I'm pretty sure they won't fix it despite the fact that I have next damaged my laptop and take excellent care of it. The plastic is, in fact, still on the keyboard. I want them to send me the replacement keyboard and I will get it fixed and send them the bill or they can pay for shipping. As a single mother I can't add costs to my bills every month. This is their product, if I have to send it to them for repairs they should pay for me to do so and for them to return it.

Desired Settlement: I want them to repair the key and pay for the shipping to and from of the laptop. If I hadn't needed the laptop so badly for my six online courses each semester, I would have sent it back as soon as I received it. Their product should have arrived in full functioning condition and I shouldn't have to pay because it didn't.

Business Response:

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

TAIS apologized for the inconvenience our customer has experience. TAIS offered a free box so that our customer can send their unit at no charge to our Depot for diagnostics and repair of the computer. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refused to connect me with supervisor, refuses to replace laptop even though its still in warranty and want me to pay to ship it to repair depot. I purchased a laptop in Oct 24, 2013. In december, the touchpad, a essential component, stopped working. I called and performed basic trouble shooting steps, to no avail. Problems persisted, then the wireless stopped working and now works intermittently. I purchased a warranty and now they refuse to replace. Only offer to repair, costing me approx $30 dollars to buy a box to ship it to them, when I never did anything to cause the problem. Tech support called me at 1 AM on 6/9/14 because of disorganization on their side, and when I attempted to complain they wouldnt transfer me.

Desired Settlement: I use the laptop for business, and I dont have time to wait 10 business days for a repair. I would like a replacement to be sent to me at no cost to me since I did nothing wrong and have already purchased a warranty, and then I want them to provide return postage so I can send the broken laptop to them.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS offered a free box to our customer so he can send his computer to our depot repair facility to have it diagnosed and the issue will be fixed. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have a Toshiba TV that worked just fine with DVD or antenna TV but would not allow us to choose HDMI on the input. I called Toshiba support for assistance. They charged us $35 for tech support. They had me push buttons on the TV itself as we no longer have the original remote. They said the TV needed to be reset. I followed their direction and the TV did what they said until it got to a specific screen and then would not go forward or back it is still stuck on that screen. The TV is no longer useable at all as it will only stay on that screen. I spoke with the supervisor then the customer relations department many times. They said we need the original remote and offered to sell me one. If they knew we needed the remote they should never had me get to that screen. Now I am out $35 an $899.99 TV plus the 10 hours of cell phone time that I have to pay for trying to get this resolved.

Desired Settlement: I would like Toshiba to refund my $35 and provide a remote or a service tech to fix my TV so I can watch TV again. I was told by Vanessa at Toshiba that they will not do anything to resolve this issue even though it was their tech staff who got us in this predicament.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint.

After doing a research TAIS would like to apologize for the inconvenience our customer has experience, TAIS are willing to process a refund for the $35 that was charge to her for the support that she paid for; unfortunately TAIS are unable to find any records under her name in our system. If our customer has any questions or information to add they may contact us directly at ###-###-####, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.

This issue has been resolved by Toshiba to my satisfaction.
Thank you very much for your assistance.
***** T

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: in regards to Repair Order Number: *********** * purchased a toshiba computer during this past holiday season. I SENT IT BACK to toshiba since it was under warranty.My problem was that when using the mouse it kept on jamming. I paid $25 to ship it out to toshiba. All toshiba did was restart the computer. toshiba didn't even diagnose the problem. .Sure enough, my kids were complaining again about the mouse jamming.This is ridiculous toshiba never repaired the problem.

Desired Settlement: Please send me a new computer and reimburse my $25 shipping fee.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS offered to our customer to send her computer for repair with free shipping so it can be fixed as much as possible. Unfortunately, our customer declined this offer, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 pointless for me to send them back the computer, if they are not interested in repairing it.  When I originally sent it back they never repaired it, they just restarted the whole computer. I need them to diagnose the problem and adequately repair it.

 
Also the person who contacted me was from overseas and not proficient in the English language./ I did not feel I was able to properly communicate with him.  Please have  an American supervisor from toshiba contact me.

Regards,

***** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS offered to our customer to send her computer for repair with free shipping so it can be fixed as much as possible. TAIS are willing and interested to do rework for the computer and diagnose what is the main issue. Unfortunately, our customer declined this offer, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like toshiba to provide me with 2 items 

 
1. a written diagnosis explaining how they diagnosed the issue with my computer.
 
2. . a detailed report on what measures toshiba had taken to repair my computer.

Regards,

***** ******



Consumer Response: I paid $25 shipping and i dont believe toshiba ever actually diagnosed or repaired the computer. All they did was restart the computer. 

thanks

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/29/2014 Problems with Product/Service | Complaint Details Unavailable
6/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: this computer started haveing problems 2 days after purchase date of dec 14 2013. i explained all this to them and paid 20 dollars to ship it to them. after we discussed it and i explained to them the screen was cracking from the inside from over heating the battery stopped charging in 5 weeks of purchase and cd door fell off on the second day i dont care about the cd door but the rest should be addressed thyey made me spend money on this if they were going to not fix it without wanting 425 dollars are what ever they are asking for they should not have tricked me into sending it to them. they got the report of damage i have a copy of it and was fully aware of it before i spent money on it i am furious at them for tricking me than not fixing it it is under warranty untill dec 2014

Desired Settlement: i will except my 20 dollars back for shipping it and a refund of the 489.00 i spent on it are the can fix it. if they intend to send it back unrepaired i want my 20 dollars back because they knew the shape before i sent it . and i feel they lied and conned me just to make a broke man waste money he didnt have to waste

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on 05/29/2014 in our repair facility with a Damaged LCD screen, 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, unfortunately our customer declined the quoted price for the cost of repair which is out of scope, and it means the computer will be send back unrepaired. Since the customer mentioned and he’s aware about the Damaged LCD screen before he send it in to our depot repair facility, for the inconvenience TAIS can process a refund for the shipping that he paid for. If our customer has any questions or concern they may contact us directly at 949-461-4321. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* ******

toshiba  was  aware the   screen was broke  before i sent it to them but  it  is  broke from the  inside    out    not   from  the  outside  this  unit  has  had  issues  since  the  2nd  day  of  purchase they   have  ignored  multiple calls   as  far back as    jan  of  this   yr    aqbout  differant things   going  wrong  with this  new  computer. it  is  still under warranty  they  are  just  trying to  scam  me    they  want more  to  fix it  than  it  cost  new 6 months ago  i cant  stand  liers  theives  and   companies  that    want  back their warranty

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* ******


i sent   the bbb  a copy of the  repair order  over the  fax today   ...  i got a call  from *****    today also  she said   she is   in charge at toshiba and  i explained to her  that  tyhe  mother  board and  battery  problems  were from  over heating  i started complaining about this over 3 months ago  that the   digitizer inside the  screen  that makes it a touch screen  stopped working  long  before the  cracks  the  cracks    are from the  inside  out   not from the  outside in.   when i spoke  to ms cris  there  seems to be a language barrier i asked  for  her  superviser  and  she  refused  to  let me  speak to anyone above  her  and  said  their  is   no  phone are  email  to  anyone   above her  and  if there was  she has not  got  access to  their  number  are email and   that she was the  finale  word  i refuse to beleave    that  she is  and  want to  appeal  top  her supewrvisor  thank you so much.  please  look  for the fax i forwarded to   bbb  and  they even stated on  the repair sheet  they were able to  duplicate   what i said    was going on  with  the  computer  but only  fixed certain parts if  they  want   fix it  all ill take  a  full refund of  what i paid  the 509.00 because  ms  ***** also told me  i could  pay her   the  424 are what ever it  was are i could buy another computer. she said  the  computer works   with the  cracked screen    which is  true   but   the  touch part  doesnt work and i boaught a touch screen computer  and  will never  recoomend are  use toshiba again

 

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS has advised our customer that according to the depot repair facility the crack screen is not cause of overheating after the diagnostic was done and they sent us a picture to see what is the damaged on the LCD screen, 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, at this time we consider this matter closed.

Please see the attachment.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* ******


i do not  wish  to  argue  with these   people anymore and   feel like i am  wasteing the BBB time as well   when i sent it  in  it had  hair line  cracks  from over heating they  even admitted haveing to replace the  mother board  since  they were able  to duplicate the   event  and  i  dont  know  if   some of them picked at the  screen  with a knife are screwdriver are what ever  but  it  is  fine  they  have to live  with it    i  will however  post on ripoff reports dot  com and   to  mt  state atty general of their  behavior  and  hope  they lose tons  of  buissiness as  they  have  lost mine

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba Encore WT8-A32 tablet at Staples, and found after opening it that it would not power up. I attempted to return it to Staples, but unfortunately it was past the 30 day period for returns. They did inspect the unit and determined that the power plug receptacle was faulty (the floor model unit worked with fine with our plug). Since it is new and covered by warannty, Staples then called Toshiba to facilitate our sending it back, a box was sent to us by Toshiba for shipping the unit, and we sent it in for repair. Toshiba returned the item back to us with no comment or information, but unrepaired. I contacted them again, they again sent a box for shipment, and I shipped it back to Toshiba (order # TC-********). It was again shipped back to us unrepaired, and this time they said it was customer damaged. When I contacted the repair center and explained the problem, they agreed that the receptacle was probably faulty and promised to get back to me in 3 business days with a course of action. They failed to contact me, and after multiple calls and messages left, I was contacted by a representative saying that the unit is damaged by the customer and is not covered by warranty. Both Staples and myself agree that the unit is faulty.

Desired Settlement: I would like the faulty tablet exchanged for a new tablet that works, as covered by the warranty purchased with the produ

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our depot repair facility found out that there is a physical damaged on the unit, which is not covered by the standard limited warranty, our customer can contact Toshiba Repair Service phone number: (800)438-3910 or they can bring the computer to an Authorized Service Provider, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 informed us that there is physical damage on the unit caused by the customer and is therefore not under warranty. However, when we spoke to their representative in May and explained that this unit has never been powered since being opened due to the faulty power fitting, and that all we did was try to plug it in, they agreed that it was likely not due to customer damage. They agreed to look into the matter further to determine if it was damaged during packing at the plant, shipping, etc. We have not heard back from them, and after repeated attempts now to follow this up we keep getting the same response that the damage was caused by us. At this point we have received conflicting and inconsistent customer service, and have found no way to use a brand new tablet purchased from Toshiba. As a large and reputable company, we are surprised that Toshiba is taking the stance that their faulty new product does not work due to unproven customer damage and not some other reason. We wish to be given proof that this damage was caused by us and not at the Toshiba manufacturing plant, their shipping company, or storage at Staples; this proof should be what determines warranty coverage as this $300 product is useless in its current state.]

Regards,

******* *****

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research our depot repair facility found out that there is a physical damaged on the unit, which is not covered by the standard limited warranty. The cost of the repair is now our customer responsibility, our customer can contact Toshiba Repair Service phone number: (800)438-3910 or they can bring that to an Authorized Service Provider, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second go around with Toshiba. The first time we had to go through the Better Business to get results and now we have to do it again. Toshiba really knows how to run you around circles. We have a 55" 3D television that was replaced by Toshiba on June 19, 2013. It worked good for 9 months then started to turn on and off by it's self and lost the TV guide. Toshiba was contacted several times; 3/21/14, 3/26/14 twice, 4/5/14 and twice on 5/8/14. The first time we were told to call Town and Country TV in Richland Center Wisconsin and set up a appointment, Toshiba would email them with a repair number. Toshiba never contacted them. After waiting for a month Toshiba didn't contact them so we called them again. We were told after trying several things to get the TV guide working that they would research the problem and call us back. No call so on 4/5 called them and was told that they would get a fix so waited again; no call. Called today and after explaining the problems again was told to follow the instructions on page 60 of the operating manual and call back if that didn't work. When I called back I was told that I would have to pay for support, when I said all I wanted was the set fixed under warranty I was told again that I would have to pay for support. This is nothing but a runaround; just like the first time. We no longer want anything to do with Toshiba; they do not support there product which has been nothing but junk.

Desired Settlement: We do not want there TV and want them to buy it back for the original price we paid. We want nothing to do with Toshiba or any of there products. We can buy a TV that works and from a manufacture that believes in customer satisfaction. The price we paid was $1149.99.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research, our customer called us last 05/08/14 he spoke to our technical support representative and our customer said that the TV media guide is not working however the phone support warranty of the customer is expired so that’s why he was asked to pay for that even though he’s still have a 1year standard limited warranty because the phone support is only valid for 90days upon purchased. But for the inconvenience our customer has experienced TAIS would like to offer a free support over the phone and our customer will be assist of our technical support specialist to diagnose what would be the issue and he only need to provide is the best time that we can contact him so it can be fixed as much as possible. If the customer has any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In my response to you I had indicated that we were satisfied although we had reservations and I would let you know if indeed we were taken care of. We are not. Today a repairman from Modern TV & Electronics was here and replaced a part and the TV worked even worse that before, he called Toshiba and they told him that they would try to come up with a fix and would contact us within two days on a fix. The repairman put the old part back in and left. I am willing to bet that Toshiba will not get back to us because that has been told us three months ago. These people can’t even provide a workable replacement part. I am now demanding our money back; these people have caused my wife and I three months of grief and at 70 years old we can’t take any more.  

Regards,

***** *******

Business Response:

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Repairman was here today and installed a new circuit board; still will now work. He will return again after he gets a different part. I will not settle until everything works the way it should. If it isn't fixed this next time we still will demand our money back and they can have there TV back. I can provide a copy of the original invoice. if needed.
Regards,

***** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought my Toshiba Satellite Model L55T in Nov 2013. I bought this on Nov 13, and it was fine until Dec 1st, 2013. The computer screen cracked on the lower right corner, and I was concerned at the time so I contacted Toshiba and they had me send it to them so they could fix it. I am not sure how it cracked, but I notice a slight mark on the lower corner as I was using it. gradually, the mark then formed a crack. I am not sure if there is some sort of surface tension there, or something I am not sure of. I got the computer back on Jan 15, 2014, and it cost me $200. My computer was out of service for a month and a half. After 32 days of use again, the screen scratched in the exact same spot again. This is a touch screen computer so when the screen cracked you can't really use it. I contacted Toshiba again, to see if they could work out a deal with me because for the past 4 months I only used it around 45 days. The screen on the lower right corner just cracks after a maximum for 35 days of use. The conclusion is it would cost me another $200 to fix the computer again. This computer was 6-700$ and I can not guarantee this computer will work longer than 32 days. If the computer is cracking in the same spot, it is telling me that there is some sort of tension issue. I have had laptops before that and have had issues because of tension so I feel it is something like this.

Desired Settlement: They can either repair this for free, or they can help me refund the computer. I can not use a computer that breaks down every 30 days.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS would like to apologize for the inconvenience our customer has experience. TAIS are willing to provide a free repair and send his computer to our special repair facility to diagnose what is the main issue or the cause of that cracks to get it fix. If our customer has any questions or concern they may contact us directly at ************, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba laptop on 3/21/14 on 5/24/14 I put it on it, it was only on for about 5 minutes and it died. I smelled something. I tried putting the power button on & I got a slight shock. I called the retailer where I purchased my computer and was told i needed to contact Toshiba directly. ON 5/24/14 I called the support # 800-457-7777 spoke with a woman named Thea who just told me that it was not covered. Our conversation went on because I didnt' do anything to the computer. It was on my table with no access to liquids or food or anything. It wasn't even plugged in. The conversation was strenuous because Toshibas support is located in the Phillapines. After being on hold on and off for over an hour. I was told my case # was ************** and to call back on Monday. Soon after my husband rec'd a call from Toshiba a Sr Tech Support named ****** once again language barrier. But he was told very clearly not to worry, it would be taken care of. On Monday Memorial day I recieved a message from someone at Toshiba support. I listened to it 4 times and could not understand what he said. So I called back support and after 4 to 5 transferrs I was told that I need the highest level of support and they would call me in 3-4 days. I was not happy. I stated i was just returning a call. Once again I am put off. The next day I recieve a call from a senior tech who takes my statement and tells me not to worry she will e-mail me a label for Fed EX and either my computer will be fixed or I will recieve another one. We clearly discussed that I do not want a refurbished one because its only 2 months old. She assures me either repaired or a new one. I ask the turn around time. She tells me 7-10 days unless they have to order a part. But if that is the case. I will recieve an e-mail. WHen I printed my Fed Ex slip I realized that they have my return address as *** ***** **. It states right on the slip, any errors to call ************. So I call and am told. They can not help me. I need to call customer service. I think OMG not again! Calling customer service is like going to HELL. SO I white out the 7 on the Fed Ex slip and put a piece of copy paper on top of my laptop stating my correct address. I have my husband take the sealed package to the closest fed ex location 1/2 an hour away. I am not dropping my laptop in a drop box. We are told the label is only for ground shipping and it will take 5 days to get there. SO I wait and wait. I check and the California office recieved my computer one week ago today. Sent to **** ******** Service Engineering TAIS special Handling 9740 Irvine Blvd Dock C Irvine, CA 92618. So here we are from May 24th to June 10th and I don't know anything. I call & I get a recording message that states I need to go to Depotstatus.Toshiba.com So I do that this morning and it won't allow me in because I don't have Order #. So I enter my serial # as well as my e-mail and I get nothing. SO once again I have to call support back and after the 2nd transfer I speak with another woman who states oh I spoke with someone yesterday. I made it very clear. I have not heard from anyone. I state that I have had nothing but the worst customer service I have ever recieved from any company and I want a status on my computer. She tells me she needs to check into it and get back to me. I state she can't give me a status. She said no. She needs to make sure she is giving my the correct info. I ask when she will be calling me back. SHe tells me in an hour. Now 6 1/2 hours have gone by and I have no response. Unfortunately I purchased a defective product.. My statement to Toshiba was completely honest and here I am having to borrow a computer to pay my bills and to also send this complaint.

Desired Settlement: I am just looking for Toshiba to stand by there product. Either repair my computer to perfect state or Refund my money so I can purchase a new computer. I can not even get anyone to give me the courtesy of a status.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experience. TAIS has advised our customer that TAIS received her computer last Tues 6/3/2014 1:03pm under FEDEX tracking number ************, TAIS has informed our customer that the computer still evaluating and under physical inspection and that would takes 7-10 business days upon receiving the computer, TAIS has advised our customer once the evaluation is done she will receive a call to let her know what is the resolution or outcome of the process. Customer understands and agreed with that. If our customer has any questions or concern they may contact us directly at 949-461-4321. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and agreed to wait the additional days for Toshiba to review my computer. I do not consider this to be completely resolved. I have purchased a defective  computer and have been without a computer since 5/24/14.  I have no choice but to wait!  Toshiba has not offered to send me a loaner in the meantime. They have made no commitment to me regarding my defective computer. 

At  this  time I thank the BBB for at least getting me return call from Toshiba as well as a name and phone number.  And I wait for Toshiba to hopefully stand by there product.

Regards,

******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/16/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6-12-2013 I purchased a Toshiba Qosmio X70 laptop with a 2 year system-guard warranty.by October of 2013 I started having problems with the computer locking up and freezing while playing video games.On 12-12-2013 I was told to send it off to repair for the first time..Around 12-30-2013 the system was sent back to me. The unit continued to lock up.On 1-9-2014 I sent the unit off to repair again, because it still locked up constantly.on 2-10-2014 I received the unit back from repair. When I received the unit, the Toshiba update utility told me I needed to install a BIOS update. When I did this, the unit powered off and would not power back on again. On 2-18-2014 I called Toshiba again. They asked me to send the laptop back again. They took weeks to send me a call tag, but I sent it off to repair again.Around 3-14-2013 I received the unit back from repair. Again the update utility told me I needed to install updates. The updates were listed as security fixes. So out of fear of having my laptop compromised. I installed the update again. The system powered off and would not power back on.Around 3-17-2014. At this point I called the Corporate Escalation department and asked them if they would help. They told me they would send the laptop to the "good" repair facility at Tri-Star. I did this.After over a month of not receiving the laptop back. I called the Corporate Escalation department again, They told me that they were going to have to send me a new laptop because Tri-Star was not responding. They told me they would overnight it.After a week or two and still no laptop, I called again. They told me they had to get the laptop back from Tri-Star before they would send me a new laptop. After a few more weeks, I tried calling Corporate Escalation back. They will no longer return my phone calls.As of right now, I have no laptop and Toshiba has kept my money and wasted 6 months of my time.

Desired Settlement: I have already had to order a replacement laptop, I needed one to keep up with my work and school. At this point I think a refund of the laptop and warranty is due.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After TAIS doing a research it appears that our customer complaint already escalated to our order desk and her computer was evaluated for replacement. Our customer has advised that the replacement unit was already released and it will be delivered. If the customer has any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Problems with Product/Service
6/12/2014 Guarantee/Warranty Issues
6/12/2014 Guarantee/Warranty Issues
6/12/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Defective product and no replacement/refund options I purchased a Blu-ray/Media Box from Sears on 11/20/13. It was a Toshiba BDX3400KU. Being that it was a holiday present, it did not get set up and used until the end of December. It quickly broke and I reported it to Toshiba on 1/2/14. (Did not go to Sears since it was past 30-days). On 1/2, I spent multiple hours working through the issue with the rep and they created case no. ************** They stated that I download a service patch using a USB drive to see if that would work. Then stated that if that did not repair it, I would have to return it for a replacement by calling them back. I had to purchase a USB drive and tried but it did not repair the unit. I called Toshiba today, 2/3/14, and gave them my case no. They had no record of it and I had to explain the issues. The representative agreed that a replacement would be required and stated I would need to go to acclaim.toshiba.com and input the information there. I would have to pay for a new one and that they would credit me back once I shipped them the old one. I explained that I had already paid and did not feel it was fair to pay for another. While waiting for him to respond, I went to their site and found that a replacement is not available. They would credit me the money I paid and I could by another unit. In searching, I found I only had two options: 1. A lesser unit (BDX 2400) for $3.00 less than I paid or an upgraded unit for $299.99. The represntative was unable to offer any solution.

Desired Settlement: I would like either a similar replacement to my BDX3400KU; an upgraded device or a refund of my full purchase price ($83.99 plus 6% sales tax

Business Response: A TAIS representative was in contact with the customer on 02/03/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase. Without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the steps on the web address listed above. A coupon for credit at ToshibaDirect.com  will be issued for the customer.  You can redeem the full value of this coupon for any single purchase at http://www.toshibadirect.com. Simply enter the coupon code and use this email address (YOUR EMAIL) at check-out. For a full refund, the customer would need to contact the reseller where the product was purchased to determine if the product is still within the return time frame. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 requested a replacement for the model I have purchased. They have offered me a model of lesser quality for the same amount I paid for the higher quality item - this does not seem fair to me.

They also offered me a phone call bak from a supervisor. To date, this has not happened.

I am  
Regards,

***** *******



Business Response: ATAIS representative was in contact with the customer on 02/03/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're
beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase. Without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the steps on the web address listed above. A coupon for credit at Toshiba Direct.com  will be issued for the customer.  You can redeem the full value of this coupon for any single purchase at http://www.toshibadirect.com. Simply enter the coupon code and use this email address (YOUR EMAIL) at check-out. The code for Toshiba Direct can be used for any type of product offered on Toshiba Direct.  For a full refund, the customer would need to contact the reseller where the product was purchased to determine if the product is still within the return time frame. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 tried on multiple occasions to get Toshiba to honor their warranty of my BDX 3400.

- I have gone to their acclaim.toshiba.com website and they do not have a replacement available to me.

- They are willing to give me a credit of the amount I paid the retailer of the BDX3400 I purchachsed. My purchase price was $83.99. But, the closest product to what I purchased cost $299.99 from Toshiba Direct - I would have to pay the difference.

The product I purchased cost $83.99 and does not work. I feel that Toshiba should find me a suitable replacement to the BDX 3400 I purchased. I am not asking for a refund of money but that would also be an acceptable way to close this matter.

Attached is my proof of purchase; current cost of the BDX 3400 through the retailer i bought it from; printout from their Accliam website that shows no replacement is available; and, a printout from Toshiba.com that shows the only media box they have avaible is the BDX6400 which they charge $299.99 for.

I am very reasonalble. But, me paying additional money for a different produt does not seem like a reasonable offer from Toshiba.

Regards,

***** *******



Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID .*******, , and find that arbitration is necessary. 

Regards,

***** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *****I purchased a brand new Toshiba laptop from Staples on 2/20/13 for $570.93. It was in and out of service 3 times between August and September for multiple defects before being swapped out for a refurbished laptop on 10/30 through a rep named ***** The refurbished unit arrived with multiple scratches on it and was having issues with the optical disc drive. **** told me if there were any issues with the refurbished laptop, to call and let her know. We exchanged multiple calls between 11/4 and 11/19 with no solution.Finally, on 11/21 around 9:45 am, I received a call from ****. She asked what I wanted to do. I asked if I could speak to her supervisor or manager. She refused and told me my only options were sending my refurbished unit to service or taking a $349.74 credit for my laptop. I told her that neither of those options sounded appealing. I asked if I could pay a wholesale price for a new Toshiba laptop and buy directly from them, but she said no, it didn't work like that. I asked multiple times for a manager/supervisor and she continued to say no. I asked why and she would not give a reason. Several times during the call, she hit the 'mute' button and when I asked her why she was muting me, she did not answer. She again told me my only options were taking the credit or servicing the laptop. I said I would service it and before I could get another word out, she cut me off and said, "Thank you for calling Toshiba, have a nice day", then hung up. I said 'hello' several times because the call was not finished. I was not informed on how I would be sending my laptop into service. The rude service and unwillingness of **** to escalate my call is completely unprofessional and bad for the image of Toshiba. *** was hostile and and unhelpful. I have no direct phone number for **** and the reps do not give out their last name. The only way to contact *** is by calling ************ and asking whatever rep answers the phone to contact **** and ask for her to call back.

Desired Settlement: At this point I either want a brand new, comparable laptop from Toshiba or my money back. The refurbished laptop I currently have can be sent back to Toshiba immediately. Also, ****, the customer service representative, either needs more training on dealing with customers or some sort of reprimand.

Business Response: A TAIS representative was in contact with the customer on 11/22/2013. TAIS has apologized for any inconvenience and has informed the customer according to the Standard Limited Warranty, the shipping is the responsibility of the customer. TAIS spoke previously to the customer on 11/21/2013 and at that time the customer did agree to the repair.   Currently we are waiting for the customer to complete the survey and finish setting up the work order.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please listen to the recording of the call that took place on November 21st between myself and *****  This will clearly show that she did not handle ******* in a professional manner and did not help me in resolving my issue.  The only reason servicing my current laptop was chosen was because she forced me into a choice that was not to my satisfaction.  Additionally, *** did not send a repair order until I called Toshiba that same day (11/21) to file a complaint against her.  The agent that handled my call said ** did not see any records indicating a repair order had been submitted and he had to follow up with **** to see why.  In the recording of the call, it will be evident that **** cut the call short and hung up on me before making sure the issue was fully handled.  During the call, I asked repeatedly for a supervisor or manager and every time *** refused.  When listening to the recording, it will be obvious how improperly the situation was handled.  Attached is a full write up of the entire situation, since the allotted space given to submit my initial complaint did not have enough characters to fully explain the situation.

With respect to charging me to ship my laptop in for repair, Toshiba had stated I would only be charged shipping for the initial time my laptop was sent to service.  All subsequent submissions were meant to be free shipping.  The two additional times I sent my laptop in for repair were free shipping.

Regards,

******* ****


Business Response: A TAIS representative was in contact with the customer on 11/21/2013. TAIS has apologized for any inconvenience. TAIS has assisted the customer by setting up the work order and has authorized a courtesy box for the customer to send in the unit to our repair facility and are currently waiting for the customer to finish the email. A reauthorization email has been sent to the customer. The customer will need to go to the email and finish the work order. Being as the customer did provide authorization for the replacement unit, a repair would be the option available at this time.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you for again for assisting me in the matter.  I received an email from Toshiba to submit my current laptop for service. 

Toshiba is offering me a solution I am not interested in.  I do not have confidence in the Toshiba repair center to properly handle my issue, as my previous laptop was sent in three times without being fixed.  As evidenced in my call with ****, servicing this current laptop was not something I want to do.  I told her sending my laptop into service would start the process all over again (of what I had to deal with on the original laptop).  I either want to exchange this laptop for a NEW laptop from Toshiba (of which I would be willing to pay the difference) or speak to a manager who is authorized to make more reasonable offers than ***** 

Toshiba's 'solution' also does not address the way **** handled the case.  Refusing to let me speak to her manager/supervisor and hanging up on me is not something another consumer calling in should have to experience.

Thanks again.

Regards,

******* ****


Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID .*******, , and find that arbitration is necessary. 

Regards,

******* ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/12/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service
6/12/2014 Guarantee/Warranty Issues
6/12/2014 Problems with Product/Service
6/12/2014 Guarantee/Warranty Issues
6/12/2014 Problems with Product/Service
6/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/17/2012 I placed an order with Toshiba.com. On that order I paid extra to have a speical DVD drive installed called a LabeFlash DVD drive. I spent about 15-20 hours attempting to deal with Toshiba Customer Service on the issue and spoke to numerous people. (I have dates and names if interested). When I would call tech, they would say sales issue, when I would call sales they would say tech issue, one of the CS people even went so far as to say it was a production issue and recommend I call *****! After about 2 weeks of runaround I got fed up and contacted my local new station to see if they gain any traction on the issue. Finally after ******* * **** contacted them I recieved a call from ******* who identified herself as a Customer Relations Case Manager. She verified that I did indeed recieve the wrong drive installed in my computer. But I was told because I did not notice the mistake within 5 days of receiving the Laptop and did not purchase the extended warranty from Toshiba Direct there was nothing she could or would do. It was my own fault for not verifying the build of my laptop; furthermore it was out of warranty so if I did send it in for service they would charge me not only for the new drive but for the labor and shipping as well. Really? You screw up and then blame the customer?

Desired Settlement: I would like Toshiba to either provide me an extrernal LabeFlash (or Similar technology as it looks like LightScribe Drives result in a similar end result) drive or give me a refund of 132.98 to purcahse a LabelFlash Drive from ****** (amount includes shipping and sales tax) with similar specs of what I paid for and never recieved.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer computer warranty runs out for about 2 years so that TAIS are unable to authorize a repair. Our customer can contact Toshiba Repair Services telephone number (**** ******** to set up a repair for those computers which is out of warranty. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

At this point I am COMPLETELY unsatisfied both with the way Toshiba has dealt with this issue, the tone of your responses and the response time of your sales and support staff.

This is NOT a warranty issue. This is an issue of Toshiba not building/selling me a computer to the specifications I paid for. In fact I was told by your Technical Service Staff IF I had brought it in for service during the warranty period I would have been rejected as the specs of the computer you sent me did match the records of the computer you sold to me. As far as I am concerned you still have not fulfilled the sales contract set forth between myself and Toshiba. This is a complete mistake on the part of Toshiba and you are attempting to hide behind a warranty period that your own employees ******* * Technical Support Manager) have said would have never even applied to me because of your mistake.

Regards,

***** ***

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer computer warranty runs out for about 2 years so that TAIS are unable to authorize any repair. Our customer can contact Toshiba Repair Services telephone number ***** ******** to set up a repair for those computers which is out of warranty, and the issue was reported 2 years after the unit was purchased, that is to long for TAIS to support or to provide the application for that issue. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

***** ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/10/2014 Problems with Product/Service
6/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Toshiba in Oct. and they promised to repair my laptop or refund my 49.99,instead they withdrew 49.99 4 times and refunded it 3 times. They were only given permission to withdraw once and then they promised a refund. They never replaced the money. Now, on 4/8/2014 they then with drew 49.99 again, with out my knowledge or permission. They were not supposed to touch my account. I do not owe them any money, they never repaired my laptop. When I call and try to talk to them they say they never withdrew the money ! How can a company or anyone go in my account and with draw money when ever they please.Talking to them is nerve wrecking, they will deny any of the transactions and my bank (******* **** ** **********) will not help me !! But Toshiba Customer Service should not be allowed to treat people this way, much less just take money whenever they feel like it and not refund it. They never let you to speak to a manager or some one in charge, they switch you around and more or less call you a liar...so how does a company get by with dirty deeds like this . I WANT MY MONEY BACK !!!!!!

Desired Settlement: 49.99 twice, plus I should receive some kind of compensation for all my phone minutes and stress trying to get this straight,, but 99.98 is what they owe me.I live on social security a very limited income, and when they take my money I do with out, period !

Business Response:

A TAIS Representative has been in contact with our customer. TAIS will provide a refund of the $49.99. Our customer accepted the offer. If customer has any questions or concern they may contact us back at ************. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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. As long as they do refund my money I will be satisfied.

Regards,

***** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 have a complaint about this situation,, I have been waiting for 3 weeks for Toshiba to refund my money. They contacted me on 4/15/2914 and said my refund was processed and give it 2-5 business days, then on 4/22/2014 they say
they are "processing " my refund again...now as of today 4/28/2014 I still have not gotten my money (that they withdrew without permission or reason). They wont answer phone . But did admit they had no right to have taken their money to
begin with. Now, what do I have to do in order to get my money back ?? How do they do these things and get by with it ?? Very frustrated and mad !!! Thank you ***** ****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 still waiting for my refund on this matter. Now they are saying they do not see where they withdrew my money, but are willing to give me a credit, then they call and say they will send me a Visa card. I have called them repeatedly and every time I get a NEW run around. Me and my bank have given them all the info that they need, the ID number, date, time, Letter from the bank, case #, Submission #,,,, every thing. They had no business, reason, permission to take the money out of my account to begin with. All I ask is that they put it back. How do these people get by with screwing people over like this, and taking money when they ave no right or permission. They had mixed me up with another ***** ***** in another state, they gave her back the 49.99 instead of giving back to me. Now they will not admitt or give me back my money....but they have given me chest pains !!!!!!!!!! What do I have to do to get this straight ???????> I just want MY money back.  ***** ** ***** 

On Monday, April 28, 2014 7:20 PM, ****** ***** <******************> wrote:

I stiil have a complaint about this situtation,, I have been waiting for 3 weeks for Toshiba tto refund my money. They contacted me on 4/15/2914 and said my refund was processed and give it 2-5 business days, then on 4/22/2014 they say they are "processing " my refund again...now as of today 4/28/2014 I still have not gotten my money (that they withdrew without permission or reason). They wont answer phone . But did admit they had no right to have taken thr money to begin with. Now, what do I have to do in order to get my money back ?? How do they do these things and get by with it ?? Very frustrated and mad !!! Thank you ***** ****

Business Response:

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 our customer a **** Credit for the refund that she’s requesting and our customer agreed with that offer. If our customer has any questions or concern they may contact us directly at ************. At this time we consider this matter closed.

Business Response:

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 our customer a Visa Credit for the refund that she’s requesting and our customer agreed with that offer. TAIS advised our customer that with in 10 days she will receive the refund that she request and our customer agreed with that, our customer mentioned that she will wait for those refund in that timeframe TAIS provided. If our customer has any questions or concern they may contact us directly at ************. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Toshiba of America has far the worst customer service that I have ever dealt with in my life. I have a warranty issue and they do not want to cover all cost for this isn't an issue with anything I did. I have called and spoke with the executive staff which got me no where and asked for information on contacting the CEO and refused to give me the contact info. I believe that no matter who is at the top there should always be a line of communications with its consumers for incidents like this. Also I called in late December because of the windows 8.1 update that Toshiba software application made me update but yet the drivers were not ready for all of the computer at that time. They want to charge me $25.00 for shipping and if I want the recover disk another $30.00 which my laptop is an ultra book it does not have a Dvd/cd drive for me to burn a backup on a disk if I was remotely able to do it. My warranty ends at the end of the month. Speaking with the people who I have encountered are not educated on how things work here in the USA and that the consumer should and will not have to fork out any other money because of faulty product that the company decided to sell to its consumers. No where in my original warranty did it state these listed prices that I received from the Executive team.

Desired Settlement: I want either A they pay me the original price at the time was $699.99 plus tax and or they send me the container to go ahead with the process of the warranty process at no CHARGE to me the consumer! I will not nor will I accept anything else but as listed. Toshiba has wasted my time and effort of getting this resolved

Business Response:

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 ************. At this time we consider the matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba laptop from Bestbuy in December and I updated my windows 8 to 8.1 2 weeks ago. Ever since the update I have had errors with the system. On Friday my computer crashed with a BCD fail to load error 0xc0000034. I spoke with microsoft and they informed me that I can create a boot drive on another computer that will fix windows and allow me to keep all of my data and files. I need the microsoft product key for the computer i purchased to customize the key to my computer. I found out that they didn't put the sticker on the bottom of the laptop that shows the key so Microsoft told me to to call Toshiba since they will have it because I purchased it and any microsoft product purchased has to include the product key for registration and technical support if it is licensed by them. The first guy gave me a number which didn't work to get me off the phone. The next time I called i was bounced around and told they refuse to give me a product key number and if I want my laptop fixed I have to pay them $30 for them to send me a disk that will restore my computer to factory settings and make it work. I informed them that microsft can fix it without losing anything if I have the product key and they refused and told me it is not the way of Toshiba to allow me to have a product key and they wont allow me to have it to fix it but I can pay to have it restored to default if I want. After 4 transfers the supervisor informed me this is a rare case and he knows I should have the product key because I purchased it but Toshiba wont allow them to give it to me but I could purchase the reboot disk to delete my computer. My case number with Toshiba is **************.

Desired Settlement: I want my product key to fix my computer orr a new windows 8 purchased and given to me with product key.

Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 05/21/2014, 05/22/204 and 05/23/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at 949-461-4321. At this time we consider this matter closed until we hear back from the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: need fixture on a laptop that was supposely fixed We have a Toshiba Laptop Satellite Pro C50-A series with a serial number of ********* that we sent to the company to be fixed I was told there was no cost on my part and ended up paying $25.00 for shipping and then the laptop was returned to me unrepaired as the tech people told me they had tried to contact me several times which they never called me or sent an e-mail, I then recalled and sent the laptop back with all intact and they returned it to me minus the memory sticks stating they had repaired it yet it is still unworkable , we have called them several times to get this fixed yet they say that they did not receive the part that is missing . they have constantly called us liars and told us nothing can be done they have also tried to state that Fed-x stole them. they have called both myself and my husband liars and now say that can not do anything with this I hope you all can help us with this problem .

Desired Settlement: we are seeking to either fix the laptop probably or to give us another laptop .

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research it appears that TAIS repair facility received the whole system unit without the RAM. The computer came in the repair facility with a mainboard issue so TAIS replaced it because it is still under warranty. To make sure the unit works properly, TAIS technicians have tested the unit using their master RAM and USB before sending it to our customer, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Problems with Product/Service | Complaint Details Unavailable
6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop for my son as a Christmas present. I did not encounter any problems with the computer, that is, until he updated the software on the computer. Once the computer started updating the computer crashed. This update took place on 3/31/2014. I tried contacting Toshiba about the updates (4/1/2014) to find out whether they would cause the computer to crash like that. The customer reps would not give me a straight story. And at one point, the rep told me that Toshiba does not recommend updating the computer if you are not experiencing problems with it. (I do not understand why an update alert that clearly states that the computer will not work properly without it would not be recommended by the company.) I am not even certain whether the updates were updates or viruses that were installed on the computer. I can't take it to a local authorized Toshiba Repair facility, because it is not a model that is high end. And my son need his computer for school. I need the company to stand behind the product they produced. Otherwise, they should not sell the product in the United States. My son needs his laptop for school, and given the information that Toshiba's reps have provided I do not feel comfortable in a replacement. I prefer dealing with a company that is willing to stand behind the products it produces. Toshiba has not shown that to this parent today!

Desired Settlement: I want a refund for the cost of the computer.

Business Response:

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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, I am not interested in Toshiba's representatives calling me all times of the day and night requesting information. I have provided BBB with the information that is needed. When I first contacted Toshiba about the problems with the laptop , I asked if their was a local authorized repair store I could bring it to. My son uses this laptop for school, and packing it up and shipping it off for God knows how long is not acceptable, especially when their is a repair shop in town that could diagnose and fix the problem within days. But according to Toshiba's customer representatives, my laptop does not cost enough. My child uses this laptop for school and needs the laptop here-- Updated and Working. However, both of these suggestions are not recommended by Toshiba. I want a refund if I cannot take the laptop to a local authorized repairman. Thank you. 

******** *******


Business Response:

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 subjected to approval for replacement, and for repair we provided the process of sending her laptop to our depot based on her Standard Limited Warranty, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

Please provide a fax number so that a copy of the receipt can be forwarded to you. Also, I did not receive a response concerning the use of an authorized repair technician locally. Please inform the company that I would like to have a response.


Thank you.

******* *******


Consumer Response: Better Business Bureau:

I would like to reject the offer of Arbitration for complaint ID *******.

 Regards,

******* *******

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: poor service attiude refused to get me a supervisor since last spring i've been trying to get my laptops screen repaired i followed the link in email they sent me to repair depot it gave me two options i could go to a store buy a box and ship my device to them but if any damage occurred during that shipping it wouldn't be covered. or i could pay 25.00$ and they would send me a box with shipping material and a shipping label and it would be covered. i selected to have them send me the shipping supplies i input my credit card info once i hit submit it said you should receive a box in 5 to 7 days i waited an additional 3 days since it was a weekend before i called back that rep said you should receive box on Wednesday that day came and went and came and went. i tried to call again and had trouble understanding the rep. i call today to see why they hadn't responded to my request and to see why they never mailed box and the rep had the worst attitude and tried to tell me i never completed my forms so when i asked him why they said my box was on way the first couple times i called he didn't have an answer then told me id have to repair the laptop myself when i asked for a supervisor he refused to put one on the phone i told him you guys made an error on your end more then once and your not making it right i shouldn't have to pay out of pocket i spent 400 on the unit used it maybe three times how is that fair i want a supervisor because your obviously not understanding me he said i refuse to transfer your call any further then my self. i asked again and again he refused i said you may have my case now i want to speak with your boss im quite sure you have a boss and or a supervisor he refused and would only give me his first name so i hung up and decided id report them to you. his first name is ****

Desired Settlement: i just want a laptop that has a good screen like they promised. right now it just sits on shelf collecting dust since i cant use it because of the screen issues

Business Response: A TAIS representative was in contact with our customer on 02/27/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 11/19/2013. Per the Standard Limited Warranty it states, “Toshiba America Information Systems, Inc. Toshiba warrants that the Toshiba branded product you purchased is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase. 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

they never mailed me the material i needed to mail them the faulty equipment ten months ago their miss communication with in their company and with me when i reached out isn't my fault iv been waiting for these item to mail them their things for repair and their only solution to me now is oh warranty expired in November my initial complaint was done march or April of 2013. since then ive had no laptop i paid 400 dollars for this p.c so i could do school work not for it to shit on desk as a paper weight i should not have to come out of pocket any more for this company because they screwed up and lost my order information. if they couldn't see that i ordered shipping materials from them then they shouldn't of said oh you will get it by Wednesday after the initial ten days they stated it would take for me to get things passed. im very appalled by this company ad will never recommend nor use any of thier products from here on out ill rid my home of any Toshiba items. ]

Regards,

****** ******



Business Response: A TAIS representative was in contact with our customer on 02/27/2014.  TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 11/19/2013. It would have been the customer’s responsibility to report any issues with the shipping in a timely manner, as the order was originally set up 04/08/13. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

****** ******



I called last april on a monday about the shipping the man whom i spoke with told me id get things on Wednesday then that friday i called and was disconnected each time i tried to call i tried website and submitted several surveys pertaining to my problem since website doesnt have a live chat or email feature. This poor customer service on there behalf has me amazed that they even have customers worst ever

Consumer Response: Better Business Bureau:

I would like to reject the offer of Arbitration for complaint ID *******.

 Regards,

****** ******

 
I give up on toshiba and dont wish to spend amymore money or time on them. Thank you for your assistance in this matter.

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

6/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I BY THE LAPTOP COMPUTER ON JULY 2013 NOVEMBER 2013 I HAVE THE FIRST PROBLEM I CALL THE MANUFACTURED AND WITH OUT CHARGING THEY FIX THE PROBLEM NO SHIPPING CHARGING THENON APRIL 5 I HAVE PROBLEM AGENT I CALL BEFORE THE WARRANTY EXPIRE I HAVE TO PAY THE SHIPPING TO FIX THE PROBLEM FOR EXCUSE THE WARRANTY NO COVER THIS CAN OF PROBLEM THE PHONE HOW I CALL IS ************** I BELIEVE THEY POUT PRODUCT IN THE MARKET WITH PROBLEM SO THEY MADE MONEY WITH THE SERVICES

Desired Settlement: REPLACEMENT OR REFUND

Business Response:

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. However, our customer declined the offer. TAIS has informed our customer that a repair at our repair facilities is the only available option at this time. If the customer decides to reconsider or has any questions or concern they may contact us at ************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

TOSHIBA CALL ME AN OFFER ME TO FIX THE PROBLEM I ASK FOR REPLACES BECAUSE IN 10 MOTHS THE  COMPUTER HAS 2 PROBLEMS AFTER  2 MONTHS THE WARRANTY  EXPIRED IF I HAVE A PROBLEM  WHAT I HAVE TO DO THROW $400.00 IN THE GARBAGE


Regards,

****** ******

Business Response:

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 and as per the standard limited warranty of the computer. However, our customer declined the offer. TAIS has informed our customer that a repair at our repair facilities is the only available option at this time. If the customer decides to reconsider or has any questions or concern they may contact us at ************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From: ****** ****** *****************
Date: Thu, May 1, 2014 at 9:52 PM
Subject: Re: You have a new message from the BBB
To: *********************** ***********************

I AM NOT SATISFACTION WITH TOSHIBA  DECISION MAKING .BUT LET TOSHIBA TO SENT ME A FREE BOX WITH PRE-PAID SHIPPING TO FIX THE LAPTOP.

Business Response:

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 and as per the standard limited warranty of the computer. Our customer leave a voice mail message last 05/02/2014 stating that he agreed to our offer and the same day process a free box with shipping label and send to him. If the customer has any questions or concern they may contact us at ************. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a new (Oct. 2013) Toshiba laptop that I have sent to this Toshiba repair center 3 times for the same repairs. Unit still not working right. Now Toshiba says I should sent it to a better repair center. Product_Or_Service: Toshiba laptop-1 year warranty.

Desired Settlement: DesiredSettlementID: No settlement requested - for Don't sent units to this repair depot ask to send unit to Ca.

Business Response: A TAIS representative was in contact with our customer on 02/26/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order with the engineers for diagnostics and repair in accordance to the warranty. The customer has received the box via Fed Ex tracking number ************ (Actual delivery: Thurs. 2/27/2014 5:05 pm) for sending the unit to the engineers.  For a refund or exchange, the customer would need to contact directly the reseller (Toshiba Direct) where the unit was originally purchased to determine if the unit is still within the return/exchange time frame. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** ******* *****

Business Response: A TAIS representative was in contact with our customer on 02/26/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order with the engineers for diagnostics and repair in accordance to the warranty. Currently TAIS is waiting for the delivery of the unit via Fed Ex tracking number (************) to our engineers,( Estimated Delivery: Tues.03/04/2014 by 4:30 P.M. ). For a refund or exchange, the customer would need to contact directly the reseller (Toshiba Direct) where the unit was originally purchased to determine if the unit is still within the return/exchange time frame. If the customer would like to contact Toshiba Direct they may call ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[As I don't have a usable laptop the matter is not settled. What I own is a $950.00 paperweight. They say the matter is resolved because the laptop is in for repair but this is the 4th time and it still does not work.
Regards,

****** ******* *****

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba External HDD (Part #*******-****) that was falsely sold as a USB 3.0 compatible HDD. I purchased a Toshiba External HDD (Part # PH2100U-1EWR) about 1 year ago. Since then, I have used this device on USB 2.0 ports exclusively, for the last year. However, recently, I obtained a USB 3.0 computer and recognize that the aforementioned drive does not work with USB 3.0. After much frustration, I bought a new Toshiba Canvio Connect HDD (which I now regret after the poor customer service I have experienced) that works flawlessly on USB 3.0. This ruled out port issues. Furthermore, upon comparison, both HDDs draws the same amount of voltages, eliminating the possibility that this could be a power supply issue. Regardless of that fact, I purchased a USB 3.0 Y cable to supply extra power to the drive and found the efforts futile. After the above troubleshooting, I went online and found similar customers with the same problem. Most notably, the following review page, outlines the problem perfectly: http://www.******.com/TOSHIBA-Automatic-Backup-Portable-Burgundy/dp/********** For technical details, please refer to this post: http://www.******.com/review/R1XK17MVRSM2GY/ref=cm_cr_dp_cmt?ie=UTF8&ASIN=B008SZWBR4&nodeID=541966&store=pc#wasThisHelpful Non-surprisingly, this appears to be a hardware issue with the USB 3.0 Controller. Even more surprisingly is that people have resorted to changing-at their own expense--the controller to remediate this issue. Anyhow, I contacted customer service at, ###-###-#### (reference #:******-******). It appears the only way to get this fixed is to have the HDD exchanged for a new one. The problem is that due to my line of work, I legally cannot give my HDD to anyone. Even with a deep level reformat, some files may be recoverable. I had suggested to Vin, the last person I talked with and an acclaimed supervisor, that I would be willing to send video proof of the destruction of the HDD, in exchange for a working unit. I was advice that this is not possible and that I was "shit out of luck" in my particular case. This is in spite of the fact that Toshiba was aware of this issue well before I purchased this product. In fact, I would encourage you to listen to my recording with Vin who actually did said that in my particular case, it did seem that I was shit out of luck. What bothers me is that Toshiba sold these drives, well after this problem was noted and sold them with the intent that customers like me would take a hit if their company would not allow warranty claims. Toshiba should very well know that these drives may be purchased for work and should have backup methods to honor a warranty claim, like other companies. More so, selling devices that are incompatible with USB 3.0, due to a well-documented USB 3.0 controller, is false advertising. I feel like I bought into a scam by paying extra for a USB 3.0 compatible HDD. Frankly, this is unacceptable support. All I request is 1 of the following solutions: 1. Offer a replacement in exchange of a video documenting the destruction of my drive. 2. Ship me a working and tested USB 3.0 Controller so I can repair the drive myself. 3. Offer monetary compensation of $20 USD, the average price difference--1 year ago--between a USB 2.0 drive and a USB 3.0 drive.

Desired Settlement: All I request is 1 of the following solutions: 1. Offer a replacement in exchange of a video documenting the destruction of my drive. 2. Ship me a working and tested USB 3.0 Controller so I can repair the drive myself. 3. Offer monetary compensation of $20 USD, the average price difference--1 year ago--between a USB 2.0 drive and a USB 3.0 drive.

Business Response: A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the process to receive a coupon code for a replacement product on www.toshibadirect.com.The customer has stated to Tech Support he would like to destroy the hard drive and still get a replacement but in accordance with the standard limited warranty, that will void the warranty and we need to receive the defective item in order to process the exchange.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *********

Business Response: A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience and has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they’ll need to follow the process to receive a coupon code for a replacement product on www.toshibadirect.com.The customer has stated to Tech Support he would like to destroy the hard drive and still get a replacement but in accordance with the standard limited warranty, that will void the warranty and we need to receive the defective item in order to process the exchange. TAIS does understand the position of the customer but for an exchange to happen , the customer would need to adhere to the exchange policy.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Reusing the same reply, with hopes that I will ago away will not work. I will contact the CEO if need be. I am not asking for anything unreasonable. Once again, I will not go away.

Regards,

****** *********

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

5/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my laptop new at best buy back in june of 2013. They tell me that it was already registered and the warranty expired back in 2012. I don't understand how something can expire a year before it was bought I thought it was a year after it was bought.

Desired Settlement: I know what the problem is with the laptop and can fix it easily myself. I just need the hard drive and restore disc for the computer. Or they can take it and fix it for me but, I would prefer to do it myself that way I know it is getting done right.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has advised our customer since he mentioned that he bought his computer last June 2013 he still have 1 month before it will expire and we can still send it to our depot for repair as long as he can provide a Proof of Purchase to our warranty department to register his computer. If our customer has any questions or concern they may contact us directly at 949-461-4321. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In the year of 2012, I purchased a Toshiba usb hard drive at walmart. Then, the hard drive having issues and I claimed a warranty replacement at Toshiba. Toshiba offered a coupon to purchase another hard drive at Toshiba website and I did order a hard drive on 12/17/2013. At that time, the estimated ship date was in January of 2014. As of now, I still haven't received my replacement hard drive and week after week, toshiba keeps pushing out the ship date. My order information is as follow:Order Number:*******Customer Number:*******Order Date:12/17/2013I called toshiba customer service and they didn't know when this drive will be available nor offering any replacement which is available either.

Desired Settlement: Another equivalent USB hard drive for replacement.

Business Response: Per Toshiba Direct:

The customer did place the order on 12/17 and the product was out of stock at that time they placed the order online.  The estimated shipping date, when the order was placed, was 1/10/14.  That date has been pushed back and is now listed as 3/14/14. Toshiba Direct is currently waiting for inventory to fill this order.  As soon as inventory arrives, they will fill the orders that are currently backlogged. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* ***

Business Response: Per Toshiba Direct
The product is not currently available and we have no direct replacements.  Our closest in-stock products would be:
 
   Toshiba 2TB Canvio® Desktop External Hard Drive (Black)
   2.0TB Toshiba Canvio Basics 3.0 Portable Hard Drive
 
If the customer would like to change to one of these products we can, but they are not the same as what is on the order nor are they considered to be a direct replacement.  If the customer wishes to make this change, they can contact Customer Service at ###-###-####. At this time we consider this matter closed. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* ***

Consumer Response: Better Business Bureau:

This matter has been resolved by Toshiba: complaint ID *******.

Thank you!

******* ***

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a "all-in-one" Toshiba desktop product that needed to have the LCD replaced. We researched the issue and discovered that Toshiba supplies a repair service. According to their site: *********************************************************************** * "Major Repair" which is described as "Replacement or repair of either the LCD or motherboard." costs $390. While we thought that $390 was a lot of money for a new monitor we accepted that cost and sent the unit in for repair. After some time Toshiba contacted us and said that the repair would be $690. We asked if there was any thing wrong other than a broken monitor. They said no, all that was needed was to replace the LCD. We did not accept that quote as their site clearly states $390. We debated the point at which point we were told that a "supervisor" would call back. Someone did contact us the next day and said that they could provide the repair for $580. While this was less it was still not close enough to the $390 that is clearly advertised on their site. We debated the point for sometime.Toshiba refuses to honor the advertised price. They are claiming that there was physical damage and that is why the cost is higher. We responded with the site clearly state "replacement of LCD". We asked if there was any further, unseen damage. They said no. We asked that they honor their advertised price.They refused.They are in the process of return the unit and charging us $131.We were not happy about the $390 but would have never considered sending the unit in if we had known that they were not going to honor the advertised price and that the cost would be nearly the cost of a new unit.We have no evidence of this but we have seen a similar situation where once someone goes through the trouble of sending in something the deal changes and rather than going through the process of sending it back and so on the consumer agrees to the "new deal". We have no evidence but this smells of "bait and switch"

Desired Settlement: We are asking that Toshiba honor their advertised price. We are asking that they "Replace our LCD" for "$390". That's all. We are not looking to get something for nothing. We are just asking that they honor the advertised price.

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 04/16/2014, 04/17/204 and 04/18/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at ************. At this time we consider this matter closed until we hear back from the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I don't know what TAIS is and don't have any knowledge of a TAIS calling me. If TAIS is Toshiba then if they called I never received a voicemail or a missed call indicator. I have had a couple of calls from BBB but have missed those. The two voice messages I received said, in both cases, they call back in one hour. Call never came that I was aware of. 

 
I will call the TAIS number

Regards,

******* *********

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS has Informed our customer that as per Toshiba Repair Services website, units which have liquid spills, and/or have physical damage are quoted using time and material calculations. TAIS has offered $100 Toshiba Direct credit as a gesture of goodwill. However, our customer has declined the offer. We will keep the offer available for 7 business days should our customer reconsider. If the customer has any questions or concern they may contact us at ************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The original issue is still un-addressed. Company is still engaged in an unfair "bait and switch" policy wherein they get the consumer to pay to send in their equipment only to find out later that the clearly posted price will not be honored. The Toshiba representative did admit that the site was misleading and advised that it be changed. However, Toshiba is unwilling to honor the advertised price nor refund the out of pockets expenses incurred to date. Representative also admitted that the "switch" price was exorbitantly high and that they would never, personally, pay the amount quoted. Furthermore, it appears as though the repair arm of Toshiba has no intent of ever honoring the price that is shown on the site it is purely a ploy to get consumers to send in ** hoping that the consumer will capitulate on the price once Toshiba has possession of hardware and initial fees. The core complaint remains; this is clearly an unfair business practice. 

Regards,

******* *********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a toshiba ****** during the pre black Friday sale this year and the experience has been a complete nightmare. The computer broke within a month of use. After an exhausting ordeal of shipping the computer to get it repaired and finally receiving it again , the computer broke a second time exactly the same way. I travel with my job and I may be traveling to several different cities within the time of a week. The process of sending the computer in for repair is a trial even without the possibility of missing the computer by a day in a different city. I can't believe I spent over $1200 on a computer that has spent more time in the repair shop and in transit to and from repairs than it ever has in actual use. I feel lied to and helpless in a horrible situation where I can't get my brand new laptop fixed. I fear even if I could send it in for repairs for a second time in less than two months of real use, that this poor quality product would break again. How many times should a computer need a repair? How soon should I have to send it in? What happens when the warranty runs out on my product that I paid top dollar for, only to have highly substandard performance the entire time of ownership? These are questions that I am pondering the answer too now, and guarantee that anyone who purchases toshiba will he asking themselves later. It's a shame that I am just the little guy consumer that is now plum out of luck because a major corporation make a horrible quality product and cares nothing to resolve the many issues created by their incompetence .

Desired Settlement: I just want my money back. Toshiba says they cannot do that. They won't even send me a replacement until the repair cost more that the replacement itself. This unit is obviously defunct and by the time I can truly focus on sending it in for repairs, my warranty will be over what then? I don't want to wait and find out.

Business Response: A TAIS representative was in contact with the customer on 03/14/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order for the customer so they can ship their unit into our Depot facility for diagnostics and repair of the unit in accordance to the warranty. Currently TAIS is waiting for the customer to finish the survey in the email, select the shipping and send the unit into our depot facility. For a refund of the purchase price of the product, the customer would need to contact the reseller where the unit was purchased to determine if the product is still within the return policy time frame. At this time we consider this matter closed. 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 spoken with many different representatives over the phone and the response is that each case is handled on a case by case basis. To me, that would suggest that someone could look at this case and see that the ****** in question is a faulty unit based on a problem occurring, a repair to fix said problem, and then a reoccurrence of the exact same problem to a T. I just find it ridiculous that I have received such poor service with such lack luster attitude from everyone at Toshiba considering a purchase of their flagship computer line. I wanted to love this computer, and instead have had nothing but grief over a poor decision to make a purchase with this company. Had I known of the serious lack of quality found in the product and those supporting it, I would have purchased any other computer than Toshiba's. All I need is one person from Toshiba to acknowledge that this problem should never have happened and then take the necessary efforts to resolve my problem. I don't need another cookie cutter customer service agent telling me to send the unit in for a repair, I just purchased it for crying out loud, it should not have to be sent in for anything at all. I need someone to step up and take the bulls by the horns and resolve this issue for a very dissatisfied customer. How has it gotten to this, that this major corporation is just going to ignore the needs and desires of their consumers and such a flagrant and uncaring manner.

Regards,

**** **********

Business Response: A TAIS representative was in contact with the customer on 03/14/2014. TAIS has apologized for any inconvenience. TAIS has set up a service work order for the customer so they can ship their unit into our Depot facility for diagnostics and repair of the unit in accordance to the warranty. TAIS thanks the customer for finishing the survey and is currently waiting for the unit to arrive at our repair facility for diagnostics and repair. For  a refund of the purchase price of the product, the customer would need to contact the reseller where the unit was purchased to determine if the product is still within the return policy time frame. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

**** **********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchase a Toshiba satellite lap top *******. I couldn't download back upfiles for recovery cd...I ran in issue of my lap that need to be restore.I called Toshiba but they refuse to help me said I have to pay for the resource cd..I think that since I couldn't get the back up resource cd made because the lap top keep saying errors ask to keep adding a new cd to try... I think they should offer me free charge .as a one time courtesy. since I couldn't make a recovery cd.. plus they keep saying it hard drive bad I had my hard drive check it good.

Desired Settlement: I would like to just get a resource recovery cd

Business Response: A TAIS representative was in contact with our customer on 02/20/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 11/22/2012. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. If the customer is in need of a Recovery media, that may be purchased at ***********************. The fulfillment of the order for the disc would be $29.95 and the USB would be $39.95. If the recovery media was not able to be created when the unit set up was completed, TAIS would have needed to be notified within the first thirty days of ownership. At this time we consider this matter closed.

Consumer Response: ************** Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I feel part of this info is not accurate... it said u have one year  warranty they put 11/13 as ending.. I purchased it sometime in jan 2012 so that would make it 1/13 not 11/13 so that wrong info. I was not aware of a time frame if i was not able to do a backup resource cd... most  computers come with resources cds... this is the first time I never seen one without a computer... most computer  company like ****  will  be gladly  to send them  free of charge  I had them send me one my cd broke..   especially if the computer less then 3 yrs old... I could see if this is old computer that one thing.. you pay 600.00 for a lap top no cd's  they should come with it 4 the price you pay. if I was aware that I had xxxxx amount of days to call about it.I would of called.. you need to have that more in  details in your  warranty for people to see it... serious I think out of a customer service ... that has bought you product you should try to help resolve  some type of courtesy  for them as a one time thing...

Regards,

****** *******

Business Response: A TAIS representative was in contact with our customer on 02/20/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 11/22/2012. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. If the customer is in need of a Recovery media, that may be purchased at ************************ The fulfillment of the order for the disc would be $29.95 and the USB would be $39.95. If the recovery media was not able to be created when the unit set up was completed, TAIS would have needed to be notified within the first thirty days of ownership.  The recovery media is located in a partition of the hard drive and the customer is notified at the time of setup to make the disc. As far as the warranty, being as the unit is showing not registered, TAIS has to go by what is shown for the warranty expiration.  The customer would be able to contact warranty and registration at ************** to register the unit. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I  REALLY DONT UNDERSTAND WHY TOSHIBA FIGHTING OVER THIS . THEY KEEP POSTING ABOUT WARRANTY. I NOT TALKING ABOUT PARTS  ONLY ABOUT SOME RESOURCE CDS THAT SHOULD OF CAME ALONG WITH THE COMPUTER LIKE MOST COMPUTERS... 2 OF ALL I WAS NOT AWARE OF IT BEING ON HARD DRIVE. ONLY... WHEN U STEP UP MY COMPUTER.. . AGAIN IF WAS AWARE OF THE TIME FRAME ON XXX DAYS TO CALL AND ASK ABOUT CDS... ON THE MATTER OF REGISTATION.. NO I NEVER DID.. NOT EVERYONE REG. STUFF. WHEN I FIRST CALLED I THO THEY DID IT THEN WHEN THEY HAD THE SERIES NO AND ECT.. SO EXCUSE ME.  I NOT ASKING FOR A LOT.. BUT WHEN U PAY LOT OF MONEY FOR A COMPUTER U SHOULD GET CDS WITH THEM PLUS  U TECH SUPPORT ALL TRY TO SELL ME A HARD DRIVE I DIDN'T EVEN NEED..!!!!!!!! I HAVE PROOF THAT  MY HARD DRIVE IS GOOD....... THIS IS VERY SAD.. THAT U CANT OFFER A BETTER SOLUTION... THEN THIS. I COULD EVEN CONSIDER MAYBE PAYING HALF... THIS IS REALLY  UNPROFESSIONAL.... U HAVE TECH SUPPORT TELLING ME I NEED  TO BUY A PART. ALL IT WAS A OS CRASHED NEED TO BE REINSTALLED...I BEEN REALLY  MAD IF I WOULD OF BOUGHT THE PART AND FOUND OUT. U SHOULD TRAIN U TECHS BETTER.. WHAT IS THE BIG DEAL ON THE CDS? I NOT ASKING FOR FREE PARTS OR ANYTHING OUT OF WARRANTY... JUST CDS.....  IF NO RESOLVED.. I WILL NEVER BUY A PRODUCT'S FROM YOU AGAIN... I JUST NEVER SEEN HOW A COMPANY TREAT A CONSUMER OVER A MINOR ISSUE. NOT TRY TO HELP  A CUSTOMER...... SO THEY BE A RETURN CUSTOMER....

Regards,

****** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased toshiba laptop on Nov 29, 2013 for app 350 from **** ***. Product key is defective/sticking. Company refusing to pay for shipping to fix. Laptop is defective. It is covered under warranty, however, they fail to provide a local company to fix it. They request that I pay to ship it to them (roughly 25.00). Company should have local company do repairs (**** ***, etc). I want either a full refund or they pay all costs to repair defective laptop (including shipping the item since it was never disclosed to me that it couldn't be fixed locally at the place I purchased it). Spoke to *** on 2/16/14 provided case number *************. *** was very pleasant and recommended to speak to a case manager as I was upset regarding having to pay shipping to get it repaired. On 2/18/14 spoke to Katie (case manager), she was rude and said that they don't pay for any shipping costs that I would have to do that and there was nothing she could do for me). Case manager was useless and needs customer service training. Will never buy toshiba products again if this does not get resolved.

Desired Settlement: Either full refund of the laptop, or you pay all costs involved with repairing the item (which includes shipping.

Business Response: A TAIS representative was in contact with our customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer
that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has assisted the customer
by setting up the work order. Currently we are waiting for the customer to finish the survey and ship the unit to our repair facility. For a refund the
customer would need to contact directly the reseller where the product was purchased to determine if the product is still within the return policy time frame. At
this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I paid 350 dollars for a laptop that is defective before the 3 month time period was up of the warranty coverage.  I should not have to pay any fees associated with getting this repaired as the company could set up repair at **** ***, where I bought the laptop vs. costing the consumer more money (for shipping) for a warranty repair.  Extremely poor customer service case managers and will never buy a Toshiba product again.  Their loss due to not standing by their defective product. Please keep on file as an unresolved complaint.

Regards,

***** *****

Business Response: A TAIS representative was in contact with our customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has assisted the customer by setting up the work order. If the customer would like to go to an ASP, that would be their choice. According to their warranty however, sending the unit to our depot facility would be the choice for the repair to be covered under the warranty (meaning the repair cost would be covered barring no physical damage).  Currently we are waiting for the customer to finish the survey and ship the unit to our repair facility. For a refund the customer would need to directly contact the reseller where the product was purchased to determine if the product is still within the return policy time frame. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Again I bought a laptop (which the button below the mouse pad clearly was defective) as it malfunctioned 2 months after purchase.  **** *** return policy has already expired.  They say they can fix the button if the manufacturer allows them to fix it, which means they need to pay for **** *** to fix it, which is the best solution for the customer since at this point, I would incur a 25.00 shipping expense.  It is clear Toshiba is not going ot to the right thing and allow me to get it fixed locally.  Bad business practice.  Please keep the complaint on file with No Resolution since they refuse to pay for the shipping and they refuse to allow **** *** to fix the defective part]

Regards,

***** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid $69.95 to toshiba service dept to fix my laptop, which did not have sound (** ****** *********) [Incident: *************) After about 10 hours on hold during 6 phone calls and numerous emails i finally gave up. their customer service is terrible. they did little to remedy my problem and they structure their service in a way that makes themselves unavailable to the consumer! after i paid my $ there were long wait times on hold, and people telling me they would call back and never did. i cannot believe what they are doing is legal. toshiba should be ashamed of themselves. i will never purchase another toshiba product and i will be spreading the word on their terrible customer service. Here is an email i sent them after i could not get through and was on hold for 2 hours: Yesterday I purchased your technical support for $69.95. After several hours on the telephone with your technician ***, nothing was accomplished on my computer, He deleted some programs but the initial problem of no sound was never resolved. Twice on 12/20 he said he was going to call me back and he did not. I called back on 12/20 and talked to another technician that said ***'s notes said I needed to do a recovery and remove everything off my computer. He told me *** would call me today 12/21 at 1pm. I stayed up late last night to remove everything from my computer. *** never called me today on 12/21. Anything you can do to help is appreciated.

Desired Settlement: I would like a refund of $69.99 or at the least send me a new recovery and applications disk for my computer so i can clean everything off my computer and start over.

Business Response: A TAIS representative was in contact with our customer on 12/23/2013. TAIS has informed the customer that there is no guarantee that the charge for technical support would resolve the issue. The customer has stated the files have been backed up through his email. Recovery assistance was offered to the customer by tech support with the customer declining and insisting on a refund.  The charge for the tech support is a non-refundable charge as technical support was provided. When the unit was first set up, the option for creating a recovery disc was given. If the option for creating a recovery disc was by passed, the customer will be able to go to www.acclaim.toshiba.com and purchase one. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* ******

Business Response: A TAIS representative was in contact with our customer on 12/23/2013. TAIS has informed the customer that there is no guarantee that the charge for technical support would resolve the issue. The customer has stated the files have been backed up through his email. Recovery assistance was offered to the customer by tech support with the customer declining and insisting on a refund. The customer is still able to contact tech support and receive recovery assistance that would alleviate his having to purchase the recovery media. The charge for the tech support is a non-refundable charge as technical support was provided. When the unit was first set up, the option for creating a recovery disc was given. If the option for creating a recovery disc was by passed, the customer will be able to go to *********************** and purchase one or contact tech support for the Recovery assistance.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

More rhetoric from Toshiba? Yes the representative told me there were no guarantees for the service, my issue is they hardly provided any service.  I declined recovery assistance because I could not get a hold of a representative and THE REP NEVER RETURNED MY CALL!  So when it came down to it....no return calls, extremely long hold times, being disconnected, etc.  I just had to give up and ask for a refund.  Then the time period expired.  How convenient is that?  More sneakiness on the part of Toshiba.  Lets see, they get people to pay for customer service and put a time frame on that, then they make themselves unavailable or make it very inconvenient for the customer to follow up, then time runs out.  What a scam!  Why do the reps tell you they will return your call, like this *** did, and never call back?  That is crappy customer service.  They can simply look at their phone records and multiple emails to see how often I called and tried to contact them, how long I was on hold, and how often I just gave up and hung up.  Of course Toshiba won't admit that their customer service sucks because they would have to admit wrong doing and have to pay me a mere $70, which would really make a difference in their overall earnings. 

Yes at this time the matter is closed.  Please take note of this BBB, someday someone will investigate this legality of this practice.


Regards,

******* ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Toshiba Laptop 12/2013Developed hardware problems with static from right speaker despite no damage or changes to the computer.Toshiba agrees that this is a problem covered under warranty but charges $25 to ship computer to repair the defects in their workmanship

Desired Settlement: Either waive shipping fees for repair or replace product at no cost

Business Response: A TAIS representative has been in contact with our customer on 02/19/2014. TAIS has informed the customer that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. TAIS has set up a work order for the customer and we’re currently waiting for the customer to finish the survey, pick the shipping option and ship the unit to our repair facility. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

By charging the customer $24.99 to ship the laptop to Toshiba to repair a manufacturers defect; Toshiba is effectively forcing the customer to pay more to have a fully functioning product. Toshiba provides no other method to remedy their faults in manufacturing without incurring a cost on the consumer.

In effect I paid full price for a defective product. I am now being incurred an additional $24.99 to have my product operate as advertised.

Regards,

******* ********



Business Response: A TAIS representative has been in contact with our customer on 02/19/2014. TAIS has informed the customer that shipping and handling is their responsibility per the Standard Limited Warranty in order to receive warranty repairs. Per the warranty;
“How to Obtain Repair for a Product Purchased in the United States?
You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product to the service center or provider. You are responsible for appropriately packaging the Product.”
TAIS has set up a work order for the customer and we’re currently waiting for the customer to finish the survey, pick the shipping option ($24.95 to receive a depot box or customer self-pack/ship), then ship the unit to our repair facility. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 BBB 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,

******* ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba laptop in January of 2014. In March, the hard drive crashed. I contact Toshiba customer support. They walked me through troubleshooting which did not solve the problem. So I shipped it to their repair center and packed the box with the laptop fully assembled and the adapter (power cord) which came with it. They repaired and returned it to me - without the adapter. After numerous phone calls to them, they responded by telling me that I did NOT send the adapter to the repair center. They keep insisting that they have a "picture" of what was returned. Considering this is an outsourced service dept in the ***********, obviously these customer service reps are not earning a minimum US wage. Therefore, their level of concern is extremely limited. All they really care about is keeping their jobs so they are LYING about the adapter. I contacted the Corporate Office and they are trying to tell me the same thing. The warranty specifically states that using a compatible adapter or one not specifically made for the laptop will void the warranty. Well I have not been able to use the laptop now for over three weeks. Although I do have it, I cannot power it up. Toshiba is completely out of line with this. I want either a FULL REFUND ($314) or I want the adapter replaced at their cost (approximately $50)

Desired Settlement: I want the Toshiba adapter specifically designed for the laptop that I PURCHASED replaced by Toshiba or they can send me a gift certificate for $50 + tax so I can purchase another one. If they refuse, I want a full refund.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate her case over to our Order Desk Department to send her new ac-adapter specifically designed for her computer, our customer agreed. If the customer has any questions or concern they may contact us at ************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would accept this - however, as of today, May 15th I HAVE STILL NOT RECEIVED THE ADAPTOR FROM TOSHIBA. THIS MATTER IS NOT CLOSED!!!!]

Regards,

****** ********

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate her case over to our Order Desk Department to send her new ac-adapter specifically designed for her computer, our customer agreed. TAIS have processed sending the new ac-adapter to our customer. If the customer has any questions or concern they may contact us at ************. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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.  I have received the replacement adapter. Thank you!!

Regards,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba Satellite *********** computer on Jan 18, 2010. This item was recalled on Aug 24, 2010. I have sent this item back to Toshiba for repair of the recall 5 times and the item is still not fixed. In the process of repair the laptop had been damaged and the power cord not returned. I have brought these issues to the attention of Toshiba and have received the run around. My computer is not 100% non functional, Toshiba has had it in their repair shop for the most part of my ownership and now the company will not repair the recall nor the damages made to the item. I have been placed on hold for hours at a time and when I have spoken to a representative they are often rude and have disconnected the line. I feel I have been cheated out of the money used to purchase this item and now have no where to turn. I am a college student and in need of a computer to complete my assignments. Toshiba had promised to replace the laptop if it could not be repaired and instead just returned the damaged/unusable laptop. I had expected better customer service especially when dealing with a recalled item. Toshiba Satellite *********** Part No. ************* Serial No. *********

Desired Settlement: Due to the several attempts to repair the recall on the laptop and the damage sustained in the process I would like Toshiba to replace the item like they had promised to do so in the past. I am not looking for anything more than what I had paid for originally which was a decent, non-recalled and usable laptop computer. If that is no longer an option than a refund for the recalled computer would be acceptable.

Business Response: A TAIS representative was in contact with the customer on 01/09/2014. TAIS has apologized for any inconvenience and informed the customer all repairs have a 30 day guarantee from the date of completion .This period has elapsed being as the last repair was 11/18/2013. 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is a recall repair that has not fixed the issue with the computer. There is no expiration for the recall and it continues to be an ongoing issue according to your companies technical bulletins. The laptop had also been damaged in the process of repair. I was never notified or aware of any 30 day period for anything. The company has had my laptop more than I have duringy period of ownership. They have also made promises to replace the product and are now just trying to back out. This is poor business ethics. I thought Toshiba was a more reputable company than they are proving to be. 

Regards,

******* ******

Business Response: A TAIS representative was in contact with the customer on 01/09/2014. TAIS has apologized for any inconvenience and informed the customer all repairs have a 30 day guarantee from the date of completion .This period has elapsed being as the last repair was 11/18/2013. The customer has been out of warranty since 01/18/2011. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. Also, the recall for this unit has expired. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba is attempting to dispute this case as a warranty claim which is not the issue. This is a recall claim. The item is still not free and clear of any defects from the manufacturer. If they are claiming this to be a warranty issue than why did they continue to try to fix the problem up until recently outside of the so called warranty period? They have simply come to the realization that the item in dispute cannot be cleared of this defect with the recalled parts and don't want to make right on the situation. Every time I call they send me to some "****" recall center that is supposedly still attempting to create a fix for this ongoing situation. If they have a whole center directly dealing with my issue than how is it a simple warranty claim? Toshiba simply does not want to own up to making a faulty piece of equipment and make it right by replacing it or refunding the amount paid. That is all I am asking for.

Regards,

******* ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered this laptop 6/2013 as my college graduation present to myself. Three months later, it crashed and would not boot. I brought it to an authorized service provider for repair, but they did not receive any help from Toshiba in trying to repair the computer after a week of being there. I then sent it to Toshiba's repair place in **********. I did not receive my computer until A MONTH later. I then found out they reset the computer to factory defaults losing components of the computer I purchased (such as the activation of microsoft products and security features). Two weeks later, the computer crashed AGAIN. This time, before sending it in, I filed a complaint with them, then received a call from them about trying to expedite the process. I received the computer back and received another call. They said that I should not send my computer in again if something were to happen. The computer has come up with the same problem that I sent the computer in with before ("No bootable device- please restart system"). I tried calling in like they told me, now I am getting the run-around. A person I was in contact with is Ms. *******, or something around that.

Desired Settlement: I would like an upgraded computer from the already expensive one ($2,600) I purchased or my money back.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience. TAIS has advised our customer that we will go ahead and escalate his case over to our Order Desk Department for review of other options and evaluation, our customer agreed. This case was already forwarded to our Order Desk, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new Toshiba ********* laptop computer via Amazon on 12/02/2013. The laptop was defective (Intermittent keyboard malfunction). I have contacted tech support and/or customer service on at least 9 occasions & returned the laptop for repair 3 times. The laptop still has the same problem (Intermittent keyboard malfunction). The laptop is currently at a Toshiba repair facility for the fourth time; only because, after extensive argument on my part, that is absolutely the only option the Customer Service Representative would allow.The Service/Case Reference Numbers************ (Return for repair)*********** (Return for repair*********** (Return for repair)1***********************************************************************************************************************Under "Consumer Electronics Warranty Lemon Law", I should be eligible for a refund or replacement.

Desired Settlement: Toshiba should refund my purchase price of $548.68 and retain the defective *********.

Business Response:

A TAIS representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate his case over to our Order Desk Department for review of other options and evaluation, our customer agreed, at this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 had several discussions with someone named ****.
I have insisted that Toshiba give me a refund but they refuse.
I offered to accept a new laptop (different model of equal retail value) but they refused.
I have been offered a so called "buybacK" of the ********* for some low, but unspecified amount; I refused.
I have been called by someone named ******** on two occasions on Friday 04/11/14 but missed the calls and was repeatedly unable to complete a call to the number*************) that appeared on my phone. Her last call included a message that she would call back in two business days.
I have not been contacted by anyone since that day(Friday 04/11/14).
I have attempted to call ******** several times since Friday 04/11/14 at ************--Verizon message states: "Number changed, disconnected, or no longer in service".
I have not agreed to anything!

Regards,

******* ***********

Business Response:

A TAIS representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate his case over to our Order Desk Department for review of other options and evaluation, our customer agreed. This case was already forwarded to our Order Desk, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

This case is resolved pending receipt of 1 NIB, factory sealed, Toshiba *********** (part Number ***************

Please advise if you still need copy of original receipt.

Regards,

******* ***********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about 12/18/13 I ordered from Toshiba Direct (***************) a ********* *** laptop computer. I received shipping confirmation on or about 12/26/13. Computer was received on 1/6/14 (19 days after order) with a defective keyboard.After significant time and effort on my part I was able to ship the computer to a US repair facility on or about 1/24/14. Repaired computer was received back by me on 2/6/14. I was traveling until 2/12/14 and the computer was put back into service on 2/13/14. Shortly thereafter the LED screen started showing signs of problems which gradually worsened to the point the computer cannot be operated as intended (not fit for use).I spoke with Toshiba and am in the process of sending the unit back to a repair facility once again. During the course of conversation with multiple Toshiba representatives in different divisions (2+ hour phone call) I was quoted two different dates of warranty expiration and both of those were before I took possession of the unit.In the 71 days since purchase the computer has been in custody of Toshiba 45% of that time and has not been fit-for-use or operational as advertised any of the time, Following this service Toshiba would have had possession of this computer 52% of the time since purchase.I asked to extend my warranty (12 month std) by an additional 90 days (to expire March 31, 2015). After being assured I could and transferred to the warranty department, they refused to even discuss the request with me.Part of the issue is Toshiba is apparently highly compartmentalized and they use this to give the customer unnecessary runaround, For example Toshiba Direct (sales) makes you contact Technical Support which in turn will direct questions back to Sales who in turn passes you to Warranty & Registration with each department denying any responsibility to fix the issue and blaming another Toshiba division. This has proven effective in non-resolution of product issues.

Desired Settlement: My more than fair & equitable request is for Toshiba to restore my computer to "new" condition and extend my standard warranty by 90 days (expiration March 31, 2015).Alternatively I will return this issue-prone unit for a new laptop having all features of this one with full factory warranty that begins upon my receipt.A third and final option would be return of the computer for a full and complete refund

Business Response: A TAIS representative was in contact with the customer on 02/27/2014. TAIS has apologized for any inconvenience and has provided to the customer a rework for the unit in accordance with the warranty. The customer has received the courtesy box via Fed Ex tracking number  ************* Currently we are waiting for the customer to send in the unit to our depot for the rework. For a complete refund the customer would need to contact Toshiba Direct (the reseller) to determine if the unit is within the return policy time frame. The warranty is showing an expiration of 12/26/2014, which is one year after the unit, had been shipped to the customer. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While respondent answer is mostly accurate it is incomplete and does not address my complaint. I purchased this laptop with a one year warranty and it has had multiple defects which rendered it unusable as advertised since receipt. Warranty begins upon my receipt of laptop and Toshiba has proposed now three different warranty expiration dates. In fact I know exactly where this latest date came from which will further demonstrate the apparent unethical business culture in which this company operates. Since the computer has been defective since day one I agreed to send it back again for repair if the warranty is extended 90 days rather than send it back for refund (of which was inside the allowed window at time of request). Toshiba Customer Service verbally agreed but required me to call their Warranty & Registration Center.  The male that eventually answered that number would not allow me to speak to a representative without first providing proof of product registration. I registered online and since the computer does not work I could not retrieve this information. He then asked me when I purchased the computer and I told him late December but did not receive the unit until mid-January. He said he needed and exact date and I told him I did not know. When he persisted I restated I did not know but if it would get me to a warranty agent to just put the day after Christmas. The warranty agent was rude, refused to discuss the matter much less honor the Customer Service agreement to extend the warranty.

 
If my experience is typical, Toshiba may have  a scam going that is not only highly unethical but illegal. They advertise a functioning (custom built) unit with a full one year warranty laptop. They ship defective units using substandard parts they know have a high failure rate and arbitrarily set a warranty date that negates 20% or more of the covered period. By the time a customer sends it back for repairs 2-3 times it's still non functional and the warranty will be expired. Even the Toshiba Customer Service agent agreed with me and said there is a distinct pattern of customers sending new units back for repair only to receive them back with another defect that was unrelated initial repair stating!
 
The Laptop will be headed to the Toshiba repair facility tomorrow as agreed upon. All I am asking is a 90-day warranty extension which was also in the bargain. If Toshiba can restore the unit to "as new" condition using quality parts there will be no issues, no more returns and no additional expense to either party. All I want is the reassurance that this is not a shell game to keep the computer in transit to repair until the false/arbitrary warranty expires. The fact that Toshiba would oppose this more than fair compromise reaffirms my suspicions that this repair game is part of their business to defraud customers.
 
Regards,

******* ******* 

Business Response: A TAIS representative was in contact with the customer on 02/27/2014. TAIS has apologized for any inconvenience and has provided to the customer a rework for the unit in accordance with the warranty. The customer has received the courtesy box via Fed Ex tracking number ************* Currently the unit has been assigned to a technician and is in repairs.  For a complete refund the customer would need to contact Toshiba Direct (the reseller) to determine if the unit is within the return policy time frame. Any extended warranty would need to be purchased by contacting the warranty dept at **************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba keeps repeating the same thing and have thus far failed to address the complaint. This pointless gibberish illustrates the problems encountered when trying to have good faith discussion with this company.

 
To reiterate once again with hopes of getting at least a straightforward and honest response from Toshiba:
 
* The laptop is in the possession of Toshiba Repair Facility in ********** ** as this is written. It was sent back via a complimentary shipping box and none of the has even been in dispute!
 
FACTS CENTRAL TO DISPUTE:
 
1 - Toshiba advertised and claimed the computer was fit for normal use and a one (1) year warranty was included in the purchase price
2-  Laptop is not, nor even been fit for normal use
3 - Toshiba has quoted three different dates for the warranty period and none are accurate. Toshiba now contends that there is only 78% if the warranty remaining yet has yet to be delivered to me in 100% functioning condition. 
4 - Laptop has been in the possession of (or in transit to Toshiba) for an unbelievable 53% of the time since my payment was tendered, all the while Toshiba claims the warranty clock is ticking.
5- I have talked with Toshiba Direct and refund request was submitted within the published, allowable window of opportunity. However a verbal agreement was reached where I would send the unit back for repair (in lieu of refund) and Toshiba would extend my warranty an additional ninety (90) days (expiration on or about March 31, 2015. It was in the subsequent, forwarded call to Toshiba's Warranty & Registration Department where this agreement was breached by Toshiba.
 
THE ON-POINT DISPUTE
 
Toshiba refuses to honor the 90-day warranty extension and thus far has failed to even address this central point and rather insists on regurgitating the same off-point response.
 
 CONCLUSIVE EVIDENCE THAT TOSHIBA REFUSES TO OPERATE IN GOOD FAITH 
 
If Toshiba is capable of repairing or restoring this laptop to advertised condition that is 100% functional and fit for use, the company incurs absolutely no risk or financial loss by standing behind their products as advertised. The ONLY plausible reason that they refuse to honor this is they intend to defraud on two counts:
 
1 - To breach the agreement to extend the warranty in order to let the allowable time for refund request to elapse
2 - To falsely shorten the advertised warranty then exhaust the remaining time period by continually having the product sent back for repair and holding it as long as possible
 
I have bought countless computers from all of Toshiba's major US competitors including ******* **** * **.  None have ever delivered to me a product that was defective right out of the box. And while I have experienced problems with all three of these brands they were repaired to 100% satisfaction on the first attempt and in an expeditious manner. Never have I encountered the combination of an inferior product and lack of customer service as I have with Toshiba.
 
Toshiba can consider this matter closed all they want, I do not. I work far too hard for my money to be defrauded and will exhaust all legal avenues to not only make me whole but to prevent other American consumers from being victimized. Toshiba can take the most sensible and ethical road and repair my laptop and extend my warranty by 90-days or they can pay salaries and legal fees.

Regards,

******* *******

Consumer Response:

Better Business Bureau:

The laptop officially passed away on April 20, 2014 from Motherboard failure. I received a replacement from Toshiba Direct just yesterday. I too consider the complaint ID *******, closed for that reason only. 

Many thanks to BBB of Orange County for their efforts and service.

Regards,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern re: Service Case *********** In early December of last year, I purchased a new model Satellite ***********. In January I began to have issues with the unit. The screen started to roll, and thinking I had a virus, I ran the appropriate programs to no avail. It continued getting increasing worse until the unit was unusable, and started rolling upon start up, instead of just in Windows. After several phone calls to customer support, and speaking with two different departments, the ascertained that it was probably an issue with the processor. This conclusion was made after plugging in an external monitor, and the problem persisted. Since the unit was under warranty, I was instructed to purchase a mailer and send the laptop in for repairs. I tried several times to contact a technician regarding the status via the number given to me in the email sent regarding the repairs to no avail. This number went straight to a voice mail line, and after leaving several messages, I still did not receive a response. I then received an email for a bill totaling $260.00 for labor and a new LCD monitor. After contacting corporate to inquire how this resolution came about, I was instructed to call customer care. I spoke with a ****** V, who in addition to being very rude was extremely unhelpful. She explained that the technicians logged damage to the LCD as to the reason for the charge, since this was not covered under warranty. I tried several times to explain to her this was impossible, the unit was brand new, undamaged, and went through the trouble shooting process with her. The only thing she would say is that the technicians were highly trained and if that was the log, then that must be the case. I tried again to no avail to reach the technician department, and once again was rerouted to customer support. The gentleman refused to send me to a manager, and after reviewing the notes stated they are not in the business of performing free repairs. After receiving the unit back, I decided to try and trouble-shoot it further. As soon as I powered it on, there was indeed damage to the screen. This was not the case before I sent it - the only problem was the rolling screen. There would have been no way for me to follow the steps asked of me over the phone if the screen had been in this condition before I sent it to your technicians. I spent the money for special packaging through Toshiba to ensure that it arrived undamaged, yet I received it back worse off than it was. I have been a customer of Toshiba for many, many years and have always been extremely happy with the products and customer support, so Im sure you can understand my frustration. Please advise me of further steps I can take to resolve this unfortunate issue.A long time customer, ******** ****

Desired Settlement: The product was under full warranty for my initial repair order. Obviously the damage to the LCD screen was caused in transit or by an employee. I simply want Toshiba to make good on their end by repairing or replacing the unit that I was only able to use for a couple of months. I already paid their shipping to return the item, and I do not feel I should have to do so again. I think this would be very fair as well as an act of good faith on backing their companies usually good name.

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following 04/23/2014, 04/24/2014 and 04/25/2014 however, our customer has not returned any of correspondence requests. Our customer can contact us directly at ************. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a laptop for my birthday 3 year ago and it crashed I sent it back to Toshiba and they put a new harddrive in still crash i bought one same story They did not refund me a new computer they just simply put a new hard drive in the computer when clearly something else was wrong. I spent my money to try and fix the issue and it did not work.

Desired Settlement: i am seeking a replace me i just want a laptop that will run for school work.

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following 03/31/2014, 04/01/2014, 04/02/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by either e-mail or phone at BBB.************************ or ************ begin_of_the_*****_highlighting end_of_the_*****_highlighting. At this time we consider this matter closed until we hear back from the customer

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

I have tried to contact them back by telephone and no one had picked up I have gotten calls and I have returned these calls with to answer.

Regards,

****** *********

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following 03/31/2014, 04/01/2014, 04/02/2014 and 04/25/2014 however, our customer has not returned any of correspondence requests and we didn't receive any call or voice mail. Our customer can contact us directly at ************. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My letter I send to Toshiba To whom it may concern,Back in May of 2013, I purchased a Toshiba Lap Top (Model # **** ****** *** * ********** for my wife. She is very satisfied with its performance and liability. So in August 2013 I bought a Toshiba Lap Top ( Model #********** *** * *********) for myself from *******. I've had nothing but problems since I purchased this Lap Top. It has been back to ******* many times for many reasons, Screen frozen, Mouse disappeared, would not power off, had to remove battery to power down and many other issues. I purchased a warranty from ******* called ***** ** **** for 199.00. Back in December of 2013, the hard drive failed and the Lap Top had to be sent to your Repair shop for a new drive. Yesterday (2/10/2013) 2 months later the hard drive froze again. The Laptop is on its way back to your repair facility Reservation ID ***********. Needless to say, you can understand how disappointed I am. I thought I purchased a product that would perform with ease and it has been a lemon since I purchased it 6 months ago. I have spent numerous dollars on shipping (twice) and purchasing POM warranty from *******.My wife and I have a small business and we depend on our Lap Tops performance. The performance on my Lap Top is unacceptable.I should be reimbursed for the money I've spent because of your products performance or replace my Lap Top with a new one.Your response in this matter would be appreciated either by E Mail or a phone call.Thank You**** *****There response was they would not pay for shipping

Desired Settlement: I would like to be refund for the shipping cost due to there product failure.... I spend 33.00 both times shipping the laptop to their repair facility

Business Response: A TAIS representative was in contact with the customer on 03/06/2014. TAIS has apologized for any inconvenience. TAIS has informed the customer the shipping and handling is their responsibility in accordance to the Standard Limited Warranty in order to receive warranty repairs.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

?Please see attachment regarding this claim.

Regards,

**** *****


Business Response:

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 informed our customer about the shipping and handling fee in accordance to the Standard Limited Warranty in order to receive warranty repair and for the inconvenience, TAIS will be refunding the $24.95 for the second shipping fee that our customer paid for.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop on October 13,2013. The purchase was mad at the Best Buy #221 location, located in Tulsa Oklahoma. A short time ago my laptop battery stopped accepting a charge. The laptop will only work if it is plugged into the wall. There are possible system issues involved as I informed the first out of three Toshiba technical representatives that I spoke with regarding the issue. The reason for this speculation is that the battery displays 31 percent charge, yet the product has to be plugged in to work, it will not even power on, unless it is plugged into the wall by the adapter. I have spoken with at least three representatives. The representatives advised me that the company would do a battery replacement first and work from there. I agreed, however a debit or credit card was needed to put a hold on the charges in regard to the new battery. If I returned the old battery no charges will occur. I agreed to do this and provided a debit card to process the order, please not this is the same debit card used to originally purchase the laptop. Their system continue to error and would not accept the card. I provided a second debit card with another institution and received the same results. The company system will not process the request, and the company is unwilling to refer me to a Toshiba store or make other arrangements to honor their warranty. Their reply is I need a credit card or they can not help me. I do not believe a company of this stature will only honor a customers warranty if they have a credit card. When no payment is even being processed. I asked for a manager and was told by the representative he was the manager? I do not believe this to be true. When I asked for the main corporate contact # he provided me with this contact number ************. I called the number and it is the contact for his own location in Irvine CA. My product purchase information. Serial# *********, Satellite ****, Case# **************

Desired Settlement: I would either like my product repaired or replaced. I want someone to honor Toshiba's pledge to their consumers, to provide a one year factory warranty, my issue has taken place within the warranty period provide. Thus, the company should stand behind their products and the services that come along with the product. If they are unwilling to honor my warranty even though the debit card I provided is the exact same card used to purchase the product, then I would like a full refund.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS has advised our customer that we will go ahead and escalate her case over to our Order Desk Department to process a send her a new battery, our customer agreed. If the customer has any questions or concern they may contact us at ************. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory if the battery replacement corrects the problem with my laptop,and it is restored to good working order..  I will contact Toshiba if the battery replacement does not correct the problem with my laptop.  The Tech. that I spoke with over the phone advised me that the battery should correct the problem?  But if for some reason it does not there could be a defect in the system, at this point I would have to continue to communicate with the company to get my system taken care of.  When my laptop is restored to good working order, I will consider this complaint resolved.

Regards,

******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my computer to Toshiba to be fixed the month of November they said they fixed my computer they said it was the mother board that was causing me to get those blue screens I was having on my computer. now I got my computer back on 11-25-13 and it worked for 4 days on the 5 th day my computer started to have a new problem when I'm surfing the internet my screen goes black and if I left click my mouse I get nothing if I right click I get nothing. my power light on my computer is on and my screen is black the only way I can gat my screen back is to manually power off my computer wait 1 minute then power my computer back on and I will be back at my home page now I filed a complaint with the BBB before on this same computer having a similar problem my case # was ********. I would like to know when enough is enough and when Toshiba will stand behind their product and replace my computer with a new one not a refurbished one. there is a lemon law in ******* and I believe I have a lemon and this falls under the lemon law. I bought my computer on 9-7-13 out of all this time I have only been able to use my computer about 2 1/2 weeks off and on when it wasn't broke.

Desired Settlement: I would like a new one this shows this computer is a lemon and there is a lemon law in *******

Business Response: A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any convenience.  TAIS is providing the customer a new a/c adapter and power cord. A courtesy work order has been set up for the customer with a shipping label provided if the replacement accessories do not resolve the issue. A refund or replacement would need to be directed to the reseller from where the unit was purchased. The customer may contact us directly if there are any questions or concerns at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I bought a computer of Toshiba on 09-07-13 I sent my first computer back 3 times to Toshiba and then Toshiba sent me a different computer of equal value now I am having the same problems with this computer as I did the first computer I sent my 2nd computer back to Toshiba 4 weeks ago and I keep calling the phone number to there BBB dept who is handling the repairs and that # is ************ and the person I been dealing with is ***** ******* I have called for the last 2 weeks and left countless messages and no one calls me back. now out of 8 months I have only had my computer for maybe 2 of those months and that is a week here and a week there I am only 7 days from contacting my lawyer and suing Toshiba for the lemon law I own a computer and I had to call my phone carrier and raise my data plane because Toshiba has my computer I think I have been very fair in trying to work with Toshiba in fixing my computer I feel they owe me my $ 694.42 plus the $ 199.00 I paid for the 2 year warranty the last case # ***** gave me was************** and Acct # ********** on Friday April 25 I am calling my lawyer.

I think I have been more then fare with Toshiba I have done everything they have asked me to do and they have had my computer more then I have and I'm the one who bought the computer.


Regards,

***** ******

Business Response:

A TAIS representative has been in contact with our customer. TAIS has informed our customer that we have reviewed her complaint and apologized for the inconvenience, TAIS informed our customer that his unit is in final testing and if passed all tests it will be shipped out on Monday and offer our customer $50 Toshiba Credit, our customer agreed. The customer may contact us directly if there are any questions or concerns at **************, at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Toshiba laptop. The product is under warranty. I was having problems with the device. I called Toshiba Support. The lady I talked to (******) had me remotely connect her to my PC. After about an hour a person named **** joined the session. After another hour they abruptly ended the session. When I called back, the individual that answered said they were closing for the night, and that I should call the next day. When I called the next day, Toshiba said they have no record of my conversation. My problem still remains unsolved.

Desired Settlement: Refund for the device I purchased, and for the money I paid for expert support (about $500 total)

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 04/16/2014, 04/17/204 and 04/18/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at 949-461-4321. At this time we consider this matter closed until we hear back from the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Toshiba laptop (purchased August 2013) had a charger port that failed. Toshiba said it was covered under the warranty, and said they were sending me a shipping box to return it to them in. They wanted to charge me $25 for shipping, but I talked them out of that. 5 days after sending the computer to them, I received a cryptic email saying that the mainboard was damaged and demanding $231.92 for non-warranty repairs. I called Toshiba to find out what the damage was and why it wasn't covered. They said that I needed to talk to Viscom (their repair people, I guess) and gave me a phone number that went to a non-funtional voicemail box. I called Toshiba back and was given another phone number for Viscom. I asked them to transfer me directly or stay on the line until I reached viscom, but they refused. The new phone number for Viscom was not in service. I called Toshiba back again, and this time it turned out that they could tell me what was wrong and why it wasn't covered -- the "mainboard" was damaged, and they were accusing me of damaging it. I told them that the computer worked (but wouldn't charge) before I sent it to them in their box using their chosen carrier, so if it doesn't work now, it's their fault, not mine. They suggested that I take it up with FedEx, which is ridiculous, and insisted that they wouldn't fix the computer unless I paid. Clearly, this is not actually a warranty and these people are not interested in helping me.

Desired Settlement: I want them to fix the computer or replace it without charging me.

Business Response:

A TAIS representative has contacted our customer regarding the quote for the repair of her computer. TAIS has advised our customer that the computer problem was OOS (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. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Complaint Details Unavailable
5/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: January 2013 I purchased a Toshiba satellite ********** at **** *** in ********** ******* for $632.00. Immediately it started having issues. The cursor jumped around the page constantly making it impossible to type anything. It was sent back and the touch pad replaced. It came back with no sound and the cursor still jumping. It was sent back to have the sound fixed. It has windows 8 which I hate. They don't tell you when you buy it that windows 8 is a pain to use. Of course two months after my one year warranty expired it is giving me the following messages. ****** ******** ***** failure then reboots itself. Invalid process attack attempt, **** not less or equal, driver verification detected violation. This computer was a bad egg from the beginning. I have wasted my $632 Christmas money.

Desired Settlement: Refund or replacement.

Business Response:

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba sold defective products, and they refused to pay for the shipping cost for sending it back to repair, even when it's still in warranty. We bought Toshiba Satellite *********** in June,2013. We just used for getting online and surf internet, no heavy duty at all. However, it died after merely 8 months. The computer cannot be started--it is now stuck in black screen. It seems that the hard disk failed. It is still in warranty. So we contacted the technical support and they tried to instruct us to repair it by rebooting a few times, but it did not work. Then we have to send it back to the repair depot. Case #* **************. However, they would not provide us a shipping label with postage, and when I tried reasoning over the phone with their case manager, he actually hang up on me. I myself are also doing some online business and it is a common practice than if it's the product quality problem, the manufacturer or the seller should provide the cost for the customer to send it back. Also, I had a Lenovo computer, when it had problem the manufacturer immediately provide a shipping label with postage for us to send it back to repair. So I don't think it's fair for us to spend more money on an already defective product--it already wasted us a lot of time trying to fix it and we have to wait for more than 2 weeks to get it fixed. I am not satisfied with their product as well as their customer service, especially the conversation with the case manager. He's very arrogant and does not listen to us.

Desired Settlement: I just want them to pay for the shipping cost for sending it back to repair. It is not about the money, it is about the wrong procedure that they are practicing.

Business Response:

A TAIS Representative has been in contact with the customer, Customer has sent the NB to depot on 3/31/2014 and paid for the shipping, TAIS informed the customer about the warranty coverage and explained that Inbound Shipping is not part of it, Customer accepted the explanation. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a brand new computer will not connect to the internet.tried 4 weeks to fix the problem with Toshiba tech support problem still unsolved I bought a brand new computer for my son for Christmas. The computer will not connect to the internet. For the last 4 weeks of trying to fix the problem with Toshiba tech support and the problem still unsolved, my son was told that it would cast him $150.00 to run a diagnostic test plus the cost of fixing it. purchase 11/17/13 ********* **** ****** * **************** ************ cost $599.99 paid with credit card.

Desired Settlement: I just need it replace with one that works as soon as possible.My son NEED it for college.

Business Response: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba ******, which is a high-end gaming laptop directly from Toshiba's website. The warranty started on the day of purchase which was November 24, I did not receive the computer until December 9th. I didn't have ownership of the computer for even a month when it stopped working on January 1. I was playing a video game on a gaming laptop when the computer shutdown and would not turn back on. The issue was reported to Toshiba and it took 22 days for them to get the computer back to my custody. According to the tech report, the motherboard was replaced.The depot repaired the motherboard but the entire back side of the LCD case was covered in dents. There was no damage to the shipping box. Once Again I informed Toshiba of the problem and the subsequent repairs took almost two weeks. After Getting it back from the repair depot the Wifi stopped working in areas of the house where it worked previously. I could only use the internet by being in the same room as the Wireless Router. The folks at Toshiba offered to repair the issue, but this time I requested another depot. They replaced the Wifi Card and returned the unit to me. The shipping box had a large gash that was cover by a clear piece of packing tape. After inspecting the laptop I noticed a small dent on the outer cover of the LCD screen. There was still an issue with the wifi after the repair depot supposedly fixed it. At this point, I called toshiba asking for a replacement, but was given the run-a-round on why they couldn't do it.I then sent it out a fourth time with the intention of having them fix the Wifi again. This time they failed to repair the issue yet again. They also did not bother to fix the dent on the LCD panel. I have not been able to use the internet on the ****** Laptop since February 14, 2014 after the second repair.Although It initially broke when I was playing a game, the reason why I bought the computer was to work on animation. Functional days: 22 less than/non-functional days 68...

Desired Settlement: I have been more than reasonable and patient, I would like for them to send me a box for which I can return their defective product to them. I need a full refund.

Business Response:

A TAIS Representative has been in contact with our customer, we are currently providing the customer with a brand new unit. Customer accepted the offer. If our customer has any questions or concern they may contact us directly at ************ at this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Billing/Collection Issues | Complaint Details Unavailable
4/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Order Number: *********** Model Number: ************* Serial Number: ********* repair order number *********** December 2013 I purchased a Toshiba touch screen Toshiba Satellite **********. I use the laptop only at home. I never transport the laptop and move it around.The last time that I used it I opened the lid as usual and I heard a cracking noise. I opened it and saw the screen cracked.I called customer service and they told me that they will send me a box and send it to them. I was told that if I didn't dropped the laptop it will be repaired for free since is still under the one-year part and labor warranty.I mailed to Toshiba repair center. Today march 25th I received an email that I have to pay Parts $362.19 (touch screen)Labor: $60.00Total: $ 422.19I started emailing back and forth with ****** and she kept telling me that there is no parts and labor warranty. And I pulled from the Toshiba website that there is one-year parts and labor warranty. This is unspeakable that Toshiba will advertise and cheat customers that there is a warranty and then customer service on the phone will tell people that there is free repair unless is dropped and in the end I have to pay 422$ for a laptop that I with such screen that cracked when opening the lid.I am not asking from special treatment but for repair that is under a warranty and is not something that I did to the laptop (dropping or transporting) to cause the crack. I warned before I got the laptop from people that Toshiba doesn't have a good customer service and will try to get away when charging people for repairs that are under warranty and now I know what they mean.Also on the web I found many links that people are complaining from the Toshiba screens that they crack for no reason without dropping. This is a company with such a history and is a shame that you have to put customers through that and waist our time.

Desired Settlement: Free repair since the laptop is under one - year parts and labor warranty and has not been dropped.

Business Response: A TAIS representative has contacted our customer regarding the quote for the repair of her computer.
The TAIS repair facility has identified the failure as being physical damage to the LCD screen. TAIS has advised our customer that the manufacturers warranty does not cover accidential damage. Due to the physical damage to the computer any repair would be our customers responsibiliity. At this time we consider this matter closed .

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop computer in mid December, 2013 for approximately $550 on sale. In Mid February, 2014 the 2 USB ports on the right side of the laptop quit working. I called Toshiba they had me try several things to fix and this did not work and then they had me do a hard factory reboot - which also didn't work. I spent 2 plus hours on the phone also trying to fix that. Approximately 2 weeks later the battery on the laptop quit working as well - Toshiba has horrible customer service I called back and they wanted me to try everything I had done already - I wasn't going to do this. My local retail store tried to help me and I finally agreed to send in the laptop but not until May 1st as my daughter has a very important project that she needs the laptop for and we couldnt' be without it. Approximately 2 weeks after this the computer started not turning on - it now takes several attempts to get the computer to turn on and it will just have a black screen. I again have called Toshiba and they will not send us a new computer they only thing they say is send it in. My local retail store also tried to call as they agree that we should have a new laptop. Toshiba will not even talk to the store. I am extremely unahppy with Toshiba and I feel that a computer that starts not working and have many problems after 2 weeks should be fully replaced and not sent in, etc. I have gotten nowhere with Toshiba and spent now several hours on the phone to get nothing accomplished.

Desired Settlement: I feel that Toshiba should either send us a brand new laptop or in the alternative give us a full refund of the cost of the computer. This is totally ridiculous that a computer at 2 months old starts malfunctioning and a person should send it in, be without a computer and then only get it fixed so it can malfunction again.

Business Response: A TAIS representative has been in contact with our customer. TAIS has offered to expedite our customers repair as well as pay for the shipping and packging of the product. Unfortunately, our customer has declined this offer, and has advised that she will only send it in if we issue her a loaner computer. TAIS has advised our customer that we do not issue loaner computers, and that the manufacturers warranty does not cover loaner computers. At this time we consider the matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

**** ****


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I submitted the complaint Better Business Bureau in regards to consumer complaint #******* and this is an update to the complaint - I was unable to find a way to update from my original complaint. Toshiba contacted me on 4-7-14 and 4-8-14 - both times I was told the same information that I was given when I called them. They will not do anything to help me unless I send in our laptop and they evaluate it. They are unwilling to replace or refund the laptop or to send one to use in the event that we would send in our laptop. They do not look at each case seperately - they do one thing and one thing only. They are not very customer service friendly or accomodating. I again was unable to talk to a supervisor and was told that they do not take phone calls or help with issues. The laptop now also the "print screen" button will not work on it. I have told every person we talked with at Toshiba that the laptop has something else go wrong on a day to day basis. They will not even send out a new battery to replace the one that won't work without the laptop being sent in. I feel that because the laptop was 2 months old when we first started having problems that they should either fully replace it with a brand new one or offer us a full refund or the store a full refund to replace it.
Refund/Replacement is acceptable. They are not willing to work with anyone at Toshiba. They keep repeating the same thing over and over even when I have told them numerous times that isn't an acceptable method of dealing with the problem. Life isn't cut and dried or black and white. Each case has to be evaluated individually and dealt with accordingly!

Regards,

**** ****

Business Response:

TAIS already provided option for our customer to have the laptop repaired as much as possible; unfortunately, our customer has declined this offer. At this time we consider this matter closed.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop with a defective USB port. I was told by the retailer to contact Toshiba, the manufacturer of the laptop. Firstly, their customer service is awful. It was exceedingly difficult to reach an actual human being over the phone. Every time I tried their automated phone system, it simply directed me to the website and then hung up on me, or failed to give the necessary information. Their website is useless as well, so the whole process essentially sends the customer in circles. After the retailer gave me a phone number to reach someone at Toshiba, I was able to talk to a person who sent me a repair order form via email. This form had me pre pay for shipping on a box to send my laptop to Toshiba for repairs on the USB port. The person I had talked to on the phone said that these repairs may be covered under warranty, but after Toshiba received my laptop, they said that they were not covered since it was a physical defect and/or damage. If the person on the phone had said that any physical damage was not covered, I would not have paid $24.95 to ship them the item at all, especially since they said it would cost $498 to repair it. I made it clear over the phone that there was physical damage, yet they said it may be covered and told me that I should ship it anyway. Furthermore, the fact that their manufacturing defect is not covered is also nonsense. Now that I want them to return the item unrepaired, they are not answering my emails.

Desired Settlement: They need to refund my $24.95 for the shipping and return the item immediately.

Business Response:

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************, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ******* 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am required to pay $24.95 to process a warranty repair on a Laptop that I purchased on 1/2/14 while on vacation that was defective since I opened the Box when it was Brand New.

Desired Settlement: Toshiba should pay ALL expenses regarding shipping of this Product to repair it!!!

Business Response:

A TAIS representative has been in contact with our customer. TAIS has offered to expedite our customers repair as well as pay for the shipping and packaging of the product. Unfortunately, our customer has declined this offer then customer disconnected the call. At this time we consider the matter closed.

Consumer Response: This response does NOTHING the change TAIS's Warranty Procedures...  The thought of a Warranty here in the United States of American is to repair/replace a given Product while under Warranty with NO COST TO THE CONSUMER.  TAIS for 2 months required me to pay a $25.00 Fee for shipping expenses in order for TAIS to repair my Laptop that was less then 2 months old.  Furthermore, the Laptop NEVER performed to my expectation from the date of Purchase 1/2/14.  I have literally spent over 48 hours on the Telephone over a 4 day period due to the fact that NONE OF THE TECHNICAL SUPPORT Personnel that answered the telephones at TAIS could FLUENTLY speak English.  In my opinion, TAIS should not be allowed to do Business here in the United States of America.  Their Warranty procedures are ridiculous!!!  This is absolutely HORRENDOUS!!!!

 
I gave ****** ***** 1 more opportunity to have their Laptop back as I felt it was only right that ****** ***** had the Unit in their possession since Visa had guaranteed I would receive a FULL Credit for the Purchase price I had paid due to TAIS's lack of Customer Service Skills!!!  ****** *****, after 3 months of frustration of TRYING to deal with Individuals who could not speak English, Credited me my Purchase price of the Laptop.   THANK GOD

Business Response:

TAIS already provided options for the customer to have the laptop repaired, unfortunately our customer choose to opt in for a refund from the retailer (****** *****). At this time we consider this matter closed.

Consumer Response:

Here in the United States of America, we Americans feel that when a purchased item is defective upon purchasing it, WE DEMAND THE ITEM EITHER BE REPAIRED OR EXCHANGED AT NO COST TO THE CONSUMER!!!  NO EXCEPTIONS AND DEFINITELY NOT HAVING TO ENDURE ANY EXPENDITURES WHATSOEVER!!!!!!!!!!

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cannot receive any assistance filing a claim for lost computer. On Feb 10, 2014 I called Toshiba and agreed to send Toshiba Satellite *********** computer serial #********* Model #************* under warranty to the depot for repair. I paid Toshiba for a prepaid shipping box especially designed to house the computer. Tracking number for incoming box ************(label indicating the weight of an empty box) When it arrived I packaged the computer, adhered the pre-paid printed label enclosed and took to a local ***** and dropped off for delivery to the Toshiba Depot. Tracking number of outgoing pkg ************ (also indicating the same weight as the empty box, as it was pre-printed) (PKG weight information will later come into play)I contacted Toshiba as it was taking quite some time, I was never notified they rcvd empty pkg. I spoke with manager **** in Tech support who relayed to me the depot rcvd empty box. There was nothing he could do. I should file a claim with *****. I contacted ***** who instructed me to file a claim and provide documentation to support claim. I did so. Claim denied. I was told by both Toshiba and *** ** that the shipping label indicated the box was empty as the weight reflected on the label was the same both ways (indicating the weight of the original empty box sent by Toshiba)With Toshiba being the "Shipping Customer" according to ***** as they are the ones who created the shipment, they have to file the claim. I cannot seem to win for loosing. I cannot get help from anyone. All I want is to be compensated for the computer that was lost either in the care of ***** or for all I know the Toshiba Depot. Either way, it is Toshiba that has to deal with ***** in order to file a claim since they are the shipping customer, of which I was told they do NOT do! So how am I to be compensated for the computer that was stolen if no one wants to do anything. Please help! I never wanted it to go this far, I tried to resolve the issue with Toshiba directly as well as *** ** who I will also be filing a complaint against.

Desired Settlement: All I want is to be compensated for what I have lost. I want someone to accept responsibility for the task at hand. I want Toshiba to either file the claim with FedEx as they should or compensate me for the computer.

Business Response:

A TAIS Representative has been in contact with the Customer. TAIS will be replacing the missing laptop with a refurbished unit since the Customer's warranty just expired, customer agreed. If Customer has any questions or concerns they may contact us directly at ************* At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Toshiba tablet *** ********* stopped working after 50 days of normal use. I returned it (3) times to Toshiba for repair or replacement. They said the tablet stopped working is my fault. I say it is due to a defective tablet. They will not honor their warranty.

Desired Settlement: Either repair or replace my tablet.

Business Response:

A TAIS representative has contacted our customer, advised our customer that TAIS would like to replace his unit. TAIS educate our customer on the shipping procedures. Customer agreed. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

*** *****

P.S. Please consider this matter closed. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to refund money after a in warranty part replacement. On Feb 14, 2014 i called Toshiba customer service because my Toshiba Satellite ************ battery was no longer taking a charge. Customer service was willing to replace that battery and would have to charge me $100.40 to send out the battery(Order # **********. The money would then be refunded to me when they received the defective battery back. On Feb 17, 2014 i received that battery and the problem with my computer was resolved. On Feb 17 the defective battery was sent out by UPS. On Feb 19 Toshiba received the defective battery and closed the RMA. I believe on Feb 25 i called Toshiba to find out the status of my refund. The customer service agent informed me that the refund for some reason had not been processed and that it would take one billing cycle to process that refund (i guessing he was meaning one month). Not satisfied with their company holding my money for a full month i called customer service on March 6, 2014. The customer service agent decided to transfer my call to Toshiba Customer Relations. The customer relations agent informed me that the refund had been processed and requested that i call my financial institution to check the status on the funds. My bank informed me that their were no funds waiting to clear. When i spoke with the customer relations on the same call he suggested for me to wait 5 business days and that my refund would be back to me. Today is March 14, 2014 (One month from when Toshiba charged me $100.40) and 5 business days are not passed. I called customer service to find out the status of my refund. Customer service had to transfer my call to customer relations where i spoke with ********. ******** suggested that i wait 5 more business days for my refund. Not able to give me an explanation of why i would have to continue to wait and not willing to do anything resolve this issue she hung up on me. I am not still in a waiting period for Toshiba to simply refund my money or compensate me for the time and money that they have taken from me!

Desired Settlement: I am desiring for Toshiba to refund $100.40 to me and would think that they should compensate me in some way for the trouble that they have put me through. This has been a waste of many HOURS my life and also has put me in a financial bind with holding money of mine.

Business Response: A TAIS representative has been in contact with the customer on 03/14/2014. TAIS has apologized for any inconvenience. The reversal for the charge was completed on 03/05/2014. The reference number for this credit is ************ *********. The time frame for the reversal to show in the customer‘s account depends on the banking establishment. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I BOTH A COMPUTER FOR MY DAUGTHER MIRACLE COUNTS ON DEC. 24 2013 IT QUIT WORKING ON FEB.20 2014I CALL TOSHIBA ABOUT MY 90 DAY WARRANTY ON FEB.24 2014 THEY TOLD ME MY WARRANTY HAD EXPIRED DUE TO SOMEONE HAD ALREADY REGESTER IT BACK IN NOV.2013.SO I TURNED THE PROBLEM TO A THIRD PARTY ********** ******* ***** (AST. MANAGER) ON ** ***** ****** ** ********** ********************* HE TRIED FOR 3 WEEKS TRENT CALLED ME ON MARCH 21 2014 ONLY TO TELL ME THEY COULD DO NOTHING. MY WARRANTY RUN OUT TODAY MARCH 24 2014 I GAVE TOSHIBA ENOUGH TIME TO RESPONE ONLY TO GET NOTHING I PAYED 299.80 FOR THE COMPUTER TOSH ******** ***** ** *******

Desired Settlement: I WOULD LIKE A NEW COMPUTER OR A REFUND

Business Response: A TAIS representative was in contact with our customer on 03/10/2014. TAIS has apologized for any inconvenience and informed the customer that they would need to contact the warranty and registration department to correct the warranty date. TAIS has informed the customer that they would need to provide a proof of purchase. Once the customer has the correct warranty date, the customer may contact Customer Relations to see what options are available per their warranty date. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repair on my laptop, and the cost of repairs on my laptop, lack of customer service and lack of tech support for my laptop. I recently purchased a Toshiba Satellite laptop on Dec 13,2013 and it worked fine up in till Feb.2 2014.The laptop screen has started to separate from the back cover of the laptop.So i decided to call the Toshiba support line about the one year warranty that came with the laptop.After talking with about 3 reps from the warranty dept i finally got a woman named ****** who identified herself as a case manager i told her my problem she let me know that my warranty would not cover my computer,but they wanted me to send it in and they were going to fix my problem. I paid 26.00 to ship my laptop to ********** to be repaired on 02/11/2014 I receive and email stating that it would cost 422.00 to fix my laptop for parts and labor.So i call the Toshiba support line and I get hung up on,know one knows the woman who sent me the email with the charges, and once again after about an hour i get a case manager who identifies himself by the name of ***** no last name.Well he tells me that they are not going to fix my laptop and that i need to pay the 422.00 to fix it, So i tell him just to send me the laptop, fortunately i bought a warranty through ******** when i purchased the laptop and they are gonna cover the cost of the damage to the laptop.I just don't think its right for Toshiba to offer warranties if its not gonna honor them and the customer service was horrible.If the damage of the laptop was not under warranty they should've never told me to ship the laptop,also they have not given me any info on when i will receive my laptop or who's paying for the shipping cost or how I'm getting my laptop back.I will Never buy a Toshiba product again in my life

Desired Settlement: I just want them to honor what they tell their customers ,and treat customers with respect.If the damages are covered by the warranty let customers know at the beginning not take customers through loopholes.

Business Response: A TAIS representative has been in contact with the customer. TAIS has apologized to the customer for any inconvenience. TAIS received the customer’s unit on 02/11/2014 in our repair facility with a broken *** screen, 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 has received the unit back from the depot unrepaired under the Fed EX tracking number ************.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba laptop has a mfr default, 2 USB ports have not worked ever since it was bought brand new 9 months ago. Toshiba refuses to repair it for free. Toshiba laptop **** Model # ************* Order # *********** Serial No. *********. Purchased online on 20 Mar 2013. Found out that the USB ports are not working but I still needed it the laptop for college. Was ready to ship laptop to Toshiba for repairs in Dec 2013 during school break. But with Toshiba confusion & delays, finally shipped in Jan 2014 - much to my inconvenience. ****** * is charging me $252.82 ($192.82 for parts and $60 for labor) to repair the USB ports via email on 29 Jan 2014. ****** * emailed me the breakdown of cost but has no explanation as to the cause of the damage and why it does not qualify for warranty. Repeated requests (emails 31 Jan and 06 Feb 2014) to ****** * via email inquiring about these issues resulted in no replies from ****** *. No physical damage can be seen on the laptop. Toshiba shipped back the laptop with no repairs done and received it on 17 Feb 2014. Talked to Toshiba Case Mgr Mr. ******. He told me the laptop does not qualify for warranty repairs - as one of the disqualifying factors for it is - "acts of God." This means Toshiba will never repair anything for free under warranty since if they cannot blame the customer for the damage, they will just blame it on "acts of God" just so they don't have to pay for it. This is a scam! In the first place, the laptop is a manufacturer's defect. The USB ports never worked esp since the laptop is only 6 months old. Also the customer service numbers (**************) were designed to confuse customers and discourage them to call as you have to have experience calling to be able to figure out which option to choose on the automated line.

Desired Settlement: Fix the two USB ports at their expense including shipment of laptop to and fro or refund of the purchase price of the laptop: $599.99 plus CA tax.

Business Response: A TAIS representative was in contact with our customer on 02/17/2014. TAIS received the customer’s unit on 01/28/2014 in our repair facility with a damaged mainboard, 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 unit has been shipped back to the customer unrepaired under Fed Ex tracking number: ************. The unit was delivered to the customer (Mon 2/17/2014 9:20 am).  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my laptop (Satellite ************* June 2010. The sound and USB ports went out on it August 2011, two months out of warranty. I googled and found a forum on their website for this same problem on Satellite laptops in general. I called and received no help. There are now hundreds of entries for this problem in their forums, with a sporadic entry from a Toshiba rep that there is no problem. I still have my laptop, but can't watch videos or play any audio files or links, and can't connect anything to USB ports. I filed a complaint then, but did not receive a response. I am filing again to try to get someone to acknowledge that hundreds, if not thousands, of consumers have inferior laptops that we want fixed or replaced.For more information, just google: "Toshiba Satellite Audio issues". Here is an example of one of the forums on their website about the issue:  **************************************************************************************************

Desired Settlement: Identify the cause. Then replacement if a recall is warranted.

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 03/27/2014, 03/31/204 and 04/01/2014 however, the customer has not returned any of correspondence requests. The customer can contact us directly by phone at ************. At this time we consider this matter closed until we hear back from the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in December 27 2013, we bough from Toshiba Direct a TOSHIBA ***** *********** ** **** (Mfg part #: ********) and we pay with taxes and shipping $116.45 (First this item comes from ********** and we are still charge for taxes).The lamp arrive, we replace it and in February of 2014 the lamp started having issues. This lamp will either turn off and on and it will shut the tv off.We contacted Toshiba, we spend hours on the phone and they told us they will send us a replacement and the replacement never arrive.Then we call again and we were told to go to a webpage (********************************************* we did we fill out the information, they ask for our credit card information again, and the lamp never arrive.We contacted toshiba again, we also filled out the toshiba facebook page and we got responses from a rep but he or she, never gave the name, stated that nothing can be done.Then we call toshiba again and we spend 51 minutes on the phone we spoke with 2 persons in the *********** and the answer was WE CAN NOT DO ANYTHING GO TO THE PAGE since we are not in the United States and we are not going to help you. My mother and I are both disabled I was recently operated we explain this situation and they still declined to help us

Desired Settlement: They need to send us the lamp so we can replace it, we already gave 2 times our credit card info, we can not continue wasting time on the phone and over the internet.We have no tv at the present time so they need to replace this lamp ASAP, there is 6 months warranty and they declined to help us, we need a replacement or our money back.

Business Response:  
A TAIS representative has left the customer a voicemail on 04/01/2014 TAIS has informed the customer that they would need to contact the ******* Department directly at ***** ******** in order to get this issue resolved  *****************************. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: hi. I'll I bought a laptop stellite l75-A7283. July 2013. Ina clipped of moths I had issues with screen hundreds of color lines all across the screen. Brought it to Staples where I bought it. Tried ti fix itbut could not and ask them to back it up. Some how the crash my laptop and unable to get in. Sent to toshiba to be fix, got itback 2 weeks. Was told tghey replace the motherboard. Used it for a few weeks and crash and unable to rboot. Called service tried to do a few things over phone. Not sucessfull. Ask for manager as I don't want anything to do with this and want my money back. Said I'm sorrty we cant't.So sent it off again. Got it back less than 2 weeks. Set it via system questions and all. Used for email no problem. Went back on did quite of work on different accounts. Bam the issue of color lines came back. And crash. So this willie be the fourth time inlittle over 6 months. I ask again for money back. Nope. I emailed toshiba wrote ontheir facebook page I am here now to complain. Verrryy disappointed and save toget thislaptop and now have no computer to work on and little money to get one!

Desired Settlement: Rather get a Refund and money foor all my aggravation and no laptop to use for personaland work related. Got me into some trouble. I'll never buy a toshiba laptop again. Will tell all friends and family not to buy this brand!

Business Response: TAIS has sent the customer an email that needs to be completed in accordance to the warranty repair requested on 03/25/2014. Currently, we are waiting for the customer to ship computer to the repair depot.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Toshiba laptops last June. One of them started to show one inch wide line on the display under a certain angle and needed to be repaired under the warranty. There was absolutely no physical damage to this laptop. I paid $25 to get the shipping box from Toshiba and sent it out for the warranty repair. Toshiba support reported a missing key from the keyboard and the keyboard is not under warranty for the keyboard and billed me $87.31 for the repair. Again there was absolutely no physical damage and no missing key when it was shipped. I called the Toshiba support but they just repeated that a key was missing. I asked where the missing key because there was no missing key when I shipped and it would not be lost during the shipment because the keyboard was not exposed outside. They did not reply and simply returned the laptop.

Desired Settlement: Refund I am requesting the refund of $25 for the cost of shipment and $87.31 for the keyboard damage ($112.31).

Business Response:  
A TAIS representative was in contact with our customer on 12/23/2013 and educated the customer that shipping is their responsible. TAIS received the customer’s unit on 01/02/2014 in our repair facility with a Missing Key, which is out of scope of the warranty (out of scope of means it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Toshiba All in One Computer ******) with 2 years on-site service and an 8GB extra RAM module and Microsoft Home Office and Student Key (2013). The extra RAM was advertised as a do it yourself installation. When I received the product I could not install it and having called Toshiba Tech. Support I was told to take it a Toshiba Authorized tech place (at my expense) and have it installed but this would invalidate the 2 years on-site service warranty. I also note that I was told the 2 years on-sie service warranty did not cover installing this extra 8GB of RAM. I returned the computer and module within the 15 day period. I was told I could not return the MS Home Office and Student Key. I only received credit for the All in One Computer but not for the 2 year on site service warranty or the extra RAM module of 8GB. This was purchased with a Toshibadirect.com card (which is where the credit was applied). I called about the improper crediting and have been told that the 2 years on site service warranty is in the process of being applied (I'll believe it when I see it) and that the receiving department did not receive the memory module ($119.99). As far as I know the memory module is useless without the ***** thus no reason at all to keep it. It was returned in the box with the computer but not the MS Office 2013 Key. I have no problem being billed for the MS Office Key ($139) but I contest the memory module which I returned and the 2 years on site service warranty ($89).

Desired Settlement: Credit to my ***************** credit card for the memory module ($119.99) and the 2 year on-site service ($89.00) for a grand total of $208.99.

Business Response:  
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 - ********* for the Toshiba ************* in the amount of $1,581.30. 
3/18/14 -********, 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 ************* 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******** 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At this point I have been on hold for over 79 minutes. This is not the first time I have called with problems with my computer. Also not the first time I've had to wait a long time. It will not connect to the internet consistently via wireless. Works fine with eithernet cable. The last time it started working, So they said there was nothing they could do to help me further.

Desired Settlement: Per the warranty they can repair or replace the computer.

Business Response: A TAIS representative has attempted to contact our customer via email being as there was not a phone number listed; currently we are waiting for the customer to respond to our email. The customer is welcome to contact us directly at ************** or by email *****************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** 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 ******* 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 BBB 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 *******. I don't have the time to sit around and wait for the phone to ring.

Regards,

******* ******

Business Response: 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.             

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

Ms. *******, I received my computer today and everything appears to be working fine.  Thank you, Very much!

It would have been better if they did this 6 months ago when I first complain to tech support.  Also I hope that something gets done about the 108 minute wait before tech support answers there phone.

Thanks again

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba satellite laptop in August, 2012. The keyboard was defective within days of purchase. Over the next twelve months the hard drive on the unitwas replaced TWICE, and needs replacement again, due to failure of the system to boot up and function properly. Repairs by Toshiba in Indiana were clearly inadequate,and I lost considerable data, multiple purchased software programs such as Office 2010 and Norton 360, in addition to emotionally significant photographs and documents.The unit's serial number is *********, a Toshiba ***********.I think the public should be made aware of these defects in Toshiba (and their dubious pride in innovation), which has been a huge problem for me.

Desired Settlement: Replacement of the cost of Toshiba's best laptop, together with all software lost such as Microsoft Office and Norton 360, and an unlimited guarantee of all.I would also wish for the recovery of all my data from the defective hard drive, and compensation for the distress and downtime caused by Toshiba's defective unit.

Business Response: A TAIS representative has been in contact with our customer. The first time the customer called into TAIS for assistance was 07/29/2013; a repair was set up the same day. Per our standard limited warranty it states the component(s) replaced have a 30 day guarantee after the repair has been completed. The customer went ahead and completed the questionnaire for the service work order on 08/17/2013 and shipped the unit into us on 08/17/203. The unit was tested with the hard drive and keyboard being replaced and passing all tests shipping back to the customer and received on 09/03/2013. A work order was set up for the customer on 10/03/2013 with no response from the 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. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear BBB:

I can acknowledge that Toshiba temporarily repaired the laptop twice, but clearly a defective product such as my Toshiba unit cannot be satisfactorily restored for any significant length of time. The repair dates noted by them are approximately correct, but they do NOT include my initial complaint within three weeks of purchase because of a defective keyboard which I reported. Indeed the tech person online suggested that I return the unit by mail and simply do without it until reviewed by Toshiba. As in the subsequent cases of alleged repairs I needed the use of the computer and delayed sending the laptop for repair but I also had no use of it for weeks on end beginning in late 2012.

 I even took the unit to a local computer repair store, that sought in-warranty payment if they would repair the unit, but they (****** in ***** *********** **) were advised by Toshiba that it had to be repaired by their own center in Indiana, so more delays in having a functional laptop made by Toshiba.

 In between repairs and difficulties with the Toshiba Satellite I purchased various software packages, including Microsoft Windows and Office 2010 and Norton 360, etc., all of which were lost each time the hard drive died and was allegedly repaired. This required reloading the programs, but Microsoft for example refused to let me download a fourth time, so within 17 months of buying a new Toshiba laptop Satellite it has cost me the original purchase price, the loss of Hundreds of dollars of purchased software, many weeks of unavailability of the laptop, and significant loss of personal documents and photos, etc.

Please consider this complaint entirely active and it will be pursued as necessary. The remarkable fact is also that I used the system only moderately, and it was the source of so much distress because of its defects. Your cooperation is appreciated.

****** ******

Business Response:  
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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On December 21st 2013 I purchased a Toshiba **** with the serial number ********* on staples. By Sunday March 2, 2014 the computer without warning ceases to work. On Tuesday March 4 I took the computer to ******* for diagnose and it was found that it had a problem in the hardware and was unable to boot.While in the store the manager contacted Toshiba for service and after an hour the agent on the line hang up. After 3 more calls and over 4 hours of waiting time and agents hanging up on me at 7:33 PM EST I finally was help by an agent named ******* (ID given *** ***** and the supervisor named ******. The computer passed through the technical evaluation process and was found that it was necessary for the computer to be sent to the Toshiba Repair Depot (TRD) for guarantee repair due to what I was told was a hardware issue. I was given the reference number **** ** ** ****** with clear instruction that I will receive a call or an e-mail within the following 24 hours from TRD to schedule the shipment and the repair.No communication was received during the time frame ******* mentioned so I call again on Wednesday March 5 at 7:50 PM. This time the waiting time was over 30 minutes and my call was answered by the Toshiba agent ***** (did not provide a ID #when I asked). He research the issue after I provided him with the reference number and told me that I will be contacted by the TRD the next day morning because the TRD was closed at the time of the conversation (8:00PM EST). Total time for the call over an hour.On Thursday March 6 after waiting the entire morning another call was made to Toshiba at 2:00 PM EST **** (did not provide a ID #when I asked) and I was told that the issue would be escalated to the next supervisor and I was given a new reference number **** ** ** ******. I was informed that the TRD was preparing an e-mail for the repair of my laptop and I will receive it shortly. Total time for the call over an hour. The levels of background noise caused by laughing and some rude comments made in ******* (I am a fluent ******* speaker) made the experience even worst.I received an e-mail from TRD later that day (night) with the order for the repair, the reservation ID was *********** however the reservation was created by the TRD for a Satellite *********** with the serial number, *********. Needless to say the entire information was incorrect.On Friday after holding on the line for one hour and twenty three minutes my call was picked up by Amy. After explaining the situation I was given another case ID # **** ** ** ****** and told that the TRD had issues. I was instructed again that the TRD will contact me via e-mail for the repairs and was given the reservation ** ************ was just online on Toshiba repair website and the number is not recognized by the system.I had in my mind the idea that Toshiba was a reputable company producing top of the line products and standing behind their products I am clearly mistaken. The damages caused by the poor quality of Toshiba products, the amount of effort and time to get nowhere to solve the problem with the laptop guarantee makes me feel that I was completely wrong in my view of the company.I will not use Toshiba products and as far as I can I will let my family, friends and professional colleagues to know my experience in order for them to make an informed decision next time they are thinking the possibility to buy Toshiba products.

Desired Settlement: I want an brand new computer with exact specifications to replace the defective.

Business Response: A TAIS representative was in contact with the customer on 03/06/2014. TAIS has apologized for any inconvenience and has provided the customer with a new work order for the issues with the unit. Emails have been sent to the customer with the work order of ************). If the customer would go ahead and finish the survey in his email, that will generate the shipping options for the customer. If the customer has any issues with the email, they may contact tech support directly at 24/7 **************. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last Week I contacted on line tech support on toshibadirect.com.I told them that I wanted (recovery Disks that would enable me to restore my computer back to factory settings and in addition reformat the Hidden recovery partitions which are corrupted.) I was told to order the recovery Disks (DVDS) for a total of 39.99 and I would be able to customize the hidden partitions.Today on march 4. 2014 I received a USB drive not recovery disks I ordered and all these do is to overlay s factory system image, without rebuilding the hidden system partitions as I wanted.I contacted **************** ***************** online and I asked for a RMA or an RA for return since they were the wrong recovery media. Instead of giving me an RA as requested, they gave me the run around and told me to contact Toshiba Acclaim. This is entirely unsatisfactory.Given their track record I would expect this from Toshiba.

Desired Settlement: I would like to return the USB Recovery Drive that they sent and a authorization to return (RA) Once they receive the USB Drive back I would like a refund of $39.99 back on my card.Thank you for your attention in this matter.******* *****.

Business Response: A TAIS representative was in contact with the customer on 02/26/2014. TAIS has apologized for any inconvenience. The customer has received the recovery media in the form of a USB, via USPS tracking number ***********************), being as discs are not available for this unit. The recovery media whether disc or USB is a non-refundable charge.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted Toshiba for over an hour to resolve technical issues regarding my Toshiba TV and remote. I was told that the TV was out of warranty and needed to be registered. I had called Toshiba about a month ago to gain the TV picture and was charged $35.00 and they did not require it to be registered. After being given several phone numbers the issue regarding eliminating channels that I did not watch and delayed reaction by the TV and remote to change channels and volume was never addressed. I asked to speak to a supervisor and was disconnected on two occassions.

Desired Settlement: A phone call from a supervisor or a customer service executive to resolve all matters and to also explain the ineffective customer service that they have established

Business Response: A TAIS representative was in contact with our customer on 03/25/2014. TAIS has apologized for any inconvenience. The customer has stated they resolved any issues they were having. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  

Regards,

 

******* **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a TV flat screen from ****** in 3/2013. The TV has consistently over the last 6 months been faulty, having picture go black intermittently with no cause. I have been on the service line with both ****** (store of purchase ) and Toshiba multiple times. The TV has been seen by a contracted service man who did not repair the issue. I have since then independently call Toshiba at *** *** ****. I placed this call at 10:30am 3/6/2014. Ref # ********** or ************. This conversation consisted of Toshiba indicating that they only provide service for faulty products, and they "would have someone call me" and "they didn't know who would be calling, who would be providing the service and did not provide a service #. This product has 1 year warranty from date of purchase. I have since been in contact multiple times with ****** who in turn has had to call Toshiba to act on my behalf to provide me with #"s of contracted repair services. One service stated that they need to hear from Toshiba not me to conduct repair work, the other asked us to bring the faulty ** **** ** 15 miles away from where we live for service. I feel Toshiba is not standing by it's own warranty, and that I as a consumer can not seem to have any progression of this issues unless ****** acts on my behalf. I have spend greater than 5 hours on the phone total with no resolution to this matter. We are seeking a replacement TV at this point, Toshiba will not honor either our request or act diligently on thier own warranty.

Desired Settlement: Replacement of Toshiba ** **** TV serial # ************** model # ********

Business Response: A TAIS representative was in contact with the customer on 02/25/2014. The tech replaced the Power Board on 03/04/2014. The technician documented (Repair Desc: TV functions properly). If the customer is still having issues with the TV, they may contact tech support 24/7 at ************** and a rework can be set up if within the thirty day rework time frame. For a replacement or refund, the customer would need to contact the reseller directly to see if the TV is still within the return policy time frame. At this time we consider this matter
closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My DVD broke. It is still under warranty. Toshiba will not refund money to purchase another one. DVD broke. Still under warranty. Went thru their Acclaim's process to get a refund. Was given an RMA # (**********). Sent player to Milpitas. Was sent a coupon code to purchase another player in the amount of $60.07. Was told that I could only purchase another DVD player at ToshibaDirect. The website only offers one DVD player in the amount of $119.99. I would have to pay an additional $60 plus tax and shipping in order to replace my defective DVD player.

I have spoken to NUMEROUS people at Toshiba to try to get this resolved. Their system is maddening. I even spoke to a "case manager" who told me that all he could do was "document" my complaint. He did not want specific information about my issue--not my name, not my product description, not the RMA # that I was assigned. He only wanted the basic information about my complaint. He told me that they do not call customers back--would not take my phone number or address. I have literally spoken to 20 or more people at Toshiba trying to get this issue resolved.

Each person I have spoken to has said "You've been transferred to the wrong department, let me connect you to the right department." When connected to another department I get the same response ("Wrong dept., let me transfer you...") The original cost of my DVD player was $34.99. All I wanted was a coupon or refund check for that amount so that I could go buy another Toshiba DVD player. But they do not offer that. They only offer an online coupon which does not cover the cost of the only DVD player that they offer at ToshibaDirect.

 Why would ToshibaDirect only have one DVD player offered for sale? I can go to **** *** and find 4 or 5 Toshiba DVD players for sale. But the Toshiba website only has one. So, now I have no DVD player (they have it in Milpitas). I have no way of getting another DVD player using their crazy refund process. And I cannot find one person at Toshiba who can deal with this issue. One final problem... When I first called Toshiba (888-592-0944) I immediately heard the following message: "Congratulations! You have been selected to receive a $100 Wal-Mart gift card. Please stay on the line to receive your gift card!" I thought I had dialed the wrong number. A man came on the line and I asked him if I had dialed Toshiba.

 He told me that I had dialed correctly, but because Toshiba's lines were busy, I had been selected to receive a gift card. I told the man that I didn't want a gift card, that I only wanted to speak to Toshiba. He kept pressuring me to talk about the card. Finally he said, "All you have to do is provide me with your credit card number to cover shipping and handling for the card." I became angry--knowing that he was trying to scam me. I reiterated that I wanted to speak to someone at Toshiba. And he hung up on me. When I phoned the number again, I reached Toshiba.

I explained what had happened with the gift card. The person I spoke to (in the Philippines) told me that since I had been transferred to an international call-center, calls are sometimes "hijacked" to people who will try to scam you by getting your credit card info. I have lost ALL confidence that Toshiba will resolve my problem. I would have been better off taking the defective DVD player out back and bashing it against a brick wall.

Desired Settlement: I want a check or paper coupon that will allow me to go to an electronics store and replace my $34.99 DVD player. I don't want their $60.07 online coupon, which is absolutely useless. I just want to get a DVD player to replace my defective one that was still under warranty.

Business Response: A TAIS representative has been in contact with our customer. TAIS has advised the customer that if they are beyond the return policy of the reseller, they will need to go to the *********************** and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we are not able to assist the customer per the standard limited warranty. If the customer is able to locate a valid proof of purchase they will need to follow the steps on the web address listed above. The customer will receive a coupon code for a replacement product on ********************** A check or a paper coupon is not an option for the acclaim process. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** 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 (**********), 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 **** ***, *******, 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,

*** *******



BBB's Final Determination: Consumer accepted resolution offered by the business.

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought Toshiba Laptop in September of 2012 online from Toshiba America Information Systems, Inc. webside. When I received this brand-new lapton, I noted that the LAN port in this lapton doesn't fit the standard ethernet cable adapter, and it was too loose when the ethernet cable adapter was pluged in. It often lose internet connection and I had to hold it during using. Because of its light weight, I bought it only for e-mail checkig when I travel abroad and I didn't use it when I stay at home. So I use it very rare in the past. Recently I found it was almost unable to connect to internet even thought I hold the ethernet cable adapter. I looked it again carefully and found that the LAN port in my TOSHIBA lap top was totally different from US standard LAN port in router, computer as well as other devices in USA. It seems the design problem, not the product defect. I called Toshiba many times but they refused to take responsibility and said it is out of one year warranty. But I believe Toshiba still has the responsibility because the LAN Port they installed in my laptop does not fit the US standard Ethernet cable adapter and it is the design problem, not the defective product, and they shall recall and change this type of LAN port at their costs.

Desired Settlement: The LAN port Toshiba installed in my Laptop does not meet US standard and doesn't work properly, and it can not be repaired. I want refund.

Business Response:  A TAIS representative was in contact with our customer on 01/22/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/2013 “How Long Does the Standard Limited Warranty Last? One (1) year after the date of your purchase (“Limited Warranty
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.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I believe that Toshiba still has the responsibility even thought it is out of warranty because the LAN Port they chose and installed in my laptop did not fit the US standard Ethernet cable adapter and it is the design problem, not the defective product, so they shall recall and change this type of LAN port at their costs.

Regards,

**** ****



Business Response: A TAIS representative was in contact with our customer on 01/22/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/2013 “How Long Does the Standard Limited Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. The customer had not called in with this issue on the LAN port until 01/16/2014, which at that time; the unit was out of warranty. The customer is now responsible for any technical assistance or repairs. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The LAN port in my TOSHIBA lap top was different than US standard LAN port in any of router and computer in USA and does fit the Ethernet cable adapter. It is a design problem, not the product defect. There is no way to repaire it because the new LAN port will still have the same problem if Toshiba does not change the design of LAN port.  So this is the design failure and has nothing to do with Warranty. Toshiba shall take full responsibility and recall this type of LAPTOP and fix the problem at their costs. 

Regards,

**** ****



BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

3/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba tablet 1 month ago. Now the tablet can not charged. I contacted Toshiba for warranty repair or replace. First I paid $25 for return shipping to send in for repair. After a week, they sent the same one back without repaired. I contacted Toshiba again and they wanted me to send it back again. After another week, they sent me an e-mail said they can not fix the tablet because no parts to repair. And they sent the broken one to me again. And I contacted Toshiba again. They said they wont do the warranty because I broke the tablet by myself. I swear to god I did nothing to the tablet. I paid $300 for a tablet only last a month!!!

Desired Settlement: I want my tablet!!

Business Response: 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 **************. The unit has been returned to the customer via Fed Ex *************).  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I bet my whole life to say I did nothing to the tablet. It just stopped charging. If they say the tablet broken by daily charge is not covered by warranty, I have nothing to say. What's the point for me to brake a tablet in less than a month? 

Regards,

*** **

Business Response: 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**************. The unit has been returned to the customer via Fed Ex *************). At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba Laptop and when you turn the computer on it either locks up or you are not able to use the touch pad. I have had to use the mouse and then it will eventually lock up again. My girls do not want to use that computer, because it continually locks up. I in good faith called the Tech Support at Toshiba and they had me reload the software. It still did not work, so I was instructed to send the computer in, because it was probably a hardware issue. I received my computer with a repair sheet that stated they were able to replicate the problem and it was fixed by reloading the software. It did not work. I was instructed to send the computer again, I received it back with a repair sheet stating that there was nothing wrong with my computer and they did nothing to fix it. The computer once again locked up for both myself and my daughter. Their answer is to start over with the tech support and do the same thing over again in hopes that we will have a different result.

Desired Settlement: I have sent the computer to corporate headquarters in CA and I would like to be reimbursed for my computer, which has not happened. I have not been contacted that they received my computer even though it arrived on the 15th of February 2014. In my opinion I have been robbed of my money. There answer is to control my time with their incompetence in tech support. If they gave their customer service the authority to fix problems, it probably would have been fixed long ago.

Business Response: A TAIS representative was in contact with the customer on 03/10/2014. TAIS has apologized for any inconvenience and has again offered to provide a warranty repair. The customer has declined the offer. The customer has sent the unit to the corporate office and this unit is now considered an abandoned unit.  At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The matter is not closed.  I entered in good faith a deal with Toshiba to give them money and I will have a working computer.  Toshiba has refused to provide me a working computer.  I have sent the computer into their office twice to be repaired, they are unable to repair it and I am supposed to accept the merry go round of them pretending to repair it again and send it back.  When does it end?  They took my money and did not give me a working product.  For some reason Toshiba thinks that I entered into an agreement for them to control me through this on going insanity. 

***** *********

Business Response: A TAIS representative was in contact with the customer on 03/10/2014. TAIS has apologized for any inconvenience and has again offered to provide a warranty repair. The customer has declined the offer. The customer has sent the unit to the corporate office and this unit is now considered an abandoned unit. TAIS explained to the customer it was his
decision to send the unit to the corporate office and it is now considered an abandoned unit. TAIS offered to try to locate the unit and set the unit up for
a repair with the customer declining.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a HDTV- 62 inch model 62MX195, serial # ******** in 2007. I have since had to purchase over 6 replacement lamp lights for this product. I have in the past attempted to escalate my concerns with toshiba directly to no avale. I purchased another replacement light on 1/24/2014 and after 3 weeks has stopped working. I have now spent over a week and approx a total of 2 hours on the phone trying to get a replacement lamp. I am being told a replacement is not available however I can be provided a coupon to repurchase on-line. I was offered a smaller refund amount and was told I would have to send defective lamp at my own cost and wait to receive coupon.

Desired Settlement: replacement lamp light at no further cost or time

Business Response: Per Toshiba Direct:
The customer purchased a lamp from Toshiba Direct on order #******* back in January.  The customer contacted Toshiba Direct and being as he is outside of the return period, but within the warranty period, the customer was transferred to Acclaim.  If the customer has any questions concerning this issue, they would want to contact Acclaim via email at www.acclaim.toshiba.com or by phone at ###-###-####. At this time we consider this matter closed. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *******



Business Response: Per Toshiba Direct:;The customer purchased a lamp from Toshiba Direct on order #******* back in January. The customer contacted Toshiba Direct and being as he is outside of the return period, but within the warranty period, the customer was transferred to Acclaim. If the customer has any questions concerning this issue, they would want to contact Acclaim via email at www.acclaim.toshiba.com or by phone at ###-###-####. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a Toshiba Hard Drive as a gift for Christmas 2012 and it stopped working within the warranty period. I shipped the item to Toshibas Acclaim service center for replacement with the original box and original packaging. Toshiba said that they required a proof of purchase but I did not have one due to receiving this product as a gift. Toshiba received the hard drive at their service center and I was e-mailed (October 30, 2013) and told they required proof of purchase. I explained that this was received as a gift, but my in-law was able to find documentation from his credit card company showing his purchase from Staples.com for this item with the purchase price, although it did not state the specific item purchased. He was unable to find any other documentation from Staples and I emailed it to Toshiba. After a couple weeks, I received no reply from Toshiba so I e-mailed it again. After a couple more weeks and no reply, I called Toshiba to find out the status of my claim since their website also gave no update. I was told they were still reviewing it and contacting Staples to verify the purchase. The CS rep explained to me that it was taking longer since it wasnt a traditional receipt. I told them I would have liked some kind of response indicating that they at least received the receipt. The rep said that they would be in contact with me shortly. About a month later I still received no response from Toshiba so I called them again today. The rep from the Philippines could not pull up my claim even after giving him my claim number several times, name, and e-mail address. I requested to speak to his supervisor but was told he was not available and would not connect me to anyone in the USA. An hour later someone from Toshiba did call me and I explained to him what has been happening but all he could do was apologize for the inconvenience. He now said that he could not accept the documentation that I had to complete the claim. All he offered to do was to send the broken hard drive back.

Desired Settlement: I would like a refund, Toshiba certificate for equivalent replacement, or just a replacement of the same product.

Business Response: A TAIS representative was in contact with the customer on 12/27/2013. TAIS has apologized for any inconvenience. TAIS has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the customer per the standard limited warranty. In all cases, you are required to return the defective item, along with proof of retail purchase to Toshiba at your expense, within 30 days of the claim date.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The hard drive that I sent back has clearly been purchased.  The hard drive in the original box and packaging should be sufficient, but I also submitted the credit card receipt documenting the purchase from Staples.com.  I received this as a gift for Christmas from my brother-in-law and is obviously purchase.  How else would it be procured?  Not to mention how completely awkward (for both of us) it is to ask for proof of purchase because the gift they gave me for Christmas is broken after less than a year of use.

 
Not to mention that an apology is no acceptable for the multiple levels of failure of your Customer Service.  Not only did I waste hours on the phone with incompetent Customer Service Reps who barely spoke English, I also had to call and e-mail multiple times to find out the status of my Acclaim claim.  Besides the first e-mail I received asking for "proof of purchase" (which I timely e-mailed twice with no confirmation that you received my e-mail), I had to call and e-mail you about the status of my claim even after i was told that you were "looking into it" and would contact to me which you never did.  Only after my call and complaint about your CS rep in the Philippines who had no clue about anything that was going on and could not clearly communicate in English, did I receive a call an hour later from someone who finally told me that my Acclaim claim would not be accepted.  Why was I never contacted by you about the status of claim even after I was promised that you would?  Why was no confirmation of receipt of my documentation given?  Why did I have to waste so much time on the phone with Customer Service reps who did not help me at all and could barely speak English?
 
Maybe terrible customer service and not standing by your product is acceptable to you as a business, but as a consumer, it is totally unacceptable.  For the stated reasons, I reject your response and request fair compensation for the failure of your product (within the stated warranty period) and inadequate response, knowledge, and proficiency of your customer service. 

Regards,

***** ************



Business Response: A TAIS representative was in contact with the customer on 12/27/2013. TAIS has apologized for any  inconvenience. For a full refund the customer would need to contact the
reseller where the product was purchased to determine if the product is still within the return policy time frame. TAIS has advised the customer that if they're beyond the return policy of the reseller they'll need to go to www.acclaim.toshiba.com and fill out the forms and be able to provide a valid proof of purchase, without a valid proof of purchase we’re unable to assist the
customer per the standard limited warranty. In all cases, you are required to return the defective item, along with proof of retail purchase to Toshiba at your expense, within 30 days of the claim date. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 alredy filled out the required forms at the beginning of this process (in October) through Toshiba's Acclaim website.  I also returned the defective hard drive at at time and Toshiba Acclaim confirmed that they received the hard drive.

I reject this response because you clearly have not looked into this matter.  This is the same exact response that you sent me the first time.  Have you even read my complaint?  This is just another example of Toshiba's poor customer service and incompetence.  I even attatched the proof of purchase I had to the original post in this complaint.

Regards,

***** ************


Consumer Response: Better Business Bureau:

I would like to reject the offer of Arbitration for complaint ID *******.

 Regards,

***** ************

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Satellite laptop on February 6, 2013. The hard drive crashed on March 5, 2013. I called support and was able to get my hard drive replaced. However, my hard drive crashed again in January of 2014 and when I called support I was told it was no longer under warranty. After sending copies of my receipts in I was able to fix that issue and I had to pay to have my laptop shipped to be fixed a second time. After a couple weeks I got notice that there were damages to my computer that my warranty would not cover and they wanted $318.18 to repair my laptop. I called customer service and they claimed that the laptop had a cracked screen and water damage. I paid for my computer to be protected during shipping. The computer never had a crack or water damage when it left my care. I was told to contact Fed-Ex to file a complaint. Fed-Ex informed me that because my laptop was shipped under Toshiba's account(I paid Toshiba for shipping) they would have to file the complaint. I have called and left messages every day and received no answer. I sent an email explaining that the laptop only had hard drive issues when I sent it and asking for assistance in what to do. I finally sent an email asking for my computer back and they are sending it back. No one was willing to help me resolve my issue but they are willing to send it back unrepaired. I will never buy another Toshiba after this experience. I have been lied to, hung up on, and ignored. Not to mention the Hard drive crashing twice in a year. I am not hard on my computers, my 8 year old Toshiba works fine for it's age. The new laptops are junk.

Desired Settlement: I do not think there is anything that can be done to remedy these problems.

Business Response: A TAIS representative was in contact with our customer. TAIS received the customer’s unit on 02/19/2014 in our repair facility with a cracked LCD screen and liquid damage, which are out of scope of the warranty (out of scope meaning this is not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. The customer has received the unit unrepaired back from the depot via Fed Ex ************ (Wed 3/05/2014 3:21 pm). At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** ********



Business Response: A TAIS representative has been in contact with the customer. Currently TAIS is waiting for the customer to fax a picture of the damaged box the unit was delivered in. When the picture is received TAIS will contact the customer and discuss any options. The customer may contact us directly at ###-###-####. At this time we consider this matter closed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: December 2011, I purchased a Satallite *********** from ******* and paid about $400.00. The problem with my computer is that the hinge has come lose, it is coming up through the face of the computer and has created a large crack. I have only had the computer for two years.I have contacted toshiba about the problem twice but since my warranty is no longer valid, they could not help me. The cost they offered to repair the problem is nearly the price I paid for the computer.I understand a mass action lawsuit was filed and Toshiba settled and the suit was for Satallite *********** for the hinges, a model created a year before my own yet I am experiencing the same issue.

Desired Settlement: Requesting free repair, replacement or refund.

Business Response: A TAIS representative has made multiple attempts to contact our customer by telephone on the following 01/07/2014, 01/10/2014, 01/13/2014, and spoke with the customer on 01/10/2014.  For further look into the complaint, the customer will need to provide TAIS with a serial number for the unit .The customer can contact us directly by either e-mail **************************** or phone at **************. At this time we consider this matter closed until we hear back from the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 I received three calls and one message on 1/10/2014, I called back and I was told to provide the serial#, I was driving, the information request was listed in my complain.On 15th 2014, an email was sent to TAIS.


Regards,

******* ****** 

Business Response: A TAIS representative was in contact with the customer on 01/20/2014. TAIS has apologized for any inconvenience. TAIS has verified the correct serial number (*********) and has informed the customer the hinge settlement did expire in 05/2010. Being as the unit was purchased in 12/2011 and the Standard Limited Warranty expired in 11/30/2012, TAIS has informed the customer their unit is out of warranty with any further repairs and or technical assistance now being the responsibility of the customer. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The class action lawsuit was in 2010 for the same  computer and  two years later customs  are still experiencing the same issue, I guess I will have to seek legal assistance to start another major lawsuit 


Regards,

******* ****** 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hinge broke on Toshiba notebook that I bought less than a year ago, and the laptop is still on the warranty. I called the warranty service and phone representative told me notebook is still covered by the warranty and will be fixed at no charge if I ship the notebook to Toshiba Repair service. I completed repair order on line and next day Toshiba called me and told me that the hinges are not covered by the warranty but I can still ship it for them to inspect the damage and they will charge me for the repair.

Desired Settlement: Repair it at no charge.

Business Response:

Dear *****,

I just spoke with Mr. ****** regarding his complaint, *******.  He indicated to me he did not intend to file a complaint against ******   His issue was with the manufacturer of his laptop, Toshiba and their refusal to honor their warranty.  He stated he did not purchase any type of extended warranty product for his laptop.

 

Mr.  ****** did indicate he has made progress and Toshiba is currently working to repair his laptop under warranty.

 

Would you please have this complaint redirected and filed against Toshiba?

 

Kindest Regards,

 

*** ****

Compliance Coordinator

*****************      

***** ***** ******** *** ***** ********

******* * *** ********* ***** ********** ** *****

*************** I ******* I ********

Business Response: A TAIS representative was in contact with the customer on 02/18/2014. TAIS has apologized for any inconvenience and has informed the customer the depot
repairs everything or nothing. TAIS has resent the box to the customer but has explained the hinges are Out of Scope of the warranty (out of scope meaning this is not covered under the Standard Limited warranty). The customer will get a quote on the price to fix the broken hinge plus the technician may not fix the HDD until the hinge is fixed to avoid causing further damage. If the customer has any questions he may contact us directly at **************. At this time we
consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged an additional $49.95 more than what I was told I was going to be charged when speaking to a representative. I called Toshiba tech support for a recovery disc for my laptop. I was told that the cost of the disk was $29.95. I received a receipt for the cost of $29.95. On my credit card I was charged one charge of $29.95 plus an additional charge of $49.95. When speaking to the representative she did mention to me that she went ahead and enrolled with their basic tech support. They way she said it, I thought it was some type of free program. She never mentioned that there was a cost for this service nor did I ever receive a receipt for this it just appeared on my credit card. Toshiba's representative went about enrolling for a service I did not want, need nor was ever made aware of the charges for. This plus the lack of a receipt for this charge leads me to believe that this practice is nothing but a scam to get more money from their customers. My case number for this call is *********

Desired Settlement: I would like toshiba to stop the practice a enrolling customers in services that they did not request and not telling about charges that are going to be charged to their credit cards or ever providing them receipts for those services. Who knows how many people were charged the same way I was without ever even noticing. I also wanted to make the BBB aware of this scam.

Business Response: A TAIS representative was in contact with the customer on 02/22/2014. TAIS has apologized for any inconvenience. The Recovery Media (Order Number: *********) is Ready for Transport to USPS Wed, February 26, 2014 at 5:39 AM, Compton, CA, US. The media will be delivered to the customer in app. 3-5 business days. The refund of the tech support has been completed in the amount of $49.99 back to the customer’s credit card. The customer has been advised she will get the refund in the next billing cycle. At this time we consider this matter closed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Toshiba laptop 12/14/13 from Staples in *****. Paid $749 for a Toshiba S55 laptop. This was a gift for my son ******* who attends college at ERAU in Daytona Beach, Fl. Laptop had problems and would not operate. Went back to Staples within 30 days and would not honor any exchange as we did not purchase the extended service plan. Seems yop only have 14 days for any return. We were told to call Toshiba as their warranty would fix the problem. Service at Toshiba is HORRIBLE. You bare given a phone # that takes you to a Philippines call center who can not provide any help other than tell you that you should receive a call within an week. I asked to speak with a person in the USA and was given a bogus phone#. After several more call, I was able to reach a Megan in the US who again can not help do anything but update the system that I called and that she would have another person get back to me once they are able. I have tried several times to reach a supervisor but they continue to stifle any called by telling them they are unable to do that. Bottom line is my son has had his laptop for 2 months and it hasn't worked half of the time. Tech service from Toshiba is horrible and there is no way get anything resolved from the dozen or so phone calls I have made. It is extremely frustrating paying over $700 for a laptop and the product and service from Toshiba are terrible. The recent claim# with Toshiba is #14*********4 Serial# ********* 2nd time we are sending this laptop back for repairs. My son has been without his laptop and it is very difficult for him to do homework and research without it. The downtime has been excessive and Toshiba needs to make good on their faulty products.

Desired Settlement: Outsourcing to the Philippines is a big mistake and frustrating for any consumer with questions or problems with their computers. Service is just horrible and no one seems to want to help. Like dealing with robots. Toshiba needs to replace my computer and do it in a timely manor.

Business Response: A TAIS representative was in contact with our customer on 02/24/2014. TAIS has assisted the customer by sending them a box and a shipping label so they can send their unit into our special evaluation team for diagnostics of the computer at no charge to our customer. TAIS has informed the customer that depending on the outcome of the diagnostics the customer may be charged if a repair is needed, if a charge is necessary for the repair we’ll discuss this with the customer prior to any repairs so the customer has the choice whether to have the unit repaired or shipped back to them unrepaired.
Currently we’re waiting for the customers unit to be delivered to us. For a refund/exchange the customer would need to contact directly the reseller where the unit was purchased to determine if the unit is still within the return/exchange policy time frame.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Staples is telling me to go through the manufacturer for any problems past the 14 day return period and Toshiba is telling me to go through the retailer??  Why is there such a disconnect? The Toshiba warranty is good until 12/2015 so I have no idea why they would charge for repairs or send back a laptop that not working.  I have been in contact with Chanel 6 News and they are very interested in my situation.

 
Regards,

****** ********



Business Response:  

A TAIS representative was in contact with our customer on 02/24/2014. TAIS has assisted the customer by sending them
a box and a shipping label so they can send their unit into our special evaluation team for diagnostics of the computer at no charge to our customer. TAIS has received the unit on 02/28/2014 via Fed Ex tracking number (************). The status of the repair at this time is: (In work/pr: Parts received and ready to be installed). For a refund/exchange the customer would need to contact directly the reseller where the unit was purchased to determine if the unit is still within the return/exchange policy time frame.  At this time we consider this matter closed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is regarding my battery warrantee. I sent in my battery for a warrantee issue around dec 27 2013. However the battery I received as a replacement was defective/used. I realized it was defective because #1 The batter had 5% battery life when I put it in the laptop, and usually a new battery would be at 100% and #2 When the battery was fully charged, it only lasted 45 minutes till it died.As soon as I noticed this, I called Toshiba and told them to send me a NEW battery that isn't defective. They said it was too late. But I did not realize the problem immediately because upon using the laptop, I usually had it plugged in and didn't notice the problem just yet. They said that the complaint department would call me, but its been 2 weeks and they still haven't called. So I called into Toshiba again because of the lack of call. I spoke with ********(#****). She was very rude and her attitude was very aloof. I was being very calm and polite. I explained to her the problem and also told her that I was supposed to get a call from the complaint department but she acted very cold and disinterested. I then asked her to speak to her lead but she would not allow me to. I felt that ******** was being very difficult and was giving me a hard time. This is one of the worse customer service I have ever dealt with.

Desired Settlement: I am simple; I would just like a replacement battery for one that is brand new and not defective.

Business Response: A TAIS representative was in contact with the customer on 02/27/2014. TAIS has apologized for any inconvenience. TAIS has offered to provide the customer with a one-time goodwill battery for the unit. The customer has accepted and the order desk will be sending out the battery via UPS. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

**** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba computer in 9/13 and in December, I routinely turned on my computer and the screen had lines as a display. There was also a black smudge like spot on the side of the screen. There were no visible cracks on the screen. The screen nor computer has never been dropped or damaged in any way. I called Toshiba's Technical support and the service was horrible. I was on the phone with them for over 2 hrs. I was placed on hold for long periods of time and disconnected. I constantly had to call back. I was told if I got disconnected someone would call me back but they never did. One customer service rep transferred me to a department where I was on hold for 40 minutes. I hung up and called back and I was told that the dept I was transferred to was closed and had been for a few hrs. I was never given any help or answers. I just keep being told "don't worry" numerous times and was placed on hold. Finally I was told that my computer was covered under warranty and to send the computer back to their depot which I had to pay for shipping. I didn't think that was fair since it was under warranty and I had been waiting on hold, transferred and hung up on for 2 hrs. I send the laptop back and get a very rude call from their Depot saying there was a crack in the screen that was not covered. I told them their was no visible crack. They said it was behind the LCD so therefore it wasn't covered. Their picture showed they didn't cover visibly cracked screen - They said nothing about cracks within the device you cannot see. From their picture and warranty it showed cracks one can see, or damage you put on the device. My issue was not like that. It is clear I did not cause the crack. This was my 2nd laptop by Toshiba with Screen issues. The first time, (8 yrs ago) it was covered and fixed. Because it is clear I did not damage the device and it is under warranty (it's only 4 months old) they should replace free of charge as it is a defect and internal LCD cracks shouldn't just happen.

Desired Settlement: I want the Screen replaced free of charge. It is obvious that I didn't crack the screen, damage or alter the laptop in any way. They said I must pay $265.05 to have them fix it.Prior to this the Cust Service Rep I was told over the phone that my issue WAS covered under warranty, when I finally spoke to someone from Toshiba's Tech Support. I was trying to ask questions and be thorough and all I was told is "no worries, no problem, stop worrying" and "it is under warranty" we'll take care of it.

Business Response: A TAIS representative was in contact with our customer on 01/06/2014. TAIS has apologized for any inconvenience and has informed the customer TAIS received the customer’s unit on 12/31/2013  in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope of meaning it’s not covered under the Standard Limited Warranty). TAIS has informed the customer that the cost of the repair and the shipping is their responsibility. The unit is being sent back to the customer unrepaired, being as the customer has declined to pay for the repair, under Fed Ex tracking number ************ .  Estimated delivery : Wed 1/08/2014.  At this time we consider this matter closed

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 grossly unfair that this company does not stand behind their product. They provided horrible customer service and I was constantly given wrong information. On Monday, Jan 6th, I even received a voicemail from their depot center that they fixed my computer and were sending it back to me. When I called them. I called them back and the same person who left me the message told me that they didn't fix it. I asked her why was I sent an email AND voicemail from her that it was fixed when in fact it was not. She told me that she didn't really check to see if it had been done. She just assumed. How could she assume when last week on Thursday, she tells me that they were not going to cover it under warranty and fix it. This company is misleading and they are only into selling poor products and making money. I paid for their computer, had it for 3 months and now I cannot use it. The crack was behind the screen where it is not visible and I should not be made responsible for it. I did not damage the product. I called them back on Monday and was given no compensation, no help at all.  I am out of a computer, shipping fees and no money for repairs or to get another computer. That was my computer I used for work.  And my only option is to walk away? I was not treated as a valued customer or even with respect from the first day I called them for help on 12/12. And nothing can be done about it?

Regards,

****** ******



Business Response: A TAIS representative was in contact with our customer on 01/06/2014. TAIS has apologized for any inconvenience and has informed the customer TAIS received the customer’s unit on 12/31/2013  in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope of meaning it’s not covered under the Standard Limited Warranty).  “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 service providers, use outside of the environmental or operating parameters, or use with incompatible third party products.” The cracked LCD screen is physical damage (meaning something physically happened to the LCD screen causing the internal crack. TAIS has informed the customer that the cost of the repair and the shipping is their responsibility.  As is stated in the Standard Limited warranty, The unit is being sent back to the customer unrepaired, being as the customer has declined to pay for the repair, under Fed Ex tracking number ************ .  Estimated delivery : Wed 1/08/2014.  At this time we consider this matter closed

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 a 3 month old product that doesn't work. This is money thrown away. I still do not feel this is fair. They provided poor phone service, they didn't fix the product and I've gotten no support or compensation.

Regards,

****** ******



BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

3/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba external hard drive (*******-1EXB) about a year ago. It will no longer turn on. When I went to the Toshiba website to utilize the 3 year warranty offered with the hard drive, I found that it was impossible to use their warranty if my address is an APO address.I chatted with Toshiba support and they told me that I would need to change my address. No where in the warranty does it say that it's limited to certain shipping addresses.This is not an acceptable practice. Toshiba sells hard drives on US military bases around the world. If they need to honor their warranty in these locations as well.

Desired Settlement: The Toshiba website says that this drive is not eligible for a replacement. The website offered a $170 coupon instead. I would accept this as a valid resolution to this situation.

Business Response: A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any inconvenience and has informed the customer the shipping courier used does not ship to APO or AFO addresses. When the customer goes to the Acclaim website, he can put in an address (other than the APO address) and that will generate the coupon code. When the customer receives the coupon code, he will then be able to contact Toshiba Direct and order the replacement external hard drive. If the customer has any questions or concerns they are welcome to contact us directly at ###-###-####. At this time we consider the matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I followed the instructions provided by the company.  No coupon code was generated.  Please issue a refund if you are not going to honor your warranty.  No where in the warranty does it state that I must be able to receive packages from UPS or Fedex.  You sell the product where I live, you should also honor your warranty here.

Regards,

***** ********



Business Response: A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any inconvenience and has informed the customer the shipping courier used does not ship to APO or AFO addresses. When the customer goes to the Acclaim website, he can put in an address (other than the APO/AFO address) and that will generate the coupon code. When the customer receives the coupon code, he will then be able to contact Toshiba Direct and order the replacement external hard drive. If the customer has any questions or concerns they are welcome to contact Acclaim at ###-###-#### for any assistance.  At this time we consider the matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 done as Toshiba asked and have not received a refund as of yet.  Please issue a refund so I can close this BBB complaint.

Regards,

***** ********



BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July I purchased a Toshiba ********* ********* laptop. The first time that I used the DVD drive to burn a DVD, which was in October, it failed. The first technical support person that I spoke to, *******, wanted to "fix" the laptop by erasing the hard drive. I declined. I insisted to speak with a manager. At that point I was referred to a more competent tech, ***** *** ******. He was able to confirm that the DVD drive suffered mechanical failure. His suggestion was to have the laptop mailed to a service center for repair. I would be without the laptop for a minimum of 7-10 days and probably much longer when shipping time is considered. This was not acceptable to me and I wanted to have a replacement part sent to me. He was not authorized to approve this and referred me to a case manager, *****. She also refused to have the part sent to me. I asked to be forwarded to a manager who had authority to deal with this situation. She told me that no claims passed her desk and later hung up on me. Despite her sickeningly sweet voice, she was extremely rude to me. In my view Toshiba's warranty is a scam. By insisting that the customer return the laptop to a service center they make it very inconvenient for the customer to actually use the warranty. Toshiba's case # for this is ************. Product_Or_Service: Laptop

Desired Settlement: Replacement I would like a replacement DVD drive mailed to me. This would actually be cheaper for Toshiba then their suggestion of mailing the whole laptop to them, replacing the drive, and then mailing it back. It also saves them the minimal tech time it would take to remove and reinstall the DVD drive.

Business Response: A TAIS representative was in contact with our customer on 10/28/2013. TAIS has apologized for any inconvenience and has informed the customer for warranty coverage we would need to send the unit to our repair facility. If the customer would like to do so, they may contact Tech Support 24/7 at **************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 laptop that I purchased had a defective DVD drive. I have requested that Toshiba send me a replacement DVD drive. Their Customer Support has refused to mail me a replacement. In their response Toshiba is merely repeating the position of their Customer Service department. This defective part is covered by the warranty on the laptop. Yet they continue to refuse to supply a replacement part. They are insisting that I mail them the laptop to have the part replaced. This would leave me without the laptop for a minimum of 7-10 days and probably much longer. This is a ploy on Toshiba's part to make it very inconvenient for the customer to actually receive warranty service. Once again I am requesting that Toshiba mail me a replacement for the defective DVD drive. 

Regards,

****** ********



Business Response: A TAIS representative was in contact with our customer on 10/28/2013. TAIS has apologized for any inconvenience and has informed the customer for warranty coverage we would need
to send the unit to our repair facility. The hard drive, a/c adapter, power cord and battery are the only replaceable parts of the unit by the customer.  Any other parts that are not replaced by an ASP or Toshiba depot would be considered as voiding the warranty. If the customer would like to do so, they may contact Tech Support 24/7 at ************** to set up a warranty repair.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba does not dispute the facts in this complaint. Specifically:

·       - That the laptop that I purchased had a defective DVD drive;

·        -That when I contacted Toshiba Support to resolve the issue, before trouble shooting the problem their tech wanted to return the hard drive to its out of box condition, which would have been a major inconvenience to me;

·       - That a second tech confirmed that the DVD drive had a mechanical failure. Erasing the hard drive would not have fixed the problem.

·       - That Toshiba has refused to mail me a replacement DVD drive. Customer Support refused twice, and they have refused in their two previous responses to this BBB complaint.

Toshiba is consistently making it extremely inconvenient for a customer to obtain a warranty repair. They are insisting that the laptop be returned to their service center which would result in my being without the laptop for a minimum of 7 to 10 days and probably much longer. I also run the risk that one of their techs will first erase the hard drive, as the first tech wanted to do prior to doing any troubleshooting. In their last BBB reply they even threatened to void the remainder of my nearly worthless warranty.  

Before contacting the BBB, twice I posted my experience on Toshiba Forums, hoping that moderator might intercede on my behalf. Both times the post was removed within hours. Toshiba clearly does not want this information to be available to potential customers.

If Toshiba continues to refuse to mail me a replacement DVD drive I request that the BBB leave this as an unresolved complaint so that potential customers may learn from my experience. 

Regards,

****** ********

Business Response: A TAIS representative was in contact with our customer on 10/28/2013. TAIS has apologized for any inconvenience and has informed the customer for warranty coverage we would need to send the unit to our repair facility. The hard drive, a/c adapter, power cord and battery are the only replaceable parts of the unit by the customer.  Any other parts that are not replaced by an ASP or Toshiba depot would be considered as voiding the warranty. If the customer would like to do so, they may contact Tech Support 24/7 at ************** to set up a warranty repair.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba does not dispute the facts in this complaint. Specifically:

-That the laptop that I purchased had a defective DVD drive;

-That when I contacted Toshiba Support to resolve the issue, before trouble shooting the problem their tech wanted to return the hard drive to its out of box condition, which would have been a major inconvenience to me;

-That a second tech confirmed that the DVD drive had a mechanical failure. Erasing the hard drive would not have fixed the problem.

-That Toshiba has refused to mail me a replacement DVD drive. Customer Support refused twice, and they have refused in their three previous responses to this BBB complaint.

Toshiba is consistently making it extremely inconvenient for a customer to obtain a warranty repair. They are insisting that the laptop be returned to their service center which would result in my being without the laptop for a minimum of 7 to 10 days and probably much longer. I also run the risk that one of their techs will first erase the hard drive, as the first tech wanted to do prior to doing any troubleshooting. In their last BBB reply they even threatened to void the remainder of my nearly worthless warranty.  

Before contacting the BBB, twice I posted my experience on Toshiba Forums, hoping that moderator might intercede on my behalf. Both times the post was removed within hours. Toshiba clearly does not want this information to be available to potential customers.

If Toshiba continues to refuse to mail me a replacement DVD drive I request that the BBB leave this as an unresolved complaint so that potential customers may learn from my experience.

Regards,

****** ********

Business Response: A TAIS representative was in contact with our customer on 10/28/2013. TAIS has apologized for any inconvenience and has informed the customer for warranty coverage we would need to send the unit to our repair facility. "Toshiba Notebook Depot Service ++This service option will be available for the duration of your limited warranty period". The hard drive, a/c adapter, power cord and battery are the only replaceable parts of the unit by the customer. Any other parts that are not replaced by an ASP or Toshiba depot would be considered as voiding the warranty. TAIS has offered to provide a warranty repair for the unit, but the customer has declined. If the customer would like to do so, they may contact Tech Support 24/7 at ************** to set up a warranty repair. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba continues to restate its position. Which I do not accept. I request that the BBB leave this as an unresolved complaint so that potential Toshiba customers may learn from my experience.

Regards,

****** ********



Business Response: A TAIS representative has been in contact with our customer. TAIS has apologized for any inconvenience and has informed the customer for warranty coverage we would need to send the unit to our repair facility. “Toshiba Notebook Depot Service ++ this service option will be available for the duration of your limited warranty period”. As stated in the Standard Limited Warranty, the hard drive, a/c adapter, power cord and battery are the only replaceable parts of the unit by the customer.  Any other parts that are not replaced by an ASP or Toshiba depot would be considered as voiding the warranty, as is stated in the Standard Limited Warranty.  TAIS has offered to provide a warranty repair for the unit, but the customer has declined. If the customer would like to do so, they may contact Tech Support 24/7 at ************** to set up a warranty repair.  At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba continues to refuse to mail me a replacement for the defective DVD drive that was supplied with my laptop. I appear to be dealing with an automated response from Toshiba. I request that the BBB leave this as an unresolved complaint so that potential Toshiba customers may learn from my experience.



Regards,

****** ********

Consumer Response: Better Business Bureau:

I would like to reject the offer of Arbitration for complaint ID *******.

I live on the USEC and your offices are located on the USWC. It is not practical for me to make a trip to the USWC for arbitration. And, after reading the text of the other complaints against Toshiba, it is highly unlikely that they would agree to arbitration.

Toshiba continues to refuse to send me a replacement DVD drive for the defective drive that was supplied with the laptop. They continue to say that the DVD drive is not one of the parts that is replaceable by the user and that it must be returned to them to be replaced. BUT when asked if I could purchase a replacement drive they referred me to their affiliated parts supplier who would SELL me the replacement drive for me to install myself. This is further proof that Toshiba’s warrantee is virtually worthless.  In addition, Toshiba’s parts supplier wants $175 plus shipping for the DVD drive, whereas a generic drive can be purchased for less than $50 from other sources. The difference is that the generic drives have a rectangular shape that does not follow the exterior sloped contour of the laptop case. In addition to having a worthless warrantee, Toshiba evidently tries to overcharge their customers on replacement parts. Not a good company to do business with.

I have repeatedly requested that my complaint be listed among the outstanding complaints against Toshiba. However, after going through all the complaints, both open and closed, listed on the BBB web site, mine is not included. Again I request that it be added to the unresolved complaints. The following is a summary of the complaint that was prepared at the request of your offices and sent to you on January 23, 2014.



 Regards,

****** ********

Complaint ID# *******

 

In July I purchased a Toshiba Satellite P75-A7200 laptop. The first time that I used the DVD drive to burn a DVD, which was in October, it failed. The first technical support person that I spoke to, *******, wanted to "fix" the laptop by erasing the hard drive. I declined. I insisted to speak with a manager. At that point I was referred to a more competent tech, ***** *** ******. He was able to confirm that the DVD drive suffered mechanical failure. His suggestion was to have the laptop mailed to a service center for repair. I would be without the laptop for a minimum of 7-10 days and probably much longer when shipping time is considered. This was not acceptable to me and I wanted to have a replacement part sent to me. He was not authorized to approve this and referred me to a case manager, *****. She also refused to have the part sent to me. I asked to be forwarded to a manager who had authority to deal with this situation. She told me that no claims passed her desk and later hung up on me. Despite her sickeningly sweet voice, she was extremely rude to me. In my view Toshiba's warranty is a scam. By insisting that the customer return the laptop to a service center they make it very inconvenient for the customer to actually use the warranty. Toshiba's case # for this is ******-*****.

 

Toshiba does not dispute the facts in this complaint. Specifically:

-That the laptop that I purchased had a defective DVD drive;

-That when I contacted Toshiba Support to resolve the issue, before trouble shooting the problem their tech wanted to return the hard drive to its out of box condition, which would have been a major inconvenience to me;

-That a second tech confirmed that the DVD drive had a mechanical failure. Erasing the hard drive would not have fixed the problem.

-That Toshiba has refused to mail me a replacement DVD drive. Customer Support refused twice, and they have refused in their five responses to this BBB complaint.

Toshiba is consistently making it extremely inconvenient for a customer to obtain a warranty repair. They are insisting that the laptop be returned to their service center which would result in my being without the laptop for a minimum of 7 to 10 days and probably much longer. I also run the risk that one of their techs will first erase the hard drive, as the first tech wanted to do prior to doing any troubleshooting. In their last BBB reply they even threatened to void the remainder of my nearly worthless warranty. 

 

Before contacting the BBB, twice I posted my experience on Toshiba Forums, hoping that moderator might intercede on my behalf. Both times the post was removed within hours. Toshiba clearly does not want this information to be available to potential customers.

 

If Toshiba continues to refuse to mail me a replacement DVD drive I request that the BBB leave this as an unresolved complaint so that potential customers may learn from my experience.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bad touchpad i sent in my laptop because of bad touchpad..touchpad would click off on its own while moving.and click&hold would also happen while just moving cursor..i got laptop back but same issue..repair invoice just mentions operating system was restored..issue is not fixed

Desired Settlement: either fix it or replace laptop w/ equivalent laptop.. Repair Order Summary Repair Order Number: TC-10429010 Ship Method: Customer Self-pack / Self-ship Computer Model: Satellite L55-A5226 Model Part Number: PSKLAU-01200E Serial Number: ********* l55 series seems to have common trackpad/touchpad issue on amazon http://www.amazon.com/Toshiba-L55-A5284-15-6-Professional-Laptop/dp/**********/ref=******************************

Business Response: A TAIS representative was in contact with our customer on 02/13/2014. TAIS has apologized for any inconvenience and has offered to provide a service work order for the customer to ship their unit to our VIP service for diagnostics and repair in accordance to the warranty. Currently the customer is waiting for the box to arrive to ship the unit in to our engineers. At this time we consider this matter closed.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After spending over $1,900.00, I am very disappointed with the Toshiba 50HP66 50inch TheaterWide Plasma HDTV that I purchased and Toshiba's customer support. According to both service centers whom Toshiba referred said, "The TV has a defective panel which is why the TV stopped working, and that it would be more economical to replace the TV." I have contacted Toshiba and they have refused to do anything to help resolve this issue even though the problem is caused from a defective part in the TV. I invested more money on this TV because I believed that Toshiba produced quality products, this has not been my case. I have a defective TV. Toshiba should be held responsible for replacing or repairing the TV.

Desired Settlement: I would be very pleased if Toshiba repaired or replace the television.

Business Response:
A TAIS representative was in contact with our customer on 02/10/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 2/14/2008, according to the information given by the customer as the TV was purchased 02/14/2007. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Oct 27, 2013, I purchased a Toshiba Satellite P50 laptop from Toshiba Direct. It arrived on Nov 8, 2013. I soon noticed that the mouse touchpad was not functional, and that any attempt to update the graphics card driver would cause the computer to crash and bluescreen with the same error messages repeated (driver_power_state_failure, video_dxgkrnl_fatal_error, whea_uncorrectable_error, system_thread_exception_not_handled). The computer has never worked properly, but at first, I assumed that this was merely a software issue that could be easily repaired. As a student, I was in the middle of midterms and I did not have the time to fully pursue the issue, although I did call into Tech Support as early as Nov 19. Over winter break, I called in again to tech support, but as that was unsuccessful, I decided to go through with sending it back to Toshiba's repair depot in Indiana using the Microsoft Store's "Warranty Concierge" service. The first time the laptop went there, the technicians replaced the hardware of the touchpad, which fixed that issue, and reinstalled the operating system, which was unable to resolve the system crashing/bluescreen issue. The computer was shipped out a second time, when the technicians replaced the hard drive, which also did not resolved the bluescreen issue. The third time, although a Toshiba case manager told me I was qualified to send the computer to Toshiba's VIP California facility, the repair order told Microsoft to send it back to the lower-level facility in Indiana. A customer support agent rudely informed that they were unable to cancel or redirect this order, and that I had no choice but to wait for the Indiana facility to attempt to repair it again and send it back to CA (adding another 3 weeks' delay) before it could be sent to their CA facility, where the technicians are actually qualified to declare it unrepairable. Indiana has twice been unable to repair the computer; how many more times must it be sent there? Is Toshiba trying to wait out my warranty?

Desired Settlement: I want a full refund of the purchase price ($1,059.99). It's been three months, the computer has never worked properly, and Toshiba has been unable to repair it. I bought a computer, not a customer service hassle. If that is not possible, I would like an immediate working replacement of the same model of computer, as the warranty states. Enough is enough.

Business Response:  

A TAIS representative was in contact with our customer on 02/13/2014. TAIS has apologized for any inconvenience and has offered to provide a service work order with our VIP service for diagnostics and repair in accordance to the warranty. The customer has accepted the repair. Currently we are waiting for the customer to receive her unit from the Microsoft concierge. At this time we consider this matter closed.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a toshiba laptop during the summer of 2013. In September 2013 the laptop harddrive crashed. When I brought it back to the staples retailer I purchased it from they said they sold me a computer with a faulty hard drive and to call toshiba. When I called Toshiba they were less then helpful saying that they often manufacture computers with bad hard drives but that they would send me a box to mail it back in. 6 months later I am still waiting for this box. I called again to get my computer fixed and this time they told me that I would have to pay for the shipping and handling even though I had not used the product and had been waiting since September 2013 for the box promising. They claimed their is no human error on behalf of Toshiba and they do not have adequate customer service, they blame the consumer for their faults.

Desired Settlement: Please inform other consumers that Toshiba sells faulty computers to make a profit. They do not care about their customers.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I feel ripped off. I understand that computers do not last forever, but this is crazy. I purchased this laptop less than 18 months ago and the only thing I use it for is to log into my work computer using gotomypc.com. The amount of usage on this computer in 18 months was no more than 80 hours.The ethernet or wifi card has not worked since I originally purchased the equipment, but found workarounds online for others that had purchased the same computer. When I moved, I was attempting to setup the new wifi and the computer blue screened on me. I restarted the computer in safe mode, but could not get it to reboot. I contacted Toshiba and they said for a cost of $131 I could ship it back to them and they could diagnose and fix the problem. They sent me this quote: All RepairsParts (solid state hard drive) & bottom base $528.00Labor $65.00Shipping & Handling $30.00Total $623.00 Sincerely, Toshiba Repair ServicesHow does a hard drive with such little usage go bad? I rarely used this and when I did I used it to get onto my work computer. This computer should have lasted for years!...and the resolution is to pay $131 plus $623 plus taxes?? That is close to what I originally paid for the unit.

Desired Settlement: Look, I am not looking for freebiesI just dont feel this is fair to have to pay this kind of money for a hard drive that I assumed faulty to begin with assuming I run no applications on this.I would desire that Toshiba fix this issue at their cost and I will pay for shipping if need be.I understand the purpose of a warranty, however, there are assumptions made with that warranty terms of the hours it should run properly and if investigated you will see mine was not run often.

Business Response: A TAIS representative was in contact with our customer on 02/11/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 10/11/2013; per the customer informing TAIS of the purchase date of 10/11/2012.  Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This does not satisfy me.  They originally sold me a defective product and are not standing behind it.

Regards,

**** ******



Business Response: A TAIS representative was in contact with our customer on 02/11/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 10/11/2013; per the customer informing TAIS of the purchase date of 10/11/2012.  Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” The customer has not called with any repair requests during the one year Standard Limited Warranty. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two Toshiba Qosmio X870 laptop computers. I picked them up in December 2012 and with about 6 months both computers had hard drive (SSD) failures. After waiting about 2 months for the repair work to occur on both computers, I received them back with new SSD drives. The second computer was fixed and I picked it up at the repair shop in August 2013. Today, for the third time, my Toshiba Qosmio X870 had a hard drive failure. The one that failed was the one I got back in August 2013. I called Toshiba and they said that the computer is not under warranty anymore. The new SSD drive lasted about 7 months from the date I received it and it's not under warranty anymore? Having 3 failures in just over a year is unacceptable.

Desired Settlement: I would like my money back since they do not make quality products. The headache of having a laptop fail this many times is unacceptable.

Business Response: A TAIS representative was in contact with our customer. The first time the customer called into TAIS for assistance was 02/11/2014; previously the customer had taken the unit to an ASP on 07/19/2013 with a repair being set up the same day. The next time the customer called into TAIS since the repair was on 02/11/2014. TAIS advised the customer that considering that the warranty expired on 12/20/2013 the customer was informed that any repairs and or technical assistance is now their responsibility. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Other than the fact that two computers I bought from Toshiba in December 2012 had SSD hard drive failures within the first few months of ownership, and that one of the computers had two SSD hard drive failures within 14 months of ownership, the fact of the matter is that the computer I received with the new SSD drive some time in late July or August 2013 allowed for a warranty on the new SSD hard drive of less than 5 months.  Many manufacturers provide 3 to 5 year warranties on their SSD drives, so why does Toshiba only allow for 5 months?   Toshiba should not be allowed to sell products in the United States if they refuse to stand behind products that don't even last a reasonable amount of time.
**** ********



Business Response: A TAIS representative was in contact with our customer. The first time the customer called into TAIS for assistance was 02/11/2014; previously the customer had taken the unit to an ASP on 07/19/2013 with a repair being set up the same day. The next time the customer called into TAIS since the repair was on 02/11/2014. TAIS advised the customer that considering that the warranty expired on 12/20/2013 the customer was informed that any repairs and or technical assistance is now their responsibility. If the customer has any type of question concerning the repair from the ASP (CPU Computer Repair) they would need to contact them directly at ###-###-####.At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba laptop on 02/22/2013, serial number *********. It has 1 year parts/labor warranty. After 9 months battery stopped working completely, so I called up Toshiba Repair and asked them to send a new battery. The order number was ZK259400-TAIS-CSS and RMA# *******. They sent a new battery on 11/20/2013 which I received on 11/25/2013. Toshiba asked me to send the old battery in 30 days failing which they will charge me $101.60 for the new battery, and I have to call them to refund $101.60 after 30 days. I sent them the old battery on 12/19/2013 which they received on 12/27/2013. So the battery was sent before 30 days was due, but they said that they received it after 30 days, so they charged me $101.60 on my credit card.When I called them to refund $101.60, they shuffled me to different customer service representatives for 2 hours and finally refused to refund me $101.60, though they promised me when I started the RMA process that they will refund me the battery price if I called them after 30 days.

Desired Settlement: I would like to get the refund of $101.60 since I returned the old battery to Toshiba.

Business Response:
A TAIS representative was in contact with the customer on 02/04/2014. TAIS has apologized for any inconvenience and has informed the customer the defective battery was returned after the thirty day period, (original order date (11/20/2013) resulting in the pending charge, $101.60, not being released. The defective battery was received via UPS tracking number ****************** at Flextronics on 12/27/2013 9:30 A.M. which was 7 days past the allotted time frame for the return. At this time we consider this matter closed. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The reason I am not happy with the response is

1) I received the battery on 11/25/2013 and sent it on 12/19/2013, which was within the 30 days time frame. It's not my fault that Toshiba provided me with the cheapest return label that took 8 days for the battery to reach them. If they would have provided with next day return label, they would have got the battery on 12/20/2013 itself.
2) The Toshiba customer representative whom I talked to on 11/20/2013 has assured me that if it took more than 30 days to return the battery, then if I call them back then they would refund me the $101.60 charged on my card.
3) At the end of all this, I was caused inconvenience because Toshiba supplied me with a  defective battery.  I called them, got the new battery and they got the old defective battery back finally.
  I see no reason that they should hold on to my $101.60 just because of a technicality in how they count the number of days.
Regards,
******** *******



Business Response: A TAIS representative was in contact with the customer on 02/04/2014. TAIS has apologized for any inconvenience and has informed the customer the defective battery was returned after the thirty day period, (original order date (11/20/2013) resulting in the pending charge, $101.60, not being released. The defective battery was received via UPS tracking number ****************** at Flextronics on 12/27/2013 9:30 A.M. which was 7 days past the allotted time frame for the return. There is no documentation on 11/20/2013 stating the customer would be refunded if the battery was sent back after the thirty days.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company charges my card for 11013.37 and wants another phone number witch I do not have other than my # ************.The people in the *********** will not let me talk to a manger or supervisor they say no and hang-up. If you cannot help me I will have to go to court because I do not trust them I call the Corporate Office they said that they do not have anything to do with that part of the company go figure.Thank you very much ****** ***********

Desired Settlement: i just want what i order and nothing more

Business Response: The customer has been in contact with Toshiba Direct with the order place, verified, and released. The customer emailed Toshiba Direct on 02/03 and was advised the order was scheduled to ship on 02/04/2014. The order did ship on 02/04/2014 under FedEx tracking #*************** and is showing it was delivered on 02/07/2014. The customer has received the product.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/14/13 I purchased a Toshiba laptop ********* *********** On 10/18/13, I contacted Toshiba because the monitor went out. I shipped it to Toshiba for repair and I paid $23.85 to ship it to them. The laptop was shipped back to me on 11/6/13. On 11/22/13, I contacted Toshiba because the monitor went out again. This time they sent me a pre-paid shipping label and I shipped it to Toshiba for repair. The laptop was shipped back to me on 12/7/13. On 2/7/14, the monitor on the laptop went out again. I contacted Toshiba and talked to customer service manage **** ID#******. He informed me that I was out of warranty but he could help me because it was just by a few days. I told him this is the 3rd time with the same problem. I use this laptop for my real estate business. I need a reliable computer and want a refund. He said no refund. He would authorize a repair at their VIP repair facility for enterprise customers. I said I would accept that and asked what would happen if the monitor went out again. He wouldn't answer me. I said if it's the same problem they should take care of it because they still havent fixed the original problem. I said at this point they should at least offer an exchange. I need some reassurance that after I get this computer back, that this reoccurring problem would still be taken care of, but he could not answer me. So I said if it happens again, I'll have to have the better business bureau help me if they won't. He said that would be fine and gave me the address to ship the laptop to the VIP repair center. Then he told me I would have to pay for shipping. I told him I wasn't going to pay for shipping. That if it was fixed properly to begin with, I wouldn't have to send it to them. That they paid for it last time, why not this time. He said last time the screen went out in less than 2 weeks. This time it has been 8 weeks which was too long and he wasn't going to cover the shipping. I told him to forget it, I was contacting the BBB to resolve this.

Desired Settlement: I would like a refund to purchase a reliable computer of a different brand for my real estate business. If this is not possible, then I would take an exchange for a new (not refurbished) laptop, of a different model, of equal or greater features with 1 year service and repairs warranty and 1 year tech/phone support coverage.

Business Response:
A TAIS representative was in contact with the customer on 02/17/2014. TAIS has apologized for any inconvenience and has offered to provide a one-time out of warranty courtesy repair for the customer with the customer declining this offer. It is the responsibility of the customer to pay for the shipping as stated in the Standard Limited Warranty. The customer’s warranty has expired as of 02/14/2014.  The customer was informed any further repairs or technical assistance is now their responsibility. At this time we consider this matter closed. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ******

Business Response: A TAIS representative was in contact with the customer on 02/20/2014. TAIS has apologized for any inconvenience and has offered to provide a one-time out of warranty courtesy repair for the customer. TAIS has set up the work order with the customer receiving a courtesy box via *** ** for the repair. At this time we consider this matter closed. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incompetence of tech support personnel. Paid $160 for support and 8 techs still can't fix problem! Satellite p870 SN: ********* purchased May 31, 2013. Case #******-****** AND 140111-002368. Talked with ****** when photo tile not working. After her, iTunes wouldn't download drivetrain to restore a crashed iPhone. Win spent hours on trying to fix that. Said it was an apple problem. After Win , I had list software to my external drive! He told me if apple couldn't fix iTunes, to call toshiba back and may have to restore system! Can't backup because of missing software!! Called Tishiba again. Incompetent female tech. I finally told her goodbye and calked back and got ****/****. He seemed lost and began manually backing up my files to external drive! Still in process of backing up as I write! I want my $160 back and my $1,000 I paid for computer!!!

Desired Settlement: I want refunded for tech support and for computer and Toshiba to know their tech people are incompetent.

Business Response: 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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Issue with my new laptop isn't covered under warranty by a week and due to policy they either won't or can't cover it Latest on my laptop issue - apparently it's not covered under warranty by a week and due to policy they either won't or can't make an adjustment or cover it. Issue is with Motherboard (hardware) as well as labor costs which shouldn't need to be replaced within a few weeks after purchase from Toshiba.com. As I need a functional computer for my teen son, I'm going to pay to get this done but would hope to get credit back to my account. I'll never buy a Toshiba product again and will let all my friends and family know of this issue. I spoke with a case worker who also wasn't helpful

Desired Settlement: Credit for work I'm paying to have done as well as extended warranty in case work doesn't fix the laptop

Business Response:
A TAIS representative was in contact with our customer on 01/15/2014. TAIS has apologized for any inconvenience TAIS received the customer’s unit on 01/10/2014 in our repair facility with a BIOS Password repair, which is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). TAIS had informed the customer that the cost of the repair is now their responsibility. The customer has received the unit back repaired under the Fed Ex tracking number (************). As far as any extended warranty, all repairs have a 30 day guarantee from the date of completion. At this time we consider this matter closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been dealing with my TOSHIBA Satellite L505-ES5018 last 3-4 years.Ever since I purchased brand new ( not refurbished, not floor unit) laptop from Best Buy adding extra insurance on this, I have not been able to use it much. As a matter of fact it has been in service more than I've had it. After few months the screen started flickering. Best Buy qeek squad was trying to repair it. They were not able to figure out when does the flickering exactly occur and couldn't find what could cause it. They ended up switching out the mother board. The problem kept occurring. It was in and out of Best Buy Geek Squad several times. Apparently it was not the Mother Board that caused it. By that time I had ran out of my Best Buy warranty and they asked me to turn to the manufacturer since I still had their warranty. The same game started again just that now I had to ship my laptop out for repair. We shipped it back and forth several times because the service guys couldn't duplicate the problem. I ended up recording it with my camera and sending the video to them. I needed my laptop badly( that's why I purchased it originally, right) so every time it was gone I was "disabled". I couldn't work, I couldn't do my school work, I couldn't keep in touch with my family overseas. Anyways, when they were able to duplicate the problem, they said the problem was LCD screen and they changed it out with a refurbished one. As soon as I received the computer back, it worked for one day and then the entire screen turned black. I shipped it back to Toshiba, got a call that it was out of the warranty and received my laptop back IN PIECES ... the screen was taken apart like someone was going to fix it but then stopped. Needless to say this computer hasn't been working AT ALL ever since. I cannot afford to buy new laptop every few months but this is unacceptable. Also ,when trying to reach out to them with this issue again, I received reply with the phone number that keeps directing me to their website.

Desired Settlement: I need either new working laptop ( I will not wait until this one gets repaired any more. I don't understand why should I get punished with this when paying the full price for new item and getting their piece of s... ) or my money back. At the time of purchase ( 2010 ) this laptop was around $600. I do not have this kind of money to throw around just like that.All I ask is understanding my problem and get what I paid for. I am sorry it came to this. Thank you

Business Response: A TAIS representative was in contact with our customer on 02/04/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 02/16/2011. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have called Toshiba on more than one occasion since buying my laptop in June. The first time I called them it was because I have pixels out on my screen. They told me there was nothing they could do. Today I called them because 2 out of 3 USB ports are not working. After talking to two technicians and a supervisor my computer now has more issues wrong with it then when I began. I told the supervisor that none of the trouble shooting techniques the others used worked and that I wanted it fixed as in accordance with my warranty. They are not willing to have me send it in to be fixed as they keep thinking trouble shooting options will help. I spent more than an hour total on the phone with them to no avail.

Desired Settlement: I would simply like them to either repair or replace my laptop. (Depending on its damage.)

Business Response: A TAIS representative was in contact with the customer on 01/30/2014. TAIS has apologized for any inconvenience. Tech support offered assistance, basic troubleshooting so the issue could be isolated with the customer declining stating she did not have the time and disconnected the call. For trouble shooting assistance or setting up a repair, the customer may contact tech support 24/7 at ###-###-####. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes, the 3rd person I talked I did tell I had no more time, as my child was waking up and I only had 10 minutes.  However prior to that person I spoke to two different technicians who walked me through various troubleshooting tips.  I spent more than an hour total on the phone, with no help to my problem.  The issue was each person had me doing the same thing. My brother who does computer repairs has told me that there is nothing that can be done for the USB ports over the phone, they need to be replaced.  I was trying to find out how to send my computer in under warranty, and everyone wanted to just simply walk me through things that will not help.  It needs to be repaired.

Regards,

********* ****** 

Business Response:
A TAIS representative was in contact with the customer on 01/30/2014. TAIS has apologized for any inconvenience. For trouble shooting assistance or setting up a repair, the customer may contact tech support 24/7 at ###-###-####. If there is a quote for any Out Of Scope repairs (out of scope meaning the repairs are not covered under the Standard Limited warranty) the customer will be contacted. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had order a laptop on the Toshiba website and also i had order 2 gaming Mouse on February 4th 2014 and the next day i had change my mind about them and so i contact Toshiba and ask them if i could remove them, i still wanted the laptop and they said yes and they said me an email telling me this and so everything was fine.I got a email about this today telling that they have ship out my two Mouse that i had cancel so i call them up wanting some answer, upset and confused. the lady who i spoke to was very rude toward me and basically told me there nothing they can do about this. even tho i got the email telling me they remove it.

Desired Settlement: This is the first time i have order something from Toshiba, i went with them because i hear they were a good company and treat the customers with care but that's not how i felt. they were rude and basically called me a liar even tho i got the emails to prove that I'm not lying.

Business Response:  

A TAIS representative has been in contact with the customer via email. This was a rep error; unfortunately, the order was too late to cancel.  The product was shipping and the Chat agent incorrectly advised the customer that they quantity could be changed.  On 2/12 Toshiba Direct issued a return authorization  (********) and a pre-paid return shipping label, Fed Ex tracking # ************ so the customer can return the 2nd  mouse that they did not want. The return instructions and label were emailed to the customer. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son, ****** ***, has a order number ******* on 12/2. Due to China custom holding the shipment cause delay. Toshiba refuse to offer any help. Order Number: 1809524 Customer Number: ******* Order Date: 12/02/2013 Order item: Toshiba Satellite L50D-ABT3N22 Laptop Subtotal $449.99 Ground Shipping $24.99 Sales Tax $39.37 Recycling Fee ? $4.00 Order Total $518.35 Fedex Delivery record: - ( No time line specified) 1/07/2014 - Tuesday Clearance in progress CHONGQING CN Clearance in progress CHONGQING CN Problem: We have ordered this item longer than 1 month and have not received this item even have no timeline to expect the arrival time. Toshiba agree this is their responsibility but the delay is beyond their control. They will not offer any help to compensate customer loss due to this delay. My son's computer does not function and he is waiting for this computer and bring back to school.

Desired Settlement: We need a replacement as soon as possible for my son is leaving for school on Jan 13.

Business Response:
Per Toshiba Direct: The order was delayed due to a build delay and a Customs issue in China.  We spoke with the customer on 1/10 and offered a $25 credit for the delay on the order, which the customer accepted.  The laptop was delivered on 1/14 and signed for. Unfortunately, this delay was outside of our control and we continued to notify the customers as updates became available. At this time we consider this matter closed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Issue with laptop screen and having to pay for an in warranty repair only to be told it is not covered. I purchased a Toshiba laptop model C55T-A5218 on 8/27/13 for $429.99 from Best Buy. It is a touch screen laptop and it has only sat on my desk since the date of purchase. The week before Thanksgiving, I noticed a very straight colored line about an inch and a half long in the middle of the screen towards the bottom. I called Toshiba's tech service and after about 1\2 of trouble shooting the girl determined that it was an in warranty repair, cover free of charge and sent me a link with the information on how to proceed and hung up. I click the link to see what the instructions are to follow only to find out that I must now pay $24.95 for the box and label. I can pack it myself, by it is STRONGLY advised against and with the fear that if it comes to us broken it is the consumers fault. When you call back to complain, they are all prepared with their "too bad, that is the way it is" answer. I asked several times if there was somewhere locally to take it for repair and was told that the depot in California is the only option. On 12/6/13, my order was received for repair: Repair Order Summary Repair Order Number: TC-10413308 Ship Method: Prepaid Depot Shipping Box Computer Model: Satellite C55t-A5218 Model Part Number: PSCF6U-02H00L Serial Number: ********* And later the same day I receive this email; Dear ***** ****** Your RMA has been received; however there is a delay in processing it as it has (DAMAGE), which is not covered under the manufacturer warranty. Cost of the repairs (all amounts are USD) NOT COVERED UNDER WARRANTY Parts: $362.19 LCD Labor: $60.00 Total: $ 422.19 If you would like to continue with the repairs for your laptop, please return the completed and signed credit card form by one of the following methods:. Toshiba Repair Depot. Best Regards, ***** ******* Repair Center Customer Service Representative No information about what kind of damage is given and because of the time difference, I don't see this email until Saturday morning. I am panicking and my original thought is that it was damaged in shipping. I do get one customer service person on the phone on Saturday that tells me that damage is a crack on the inside of the screen. Somehow this leads me to believe that this is what I sent it in for, but I am not really sure, because I have not yet been told by the tech. I have to wait until Monday for that and I have to call another customer service person on Monday. I was told to call ###-###-#### about my repair. I called 4 times and left a message 3 times and never received a call back. I emailed from ***** with very up close pictures showing me a small crack, so I assumed it was the same thing I sent it in for. If indeed this is a crack on the inside of the screen, it would be because of a defect in the glass. This is adult owned touch screen machine that has had very little use and had not been removed from a desktop. It is also completely illogical because of the size, location and complete straightness of it, that this is customer damage. The techs really need some way to assess damage before they force a customer (which I will check on the legality of that in NY State also) to pay $24.95 to say "you did it". I did have the wonderful experience of speaking to Toshiba's trained "Oh, gee that's too bad Ma'am, but that the way it is because we don't really care" desk twice. And they can justify charging me $422 + $24.95 to fix a laptop that cost me $429 less than 3 months ago. I get a note in my box saying it was sent back to me because I did not contact them in a sufficient about of time. And on 12/16/13 after having my broken laptop back for 3 days, I am getting notices about shipping boxes to me and repairs for the same order. I get a note in my box saying it was sent back to me because

Desired Settlement: I would like Toshiba to correct this and replace this laptop with out any additional charges or repair it without any additional charges.

Business Response: A TAIS representative has been in contact with our customer. TAIS received the customer’s unit on 12/06/2013 in our repair facility with a Damaged Touch Screen, which is out of scope of the warranty (out of scope of meaning it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. The unit has been delivered back to the customer unrepaired via Fed Ex tracking number 5*********84.  At this time we consider this matter closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My laptop has a defective display. Toshiba's repair did not work. I need a replacement laptop or for them to pay for shipping to the repair center. This is in reference to my ticket number ******-******. My laptop's serial number is *********. I bought my laptop in 2013 and the warranty expires in July 2014. Soon after purchasing the laptop, I discovered that it had a display issue -- the display is dark to the point that no text is not visible and so it not usable at all. I sent this laptop to Toshiba to be repaired in Oct 2013. Toshiba paid for the shipping. When the laptop was "repaired" and returned to me, it worked for a short time (1-2 days), but then started having the SAME defective display issue soon again. I did not contact Toshiba right away because I was busy with work and I had purchased another laptop in the meantime that because I needed to get work done and I did not trust the Toshiba's ability to fix the issue in a permanent manner. When I did contact Toshiba's technical support in Dec 2013, they said the issue would be escalated to a case manager. After a couple of weeks on Jan 2, 2014, I was able to talk to a case manager named ****** who was extremely unhelpful and unprofessional. '*****' point-blank refused to pay for a replacement laptop or for shipping my laptop to Toshiba to be repaired yet again, even though the previous repair job failed, and I was experiencing exactly the same display issue again. *****'s reason was that the repair work was only guaranteed for 30 days, something that I had not been informed about. He refused to transfer me to a superior or to anyone else that I could speak to. He also refused to provide an identification number, last name, or phone number that I could use to lodge a formal complaint. It doesn't make any sense for me to pay for shipping for a laptop that is under warranty and when the previous repair job failed. I am dumbfounded at the incompetence of Toshiba's repair technicians and case 'managers' like ******. I would like Toshiba to issue me replacement laptop for my lemon or to pay for shipping this lemon back to them to fix.

Desired Settlement: I need in order of my preference: 1. Full Refund 2. Replacement laptop 3. Toshiba pay for shipping to the repair center

Business Response: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Laptop is defective & after 2 repair attempts,worse than before the first time. Laptop is model: Satellite L855-S5240 & Ser.Num is 5C329062Q. Laptop purchased 12/15/2012 by my father for me for Christmas. Mid of 11/2013 laptop started crashing. After trying all I could do with factory re-installs the problem still existed. Called Toshiba, told purchase a shipping package to send it to them for warranty, so I did. Received laptop back and still w/issues. Called Toshiba 12/14/2014 & after talking w/Cust.Serv.Mngr, instructed ship to them (their cost)they would have a 3rd Party (Tristar, Toshiba Manager said they fix all their "escalated" repairs). Was assured this time FIXED. After waiting for return, I received the laptop dead. First thought, drained battery. Took home, pluged in worked until unplugged. Tried plugging in, no good. Sunday January 12th called and was instructed, Monday to talk with a Cust.Sevc.Mngt. I spoke with a person named ********. She stated I would have to send it in again to be fixed. I stated after 2 tries to fix and it is worse than first time it should be replaced with a new up to date model. She said since it was no longer in warranty that it could not be done. INTERESTING, while in warranty was NOT fixed 2x but made worse then put in first time. I asked to speak with someone higher and was refused. I tried calling Toshiba corporate and was instructed to leave a detailed message on their Escalation Management team voice mail. I did. Spent over a week trying to talk with **** from Escal. Mngt. The number given only goes only to voicemail and confirmed by **** which I finally spoke with *** 20. Told by **** Toshiba decides if to replace and since out of warranty only fix they will do (again if fixed in warranty this would not be a discussion or had been replaced in warranty). TriStar had lapt 01/17, spoke with 01/22 told needed another motherboard, spoke with 01/28 said on backorder and Toshiba would have to make decision to replace. This has cost so much.

Desired Settlement: At this point, myself being out of work, after not having a working laptop for over 2 months, and having to spend money on gas to go to family, friends, internet cafes (pay there too) since I am out of work and having to work on resumes and online job submissions that it should be replaced with a NEW, Up-to-date, CURRENT MODEL, CURRENT OPERATING SYSTEM, with specs (i.e. processor, ram, hd) equal to or better than before.

Business Response: 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 agree at all this matter ia closed or that a replacement could not be an option.  i called Tristar today, February 3 2013, and the parts are still on back order:  This matter would not even be discussed had the laptop been fixed correctly the first time.  It is going on ovwr two months of a non working laptop and over two weeks awaiting parts on back order to be fixed.  I doubt I will be reimbursed for internet service i cannot use since i do not have my laptop, or the gas to constantly use a computer elsewhere, or internet cafes, or etc.  This is a company not standing behind their warranty and nonrepair.
 
Regards,

***** ******* *******



Business Response: A TAIS representative has been in contact with our customer. TAIS has apologized to the customer for the inconvenience. TAIS has received the customer’s unit on 01/17/2014 in our repair facility with a power source after blue screen issue. Currently they are waiting for the part ordered to come in for the repair to be completed. For a replacement/refund the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the refund/replacement timeframe if the customer has any questions or concerns they may contact us directly at ###-###-####. At this time we consider this matter closed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a Toshiba laptop at Staples 4 months ago. Upon shutting down and restarting it a few weeks ago it asked for a BIOS password which we NEVER set up. I called the warranty center and talked with a rep and he said that since I did not set it up and it just happened that they would fix it for NO CHARGE. He said if I have any problems tell them that he said on the record phone call that it would be covered. I did have to pay the 25.00 to ship it and agreed to that. I shipped it off and got an email from TOSHIBA stating we found the problem (no kidding I talked about the problem on the phone!) and you will have to pay 114.00 to fix the laptop. And if I don't pay by Jan 28 they will ship it back to me. This email was sent January 24 at 5:18 PM. I responded back immediately and each day after, I also tried to call the phone number in the email just to hear the message this mailbox is full. The email clearly states if you have any concerns or would like to pay please return this email or call this number. It must be a joke as they don't respond and answer phones. I am very frustrated with Toshiba and I use this computer to teach math to my elementary child. It is used for education for about 2 hours a day and fails us in 4 months. Unacceptable Toshiba. My husband is a tech and says this should not happen to a laptop.I should have bought an APPLE computer.

Desired Settlement: I would like the laptop fixed. Or replaced. ASAP as it is used to educate a child

Business Response: 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*********04 . Estimated delivery of the unit is: Mon 2/03/2014 by 8:00 pm  At this time we consider this matter closed

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We all knew it was a BIOS problem when speaking with the tech at Toshiba, and we never set it up so it is a faulty part on Toshiba part. When I spoke with the tech on the phone he assured me it was covered under warranty or I would have never mailed it. He also said use this reference number if they try to charge you. So I was lied to, tell the truth Toshiba and don't promise things that you won't follow up on. I also spoke with a supervisor the other day and she said I can't talk to anyone above her she isn't allowed to transfer me. I asked for corporate information she said I don't have it go find it on the web. Very unprofessional.  I am asking for Toshiba to stand behind there word. If you were told the BIOS will be fixed under warrant then you should believe what the tech says?? I feel deceived. Maybe the tech should pay for it so he doesn't tell other people the same. After my computer reached Toshiba, and they emailed to respond to them, No one would answer the phone for a week when it says call this number to authorize the fix? Mailbox is full is unacceptable, what if I was calling to authorize payment. My computer would have been mailed back according to the email. Very unfair treatment, and very unacceptable the way customers are treated. I was lied to, deceived, disrespected, ignored. I would really like my 25.00 back too. What a waste of time.

Regards,

******* *****



Business Response:
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 an email address (csr_toshiba@bizcom-us.com) This  was provided  in case contact by phone was not available.  The customer stated they were not going to pay for the repairs when speaking with customer service on 01/30/2014. There is no documentation showing the customer was told the out of scope issue would be repaired at no charge. It is stated in the Standard Limited Warranty the shipping and handling of the unit to the depot is the responsibility of the customer. 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*********04. Delivery of the unit to the customer was : Mon 2/03/2014 10:56 A.M. At this time we consider this matter closed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am so unhappy with Toshiba. The tech department don't help with problems, they only try to get you to purchase the warranty. I will never purchase a Toshiba product again. The picture on my Toshiba television will not stay the size I set it on. And also I cant connect my dvd to my television. Toshiba technical department will not help you at all.

Desired Settlement: All I want is for my television to stay on the size I set it on. And to be able to watch my dvd.

Business Response:
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. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

******* *******



Business Response: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a computer which is still under warranty. The computer started smoking and smelled like it was burning. I purchased a computer which is still under warranty. The computer started smoking and smelled like it was burning. When I contacted Toshiba I was told the issue would be escalated,and I will be contacted with 7 to 10 business days. I was also ntold that if the computer is sent in for repair I would have to pay 25.00 shipping and handling on a computer that is under warranty. ( they crazy)

Desired Settlement: I feel I should be sent another computer and not a refurbished one. I purchased a new computer and the replacement should be a new computer.

Business Response: A TAIS representative was in contact with the customer on 12/31/2013. TAIS has apologized for any inconvenience and had sent the customer a courtesy box and shipping label for the unit to be sent to our Engineering Department for diagnostics. The customer was advised if they find that the NB is repairable they will repair it but if for any reason they cannot repair the unit, then we will contact her with other options. The customer was sent the box and shipping label on 12/31/2013 but the customer did not send in the unit for any diagnostics.  For any kind of a replacement /refund, the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the refund/replacement time frame. If the customer would like to send in the unit for the diagnostics, they may contact us at ###-###-####. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased TV July 2013. When trying to turn on the TV, it may or may not come on. I have used the remote and the ON/OFF button on the TV and it may or may not turn on.This issue is a KNOWN issue with Toshiba based on a forum from their website. Multiple consumers have had the same issue with this model TV. After calling Tech Support, they want to charge $35 to troubleshoot the problem. The problem is it will not come on. The TV is still under warranty. Tech Support is no help at all.

Desired Settlement: I would like a replacement TV especially because this is known issue with this model TV.

Business Response:
A TAIS representative was in contact with the customer on 02/04/2014. TAIS has apologized for any inconvenience and has provided a work order in accordance to the warranty for the customer under authorization number (V2- ********). Currently we are waiting for the customer to send the unit to our depot. It is stated in the Standard Limited Warranty the shipping and handling is the responsibility of the customer. For a refund/replacement, the customer would need to contact the reseller where the unit was purchased to determine if the unit is still within the return policy timeframe. At this time we consider this matter closed. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 13th, 2013 I ordered a high end gaming laptop through Toshiba.com for a total of $2,123.81. The laptop shipped from Toshiba on July 23rd and was delivered on July 29th. I did not actually open the laptop until the 3rd of Aug when I returned from my one year deployment in Korea. I had the computer there as somewhat of a homecoming. I unboxed the laptop and tried it out, to immediately notice that there were issues with the computer. Within the first 15 minutes of having the laptop on, it continually "Blue Screened." The definition of a Blue Screen is a full screen error that often displays after a serious system crash. I tried to identify the problem but the blue screen would pop up forcing a restart of the system no matter what I happened to be doing at the time. Examples of what I was doing include using youtube/netflix, gaming, Itunes, etc. Soon the computer was Blue Screening every few minutes. Needless to say I contacted Toshiba support to request a fix and they told me that I was only allowed to have the computer sent for repairs which they at first demanded that I pay for. On Aug 13th, a box was ordered by Toshiba to send to me so that I could send the laptop in for repairs. After I received the laptop back the letter inside said that nothing was wrong with the system so they sent it back after changing out the processor. Since it came back it still has the same issues and has a BSOD error every few minutes. I called and requested a refund but was told that I could not be refunded because refunds are only issued when complaints are filed within 15 days after order which is ridiculous since I didn't receive the product till 17 days after it was ordered. I did however contact and request a refund from Toshiba within 15 days of receiving the computer. I have since tried to request a refund but have been busy with various military training and have just settled again and request help getting back my hard earned money.If needed I have a list of errors that the computer has produced

Desired Settlement: As previously stated I am simply requesting a full refund of $2,123.81.

Business Response:
Per UPS tracking # ******************, this laptop (Order #*******) was delivered to the customer on 7/29/2013.  The first communication that Toshiba Direct had from the customer, post sales, was 3 months after receipt on 10/30/2013.  The customer was, at that time, asking to return the unit for refund.  The customer was advised that it was not possible since the system had arrived 3 months earlier and this would be a repair/warranty issue.  The customer was referred to Toshiba Product Support and Customer Relations. We have had no communication from the customer since 10/30/2013.
 
The first contact the customer made to Support was on 8/12/13 and was working with the support group to repair the problem.  However, since the customer has been working with Support since the laptop was received, Toshiba Direct will make an exception and extend a return authorization to the customer for this unit and a full refund

A voice mail has been left for the customer advising the customer Toshiba Direct will honor a return. It was explained the RMA emails will be forward over today. A Direct phone number was left as well in case the customer had any questions. RMA ******** and return label were emailed over to the customer. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just 6 weeks after I bought a new toshiba laptop .the keyboard stoped working . I have been told that I need to send it to California for a repair and stay without a computer for up to 10 days . case # ************** If that's the solution , I will take all my toshiba product back and get my money back . I will never buy a product made by toshiba , i will advice all my freind family and employees to do the same .

Desired Settlement: Send me a new laptop and a prepaid package so I send the defective one back . Or they can authorize best buy to give me another laptop and drop the defective one their since bestbuy is one of the dealers.

Business Response: A TAIS representative was in contact with the customer on 01/02/2014. TAIS has apologized for any inconvenience and has provided a warranty repair for the customer with the unit being delivered back to the customer with the repair completed via Fed Ex tracking number ************. The unit was delivered back to the customer on 01/13/2014. For any replacement of the product the customer would need to contact the reseller to determine if the product is still within the time frame for a replacement. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba laptop freezing up and unable to use screen is completely back. I purchased an Toshiba laptop serial number ********* on November 13,2013.Since having this device I've contacted tech support four times with issues with this device.Call the tech support center on January 01,2014 with my last issue with this device. It gave me a message that stated unable to boot device.Tech support advisor stated that there was an issue with the hard drive and that it needed to be sent in for repair.I asked the tech advisor about an replacement since the laptop was so new. He stated that was not an option available to me.He prepared a repair order number which was repair number TC-********. He also stated that I would have to pay the shipping cost for the laptop.

Desired Settlement: I would like to have a replacement for this device and refunded for the shipping charges on this device.

Business Response: A TAIS representative has been in contact with our customer on 01/01/2014. TAIS has informed the customer the shipping and handling is their responsibility  in order to receive warranty repairs. TAIS assisted the customer by setting up the order (TC-********). The unit has been repaired and has been delivered back to the customer under Fed Ex tracking number ************. A request for a replacement would need to be directed to the reseller where the unit was purchased to determine if the unit is within the replacement time frame.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A brand new Toshiba laptop purchased at Best Buy and covered by a 1 year manufacturers warranty overheated internally melting internal components. A brand new Toshiba laptop purchased at Best Buy and covered by a 1 year manufacturers warranty overheated internally melting internal components. The laptop was not in use and was on a wooden table at the time of the incident. Customer service was contacted the same day and the item was mailed to a 3rd party repair center per the instructions of the Toshiba customer service representative. The item was then mailed back with an third party inspection notice saying that "it appears that a heat source was applied in several areas." "Clear signs of customer abuse" They then mailed back the defective laptop without repairing or replacing. The burn/overheating melt patterns on the laptop do not correspond with any household product of any type - stove, oil heater, oven, curling iron, etc. Instead the burn patterns, which clearly began internally follow patterns on the motherboard and other internal machinery.

Desired Settlement: I would of course like for Toshiba to honor the terms of their warranty and repair or replace the defective unit. If this unit overheated on a wooden table, melting, others may as well which is dangerous for customers. What is the table and house had caught fire? There are youtube videos of peoples laptops melting and spontaneously catching fire, so this is well documented.

Business Response: A TAIS representative was in contact with the customer on 01/22/2014. TAIS has apologized for any inconvenience and has informed the customer the damage was not caused by overheating of the unit. The diagnostics have shown there are several burn marks all over inside of the system and the LCD is cracked; however, no components were burned. The technicians have concluded this was not caused by the NB it was clearly a case of damage caused by the end user. This is an out of scope issue (out of scope meaning the damage to the unit is not covered by the manufacturer’s warranty). The cost of the repair is now the customer’s responsibility. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my laptop computer by mail to the Toshiba company back in October of 2013. They have had it for several months now, and the only two options that they have given me to continue waiting for them to repair it or send it back to me unrepaired. If it is sent back to me unrepaired I would have to pay someone to fix it. This is unacceptable, as is the amount of time I have had to wait for them to fix it.

Desired Settlement: I would like the laptop computer to be replaced. I do not wish to wait any longer for them to fix it. I believe that they should send me a new laptop computer of the same value or MORE and keep my computer they are currently working on.

Business Response: A TAIS representative has been in contact with the customer on 01/28/2014 and via voice mail on 01/29/2014. TAIS has apologized for any inconvenience and has informed the customer the unit has been repaired and is in transit back to the customer under the Fed Ex
tracking number of ***************. The customer may contact us directly if there are any questions or concerns at ###-###-####. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On October 14, 2013 we contacted Toshiba about the battery on our recently purchased, September 2013, laptop. Because it was under warranty and the technician determined it was a defective battery, they sent us a new one. We were required to give a credit card, and were told that the card would be charged if they did not receive the defective battery. The defective battery was sent back on November 15, 2013. I called Toshiba, on November 18th at their service center to ensure they received the battery, and was told they had received my battery, but had already charged my card, but that I would receive a credit within 30 days. On January 14th I called Toshiba to check on the status of my refund and was told by a representative, they couldn't find my credit and would call me back on the 15th with information. On the 15th the representative said I couldn't get a refund/credit. They questioned why I had taken so long to resolve the issue, I reminded them I was told to wait at least 30 days, and I waited until after the holidays. I was not given the opportunity to speak with a manager or supervisor., So, basically they got the battery and my $110.00. This is not right. The item was under warranty and I should not have to pay for it. I returned the defective battery in good faith, with no ill will to keep both batteries, as we are loyal customers who have purchased several laptops from Toshiba. However, Toshiba appears to have given me the run around. Toshiba needs to acknowledge they received the defective battery and therefore owe me a credit of $110.00 dollars. Case #**************

Desired Settlement: I would like my MasterCard credited $110.00.

Business Response:
A TAIS representative was in contact with the customer on 01/21/2014. TAIS has apologized for any inconvenience. The battery order (*********) was shipped and received by the customer on 10/15/13 via UPS tracking number ******************. TAIS received the battery back under UPS Tracking ****************** on 11/20/13 which is past the 30 days given for the return of the defective product. . At this time we consider the matter closed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A laptop computer was ordered for our charity. All relevant tax exempt documentation was submitted. They still charged sales tax. We had categorically told them not to ship the product if sales tax was charged but despite repeated instructions they still shipped the product. Tax Exempt papers were submitted again after receipt of the product on their request. They again did not give any reason for not refunding the sales tax. The product was sent sent back after obtaining RMA. Now they are delaying the refund.Very disappointed with their handling of this case. Ironically you can't talk to the people in the department handling such cases.We would like to file our complaint and disappointment and warn other buyers.

Desired Settlement: Refund awaited.

Business Response: A Toshiba Direct representative has been in contact with the customer. Toshiba Direct has informed the customer; they did place this order and did submit paperwork to be classified as Tax Exempt.  However, on three different occasions (12/3, 12/19, 1/7)  the customer sent Toshiba Direct their proof of being tax exempt and all three times the documentation that was sent was not valid proof of a tax exempt status.  The customer has been advised of this and Toshiba Direct cannot refund tax unless the customer can provide Toshiba Direct with valid verifiable documentation issued by the state. The customer may contact Toshiba Direct at ###-###-#### with any questions or concerns. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase 2 Toshiba laptops in 2012. I got the extended warranty thru ******* on one of them and the other my girlfriend got extended warranty thru best but. Both laptops died within 2 years. The mother board on both of these laptops simply died without any warning. I filed a complaint directly with Toshiba. Toshiba's customer service simply advised me there was nothing they could do, which is unexceptable. Toshiba has to be aware of the problem with this model and will not own up to it. SHAME ON TOSHIBA AND I WILL NEVER PURCHASE A PRODUCT THAT THEY ARE AFFILIATED WITH AND I WILL MAKE SURE I TELL EVERYONE FROM THE 800 PEOPLE THAT I WORK WITH, TO MY **** **** & ******* FRIENDS AND ENCOURAGE THEM TO SPREAD THE WORD. THERE IS SIMPLY NO WAY THAT I AM THE ONLY ONE THAT WAS AFFECTED BY THESE DEFECTIVE PURCHASES.

Desired Settlement: WE HAVE TO GO OUT AND PURCHASE NEW LAPTOPS, i WOULD LIKE TO BE COMPLETELY REFUNDED FOR BOTH LAPTOPS. IF THEY WERE ONLY GOING TO LAST 2 YEARS, WE SHOULD HAVE BEEN MADE AWARE UPFRONT AND WE WOULD HAVE PURCHASE ANOTHER BRAND..

Business Response:
A TAIS representative was in contact with our customer on 01/17/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 12/22/2012. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/16/2011, I purchased an internal hard drive with a 3 year warranty from Toshiba Direct to replace the original that had crashed. On 12/30/2013, I called Toshiba ******* to file a warranty claim as I could not start the claim process on their web site. I was shuffled from one department to another, (Corporate Office, Toshiba Storage, and Toshiba Direct) each claiming the warranty was to be processed by Toshiba *******. Toshiba ******* has denied my ability to file a claim stating it was not their department! Three departments and their warranty information on their web site states Toshiba ******* is the correct department to file a claim. Nothing has been done. Last reference # given by CSR ****** on 1/3/2014 *************. I have spent over 20+ hours trying to get this issue resolved.

Desired Settlement: I would like the warranty honored and get my replacement hard drive. This is a financial hardship since I can not work without my computer!

Business Response:

Hi *****,
 
This complainant is dissatisfied with Toshiba *******. Can you have this complaint redirected and filed against Toshiba ******* please? They are not N.E.W.’s customer.
 
Thanks,
 
 
******* ******, Senior Compliance Coordinator
**************************      
***** ***** ******** *** ***** ********
******* * *** ********* ***** ********** ** *****
*************** * ******* * ********

Business Response:
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 ********************** for the delivery. Expected Delivery Date: January 15, 2014. At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Toshiba ********* **** laptop on 1/10/12 for $900. Purchased a replacement battery on 1/21/13 for $154 because Toshiba stated the battery needed replacement as did the computer updates. This was not the case. Upon brining the laptop for service at **** *** I was told that the laptop does not turn on because the mother board needs to be replaced. This will cost the same as a new laptop. This product is faulty in that a 2 year old laptop should not need its board replaced. Toshiba refuses to back up their product even though at the time of sale they highly rated this laptop.

Desired Settlement: I would like Toshiba to repair the laptop.

Business Response: A TAIS representative was in contact with our customer on 01/24/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 01/09/2013. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty 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.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

 
I am not satisfied with this response from Toshiba (TAIS). I called TAIS regarding my computer problem and their Repairs/Diagnostic Service Department informed me that the battery needed to be replaced. Based on this I purchased a new battery from Toshiba for $154.00. This new battery did nothing for the computer as it still would not turn on. Toshiba makes faulty products that do not warrant their high prices and lack of customer service. 
Regards,

****** *****

Business Response:
A TAIS representative was in contact with our customer on 01/24/2014. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 01/09/2013. Per the Standard Limited Warranty it 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.” Also, “How Long Does This Warranty Last? One (1) year after the date of your purchase (“Limited Warranty Period”).” Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. Being as the replacement battery was purchased (01/21/2013) after the warranty had expired on (01/09/2013), the Toshiba product did fulfill the one year Standard Limited Warranty.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Filed for warranty refund for a faulty Toshiba Dynadock device through Toshiba Acclaim (Acclaim number **********) and Customer Relations departments in early October 2013Both Toshiba groups agreed that a refund was authorized but no refund has been issued to me. The Acclaim was closed but no refund of $175 issuedEscalated issue in both groups six times and contacted assigned Toshiba Business Account manager on problem. Many emails and phone calls involved.All Toshiba groups danced around issue but refund still not issued end of November 2013.

Desired Settlement: Issue $175 refund either to credit card used or check.

Business Response: A TAIS representative was in contact with the customer via voice mail on 12/05/2013. TAIS has apologized for any inconvenience and has informed the customer TAIS has contacted Acclaim concerning the refund. Acclaim has submitted the refund of $175.00 and it should appear on the customer’s card approximately the second week of December. If the customer has any questions concerning this issue he may contact Acclaim at ###-###-#### and reference the case number *************.  At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The reason for rejection is that Toshiba the company did not follow up on the stated resolution.

In checking status of the cash payment of $175, no one in Toshiba knows anything of the claim including their accounting department , acclaim department and customer services.

As of Dec 19, 2013 no monies have been refunded nor are there any actions opened in Toshiba to make any payments.

So any calls from the BBB / Toshiba department into Toshiba are NOT known nor are there any actions opened to resolve this BBB issue!!

Regards,

*** ********* ************ *************************

Business Response: A TAIS representative was in contact with the customer on 12/20/2013. TAIS has apologized for any inconvenience and has informed the customer they have been
in contact with Acclaim. TAIS is waiting for an update from Acclaim concerning the delay of the refund. TAIS will be contacting the customer regarding the status of the refund per Acclaim. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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 not paid the $175 in dispute and has stated they never will pay the money. They instead have paid (via visa card) a token amount of $132 stating this is given to a "disgruntled" customer because of the complaints. They said they never were responsible to pay the $175 or any monies even though the root of this matter was a faulty Toshiba product under warranty. They consider the $132 a gift and said the case is closed.

I do not accept this case as closed and want the BBB involved to file a permanent mark against Toshiba for their lack of product and customer support.

Also, the Toshiba BBB reps involved handled the case very poorly -- they did not in any way represent the case properly to Toshiba management.

Regards,

*** *********

Consumer Response:

Better Business Bureau:

I would like to reject the offer of Arbitration for complaint ID *******.

It is not worth the trouble for legal action since the amount due me is less than $200 - small claims court at best.

It is just one more reason why my issues with Toshiba not honoring their product warranty stands.

 

 

I do thank ********* from BBB San Diego for her efforts to try and close this matter with Toshiba!

I don't know the BBB procedures but I would like to leave an issue opened against Toshiba on this - it should always count against their BBB rating.

 

 Regards,

*** *********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Used RMA to return custom built laptop that was NOT configured as ordered and paid for by brother & replacement was not sent when and as promised. Brother **** ******** ordered configurable laptop with features including lighted keyboard on 11/29/13 from Toshiba Direct P/N *************. Order # *******. Computer was FOB 12/5/13. As received, unit DID NOT have backlighted keyboard. When I was to configure for him, I saw incorrect keyboard and called Toshiba Direct & was told I would have to wait 2 more days just to get RMA emailed to me. I was further told after I asked that return computer be sent asap that we would have to pay a second time for replacement computer and then would have to wait for refund after original unit was received & refund processed. I complained that that didn't seem equitable & Rep talked to her supervisor who said that we would not have to pay again but that replacement would be sent back as soon as original was in ***** queue. Toshiba received return computer on 12/20/2013 at 2:37pm ***** tracking no. **** **** ****. We waited 2 weeks to call back today & inquire as to why we had not received email with replacement unit tracking info, let alone replacement unit. Toshiba rep looked up details & initially thought we had not yet returned original unit. After I gave her tracking info details she indicated she would email me back return tracking number on replacement this afternoon. I did not receive email and called Toshiba Direct back. I told second rep I wanted call back from supervisor. He then went away and finally came back with new Order no. of ******* and said that we would have to wait while new unit was being built and we wouldn't get new unittracking number until Jan,17,2014. I strongly suspect that replacement unit build wasn't even submitted till after I talked to second rep since it was going to be another 2 weeks after first 2 weeks just to get return tracking info. Also they originally said that replacement would be sent to my address to save us shipping costs since my brother would then have to send to me again to configure. We feel we have received shabby treatment from Toshiba and expect that since we suspect that return info given to first rep asking return of replacement to me to save us second shipping & that he had to call back and confirm so they would change was also not filed originally or lost and that they will return to original address--contrary to what they agreed on once he confirmed change of return shipping address. I now have doubts that supervisor will even call me back!

Desired Settlement: I'm all fairness, they should have already have sent replacement and I want them to build it asap & send it to my address as given to them in original RMA discussions-- I expect they LOST the address my brother and I gave them and he confirmed to send it to me and send tracking info to me. I would also like an apology for their continuing bungling though I have little faith in their verbal agreements at this point.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba computer and price was advertised with a rebate deducted, so final price indicated included a refund. I filled out all paperwork and sent in for the rebate and did not receive the rebate in the promised time period and have still not received it. Further follow-up by myself and the store manager and others, including escalation department staff at Toshiba have not succeeded in producing the promised rebate, although many promises have been made that Toshiba would send it. According to the office store manager, Toshiba does not dispute I am due a rebate, but will not promise if or when it will be sent. The same was promised by the escalation department who said to call back in a couple of weeks, if the rebate was not received. This was done, but they did not call back and still do not send the promised rebate which is now months overdue. Product_Or_Service: Toshiba laptop

Desired Settlement: DesiredSettlementID: Other (requires explanation) I request the rebate be sent immediately, along with a punitive fee to compensate me for my time and distress in trying to get this resolved, when it is clear the company is not being cooperative in resolving the dispute. I also request a written apology from Toshiba, admitting they are at fault in this case.

Business Response:
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. 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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While the company has submitted a check to me (please note your company response is incorrect about this, as they are incorrect about everything), I am dissatisfied with the effort it took to receive any kind of satisfactory response from the company. I experienced customer service personnel who were either actively uncooperative, or would not do the least amount of follow-up, and when I called the company corporate offices, they would only refer me to the escalation person, who would not take further action, and would not let me speak to any other manager or executive at that location. Normal customer service personnel were unhelpful. Company admits they have a complete record of my contacts going back months, but can not explain why they were never replied to. The executive at the corporate offices who finally did assist me, said that the behavior by company personnel was completely improper and could not adequately explain why I had been given the runaround.  At most corporations, there may be a slipup, but any kind of complaint would usually result in rapid action, and that was not the case with Toshiba who did not even cooperate with the retail store who intervened on my case, and whose personnel seemed to go out of their way not to assist me and deflect further inquiry. I discussed this at length with their corporate officer, but still have no understanding as to why this occurred this way, although he did say he would try to find out why the company's staff were not responding effectively. Normally, I would consider a case like this closed, but not when staff actions are so grossly ineffective and unsympathetic to the customer. Especially in the case of rebates, where companies have a vested interest in not paying out the amounts properly, there needs to be much more scrutiny of their actions. The average person would not be willing to do the follow-up I did, because the money is not worth the effort, which would generally mean they would never receive their rebate.

Also, in most cases all emails and phone calls to the company were not responded to, until I tried to contact the company by unconventional means.


Regards,

*** *****

Business Response:
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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased A toshiba TV that advertises a 240 hrz refresh rate but the TV only refreshes at 60 hrz no matter what cable/device i connect to it. problem date 01/03/14 , purchase date 12/17/14, model number ********. TV does not work at advertised refresh rate of 240 htz. contacted customer support at toshiba and was troubleshooting the problem with multiple technicians. the 1st technician i worked with, we did multiple troubleshooting steps like swapping out cables, using multiple devices (blu-ray dvd player, 2 different cable boxes) and 4 different hdmi cables, still same results. the customer service rep kept on blaming the devices and cables. i told the technician that these same devices were connected to a lg 240 htz tv and the other tv had the 240 hrz rate. Customer service agent still blames the devices. I then asked that customer service agent to connect me to a manager/supervisor and he stated he will not do so because they will tell me the same thing. I asked him again to speak to one, he said everyone is busy. I told him i will wait and he said no. I disconnected with him and called toshiba's customer service dept again and the 2nd technician I was talking to escalated the trouble to a 2nd level technician and told me a second level tech will contact me within 24 hours. 24 hours pasted and still no call so i placed another call to toshiba's customer service dept and asked to speak to a 2nd level technician and was told one will call me within the hour. 48 hours later still no call back. I called once again and was told that there is nothing wrong with the tv and a 2nd level technician would not be able to help me. When stated that i will contact the BBB, the person on the phone quickly wanted me to talk to a manager, I said ok so a few moments later that person told me that there are no managers in on the weekend and one will contact me within 3 business days. During all this, i did contact my cable provider to verify the settings on the cable box and he they see no reason why the TV can't have a 240 hrt refresh rate on the current setting I had on the box. Also verified the settings on the DVD player. Both are set at the highest setting. Also verified them again with my other TV.

Desired Settlement: I need help from the BBB to get me the right people to help me with toshiba's promised 240hrz refresh rate they advertise on the TV. I need the right troubleshooting technicians that can help me.

Business Response: A TAIS representative was in contact with the customer on 01/13/2014. TAIS has apologized for any inconvenience.  A registration of the unit has been completed for the customer and a work order will be set up for the On Site repair of the TV. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I was told 2 days ago that someone will contact me to schedule a Tech to come to my house to take a look at the tv  but two days later and 2 voice messages to the person handling my case,  I have heard nothing.  Please do not close out this case until a tech comes and leaves my house with an explanation on my problem.

Regards,

***** *******

Business Response:
A TAIS representative was in contact with the customer on 01/17/2014 via voice mail. TIAS has left in a the authorization number: N2-******** for the repair. A technician will be contacting the customer to schedule an appointment. If the customer has any questions, they may contact Toshiba On-Site support at ###-###-####.  At this time we consider this matter closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a computer from Wal-Mart in *******, Tennessee on 08/03/2013. I have only had this computer for 5 months. The computer has some issues, and every time I call Customer Service the representatives are rude. They want me to pay for their service. The computer came with a 1 year warranty and the year is not up. They want me to send the computer to the repair center and pay to ship the computer to them, and I feel that this should be included in the warranty.Now I have to inconvenience myself through my last semester of college because my computer is not working properly ; Plus spend money that I do not have to purchase a decent computer to get me through school. Product_Or_Service: Toshiba Laptop Order_Number: n/a Account_Number: n/a

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am not happy with this computer and Toshiba should refund me the money that I wasted on one of their products.

Business Response:
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-********. 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

We bought a Sat L850ST3NX2 Laptop, Serial #********* on Dec 28, 2012 for $579. I was trying to purchase the extended warranty the day before the grace period expired, Customer Service advised me that a supervisor will get back to me, as they were not able to add it at that time. I never received a callback and was just given the runaround. The computer's hard drive crashed in March 2013 and again in June. My son uses this for school as he takes hybrid classes in Nursing at ******** Community College, ********, AZ. We had to pay $25 for a FedEx box which we have to use to send the damaged computer to Toshiba, their choice of shipper. Upon return to us the 2nd time, we noticed a big black stain on the upper right side of the screen and small black stains below. His computer won't even reboot. Toshiba said that the black stain is not covered and that the computer was mishandled. I told Toshiba that there is no such stain(s) on the screen when we sent it out through Fedex. So Toshiba asked us to talk to FedEx first, then call them back. FedEx had us fill out a claim form. After days of follow up with FedEx, Manager **** (who won't give out his complete name) told us that Toshiba is whom we had to file claim with as they are ONLY the shipper. I have also tried reaching Fedex' *** ****** who is our Case Rep a few times, but to no avail. All the Case Managers at Toshiba (such as *******, ****** and *******) refused to have us speak to anyone else above them, they claim the decision is theirs, and no one else's. We have lost hours being on hold and being transferred all over to be stone blocked. Finally, a friend advised me to call Toshiba's Corporate, spoke with a ******* Sander at Tel ********** who claimed to be the ONLY Escalations CEO. She said the only way she can repair the ONCE AGAIN CRASHED HARD DRIVE is for us to have the LCD repaired for $100, discounted from $279. Obviously, this computer is defective, broken twice and not even 6 months old. THE WARRANTY EXPIRES ON DEC. 30, 2013.

Desired Settlement: I strongly believed I was sold a lemon, hard drive crashing, not even 3 months old, then crash again. I just want my money back! I already lost about 4 months in warranty due to the delay in response and resolution from Toshiba. I ended up dropping from the Nursing Program as I was logging behind. And I thought Toshiba was the best PC out there....

Business Response:

A TAIS representative was in contact with the customer on 10/10/2013. TAIS received the customer’s unit in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope meaning it is not covered under the warranty). TAIS has apologized for any inconvenience and has offered to provide the customer a discount on the repair of the cracked LCD screen. The customer has declined the discount provided. At this time we consider the matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

How can I get satisfaction from this response when nothing was resolved by TAIS at all. I have called ******* in Escalations at *********** several times and have not reached her. I have left messages and we have been playing phone tags. THE WARRANTY ON THIS COMPUTER EXPIRES IN DEC 28, 2013, if I am not mistaken. I have sent that computer WITHOUT ANY CRACKS ON THE LCD SCREEN. Who is to say that perhaps FEDEX mishandled it. I tried reaching FEDEX, per TAIS' instruction only to be told by FEDEX to file claim with TAIS. WHAT KIND OF COMPUTER BREAKS DOWN AFTER JUST 3 MONTHS WHEN IT SI SUPPOSED TO BE BRAND NEW, THEN BREAKS AGAIN AFTER ANOTHER 2-3 MONTHS?  I AM BEGINNING TO THINK THAT THEY HAVE SOLD US A REFURBISHED SYSTEM. SO NOW THEY ARE STALLING US SINCE WARRANTY EXPIRES IN ABOUT 2 WEEKS.  THEN THEY HAVE THE AUDACITY TO TELL US THAT MATTER IS CLOSED???? WHAT KIND OF CUSTOMER SERVICE IS THAT?  AND WHY ARE THEY NOT BACKING UP THEIR SYSTEM.... PERHAPS IF THE COMPUTER DOES NOT KEEP ON BREAKING, THEN WE WON'T HAVE TO SHIP IT VIA FEDEX AND DAMAGE THE LCD SCREEN. TAIS WAS THE ONE WHO TOLD US THAT IT WAS MISHANDLED... SO WHY WILL WE MISHANDLE SOMETHING THAT WE SPENT $579,28 ON WHEN THIS COMPUTER IS VITAL TO MY SON'S SCHOOLING? 

IS THAT WHAT CUSTOMER SERVICE IS ALL ABOUT? THEY EVEN JACKED US AROUND WHEN WE TRIED GETTING THE EXTENDED WARRANTY ABOUT 3.5 WEEKS AFTER PURCHASE. WHY ARE THEY OFFERING US GOOD OPTIONS? AND WHO IS TO SAY THAT THIS LEMON COMPUTER WILL NOT BREAK DOWN AGAIN?

Regards, ****** ******

Business Response: A TAIS representative was in contact with the customer on 10/10/2013. TAIS received the customer’s unit in our repair facility with a cracked LCD screen, which is out of scope of the warranty (out of scope meaning it is not covered under the warranty). TAIS has apologized for any inconvenience and has offered to provide the customer a discount on the repair of the cracked LCD screen.  The customer has declined the discount provided. At this time we consider the matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hi, please be reminded that this is the same exact response you sent me initially.....stating Toshiba closed case.  I have submitted a rebuttal on this stating that how can they close a case that has not been resolved in any way?  Please refer to rebuttal I emailed your office for TAIS about 2 weeks ago.... WARRANTY EXPIRES 12/31/2013 per Chance and Vanessa of TAIS Escalations, tel # ***********, option 1 on 12/26 and 12/27 respectively. I tried reaching ******* ******* @ her direct tel *********** but voicemail is stating it is full. I am 2 days away from warranty expiration and I feel that they TAIS is stalling my repair so they can get away from my warranty which should really be extended considering the NUMBER OF TIMES THIS BRAND NEW UNIT broke down.  What is my guaranty that the unit will not have any other issues AFTER THEY WANT TO CHARGE ME  $100 FOR THE LCD DAMAGE WHICH TAIS OR FEDEX CAUSED ME IN THE FIRST PLACE?

Regards,

****** ******

Business Response:
A TAIS representative was in contact with the customer on 12/30/2013. TAIS has provided the customer with a shipping label for the unit to be shipped to the engineers. The customer has prepaid for the repair of the unit in the amount of $100.00. As stated from the engineers, (Replaced LCD and hard drive, installed factory software, and setup to default settings. System boots up to Windows normally, LCD display is good, system passed all tests and running fine). The unit was delivered to the customer repaired  via Fed Ex tracking number ************. The unit was received and signed for by the customer on 01/14/2014.
Actual delivery :
Tues 1/14/2014 3:18 pm
***** **
US
Delivered
Signed for by: ********
At this time we consider this matter closed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought my qosmio x875 laptop last year (JANUARY) for almost 2000 dollars. Had a problem since with overheating .. Up to 165 degrees while using the graphics card .. Sent it 3 times to be fixed and it was not .. 2 times to the depot and once to the VIP TRISTAR. The laptop was damaged at the depot and i