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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.

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 410 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

410 complaints closed with BBB in last 3 years | 373 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 6
Delivery Issues 3
Guarantee/Warranty Issues 75
Problems with Product/Service 320
Total Closed Complaints 410

Customer Reviews Summary Read customer reviews

1 Customer Review on Toshiba America Information Systems Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

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

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
Mr. Guy Prior, Senior Customer Service Representative
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

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    9740 Irvine Blvd

    Irvine, CA 92618 (949) 461-4321

  • 1
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  • 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)

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 Billing/Collection Issues | Read Complaint Details
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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,

***** *****

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: 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 Peace of Mind 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.

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
X

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.

2/19/2014 Problems with Product/Service
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 it stayed there once for a whole MONTH....I asked the customer relation for them to replace it for me ... They kept repeating themselves " the only option is to send for repair again" They will push the date until I don't have warranty anymore then they will ask me for money to fix my already expensive laptop.They also said I could not talk to anybody else because I can't escalate this matter .. They are managers and they do not have superiors ..Again I am not asking for a refund ... I am asking for a laptop that would not burn my skin off while using it ..

Desired Settlement: I want a replacement that works, Or my money back

Business Response: A TAIS representative has made numerous attempts to contact the customer to discuss the option of a possible replacement. The contact number given states the mail box is full and no messages can be left at this time. 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

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent out my Toshiba laptop for warranty repair because the port for the plug was loose. I had to explain repeatedly that I had not dropped my laptop or otherwise caused the damage. I was accused of causing the damage or spilling something on it because they assumed I was lying. When I got my laptop back there was still damage (it sounded like the fan was rattling). I was unable to do anything about it until after finals. I called on 12/16 which was the last day of the warranty. They told me the that even though it said 12/16 the warranty was over. It took over an hour to convince them otherwise. Since sending in my laptop I have received an email from the 3rd party repair company stating that the damage wasn't covered and to email them and that I could expect a reply within 1 business day. That was a week ago and I haven't heard back yet. No one at Toshiba could do anything but tell me that they couldn't tell me anything including the supervisor and manager that I spoke to. I was given the email and phone number they use to contact the 3rd party company and after several phone calls and emails I haven't heard back yet. Finally a manager at Toshiba told me today that my laptop was being sent back without being repaired because I hadn't paid and that they warranty wouldn't cover it anyway yet she was unable to tell me why it wasn't covered. Every person that I spoke to at Toshiba was rude and condescending. I don't appreciate being discriminated against because I am a 19 year old college student.

Desired Settlement: I would like my laptop repaired at no cost to me for shipping, labor, or parts. I would also like my initial shipping fee reimbursed.

Business Response: A TAIS representative was in contact with our customer on 01/14/2014. TAIS has apologized for any inconvenience.  TAIS received the customer’s unit on 12/27/2013 in our repair facility with a DAMAGED BASE ASSY, 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 under Fed Ex tracking number 5*********24 (unrepaired) being as the customer declined to pay for the 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

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just over one year after purchasing a Toshiba laptop from Walmart, the hard drive failed. I purchased a new hard drive to replace it but needed the windows 8 software-which was included in my purchase of the laptop. I was informed I would have to pay them an additional 39.00 or so to have a copy of the windows 8 software sent to me. I told them if they could not provide me with a simple link with which to download the software, then I would be willing to pay a very small shipping fee to have it mailed to me. They refused. They want to charge me twice for something I already have the rights and license to use. Unlike previous computer operating system software, the "product key" for the windows 8 software is encoded into the motherboard of the laptop. Both of the representatives with whom I spoke had a difficult time communicating as it seems English is a second language for them.

Desired Settlement: I would like a copy of the Windows 8 software, for which I have already paid, be sent to me on a CD or small USB thumb drive at a cost of 10.00 or less. These items should have been provided in the box at the time of purchase.

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 we are unable to provide the recovery media free of charge being as software is not covered under the manufactures Standard Limited Warranty. The customer can purchase the recovery media online at www.acclaim.toshiba.com; if they need assistance ordering the media they can 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.

On Friday, January 03, 2014, I was contact by ***** Morales of Toshiba.  I explained that I was unable to reload the Windows 8 (purchased with the Toshiba Laptop) when I replaced the faulty hard drive because they had not provided a "product key" for Windows 8.  On all of our other Toshiba laptops with previous versions of Windows, there is a sticker on the bottom of the computer with the product key.  If a defective hard drive is replaced or corrupted system needs to be reloaded, we can simply download Windows and activate it with the product key provided.  There is no charge since we already paid for the software and simply need to activate it.

Now, with Windows 8, the product key is embedded into the motherboard itself and there is no sticker or other documentation with the product key provided. 

***** expressed surprise that I would be required to pay even more to activate a product I had already purchased.  After holding for a while, she returned and said she was told that the vendor (Walmart) had the product key.   When I asked her why Walmart would have the key when the laptop, boxed and shipped to them by Toshiba, came pre-loaded with the windows 8 software and the key embedded in the motherboard, she put me on hold again.  She returned only to say that it made no sense to anyone she talked to and said she would do more research and call me back. 

On Monday, January 06, 2014, ***** called to say she was disappointed to find out I was correct and that there was no alternative provided.  She agreed that it was not right but she was unable to get any resolution herself.  My only option is to pay again to have the software -coded specifically to my laptop- mailed to me on a usb/thumb drive.  I told her I was not satisfied at all and she agreed.  However, she said the only alternative she could come up with was expressing my concern at their next meeting.   It seems this is a well known issue and has been a huge problem.  She was very polite and apologetic but was unable to do anything.

Again, I am simply asking that the Windows 8 operating system software -which they have locked into my motherboard- be provided at no additional charge.  This simple, inexpensive solution on the part of Toshiba has left me with a defective and unusable product.


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 we are unable to provide the recovery media free of charge being as software is not covered under the manufactures Standard Limited Warranty. The customer may purchase the Recovery Media through Support.toshiba.com. If they need assistance ordering the media they can call tech support at ###-###-####.  The Product Key on a computer that has Windows 8 pre-installed is embedded in the BIOS on the motherboard. There is no longer any sticker with the product key. By eliminating the sticker, this eliminates one of the easier ways for illegal users to get a legitimate product key. Eliminating the product key sticker also removes any worry that the sticker might get damaged while at the same time eliminating the long and irritating process of typing in various letters and numbers when installing the operating system. 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

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The new Toshiba ******* **** Laptop I purchased Dec. 2013 has a defective AC power cord right out of the box, part of the coiled cord is fused together and cannot be unwound fully without damaging the cord. Repeated calls to Toshiba to have this defective part replaced were unsuccessful. Toshiba requested returning the entire Laptop or placing a $100 deposit to exchange power cords, both options are unacceptable to just replace a defective cord.On 01/10/14 I spoke with their rep ****** (13:34ct) and then the supv. *** (13:48ct) and neither had a viable or acceptable option for just replacing this defective part simply or at no cost to me. I also suggested I return the defective cord and then they could send me the replacement, but they would not agree to that option. So far their customer service has been unacceptable.

Desired Settlement: It would simplify this warranty part replacement request for Toshiba to send me the new power cord at no cost or have me send them the defective part first, either way would be acceptable to me. Otherwise I will return this new Laptop for a full refund and then have no further dealings with Toshiba products.

Business Response:
A TAIS representative was in contact with the customer on 01/16/2014. TAIS has apologized for any inconvenience and will be providing the customer with a new replacement A/C Cord Set at no cost. The accessory will be delivered to the customer via ***. 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.

As of 01/17/14 I have received a replacement AC cord from Toshiba, the section which was defective originally. It appears this replacement cord section is functioning normally so this resolution is acceptable, at this time consider this complaint resolved. Thank you for your assistance.

 

Regards,

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

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

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba and it's affiliated company Toshiba Direct refuse to acknowledge warranty coverage for a laptop damaged during manufacture. I purchased a laptop from Toshiba on 12/16/13, directly from their manufacturer's website. Upon receipt of the laptop on 12/23/13, I noted a crack across the screen. In the past two weeks, I have attempted to contact Toshiba regarding this issue multiple times. I've mainly been bounced between Toshiba's customer support line (###-###-####) and the support line for Toshiba Direct (###-###-####). The representatives for Toshiba inform me that Toshiba Direct (who manages the direct-from-manufacturer ordering, along with the website http://www.toshiba.com/) is a completely separate entity, and that any warranty claims or requests must go through them. I cannot find any supporting documentation online providing a clear separation between Toshiba and Toshiba Direct. When attempting to contact Toshiba Direct, I am told the opposite -- that all warranty issues and claims are to be directed through the manufacturer, and that I have to call Toshiba. Eventually I was able to reach Toshiba's escalation force, who again said that warranty claims had to go through the third party retailer (in this case, Toshiba Direct). They then said that Toshiba's 1 year warranty only covers manufacturer hardware defects, and they would not cover a screen that was damaged during the manufacturing process. Computer hardware is defined as the physical components incorporated in a computer, which would naturally include the screen. Toshiba refused to acknowledge this, and could not explain where in their warranty that the screen was not considered "hardware" or was not covered. When asked if I could speak to or be transferred to their legal department, I was informed that they could not provide me with that information, but I would be able to find it online. Toshiba does not have contact information for their legal department on their website. The information for the laptop, and the purchase thereof, is as follows: Purchase Date -- 12/16/13 Shipping Date -- 12/23/13 Problem Date -- 12/23/13 Model Number -- ZD130733S Order Number -- ******* Account Number -- ******* Sales Representative -- UNKNOWN (online order) Payment Amount -- $1,562.18 Payment Method -- Credit Card (American Express)* *I have already called American Express, and am pursuing coverage through them for damage, until I receive a direct answer to my complaint from Toshiba or it's affiliated companies. Other specific details -- The laptop was damaged upon receipt, in the packaging. Due to the nature of laptop shipping (i.e., they're shipped closed) it is not possible for this type of damage to have occurred in the shipping process. Therefore, the damage would have occurred during manufacture / assembly, and would fall under Toshiba's manufacture hardware defect warranty.

Desired Settlement: I am seeking repair or replacement for the laptop. I purchased a new laptop, and would expect it to arrive in new condition. Damage to the screen is unacceptable.

Business Response: A TAIS representative has been in contact with the customer. An RMA (return material authorization) has been set up for the customer to return this unit to Toshiba Direct. The RMA and return label was sent to the customer on 01/08/2014. 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

1/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have sent in my Satellite laptop to Toshiba for the same issue 2 times - and my computer has come back and worked for a couple of weeks, then had the same problem. When in recently started having the issue again, we called and asked for a replacement. We were told that the warranty on the computer does not cover it - and that our only option was to send it in AGAIN. They then told us it was a software issue, which we know is not the case because we tried all of the troubleshooting on their website. We looked up the warranty on the computer on the warranty database on Toshiba.com and it says that we have the standard limited warranty. So why can we not replace it? Why do they tell us we do not have it? There is no excuse besides the fact that they just do not care. I paid good money for this computer and I do not want to pay to send it in again, just to have the same problem when it comes back. I should be able to replace it. They are being shady and trying to save themselves. I do not appreciate that they keep telling us that we have no other option when the literature obviously states that we do.

Desired Settlement: Replacement computer like stated in the standard limited warranty

Business Response: A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized to the customer for any inconvenience. TAIS has assisted the customer by sending them a box and a shipping label so they can send in their unit to our engineers for diagnostics and repair in accordance to the warranty. A refund for the product would need to be directed to the reseller where the unit was originally purchased to determine if the unit 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.

Yes, you have sent me a box for the computer to be "repaired." This will be the 3rd time I've had this problem with this computer. And the warranty states that: Depending on your specific product model, Toshiba may offer any one or more of the following 

applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot 
Service, (2) Carry-In Service to an Authorized Service Provider, (3) Customer Replaceable 
(CRU)Parts Service, or (4)Whole Unit Exchange Service. To determine the warranty service method 
for your specific model, please visit our web site at warranty.toshiba.com. A limited number of 
models may also carry an international limited warranty which offers warranty service outside the 
country of original purchase.
You will pay any packaging, shipping charges, insurance, taxes and duties associated with the 
transportation of the Product or original CRU to the service center or provider. You are responsible 
for appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does not 
receive the original Product/CRU from you within ten (10) days after your receipt of the replacement
 
This is from the standard one year warranty documentation Toshiba has provided. This isn't between me and **** ***, this is between me and Toshiba. 
This is directly from the warranty information, i've tried the depo-repair service and it has failed to solve the issue. Anytime I've contacted the "support representative they argue and say I'm having a "software" issue. But I know it's the hardware, the support forums are riddled with the same issue. I've sent this computer in 2x already and nothing has remedied the situation. I wouldn't be asking for a replacement if I didn't think it was faulty, but obviously it is. The first time we sent it in it was july of this year, we then had to turn around and send it in again not even 10 days later in August because they failed to repair it. So, no I don't want to just send it in for the computer to come back not fixed for the 3rd time. How I ended up with this POS Toshiba was my Asus computer had a hard drive failure and they honored their warranty why can't Toshiba. I'm highly dissatisfied and will not be purchasing anymore products from this company. It states in YOUR  warranty that whole unit exchange service is possible. Now I've tried sending it in to get it fixed and that failed, now why hasn't this part of the warranty been honored?  The Asus motherboard fried after 3months and i wanted the same computer but the retailer didn't have anymore, so this is how I ended up with this "computer" and have received nothing but TERRIBLE customer service! now what is the deal?

Business Response: A TAIS representative has attempted on 12/24/2013 to contact the customer concerning options available. TAIS has apologized for any inconvenience and has asked the customer to please return the call to discuss these options. The customer may contact us directly at **************.  At this time we consider this matter closed.

Consumer Response: I will not accept this offer until the issue is resolved. A customer service representative has contacted me and I am awaiting a call from Toshiba regarding a replacement for the computer. The lady I talked to on the phone was very nice and was a separate representative from whom I've tried to talk to resolve this issue beforehand. By this I mean that the number I called and the people I spoke with were totally different. But my other reason for rejecting this offer is that A, no one has called me and B. Why did I have to file this complaint just to get you (toshiba) to honor your own warranty. Not only has this caused me a terrible headache but I shouldn't have to argue with the customer "service" representatives who basically told me that "My only option was to send it in to be "repaired" again." and now that the complaint has gone through all of a sudden I magically am going to get this computer replaced? I didn't want to be a **** to the lady on the phone as she was very nice, but it shouldn't have taken this long, this horrendous amount of phone calls. I get all the reasons why, but disregarding my complaints, not honoring the warranty and  providing such a terrible experience has forced my hand and this next "new and/or refurbished" computer Toshiba has promised to replace the junk I have currently; will be the last product of yours. 

Regards, 

**** ****** 


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.

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Laptop I bought a month ago new from stores had ongoing problems with the touchpad. Toshiba is charging $25 for shipping costs to repair laptop. After purchasing an ********** Satellite laptop from ******* a month ago on 10/2013 I started having issues with the touchpad. After several weeks of troubleshooting I came to the conclusion that it is a hardware issue, I was able to conclude this due to my background working in IT. After contacting customer support on 11/20/2013 I was told to reinstall windows which I did, the issue continued on 11/21/2013. After spending 1.5 hours on the phone on 11/21/2013 I was refused to speak to a supervisor by technical support until I threatened to hang up and call again. I was connected with "*****" and given the case number *************. ***** stated that I would have the laptop repaired under warranty and sent to me. After receiving the email with return information I was informed that it would cost $25 for shipping costs. I called customer service escalation and "Chance" informed me that there was nothing he could do about the shipping costs and was rude about it, I explained to him that the laptop was not functioning the way it should be from the date of purchase and that it was unfair for them to charge me anything beyond what I paid to have the laptop returned to me in working condition. I informed him that I would contact the BBB because of this and he told me "Good luck". I should not have to pay shipping fees to get a laptop that I bought a month ago that was not working when I initially bought it to be repaired and sent back to me, they sold me a faulty product and are charging me money for shipping to fix it. I am a college student and need a laptop for my studies.

Desired Settlement: Refund check of $699 + $62 Tax + $100 for wasting 3 hours of my time valued at $33 per hour for a total of a $861.

Business Response:  
A TAIS representative was in contact with our customer on 11/21/2013. TAIS has assisted the customer by setting up a service work order for a repair in accordance to the warranty. TAIS has informed the customer that the shipping and handling is the responsibility of the customer, per the warranty which is located online at **** *******************. Currently, we're waiting for the customer to complete the survey and pay for the shipping and handling. 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 require the customer to pay the shipping fees to send the laptop to their warranty repair center which was $25. I told the representative that I was a college student that couldn't send the laptop off for weeks to have it repaired, and that I bought the laptop 2 weeks ago and it hadn't worked correctly since when I bought it and that It was ridiculous that I had to pay $25 to get my laptop in working condition. I asked if they could waive the shipping fee since I've had issues with the laptop since I bought it and the representative laughed at me and told me they wouldn't do that. I want a full refund or an exchange of my laptop. Not to pay money to get something I bought new repaired to a functional quality that should be expected.

Regards,

***** ******* 

Business Response: A TAIS representative has been in contact with our customer. TAIS has informed the customer that shipping and handling is their responsibility in order to receive warranty repairs. TAIS has assisted the customer but setting up the order and we’re currently waiting for the customer to complete the order and ship the unit to our repair facility. For any Refund or Exchange options the customer will need to contact the reseller. 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.

That is the exact same message they sent last time. What does the reseller have to do with anything? I want a check from Toshiba for $800.

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.

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my laptop computer hinges were defective from the time of purchase. they always creaked, now they crackedi purchased a laptop in novenmber 2012, from the beggining when ever i opened it up the hinges creaked. this condition worsened and now they cracked, and it caused the bezel around the screen to crack as well. i sent the unit to toshiba for repair. they determined that the product was broken from physical abuse. i told them i never dropped it and that over time the hinges that always creaked started to crack and when i closed the unit the bezel around the screen started to crack as well. they told me that the opening and the closing of the unit was physical abuse. how was i to know that a creaking unit would turn into a cracked unit. i was then told that even if i reported the creaking hinges to them the day i got the laptop i still wouldnt be covered as hinges are never covered. i was then told that the hinges were probably misaligned when i recieved it. in any event i was on the hook for the repair charges $76.01, this was in addition to the 24 dollars it cost me to send the unit back to toshiba. it was a defective unit from day #1 and they dont care. the repait person at their depot agreed ith me that the unit did not look like it was abused or dropped, but the fact that i opened and closed the lid on the laptop was abuse, thats what a laptop is supposed to do.

Desired Settlement: i called numerous people at toshiba and requested that they offer some kind of discount on the repair if they werent willing to do the repair for free, they refused.

Business Response: A TAIS representative was in contact with our customer on 11/11/2013. TAIS received the customer’s unit on 11/08/2013 in our repair facility with a Bent L/R Hinge, Broken LCD Bezel , & LCD Cover, which is out of scope of the warranty (out of scope meaning it’s not covered under the warranty). TAIS has informed the customer that the cost of the repair is now their responsibility. The customer has declined to pay for the repair and the unit has been sent back to the customer under Fed Ex tracking number ***************. The unit was delivered to the customer on Sat 11/16/2013. 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 response was not correct, they lied to us. I had no choice but to repair the item they charged me $76.01  in addition to the 24 dollars shipping . They charged my discover credit card.                                                                                                                                                                                                                                                                                                                Regards,

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



Business Response:  

A TAIS representative was in contact with our customer on 11/11/2013. TAIS received the customer’s unit on 11/08/2013 in our repair facility with a Bent L/R Hinge, Broken LCD Bezel, & LCD Cover, which is out of scope of the warranty (out of scope meaning it’s not covered under the warranty). . TAIS apologized for any inconvenience and informed the customer the quote of $76.01 could be paid or if requested, the unit could be sent back to the customer unrepaired. TAIS informed the customer the shipping and handling is the responsibility of the customer as stated in the 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.

They should  offer a disounted repair as it was a defect in workmanship

Regards,

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



Business Response:  

A TAIS representative has been in contact with our customer. TAIS received the customer’s unit on 11/08/2013 in our repair facility with a Bent L/R Hinge, Broken LCD Bezel, & LCD Cover, which is out of scope of the warranty (out of scope meaning it’s not covered under the warranty). . TAIS apologized for any inconvenience and informed the customer the quote of $76.01 could be paid or if requested, the unit could be sent back to the customer unrepaired. TAIS informed the customer the shipping and handling is the responsibility of the customer as stated in the warranty. It is the depot that determines the cost of the repair with the cost of the repair being determined by the labor and the part that is needed.  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.

[there is no offer here, they are completely blowing me off
Regards,

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



Consumer Response: sir i am on vacation for the holiday can you give me more time to respond as i am  jot home and dont have any receipts with me ill be home on january 6th thank you

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

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i bought toshiba laptop window 8 on 01/21/2013 from best buy store. laptop was under manuf warrantee. window 8 disappeared and i call bnest buy they told me that a manufacture warrantee. i call toshiba and they told me that i have to buy usb window 8 and the price is 29.95. i place the order and they charge 10$ more.w2hen i call again toshiba customer service they said price is 39.95 and refuse to send me the refund check of 10.dollars.

Desired Settlement: i need overcharge 10.00dollars refund. thoshiba gasve me price and they overcharge 10.00dollars

Business Response: A TAIS representative was in contact with the customer on 09/26/2013. TAIS has apologized for any inconvenience. When the customer placed the order it stated on the support site the amount of the USB (SW Media) “• SW Media - USB-SATELLITE-C855D-Windows 8 64bit Professional-EN (USD $39.95)”. At that time the customer would have been aware of the cost. The recovery has been delivered to the customer via USPS tracking number: **********************. This recovery was delivered to the customer on 10/02/2013. All sales are final. 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,

****** *******
because when I call they gave me the price 29.95 and next day I gave them credit card info and they charge 39.95 and when I call they refuse it is wrong and lie that Toshiba rep appolo. I need 10.00dollars back.


Business Response: A TAIS representative was in contact with the customer on 09/26/2013. TAIS has apologized for any inconvenience. When the customer placed the order it stated on the support site the amount of the USB (SW Media) “• SW Media - USB-SATELLITE-C855D-Windows 8 64bit Professional-EN (USD $39.95)”. At that time the customer would have been aware of the cost. The cost of a recovery disc is $29.95. This particular unit requires a USB and not a disc which is $39.95. The recovery has been delivered to the customer via USPS tracking number: **********************. This recovery was delivered to the customer on 10/02/2013. All sales are final. 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

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a problem with my new Toshiba laptop and called support. The first representative offered me some service that I wanted to discuss with my husband before paying for it and said that I will call back. When my husband and I called back in about 10 minutes, we were transferred to a different person - lady named ***. She was rude and completely unprofessional. She was not listening to our questions, repeating things that we've already heard, putting us on mute for extended periods of times, etc. After talking to her for about 10 minutes and not getting any support, I asked to be transferred to a supervisor. She put us on hold for about 5 minutes and when she came back, she said that supervisor is not available right now but he/she will call us back as soon as possible. We spoke with this lady around 9:00 a.m. on December 30, 2013. It's around 6:30 p.m. on January 3, 2014, but we still did not hear back from Toshiba support person and/or a supervisor.

Desired Settlement: Provide explanation of not providing technical support

Business Response: A TAIS representative was in contact with the customer via voice mail on 01/08/2014. TAIS has apologized for any inconvenience. TAIS has informed the customer the issue “Unable to access music website/Problem loading the adobe flash” has been escalated to a L3 tech and a supervisor will be contacting 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.


Regards,

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



Business Response:
A TAIS representative was in contact with the customer via voice mail on 01/08/2014. TAIS has apologized for any inconvenience. TAIS has informed the customer the issue “Unable to access music website/Problem loading the adobe flash” has been escalated to a L3 tech. As stated in the previous response, the supervisor will be contacting the customer in the near future. As a reminder, it is stated in the Standard Limited Warranty, software issues are not covered.  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

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 12/20/2013 Purchased A brand new 58" LED TV model 58L4300U from a authorized Dealer, Resale Value of $1,699.99 12/26/2013 Toshiba customer support and consumer relations refuse my request for a Television User Guide, even if I paid for one employee and supervisor of Toshiba refuses to get me a user guide. I was told to download it then have it printed out on my own. I am disabled and do not have the ability to do this, and I can't set up of adjust the settings on my Brand new Toshiba Television.

Desired Settlement: I want Toshiba to Pick up this TV, give me a refund, and pay me for discriminating against me because i am disabled.

Business Response: A TAIS representative was in contact with the customer on 12/26/2013. TAIS has apologized for any inconvenience. TAIS has informed the customer Toshiba has gone green and the user manual is available only online. The customer would need to go to the website (support.toshiba.com), download, and print.  For a refund, the customer would need to contact the reseller where the unit was purchased to determine if the product is still under 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First I am the one who contacted Toshiba customer service on 12-26-2013 and reported to them that the 200 page manual for this NEW 2013  58"LED TV  That retails for $1,699.00 was not in this 6 foot by 3 foot box. The person at Toshiba customer service would not discuss that until I gave her my phone number,full name,address model # and serial number off the big screen TV as she was registering it for Toshiba. I stated I did not want that done all I wanted was the Manual for this TV so I could properly  install and use all of the features on this wire less smart TV as this is my first TV in 15 years and I am also disabled, she then started questioning me about my cable company and trying to sell me service for a TV that she would not give me information about. I asked for phone numbers and names for Toshiba's company president and to file a complaint with a division manager about her I was placed on hold for quite some time. All i could get was her supervisor who simply said Toshiba does not include manuals any more. and it is up to me to get and have printed out the 200 pages.

No where does Toshiba state this on the box, product  or  paper work. This TV has so many features and capabilities you would need an engineering degree to operate it. And they refuse to issue me a user manual. but rather than tell the public about this when you first call Toshiba they screw with you so that you do not call back. It is a new Toshiba Product I Paid for and Toshiba refuses to RE-INCLUDE user manuals Toshiba needs to get their New 58 inch TV out of my house and reimburse me directly. 
,
Thank You
 
****** ********



Business Response: A TAIS representative was in contact with the customer on 12/26/2013. TAIS has apologized for any inconvenience. TAIS has informed the customer Toshiba has gone green and the user manual is available only online. The customer would need to go to the website (support.toshiba.com), download, and print. If a user manual was included in the box of a product, it would likely be stated as such on the outside of the box under contents. For a refund, the customer would need to contact the reseller where the unit was purchased to determine if the product is still under the return policy timeframe. As stated in the Standard Limited Warranty, repair is covered under the warranty and a refund would come from the reseller. 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

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a had hd DVD player model number 3400KU series, was unable to connect hddvd player to my wireless internet. On instruction book for connecting player to TV and network. It states : if you are experiencing technical problems or have questions regarding operation, authorized service centers, warrenty or parts please contact our customer support center at ###-###-####. So I called and according to two customer service agents they do not offer any type of support for their products. They stated that there company does not offer support for any of Toshiba products. I read the paper that came with the hddvd player. They stated that's for show, so when you call the number they are adviced to tell the customers that they do not offer any type of support for any of there products. Which includes if you need help connecting there product. The only thing they are allowed to do is to tell customers to return there product to the original store that iT was bought from and get a replacement.

Desired Settlement: If the state that they offer technical support for having problems with connecting there products or problems with there product then they should have it. Be accountable for the products they selling

Business Response: A TAIS representative was in contact with the customer via voice mail on 01/07/2014. 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 from the reseller, 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. The customer will need to follow the
process to receive a coupon code for a replacement product on www.toshibadirect.com.  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

1/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Several times I tried to place this order. Several on-line orders generated errors yet credit card co said the charges were pending on my card. What is the problem with you people. Twice, the price went up $100 when re-ordering. Every order i have placed has ended up with a ship date later & later - i needed this now. also you have accumulated pending charges on my credit card causing me to bump up against my credit limit creating problems when using MY credit card for other purchases. I have asked your rep to remove all the pending charges so i can continue to use my card. Rep refused to fix the problem. I had to call the credit card company to bump up my credit limit so i can continue to use my card for other charges while waiting for pending charges to fall off. My credit card company says they have approved all charges against my card for every order I attempted to place (online & phone). They say the problem is on your end. Not sure what the problem is. THERE IS NOTHING WRONG WITH ME OR MY PERSONAL DATA. Recent changes in my life causing changes to my personal data should not be a problem for you. It is not a problem for anyone else. WHY IS IT SO DIFFICULT TO GIVE YOU MY MONEY? this is stupid!! You are loosing a sale. I urge you to fix this problem TODAY.You have raised the price again. Therefore, I am unable to re-order this myself and get the price I had on this previous order. Due to all the trouble i have been thru, I really think you should take an additional $100 off, totaling $669 (even w/a better processor), to match the price I would have originally paid if my very first order had gone thru. But, based on the quality of service i have received so far, i expect you will refuse.Recent order cancelled - order *******:BASE0250 - Satellite L70 / S70 Customizedi3-4000Backlit keyboardtouchscreen 17.3" 1600X900750GB HD6GB (4GB+2GB) 1600MHz DDR3L memoryDVD Supermulti drive +/- double layer10/100/1000 Gigabit Ethernet LANWireless b/g/n Wi-Fi w/Bluetooth 4.

Desired Settlement: I would like order ******* re-instated, with all exact specs, without charging me so much as a dime more. As mentioned, I think u should give me add'l $100 off. I would like the order shipped asap. I would like an email confirmation when the order is re-instated, detailing all laptop specs as well as a delivery date. And i don't want the laptop shipped to the door-step where it will be stolen. Want it to remain at shipping co for pickup.thank you

Business Response: Toshiba Direct verifies all payment information when an order is placed.  If we are unable to validate the information that has been provided, we cannot process the order.  As we had discussed with this customer, the information provided on the orders did not match with the information associated with the customer.  Therefore, for the cardholders security, as well as Toshiba Direct, we cannot process the orders.  

 

Recent changes to a customer’s personal information may hinder our ability to process the order.  Although, we will not divulge what specific information we look at to validate the payment information, changes to personal data will impact the order process.  Unfortunately, due to possible changes in the customers personal data, they may not be a good fit to do business with Toshiba Direct based on our security and verification rules.  We apologize for any inconvenience this has caused the customer and encourage them to visit a retailer that sells Toshiba products if they wish to purchase a Toshiba laptop.

 

We have never charged the customer nor have we settled with their credit card company on any charges.  When a customer places an order, as standard practice, an authorization is run on the credit card to ensure that the funds are available.  If the order is processed, this authorization drops off once we ship the product and settle the charges with the credit card company.  In the case that an order is not processed, the authorization will drop off within 1-3 business days from the date the order is cancelled.  However, this is not something that Toshiba Direct has control over and this is at the discretion of the credit card company.  We have no way to remove the authorization hold and have advised the customer to contact their credit card company.

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

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this Toshiba Satellite Laptop on November 13th, and gave it to my daughter as a Christmas present. She has now had it 6 days and the charger no longer works. I went to your website and it told me I need a replacement Ac adapter. Then it wanted me to put a $85 hold on my credit card before sending me another one. I called your support line and the gentleman called me confused about 3 times, when I can assure you I am very clear on your companies policy regarding this however I do not, under any circumstance agree with it. I offered to mail you this adapter and wait until you receive it before having you send another one but was told you do not do things that way and I have NO options but to have a hold for $85 put on my account for you to even address this adapter issue. This is unacceptable, this is clearly a product issue something defective with your product and I am being penalized for it. I have never owned a Toshiba laptop before but I can assure you I will NEVER purchase anything made by your company if this is how you treat your customers. I have never heard of anything so ridiculous, what if I did not own a credit card? Zero options for your customers, way to do business, especially when your at fault. In searching online this is clearly a common issue with your product. Your people should be able to accept responsibility and replace the item without insulting your customers.

Desired Settlement: I would like an adapter sent out asap to replace this one, and a self addressed envelope so I may send you back the defective one.

Business Response:
A TAIS representative was in contact with our customer on 01/02/2014. TAIS has informed the customer that in order to get a replacement a/c adapter, they must place an order on https://www.acclaim.toshiba.com; before an order can be processed the customer must provide a credit card of which a hold for the amount of the replacement part will be placed on the card until TAIS receives the defective component within the quoted time frame. If TAIS has not received the defective component back within the quoted time frame the hold on the customer credit card will be changed to a charge. In the warranty on page 7 it states, “Customer Replaceable Parts (CRU) Toshiba may in its sole discretion service Customer-replaceable parts by shipment of new or remanufactured replacement parts to Customer on an exchange basis. Customer is responsible for proper packing of the original part and for shipment to Toshiba. Customer must pay shipping charges, insurance, taxes and duties associated with shipment of the original part to Toshiba. Upon receipt by Customer of the replacement part, the original part shall be returned by Customer to Toshiba at Customer’s expense. Customer shall pay Toshiba the retail value of the replacement part if Toshiba does not receive the original part within ten (10) days after Customer’s receipt of the replacement part.” 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.

[there was no alternate option offered, if I do not have a credit card to allow them to charge for something clearly manufactured wrong that came TO ME not working, how can I get a replacement? I do not have a credit card to allow them to charge so therefore there is no resolution offered? That does not seem customer focused, it shows they do not stand behind their product and sell items and assume no responsibility for the quality of what they sell]

Regards,

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



Business Response: A TAIS representative has been in contact with the customer via voice mail on 01/09/2014. TAIS has apologized for any inconvenience and will be providing the customer with a replacement a/c adapter and power cord. These accessories will be delivered via UPS 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 have gotten the new charger, which actually did not resolve the problem as the tech support agent said it would but she did uphold her promise by sending a new charger so I consider this part of the issue resolved. I will contact tech support again or the rep and see what else could cause this issue with the charge only going to 61%. 

Regards,

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

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

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Satellite Pro Laptop and, I have had nothing but problems with it in the 3 1/2 months I've had it. The battery will not charge, it always has connection problems, (to the internet), it has software that not only does not operate according to advertised, but also can damage the laptop, it loads at times real slow, and there are times I have to touch the touchscreen twice to get.a response. I have sent this company numerous emails about its product and none were answered. Yet, they have the time to continually send me advertisements. In the three (3) times I have called their "support number", I got thru to someone once, and they stated they could not help me. This laptop is a very, very poor product and very not worth what I paid for it. There were times when there were problems that could relate to the CMOS, but they stopped all of a sudden. There might also be some issues with the processing chip, and the fan at times gets real loud.

Desired Settlement: I would not only like a refund, but a replacement for another brand. Their advertising that they produce exemplary products is not true.

Business Response: A TAIS representative was in contact with the customer on 01/10/2014. TAIS has apologized for any inconvenience.  For a refund of the product, the customer would need to contact the reseller to determine if the product is still within the time frame for a return or exchange.  TAIS offered to provide a warranty repair for the customer if the product is not within the return policy time frame. The customer 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.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: paid $480.00 to have a new mother board installed in my computer. lasted 4 months. customer service will not help me.they want me to pay another $480.00. reference # ******-******

Desired Settlement: all i deserve is a FREE repair

Business Response:
A TAIS representative was in contact with our customer on 12/26/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 04/23/2011. 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.

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 our customer on 12/26/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 04/23/2011. 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. Tech support did offer to provide the Out Of Warranty phone number ###-###-#### for Out Of Warranty repairs with the customer declining.   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.

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Toshiba laptop on 12/25/12. In early November 2013 it stopped working. I called Toshiba and paid them $24.95 to ship the computer back to them for repairs. On 12/2/13 I received an e-mail that the repair was not covered under warranty due to some password issue that I still do not understand and do not really care about. I agreed to pay them $113.83 and downloaded and e-mailed their form since they claim they will not accept credit card payments over the phone. I then received an e-mail on 12/9 saying they received the form and will fix my computer. On 12/12 I received another e-mail saying that the CIC code was wrong for the card. I double checked the form I sent and it is correct. I then sent them an e-mail asking to talk to someone. They gave me a number of 4********* which is disconnected. I told them via e-mail it was disconnected. Then I called customer service 3 times this week. Every time I was told that they would contact their repair and call me back. No callback. They then gave me another number to call 8********* - this number is also disconnected. I asked the person why can I not just pay you now while on the phone - NO. Cannot do that. I just hung up with them frustrated after getting nowhere for the 4th time. This has been the worst service experience ever by anyone.

Desired Settlement: Wanted my wife's computer fixed for Christmas. Now have given up. Hate Toshiba. If they send the computer back unfixed it will go in the trash where it belongs and I will tell everyone to never ever deal with these people. I have 2 tickets open with them - TC-******** *** **************

Business Response:  

A TAIS representative has been in contact with the customer on 12/27/2013. TAIS has apologized for any inconvenience. TAIS has offered to take the payment ($113.83) for the repair and send the unit to the engineers for the Out Of Scope repair (out of scope meaning the repair is not covered under the standard limited warranty). The customer has declined the offer and will instead be taking the unit to an Authorized Service Provider being as there will be a cost for the repair. The unrepaired unit will be delivered to the customer from the depot via Fed Ex tracking number 5*********06. 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

1/10/2014 Problems with Product/Service | Complaint Details Unavailable
1/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I Purchased two laptops during black Friday weekend (11-28/13 / 11-29/13) on Toshiba.com. One order was processed but the second one was cancelled for no reason at all. I used the same information for both orders, same address, same card etc. I tried several times to get an answer from Toshiba to see why one order was processed and why one was cancelled. After checking with chat agents, customer service representatives I got no answer. All I got was that they will follow the complain and generate an email to the support team and that I will have an answer within 2 business days after the complaint was generated. I asked to speak with the support team but the told me that they don't take any calls they just answer to emails. I asked for a reason or explanation of why the order was cancelled and they said that they have no information on the system and that only the support team is able to give an explanation. I am very disappointed of the way that this was addressed. After placing orders online you receive a confirmation email stating that the order was received and if additional information is requested I will receive a call from the finance department or support department within 2 business days after the order was placed. I never received any call or email for the verification or additional information if needed, all I received was a cancellation email on the 5th business day after the order was processed. I strongly believe that several procedures where skipped and that I was not taken serious when asking for an explanation and all I got was wait 2 days for the email from the support team. I asked if the order can be reprocessed, they said that it could not and that I have to place a new order. I got this orders placed as they advertised promotions and discounts for the dates of black Friday. Now if I place a new order I will have a different price and will have to wait again to the "verification" period. I am not satisfied with the company due to the bad experience on my second purchase

Desired Settlement: I like to know in full details the reason why one order is processed and why one order is cancelled when all the information is the same. I purchased this products ahead of time so that I can get it on time before leaving the country on December for the holidays. I will like also a discount on my first product due to the bad experience with the company as this is my first time buying with them and I am not happy with them. I hope that my first order gets on time as advertised.

Business Response: TAIS has contacted Toshiba Direct and would like to inform the customer of the following:
The customers original order, 1801752 was automatically released by our verification system.  However, when the second order was placed, our system placed it on hold as it was the 2nd order placed with the same billing and shipping information within 7 days.  Our system automatically holds these orders so a in-depth verification can take place to ensure that order is not fraudulent.
When the second order, ******* was reviewed the billing and shipping information did not match to the name on the order and the verification representative cancelled the order as possible fraud.  We do not proactively reach out to customers that have an order that is potential fraud, but an email was sent to the customer advising that we could not place the order due to being unable to verify the information.  For the security of our process, we do not divulge the specifics of why we could not process the order.  
However, we have created a quote for this customer, quote ******** at the same price as order ******* if they would like to place this order again.  We will process this order, as long as no new fraud indicators are raised in the process.  The customer can contact us at ###-###-#### to complete this order by presenting the representative with the quote number.  We will also be sending this information to the customer via the email address *********@hotmail.com which was provided on the order. 

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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba is not guaranteeing their television and is providing a substandard products. The case managers at Toshiba have been rude and condescending. I purchased my television in February of 2013 and have at this point had to have 3 warranty repairs. Two of these repairs were for the same part and at this point I have been without at television for a month. My concern foremost about he substandard product I purchased and Toshiba's lack of service in getting this fixed. Secondly my concern is in regards to the lack of customer service and down right rude conversations I've had with the phone support staff at Toshiba. I feel as if I am justifiably frustrated with the lack of performance by my new television and when I've called for assistance I seem to get less and less support. During my last phone call with a Case Manager the individual on the phone did not look up all of my previous repairs before tell me there was little she could do. I then asked what her records showed about my repair history and she acknowledged that she had yet to look into this. At that point I asked to speak with her supervisor and she told me that I would not be allowed to talk with anyone else. We ended our conversation with the case manager telling me she would schedule an in home repair for the television. This was never done and I had to call back later to find out that the service was never scheduled. I have requested both in email and on the phone to talk with a supervisor and have been told this was not possible.

Desired Settlement: I would request that Toshiba refund the money for the television.

Business Response:

A TAIS representative was in contact with the customer on 12/03/2013. TAIS has apologized for any inconvenience. TAIS is providing the customer a replacement: 39L4300U- new  TV with a 1 year warranty. The UPS tracking number will be available on 12/06/2013 to 12/09/2013. If the customer is requesting a refund for the TV, this would need to be directed to the reseller where the TV was purchased to determine if the TV is still within the return 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

1/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased Toshiba Satellite U845t.Computer came with broken keyboard.Touch screen stopped working after few months after purchase.Try to call support , spent 2 hours with their representative in Philippines, no help.Computer is under warranty , I have to pay for shipping to their 2 locations in USA.Never buy Toshiba again.

Desired Settlement: I would like to get new computer and not pay for shipping since it is their fault.

Business Response: A TAIS representativewas in contact with our customer on 12/02/2013. TAIS has offered to assist the customer by setting up a service work order for a repair in accordance to the warranty. The customer has declined because of the shipping fee. TAIS has informed the customer that the shipping and handling is the responsibility of the customer, per the warranty which is located online at www.
support.toshiba.com. The customer may contact Tech Support 24/7 at 1-800-457-7777 to set up the work order if the customer chooses.  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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The left hinge on my Toshiba Satellite P845-S4200 laptop broke and split the bottom of the screen. I cannot close the laptop anymore or risk damaging it more. Toshiba lists this as "normal" wear and tear and thus is not under warranty. They want over $200 to fix it. I have not dropped my computer and there is no other damage to it. A quick look online, and I discovered that it is a product flaw. In 2010, they even had a class action settlement for the hinges on the Satellite laptops. I feel that Toshiba is dishonest in that they continue to manufacture these flimsy parts and expect the customer to pay over $200 for repair.

Desired Settlement: I would like Toshiba to fix the hinge or replace my computer.

Business Response: A TAIS representative was in contact with our customer on 12/05/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 07/11/2013. 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.

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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was sent a replacement battery b/c my brand new laptop came with a defective battery. Returned the defective battery but wasn't refunded $104 hold. Toshiba Laptop Satellite **********/ Serial #*********/Order *********/Reference# ************/Case Manager=***** This situation has been a NIGHTMARE! I have never gone through anything like this with any other company EVER. I bought my laptop brand new, but immediately after the initial use, I noticed the battery life started to decrease with each charge. This brand new laptop came with a defective battery. First of all, the process of getting the battery replaced was extremely difficult. I work in IT so I consider myself pretty technical so in addition to researching online, I knew the battery was defective. I mentioned this to the tech but they insisted I go through their steps which I had already attempted. Overall after multiple calls and hours of failed attempts to rectify the issue, they finally agreed to ship me a new replacement battery. The tech took care of everything over the phone and also shipped a return postage for me to ship the defective battery back to Toshiba. In early November, I noticed a $104 charge to my credit card, which was what reminded me to return the battery, which is what I did. After 3 weeks and still not seeing the $104 charge refunded, I decided to call to get an update the return. Again, it was extremely difficult to reach the correct department and after getting forwarded multiple times, I ended up talking to *****, the case manager. Being very frustrated, after nearly an hour on the phone with *****, where he kept repeating that the package has not arrived, he continued to insist I contact UPS to find the tracking number of the package. Again, the tech who originally assisted me ordered the replacement battery, and sent the return postage. Besides an order confirmation sent to my email, I was not provided with anything else, so how I am supposed to track down the tracking number if Toshiba purchased the return postage. ***** continued to insist that I contact UPS but I advised him that Toshiba should have the tracking number. He then informed me he would forward the case to another department to try to get my $104 refunded. Two days later, ***** called me back and said they will not be refunding my money because apparently the defective battery had to be returned within 30 days. I kept pleading with him, that I was not notified that the battery had to be returned within that time frame (not on the phone, nor by email). With any right business, shouldn't there have been some kind of reminder either by email or phone stating that the battery needed to be returned. Again, I only received ONE email and it was an order confirmation email; no instructions. So now I was charged $104 for the battery, and I sent the battery back, shouldn't I be entitled to at least get another battery since they're not going to refund me money? I tried numerous times to see if there was any other alternative, but it was like I was talking to a robot, like he was reading from a script. With everything I said, his same response would be that he's sorry, and there's nothing he can do because it had already processed. Really? With any business, you can always reverse a transaction. It was like he was making things up as he went along. I then asked to speak to his manager, which he refused to forward my call. He then stated that it was him that makes the final decision on these cases. However, only two days prior, he said it was another department which will make the decision. To summarize, a $104 hold was placed on my credit card pending the return of my defective battery. I returned the battery but they won't refund my money.

Desired Settlement: All I was is my money back for the battery that I returned. This whole situation has been a nightmare, with the horrible support process to the ridiculous warranty, and on top of that their unreasonable and unhelpful case manager, *****. I definitely will never purchase another Toshiba brand item and will make sure this is heard via all routes of social media. If this unfortunate situation cannot be resolved here, I will have get my lawyer involved.

Business Response:
A TAIS representative was in contact with the customer on 12/05/2013. TAIS has apologized for any inconvenience. The new battery was delivered to the customer on 09/19/2013 VIA UPS tracking number ******************. The defective battery was received on 11/13/2013 at *********** VIA UPS tracking number ******************. The defective part must be returned within 30 days of when Toshiba ships out the order, (the defective battery would have needed to be returned by 10/19/2013), and since the battery was not received by that time the hold became a charge. We no longer have the defective battery being as when the batteries are received they are recycled. 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 definitely do not consider this a closed matter. What kind of horrible customer service is this? How can there be no other options besides me losing the $104? And you just saying this matter is closed???

 
Firstly, how was I supposed to know that it had to be returned within 30 days? I did not receive an email stating this policy nor any other type of communication. Attached is the return instructions which came with the replacement battery. Unless it was printed in invisible ink, I do not see anywhere that states the defective battery had to be returned within 30 days. I do not understand why it has gotten this far and Toshiba still won't refund my money. Just plain ridiculous!

Regards,

******** ***** 

Business Response:
A TAIS representative was in contact with the customer on 12/05/2013. TAIS has apologized for any inconvenience. The new battery was delivered to the customer on 09/19/2013 VIA UPS tracking number ******************. The defective battery was received on 11/13/2013 at *********** VIA UPS tracking number ******************. The defective part must be returned within 30 days of when Toshiba ships out the order, (the defective battery would have needed to be returned by 10/19/2013), and since the battery was not received by that time the hold became a charge. We no longer have the defective battery being as when the batteries are received they are recycled. In the warranty it states “The customer will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or provider. The customer is responsible for appropriately packaging the Product. For any replacement Product/CRU, if Toshiba does not receive the original Product/CRU from you within ten (10) days after the receipt of the replacement Product/CRU, the customer will pay Toshiba the retail value of the replacement Product/CRU.” 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.

Are you serious? This is Toshiba's mistake for not communicating this to me.

1) The policy was not mentioned to me on the call.
2) There was no email sent to me with the policy.
3) The packaging slip with the return instruction do no state the policy.
 
If this is your policy, you should have clearly stated it in ALL of the above. If it would have been, I would accept responsibility and settle, however this is NOT my fault as YOU communicated this to me! This is NOT RIGHT! How many customers have you ripped off with the scheme? This is a horrible way to practice business! Think if the roles were reversed, would you not be pissed?  So why don't you accept responsibility for Toshiba's mistake in not adequately notifying their customers of their policy, and refund me my money? This matter is NOT resolved.

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.

1/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August, we purchased a Toshiba Laptop computer. Within 24 hours it failed. After contacting online support, Toshiba diagnosed a faulty hard disk. I ordered a new one and was required to provide a credit card number. I installed the new disk and it failed. After returning the old drive, my deposit was returned. Toshiba instructed me to take the computer to their authorized repair center. I did. They installed another hard drive. Computer was returned in working order. Toshiba then charged my debit card for the cost of the drive ($190.40). When I asked why, a customer service manager said it was because their authorized service agent didn't return the old drive. I did not agree to these terms. I did not authorize this charge. I was told by Toshiba that the computer was covered under warranty and I would not be billed for the cost of the repaired. They lied. I relied upon their misrepresentations to my detriment. If their agent failed to perform the tasks Toshiba expected, Toshiba should take it up with their agent and not pay them. Toshiba should not charge my debit card simply because they have a number on file.

Desired Settlement: Toshiba should return the $190.40 they charged my debit card without my authorization.

Business Response:




A TAIS representative has contacted our customer via voice mail on 12/03/2013, TAIS has apologized for any inconvenience and are currently providing the customer with a refund of $190.40 for the hard drive. The customer should expect to receive the refund within 7-10 business days depending on their 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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 50' inch flat screen TV May 2013 for $1,670. I am on social security and disability. There have been diagonal lines across the screen, the color has been going out, and channels aren't coming in clear. Text is blurry too. I called the company about the problems with the TV and they said they would repair it only. I have been waiting for 2 weeks for the tech to come out and repair it but no one has called or showed up. They will not replace the TV either. I told them I wanted a new TV because it is under warranty. I have spoke with Jerome and he is trying to get me to get Direct TV saying he has a special package just for me. They then ask me for my e-mail and I tell them I do not have an e-mail. I am getting the run around. For the part, I was told it could take 3-5 days from one agent, 7-10 by another. Now I am told it is on back order and on its way.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want to replace the TV.

Business Response: A TAIS representative was in contact with the customer on 12/04/2013. TAIS has apologized for any inconvenience. The customer informed TAIS they have returned the TV to the reseller where it was purchased. 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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Approximately three weeks after receiving my new laptop the motherboard failed and the machine was sent back for repair. The repair took about three weeks including the shipping at both ends. When it was returned the primary hard drive had been set back to factory default and all the software I had loaded was gone. When I set the machine back up I found that the second hard drive was not listed as installed. I contacted Toshiba and asked if I could return the laptop for a refund since they seemed incapable of competently repairing the problem. They said the only thing they could do was arrange for another repair to get the second hard drive reconnected correctly. I just received the machine back from the second round of repair yesterday (11/16/2013), almost exactly 4 months after I purchased it. When I finished setting up the machine again (they had set it back to factory default again) I found that the second hard drive was now recognized, but instead of the 1TB drive I had paid for it was a 750GB drive. I contacted the technical support line and asked to be connected to a customer support specialist to request a return and refund, but I was informed that only the India based tech support was available, customer care would call me on Monday. At this point Toshiba has demonstrated a failure on almost every level. First, a hardware failure undermined my confidence in their quality. Second, by charging me to send in the failed laptop for repair they showed a lack of responsibility for their failure. Third, they failed to properly repair the issue in the first round and returned a laptop that did not contain all the original hardware and they erased my software. Fourth, they failed to accept their failure and refund the purchase for a return. Fifth, they failed in repair a second time. Sixth, their customer support is unavailable on sat.

Desired Settlement: After the demonstration of incompetence at every important point, I want to return the laptop and all accessories and receive a full refund of the original purchase price for the laptop and all accessories.

Business Response: A TAIS representative was in contact with the customer on 12/03/2013. TAIS has apologized for any inconvenience with a $50.00 Toshiba Direct Credit being provided for customer satisfaction. A refund for the product and accessories would need to be directed to the reseller where purchased  to determine if the unit is within the return/refund 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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased in February of this year a Toshiba Satellite P875-S7102 Laptop computer from BestBuy. We also purchased with this Laptop a accidental damage protection plan. about three weeks ago we contacted Toshiba about the problem we were having with the laptop getting over heated. They sent out a service technician to fix it. When the technician left, the laptop had been damaged by the service technician. We called the Toshiba warranty company and they sent out more parts than was originally wrong with it and the same technician came today to fix it. However, the technician could not fix it and the laptop is in worse condition than when he began working on it. When we contacted Toshiba, we were told that there was nothing they could or would do about it. It was the responsibility of the warranty company to deal with it.My wife and I use this laptop in our small business, Heavenly Computers. It is our accounting and Billing laptop. The serial number for my laptop is *********. The laptop is registered under ******** and ***** ******. The Case number 1*********24.Product_Or_Service: Toshiba SatelliteOrder_Number: NoneAccount_Number: None

Desired Settlement: DesiredSettlementID: ReplacementThe only resolution I will accept for this is a complete replacement of the Laptop by Toshiba. It must be the exact same make and model of this Laptop. I will not accept a refurbished Laptop to replace this one.

Business Response: A TAIS representative was in contact with our customer on 12/04/213. TAIS has apologized for any inconvenience and has offered to provide the customer with a replacement unit. The customer has declined at this time. TAIS has informed the customer if the decision should change they may contact us directly at ###-###-#### no later than Jan. 31, 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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Toshiba Excite 7.7 tablet at the beginning of the year and had to send it on for repair in October. The AC adapter that comes with the tablet stopped functioning and I tried to have the part replaced. The fist customer service rep i talked to took all my information down and she explained that the system was not accepting my warranty claim and to call back in an hour. 5 attempts were made and each time I got disconnected. Opted to buy a new one instead of hassle with customer service.The following month the tablet stopped charging and sent in for repair. Repair time took about a month and on the day of return delivery the tablet was delivered to the wrong address by FedEx. I managed to locate the package myself. The tablet was returned to me with the problem fixed but the outer shell / casing had a piece broken off of the corner and a crack around the camera module. The operating system is wrong and the tablet identifies itself as a Regza Tablet model number AT-570. When it left my home the model number was AT275-T32. I'm at wits end with the Toshiba experience and do not wish to experience the frustration of talking to a customer service rep. with an accent to thick to understand a word of what they're saying and then getting hung up or "disconnected".

Desired Settlement: Considering the age of the tablet I'd be satisfied with a replacement to this device. The unit I possess came back in worse shape than when it left. Considering there reluctance to just send a new ac adapter rather than have me send my old one in order to receive the new one. I'm not expecting anything from them at this point.

Business Response: A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience and has provided to the customer a onetime courtesy tech support for the unit to be put back to the factory settings. The customer may contact Tech Support 24/7 at ###-###-#### to receive this courtesy. 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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I BOUGHT A TOSHIBA LAPTOP(SEERIAL 1D215473Q) MARCH 3,2013 FROM BEST BUY ATL GA,IT SHUT DOWN AUG FOR 3 WEEKS I SENT IT BACK TO TOSHIBA N SEPT THEY KEPT IT 1 WEEK SENT IT BACK TO ME 1 WEEK LATER IT ACTED UP AGAIN I SENT IT TO TRI STAR (VIP GEEK SQUAD) THEY KEPT IT 1 WEEK N SENT IT BACK TO ME I HAD IT 3 DAYS N IT STARTED ACTIN UP AGAIN ITS NOW AT TRI STAR (VIP GEEK SQUAD) SINCE OCT 31,THEY DONT WANA EXTEND MY WARRANTY THEY DONT WANT TO EXCHANGE LAPTOP TOLD ME "I MUST LET THEM KEEP WORKIN ON IT N WHEN WARRANTY IS UP IM JUST OUTA LUCK,,I TRULY DONT THINK THIS IS GOOD BUSINESS,I'VE TALK TO "12 DIFFERENT SUPERVISORS" SINCE AUG,ASKED TO SPEAK TO THEIR SUPERVISOR N WAS TOLD THEY DONT TALK TO CUSTOMERS!!!!! I AM AT MY WITS END,DONT THINK THIS IS FAIR N DONT KNOW WHAT ELSE TO DO,,,HELP ME PLEEZ 1 SUPERVISOR TOLD ME "WE SPENT 413.00 REPLACING PART THATS MORE THEN I PAID FOR LAPTOP N EVIDENTALLY 413.00 PART WASNT RIGHT CAUSE IT ONLY WORKED 3 DAYS

Desired Settlement: ALL I WANT IS A WORKIN LAPTOP LIKE I PAID MY MONEY FOR

Business Response: A TAIS representative was in contact with our customer on 12/04/2013. TAIS has apologized for any inconvenience and was informed by the customer the unit is working properly after receiving the unit back from the engineers via Fed Ex tracking number ************. If there are any questions or concerns the customer may contact us directly at 1-949-461-4321. 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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba L8750-S7332 laptop on Feb 6, 2013 with an service protection warranty. This laptop had to be return for replacement because of internal computer problems on March 23, 2013 (received replacement laptop with purchased service protection warranty). I had to send this Toshiba lap top back three times because the lap top would not work properly. On the third time, I spoke with a case manager concerning my lap top problems. I explain that I had to send my computer off twice because it was not fix. I was told that a prepaid mailing label and box would be sent to me to send the lap top off for repairs(I receive the box and label) and this time it is 100% guaranteed to be repaired because they have highly trained experience technicians to repair my lap top. I was 100% guaranteed that my lap top will return repair. When I received my computer on November 7. 2013 it was in worst shape than I sent it off for repair. The key board on my lap top was not secured in place and I could not plug the power cord into it. I called and again explain my problem to customer service and a case manager employee. I was told that I would receive a call back in 24hrs. Someone called me back on Nov. 13, 2013 and left a message for me to call ###-###-#### case #1*********23. I return the call on Nov. 14 ,2013 @800am. I was told by a customer relations employee that I will receive a call today from the person working on my case. I called back @ 4pm because I have yet to receive a call from them. I was told at this time by an employee that my case is still in review and someone will give me a call after review.

Desired Settlement: I want a gift card to buy a similar lap top or another new not a refurbish similar product. I have done everything possible to get the problem taken care of. I sent this product off three times for repairs and it is still not repaired. This product is still under warranty.

Business Response: A TAIS representative was in contact with our customer on 11/14/2013; we have received authorization from the customer for the replacement and are currently providing the customer with a refurbished replacement computer. Currently, we are waiting for the customer to ship the computer to us so we can send the 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 *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, I did not give the TAIS representative authorization to replace my broken lap top with a refurbished, 6month warranty replacement, this offer was made to me by the TAIS representative stating, "We can only replace your lap top with a refurbish one with only a 6 month warranty."  At the time of this offer, I replied to the TAIS representative that I will not accept the offer because I was promised that my lap top will be fixed and it wasn't. I receive my lap top back in worst shape than I sent it.  I will keep my lap top and buy another brand.  I am not sending my lap top back for a refurbish one.  Unsatisfied customer.

Regards,

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


Business Response:  A TAIS representative was in contact with our customer on 11/14/2013; we had received authorization from the customer for the replacement and were currently providing the customer with a refurbished replacement computer, with a 6 month warranty.  Currently, we were waiting for the customer to ship the computer to us so we can send the replacement.  Being as the customer has decided not to go ahead with the provided replacement TAIS will cancel the order. The customer is still under the Standard Limited Warranty unit 3/23/2014. The customer may contact Tech Support 24/7 at###-###-#### if a repair is needed.  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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Thrive tablet auto updated to new os and now will not work. Will not boot up. No option to allow revert back to previous version. Company reps say on forum no plans to fix or allow rollback leaving us with useless $300+ coaster. Many very angry customers reporting same problem online. Consumers never buy toshiba.

Desired Settlement: Replace thrive or fix problem.

Business Response: A TAIS representative attempted to contact our customer on 12/03/2013 but the phone number given is not a working number. An email has been sent to the customer where as TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 07/2013. 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.
 
 

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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: part number: PSPLPU-01M014, serial number: ********Ci have bought two month ago a laptop from Toshiba US site, and since that day until today i am just having an irritating issue with my laptop. (the Blue screen) is just showing every single 15-20min and when ever i hibernate the laptop or put it to sleep and when ever i turn on the laptop.i have done a refreshing and restore for the laptop but it is the same issue keeps coming up every time??? i have snapped some pictures for some of the blue screen message as a sample and as a documented issue, and i attach it to Toshiba CS email hoping that would help them to determine the issue fast and efficiently but they just returned the computer twice to me saying there is no Problem found and in the second time they replaced the HDD.i sent the laptop for the third time today and they said that they will send it to VIP service center, i was trying to replace the computer or even return my money back but they just refuse my requests.i am not satisfied with this way of treatment like i have no rights. even though they sold me a faulty machine (factory malfunction), i wasted so much time with their CS and support service with no progress. please i am relaying so much in my graduate study on a good computer and i choose Toshiba because i had a great experience before that with the same line (satellite). but now i just want to replace it or give me back my money.

Desired Settlement: part number: PSPLPU-01M014, serial number: 7D193641Ci wanted to replace the laptop but Toshiba keeps persuading me that they will fix the laptop, and nothing happened right.i need a full refund including the shipping and Tax i paidproduct Code Product Description Quantity Total P70-AST2GX1 Satellite P70 / Core i7-4700MQ / 17.3" 1080p / 16G 1 $1,179.09and my shipping cost for the first time to send it to maintenance through USPS = almost $30

Business Response: A TAIS representative has been in contact with the customer via voice mail on 12/03/2013. TAIS has apologized for any inconvenience and has informed the customer the engineers have received the parts and are ready to be installed. At that time the unit will be put on a 24/48 hour burn to make sure the unit is working properly. As far as a refund, that would need to be directed to the reseller where the unit was purchased. 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.

[Because I bought the laptop from Toshiba USA website no third party between us, secondly Toshiba tried to fix my laptop twice but they failed twice I don't expect that they will fix it at the third time, it is just wasting for my time and my money. I have tried to tell them that the laptop it self has a problem from the factory but they won't listen and keep excusing that they will fix it]

Regards,

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



Business Response:  



A TAIS representative was in contact with the customer via voice mail on 12/09/2013. TAIS has apologized for any inconvenience and has informed the customer the unit is in the testing
phase to make sure this is a hard ware issue and not a software issue from the software that was loaded by the customer. The software loaded could have had a compatibility issue with the unit. If the unit passes all required tests, it will be shipping out within the next couple of days. As far as a refund, that would need to be directed to the reseller where the unit was purchased. 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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 1, 2013 I notified Costco concierge service and Toshiba that my 40" flat screen television model# ******** purchased on December 23, 2012 was no longer operational. I was told that the warranty repair company, Nexicore would notify me within three days. Four days later I called Nexicore and was told a repair technician would call that day for an appointment. No call was received. On October 9th I called and was told the part was o18thn backorder until October 17th. Ummmm how was a part ordered when my television was never looked at by a repair person never mind diagnosed. On October 18th I called back to only hear that the part was still on backorder until at least October 31st. From November 1st through November 18th and after dozens of phone calls and hours spent on the phone. Toshiba offered me "TWO" options. Continue to wait for the still backordered part for my TV that was never diagnosed or accept a "REFURBISHED" 39" TV model #********. it would come with a 90day warranty. They stated although smaller it was a better TV. If your new cars engine blew up. Would you accept the manufacture telling you to accept a smaller refurbished engine? I wouldn't. I also have been paying for cable that I haven't been able watch since September 30, 2013. I believe over 7 weeks to resolve what I think is simple fix is unacceptable.

Desired Settlement: I do not want a refurbished television. Also if Toshiba would like to upgrade me to what they call a better TV. I would like it to be at least the same size television or bigger than I purchased.

Business Response:
A TAIS representative has contacted our customer on 11/18/2013; TAIS has been given authorization by the customer and are currently providing the customer with a refurbished replacement TV. Currently, we have a delivery date to the customer of Monday 12/09/2013 via UPS 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

1/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Toshiba refuses to honor my right to return, be refunded or have exchanged a defected Satellite laptop, whose screen I found completely cracked on the third day after purchase. According to Toshiba, the damage is physical, i.e. by the user. I bought this laptop, Toshiba Satellite C55-A5310, At Best Buy in Emeryville/Oakland. I was given a sealed box, which was brought out from the warehouse storage by a sales associate. Something felt fishy to begin with, like the laptops inability to recognize Microsoft Office Trial, but the worst awaited on the third morning when, upon turning on the laptop, I found the screen almost completely cracked. Only a little corner on the right side of the start-up screen looked like it should be, a serious crack ran in the middle from top to bottom, surrounded by a huge black balloon shape. All else was pixels and dotted lines. I have been a laptop user since 1997. I am a writer, and to me my computer is my lifeline. I know how to handle my lifeline with care. This computer was sitting on a desk where I was using it, was doing okay when I shut down the computer, and showed the cracked screen upon turning it back on the next morning. Toshibas attitude is, "you did it", and "you can send it it for repair, but well charge you." I believe this laptop was defective to begin with. Best Buy wrote off their responsiblity by refusing to take it back, even though it was merely three days old, and Toshiba wrote off its responsibility as a manufacturer by having me become the culprit of a defective laptop. All this has been very taxing, and it has taken off so many work hours from me, let alone the emotional upset of having been rendered responsible for faults that have nothing to do with me.

Desired Settlement: My desired settlement is a full refund of USD 430,00.I could go for more, like having Toshiba pay for my lost workhours, lost writing engagements, etc. Also, it would be important that laptop manufacturers would no longer be excused from installing low-quality screens to their laptops and then have the right to not cover them in warranty, which seems to be a case. There are plenty of other people who, because of their current financial standing, cannot buy a super expensive (durable) laptop.

Business Response: A TAIS representative was in contact with the customer on 12/20/2013. TAIS has apologized for any inconvenience.  TAIS has informed the customer a cracked LCD is an Out of Scope repair 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. A refund of the product would be directed to the reseller where the unit was originally purchased to determine if the unit is within the correct time frame and policy of a return. If the customer would like to contact our out of scope repair depot, they may contact them 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

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a ****** DVD/VHS Recorder through ********** for $156.53. When I received the unit, it immediately malfunctioned and chewed up a 1997 home video. Since it was "opened", I couldn't return it through ******, therefore, I attempted to contact "Toshiba". I went to their website and had a live "chat" with one of their support specialists (*******. He gave me a link that included a mailing address to print out to send my unit back to Toshiba (Which cost "ME" another $24.56) and supplied me with a page that gave me "two" options. Option 1 was to return my unit for a replacement of the same unit (which I didn't trust or want anymore), or option 2, which is go to ***************** and choose something else comparable to price with a coupon code (********) which they emailed to me upon receipt of the malfunctioned unit. There was no option for a simple refund to choose, and I "had" to choose one of the other choices. Upon receiving my coupon code, I browsed the ***************** site, but didn't need, and wasn't interested in any of their offered products for replacement. I called their customer support line only to find out that Toshiba "Won't" give me a simple refund of my money for their faulty equipment. They said they would "only" if I had replaced the bad unit with "another" malfunctioned unit, in other words, "It has to happen twice" for them to consider giving me my money back. I don't know of any other business that won't accommodate their patrons with a refund after taking that patrons money for a jinxed piece of equipment. So, I'm out a total of $181.09 unless I spend it on something/anything that I don't want or need from "Their" company (exclusively).

Desired Settlement: All I'm asking for is what I've spent on this aggravating situation which was no fault of mine, aside from trusting the Toshiba brand. I spent $156.53 on this unit, and another $24.56 sending that unit back to them. None of this should have happened with a quality product, or at least some "common sense" customer support policies. Total expenditures: $181.09. Please Help Me! Sincerely, ****** ***** ***

Business Response: A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience. ******* has informed the customer a refund is only provided if the product has been discontinued or several replacements have been provided that did not work. The customer is able to use the code provided to purchase any product available for the replacement at Toshiba Direct. The customer may directly contact ******* at **************. At this time we consider this matter closed.

Consumer Response: Apparently Toshiba doesn't care much about their reputation. I assure you that their stance on this issue will only add to that negativity if a simple refund for their returned malfunctioned product isn't issued. Again, there is "nothing" on their ToshibaDirect website that I am in need of. Offered on that site is two dvr's. The malfunctioned one that I purchased, and a less expensive one. I chose Not to jump through the same hoops again with the Same product after it Ruined one of my 1997 home movies. Why would I take that Same gamble again with the Same product? I do not need a laptop, a TV, or anything else of their offering. This business practice holds the patron's money hostage, and is not good for business, I assure you. Regardless of their unknown (at the time of purchase) and very uncommon policy, I ask for reconsideration before any more of Toshiba's credibility is strained. At this time we consider this matter Wide Open.

Business Response: A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience. ******* has informed the customer a refund is only provided if the product has been discontinued or several replacements have been provided that did not work. The customer is able to use the code provided to purchase any product available for the replacement at Toshiba Direct. The customer may directly contact ******* 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. It is now well documented that Toshiba Corporation has refused to refund money owed to me for a malfunctioning unit offered through **********, while in turn, forcing me to settle for a bill of goods I do not desire. While I do not possess the wherewithal for legal action, I will use "every avenue" of social media at my disposal to forewarn as many as possible about Toshiba's stand and their "screw the customer" policy. I will use their so-called "coupon" to at least get another piece of their junk for the money I cannot recover from them, and in the end, they will have lost much more than I will. Toshiba, You had your chance! Thanks for your Robo-reply. Very Classy! Sincerely, ****** *** *****

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.

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 9 laptops on ********************* with 2nd day air. Will not be receiving 2nd day air, and no refund either. On November 21st, I ordered 9 laptops for A Woman's View in ******** ** before 10:00 AM EST with 2nd day air because we need them ASAP. After 4:00 PM EST I receive an e-mail saying they need to verify the order, hence, my 2nd day air will no longer be 2nd day air. After verifying the order in the morning, I called to ask about getting part of the 2nd day air back and spoke to ******. She was very nice, but informed me that with their verification process that they couldn't give me a refund. My question was how can they put 2nd day air on their website and never really offer 2nd day air, not only that, but they don't ship out on Friday either. So my 2nd day air we paid extra for, is now, 4 day air.

Desired Settlement: I reasonably expected to order 9 laptops from them online and receive them in 2 days because of paying for it. I would like to get the laptops by Monday and I won't need a refund but they would need to be overnighted on Saturday. If they can't by Monday then they should be honest and give a partial credit.

Business Response: A TAIS representative has been in contact with Toshiba Direct. Below is the information received.

The customer placed the order online on 11/21/13.  During the checkout process the website clearly outlines the shipping policy:
 
Note: Expedited shipping, such as Next Day or 2nd Day, is dependent on product availability and payment verification which can take 1-2 business days. Orders placed Mon - Fri after 12:45PM PT or on weekends, will usually ship on the next business day. Holidays and weekends are not scheduled delivery dates. (Expedited shipping is not available for orders containing televisions, TV/DVD combos, customized laptops, or orders placed on Saturday and Sunday). For assistance please call the phone number above during regular business hours.
 
We did need to speak with the customer to verify the payment information and therefore, the order did not get released to the warehouse for shipping until 11/22/13.  The order did ship out on 11/22/13 under *** tracking numbers:
 
****************** ****************** ****************** ****************** ****************** ****************** ****************** ****************** ******************
 
As stated in our policy online, holidays and weekends are not scheduled delivery dates.  Since the product shipped on Friday, 11/22/2013, the earliest delivery would be Monday, 11/25/2013.  However, due to adverse weather in the *********** ***** area, there was a 24 hour delay which made the delivery 11/26/2013.
 
Although, we are not responsible for the delay due to adverse weather and we clearly stated that weekend deliveries are not available, we are processing a partial credit of $33.20 which is a 20% discount on the $165.99 shipping charge.  The credit is being processed to the credit card ending in ****.

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 refund is too little, and I know that inclement weather played a part in some of the laptops arriving later, but that isn't my complaint. I'm not even complaining about the order verification process, I'm complaining that I paid 2nd day air before 10 in the morning, fully expecting the laptops our business needed ASAP to leave that day. If you see that someone has ordered 9 laptops and paid 2nd day air, maybe you could call to verify before 4 in the evening that day, that is dishonest and lazy to me. Not only was I not in the office then, fully having expected the laptops to have been purchased already, only to get a call at home where I could not reach the contact on the card that was used to pay for the laptops. Don't offer 2nd day air and charge a lot of money for it if you think you can never ever reasonably expect to offer that service, it is like bait and switch.

Regards,

***** ******

Business Response: As stated in our original response, choosing 2nd Day Air is dependent on product availability and payment verification which can take up to 2 business days.  We
work all orders in a first in, first out basis, with expedited orders prioritized, knowing that the customer is looking to have these item as quickly as possible.  The order was shipped the following business day (within the posted processing time of 1-2 business days) and the only delay outside of the posted processing time was 1 day due to weather, which is outside of our control.  We feel that the good faith credit of 20% that has been issued is appropriate and further credits will not be issued. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution will apparently be the best I can get from them.  I will wait for the business to give the 20% refund, if it does, will consider this complaint resolved although still unsatisfactory.

Regards,

***** ******

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

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba laptop from Best Buy August 3rd. I had to send it out via Geek Squad in November. It was returned and in less than 24 hours crashed again. I called Toshiba, sent it out again (at my cost of $19.00) before Thanksgiving and just got it back December 10, 2012. and got it back only to have to return it to manufactures settings (which erased all my school work) and now the touch screen does not work. Called Toshiba and they said I have to send it out for a 3rd time. I have sent it out more than I have used it. I bought it for college and I am not able to use it for school. I called and ask to return it for a refund and was told NO and they hung up on me. I looked at their Facebook site and I am not the only one going through this type of problem.

Desired Settlement: I want to be refunded the full cost of what I paid for the laptop so I can go purchase a laptop that actually works!

Business Response: A TAIS representative has contacted our customer; we are currently providing the customer with a new replacement computer. Currently, we are waiting for the customer to provide authorization to continue with the 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

12/23/2013 Problems with Product/Service
12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My laptop is a lemon. I have attempted to reach customer support and service on multiple occasions without success. The laptop continues to experience hardware related failures even after Toshiba sent the laptop for repairs at Tri-Star Computer repair service. I was given the laptop as a gift last Christmas. I have owned the computer for less than a year. This product should be under warranty.

Desired Settlement: I would like this laptop replaced.

Business Response: A TAIS representative was in contact with our customer. The first time the customer called into TAIS for assistance was 01/04/2013; a repair was set up the same day. Per our standard limited warranty it states that the components replaced have a 30 day guarantee after the repair has been completed. The unit was tested and passed all tests before shipping  back to the customer on 01/10/2013.The next time the customer called into TAIS since the repair was on 12/12/2013. We advised the customer that considering the warranty expired on 05/2013 and their last repair was in 01/2013, the customer was informed that any further 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.

Toshiba and I agree to disagree.  The product is an absolute lemon.  I contacted Staples where the laptop was originally purchased.  They referred me to the manufacturer Toshiba.  Toshiba referred me back to Staples.  This is a classic case of responsibility deferment by both the seller and manufacturer.  The quality was compromised well before my son opened the box for his birthday in July of 2012.  The majority of components failed within less than a month.  The components were replaced by a third party Toshiba based company within a few weeks of using the laptop.   I cannot verify whether the replaced components were Toshiba certified, refurbished, or provided by a third party since opening the laptop would immediately void the warranty.  Toshiba claims that these components were only under warranty for 30 days.  That is not an acceptable warranty period for any component.   I work in the computer industry so I am very familiar with the lingo and tactics many companies use to attempt to dupe the customer.  

The customer representative did not deescalate the situation in the least.  She made it abundantly clear that her hands were tied in this matter and she was not authorized to offer or recommend anything.  I was informed that the responsibility to fix the laptop falls on me.  How do you replace multiple defective components in a laptop without spending more money than the original purchase price of the laptop?  I might as well just recycle it and move on.

I purchased a laptop with the best intentions only to be left with an overpriced door stop.  It seems Toshiba wins this round due to a technical knockout.  Toshiba makes it clear that they will only stand behind their products when an established warranty forces their hand.

Regards,

***** ****



Business Response: A TAIS representative was in contact with our customer. The first time the customer called into TAIS for assistance was 01/04/2013; a repair was set up the same day. Per our standard limited warranty it states that the components replaced have a 30 day guarantee after the repair has been completed. The unit was tested and passed all tests before shipping  back to the customer on 01/10/2013.The next time the customer called into TAIS since the repair was on 12/12/2013. We advised the customer that considering the warranty expired on 05/2013 and their last repair was in 01/2013, the customer was informed that any further repairs and or technical assistance 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

12/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TOSHIBA TV MODEL #********, SERIAL NO. ************** THIS TV IS NOT 4 YRS. OLD. HAS BEEN DIAGOSED WITH DEFECTIVE HARDWARE WHICH PRESENTS ON THE TV AS A SOLID HORIZONTAL LINE ACROSS THE WIDTH 1/3 OF THE WAY DOWN THE SCREEN. ALSO VERTICAL LINES THAT COME AND GO IN BUNCHES OF ONE OR MORE ACROSS THE ENTIRE SCREEN. CALLED, EMAILED STILL NO RESPONSE AFTER 2 WKS. SO I CONCLUDE THAT YOU WILL NOT HELP ME OUT WITH THIS PROBLEM. REALIZE THE WARRANTY IS UP, BUT DOES A 400.00 TV FAIL IN 3 YRS. THE REPAIR WOULD COST ME 100.00 FOR THE CALL, THEN THE LABOR AND PLUS PARTS. AFTER SPEAKING WITH SEVERAL PEOPLE THE REPAIR WOULD PROBABLY COST ME AS MUCH AS GETTING A NEW TV. I AM ASTOUNDED THAT THIS PROBLEM HAS OCCURRED. I HAVE A TOSHIBA TV THAT IS 12 YR. OLD AND RUNNING BEAUTIFULLY. HAVE HAD NOTHING BUT TOSHIBA TVS FOR THE LAST 20 YRS OR SO. LOVE THE QUALITY, PICTURE, ETC... BUT THIS IS NOT ACCEPTABLE. I ASKED FOR SOMEONE TO RESPOND TO MY EMAIL WITHIN A DESIGNATED TIME FRAME. NO RESPONSE, DECIDED TO FILE MY COMPLAINT. SOMEBODY NEEDS TO KNOW AND REALIZE THAT WHEN YOU PAY ALOT OF MONEY FOR SOMETHING, IT SHOULD LAST MORE THAN 3 YRS. ****** ******** Product_Or_Service: TELEVISION

Desired Settlement: DesiredSettlementID: Other (requires explanation) YOU CAN SEND ME A REPLACEMENT TV, SEND ME A CHECK FOR A NEW TV, OR CONTACT ME FOR ANY FURTHER ACCEPTABLE OUTCOME . I HAD TO PURCHASE A NEW TV ALREADY AS THE ONE WE HAD, THE TOSHIBA WAS GETTING WORSE EVERYDAY. SO... I OBVIOUSLY DID NOT GET ANOTHER TOSHIBA TV. HOWEVER I AM WILLING TO DISCUSS A FAIR RESOLUTION TO MY PROBLEM.

Business Response: A TAIS representative was in contact with our customer on 11/20/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 07/06/2010. 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.


Regards,

 
The defective part is one that should not break down so soon, this was told to me by a repair person.  Toshiba tells me the warranty lasts for 1yr. I know that.
Toshiba may feel they do not owe me anything, however I feel that their response is inadequate.  They may close the case, but my complaint will remain open with the Better Business Bureau and any postings I can make regarding Toshiba products in the future, especially since they took such a hard stand on their "WARRANTY".
I agree my warranty is out of date, but I also know when something this bad happens most companies will try to make it right in some way.  Since Toshiba does not intend to do so, I will no longer do business with them as far as buying their products from any store. I will also return to the store the computer I bought a few days ago, just because I do not feel they are reliable and responsible when it comes to keeping their customers first in their responsibility to their products and the longevity of them. ****** ********

Business Response:
A TAIS representative was in contact with our customer on 11/20/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 07/06/2010. 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 ******* I submitted the receipt information initially when making the complaint.  I have a copy of sales receipt, but do not have a fax and the printing is extremely light because of the kind of paper using in making the receipt.  Can I send you a copy in the mail?  If so please provide me with your address and allow me the additional time to get it to you.

Regards,

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

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

12/20/2013 Problems with Product/Service
12/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba E xcite 10 LE 16GB tablet on 9/4/2012 and the touch screen stopped working on 10/2/2013. I have contacted customer support and they have indicated that there is nothing they can do since the product is past the 12 month warranty. Renz, case #************, provided me with the Toshiba repair number and said that was all he could do. I am very unhappy that Toshiba will not stand behind their product that is only 13 months old. Their lack of help with this issue says a lot about the product they produce and I doubt that I will ever buy a Toshiba product again.

Desired Settlement: I would like the tablet replaced.

Business Response: A TAIS representative was in contact with our customer on 12/03/2013. TAIS has apologized for any inconvenience and informed the customer that their warranty expired on 09/04/2013 (per the purchase date given to us by the customer). 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

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a Toshiba laptop computer on 4/15/2013 ,my laptop is covered under warranty until 4/2015. The laptop has an internal screen crack and is now experiencing a smeared screen. When I contacted Toshiba to report the issue and have the device repaired I was informed that this service was not covered under the warranty and I would be charged $390.00 to have it fixed. This is the second Toshiba laptop that I've purchased within the last two years that has been faulty.My last laptop has issues with the motherboard, this laptop purchased less than 7 months ago is also faulty. Both products were purchased brand new from Best Buy .

Desired Settlement: I'd like to receive either a refund for this laptop in which I still have the box it was in and the purchase receipt, or I'd like the computer repaired at no charge to me due to a faulty product .

Business Response:
A TAIS representative was in contact with our customer on 11/25/2013. TAIS apologized for any inconvenience and has informed the customer a cracked LCD screen 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. 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 response is unacceptable as this is the second faulty device I have which is manufactured by Toshiba that has an issue. My daughters laptop screen also melted and burned overnight while it was unplugged and turned off. I reported this problem to Toshiba and received the same response that it would not be fixed. The issues I'm having with Toshiba's products are of no fault of my own , my laptop experienced the same issue after only six months and has already proven faulty. This is poor customer service, not to mention I have two faulty laptops which Toshiba refuses to repair. Toshiba company continues to sell defective products, and this is unacceptable. I would appreciate some type of resolution which results in either a repair or replacement of this product. I have the receipt of purchase and the laptop is still inside the box. When I purchased this product I wasn't informed that a cracked or melted screen would not be covered under warranty ,otherwise I would have never purchased.
Regards,

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



Business Response:
A TAIS representative was in contact with the customer on 12/06/2013. TAIS has apologized for any inconvenience and has informed the customer her daughter’s unit being as it had overheated and melted would be able to be sent to the Special Evaluations team for diagnostics. The cracked LCD screen is something that is not covered under the Standard Limited Warranty being as this would be considered physical damage. The cost of the repair or technical support would be the responsibility of the customer. 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

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This letter is a complaint against Toshiba On-site Repair Department and their ******* *** contractors for contract fraud and bullying. A service order was issue by Toshiba to repair a ****** ****. When ***** the technician who spoke minimum English arrived, he brought two speakers and a motherboard. As he dismembered each part of the computer on the table, I noticed he turned the unit over and began pressing firmly on sensitive areas of the unit. It appeared he was unfamiliar with a ****** ****. While observing his handling of the unit he was ask, "Should you be pressing like that?" He did not respond and continued to press; shortly thereafter-cracking sounds were apparent. After closing the unit, I asked him to test everything. It was brought to the technician attention the speakers were not sounding properly, certain keyboard buttons were sticking and the power cord section was shaking. He told me to call corporate, request another on-site repair service, and order the additional parts he had to get to another appointment. The tech was more interested in getting to his next appointment for payment. This was unacceptable. After his departure, I examined the excellently kept ****** ****; the speakers were non-functional, keyboard buttons were sticking, screws was left on my table, screw covers were missing and now the LCD monitor had multiple yellow streaks. Toshiba corporate was notified to make a complaint concerning the service, non-communicating skills and damage the technician had caused, they dispatched another technician; name **** *******. This technician knew of the previous technician and additional complaints concerning his past work. After his examination of the unit, he determined the previous technician did not replace the ************* Speakers with subwoofer, several screws and covers were missing, and internal speaker wires were not reconnected and damage to the harass cable. As this technician began replacing multiple parts, he noticed the yellow streaks in the screen. However, his concern was also getting to his next appointment. Instead of directly contacting the proper department, he informed me to call the technical line myself because he did not have time to wait on the telephone. In disbelief, I contacted the ******** 800 number informing them a complaint will be file with the Toshiba corporate office concerning the service received; a woman urged me not to contact Toshiba corporate because she would handle the complaint. Two weeks past and she never called. It became apparent; this service company was collecting a check as a contractor for Toshiba and not servicing the Toshiba customers properly along with covering for their inept technicians. After contacting the Toshiba corporate, a new set of technicians were dispatch and more parts were replaced. A technician named ***** noticed the motherboard Toshiba shipped appeared not to fit properly referring to never seeing a motherboard with the power socket attached. He notice-missing screws, covers, and failing parts shipped by Toshiba. This technician told me to call and have the additional replacement parts sent. After this tech came out on a Tuesday by Friday the computer had multiple yellow streaks, power cord socket wasn't properly working and monitor was black, battery socket, keyboard buttons were difficult to press and the speakers were non functional. On Saturday, this customer of Toshiba drove fifteen miles to the technician's office. He stated multiple internal problems with the parts Toshiba was shipping. In addition, the following parts needed to be ordered a new battery, a power cord, another motherboard, another LCD monitor, and a harass cable to repair the yellow streaks. The first technician name ***** handling of the computer created these problems; you do not manhandle a laptop and continue forcing a part in place especially when cracking sounds begin. Once again, Toshiba corporate and the representative handling my case confirmed I possibly qualified for a new unit under the service net plan. After contacting the service net department the supervisor ******, shifted the blame onto Toshiba; then Toshiba shifted the blame on the service net department. ****** reviewed the original technician handling of the unit and suggested a new unit due to the fact Toshiba sent out an incompetent tech that damaged the unit. He was going to discuss with Toshiba. The problem ****** never reached out to me after waiting for him to obtain a new replacement for two weeks. On November 22, 2013, a message was left with the Toshiba corporate representative; the representative contacted the service net department then told me not to deal with them any longer. It was apparent the Toshiba representative was irritated; shockingly the Toshiba representative refused to honor the replacement of my damaged unit with a new unit, claiming there was not any option but a refurbished unit. Sarcastically I was inform there was not anyone else to address about this problem. Corporate employee intimidation and denigration of a unit is unacceptable when the original tech created the on-going repair problems. This representative had no right to degrade my unit, bully and corner me because of my request for a new replacement unit. I will not accept any Toshiba refurbished garbage. My ****** **** was a stationary unit only never exposed to any damage except allowing these contract paid con artist technicians to damage it unnecessarily. I want a complete refund (unit and 1ST/2ND YR *********** + ON- SITE REPAIR FOR NTBK W/2YR STD) or a new replacement unit. This problem needs to be resolved immediately.

Desired Settlement: I request a complete refund (unit and 1ST/2ND YR *********** + ON- SITE REPAIR FOR NTBK W/2YR STD) or a new replacement unit.

Business Response:
A TAIS representative was in contact with the customer on 11/22/2013. TAIS has apologized for any inconvenience and has offered to provide a refurbished replacement unit for the customer .TAIS has attempted to contact the customer on 11/25/2013, 11/27/2013, and 12/02/2013 to discuss the specifications of the available unit and to proceed with this replacement. The customer may contact TAIS directly at ************** to discuss this option. 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.

TAIS deliberately lied concerning making contact with me; in addition giving false dates.  Toshiba sold a fraudulent repair service and then their technician damaged my unit.  Anyone who is sending multiple technicians' out and addressing the same problem something is wrong.  Their offer is unacceptable and apology is condescending.

 Regards,


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

Business Response: A TAIS representative was in contact with the customer on 11/22/2013. If the customer is not happy with the Onsite service that was
purchased, that would need to be addressed with whom the extended warranty was purchased through. The customer had a functioning unit from 03/07/2012 until the first repair which was 01/03/2013. Being as the customer had 10 months of use of the unit, a refurbished unit is what would be offered for the replacement. TAIS has attempted to contact the customer on 11/25/2013, 11/27/2013, and 12/02/2013 to discuss the specifications of the available unit and to proceed with this replacement. Voice mails were left for the customer being as the customer was not available. When the last conversation was held with the CEO agent, the customer asked the agent to find a comparable model and contact her. The agent as attempted to do so and had to leave the voice mails. The customer may contact TAIS directly at ************** to discuss this option.  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

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