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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 13 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 786 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

786 complaints closed with BBB in last 3 years | 205 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 25
Billing/Collection Issues 10
Delivery Issues 9
Guarantee/Warranty Issues 122
Problems with Product/Service 620
Total Closed Complaints 786

Customer Reviews Summary Read customer reviews

10 Customer Reviews on Toshiba America Information Systems Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 10
Total Customer Reviews 10

Additional Information

BBB file opened: September 12, 2013 Business started: 02/09/1989 in CA Business incorporated 02/09/1989 in CA
Type of Entity

Corporation

Business Management
Ms. Jennifer Burnett, Resolution Expert Mr. Mark Simons, CEO
Contact Information
Principal: Ms. Jennifer Burnett, Resolution Expert
Principal: Mr. Mark Simons, CEO
Related Businesses
Toshiba Business Solutions 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
Computer Systems Division of Toshiba America TAIS Toshiba America Toshiba Direct Toshiba Factory Service

Additional Locations

  • 9740 Irvine Blvd

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

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba laptop a long time ago and loved it. That's why I decided to replace it with another Toshiba. I've had to return this same laptop to ***** **** twice. The first time the laptop had nothing installed on it-- I mean no Operating System. The second time, I had moved all of my files over-- and the thing was making a funny noise. I suspected this was either a fan or the hard drive. I returned it shortly after and got yet another one. I should've stopped there, but I figured it was a fluke. After all, I'd owned one before that worked well. This laptop that I have now has had crashing multiple times. I get the "blue screen of death" that also says there is a MEMORY MANAGEMENT error. I ran a memory diagnostic on it. The computer has hardware problems. I called tech support. They said I can send it to the depot, but I have to pay for shipping. All of the info was supposed to be sent to my email for shipping and I didn't receive it. I had to call back and got a forwarded email that didn't include all of the info I was supposed to get on how to ship and if I want a box or a satisfaction survey that I was supposed to receive. There isn't any address or anything about how to ship it-- and even if there was, I shouldn't be having this problem. I shouldn't have to pay for shipping on a computer that's malfunctioning and its less than a year old. It's had problems since the beginning and I should've taken it back then, but I didn't realize how profound the problem was. I have factory restored it three times moving my stuff back and forth off and on it. This is frustrating. I don't like the idea of sending my computer (which has banking info and everything else) stored on its hard drive out to who-knows-who. I'm not sure I even want it fixed now, because I don't feel confident in this product anymore. Plus the frustation of tech support, coupled by how hard it is to understand people with accents on the phone. I no longer trust this company. Not happy!

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our technical support representative and they processed a depot repair order for the unit of our customer. Our customer already received the email confirmation last 7/12/2016 for the repiar and they need to complete the repair order online. This repair order that was processed is based on the standard limited warranty of the unit. The standard limited warranty stated;

How Long Does This Warranty Last?
One (1) year after the date of your purchase (“Limited
Warranty Period”). The Limited Warranty Period for the rechargeable battery included with the Product is one (1) year from the date of your purchase.

What Will Toshiba Do?
If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty. Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.
TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS,
DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE
RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN
SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.

How to Obtain Repair or Replacement Service For A Product Purchased In The United States?
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 Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.

If the customer has any questions or concern they may contact our technical support department at 1-800-457-7777.

 

 

Consumer Response:

Better Business Bureau:

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

You have not changed anything from my original complaint. Your response was just an impersonal list of policies. Of everything I listed, the company hasn't even bothered to address a SINGLE concern I put in my complaint.

The problems are:

1.) You sold me 3 pieces of defective equipment. I've returned 2/3 and am unhappy with the 3rd as it has a hardware problem.

2.) You confirmed that I called tech support, which I already told you. What I wrote was that your tech support didn't send the proper information to me about shipping. They missed emailing me important information. What's more, I don't want to call them back (I've called twice already due to this error and I'm already frustrated with this whole ordeal). I can't understand the thick accents over the phone and the automated service is very frustrating.

3.) Returning said hardware will cost me shipping.

4.) Even if I return hardware for repair, Toshiba has not given me trust that it will be properly fixed. You can send it back, unresolved, and the warranty will run out.

5.) Sending the computer out to depot opens me up to identity theft problems (do you also outsource your depot like you do your tech support??).  Regardless, I don't trust sending my computer and contents of its hard drive to strangers. It has more important and confidential information stored on it (even a factory restore cannot take away information on the hard drive) than credit cards. Would you ship your credit card to a stranger? How about your entire wallet and your bank account information?

Toshiba is representing it's company poorly. You haven't shown that you stand behind your products, or care about your consumers. Toshiba hasn't even made a reasonable attempt to address any of my issues.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that the email confirmation that was sent to our customer's email address was a system generated after the repair order was processed. All the procedures about the repair process was on the same email even the shipping and handling information and this is based on the Standard Limited Warranty of the unit. The Hardware repair process is part of the warranty of the unit which is our technical support representatives followed if they found out that the issue of the computer is not repairable after they performed troubleshooting over the phone. The Standard Limited Warranty stated;

TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS,
DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE
RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN
SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.

What Are Your Obligations?
You must retain proof of purchase showing price, date, location of purchase and Product description which may be required for warranty service. Toshiba strongly recommends you register your Product either during the initial start-up of the Product, or online at register.toshiba.com. Your failure to complete Product Registration will not diminish your rights under this Limited Warranty.
Always keep a backup copy of the data on your Product before sending it in for repair and remove all confidential, proprietary or personal information. Also be sure to remove all accessories or peripherals.
TOSHIBA IS NOT RESPONSIBLE AND FULLY DISCLAIMS ANY AND ALL LIABILITY FOR ANY ACCESSORIES SHIPPED WITH THE PRODUCT.
If you authorize Toshiba to perform any services excluded under this Limited Warranty, you may pay standard repair fees for such work.

YOU MUST READ AND FOLLOW ALL SET-UP AND USAGE INSTRUCTIONS PROVIDED
WITH THE PRODUCT. IF YOU FAIL TO DO SO, THIS PRODUCT MAY BE DAMAGED OR
MAY NOT FUNCTION PROPERLY, OR YOU MAY LOSE DATA OR SUSTAIN PERSONAL
INJURIES.

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 company has proven not to provide quality products and services to its customers. The way it provides customer service is atrocious. I have taken very good care of this computer and this is definitely an issue of quality on Toshiba's part, which they have failed to own up to. I will never buy from Toshiba again and I will tell everyone I know about my experience with this company. I'm certain the company will go downhill from here even my ***** **** no longer even sells your computers.  You have sold me defective equipment and retorted the same response and instead included more information about how I could end up paying for repairs. 

Regards,

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



7/25/2016 Guarantee/Warranty Issues
7/25/2016 Problems with Product/Service
7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My present for Christmas was a laptop. I was thrilled, for had I selected a Toshiba laptop because of its reputation as a good computer for gaming and for being able to multitask without losing speed. For eleven months and five days, my laptop was amazing. Unfortunately, December 1st 2015 is the day my display driver crashed. It is the first day of my horrible, experience of obtaining service for my computer. On December 1st, my display driver crashed. “Your display driver (windows 8) has stopped responding but has recovered” appeared on my laptops screen. What?! Windows 8?! I had upgraded to Windows 10 on July 29th 2015. How can this be?! I checked the drivers in my laptop for their status, and they all were up to date. I thought that this must be a random event, which is no big deal. I forgot about it, until it happened again, and again, and again. I decided to call Toshiba. When I called up Toshiba, I asked them why was I getting a message that was saying my display driver has stopped working. They told me I should have updated all of my drivers before I updated to Windows 10 like the message prompt said when Windows 10 came out. However, I never saw a message telling me to do so. Toshiba said I should have used the service station to update my laptop. Well, the funny thing is that the service station does not do that. It is kind of like a decoration, meaning it does not do anything at all. What it is supposed to do is to keep all of my drivers, software, and apps up to date. When I click install in the service station, if there are any updates, it tells me to manually uninstall the driver for it to update. When I do that the update in the service station disappears. One might think that, the service station has installed the update, but it has not. The Toshiba service station is the biggest failure of an application that I have ever encountered. I told Toshiba this, but the guy told me over and…………….. over again on how the service station suppose to function . I said, “Let me speak to your supervisor.” However, the supervisor treated me like I was stupid and I did not know what I am talking about. Later in December, I found out my hard drive had been corrupted, but I do not know how it had happened. I had to replace my 1THB hard drive that came with my laptop. I went to the Geek Squad. They had informed me that I needed to buy an annual service plan because the one time service plan does not cover replacing a hard drive, so at the end of the day, the hard drive and the service plan cost my dad $500 dollars. It took five days to put in the hard drive. When I got it back, I still got the message that the display driver has stopped working. How annoying! What other resources might be available to help me? I called up Microsoft. They downloaded this one time use software that detects outdated software and drivers. The software found five outdated drivers on my laptop. I was like, “Wow, this application is better than the Toshiba service station.” So that fixed my display driver, but my bad experience still continues. After I came back from Puerto Rico I discovered my Toshiba laptop was overheating. I made this discovery when I was Skyping with my friend. He asked me, “What is wrong with your laptop fan?” I answered, “I do not know.” Why are you was asking?” He replied that he can hear my laptop fan on the other end of the Skype call. “That’s not good, I said.” “Why is it so noisy?” He responded, “Because the CPU usage is very high, which means it is hot.” “ Is that why the fan is running 24/7” I asked. “Is there a way to fix it?” He said, “You need this product called thermal paste. The computer manufacturer is supposed to put thermal paste in your laptop to reduce the fan usage. Either they did not put in enough paste in your laptop or they completely forgot to put it in.” I called up Toshiba really annoyed. My laptop is only one year old and it is made horribly. I told Toshiba that I want my money back for the whole laptop, which was $1,000 and $500 for the Geek Squad service plan and the hard drive. They told me that is not going to happen. I said, “If you were a good company, you would.” They told me I was out of luck. I said, “I will keep posting on your Facebook page to warn people about your products and your lack of service.” They told me, “Go right ahead.” As far I am concerned this bad experience is not over. I still want my money back. Last night, I decided to make my own blog to show people on what I went through with Toshiba. I will leave readers with this advice: Never buy a Toshiba product. My experience should convince them that Toshiba sells poorly made products and does not stand behind their manufacturer. I had to buy myself a new laptop because the laptop I thought was so good turned out to be a piece of junk. One way or another Toshiba will give me my money back: either Toshiba will be convinced by my arguments or I will continue to annoy them.

Desired Settlement: I want a full refund from Toshiba.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our corporate representatives and has explained that Toshiba has a Standard Limited Warranty that covers repair if the computer has hardware problem. Based on the standard limited warranty of the unit, exchange or replacement is not the option not unless the Toshiba unit fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty. Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer. However the unit was already out of warranty since Dec.15,2015. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.

Consumer Response: Better Business Bureau:

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


Regards,

***** *****


I just want to let you know that Toshiba never told me I had a 30 day warranty they told me I had a year warranty.  The support at Toshiba is so horrible that no one has a clue on what they are talking about.  The laptop does not work it overheats within a few hours.  You can't possibly tell me its my responsibility.  I had to put in a new hard drive after the one they gave me stop working.  I put in so much money and time with them on the phone all I want is my money back from them.  1 thousand dollars does not make or break them but it broke me into pieces to get a new a new laptop before a year was up.  Toshiba does not even stand behind their products I know its not the BBB fault I just wanted to let you know of this matter.  I got so many different answers of what warranty I have or don't have its not even funny.  

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our corporate representative and has explained that the computer of our customer has a 1year standard limited warranty. Our corporate representative has explained the coverage of the standard limited warranty of the unit and based on our system the warranty of our customer's computer was already expired last 12/15/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

I do not care what Toshiba has to say about their products.  I tried fixing their computer but their products are horrible.  I just want the money back I put in $600 dollars into fixing this still does not work right.  Is there anyway you can get my money back or what about a new product from them that is worth the money i am asking for which is $1000.  

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August 2015, we purchased a Toshiba tablet from ***** **** for more than $799. Within 3 months of purchasing, the right hinge of the tablet broke. In attempting to close the tablet, the screen cracked. When inquiring at ***** **** about how to evoke the warranty, ***** **** directed us to Toshiba. The phone number provided, was a recorded message referring us to the warranty material. We were unable to locate a better phone number or address for Toshiba and called ***** **** back. The representative called Toshiba on our behalf with us on the line. Toshiba indicated that there has been many issues where the hinge has broken and a recall issued however, a recall was not yet issued on our model and therefore, would not be covered. After much discussion, Toshiba agreed to have the tablet sent to their repair center for review. Toshiba repair center informed us that since the screen was cracked by trying to close it, it was not covered by the warranty and therefore would cost more than $225 to repair at our expense. I would like this case to be further reviewed since the product to not meet expectations when the hinge broke and therefore should be covered under the one year manufacture warranty.

Desired Settlement: We would like a replacement of the tablet or the tablet fixed at no cost. to us.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that the unit of our customer was sent to our depot repair facility and has been diagnosed by our technicians and they found out that the issue of the computer is out of scope, meaning the issue is not covered by the standard limited warranty of the unit. Based on our system the Satellite L50W Model # ************* did not find any defects or part defects based on the standards of the unit. The computer was already sent back unrepaired due to our customer declined the quoted amount for the repair. If our customer has any questions or concern they may contact at ************.

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 already mentioned the computer was sent to the repair shop designated by Toshiba.  Toshiba informed me that they (the repair shop) will make a determination about the validity of the claim.  When I spoke with ***** at the repair shop, she said they do not determine validity that they simply confirm what damage has occurred on the unit and draw up an estimate for the repairs.  Once the estimate is determined, the consumer has 3 days to have the unit fixed or it is sent back to the consumer. Obviously that is not what Toshiba told me.  I called ***** again and left her a message requesting she not to return the unit until I discuss further with Toshiba since ***** said that Toshiba determine the validity of the warranty.  She said that if Toshiba informed them the unit was covered under the warranty, she would fix it free of charge.  (This was also not what Toshiba told me).  ***** did not honor my wish and returned the computer to me.

This latest response from Toshiba is in direct conflict to what Toshiba originally told me and what the repair shop told me.  It solidifies my believe that Toshiba does not stand behind their products and refuses to honor their warranty.  AGAIN....the hinge on the computer broke...the same hinge that has been recalled on other computers.  The computer broke due to a manufacturing defect.  Toshiba is still continuing to give me the run around and by not honoring the warranty and providing conflicting information.

Toshiba needs to honor their warranty and fix my computer free of charge.

Regards,

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

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found that our customer was able to speak with one of our case manager representative and was informed that based on our system the Satellite L50W Model # ************* did not find any defects or part defects based on the standards of the unit, which means that the unit is not part of the recall. Before they process sending the unit to our depot repair facility our representative has informed our customer that the issue is not covered by the standard limited warranty of the unit and has explained the coverage of the warranty. Toshiba standard limited warranty stated; Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trim. Software support, fixes or replacement. Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties. If our customer has any question or concern they may contact Toshiba repair services to set up a repair for out of scope issues at 1-800-438-3910.

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 will once again state that Toshiba did not say the hinge wasn't covered under the warranty.  They told me it it was not under a recall and that it needed to be sent to the repair shop where they will determine whether it was covered under the warranty or not since they needed to inspect it.  When I sent it to the repair shop, they stated it was not their job to determine whether it was was under warranty or not, just to verify what needed repair and estimate a cost for the repair.  They further explained that any authorization to make a claim against the warranty would need to come from Toshiba. Also as I mentioned before, there are several models of similar Toshiba laptops that have already been recalled due to a faulty hinge. This leads me to believe that Toshiba knows the hinge is faulty and is refusing to repair the laptop.

Regards,

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

7/19/2016 Delivery Issues
7/19/2016 Problems with Product/Service
7/18/2016 Problems with Product/Service
7/16/2016 Guarantee/Warranty Issues
7/12/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service
7/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 17, 2015 we purchased a laptop computer from Toshiba. It was via their online service called "Toshiba Direct". We paid via credit card for the computer, three accessories, shipping and tax the amount of $1116.23. When the computer arrived it had problems immediately. We were trying to connect it to a docking station (we tried four of them), but it did not work. We finally understood it was the computer itself. We kept calling Toshiba tech support, complaining about Ethernet issues, and also "blackouts" that happened from time to time. After calling numerous times (12/15, 12/23, 12/24, 12/28), the computer could not be repaired from a distance. Toshiba did not approve any repair locally but their solution was to send it out to their depot, which meant being some weeks without a computer. I am a professor working from home and required to be in touch online daily with my university. We could have send it for repair only after we purchased another computer (****). In April 2016 we sent the computer for repair. For more than a month they could not repair the computer. The company did not admit the problem, and did not contact us. At that point we, again, wasted a lot of time on the phone asking for a new computer. Finally, today (June 7, 2016) we were offered an "open box" computer, which is not brand new. We believe that after 7 months where they had our money, we deserve a new computer, and a year warranty, like we were promised in November of 2015.

Desired Settlement: We think that the company should provide us with the same computer (new) and a year warranty. Another option is a full refund of our expenses.

Business Response: A Toshiba America Information System (TAIS) representative has reviewed our customer's complaint. After doing a research, our customer was able to speak with one of our Order Desk representatives, our customer was offered a replacement unit and / or a full refund with the amount of $1,049.99 equivalent to the amount of the unit however, our customer declined because she wants to include the amount she paid for the accessories as well.
As stated on Toshiba's Standard Limited Warranty it is the company's discretion to repair or replace the unit with a new or re-manufactured part/product. If the customer decides to take the options that they were given, they may call our Customer Relations Center at 855-674-3553.

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 declined the offer of the business for the following reasons: !) they offered the price of the computer itself ($1049.99). However we had more expenses that were not related to any wrong doing from our part: $96.24 was the tax, and $19.99 was the shipment. Also when we had to send the computer to the depot, the company charged us $29.99 Shipping.  2) Regarding the accessories: A. the mouse, $5.45 was sent to the depot with the computer and is not in our possession; B. the other two items can be sent back to Toshiba (if they provide a shipping label) or we will deduct the cost of $14.54. The attached files include the original invoice.

In short, the company cannot ignore the expenses that they made us go through.

Regards,

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



Business Response: A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. We tried reaching our customer however, got rerouted to a Voice Mail. We will still try to reach her on the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up on us, they can reach our customer relations at 855-674-3553 to provide the best day and time for us to reach them to discuss this concern.

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.

A customer service representative named ***** from Toshiba has left several voicemail messages for me without leaving a return phone number + extension.  In all of the messages he reiterates the company position that they will only refund the price of the laptop

itself and pro-rated at that.  However, we have incurred additional expenses through no fault of our own, namely: original shipping, tax, return shipping for repair, and accessories.  All of these expenses were detailed in our BBB response on 6-17-16.

We expect a replacement laptop (new in box) for our defective one OR a full refund of all the expenses we incurred as a result of this purchase.  If Toshiba wishes us to return the two accessories we still have in our possession we will be happy to do so as long as

they mail us a pre-paid shipping label/container.  As an alternative to calling our home phone and risking having to leave a message, if they wish Toshiba's customer service may also contact us at ******@aol.com.

Regards,
****** ******



6/30/2016 Problems with Product/Service
6/29/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service
6/24/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this Toshiba laptop 9 month ago the battery with out in 8 month. This was a out going problem with Toshiba already about laptop battery. dying in 6 to 8 months. This has happen to me. i'm very up happy with this battery issue. I heard they were giving customer new battery. withput paying for it this Toshiba problem.

Desired Settlement: I would like to have a new battery for my laptop without no charge.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS found out that the unit was purchased last February 2014 and the Warranty has expired last February 2015. TAIS found out that the issue of the unit is somehow, hardware related and needs to be fixed by a Technician. Seeing that our customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance. For Out of Warranty Repairs, they may contact Toshiba Repair Services at 1-800-438-3910. 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 Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS found out that our customer spoke with one of our technical support representatives last September 24, 2015 wherein their Standard Limited Warranty has expired. Our customer purchased the laptop last February of 2014 and their warranty has expired last February of 2016. Seeing that our customer has exceeded their Standard Limited Warranty period, they are now responsible for any repairs and / or and technical assistance. For Out of Warranty Repairs, they may contact 1-800-438-3910.

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,

****** *****



6/24/2016 Guarantee/Warranty Issues
6/21/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was sold a defective computer under warranty. They have refused to honor the terms of the warranty, have provided a replacement with the wrong operating system and did not care, wanted me to spend weeks to rectify the situation. Provided defective resolution to fix the problem. Have lied repeatedly about everything. Employees do not understand english. I have been told one thing and provided something different on multiple occasions. They told me they would only give me a small fraction of what I paid for the computer as a resolution which is totally not acceptable. Their own technicians have provided fraudulent statements as to the specifications of the computer, told me the battery life was only 2 hours when that is totally inaccurate. They sent a refurbished computer that didn't even have windows 7 and they assured me it would and I stated I would not be in agreement to accepting anything but the windows 7 I originally purchased, they didn't care, made me wait a week and sent me a USB stick that didn't even work with in accurate directions on how to put 7 on my computer. It is one excuse after the other with this company. I have notified them I will file a small claims suit if they do not make this right and they need to compensate me for my time spent fixing THEIR MISTAKES. They refuse. I want a refund in an amount that will allow me to purchase a computer that is comparable to what I purchased for over $1500 with this company. If not they need to compensate me for my time because they have lied and cost me over 1000 hours on the phone which has been verified by Verizon Wireless. I paid a lot of money for this computer so that it would be covered by warranty but Toshiba refuses to honor it.

Desired Settlement: Refund or a loaner computer until they get me a computer that is what I have been promised and not a piece of junk refurbished unit they keep trying to make me accept.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS found out that our customer has a Standard Limited Warranty that came in with the unit. In accordance with our Standard Limited Warranty, the coverage of this is a Toshiba ***** ******** Service or they may bring it to any Authorized Service Provider available for repairs. Our customer was able to speak with one of our Case Managers and was able to setup a ***** ******** Service last 06/08/2016, our customer's unit is now in transit to the depot, the unit will arrive on 06/16/2016 and will be fixed within 7-10 business days. If our customer wants to check on the status of the repair, they may call our Customer Relations Center at *************

6/21/2016 Problems with Product/Service
6/16/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I wrote to Toshia's Manager of Corporate Customer Relations at Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA 92618 on April 25, 2016 via ***** **** **** ****. regarding my Toshiba Laptop Battery (Serial #*********) I received the ********* Battery Recall document ID ******* posted on January 26, 2016. I had to buy a new battery for my Toshiba Laptop (Serial #*********, ********* **********2) because it would not keep a charge. How do I get reimbursed for the purchase I had to make before the recall document was posted

Desired Settlement: New warranty battery replacement reimbursement

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS did not see any records of our customer. If our customer has concerns with the Battery Recall Program, and to check their eligibility for a Battery replacement, they may visit this website: go.toshiba.com/battery or they can call 866-224-1346 for further assistance.

Consumer Response: Better Business Bureau:

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

I am a customer with Toshiba America Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA  92618.  I wrote them on April 25, 2016 via ***** **** **** ****. regarding my Toshiba Laptop Battery  (Serial #*********).  When I do contact Toshiba no one ever returns my calls.  

 

How do I get reimbursed for the purchase I had to make per ********* Battery Recall document ID ******* 

 

 

 

 I wrote to Toshia's Manager of Corporate Customer Relations at Toshiba America

Information Systems, Inc, 9740 Irvine Blvd, Irvine, CA  92618 on April 25, 2016 via FedEx 8102 3585 6946. regarding my Toshiba Laptop Battery  (Serial #*********)

                                                                                       

 

 

I received the ********* Battery Recall document ID ******* posted on January 26, 2016.  I had to buy a new battery for my Toshiba Laptop (Serial #*********, ********* **********2) because it would not keep a charge.  How do I get reimbursed for the purchase I had to make before the recall document was posted.  



Regards,

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



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. TAIS informs our customers about the Battery Recall Program in order for them to replace their Battery Pack which is affected by this recall for Laptops sold between June 2011 to January 2016. TAIS could not provide a reimbursement for a separately purchased battery since the Battery Recall Program is particularly for the battery packs that were affected. If our customer wants to figure out if his battery pack is part of the recall, he may visit this website: go.toshiba.com/battery or they can call the Toshiba Customer Support 866-224-1346.

6/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My laptop is 2 mos old and the battery is bad. I've been in contact with Toshiba for a week and have been told they will replace it, but always their system is down so they can't enter the order. Twice I've been sent to a higher level person. **** * told me last Wed he'd call me back when the system was up. He called Thurs to say it still wasn't up, but would call again that afternoon - I've never heard from him again. Today Ella told me she'd walk over to the order dept and have them send me the battery from there, thus not going through their system (I was told) and would call me with the tracking no. Never heard from her. She confirmed that she had my correct phone no. I've spent several hours so far on the phone with them, or on hold, and still the battery hasn't been ordered. I've heard dozens of apologies, but no action. Also about 2 weeks ago I contacted them because I couldn't get an HP printer I have connected to the laptop and was told they'd only help me if I paid them $69, which I wouldn't agree to. They should not sell a PC that doesn't have the right internal functions (USB software support to allow USB installation) to use with a printer.

Desired Settlement: Get a replacement battery sent to me right away and have them get my printer connected at no charge (in return for all the hassle in trying to get the battery that they all agree they need to send me.)

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed out customer's complaint. After doing a research TAIS found out that our customer's case was already endorsed to our order desk department and they already processed a manual order for the battery of her computer. However, the part of the unit is still on backorder. Our representative will update our customer once the tracking number is available. Regarding on the printer issue of our customer, we highly advised them to contact the manufacturer of the unit because that is a third party company which is out of scope of Toshiba and in accordance to the standard limited warranty of the unit any third party software issue is not covered by the warranty. If our customer has any questions or concern they may contact at 855-674-3553 or they can visit our website warranty.toshiba.com.

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 cannot believe that Toshiba has not had the correct battery available for over 4 weeks. My computer is less than 3 months old and the same model is currently being sold and there must be batteries available. If I accept their "solution" they will just continue to drag their feet and I will not be able to use my laptop as it is meant to be used - without being plugged in to electricity. They need to come up with a battery NOW.  "Back order" for over 4 weeks is not acceptable excuse.

Regards,

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



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. TAIS contacted our customer and apologized for the inconvenience on the Backordered Battery. TAIS has informed our customer that the Order for the Battery Replacement has been prioritized and was already shipped out and tracking number was provided. If our customer has any other concerns or questions, they may contact our Customer Relations team at 855-674-3553 around 8am-8pm EST from Mondays to Fridays. 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.

Actually 2 separate batteries were received 2 days ago although Toshiba never previously called or sent me tracking info. However, BOTH batteries, when installed into my laptop give the same message as with the original one - "plugged in, not charging." In the meantime, before these arrived (why I got 2 I'm not sure), I had discovered that sometimes I could put in the original battery and it would charge. So I'd get it full, and operate on the battery. But then when it got low and was plugged in again, it wouldn't charge. Considering there is still the same problem with 2 new batteries, I can only assume there is something wrong with the connections in the laptop itself that is not working correctly sometimes, and other times is OK. Therefore, it seems to me the only solution is for them to send me a new laptop. I haven't called them since the phone no. given above is only good from M-F until 8 pm and it's too late now to call. I don't want to get another run-around with them as the first time I contact them, so I hope they will respond to this message. For the time being I will keep all the batteries. By the way, I have tried different outlets and am sure the connection into the laptop is tight.

Regards,

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



6/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba television in 2014, while under warranty the television needed repairs the same month of purchase. After the initial fix, while still under warranty in 2015, the television needed repairs again. Toshiba was notified and a case was created. However, Toshiba keeps closing the cases without notification & without repairs being made. I have been going back and forth with Toshiba for approximately nine months to get this issue resolved. Each time I speak with a representative I am told different information and/or that my television is out of warranty - nonetheless, the television was in warranty when I made the initial complaint. This is a defective television and Toshiba seemingly has washed their hands of the issue.

Desired Settlement: I am requesting that Toshiba either refunds/provide store credit for this defective product, as I do not trust Toshiba to fully repair or replace the defective television.

Business Response: A Toshiba America Information System (TAIS) representative has reviewed our customer's complaint. TAIS has apologized to our customer for any inconvenience that they had to go through. TAIS made contact with our customer to address their desired settlement to have a refund on the unit. TAIS explained that the case will be endorsed to our Order Desk Department and they will address the refund that our customer is requesting for. If the customer needs to follow up on this, they may call 855-674-3553.

6/13/2016 Problems with Product/Service
6/9/2016 Guarantee/Warranty Issues
6/9/2016 Problems with Product/Service
6/7/2016 Guarantee/Warranty Issues
6/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent my Laptop in for warranty repair of the screen. Had some problems with the repaired unit. It took me a month to finally figure out why I was having problems. On Mon, 4/11/16, I discovered half my memory was missing. I called Toshiba, immediately, and after working with a case manager (*****************), who walked me through a utility to check the internal Serial#, it was discovered that the internal Serial # (*********) was different then the case Serial # (*********). Off by one digit. So a mistake was made somewhere. Then I had to send a picture of the original box, with Serial # and specs, and several before and after screenshots taken with the Toshiba Diagnostics Utility, and email all of this to the case manager. I also had to allow a Toshiba Tech Remote Access to my computer so they could get the same screenshots. At this point, I noticed more questionable specs on the computer that was sent back to me by their Repair Depot. Not just half the memory missing, also a much cheaper screen. The repair order that was shipped does not mention anything else was done to my computer, except to replace an LCD screen. Yet, it was returned to me with a wiped out hard drive, and I did notice a new Intel sticker on the case, but the Serial# (*********) on the bottom of the case was the same as the one I had shipped out for service. It was apparent that the Repair Depot had given me a totally different, less expensive, downgraded computer, but had attempted to deceive me by creating a new manufacturer's sticker (with all my #'s) and entering my Serial # in the Bios. If they are going to be deceitful, they should be more careful about typos, seeing as the Bios Serial # was only 1 digit off and ******* (case manager's supervisor), informed me that there were no repairs in the Depot for a unit with this serial#. I last spoke to 3 Toshiba case managers, including Supervisor, *******, on Wed, 4/13/16. Nothing was resolved and I have not heard from anyone at Toshiba.

Desired Settlement: I had informed ******* that waiting until they hash this out with their Repair Depot was unacceptable. I asked him to please tell me how Toshiba is going to make this right and he refused to give me any kind of answer. What more could I give them to close this issue? I will not have any more dealings with their untrustworthy contractor, and I am not willing to send this "mistaken" unit in to wait another 30 days without a computer, as I stated to *******. He said I would hear from them in maybe, a week, or 14 days. What? I did ask for his supervisor but he said he doesn't have one. He said I could write a letter to Toshiba Headquarters and that was it. I also called the Toshiba Headquarter's BBB Office (on 4/13/16, at 2:50pm) and left a message, case# included, but have yet to hear back. Can someone please help me get my money back???? I am asking for $1058 for the computer/ext warranty/taxes and the $29.99 Toshiba charged me for the box and shipping label for repair service.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that one of our case managers has been contacted our customer and has offered a replacement due to the inconvenience that they had experienced. Our customer agreed to the offer. Our representative has advised our customer that they will receive a call within 1-2 business days from one or our order desk representative to discuss the process of replacement. If our customer has any questions or concern they may contact at 855-674-****.

Consumer Response:

Better Business Bureau:

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

I did receive a call from the Toshiba Rep (*******), last Wednesday morning. He informed me of Toshiba's intention to correct this issue by offering me a replacement but no details were discussed. ******* just passed on the information and informed me that another Rep would be calling me in the next day, or two, to discuss the details. I neither accepted nor rejected the offer as there was no specific offer made to me to resolve the problem. As of this note, I have received no additional contact from Toshiba regarding their intentions.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our Order Desk representatives and has discussed about the process and options that they can provide. TAIS has offered our customer a replacement computer, however the specification of the unit has not reach our customer's standard, TAIS has also offered pro-rated refund based on the fair market value of the unit however our customer still declined the offer. According to our customer she will coordinate with ****** regarding to this matter. If our customer has any questions or concern they may contact at 855-674-****.

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 Jackie,

 

I cannot find a way to update my complaint and no longer have any of the emails that let me click on a link. I only have the copy of the complaint that I saved to an external drive. Live chat directed me to you.

 

I  have been trying to negotiate with Toshiba for the last 3 weeks and they finally called me  2 weeks ago with a computer that was equal to the one that disappeared at their Repair Depot. Prior to this they were offering substandard models or $663 dollars as a prorated amount towards my $1000 computer. I checked and could not buy my model, new, or used, on the internet for this amount, or a model that was even close in specifications.  I realized I had to take a replacement if I wanted an equal computer.

 

I was assured that any replacement model sent to me would be “new” but considered “refurbished” due to the open box. I also asked where this computer would be coming from, as I did not want to end up with a unit from the Repair Depot in Jefferson, IN, which had made my original unit disappear and used nefarious methods to add my serial # to another unit to try and fool me. After the sketchy tactics employed on the repaired unit sent back to me, I was very concerned about the integrity and safety of any unit coming out of that facility. I had to think of my privacy when using the unit. Can you blame me?

 

The first model they offered only had ½ the storage capacity of my original model,  but better graphics. However, when I attempted to find reviews on the model, internet information was limited to 3 websites, all in Russian. No reviews were available, I couldn’t find it ever being sold anywhere, and they had already informed me that they this unit would only be under warranty for 30 days (60 was offered when I pushed). It is worth noting that my original computer still had 6 months left on its manufacturer warranty, so this was suspicious. The 2nd computer they offered retailed for about $330 brand new, half the memory, no full HD screen, as my original computer. I said I had to let it rest for a week, as I was going away and asked Lovely to see if there were any other units available for replacement.

 

Finally, on May 17th, Lovely (cust rep), called me and said they had the exact model as my original computer and would I accept this unit. Of course, I did, as long as it was not used. I explained that I was out of town and would deal when I returned. A shipping label was sent to me for the “repaired unit” I had in my custody as it had to sent back before they would  send me this unit.

 

So..today I received the unit and it looks used and I think you can guess where it was sent from. There is even a minor scratch on the case and the back stickers state clearly “FACTORY RECONDITION, Notice: This Toshiba Computer product has been reconditioned, and, although not new, is warranted by Toshiba America Information Systems, Inc, under Limited Warranty, excluding any blemishes.”  Also, another sticker on the back “ READ THESE NOTICES CAREFULLY. IF YOU DO NOT ACCEPT THESE CONDITIONS, RETURN THE UNOPENED PACKAGE AND ALL OTHER ITEM INCLUDED WITH THE COMPONENT TO THE PLACE OF PURCHASE AND YOUR MONEY WILL BE REFUNDED…”, etc.  I called Lovely but I was told she was not available. Sila assured me that they would warranty this item for 3 months and I needed to use it and see if it worked before I should decide to send it right back. I am not happy but really need my computer. I sent the other unit back last Tuesday and need to get work done and emails read after being away and then not having a computer. Please add this to my complaint as this was definitely NOT a satisfactory resolution and I am not happy about how this was handled. My hands are tied  if I want a decent computer to use. I sent Toshiba a beautifully running computer with the exception of a malfunctioning Full HD display and received back a gutted computer, with a totally erased hard drive, standard LCD display and half the memory. I am shocked that such a large company would treat a customer so poorly.  I have lost hours of my life and if my original computer had not been so expensive I would have just bought another one, but definitely not a Toshiba.

 

Please let me know if this closes my complaint or if we can keep it open until I have determined if this computer is acceptable.

 

Thanks,

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


5/31/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service
5/25/2016 Problems with Product/Service
5/24/2016 Problems with Product/Service
5/20/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop computer as a gift which was purchased in December 2015 from Toshiba Direct online. The computer was a Toshiba Satellite *********** Laptop Serial Number: ********* Part Number: ************* with an order number of *********** The sales person from Toshiba Direct stated that the computer was a touch screen which was not true. The computer was returned to Toshiba for the following reason, it was not a touch screen and when I set up the computer it was conducting an update which it never completed. I informed a customer service representative at (***********) that the computer would not perform an update and that it was not a touch screen. The representative provided me with a Return Merchandise Authorization with number RMA-******** The computer was returned to Toshiba on January 25, 2015 at 10:19 am Irvine, Ca 92610. On March 17, 2016 I contact Toshiba and informed them that the cost of the laptop computer ($491.60) had not been refunded or credited back to my credit card. On March 18, 2016 I received an email from Toshiba informing me that the process would be completed within 1 -2 business days. This did not occur. I contacted Toshiba and spoke with a ******, on April 17, 2016 and she stated that she would contact me within 24 to 48 hours, that did not occur. On April 2016 I contacted Toshiba and spoke with ****** again and she was unable to provide a resolution to the matter of the refund. I asked to speak with her supervisor and ******* came to the phone and the only thing she could say was she was sorry that matter had not be rectified. I asked to speak with her supervisor/manager and she informed me that she was the highest level of authority but could not resolve my issue. I called again on April 27, 2016 and spoke with a ****** and she was not able to resolve my issue and provide me with a number (************) that was supposed to be that claims department which is the phone number for Toshiba Accessories. From this number I received this number ************ and no one ever answered.

Desired Settlement: I am seeking the assistance of your organization in having the company Toshiba to comply and refund me the cost ($491.60) of a computer which they have in their possession.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our Toshiba Direct representatives and has apologized for the inconvenience our customer has experienced for all the delays that happened. Our customer has informed that the refund was already processed and has completed last May 6,2016. Our customer will receive the refund within 4-6weeks in a form of Visa debit card. If our customer has any questions or concern they may contact at *************

5/10/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service
5/5/2016 Problems with Product/Service
5/3/2016 Problems with Product/Service
4/28/2016 Problems with Product/Service
4/27/2016 Problems with Product/Service
4/27/2016 Problems with Product/Service
4/21/2016 Problems with Product/Service
4/19/2016 Guarantee/Warranty Issues
4/16/2016 Problems with Product/Service
4/14/2016 Problems with Product/Service
4/8/2016 Problems with Product/Service
4/7/2016 Problems with Product/Service
4/7/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service
4/3/2016 Problems with Product/Service
4/2/2016 Guarantee/Warranty Issues
3/25/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service
3/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: THE TELEVISION BROKE WHEN IT WAS UNDER WARRANTY IN OCTOBER 2015. WE ARE STILL WAITING FOR THE MATTER TO BE RESOLVED AS OF JANUARY 31, 2016., TOSHIBA PICKED UP THE TELEVISION ON JANUARY 21, 2016 AND LEFT US WITH NO TELEVISION AND NO COMPENSATIION. THE WARRANTY STATES THAT IT WOULD BE REPAIRED OR REPLACED WITHIN THE YEAR AND THE TELEVISION BROKE WITHIN THE YEAR. THEY ARE OFFERING A PRO-RATED AMOUNT WHICH WE HAVE YET TO RECEIVE. I FEEL THEY ARE TAKING ADVANTAGE OF SENIORS SINCE THEY REFUSE TO HONOR THEIR WARRANTY TO THE FULL AMOUNT. WE HAVE BEEN WITHOUT A WORKING TELEVISION SINCE OCTOBER 2015 AND NOW HAVE BEEN FORCED TO BORROW THE MONEY TO BUY A NEW ONE. WE ARE RETIRED ON A LIMITED INCOME AND THIS SHOULDN'T BE A PROBLEM IN THEM REIMBURSING THE FULL PURCHASE AMOUNT. BECAUSE THIS MATTER HAS BEEN DRAWN OUT FOR MONTHS WE WOULD EXPECT A PROMPT RESOLUTION AND IMMEDIATE REIMBURSEMENT.

Desired Settlement: FULL AND IMMEDIATE REIMBURSEMENT OF PURCHASE PRICE.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that this case was endorsed to our order desk department. Our customer has been contacted by one of the order desk representatives and discussed about the process of their request. If our customer has any questions or concern they may contact at ************.

Consumer Response: Better Business Bureau:

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

[I AM REJECTING THEIR RESPONSE BECAUSE THEY ARE NOT HONORING THE ORIGINAL WARRANTY.   THEY PICKED UP THE TELEVISION ON JANUARY 31, 2016 AND I STILL HAVE NOT RECEIVED MONETARY COMPENSATION.  I EXPECT A PROMPT FULL REFUND OF $550.00.  I HAVE CALLED TOSHIBA OVER 30 TIMES TO NO AVAIL.  I KEEP GETTING BROKEN PROMISES.  I HAD TO BORROW MONEY FOR A NEW TELEVISION.  I AM A SENIOR CITIZEN ON A FIXED INCOME.  I NEED MY MONEY.)    ]

Regards,
******* **********



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that one of our order desk representative has been in contact with our customer and has advised that they are going to receive the refund via **** debit card. Our representative explained and provided a time frame when our customer will receive the refund. If our customer has any questions or concern they may contact us at ************.

Consumer Response: Better Business Bureau:

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

[WE STILL HAVE NOT RECEIVED OUR REFUND. WE KEEP GETTING BROKEN PROMISES.  WHERE IS OUR MONEY?  THEY HAVE PICKED UP OUR TELEVISION ON JAN 21, 2016, A MONTH AGO AND NO REFUND. ]

Regards,
******* **********



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that one of our order desk representative has been in contact with our customer last 2/18/2016 and has advised that they are going to receive the refund by the 2nd until 3rd week of march via **** debit card. Our customer accepted and agreed to the timeframe that has provided. If our customer has any questions or concern they may contact us at *************

Consumer Response: Better Business Bureau:

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

[WE SHOULD HAVE RECEIVED THE FULL REFUND OF THE PURCHASE PRICE OF THE TELEVISION AS IT DID NOT WORK PRIOR TO THE END OF THE WARRANTY PERIOD.  WE RECENTLY ONLY RECEIVED 71% OF THE PURCHASE PRIICE IN A **** CARD.  WE ARE SENIOR CITIZENS AND THIS HAS TRULY BEEN A NIGHTMARE IN ATTEMPTING TO GETTING THIS RESOLVED WITH TOSHIBA.  WITH MAKING OVER 20 TELEPHONE CALLS , THIS HAS CAUSED US GREAT STRESS AND ANXIETY.  WE ARE NOW FEARFUL TO ORDER FUTURE PRODCTS WITH THIS TYPE OF CUSTOMER SERVICE. ]

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has been contacted by one of our order desk representatives and has explained how they came up with that amount of refund. The refund is based on the Fair Market Value (FMV) of the unit and based on our records our representative sent an email to our customer last 1/20/2016 regarding to the amount of refund and they contacted our customer last 1/5/2016 to confirm if they will going to accept the refund. Our customer accepted the offer and has advised about the 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.

[I NEVER ACCEPTED ANY OFFER FROM TOSHIBA AND ALWAYS INSISTED THAT THEY TREAT ME AS A SENIOR CITIZEN FAIRLY.  THEY HAVE NOT FULLFILLED THEIR COMMITMENT IN HONORING THEIR WARRANTY.  IT IS TRULY SAD THAT WHEN YOU BUY A PRODUCT FROM TOSHIBA THAT THEY FAIL TO STAND BEHIND THEIR PRODUCTS.  I WAS NOT COMPENSATED ACCORDING TO THEIR WARRANTY GURANTEE. ]

Regards,

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


3/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Toshiba laptop before Christmas of 2015. In February 2016 there was and error when turning on the laptop. Due to the error we were unable to use the laptop. I called Toshiba tech support on February 15, 2016 to ask for help and for the repair (if any was needed) to be covered under the warranty. The would not cover the repair and refused to help with the issue. Instead the technician at Toshiba kept telling me that the error was our fault and they will not honor the warranty. They wouldn't even meet us half way for repairs.

Desired Settlement: I would simply like Toshiba to honor the warranty and have the hard drive of the laptop replaced.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS found out that our customer had some issue with their HDD password. Toshiba has no control on setting up any passwords on our customer's computer. In accordance with our Standard Limited warranty, the particular issue that they are having, is something that is not covered and even any software support or fixes. Therefore, they can set up a repair with Toshiba Repair Services as a fee based service and they can call them at 1-800-438-3910. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

As I explained several times to the people that I was bounced around to, we did not set up any password on the laptop. It was working one night then when turned on in the morning it was asking for the HDD/SDD password. We have been told by the technicians at **** *** **** ***** that the Toshiba can reset the Bios to the manufacturer settings or that the hard drive can be replaced. That is all we have been asking of Toshiba; to reset the Bios or replace the hard drive under warranty as **** *** **** ***** has said that Toshiba can do.



Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based from the response, **** ***'s **** ***** are the ones who informed our customer that Toshiba can fix the issue of the unit however, they're from a Third Part Company and they're not authorize to inform our customer on which can be covered or not. Our customer was able to speak with one of our Case Managers, they were already informed that HDD passwords are being set up by the end-user and any Toshiba Notebook won't setup an HDD password automatically and there is a specific software program that is being used to set that up.

In accordance with our 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.
Service of Product on which the TOSHIBA label or logo, rating label or serial number have been
defaced or removed.
Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded
or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/
installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement
of covers, plastics, or appearance parts such as interior or exterior finishes or trim.
Software support, fixes or replacement. Software, if any, distributed with the Product under the
Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you
during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,
non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba
manufacturers, suppliers or publishers may offer their own warranties.

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 understand Toshiba's position and as I have explained to several people at Toshiba, no one in this house activated a password for the HDD. The laptop was working just fine when it was turned off one night, then when it was turned on the next morning the error occurred. According to the **** *****, there was a virus and it did something to the hard drive.  All I am asking is for someone to take responsibility and honor the warranty and protection plan that we paid for and replace the hard drive.

Regards,

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


3/22/2016 Guarantee/Warranty Issues
3/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 Toshiba ********* laptops on October 2, 2015 for $1,316.22. I physically received the laptops at my house at the end of October. A few weeks later I started having an issue in which the one computer was spontaneously and randomly shutting down. I contacted Toshiba since the product was still under warranty and I was informed that I had to send the laptop into Toshiba's Depot Center in *************** ******* for repair and pay $29.99 for shipping. The computer was dropped off at ***** on November 27. The computer was received back at our house on December 7 with a Customer Receipt stating that the computer was repaired with no additional information as to how it was repaired. The issue was not resolved so I called their customer service number and informed them the problem still existed so I asked what exactly was repaired. After some research they determined that they could not replicate the issue and therefore no repairs were done so I was misled based on the customer receipt that I received. I was told to send it back in to the same facility and I said that was unacceptable. I couldn't get any refund or resolution even though I tried to escalate it. My only alternative was to send it to another facility in **********. I dropped off the computer on December 12 at ***** and received it back on December 15. During this time I have tried to escalate it and speak to a ** ***** customer service representative and have been unsuccessful even though I was promised that one would contact me. Now the computer is having yet another issue which may or may not be related to the previous one. Therefore, I got a lemon of a product and Toshiba has been unwilling to work with me to this point to a satisfactory level. I could provide additional information, if needed but the space here is limited.

Desired Settlement: First, I would like to be contacted by a ** ***** Toshiba representative that has the ability and power to help me resolve the issue since Toshiba has been elusive until this point. Second, I would like to receive a full refund or have a fully functioning product with no additional hassles. ****** * ***** **** ** ** *********** *********** *** *** ** ** ***** ******* *** ************ Fourth, I would like to notify the BBB about the issues that I have encountered to make them aware so that they can enable change and prevent additional customers from going through this experience. Finally, I would like to escalate this to the appropriate Toshiba management so that appropriate actions can be taken to address terrible product quality and even worse customer service.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS found out that our customer's computer was sent to our VIP Repair Services for a warranty service. In accordance with the Standard Limited Warranty, its coverage is our Toshiba Depot Notebook Service. For our customer to be assisted further if they are still having some troubles, they will still be working with our Technical Support in ******, since they will be needing to process it on their end, for our customer to claim a warranty repair. If our customer is still having troubles, they may contact us at ************** for us to provide the best option for the unit. At this time, we consider this matter closed.

Consumer Response: Better Business Bureau:

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

[The response is a canned standard response and does not address any of the issues that I have encountered or frustration that I have experienced.  Part of the problem is the customer service/repair phone number in ****** so calling them is a complete waste of my time since I have been down that road may times already.  I even sent a letter over a month ago and was unsuccessful in obtaining a response.  Therefore, I want to escalate this to a ****** ****** ** ******* based individual manager that has the ability to actually do something to gain resolution. Thank you.]

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



Business Response: A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. We tried reaching our customer however, got rerouted to a Voice Mail. We will still try to reach him the next business day to provide the recommendation that we have for the issue of the unit. If our customer would like to follow up with us, they call us at ************ to provide the best day and time for us to reach them to discuss this concern.

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 finally reached out to me directly after several months.  They called me 3 times in 1 day.  I did connect with them and talk to them live.  Of course they still will not provide a ** ***** representative and therefore, I have to deal with the awful ******* based customer service once again.  They did propose a couple of options for me.  The first is a replacement computer.  The second is a refund of the depreciated fair value of the computer which I am not agreeing to since I should not be penalized for having a lemon of a computer that they have been dragging their feet on resolving the issue at hand.  I am weighing the first option depending on the specifications of the computer and hope to have this resolved within the next few days, but it is not currently resolved.]

Regards,

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



3/18/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba Lap top 5/19/2015 from ******* for 429.99 with a $50 rebate to send in. Total cost of the laptop after rebate with taxes was $ 405.78 . Sent the lap top model number ************ in for repairs on 12/14/2015 after phone support tech determined it had a bad hard drive at a cost of $30.60 to **** ****** ***** ****** *** ***** Case number **** ***********. First I was told the interior mother board was damage that would cost more than $500 to repair and was not covered under warranty as it was damaged. Photos were sent reflecting damage to the mother bord showing such damage and the hard drive removed. After a few emails and calls to customer support it was determined the motherboard could be repaired at a cost of around $ 130 or so. As the computer worked for a shot time prior to failing and was in no way damaged on the outside how it was damaged on the inside was considered my doing even though I had never had this computer worked on or serviced by anyone or updated in any way. The exterior of the Lap top is still in new condition with no visible flaws ,defects or damage what so ever. This lap top was never taken from the counter it was placed on new and never dropped . Through contact with the repair center via email and customer support case managers it was determined physical damage to the interior was not covered even though no evidence of exterior damage or misuse. No inspection was done prior to removing the hard drive as photos sent reflecting the damage was of the motherboard with the hard drive removed. No response was ever given asking if the hard drive was bad or not that would case the problem in the first place. As I did not damage this Lap top and photos sent by the repair center reflect damage with the hard drive removed I con only conclude the mother board was damaged when the hard drive was removed or prior to purchase in shipping to *******. However if the mother board was damaged prior to purchase it would have never worked .

Desired Settlement: I just want my computer repaired at no further cost to me including sending it back for the repair. I want the warranty honored as it does not reflect physical damage to the interior only but just physical damage in general and the examples reflect the exterior only that could result in interior damage and this lap top is void of having any signs of exterior damage or misuse.

Business Response: A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we are going to provide a VIP repair for his computer. We advised our customer that we are going to send a free box that he can use to send the unit going to our VIP repair facility. If our customer has any questions or concern they may contact at ************. At this time we consider this matter closed.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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

3/17/2016 Guarantee/Warranty Issues
3/12/2016 Problems with Product/Service
3/11/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a toshiba laptop in apirl and since the moment I bought it the lap top was not working. I depend on my computer to take my online classes which is difficult if it is not working. I have contact toshiba and they asked me to send them twice to get it fix and gave it back to me with the same issues I bought it with. The mouse freezes , mouse disappears, the wifi dosent work, computer doesnt charge, and screws are missing . Every time I call they pass me from person to person yet no one helps me with this broken lap top . I been without a working computer and have spend hours on the phone with them. Today alone it was two hours and nothing was resolved. I cant afford to send the laptop to them for a third time since going to library is no longer an option because my kid is sick which is why I took online classes. I am not asking for anything fancy i just want a usable laptop that reflects what I paid for . The laptop is still in warranty and I given them amble time to fix this laptop and they havent

Desired Settlement: I want a functionally laptop that is not as defected as this one sending my laptop to them without having one is no longer an option since I am in school . II have already send it twice and problem still consists . I just want them to send me a exact laptop with out all the problems

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer's unit was repaired last 11/03/2015 and delivered to our customer's location last 11/06/2015. After more than a moth our customer called us 01/17/2016 to report an issue with the unit. Our customer was able to speak with one of our technical support representative and they found out that the computer has a software issue. Our representative has offered to process troubleshooting on the unit, however our customer declined. Based on our records the computer has a software issue that can be resolved by performing troubleshooting and run some diagnostic program. If our customer has any questions or concern they may contact us at 855-674-3553.

 

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,

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

Called a lot earlier than 1:17. I was made to hold for over 1 hour and finally I could not hold no more and hung up. I had received the computer back with a crack where the adapter which they supposedly fixed. The computer will not charge anymore so this is not just a technical problem. I have not refused service in fact and 129. I was told that if I wanted my computer fixed I would have to show them a proof of purchase receipt and a picture of the damage that I had received. I did so like asked by the customer relations specialist. She had told me that she would be contacted within 24 hours of my reply to their email. I still have not heard from them so I called them back on 1 on 2:15 and I'm still waiting to hear from them. By far this has been the worst service I have ever received. It is sad that a company does not stand behind their faulty product. Then try to blame a customer for being tired of calling the company to fix something. I have looked at my phone records and total I have made over 40 calls to the company and have not had anything result.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has been contacted by one of our case managers and has advised that based on the pictures that they sent the physical issue of the computer is out of scope meaning the issue is not covered by the standard limited warranty of the unit. Our representative still offered to send the unit to our depot repair facility to check the issue and the physical condition of the unit as well. Our customer was advised that if our depot technicians found out that the issue is out of scope they will be quoted for the amount of the repair in accordance to the standard limited warranty of the unit. Our customer declined the offer and they requested for an email. Our representative has advised that they will send a copy of the warranty that indicates that the damage on the unit is out of scope. If our customer has any questions or concern they may contact at 855-674-3553.

3/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 02-02-16 I bought a computer made by Toshiba. Advertised as one of the fastest and best computers at ******* Store. This however, is not the case. My computer does not run the fastest and it is often slow and fails to run to it full capacity at all. I have had so many problems with this computer and have tried takin it back to the store to no help they wanted to charge me a huge sum of money to fix the computer, when it should still be under warranty. I have not had the computer a full year yet. I bought this computer for school in April of 2015 and this has been the worst computer ever. I called Toshiba and got even worse service than *******. They too want to charge me money to fix their own brand of computer. Which I find to be insulting. Considering they made the computer. Created the false since of hope, false advertising, and lied to customers. I would like to have this matter resolved and my computer replaced with a new computer that works to the full capacity in which it was guaranteed in the beginning. SERIAL #********* ********* ****** ****** **** ***** ********* Thank you for your attention in this matter ****** *****

Desired Settlement: I would like to have this matter resolved and my computer replaced with a new computer that works to the full capacity. I wnat a new computer!

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, we decided to get in touch with the customer and as we spoke with the customer last 02/26/2016, we verified that we will be isolating the issue to figure out if there's a Hardware Failure on the computer. In accordance with the Standard Limited Warranty, we informed our customer that our resolution for possible Hardware Failure would be to send the unit to our Depot Repair Facility for a warranty repair. At this time, we consider this matter closed.

3/1/2016 Problems with Product/Service
2/29/2016 Advertising/Sales Issues
2/26/2016 Delivery Issues
2/25/2016 Problems with Product/Service
2/24/2016 Advertising/Sales Issues
2/23/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service
2/20/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service
2/10/2016 Problems with Product/Service
2/10/2016 Problems with Product/Service
2/4/2016 Billing/Collection Issues
2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Toshiba ********* ********* on 08/23/2015. Serial Number: *********. Part number: *************. The laptop ran well after half month. The only problem is the dot key doesn't work at all since I bought this product. Then it started wireless connection issue: it dropped wireless connection so many times and after a lot of effort on my end to change my router, check connection... I contacted Toshiba Customer Service around Oct 2015. The the technical person helped me to install a new driver from Toshiba website. It worked for another 2 months then dropped internet connection again. I called Toshiba Customer Service again today noon time, and husband talked with a supervisor there with Indian accent and he requested me to pay $99 just for a chance to talk with a technical guy today only. This is not a new issue. It is the same issue regarding to the wireless connection. It happened over and over again and we have been tolerant it for months!!! It doesn't make sense to me Toshiba sold me a defective product and now requests its customer to pay for a discussion on the defect!!! I presented that to the supervisor but he refused to listen. I requested to return the product under the 1 year warranty. The supervisor refused too and hang up on me very rudely. I cannot believe that Toshiba had such a horrible customer service!!! I want a working laptop because I bought it brand new or please return my money back!

Desired Settlement: I want my money back. Sincerely I lost my trust in Toshiba products and Customer Service. If not, please replace my laptop. Please do something to fix this. It is unacceptable to ask me to pay for the service for the defective product. Wireless doesn't work, dot key on the keyboard doesn't work either. Please help fix this!!!

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we are going to coordinate with our level 2 technicians to perform troubleshooting on her computer. Our customer has been contacted by our technician and they performed troubleshooting on the unit and they found out that there is a hardware issue on the unit. In accordance to the Standard Limited Warranty (SLW) of the computer a depot repair order was for processed under repair order *********** and our customer was advised that they will receive a box with a shipping label that they can use to send the computer going to our repair facility. If our customer has any questions or concern they may contact us at ************.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******

1/30/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this computer, a ********* *********** laptop computer , Part # *************, Serial # ********* on my birthday 2/20/64 as a present at ***** *********** ** ****** **. During the time I was teaching at one of the worst schools in the school district 3 screws were taken out the laptop and the plug in the the headset was damaged. Recently unfortunately I had he touchscreen damaged through NOT FAULT OF MY OWN NOR NEGLIGENCE ON MY PART. I spent days since 12/31 when I originally called 1-800-457-777 to set up a warranty repair for the screws and the headset part. The screen was somehow cracked while the bag unfortunately had to be checked in on a plane for a flight and I called to get the name and address for an ASP ( Authorized Service Provider) rather than ship the computer. On the website they have it where you pay v$131 to ship a computer but that is if it in NOT UNDRE WARRANTY. I conference called customer service and ****** of CS&S Computers where I have taken over the 14 years I have own Toshiba laptops to be repaired only for ****** to tell the repair customer service person to stop giving out incorrect information: CS&S can no longer repair consumer laptops , only commercial repairs. I was furious since why should I go online and pay for a computer to be fixed that's STILL UNDER WARRANTY!!! Why can I not go to a place 2.2 MILES AWAY from my home and get TOSHIBA to approve of the repairs? I have printed out the warranty that's on the site dated from 2012, there is not other warranty, Then I was told they would only repair a software issue. WHAT? Microsoft can do that for me. In addition the website says they will erase the computer back to the factory settings even if that's not the problem. IT isn't . I was given a case number ****************. This laptop will be getting sent back to Toshiba to their corporate address. I am also filing for mediation for repairs. This is ridiculous to create an expense for getting an item repaired .

Desired Settlement: I want my ****** laptop fixed and an apology from Toshiba for this or a complete replacement of the laptop.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer has a Broken Screen which considered as a physical damaged that is not cover by the Standard Limited Warranty of the unit. The Standard Limited Warranty stated;

What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,

misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,

power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service

providers, use outside of the environmental or operating parameters, or use with incompatible third

party products.

Service of Product on which the TOSHIBA label or logo, rating label or serial number have been

defaced or removed.

Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded

or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/

installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement

of covers, plastics, or appearance parts such as interior or exterior finishes or trim.

Software support, fixes or replacement. Software, if any, distributed with the Product under the

Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you

during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing,

non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba

manufacturers, suppliers or publishers may offer their own warranties.

1/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Satellite ***** ****** *** ********* Part No. *************. It was purchased mid-2015 and is still under warranty. It was purchased on-line on the Toshiba website and delivered in the **** Though I am currently staying in ****** with family. I am hearing impaired and have difficulty using the phone. They have no chat or email support that I can find. I have emailed their sales email several times requesting a Tech Support person contact me by email to resolve the following problems: 1. The FN key on the laptop does not work. 2. The PCIE card reader does not work. 3. The ******* back-up functions do not work properly. 4. I have an Ext. hard drive connected to do daily file back-ups and weekly system back-up (those as stated above the back-ups have to be done manually using copy/paste) and I get repeated messages my hard drive is not connected. 5. ******* has other issues such as the Settings function frequently closing on its own for no reason. I have spent two days with the ********* Answer Desk Tech Support and they have taken remote control of my computer, done many diagnostic scans and had me download and reinstalled ******* 10 twice including yesterday. The problems still exist and I have not contacted ********* today. ********* has reminded me on several occasions as the computer came with the ******* OS, Toshiba is responsible for providing support also.

Desired Settlement: Either provide me with tech support I can use and correct the issues or I want to return the computer for full refund. Make it clear on their Website they do not readily provide support for the hearing impaired and those with disabilities should not purchase Toshiba computers.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer has an issue regarding with software configuration of his computer. Our customer can visit our website at http://support.toshiba.com/drivers for them to download the recent drivers & software updates for his unit. Our customer can ask assistance from someone that he knows to contact us at 1-800-457-7777 to perform troubleshooting on his computer and to diagnose the issue further in accordance to the standard limited warranty (SLW) of the unit. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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


Regards,


I have updated all the drivers in the Device Manager and I in fact have the link bookmarked in my browser given by Toshiba in their response.  There is no driver for the FN key per se, only the keyboard and the rest of the keyboard works fine. The driver given on the Toshiba Website for the ******* PCIE card reader is different from that on the Toshiba site. I have contacted ******* Tech Support which has an email address but they do not respond.

I cannot use the phone as I am hearing impaired. I have ******** *******  I need email or chat Support to resolve the issues with the laptop. Toshiba's Support Website is an abomination consisting mainly of user forums which I have studied extensively without success. I have tried many fixes on the Internet in general and Toshiba's Website is useless, it has software to download for diagnostic issues dating back to 2012. I have spent considerable time with ********* Support.

As Toshiba considers this matter with the BBB closed, I will file complaints with econsumer.gov, FTC, State of CA Attny. Gen. and the Justice Dept. for Toshiba's violation of the ADA (American's with Disabilities Act) today.

**** ******
 



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer has an issue regarding with software configuration of his computer. For any technical issues Toshiba doesn’t have any email support for computers, they only offer phone support assistance within the U.S that our customers can to speak to a live technical support representative for them to fix or diagnose the issue further. Our customer can visit our website at http://support.toshiba.com/drivers for them to download the recent drivers & software updates for his unit. Our customer can ask assistance from someone that he know to contact us at 1-800-457-7777 to perform troubleshooting on his computer and to diagnose the issue further in accordance to the standard limited warranty (SLW) of the unit.

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 cannot use telephone support as I cannot hear. I have filed complaints with the FTC(#********), eConsumer.gov(#********) and the Justice Dept. Americans with Disabilities Act for discrimination(#*********). I am sorry I bought this *** computer. The matter is closed as far as the BBB. I noticed Toshiba has an A+ rating with the BBB, shame on the BBB!

Regards,

**** ******



1/26/2016 Problems with Product/Service
1/26/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop computer last January and shorlty after purchasing it the keyboard no longer worked. I spoke to Toshiba customer service and after trying their recommendations, I sent the computer to their repair facility. The computer was returned in what seemed to be working order, but in another few weeks the same is occurred. Again I sent the computer to the repair facility and it was sent back in apparent working order until the same issue (keyboard and mouse failure) occurred for the 3rd time. After speaking to customer service and requesting a refund or replacement product I was informed that I needed to send the laptop for repair to a different location this time (tri-star) for repairs and then and only then would I be able to get a refund or replacement. After receiving my 'repaired' laptop back, shortly then again the SAME issue arose for the 4th time. I called customer service yet again and was informed yet again that I could not receive a refund or replacement and that I needed to send the laptop for repair. Clearly the repairs are not working and I'd like a refund for the product or fair solution to what is clearly a 'lemon' computer.

Desired Settlement: I'd like a refund for my computer

Business Response: A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be endorse to our order desk department to provide them a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of the replacement. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

Consumer Response: I filed a BBB complaint against this company already on 11/19/2015 (Complaint ID ********). I purchased a laptop computer last January and shorlty after purchasing it the keyboard no longer worked. I spoke to Toshiba customer service and after trying their recommendations, I sent the computer to their repair facility. The computer was returned in what seemed to be working order, but in another few weeks the same is occurred. Again I sent the computer to the repair facility and it was sent back in apparent working order until the same issue (keyboard and mouse failure) occurred for the 3rd time. After speaking to customer service and requesting a refund or replacement product I was informed that I needed to send the laptop for repair to a different location this time (tri-star) for repairs and then and only then would I be able to get a refund or replacement. After receiving my 'repaired' laptop back, shortly then again the SAME issue arose for the 4th time. I called customer service yet again and was informed yet again that I could not receive a refund or replacement and that I needed to send the laptop for repair. Clearly the repairs are not working and I'd like a refund for the product or fair solution to what is clearly a 'lemon' computer. Toshiba contacted me and offered to replace the computer (would not give me a refund). I received the replacement computer in the mail about a week ago only to find that the speakers don't work. After speaking with Level 1 and 2 support, it has been determined that there is a hardware issue with the "new" computer. At this point, I have sent the original computer back 4 times for the same problem, and now I've had a 5th issue with the new computer.

I just asked for a refund from the company. Now they're telling me that they can offer me a refund, but only for a "calculated value of the purchase price minus the amount of time that I've owned the computer". I am seeking a full refund because I asked for a refund 17 days after purchase when my initial keyboard problem happened. Since it was outside of the 14 day return policy, they told me that they couldn't give me a refund, but they could attempt to fix the issue. Almost a year later, I'm still dealing with hardware issues and am only being offered a partial refund. This is not an acceptable way to do business. I've lost many hours of my life removing data from the computer before I send it to have it repaired, getting the computer back, re-loading my data back onto the computer, and repeating the process as soon as it breaks again. If anything, I should be paid for my wasted time, not offered a partial refund.





Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has been contacted by one of our order desk representative. Our representative provided our customer two(2) options, they offered  a brand new upgraded replacement computer or a pro-rated refund that would be based on the Fair Market Value wherein the price of the computer depreciate per month depending on how many months they owned the unit. However our customer declined the offer. Our customer was informed that the offer is already final and still open. If our customer has any questions or concern they may contact at 800-618-4444. 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 pro-rated amount that has been offered is unacceptable. Our computer broke within 30 days of owning it and we deserve a full refund. The pro-rated amount the company explained to me was based upon a July 'fix' date, however the companies lack of being able to fix the computer the first time we complained about the product (January) is not our fault. As for the replacement laptop we are unable to find satisfaction in that offer because we've tried that once before and were sent a computer in which the speakers do not work (damaged goods). We would like a full refund for our computer, we have a receipt stating its value, due to the fact our original purchase was a' lemon'  computer

 

The pro-rated value was not based upon the original complaint of our computer being broken. As for a new computer, we have tried that option once to only be sent another broken computer (speakers don't work). We find neither of these options satisfactory and would like a full refund at this time.




Regards,

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



1/25/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Product doesn't work and they will not repair per their one year warranty.

Desired Settlement: Exchange defective product Toshiba ****** *** ************ ***** : Mfr# ******

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer can file a claim for the unit. They can visit our website www.acclaim.toshiba.com or they may contact at 888-592-0944. 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.

Have called and reached out via their acclaim.toshiba.com and am not offered a repair or replacement. This product is the only product I need or want and I have budget conserns to be aware of. 


Talked to ******* 12/30/15 at 10:50 am ref **************** and  ******** 1/6/16 at 11:20 am. Ref# *************** where she stated to process the RMA through the website and that I would be offered an exchange. The exchange option says unavailable and is grayed out. 

This again is for ****** serial number sn ************** purchased for $219.99 currently listed at *********** for $229.99 or **************** for $214.99. Looking for exchange, repair or a check for the purchase price. 

Thanks,

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

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

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

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


Regards,

***** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer can file a claim for the unit. This process is based on the Standard Limited Warranty of the unit obtaining the warranty service within Fifty United States and District of Columbia. Warranty stated;

Customer may visit Toshiba Acclaim

Web site at www.acclaim.toshiba.com or call 1-888-592-0944. On website, Customer follows the onscreen instructions and initiates

a claim. Customer is required to return the defective Product accompanied by Customer’s proof of purchase to Toshiba at Customer’s

expense. Proof of purchase must show price, date, and location of purchase and Product description. When the defective Product and

proof of purchase is received by Toshiba, the claim will be processed. The defective Product returned to Toshiba under this Limited

Warranty shall become the property of Toshiba. In lieu of replacement, Toshiba may, in its sole discretion, provide a refund or

one-time credit for the replacement value of the original product, redeemable at the ToshibaDirect.com Web site

(www.ToshibaDirect.com). The value of the credit will be equivalent to the current manufacturer’s suggested retail price for the

original product.

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 website and phone support that I have talked to multiple times now will only provide the "store" credit. Looking through their available inventory there are no VHS players or VHS/DVD Combo units or a unit, such as the defective unit, a DVD RECORDER/VHS combo unit. I would like the ability to receive a refund if an exchange or repair is not possible. 

Regards,

***** ******



1/21/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Toshiba receive my Laptop for repair 9/10 Charged me for parts and labor for parts that were damaged during disassembly and re-assembly. Confirmed receipt of laptop 9/10. 12/8 received an updated quote adding costs for failed LCD. Called for information - techs confirmed LCD functional during diagnostics - they used it during diags. After installing a keyboard and a factory defective systemboard the LCD was reported defective. Increased the costs of quote and labor - reordered system board. I used the laptop with LCD completely function prior to shipment - tech logs showed they used LCD with no issue until they serviced the unit. Since had several calls asking for escalation - to date no escalation provided just confirmation the agent would. This was damage to the unit while in the service depot. If I refuse charges they return a non functional unit and will charge me labor. Even the reps on the phone agree the logs state LCD was used until they replaced system board. I cannot get anyone form Management to discuss a resolution. Was told the management that will take my call cant make the decision and the management that can make the decision wont take my call as they do not take calls. I am stuck with a proposed bill for the cost a new laptop with no recourse after they caused more damage servicing my laptop.

Desired Settlement: I agreed to pay for a system board and keyboard plush diagnostic and labor totaling $713.00. Toshiba should cover the cost of the damaged LCD and additional labor to install totaling $190.00.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer set up a repair for his computer to Toshiba Repair Services (TRS) which is (********) and settled the payment for the repair. Toshiba Repair Services (TRS) (********) is a third-party company and TAIS has no ability to access, manage or modify their system. Our customer can contact them directly Toshiba Repair Services at (800) 438-3910. At this time we consider this matter closed.

1/15/2016 Problems with Product/Service
1/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a brand new toshiba laptop from best buy, within weeks I had a software issue that created a green screen, it was an error message about the machine updating. I went to best buy they told me to get the recovery disks i had to contact toshiba. I called toshiba technical support for the recovery disks, they tried to have me restore the computer by phone. when it wouldn’t work they told me to send it in. They tried to charge me to ship it to them. I insisted that was ridiculous and after much trouble they finally sent me a box to ship it to them in. They claimed they fixed the issue and my laptop was being returned to me via fedex. When the package came the fedex delivery guy said “i cringed when i saw this come off the conveyor belt this morning”. My box was soaked,to the point that the cardboard was wrinkled. He recommended i refuse the package but encouraged me to open it. We inspected the product together, the screen of the laptop was all fogged up that you could wipe your finger down it like a bathroom mirror after a steamy hot shower. I declined the package. He said fed ex would take full responsibility and to contact toshiba and they should have me a new laptop within 24 hours. I contacted toshiba and finally got through to a supervisor named brenda who confirmed with their repair depot that my laptop was in perfect hardware condition when received (remember i sent it for a software issue and it was only about a month old). I was told i would have an email by that evening telling me the resolution. I told her i either wanted a replacement laptop or my money back. NOONE contacted me via email that day. (this all happened on a thursday) on Monday fedex was back at my door, they had tried to send the laptop back to toshiba and they had refused it and sent it back to me!! I declined the package once more and called fedex myself, they processed a claim and gave me a claim number. They told me toshiba would be reimbursed within 5-7 days and i should have a

Desired Settlement: replacement laptop and some type of compensation (upgraded unit maybe?) for the nightmare they have put me through.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak to one of corporate representative and was informed that the case will be endorse to our order desk department to provide her a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at 877-421-7070. At this time we consider this matter closed.

1/13/2016 Problems with Product/Service
1/12/2016 Problems with Product/Service
1/12/2016 Billing/Collection Issues
1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: about two months ago I experienced frequent pop-ups on my Toshiba laptop which annoyed me. I called the Toshiba tech support and they remotely worked on my computer. After several hours when they did not call me as they promised I went to the computer but only saw a black screen with a white arrow. I called them and they first tried to trouble shoot telling me whet to do but nothing worked. At this point they said that they will not charge me (for this "repair") and there is nothing else to do. I went to the store where I bought the computer and they told me it will cost $150 to fix it. I repeatedly called Toshiba, talked with many people and each one of them promised a call back but it never came. I finally spoke to a case manager who told me that they are not willing to do anything.

Desired Settlement: I expect Toshiba either to cover the expenses to repair my computer or to provide me with a new computer - (I am willing to pay 30%-40% of it's cost). The bottom line is that I need a computer and they are responsible for breaking my computer.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with our technical support department due to a software issue of the unit. Our customer’s computer was already out of warranty since February 2010 and even if the warranty is not expired in accordance to the standard limited warranty (SLW) of the computer any replacement or fixes of software is not cover. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistance. Our customer can contact Toshiba Repair Services at 1-800-438-3910. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

I am seeking repair/replacement of my computer because of a failure caused by the company's tech support. THE COMPUTER WAS FUNCTIONING BEFORE THE TOSHIBA TECHNICIAN WORKED ON IT. The computer stopped working immediately after the technician stopped working on it.

Toshiba is clearly responsible for breaking my computer and should compensate me accordingly, immediately.

Regards,

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




Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our technical support representative and they determine that the computer has a possible virus that caused the problem on the unit. Our representative performed necessary troubleshooting on the unit to isolate the issue further however they figured out that the unit needs a repair. Since the warranty was expired our customer was referred to an Authorized service provider where they can bring the computer for repair and the phone support was already refunded. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistance. Our customer can contact Toshiba Repair Services at 1-800-438-3910. 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 needs to take responsibility for its wrong doing. They must reimburse me for the harm they caused my computer. I was more than patient with them and I do not see the matter resolved.

Regards,

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



1/7/2016 Problems with Product/Service
1/5/2016 Problems with Product/Service
12/30/2015 Problems with Product/Service
12/26/2015 Problems with Product/Service
12/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba ********** * brand new from Toshiba in August 2015. On December 2, 2015 the screen started to have an issue near the top that showed black bars and horizontal lines. I called Toshiba support to start the RMA process under the 1-year warranty that the ********** came with. I sent them pictures of the issue and they never contacted me or called me back like they had said. On December 7th I called back and they informed me that this issue is not covered under warranty and that "Opening the Laptop" could cause this issue which is normal use for any laptop I've ever owned. (Call was recorded with this statement from Toshiba Support). Support then tried to sell me affiliated repair services locally or send to Toshiba out of my pocket and pay for repairs. This ********** has never been traveled with, zero scratches anywhere on the device, never dropped, anything and yet this is not covered under warranty. I find this to be a malicious and fraudulent practice of warranty services by a company. The fact that they sell repair services makes this also seem like a bait and switch practice under the veil of uncovered warranty. I was baited to buy a ********** with a 1yr warranty and now being switched to actually pay for hardware repairs caused by the manufacturing of the device. CaseID: ***************

Desired Settlement: I would like a refund for this laptop as I actually purchased this from Toshiba. I will not accept sending this laptop in to Toshiba only to be sold repair services.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with our case managers and was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. The LCD display screens on notebook computers are made of two thin layers of glass with dark liquid crystal material in between. The glass is covered on the outside by a layer of plastic. Our customers often feel that there cannot be a broken LCD display because they cannot feel the break. However, cracks in the glass usually cannot be felt because the plastic covering rarely breaks or fractures. Lines or pattern might appear on the screen and also Black “spots”. This can be liquid crystal spilling out of a crack as evidence by the lines showing on the screen of our customer’s computer. Our customer can contact Toshiba Repair Services at 800-438-3910. At this time we consider this matter closed.

12/25/2015 Problems with Product/Service
12/23/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/18/2015 Problems with Product/Service
12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba laptop on November 27, 2014. After having the unit only 8 months, it completely lost power. I had to send it in to Toshiba's repair depot and received it back about a month later. 2 months after receiving the "repaired" unit, it lost power yet again. I requested that it be replaced with a new unit, but everyone I have spoken with at Toshiba insists I must get it repaired again. I am currently trying to send it in for repairs (even though I would like for it to be replaced), but the customer service department has failed to send me the shipping label that was first promised to me on November 11, 2015, and then the priority shipping box that was promised to me on November 16, 2015. It has been two weeks since I first contacted Toshiba about this latest problem, and I am still have a broken laptop that is less than a year old. I am highly disappointed in both the product and the service I have received in trying to rectify my issues with this laptop. I was a loyal Toshiba customer prior to this because of my past experience with their products. I don't believe the Toshiba brand puts out faulty products, but I believe I have a faulty unit, and I expect Toshiba to make it right. ***** ********** Toshiba Satellite Radius Serial Number: ********* *** * (from 1st repair in August 2015): *********** *** * (from attempted repair in November 2015): *********** *** * (from current pending repair): ***********

Desired Settlement: I would like the laptop replaced with a NEW unit of the same or upgraded model.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager last 11/23/2015 and they processed another repair for the unit under repair order number TP-10595004 with a free box that our customer can use to send the unit back to our repair facility. The box was already delivered last Mon 11/30/2015 9:00 am under ***** tracking (************). If our customer has any questions or concern they may contact us at 1-800-457-7777. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

I would like the defective unit replaced with a new unit. 

Regards,

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



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research our customer was advised that replacement is not the option and the unit was already sent to our depot repair facility to have fixed. Based on our records the unit was already repaired and shipped to our customer last 12/07/2015 under ***** tracking number (************) and delivered last Wed 12/09/2015 2:06pm. If the customer has any questions or concern they may contact us at 800-457-7777. At this time we consider this matter closed.

12/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for a Toshiba tablet on their website at 10:40 PM. the email states that if further info is needed from me to complete the order, they will contact me by phone or email. Instead of doing as they state in their order confirmation email, I received a 2nd email from Toshiba stating they had cancelled my order because they could not verify my credit card. I called the phone on their email immediately, but the number Toshiba provided was not staffed and that recording said to go the the website and use the "chat" capability. I went to the website and waited over an hour for a chat specialist to answer. When "****" responded, he would not assist in placing my order, offered no alternative as to placing the order, and was not helpful in any way - just continually told me there was nothing he could do. (why was I ever directed to contact a department that could be of no help whatsoever????) After investing all this time in a completely unproductive manner, I attempted to place the order again myself, but with the long hold time, and ****** obstruction, the promotional price had been removed from the website - although it was not yet midnight my time. I would like the original promotional price on which I based my original order - $149.00 to be honored by Toshiba along with free shipping.

Desired Settlement: I would like to purchase the Toshiba tablet for the promotional price I first contracted with them, plus free shipping.I must add that until now, I have owned several Toshiba computers - and I am deeply disappointed in the extremely shoddy customer service that I have just received. I am stunned by the extremely unhelpful and unprofessional manner in which **** dealt - or chose not to deal - with the issue.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that based on the information provided on the order Toshiba Direct were unable to process the order and order was cancelled. The customer was emailed in accordance to the Terms of Sale; “Orders are not binding on TAIS unless accepted by TAIS. Acceptance of an order occurs when product ships. Acknowledgment of receipt of an order does not constitute acceptance of the order by TAIS. Product ordered may become unavailable due to product or parts shortages, discontinuance of product, or other reasons. In such event, TAIS will promptly notify Customer via email, if provided or telephone”. The cancellation email sent to our customer reads as follows;
“Dear Toshiba Direct Customer,
We are contacting you to advise that your recent order with Toshiba Direct has been cancelled.  The order was cancelled because you either requested the order to be cancelled or we have been unable to verify the information that was provided on the order. If you did not request this cancellation, we suggest that you verify that your personal data is correct with your credit card company. Once you have verified this information, please feel free to place a new order through our website, www.toshiba.com/us or by contacting a Product Specialist at 800-316-0920.”.

Our customer called in however it was already closed for the day. Our customer did chat with our representative and was advised that the order did not pass our verification process and could not be processed. The order has been cancelled and cannot be reinstated. If the customer chooses to place a new order, the customer will not be able to get the promotional price and would need to pay the current web price in accordance to the Terms of Sale in Toshiba Direct. If our customer has any questions or concern they may contact at 800-618-4444. 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 from Toshiba to my complaint is completely lacking in any commitment to customer service.  Furthermore, I believe their actions indicate a determined effort of a policy of false advertising. On the very same day that I placed my order with Toshiba, I also placed orders for goods online from ****** and *******. I used my same credit card, with the same exact personal details because those details are my details. The orders from both ****** and ******* have already been delivered to me at the prices advertised.

1. If there was a problem with my credit card, Toshiba could have called me - as is stated in their policy.  I could have easily given them additional information or another credit card. (It is interesting to note that neither ****** nor ******* had problems with my credit card.  Surely these large online retailers have the systems in place to verify credit cards accurately).
2. Instead of calling me, Toshiba chose to cancel my order and then provide me a useless phone number that was unstaffed so it would be impossible for me to resolve any credit issues with my order.
3. When I called phone number provided that rung in an unstaffed office, I followed the voice mail instructions for contacting Toshiba personnel in an attempt to resolve any credit issues with my order.
4. After waiting on hold for over an hour, my call finally reached a Toshiba representative who could not/would not help me resolve the issue. 
5. From the many failures on Toshiba's part listed above, I believe it is clear that Toshiba had placed an arbitrary limit on the number of units they would sell at the advertised price, and when orders received within the legal time limit exceeded the number of units allocated by Toshiba, those orders were rejected solely to avoid meeting their advertised price commitment.
6. I believe Toshiba's actions are in direct conflict with ************ Truth in Advertising Law ]

Regards,
********* ******



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found our customer has placed a new order, *********, which is currently under review.  The customer has been left voicemail messages at the phone number listed on the order asking for her to call us back.  This new order is at the same price as the original order (*********). The customer needs to listen to the voicemail messages we have left, and following the instructions on those messages.  If that is done, Toshiba Direct will be able to release this order and resolve the customer’s complaint.  Again, this new order is at the same price as the original order that was cancelled. If we do not hear back from the customer today or tomorrow or this order will also be cancelled. At this time we consider this matter closed.

12/16/2015 Problems with Product/Service
12/15/2015 Problems with Product/Service
12/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba ********* ****** ********** in July 7, 2015 for my son to use at college. The screen is advertised as a 360 to be used as a tablet, presentation, etc. When opening the computer to use as a tablet, the screen separated from the backing/casing at the left hinge area. I took to the store where purchased and it is outside the 30 day return and they advised to contact Toshiba directly. When contacting Toshiba they would take no action to repair or replace their defective product stating it was damage.

Desired Settlement: I wish the defective product to be replaced by the manufacturer. If it cannot be replaced the entire purchase price should be refunded so I can purchase a product that will work as advertised.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our senior case manager and was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services at 800-438-3910. At this time we consider this matter closed.

12/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Toshiba laptop and the mouse pad had failed 4x. I was told by a rep that if it fails the 3rd time I would be issued a different model. It has failed 4 times and they want me to send it in again for repair after just coming back from repair from their " engineering department ". I called Toshiba corp only to have my case sent back to their technical support. They have not been able to resolve this issue 4x in a row. I do not have faith that they can fix it 5th time. Their reps do not have a good command of the English language so their is some what of a. Communication gap. I had to repeat myself a few times on a few occasions for them to understand. I would like a refurbished replacement from a different model line. The issue I am having is a known issue with this model laptop. I found this out from the Toshiba tech support page. Several others have experienced the same issue. I just want what is right. I shouldn't have to take my time boxing up a laptop for the same issue and taking it to ***** only to have to be honest!e to wait for it to come back.

Desired Settlement: Refurbished laptop of a different model.

Business Response: A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be endorse to our order desk department to provide them a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of the replacement. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about September of 2014 I negotiated with an on-line representative for and paid in-full and in-advance with my ******** ******* card for a custom built Toshiba ***** *** ********** Mfg part #: ************ Serial#: ********* laptop computer (see attached order documentation) as well as proprietary Toshiba accessories and both an extended and in-home warranties. After waiting for a month or so the machine arrived and immediately would not boot right “out of the box” or for that matter even illuminate the screen. I immediately called my sales representative and he organized a replacement machine after I shipped the original back. Before the arrival of the replacement my representative informed me via e-mail that he was taking on other job opportunities. I was offered any other Toshiba contact. The replacement machine arrived and would boot and function erratically at times and would seem to function at others but not for any length of time over an hour or so at best. I made numerous calls to some Toshiba representatives who would make ridiculous and irrelevant suggestions and never seemed to be able to award me the warranty service I had paid for. After several months, two or three Toshiba “field service” companies contacted me but never followed up on the calls or made appointments and when they did would keep any that were made. From a practical basis the machine was totally useless and I would take it out about once a week to try and to use specialized video production software I chose the Toshiba laptop for. Again the machine and basic Windows software would continue to “crash” and I would continue calling Toshiba for further updates, contact, replacement or service of any kind but was never offered any. In most cases the representatives would say that my issue required a return phone call but these were never made and I would start the whole process over again. Toshiba never documented or e-mailed me documentation of these calls and there seemed no way to even get the same representative more than once and having to repeat what amounted to a 4-6 month “story” behind the machine and it’s “issues.” In the early part of 2015 I took the machine to an “authorized” Toshiba service location giving over my custom built $3200 laptop, specially ordered to a storefront operation with piles of dusty equipment, junk and so forth strewn all over. As you can see from their attached documentation they replaced the motherboard four times as well as the processor or were not able to receive any service or continued support of any kind from Toshiba. After several months the firm simply gave up and returned the machine to me and I started calling Toshiba again for a repair or replacement since I now do not know if the machine even boots up or not? Ultimately I have been told by Toshiba (see documentation) that the machine is un-reparable and evidently irreplaceable and a Toshiba representative made an offer at some pro-rated value as if I had been using the machine and presented it as an ultimatum for a machine that has never been usable, cannot be repaired and cannot be replaced. This was made with no refund offer even made for the costs paid (in advance) for an “unusable” warranty or the Toshiba proprietary accessories. Further after effectively “pro-rating” a machine that has never worked, never been fixed as promised and seems to be irreplaceable. Finally the ** state sales tax paid for the sale of what amount to be for a “no sale“ was outright refused which is illegal under the laws in the State of **. I have been waiting for the follow-up or further negotiations however they have ever been forthcoming despite the attached email confirmation. Since there has been no contact since that time I must now formally demand the refund of all monies paid for what amounts to be “nothing” in the amount of $3178.44 for the inoperative product, proprietary accessories, extended in-home warranty and ** sales taxes paid. Original purchase $2675.00 Toshiba branded accessories $354.71 Extended in-home warranty $148.73 The machine and accessories will be made available for the authorized Toshiba’s collection however the refund must be received by me in-full on or before 09-30-2015 or other action will be taken based on a legal sale made in and under the terms of the ***** ** *** ****** where Toshiba maintains corporate offices and collected sales tax at the behest of. At that time other fees and costs to Toshiba may be imposed. Respectfully **** ** ***** ***S Certified mail # **** **** **** **** **** Enclosures: digital documentation on CF digital device CC: ******** *********** ***

Desired Settlement: Refund my money.

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 not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. 




Regards,

**** *****



I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. 

I was not given a choice but provided with only one option which was to allow Toshiba (about) a 8-10th opportunity to repair the computer after a year and two months of failure and inaction. No other option was provided which is NOT what was desired but and again only what was offered. Pending the failure of the repair again no other repair option was offered for refund of the machine, accessories, sales tax or the additional extended warranty.. 

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak to one of our case managers and processed a VIP (Tri-Star) repair to our customer's computer, which is our Toshiba Engineers who will work on the unit and have it repaired. Our customer provided a box that they can use to send the unit to our Toshiba Engineer's facility. Our customer accepted the repair. If our customer has any questions or concern they may contact at 1-800-457-7777. At this time we consider this matter closed.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with our order desk representative last 11/16/2015 and they have offered a prorated refund to our customer based on value of the unit however our customer declined the offer. Since our customer declined the offer TAIS has processed a VIP repair sending the unit to our engineer's repair facility and awaiting for parts. The repair order was created last 11/18/2015; currently the unit is still with our engineer's facility under repair. If our customer has any questions or concern they may contact us 1-800-457-7777. At this time we consider this matter closed.

Consumer Response:

****,
While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant (**** ** *****) to accept the only available option. 

Specifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warranty. Further their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.

Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over 11 times for this device.

Thank you
**** ** ***** **********  










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,

**** *****



12/9/2015 Problems with Product/Service
12/5/2015 Advertising/Sales Issues
12/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About 13 months ago, I bought a toshiba ********* ***** laptop. Immediately, a day later we were having problems with the product. The laptop's touchscreen was leaving an imprint that would start open screens and expanding and contracting the screen. We contacted Toshiba and they couldn't fix it over the phone,so they sent us a box and we shipped it to toshiba. We were without the laptop for weeks. We got it back and just a few hours later, the same touchscreen problem happened.furious, we called toshiba and again they sent us a box and we shipped it back again. At this point we had been without the computer close to two months. We got it back again, the third time and about 3 weeks later the monitor went blank and the laptop wouldn't work. We called and again, we got Another box and shipped it. They shipped it back and it has had the ongoing problem with the touchscreen continuing to occur. It happens almost daily. Do,we have to continously power down the laptop and reset it. Constantly! Our frustration is so mich that we don't think tech support can be of any help. They refusento exchange the product that clearly is defective! Today, again the computer will no even turn on. All power sources are plugged in yet it will no turn on at all. We gain find ourselves fighting toshiba to acknolwdge their defective product and correct the problem by offering us a proper replacement! We paid for a working product and have received only problems, since the beginning.

Desired Settlement: We want a working product. We don't wAnt to ship this same defective computer back and forth. We want a working laptop, because we paid for it.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our corporate representative and they offered to send the computer to our VIP repair facility to have the unit diagnose by our Toshiba Engineer’s and have it repaired. Our representative sent an email for all the information as per our customer’s request. If they have any questions or concern they may contact at 877-421-7070. 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 are still having problems. We just received the computer back and already having problems. I am attaching pictures to support our experience. These pictures were taken at4pm on 11-20-2015.

Regards,

****** *****



Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for any inconvenience that our customer has experienced. TAIS has advised our customer that we will forward the case to our Order Desk Department to process a replacement. Our customer will receive a call within 1-2 business days from one of the Order Desk representative to discuss the process of the replacement. TAIS has advised our customer that if they have any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

12/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba tablet computer, serial number *********. After three months of normal use, the power button failed. I noticed that when the power button was being pushed, the case lifted up and away from the base. In addition, a small crack had developed. When I inspected more closely, I noticed a retaining screw on the base of the unit had never been installed. I believe the failure to install that screw destabilized the unit leading to fatigue and the crack under normal use. Toshiba's limited warranty says "Toshiba America Information Syst ems, 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." When I contacted Toshiba, they said to send the unit to a repair depot. The repair depot said that since the unit is cracked, it falls under different warranty terms saying that damage to the casing is not covered. I believe the unit failed and the crack formed because of the manufacturing defect (missing screw). When I spoke to *******, the highest level person I could reach in the customer service department, he claimed that I have to prove that the missing screw caused the failure. He also said that Toshiba QA processes assure that a screw could never be missing. I'm not aware of a perfect manufacturing process with zero defects, and I work in manufacturing. Perhaps Toshiba has discovered the secret of perfect manufacturing? He said I have no choice but to accept the decision of the repair depot. I do not accept this as I believe Toshiba is failing to honor the clearly stated terms of their warranty. The unit failed under normal use (button presses), almost certainly due to a failure by Toshiba to secure the unit with the necessary screw.

Desired Settlement: I will also accept a full refund for the purchase price.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager representatives and was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services at 800-438-****. 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 claims the warranty terms do not apply because of physical damage (a crack) in the body of the computer. However, I believe the crack occurred due to fatigue caused by Toshiba's failure to properly assemble the device such that when delivered to me, it was missing one of the screws that is supposed to secure the body together. The missing screw is in the section closest to where the crack occurred. The Toshiba warranty states “Toshiba America Information Systems, Inc. (“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under normal use during the Limited Warranty Period.” Toshiba sold me a laptop that was missing a screw. Under normal use, a fatigue crack formed within 2 months of purchase. The fact that the body of the computer is damaged is exactly the point. The computer had a defect in workmanship that caused it to fail under normal use. I should not have to prove the cause of the failure. In fact, it is in practice impossible to prove what causes a fatigue failure (I'm an engineer by trade). Can Toshiba prove that the unit has been exhaustively tested with the screw missing to not suffer fatigue failures? If they can provide documentation of exhaustive testing of this scenario, I will happily drop my complaint. Otherwise, I consider this to be their responsibility under the warranty terms.

If Toshiba does not address this concern, I plan to bring the complaint under the **** arbitration process described within the warranty. I'm quite sure that my complaint will not be considered "frivolous" or "brought for improper purpose." Would it not be simpler for Toshiba to simply honor the terms of their warranty now rather than be compelled to do so by an independent arbitrator? I've asked several lawyer friends about this case and all have assured me that in an instance like this, any arbitrator would place the burden of proof on the issuer of the warranty if such an obvious manufacturing defect was involved. This means Toshiba will lose the case, they'll incur substantial fees in doing so, and they have an extremely unhappy consumer who will also publicize the issue in social media and make sure his company doesn't purchase Toshiba equipment. I'm not sure who at Toshiba is deciding to ignore this complaint, but they're making a very bad decision on behalf of the company.

Regards,

*** *******



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager and was advised that the issue of the unit is out of scope which means it is not covered by the Standard Limited Warranty of the unit. The Toshiba Warranty stated;
What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,
misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,
power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized service
providers, use outside of the environmental or operating parameters, or use with incompatible third
party products.
Service of Product on which the TOSHIBA label or logo, rating label or serial number have been
defaced or removed.
Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded
or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/
installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement
of covers, plastics, or appearance parts such as interior or exterior finishes or trim. Our customer was referred to Toshiba Repair Services that they may contact at 800-438-3910. 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 states that the warranty does not apply, pointing to the following clause:

t thhat 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.
Service of Product on which the TOSHIBA label or logo, rating label or serial number have been
defaced or removed.
Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded
or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/
installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement
of covers, plastics, or appearance parts such as interior or exterior finishes or trim. Our customer was referred to Toshiba Repair Services that they may contact at 800-438-3910. At this time we consider this matter closed.


They did not consider the other, preceding clause in their warranty, which states the following:

What Does Your Warranty Cover?
Toshiba America Information Syst
ems, 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 duri
ng the Limited Warranty Period. This Limited
Warranty covers the Product for warranty service
only within the country where the Product was
originally purchased and only covers Products purchased as new.

Their product was sold to me incorrectly assembled, missing a screw. I believe this missing screw caused the unit to fail. According to lawyers I know, the inclusive term ("What does your warranty cover?") takes precedence over the exclusive term ("What the warranty does not cover.") This is particularly clear in this case, where the failure that falls outside the exclusive term (a crack to the case) was caused by something that falls within the inclusive term (a defect in workmanship).

Toshiba has failed in both responses to address this issue, and I don't understand their response? Is it that:

a) The exclusive term takes precedence over the inclusive term (I believe this is legally incorrect and suggest they consult their lawyers).
b) The missing screw is not a defect in workmanship (this was the claim of one person I spoke with on the phone and is clearly incorrect).
c) The missing screw is a defect but could not possibly have cause the failure (a very dubious claim but also stated by someone at Toshiba).

So which is it? Please read my email rather than simply responding again that the warranty doesn't cover this situation. The exclusive clause does not take precedence over the inclusive one.

Thank you,

*** *******

p.s. I am now buying  a replacement computer and expect Toshiba to refund my full purchase price.



11/25/2015 Problems with Product/Service
11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started experiencing problems with my Toshiba ********* ********** (SN # *********) back in July. I bought laptop 10/20/2014 from ******* in ******** **. My earphone jack stopped working properly. It would only work on one speaker. Due to heavy work and school load I decided to hold on to it as long as possible. This decision was made after I called Toshiba to do the repair and I was told it would take 7-14 business days to solve. Since my warranty was about to expire I decided to call customer service again 10/02/2015 to resolve issue. I was assigned service number *********** to fix my problem. I purchased a box from Toshiba and I sent laptop on 10/15/2015 together with charger to the repair facility. Yesterday 10/22/2015 I received back my laptop with following issues: It does not charge AND I have 2 screw covers missing from the bottom of laptop. When I plug laptop in it says now plugged in, not charging. I need to emphasize that I HAD NO ISSUES with charger, or battery prior to sending laptop to Toshiba service center!!! I called customer service again today 10/23/2015 to make them aware of the issues and ask for a quick fix. I was offered to send it back to same repair facility to "allow them to correct their mistake". After expressing my concern about that, and the fact that I DO NOT want to send my laptop back to the same facility I was told (after an hour on the phone) that I could send my laptop to a "VIP Repair Center" and that they will "absolutely" fix my issues (same thing I was told about other service center). I was promised a shipping label to expedite process in max 3 hr. It is now 3:53 pm and I still do not have a shipping label, please see timeline below. This is ludicrous!! 10/23/2015 I talked to: *****, customer service representative at approx. 9:25 am ****, case manager for today at approx. 9:30am *******, case manager supervisor at approx. 10:15 am I was ultimately assigned Call # ***************

Desired Settlement: Refund for laptop and shipping box.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers and they processed a VIP repair for the computer. The unit has arrived in our VIP repair facility last 10/30/2015 and currently the unit is under repair by our Toshiba Engineers. If our customer has any questions or concern they may contact us at 855-674-3553. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

[I received yesterday a call from the so called "VIP Repair Center" telling me that they can't get one of the parts for the laptop and if I am willing to receive it the way it is... What am I supposed to answer? Obviously Toshiba can't even fix my laptop!!!! The only reason I sent laptop out to the "engineers" (****************** , i know, doesn't sound like todhiba's TOP engineers, thank god!!!) is that I was told if I don't send it with-in 10 business days the case will be closed. Talk about coercing people!!! Also the "resolution" originally offered does not appease in any way my concern about the quality of the repair or provides me with any assurance that the second repair was done right!!!. SO NO!! MY demand still stands!!! I sent Toshiba a functioning laptop with a minor problem, after the SECOND try they are sending me back a laptop with missing pieces and who know what other problems!!!]

Regards,

****** *****



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers and they coordinated to our Engineer's repair facility for the missing screw cap on the computer. Our repair facility will mail to our customer the (1) missing screw cap if they already find one. Our customer agreed. If our customer has any questions or concern they may contact our customer relations department at 855-674-3553.

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please see link for written complaint. This box is not near big enough to cover this issue. ( ***************************************************************************** ) In short, I received a brand new laptop that had a repair issue, and the repair technician caused more problems than I started with. I have been assigned numerous case numbers to no avail and no resolve to this day regarding a ruined expensive brand new laptop. I am a high school student and have been severely neglected regarding this issue.

Desired Settlement: Replacement is most favorable, but total cost reimbursement is the only other acceptable option as I will go elsewhere to purchase my own replacement from a company that doesn't treat me so badly. I am not sending it back to repair when it is all scratched up from the first repair incident.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our case manager and they request another set of pictures of the computer to our customer so they can forward those pictures to our depot repair facility. Currently we are just waiting for the pictures from our customer and they are still investigating on the case. If our customer has any questions or concern they may contact at 855-674-3553.

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.

Wow :/, what a lame, half-hearted response. Did you even read my 1700+ word complaint? Does anybody care? I need to send the pictures again? I sent them the photos 3 times! For some reason, they can't figure out how to open Jpegs and Png files, which are pretty basic picture formats. However, I did send them all again yesterday ( September 17th, 2015 ), and said if they don't work out this time, they need to let me know immediately, not wait until I call again in a few days since no one ever calls me back when they said they would. Apparently, it takes a village to “try” to solve my problem. I have not one or two cases mangers working on it, but four different case managers, a supervisor, and a depot manger. That, within it self, is ridiculous! At the end of the day, Toshiba is the one responsible for my problem. Toshiba sent my computer to a repair facility, (which by the way has many complaints against them, do a Google search if you are not lazy, why Toshiba does business with them is beyond me), that was almost across the country from where I live, risking it getting damage in shipment, which it didn't thankfully. And, you sent it to a crappy repair facility that has no idea how to do a repair properly. I started this almost 3 weeks ago and still no one from the repair facility has even responded to any of the case managers. Are they too lazy to write an email or to arrogant to take accountability? Toshiba needs to fight their repair facility on their own time. Does Toshiba feel good ******** over a kid in high school? I should not have to call you, you should call me and fix this issue. ASAP!!!


Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can process a VIP repair by sending his computer to our Toshiba Engineers. TAIS will send a free box that our customer can use sending the computer going to our Engineer’s facility. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321.

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 that I am rejecting this offer is because I want this to remain open until I get my computer back and have time to inspect it, due to the fact that last time my laptop went in for a simple repair at a different repair facility came back damaged. There are only two reasons that I accepted that offer. One of those reasons were that they did not provide me with an alternative choice, except for rejecting the offer and parting ways. And the second reason was that it was going to be sent to a different repair facility, (which was close to my home, I am not sure why they didn’t send it there for the first repair). When I started this process, the original case managers that I talked to said that they would provide the best “options” for me to resolve this matter. I already knew what was going to happen and have told the case managers that I worked with that sending it back for repair would not be something that I would accept.  Fast forward to over a month later, having 5 case managers, a supervisor (who does not take calls), and a depot manager, the repair facility in ******* finally responded and the case manager that I spoke to told me that the only option you have is to send it right back to the repair depot, (who lost my computer for a month and damaged it). Really?! No way was I going to accept that offer. I rejected that offer and the case manager told me there is nothing else that he can do but to keep that option available open for a short time in case I changed my mind and hung up the phone. Wow really?! Great customer service you have Toshiba. Then about a week later, I was able to talk to ****, the BBB coordinator for Toshiba and ultimately came to an agreement to send the computer to a different repair facility, which still does not make me happy. It is not fair that I or anyone else dealing with Toshiba has to go through this ridiculous process of having to call Toshiba countless times to get a problem that Toshiba and its repair depot in ******* caused, due to negligence, solved. And it is apparently impossible to get a hold of anyone at their corporate office. The have a ton of people that work at their corporate office and no one can take a call about a serious matter? Really?! Are they afraid of talking to me or anyone else that has serious problems that they caused or are they just so arrogant that they do not feel sympathy for anyone? I would love to know from someone high up at Toshiba or TAIS, if they think that my situation and how they treat other people is acceptable in any way. I will give the repair facility a chance, but honestly, I should not have to, due to Toshiba breaking promises and my trust so many times before and kicking me to the curb repeatedly. 

Regards,

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



Business Response: A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced and we TAIS will provide a corrective feedback for those who are responsible for this case. TAIS has advised our customer that we can process a VIP repair by sending his computer to our Toshiba Engineers. TAIS will send a free box that our customer can use sending the computer going to our Engineer’s facility. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321.

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 like the copying and pasting in your responses to me.  Wow, you will “provide corrective feedback?” That really helps me out with my current situation. There are multiply people involved and it mainly has to do with their superiors that taught them to handle a case this way, so good luck fixing that issue.  Also, the corporate number that is on their site does not work and you have to have an extension in order to talk to someone.  Every company out there, even crappy ones such as Bank of America, has a real corporate number that you can get in touch with someone there and a real president’s office number to talk to someone about ridiculous mishaps that they caused.  Toshiba has none of those, which is insane.  This on-going “repair” has been anything but “VIP”!  I was told that the repair would take 7-10 business days, but from this repair facility it is no longer than 5 days.  At this point of time, the more recent repair facility received my computer on October 8, 2015.  It got updated a few days later saying it is awaiting parts and the ETA is November 9, 2015.  So, I basically waited a whole month and I checked today to see if there was any update and at this time, it shows the same thing, see attached photo [*****************************************************************************]. This is unbelievable and extremely unacceptable!  I have not had a properly working computer  this whole semester of school, (not to mention it was brand new) which is the fault of Toshiba’s lack of quality it has toward their products and subcontracting to repair facilities that have no idea what they are doing when it comes to fixing an easy problem.  Honestly, I am worried about the new repair facility damaging my computer even more, seeing that the old repair facility only had to fix a key on the keyboard and end up breaking my speakers and severely scratching up my laptop.  They are going to replace the lcd lid that was scratched, which worries me because it is right next to the actual lcd screen which can be easily broken if they are not careful.  I not sure how BBB ratings work,  but they should not have an A+ when there is over 730+ complainants dissatisfied of how Toshiba is handling their problem.  It is getting to the point where I am getting frustrated and looking into other options in regards to getting this settled, because honestly you guys owe me for all of the time that you have wasted from my life without having a properly functioning computer for school.  This computer, that was brand new, should just be traded out completely, or I should get a full refund, at the minimum.  I realistically should be reimbursed “above and beyond” for all of the extreme inconvenience and lack of respect throughout this whole process.  


Regards,

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



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak to one of corporate representative and was informed that his case will be endorse to our order desk department to provide him a replacement. Our customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at 877-421-7070. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I got my new computer today, which makes me happy. I am thankful for the corporate representative **** who looked over the case and helped me get a replacement. I am still not happy that Toshiba put me through a lot of crap, just so that I could get a working computer. They need to change their ways, or they will lose continue to lose costumers, like me. 

Regards,

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

11/20/2015 Problems with Product/Service
11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a extended warranty for my Toshiba laptop in February 2015 for $159.95, for one year at this time a problem was resolved, and had another issue starting at the end of July and has not been fixed since, A 3 hour phone call made on 8/14 to resolve my computer I was not resolved after 3 hours or more only to be told I needed to purchase a different warrenty, I proceeded to ask ******* for a refund due to the fact they cannot fix my computer, I was told I would get a full refund, after numerous attempts I was told my refund is pending and should arrive in 48, hours, on August 24 I spoke to ****** and several others now telling me my refund is 90.00 and is being process, once again on 9/11 told my money would be in my account 24 to 48 hours, after another call back I as advised that they would send me a refund in the mail and still have not received it, I also contaceted them via ******** and was told its on the way, They take your money and ***** *** out of hard earned money Please Help, I have list of names of people I spoke with and was told my money was on the way

Desired Settlement: paid for a service that was not complete

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015. The amount would be reflected to our customer’s account within 3-4weeks. If our customer has any question or concern they may contact customer relations at 855-674-3553.

Consumer Response: Better Business Bureau:

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



Regards,

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


I am not satisifed because I have been told since August 3 to 4 weeks and still going I spoke with ******* last week and was assuring me it would be here by Friday, Today is Friday and still nothing

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015 and last 10/27/2015 the partial refund was already completed. If our customer has any question or concern they may contact customer relations at 855-674-3553.  At this time we consider this matter closed.

Consumer Response: Once i receive my refund theni eill consider my case closed.  THANK YOU



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,

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



11/17/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop on October 4, 2015 for $989.99 directly from Toshiba. The Frequently Asked Questions on Toshiba's website (http://us.toshiba.com/faq) states the following: Does Toshiba price match with other retailers? No. Toshiba does not price match with retailers. We encourage customers to continue to visit toshibadirect.com for the most up to date pricing. You can also sign up to receive special offers on laptops and televisions by email by clicking here. There is absolutely no mention of what their Price Protection Policy is for products purchased from their own website. Electronic retailers such as ******.com (*******************************************************************0) and even other computer manufacturers like ** ***************************************************************************************************************************** *** **** ******************************************************************************** clearly state these policies. I noticed the price was lower on October 29, 2015 and called the next morning October 30th, 2015 asking about their Price Match Policy. I was told it only lasted for 15 days, but, again, it is not listed anywhere on their website. I requested to speak with a manager and was told I would receive a call back, but I did not so I called back the following Monday, November 2, 2015. Both representatives explained to me that they are supervisors. The female representative from Monday's conversation told me they are very busy with high call volume. I asked if I could speak with a team-leader, manager or director but she said I would not be able to do so. She said that request was declined and that I would not ever be able to speak with a manager. I purchased a product from them and I can't even speak with a manager about a policy that is not transparent on their website. I have screenshots legitimate lower prices and I am asking that difference be credited back to me in some form.

Desired Settlement: I want the difference of my purchase price and the new lower price credited back to me in some form, whether it's a credit card refund, gift card, etc. If Toshiba decides to lose a customer over this difference of $90.00, my family and I will not consider purchasing Toshiba products in the future. I'm willing to bet that the price was lower within the 15 days of my purchase price, but Toshiba is telling me they have no way of confirming this information. They simply do not want to check into this matter any further because it is not profitable for the company. They do not care about long-term customer satisfaction.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS coordinated with the Customer Experience Manger of Toshiba Direct and here is their response;
*** ********* placed an order on 10/4/2015 for a ******* ********* ************ laptop with a promotion price of $1,099.99.  At the time the order was placed, the customer applied an affiliate coupon (***********) to the order which provided a discount of $110.00 (coupon was 10% off orders of $600 or more).  The customer was also provided with free shipping since the order was over $499.00.  The final cost to the customer was $989.99.
 Our records indicate that the customer contacted our customer service center on 10/30/2015 because he saw a lower price for this unit online.  The customer was advised that the purchase was outside of 15 days and therefore we would not approve a courtesy credit for the price drop.  The customer is correct that we do not have a posted “price protection policy” because we do not offer such a protection policy.  If the price should change on a product and a customer should contact us, each situation is reviewed and if deemed appropriate, a courtesy credit can be offered.  However, when we look at these situations we do not consider any such request if the order is older than 15 days from the date the order invoiced and shipped. 
 At the time the customer placed the order the promotion offered $300 off the list price or $1099.99 (this price ran from September 22 – October 26).  At the time of the customers call on 10/30/2015 the instant savings was $400 off list price or $999.99 for that same model.  Therefore, if the customer would have placed the order after 10/26/2015 the laptop price would have been $999.99 and his coupon code (***********) would have been worth $99.99 making the final price of the unit $900.99. 
 We are sorry that the customer feels that the policy is not fair or correct.  We are also reviewing all calls the customer had with our call center and will take appropriate action if any of the calls were mishandled.  As a sign of good faith and a courtesy for the customers purchase, we will refund the customer the difference of $89.00.  The customer can expect to see the refund within 3-5 business days.
If the customer has any questions or concern they may contact at 800-618-4444. 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.

You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?

Thank you for listening to me and I appreciate the refunded difference.  I will continue to be a Toshiba customer.

Regards,

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

 

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my computer in March. About a month ago, it completely crashed. I don't use my computer for other than work and some internet browsing. So I was surprised that it would go bad so soon after I bought it. I lost all my data and personal files. Even though it's under warranty, I have to PAY to ship it to them so they can fix it. I asked if they provided a loaner since I NEED my computer every day for work. They said no. So I had to go and RENT a computer at my expense. It takes about 10 days or more to get my computer back. When I get it back, it works for a few days and then again it completely crashes. So again I'm out of a computer. Now it's been several days and no mention of what's going on with my computer. Meanwhile I have to deal with my work while not having a computer. I paid over $1100 for this computer and it's not fair that I have to be out of a computer. Overall I've been without a working computer for more than a month. Toshiba should not do business this way.

Desired Settlement: Since this computer is obviously defective, I believe they should send me a replacement of equal or greater value. I paid in good faith thinking that I was getting a quality product, instead I receive a, "lemon" of a computer.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer was able to speak with one of our technical support representative and they have authorized another repair for the unit of our customer. The repair was completed and they shipped the unit going back to our customer’s location last 10/28/2015 and it was delivered last 10/30/2015 5:12pm under FedEx tracking number ************. If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. At this time we consider this matter closed.

11/9/2015 Problems with Product/Service | Complaint Details Unavailable
11/6/2015 Problems with Product/Service
11/6/2015 Problems with Product/Service
11/3/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Toshiba lap top through ******* and then began experiencing issues with my lap top which is under warranty. I sent my lap top in for repairs and then received it in worse condition. I sent my lap top back in repairs for the second time with a detailed list of issues that arose from the previous repairs performed on my lap top. They performed their second round of repairs on my lap top and sent it back to me mid-August. I had more issues and sent it back for the third time. Now, the guaranteed that I would receive a replacement lap top and continuously delay the time they promised to have this matter addressed by .

Desired Settlement: I would like a FULL refund for my original unit, plus compensation for all of the hassle that I have experienced with their customer service in the last 4 months.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer has provided a replacement computer and it was delivered to our customer’s location last Wed 10/14/2015 4:11 PM under ***** tracking number ************. If our customer has any questions or concern they may contact our technical support department 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 received a defective replacement lap top from Toshiba last week.  The lap top has a Critical Error issue in hardware and Toshiba technicians were unable to troubleshoot the problem. I do not want another defective replacement as this will be the THIRD time I am experiencing lap top issues with their products.  I am requesting a FULL refund for the replacement lap top of $1,016.99 plus a prepaid return shipping label to return the defective unit.

Regards,

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



Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer received the computer last 10/14/2105 4:11PM under ***** tracking number ************. Our customer contacted our Technical support department because according to our her the unit has problem, our customer was able to speak with one of our Technical support supervisor and they offered troubleshooting by doing a recovery on the unit however our customer declined the offered support and she ask for a replacement or refund. Our Technical support supervisor was not able to perform any troubleshooting steps on the computer to determine if the problem was a hardware or software issue. The case was forwarded to our Order Desk department who processed the replacement computer. Our Order Desk representative provided three options to our customer (1) Prorated Refund and that would be based on the original price of the original unit that she purchased (2) They will process refurbished replacement based on the guidelines of Toshiba or (3) They will perform troubleshooting on the upgraded replacement computer that our Order Desk department provided. However our customer declined all the options. Our customer has advised if she has any questions or concern the offer is still open and she can call 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Toshiba flat out LIED about what the tech support concluded after troubleshooting me.  

To clarify what actually happened...2 days after receiving the replacement unit, the lap top alerted me of a Critical Error and stopped working.  I immediately contacted Toshiba technical support and after they finished multiple attempts in troubleshooting 
...the technician concluded that it must be a hardware issue.  The technician forwarded my case back to the Order Desk so I could coordinate returning the DEFECTIVE Replacement laptop.  I expect a full refund for the defective replacement unit I received.

Regards,

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



11/2/2015 Problems with Product/Service
11/2/2015 Guarantee/Warranty Issues
10/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I buy a toshiba new laptop from **** *** less than a month ago. The computer starts getting images burnt into the screen. I send them emails and it's obvious it's defective. Now I have to pay for shipping and go 7-10 days withOUT a computer because of Toshiba faulty computer? Seems like a rip off.

Desired Settlement: Replace my computer. Once I get new computer I send old one back. Ridiculous if you ask me they want me to pay for shipping and go 7-10 business days without a computer.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that one of our case managers has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests. If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. 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 1*******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

yea they want me to send the package to them and be without computer for 10 day???? What a ridiculous thing.

Regards,

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


Business Response:
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has advised that his computer needs to send to our depot repair facility to have it check by our technicians physically and get it repaired. Our customer was informed about the process of the repair and this are based on the standards of Toshiba in accordance to the Standard Limited Warranty (SLW) of the unit. If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. At this time we consider this matter closed.

10/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop model ****** part number ************* from Toshiba in August 2015. Though I have maintained a virus protection on the unit, I no longer have any administration control over the unit. I cannot even open c drive. The unit enters the internet at the command of whoever is in control so I have it in airplane mode and removed all internet services. I was on the phone with their support to recover or restore my machine which they could not do though they had control of my unit. Next the wanted to go to the next level but could not tell me how much it would cost. My unit did not come with restore media so I requested it from Toshiba. They tell me it does not exist and to check back in a week to see if it exist! I am typing this on an old Toshiba which is why I bought the new Toshiba directly from them assuming they would be the best qualified to keep me going. My unit was late being delivered but I accepted it anyway. This new Toshiba is the first computer I have ever purchased which did not have a means to restore it to original condition. Had I known I would not have purchased it. Now I set here with a Laptop which is controlled by someone else and a company who sold it to me without have a means to restore.

Desired Settlement: In the past I have been happy with Toshiba and liked the new machine. They apparently did not have all the bugs out or restore media would have come with the laptop. At a minimum it would be available for purchase. I would like my money back, or a laptop of equal or better value which is more secure, as they have know solutions on how to restore this laptop. That they also will cover all shipping cost. Who knows what information has be stolen by the thieves in control of MY laptop?

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s issue is Software related which is not cover by the Standard Limited Warranty (SLW) of the unit. The Standard Limited Warranty stated;

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

Consumer Response: Better Business Bureau:

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

In this warranty statement the declare that the software boot-up is available at their web-site. IT  IS NOT AVAILABLE OF THE MACHINE TOSHIBA SOLD ME! That is the issue. I would have purchased it if it was available. 

Software, if any, distributed with the Product under the
Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you
during Product boot-up and available at laptops.toshiba.com/eula
]

Regards,

**** ******



Business Response:
A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our Software support representative last 10/12/2015 and our representative has offered to perform troubleshooting over the phone and to have an access to the computer of our customer however they declined the offer. Our customer mentioned he will bring the computer to his son. In this case our representative from Software support department was not able to manage or access the computer of our customer. If the customer has any questions or concern they may contact at 888-933-0322. 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.

To set the record straight, the did have a software technician walk me through the process to recovery or restore my laptop to original.  However, they could not get into my laptop even when in control.  Having declared that the problem would not be under warranty, they wanted to go further.  I wanted to know how much it was going to cost me, but they would not answer my question. Repeatedly I asked them to tell me the cost to go to the next step, still to know avail. Having noted that Toshiba does not have a solution to restore my laptop, how many hours and at what cost would it take a single technician in control of my laptop, to find a solution when and entire team of Toshiba's technicians does not have a solution? 
 
My complaint boils down to this.  I purchased this laptop from Toshiba, under the assumption, that as every reputable computer manufacture I have ever dealt with in the past including Toshiba, would provide a means to  restore their product should it get a virus of some kind. I could restore it with a disc, wiping out everything on my computer and getting a fresh start. I have gone to Toshiba on several occasions to purchase a restore CD only to receive the message in the attachment. All I want to do is use the laptop purchased from them and start over.

Why Toshiba would sell a laptop to anyone without a means to restore it is beyond comprehension. They cannot guarantee any computer they sell to be virus proof! Do they expect us to trash the one we purchased from them every time a virus infects their computer and buy another one? Though I am typing on a Toshiba at this moment (which came with a restore disc) I am greatly disappointed with them at this time. 

Toshiba needs to produce a restore disk or return my money.

Regards,

**** ******



10/27/2015 Problems with Product/Service
10/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a laptop that does not do what I was told it would do. Basically I think they sold me a lemon.

Desired Settlement: I would like a total refund of money spent

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our representative from technical and software support department. Our customer was informed that the problem of the computer was a 3rd party Software issue which is not cover by the Standard Limited Warranty (SLW) of the unit. Our customer was referred to Toshiba Repair Services for the support. In accordance to the SLW of the unit; (Software support, fixes or replacement. Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties). If our customer has questions or concern they may contact at 888-933-0322 or they can visit our website www.support.toshiba.com. At this time we consider this matter closed.

10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have spoken to the technical department over 20 times, they have given me dozens of lies, from sending me to a company in Montgomery Ohio to get my computer repaired, just to find out they don't work on my style computer, then was told multiple times, I would be called back, and they never happened. And I was told my computer would only be gone for 2-3 days, but I am on on 10 days and still do not have my computer. This company lies to you telling you they can not call the repair facility, however I can call the repair facility. They have told me that they can not transfer me to certain people in the company, however I have spoken to those people before, this company as done nothing but lied to me over an over.

Desired Settlement: I would love for the company to call me and let me talk to the HIghest Person in the customer service, so I can explain the issues, I would also say I deserve some type of compensation for my personal time and gas money to go to locations I have been sent to by Toshiba to no avail.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: ****). If our customer has any question or concerns they may contact our Technical Support Department. 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.  My computer was returned, but that doesn't make up for the multiple lies, the promises that were unfilled, and the fact they were rude and still have not contacted me back referring to what they would do to make up for everything thaty have put me through. 


Regards,

***** ****



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that our customer’s computer was already repaired and delivered as of Monday 8/24/2015 1:22pm and (singed for by: ****). Our customer has been contacted by one of our case managers and they informed that we will provide a 2 months extension of the warranty for the unit as a compensation for the inconvenience our customer has experienced. However our customer declined the offer and requests to have a refund. In accordance to the Standard Limited Warranty a refund is not the option. If our customer has any question or concerns they may contact our Technical Support Department. At this time we consider this matter closed.

Consumer Response: I disagree, I recently (9-2-15) explained to the REP who called me that my computer is still doing the exact same thing as it was before, I was promised by TOSHIBA in the very first call, that I would be given some sort of compensation and have yet to see that, and ***** the manager of the Case Managers was suppose to calll me 7 occaisions and has yet to call me.  I have been lied to numerous times, and my computer is still not working properly. this matter is NOT CLOSED



10/21/2015 Problems with Product/Service
10/20/2015 Problems with Product/Service
10/15/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service
10/10/2015 Guarantee/Warranty Issues
10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Background: As of the date of this complaint, Toshiba has marketed its Encore 2 Write tablets in two USA versions, the 8-inch model ********** with MSRP of $349.99, and the 10-inch model *********** with MSRP of $399.99, both sold with 32-bit Windows 8.1 Home/Bing. Included with the tablets is Toshiba's “TruPen” digital stylus, as well as three pre-installed programs or “apps”, called “TruNote”, “TruCapture”, and “TruRecorder.” Taking full advantage of the stylus and of other special hardware, these powerful and exclusive “TruApps” are major selling points for the two tablets. Complaint: EXCEPT for the three TruApps, Toshiba provides downloadable installation packages for every driver and for every software app originally installed on the Encore 2 Write tablets. In purchasing one of these tablets, a buyer has also purchased the three TruApps, but for any scenario in which the TruApps are lost, whether due to drive failure, file corruption, or because of any “clean” re-installation of Windows, Toshiba provides no straightforward method for re-installing the apps. THIS AMOUNTS TO THEFT, since without the TruApps the tablets lose significant usefulness and value. For owners who lose the apps and who have not made a “full system backup” of the tablet to an external drive or to other media, the only way in which to recover the TruApps is to purchase special, $39.95 “recovery media” from Toshiba, the use of which will return the tablets to their OEM configurations with Windows 8.1 Home. Owners who have upgraded their Encore 2 Write tablets to Windows 10 Home or to Windows 10 Pro will thus be returned to square one, and with an additional expenditure roughly equal to 10% of what they paid for their tablets. Owners who contact Toshiba Technical Support will be denied installation files for the TruApps, although Toshiba makes no disclaimer on any website about not replacing the TruApps if they are lost. Therefore Toshiba is guilty of deceptive and unfair trade practices.

Desired Settlement: Toshiba must make installation files for TruNote, TruCapture, and TruRecorder available for download by its customers who have purchased an Encore 2 Write tablet computer.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. Upon checking on the given information on the complaint of our customer, we did not see any records or documents for the particular issue. For more information you may visit *********************** or call our Technical Support department at ###-###-#### so that we can address your concern further. At this time we consider this matter closed.

Consumer Response: If you folks at the Better Business Bureau are unable to recognize the complete inadequacy of Toshiba's response to my legitimate complaint, I have little hope that you will help to bring about any positive outcome, but I have nevertheless attached a PDF file that more fully lays out the complaint. I encourage you to carry the complaint forward, perhaps by requesting that Toshiba respond directly to the PDF. As regards Toshiba's initial response: "... we did not see any records or documents for the particular issue.": I sent a version of the PDF to various Toshiba Sales and support offices. I also posted it to Toshiba forums, although their moderators immediately removed it. In any event, as the PDF clearly points out, Toshiba's own "records and documents", in the form of their various websites, completely prove the validity of the complaint. "For more information you may visit *********************** or call our Technical Support department at ###-###-#### so that we can address your concern further.": I have already made repeated attempts to resolve the issue by making those contacts. I was rewarded with abundant misinformation and outright lies. Toshiba is just another huge, impersonal corporation with no actual regard for its customers. If you genuinely don't see that, particularly in the light of their ridiculous initial response to my complaint, I can only pity you.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. Upon checking on the given information on the complaint of our customer, we did not see any records or documents for the particular issue. For more information you may visit *********************** or call our Technical Support department at ###-###-#### so that we can address your concern further. At this time we consider this matter closed.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS cannot find any records on our system using our customer's information. However for this kind of issue in accordance to the standard limited warranty of the unit warranty do state:
 
What Will Toshiba Do? If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty.
Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.
 
TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.
 
Since the tablet has that original software installed by Toshiba our customer can contact our technical support department and provide the serial number of the unit so they can process to send a recovery media to our customer that they can use to have the unit return to the original configuration. For more information you may visit *********************** or call our Technical Support department 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 language ..."TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED"... does not appear anywhere in the Toshiba End User License Agreement (EULA) as shown at ***************************************************************.   However, a plain reading of the argument in quotes is that ..."TOSHIBA IS RESPONSIBLE FOR THE RESTORATION OR REINSTALLATION OF ALL SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED".  Thus by their own argument against the complaint, Toshiba has completely affirmed the complaint's validity.  TruNote, TruCapture, and TruRecorder are installed by Toshiba on its Encore 2 Write tablets at the time of their manufacture.  Toshiba is therefore responsible for the restoration and reinstallation of these and all other software programs originally installed on the tablets.

Moreover, Toshiba's use of language from a repair warranty is just a specious attempt to sling anything at the complaint in the hope it will stick.  The complaint has nothing to do with the tablet's repair warranty, but rather with Toshiba's violation of the terms of its End User License Agreement and with its unfair and deceptive attitude towards full support of the Encore 2 Write tablets. 

The intransigence of Toshiba in its refusal to simply provide downloadable TruNote, TruCapture, and TruRecorder installation files for owners of its Encore 2 Write tablets is typical of any large manufacturer that has no true regard for its customers' needs.  Toshiba could easily control such downloads, if that is an issue, by requiring customer serial numbers.  Mine is *********.  Now Toshiba can stop claiming that it has no record of my tablet ownership, although of course it has had that record all along.

Toshiba has thus far not had the integrity to fully provide what it owes to its customers, and would prefer instead to perpetually say "we consider this matter closed".  I can only repeat my reasonable response that "The matter will not be closed until Toshiba provides downloadable installation files for TruNote, TruCapture, and TruRecorder."  I would add that it is asinine of Toshiba to carry on with petty responses rather than effecting a fair and simple remedy.  Since the Better Business Bureau seems to see itself as a courier of messages rather than a real arbiter of change, I would also like to remind Toshiba that their mindless arguments provide additional fodder for the formal complaint lodged against them with the Federal Trade Commission, hopefully a body with far more teeth than the BBB.

With little reason for regard,

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



10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Satellite **********, Sn #********* on 20 December 2012 for $700. The warranty ran out 1 year later. Approximately mid-summer of 2014 the VGA port broke free from the mother board. It cost me approximately $150 to repair through Toshiba. I am a teacher and used the port almost daily for audio visual classroom instructions. It was not abused not mistreated is was faulty soldering but I had to pay for the repairs.In June 2015 the entire motherboard went out. I contacted Toshiba and was told the repairs would be $549 and it would take two weeks to complete. I sent the laptop in on the 18th of July and never heard from Toshiba again. I had to repeatedly email to find out the status. At one point they said they were waiting on a part, then two weeks later they were waiting on something to embed into the motherboard. I never received any communications that there was a hold up.So I got my laptop back yesterday (31 Aug 15) and two of the three USB ports are inoperative?? I understand they replaced the main board and I assume they ran tests to insure it was in operating condition so why are two thirds of my UBS's unusable. This horror story just doesn't want to end but it will shortly. As of this date I have invested over $1500.00. This computer is a lemon and no one wants to make things right.

Desired Settlement: I want Toshiba to do what is right and either refund the monies I have expended on this device or replace it with a comparable (in terms of money spent)laptop.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the records that we have was the first repair of the unit when it was still in warranty. Our customer called us last 11-23-2013 for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computer. The unit was sent to our repair facility and our customer was quoted for the out of scope issue which is not cover by the standard limited warranty of the unit. Our customer was able to settle and authorized the payment for the repair of the issue and the unit was sent back to our customer repaired. As of now we cannot find any repair under our customer's computer. Our customer may contact the facility or repair where they processed 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** *****


The VGA port issue was due to faulty soldering not neglect, misuse nor abuse. While the monetary sum at the time was not great the issue is with repeated problems which are increasing in cost with each repair. the last repair was for over $550. The original cost of the unit was around $700 retail. With the total costs of keeping a working unit now exceeding $1400 it is totally unacceptable that you would tell me the matter is resolved. My unit now has two inoperative USB ports that were working and now are not. The repair of the motherboard and the inadequacy of product testing is evident in the condition of the unit I received in return. I fail to understand why you choose to ignore this issue and say "matter resolved." Unless some thing is done to resolve the issue I will refute the latest $550 repair through American Express card company and will seek resolution in small claims court. 

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the records that we have was the first repair of the unit when it was still in warranty. Our customer called us last 11-23-2013 for the VGA port issue, he was able to speak with one of our technical support representative and they processed a depot repair for the computer. Based on our records the computer only had 1 repair with the repair order number TC-10416915 under the standard limited warranty of the unit and due to an out of scope issue which is not covered by the warranty our customer was able to settle and authorized the payment for repairs of the main board ($54parts+$60 labor fee= total of $114.00) for this case. As of now we cannot find any repair under our customer's computer. Our customer may contact the facility or repair where they processed the repair or they can contact Toshiba repair services 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 fail to understand why Toshiba refuses to acknowledge the repairs of the motherboard that were in excess of $550. Upon receiving the computer after repairs, none of the USB ports on the right side worked. This required sending the unit back to the repair facility where the computer is currently located. I fail to see the professionalism or the customer care a first rate company should exhibit in their daily interactions with customers.. It is apparently clear no one at this organization cares enough to stand behind their product. I hope all these executives that are drawing big salaries will at some point in their life run into a brick wall in which they get treated the same why they have treated me. There has been no gesture of reconciliation nor any apology offered for this series of technological blunders which only make the company appear inept and cold. 

Regards,

***** *****



9/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba ********** 13.3-Inch Chromebook 2 on 11/4/2014 which is still under a 1 year warranty. On 9/13/15 we noticed that the laptop's screen started to go bad with vertical and horizontal lines that are either black or multiple colors. I looked up the issue online, and quickly noticed that many people have had similar issues with their Toshiba Chromebooks. I proceeded to call customer support and after being on hold for over an hour and transferred from person to person they refused to issue a warranty repair or replacement, even though this is a warranty issue and defect.

Desired Settlement: I would like the chromebook either repaired, replaced or refunded. The chromebook was purchased for $358.86.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our case ma*****s and they advised that the unit will be send to our repair facility to have it repaired in accordance to the Standard Limited Warranty (SLW) of the unit. Our customer was advised that any physical or accidental damage would not be covered by the warranty. The repair was processed under repair order number ***********. If the customer has any questions or concern they may 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.

I would rather not close this item until the computer is fixed. At this point, Toshiba has just started the proper dialogue but nothing has been corrected yet.

Regards,

***** *****



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found that the free box that our customer will be using to send the unit to our repair facility was delivered to our customer’s location last Mon 9/21/2015 9:02am under ***** tracking number (************). Currently we are just waiting for the unit to be delivered to our repair facility for us to proceed for the repair of this computer. If our customer has any questions or concern they may contact at ###-###-####.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****

9/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repeat issues and charges for repair I purchased a new Toshiba laptop a couple of months ago. We were having issues with our home Internet, so I did not think it was the new laptop. Once the home Internet was fixed, we determined that it was actually the laptop having problems. We were forced to pay $69, which is ridiculous, and guaranteed it would be fixed. We have had to call repair and spent hours for the same issue, today is the third time. I personally think we have a defective wireless card, but they keep insisting that it is software. We paid $250 for this laptop, actually $320 if you include the mandatory repair charge, and it's still only working sometimes. We should not be having this many issues worn a brand new laptop. This is the first, and the last time we ever buy a toshiba again.

Desired Settlement: I want my the $69 I paid for the service charge refunded abd I want this laptop replaced.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our representative from our software department (*****) has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests. Our customer can always contact our technical and software department at ###-###-#### or ###-###-####. At this time we consider this matter closed.

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop for school work on 8/30. It was used only about 2 or 3 times just so I can set up my anti-virus software and take notes in class. 2 weeks after it was purchased the laptop would not connect to the internet. I tried all the trouble shooting solutions and nothing worked. I called Toshiba and was told that this was a software issue with the laptop and I would have to pay $100 for an extended warranty for them to fix my issue because "this was not covered under their warranty". I told the support tech that I was not paying $100 for them to fix a problem when I just bought this laptop 2 1/2 weeks prior and the software issue was not my fault. I was then told there was nothing they could do for me. I called back and asked to speak to a supervisor, who also tried to convince me to pay the $100 to fix the software. The supervisor told me that my computer did not come with the correct software and they need "advanced tools" to fix it that I could only get after paying the $100. After I made it clear to the supervisor that I was not paying money to fix something that was THEIR fault, she began to give me reasons how it could be my fault and not theirs. She told me it could be from my antivirus software updates or the automatic ********* updates (after she just told me that the correct software did not come with the computer). We hung up the phone without getting my issue solved because they would not fix my laptop without me paying. I will not pay $100 to get something fixed that she admitted to being Toshiba's fault. It is ridiculous and very unprofessional that after I was very clear about not paying the money she then tried to make the problem seem like it was my fault. A 2 1/2 week old laptop that cannot be used now. I will never buy another Toshiba product again in my life. It's amazing how this company has thousands of bad reviews all over the internet and they are still in business.

Desired Settlement: My desired resolution would be a refund for my 2 1/2 week old laptop that I can no longer use.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s concern was software issue related and our customer was connected to our ***** **********, a fee base support who handled software issue. Based on the diagnosis they informed our customer that the unit needs to be updated manually, they advised our customer that they need to perform some software updates for them to fix the issue however our customer declined to pay for the support. Our customer was informed that any software related issue is not covered even the unit is still in the standard limited warranty. Our customer’s warranty for their computer was expired last 04/03/2013. 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.

[I do not accept this response because a software issue on a new computer was not caused by any wrong doing on my part. Therefore, I should not have to pay to get it fixed.]

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has been contacted by one of our technical support supervisor to check the issue of the unit and have it fixed. Our customer has informed that they already return the computer to the store from where they purchased the unit. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me due to the fact that I have already returned the laptop.  I thank the store I bought the laptop from, not Toshiba.

Regards,

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

9/26/2015 Problems with Product/Service
9/26/2015 Problems with Product/Service
9/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent computer to Toshiba Repair in late September 2014. Was Received by TRS on 10/3/14. Repair Order ********** After several months it was obvious that TRS wasn't able to fix it. Called Corporate Escalation Offices for alternative and they suggested ******** Computer. Sent the computer there and just received it back - 9/4/15 without any service being done. Apparently there is an issue with the video card and Toshiba cannot find one to replace it. This is a pay service. We were willing to pay. The original cost of the computer is over $1800. Wanted it for school and couldn't use it because of video card issue. Toshiba is not willing to do anything even though this is a high end computer.

Desired Settlement: We would like a replacement - and consideration because of the fact that it hasn't worked since day one. Son called and spoke to rep. They told him that he'd have to send the machine to TRS and it would be 6 - 9 months for repair. This was after 1 year of ownership. This is unacceptable for such a high end computer.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the unit was already out of warranty since 08/19/2011 and based on our records our customer called our Corporate department last 02/16/2015 and according to our customer they sent the computer to Toshiba Repair Services (TRS) (********) which is a third-party company and TAIS has no ability to access, manage or modify their system. Our customer was referred to ******** our VIP repair facility wherein our Toshiba engineers doing the repair, since the unit was already out of warranty TAIS cannot authorize any repair so that our corporate representative just provided the address of our facility, our customer sent the unit with their own expense. However when the unit reached our Toshiba Engineer's facility they found out that the parts is no longer available. Our corporate representative informed that the parts might already discontinue considering the age when the model of the unit was manufactured. Our corporate representative just provided a suggestion to try to contact another 3rd party parts distributor. At this time we consider this matter closed.

9/26/2015 Problems with Product/Service
9/26/2015 Problems with Product/Service | Complaint Details Unavailable
9/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bought a refurbished toshiba chromebook laptop. 2 months later the screen started blanking out in a small area. every day the screen would get worse. contacted toshiba and was asked if we ever dropped computer etc. (answer was and still is a resounding...NO!!). had to pay $30 for them to sdend out a "special" box to send in the laptop for repair(was still under warranty). After receiving toshiba informed me that the lcd screen was "bad" and computer must have been dropped, and the repair would be $134 This computer was never misused, dropped, or damaged in any way. the fact is there computer was crap and they did not want to fix it. repair order #=*********** serial order #= ********* Chromebook CB35-*****

Desired Settlement: would like a refund of $174.06 + the $30 for sending computer back. that the laptop cost. But..would accept a replacement and hope it would last longer then the old one

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer arrived in our depot repair facility and diagnosed by our technicians. They found out that the LCD is broken which considered Out Of Scope issue that cannot be covered by the Standard Limited Warranty that our customer has that’s why there was a Quote On-Hold that needed to be settled from there. If our customer has any questions or concern they may contact our technical support department at ###-###-#### or they can contact Toshiba Repair Services at ###-###-####. At this time, we consider this matter closed.

9/24/2015 Problems with Product/Service
9/23/2015 Problems with Product/Service
9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I e-mailed Toshiba about several issues including customer service, warranty issues, defective laptop I purchased for my husband. on 08/07/15. My husband had already contacted customer support and to say the experience was a nightmare is an understatement. I bought a Toshiba Satellite 15.6 inch Laptop from ******* on 8/13/14 for $521.10. The product was fine & my husband had no trouble with it for about 5 months. One of USB ports stopped working around April, 2015. He used the other USB ports, but another one stopped working as well. He then got in contact with Toshiba support in July, 2015. The laptop has a two year warranty. I read it in it's entirety. Toshiba did not make it easy with tiny print & hard to read language Since my husband called support in July, 2015, , I feel safe to say this Laptop was covered by the warranty. Before support would even consider looking for a problem, they charged my husband $70.00 and told him it must be a software problem before looking at it. Support took over the computer for many hours, said they found no software problem, and that my husband would have to send it to Toshiba to be furthered analyzed. When my husband asked for his $70.00 back because there was no software problem, they refused. Support then told my husband a $30.00 ***** box would be sent to our home to send out the laptop. Total charge $100.00 and two weeks without his laptop that he uses for his R.E. business. Two weeks, and no contact from Toshiba, my husband called for the laptop's status. He was told that the USB ports were missing some "blue parts" that were supposed protect these ports. We never saw these "blue parts". Support then proceeded to tell my husband the laptop was not under warranty and if he wanted it fixed it would cost him $750.00. He is not going to spend $750.00 to have a $520.00 laptop fixed. The laptop was sent back with last working USB port not working.

Desired Settlement: I believe the outcome should be a total replacement of the laptop. I have seen this type for $339.00 at Walmart, so it would probably cost Toshiba less money to replace it, then the $750.00 they said it would cost to fix it. An apology would be nice, since they insinuated it was my husband's fault. At the very least they can refund the $70.00 fee to look at it remotely and the two $30.00 shipping fees, plus fix it free of charge since Toshiba found it was missing parts causing the USB ports to stop working.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS found out that when our customer contacted our technical support department last 6/14/2015 they already found out that the issue was hardware related, they were advised our customer to back up all he’s files before they send it to our depot repair facility, however our customer wasn’t able to do that and that’s why he was referred to our ***** department which is a fee base support. Our customer was transferred to our ***** department who handled software issues which is a fee base support, our customer supported to back up all his files and run diagnosis to the computer. The unit was diagnosed and they processed a depot repair order under repair order number ***********, we received the unit at the repair location last 7/13/2015 with the Damage LCD Cover & Hinges, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). Our customer was quoted for the total amount of $70.56 for the repair that is not covered by the Standard Limited Warranty (SLW) of the unit, however our customer declined to pay for the quoted amount and the unit was returned to our customer unrepaired. In accordance to the Warranty any damage that was caused by misuse, mishandling, accidental or otherwise is not covered under the Standard Limited 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.
My complaint is not about the hinges. My complaint is about the ports and the fact that  Toshiba Repairs admitted we received the unit with "blue parts missing that were supposed to protect the USB ports. To say they were ruined due to misuse is to call me a liar. I don't know what these "blue parts" are. My complaint is that repair to the ports, which is hardware problem as $750.00, for a $500.00 laptop. Those  hardware issues should be covered under the two year warranty For a product to last six months is unconscionable. Please read the original complaint again, because Toshiba is just not getting it. It is about receiving a shoddy product and  rude customer service. We deserve an apology and a rebate of all money expended, and a comparable laptop replacement. I guess a large corporation can afford to offend and rip off customers. Furthermore, we are stuck with non-working USB ports..

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hinge. The Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

#******** Complaint Type: Business Complaint I need to respond more thoroughly to the Rejection of the Complaint by Toshiba on 08/21/2015 My husband called Toshiba Support and they told him it was REQUIRED that service was done over the phone. Toshiba Support then took over my husbands laptop remotely. Toshiba support then backed-up the external hard drive. My husband did NOT refuse to back it up. Toshiba backed it up. Toshiba thought it was a software problem. My husband did not think USB ports weren't working due to software problem. He told them he thought it was a hardware problem. Toshiba charged my husband $70.00 for the software service-reduced from $90.00 charge Toshiba wanted because my husband told Toshiba he did not think a software service was necessary. Toshiba took over the laptop for seven hours and did not fix a thing. Then Toshiba did a factory reset-meaning all information was wiped clean. That is why it was backed-up. So the information and files could be put back. Back-up was NEVER REFUSED. Then Toshiba charged $30.00 to have the laptop sent to them for examination. It was sent to find out why the USB ports did not work. Instead Toshiba told him he could have the hinges fixed for $70.00. My husband said he would pay $70.00 for the hinges, but the main problem was the USB ports. When my husband called to authorize repair of the hinges, Toshiba then finally addressed the USB ports (the main issue). Toshiba told my husband he would need a new motherboard which would cost $750.00. Of course, since we have a two year warranty and the hardware a/k/a motherboard stopped working after less than a year, it should be covered. Furthermore, they want to charge $750.00 for a part when the laptop cost about $500.00 new. My husband still wanted the hinges fixed, but was told the laptop would have to returned to him and the sent back to Toshiba!? Toshiba generously sent back the unfixed, broken laptop back to my husband free of charge.

Would like the 15.6 Satellite Toshiba laptop replaced or at the very least repaired for free. An apology for extremely poor customer service would also be nice.

Regards,

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


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hinge. The Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired.
All the processed that was made on the case were based on the Standard Limited Warranty of the unit. Warranty stated:

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

For your reference, details of the offer I reviewed appear below:

I am rejecting the response, but may accept it if I can have an explanation and clarification of Toshiba's proposal. First, it is not true that my husband was not quoted $750.00 to fix the laptop. He was-to replace the mother board. My husband was quoted $70.56 for the broken hinge, which he was willing to pay. However, he felt that "why fix the hinge, when the real problem was not  being addressed", namely the non-working USB ports and the "missing blue part" Which we never saw.  If Toshiba is implying that an internal missing part and non-working UBS ports and mother board is his fault through some kind of misuse Toshiba is wrong and insulting. This laptop is used for real estate business and is not being tossed around. And, what exactly is Toshiba's definition of misuse? That term is extremely broad. A mother board certainly wouldn't be broken because of "misuse". Don't forget, my husband had this laptop for less than a year when he called Toshiba to tell them the USB ports weren't working.

However, if Toshiba is telling me that the $70.56 includes replacing the hinge, and repairing the  USB ports, which includes  the missing "blue part "and  the mother board, which is what Toshiba said was wrong with the laptop, then that would be acceptable.

Regards,

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



9/22/2015 Problems with Product/Service
9/22/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop and insurance plan from Toshiba Direct on 7/14/15, and I paid for it using my ****** account. Toshiba used ***** to deliver the laptop, which sat in the ***** ********* ** facility from 7/29/15 through 8/5/15. I phoned ***** and Toshiba, daily, to find out why my laptop was being delayed. No employee at ***** or Toshiba Direct could tell me when my laptop would be delivered to ******, **, my location. Thus, I phoned both organization on 8/4/15 and told them to cancel/return the laptop as I would not accept it because it had been delayed too long. About a week later, I looked online at the ***** tracking info and saw that the package was delivered to ****** on 8/6/15; however, I did not have the laptop. I made phone calls to both ***** and Toshiba to get my refund since I had canceled the order and had told ***** that I would refuse delivery. At that point, the finger pointing began between Toshiba and *****. Neither organization would take responsibility for helping me and told me that the other organization would resolve the issue. That has not happened! I filed a claim with ******, ***** and Toshiba Direct. ****** denied my claim because Toshiba produced a signature indicating the package was delivered. ***** paid the claim to TOSHIBA, not me. Toshiba Direct closed the claim without consulting me. Yesterday, 8/30/15, I found that my company, where I had the package delivered (**** ****** ******* ******* ** *****), had the laptop sitting in the office of the IT department. I do not know for how long it sat there. The bottom line is that Toshiba Direct received 2 payments for the same laptop--1 from me and 1 from *****. Both Toshiba and ***** refuse to help me get this laptop returned and my monies refunded. I am stuck with a laptop that I do not want.

Desired Settlement: I wish to have all of my monies refunded back to my ****** account--that includes the cost of the laptop, shipping and the insurance plan for the laptop. I want this laptop returned to Toshiba.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research based on the records of Toshiba Direct the computer was shipped last 7/23/2015 under ***** tracking # ************ and the package arrived at the ***** location last 7/29/2015 in *********, **. Our customer was advised that the unit was with ***** and still in transit per the ***** tracking and since the customer's delivery address was in a remote area of AK it can take longer for delivery as a 3rd party is used to deliver the package to the final destination. Our customer was advised and provided a compensation for the delay due to Lithium Ion Battery Declaration to *****. Toshiba Direct refunded the shipping charge to our customer, our customer requested to cancel the order so that Toshiba Direct asked ***** to stop the delivery and return the package, however they advised that the package was already take place by their 3rd party vendor ******** ********. Our customer was provided a Return Authorization (80123494 and a return ***** shipping label (***********) if they wished to return the product for full refund. According to Toshiba Direct our customer has acknowledged the receipt of the computer and they can still return the unit under the return Authorization that they provided. 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 email with the RMA information referenced by the vendor has expired.  Further, there was no shipping label attached to the email.  Finally, as the vendor acknowledged, I live in a remote part of Alaska.  Thus, how do I get ***** to pick up the package when the vendor issues a new RMA with an attached shipping label?

I could not have returned the laptop as I did not take possession of it until 9/1/15.  I want to return it and receive a full refund ASAP.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS are more than happy to provide another Return Authorization for this product, as well as, a new return ***** shipping label.  However, it is the customer’s responsibility to get the item back to us either by using the ***** label we have provided or by other carrier means at their disposal.  We are more than happy to accept the product back for a full refund, but we must get the product back before any refund will be issued.
 
Attached is the new Return Authorization email and label that were sent to the customer.  If the product is not returned to us, we will consider this matter closed.

9/21/2015 Problems with Product/Service
9/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba L-75 computer on July 1, 2015 for $429.99. It was advertised to come with a free update to Windows 10 as an inducement. I also received 90 days of free telephone tech support and a 1 yr warranty. I installed my printer and printed a test page.On about 8-15-2015 I received my free Windows 10 update. On 8-31-2015 I tried to print 3 pages of an online manual. It would not print I recieved a message that it was saved. I called Toshiba tech support the case # for that call is *********** the tech took remote control of my computer and said I needed a driver update because of Windows 10 he then started quoting prices I told him I would not pay to get my 60 day old computer to print and wanted to speak to a supervisor. He said it would cost extra to talk to a supervisor. I terminated the call and called back 9-1-2015 I was connected to a supervisor case # for that call was *************** I asked the supervisor if she read the case notes from the previous day she took several minuted to read them she then wanted me to call the printers manufacturer I told her that the tech who had remote control of my computer wanted to charge me for a driver and I wanted to know straight out if they were going to fix myu 60 day old computer for free or if I had to go thru the BBB to have corporate handle this situation she wouldn't give me an answer and just wanted to talk around in circles so I said good bye I will let the BBB handle this.

Desired Settlement: I want Toshiba to stand by their product and update the drivers for free or whatever else it takes to get my computer to print as a computer that wont print is not worth anything. Or if they prefer give me a refund and I'll buy another computer that will.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak with our representative from +**** department who handled software issues. Our representative explained to our customer that there would be compatibility issue with the drivers since it is working on windows 8.1. Our customer upgraded the operating system to windows 10 and in the process of upgrading the Operating System (OS) to windows 10 there is a prompt stated that not all the drivers would be available when they upgraded the OS to windows 10 therefore our customer should be aware about that. Our customer was advised by our representative that they can process an advance software configuration for them to isolate and resolve the issue. however since this is a software issue, our customer needs to pay for the advance support that they need process because in accordance to the Standard Limited Warranty of the unit any Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties. . If our customer has questions or concern they may contact at ###-###-#### or they can visit our website www.support.toshiba.com. At this time we consider this matter closed.

9/17/2015 Problems with Product/Service
9/17/2015 Problems with Product/Service
9/16/2015 Problems with Product/Service
9/16/2015 Delivery Issues
9/16/2015 Problems with Product/Service
9/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I was considering ordering a laptop, I was told by a sales rep online that the laptop would come with a copy of Adobe Photoshop Lightroom 5 installed, as long as I selected a model with a 4k monitor. I followed the link supplied by the rep and customized a laptop to include the 4k monitor. The promise of the free software was a major factor in my decision to buy from Toshiba. Additionally, the sales rep provided me with a copy of the transcript of the conversation for my records, which I still have and have since supplied to Toshiba. Unfortunately, when the laptop arrived 3 weeks later, the software was not installed. I contacted their customer service, and after speaking to 4 different representatives, I was told simply that the original sales rep should not have told me the software would be free and that Toshiba will not provide it for free. The only offers they made were to either return the laptop or accept an $84 credit. This credit, however, is only about half the cost of the software (I was even told before Toshiba decided on an amount that I would likely not be offered enough to cover the software purchase, which was not at all a positive statement to make to a customer with a valid complaint). While Toshiba has made some steps, they are deaf to my concern that their representative made a promise that I want them to honor. They are completely ignoring that aspect of my complaint and seem to think that a refund is the correct solution. In some cases, like mine, that is not the best solution to offer, especially as a first solution. This is especially true for a product that I spent significant time researching and then having to wait for as it was built. Toshiba's offer of a refund actually ADDS to my burden as I would then have to begin my process again and be left without a computer until I finished shopping yet again.

Desired Settlement: I do not want to return the laptop that I bought. What I want is for Toshiba to honor their promise that was made when I was first considering the purchase. I would accept one of three solutions: 1) they honor the request by issuing a license for the software to me and remotely installing the software on my computer (one of the 4 agents I spoke to assured me this was viable, as long as Toshiba issued a license) , 2) provide me a credit of at least $143, as this is the current market price for Photoshop Lightroom. An example from ******: ************************************************************************************************************************************************************************************** , or 3) Provide the $84 offered and additionally extend my zero-interest financing period from 6 to 12 months so that I can have more cash available now to separately purchase the software that Toshiba should have provided.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS found out that our customer was misinformed and we acknowledged the inconvenience of our customer and offered some options. Our customer was offered to have a Full Refund for the unit or they can keep the unit without the Adobe Photoshop Light room 5 and we would issue a 5% order level credit for the inconvenience and misinformation. The Credit offered was $81.45. Our customer send a confirmation email accepting to keep the unit with an $81.45 credit as a compensation for the inconvenience that he has experienced. At this time we consider this matter closed.

9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 08/04/2015 I placed an order (at ***********) for a Toshiba Satellite *********** Laptop, I knew this would be made and it could take a little bit of time to create. The first estimated shipping date was 08/11, then 08/14, then it was 08/24. On 08/24 I contacted Toshiba, via chat on their website, I was told in this chat the item has shipped but they have not received the tracking information yet, and to wait 24 hours for the tracking information. So again on 08/25 I chatted with on online representative and was once again told it has shipped, but for some reason they did not have the tracking information and to continue to wait. Approximately 45 minutes after that online chat, I logged onto my Toshiba order status and it had been updated from estimated shipping of 08/24 to 08/31, after I was told via chat that the item had already been shipped. I then proceeded to call Toshiba and was told via telephone, this item has not shipped and estimated ship will be 08/31, I then requested to cancel the order, and was told they needed 3 business days to cancel orders and the request for cancellation has been made but was not guaranteed. I was informed that if it cannot be canceled to allow the item to be charged on my credit card and then return it, I was given the Toshiba RMA website for returning items. I was not given a specific reason why the item was not shipped or even it was going to be shipped. I made them aware this order is for my work at home and the urgency of needing this item has increased, so much so I just wanted to cancel the order and go to a store to buy a laptop today since my needs are not being met and I cannot wait any longer.

Desired Settlement: I would like it to be reported the estimated ship dates do not really mean much, they can be changed as many times as possible with no specific reason for the delay. I was not able to cancel the order because of estimated ship date is in 4 business day period, however the estimated ship date ,by their own admission, is not a guarantee of shipment, therefore it does not seem to make any sense why I would not be allowed to cancel and order that hasn't been shipped and does not have a definite and guaranteed ship date.

Consumer Response: Desired resolution would be if the computer if /and when it is shipped to me I would like a discount on this item, it has negatively affected my ability to work at home. When the item was ordered the ship date was a few days away and my ability to work was slightly impacted, but it continued to be pushed back and my ability to work was severely impacted. 

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS was able to update the Estimated Ship Date with our customer from time to time. TAIS found out that there was an unforeseen component shortage and this was the reason why the date continued to push back.  Our customer requested for a cancellation for the order due to the continuous change of the Estimated Ship Date and the order was cancelled as per requested. Accessories were already shipped to the customer and was advised that we could provide RMA if they wish to return those items. Our customer wasn't charged as well since they requested for a cancellation for the order. At this time we consider this matter closed.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba laptop in the Spring of 2014. After several months, there were repeated blue screen crashes and sometimes it would not start up due to "boot media not found." As it was under warranty, I sent it to Toshiba in the Spring of 2015 after I failed to diagnose/correct the problem myself. I had tried resetting it to factory settings and reinstalling everything, but that did not help. I noted the problems experienced and solutions I had attempted on a sheet I shipped in the box with the laptop. Toshiba sent the laptop back with a note indicating the repair result as "recovery operating system." It worked fine for a couple months until the same problems recurred (blue screen crashes and occasional failure to boot). I had it diagnosed at a local repair shop, which told me that the hard drive needed to be replaced. I paid for the diagnosis and replacement. I called Toshiba to complain: why hadn't this problem been diagnosed and repaired when I sent in the laptop? Customer service alleged that the problem must have developed after it was returned and that I should have noticed "within 24 hours," which she later corrected to "three days." I replied that an intermittent problem like this might not be noticed that quickly. She said that I would have had to complain within a specified time frame (2 months I think she said) and that it was my own problem since the warranty had now expired. I then called the repair depot in *******, where I had sent the laptop. The representative there said that my hard drive had been re-imaged, passed some scans, and sent back. She acknowledged that this process is often inadequate and laptops have to be sent back to Toshiba soon after for a second repair. That was shocking to hear. Having to send my computer away for repairs, I trusted that it would be diagnosed and repaired properly and that there wouldn't be a likelihood that I'd have to send it back again. The whole process has been unnecessarily frustrating.

Desired Settlement: I seek compensation for the private repair performed locally.

Consumer Response: Hello. Thanks for your quick reply.

January is an estimate of when I first started having problems. Initially, I hoped it was a temporary glitch, as the issue was intermittent. Then I tried various methods for fixing it myself - performing a system restore, running additional disk and security scans, making sure I had all of the ******* Updates, resetting the computer and reinstalling the operating system, etc.  When none of that worked and with the warranty set to run out at the end of March, I decided to contact Toshiba, who had me send it to their repair depot in *******.  Although it felt like it was gone a long time because of the shipping, Toshiba has told me that it was only at the repair depot about a day.

Given that the same problems recurred this summer, I strongly suspect - a suspicion very much strengthened by the depot's surprising admission that many laptops don't get repaired adequately the first time they're sent - that the problem with my computer was not identified and repaired correctly.  If that is the case, then Toshiba hasn't honored the warranty I purchased along with the laptop.  Indeed, given the time lag involved in shipping a laptop back and forth, it seems to me that the cursory/inadequate jobs done to customers' computers the first time around has the effect of assisting Toshiba financially in that some warranties inevitably expire before the customer rediscovers the same problem and ships the computer back a second time for the correct repair.  In any case where a repair is performed incorrectly and the warranty expires before the customer can send it back, then the warranty does not mean what most people perceive it to mean.

A perusal of other complaints posted on this site suggests that I am not the only person who has had problems with Toshiba customer support.  Nevertheless, I feel that Toshiba has not honored the warranty and I think the strongest evidence of that (besides the same problem recurring on my machine) is their employee's admission that many computers are sent back after the first repair is inadequate.  I understand if you cannot proceed because my warranty is now expired, but I hope you'll at least post this communication in case it can help someone else.

Thanks,
*****

Consumer Response: Hi,

I did not contact Toshiba about the problem until March 2015.  I'm not sure of the exact date of contact.  I recall being told that the problem was not one that could be corrected over the phone and that I would need to send the laptop to their repair depot.

Thanks,
*****

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s unit was already out of warranty. Our customer’s unit encountered an issue that the unit was locking up / hangs last March 2015 and from there they found out that Re-imaging the Hard Disk Drive will resolve the problem. Our customer was offered to setup a repair with Toshiba Repair Services, as our Out of Warranty Services however, the customer declined. At this time, we consider this matter closed.

Consumer Response: Better Business Bureau:

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

Thank you for forwarding my complaint to Toshiba.  It is apparent that the company does not wish to deal with this issue in a just manner, and it "considers the matter closed."  In fact, in its response, Toshiba does not even correctly identify the problems I described when I sent in the laptop for repair.  I never mentioned anything about "locking up / hangs."  The problem was intermediate sudden crashes and occasional failures to boot up.  Given Toshiba's bizarre response, it comes as no surprise that an employee at their repair depot acknowledges that they often fail to repair customers' computers the first time around.  I'm glad that I have that admission documented.  Obviously I am quite disappointed with Toshiba and will be sure to warn friends and colleagues against purchasing their products.  Thanks again for your assistance.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that the locking up / hangs results came from our depot repair facility after the diagnosis by our technicians. They found out that doing Recovery for the Operating System will fix the issue. TAIS has verified if there’s still something wrong with the unit so that a VIP repair can be authorize as a onetime courtesy for the inconvenience our customer has experienced. However our customer alleged that they send the unit to a local technician and have it fix. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

[I received a call from Toshiba yesterday.  The representative offered to help me send away the laptop for a "VIP repair."  As I had explained in my original complaint, which should have been reviewed by Toshiba, I already had the computer repaired locally at my own expense after the same problems recurred so soon after Toshiba claimed to have repaired the device.  Thus the offer is of no value to me.  I have noted, though, that the offer suggests that Toshiba is aware of the problems at their repair depot, as suggested to me by a previous representative.]

Regards,

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



9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the beginning of July 2015 my 55 inch TV started having a thick black bar going through the center of the screen. Not making it possible for us to watch anything on our TV. The TV came from Best Buy and they told us we had to call Toshiba because of the warranty. The warranty which expires in December of 2015 (1 year) still covers the TV. I called Toshiba at the beginning of July 2015 to tell them about my problem. After almost an hour of trying to explain to the woman on the phone what was going on, she informed me that I had to file a complaint and order a new part for my tv. She told me the part should be in by August 16,2015 (ALMOST 6 WEEKS FROM WHEN I CALLED). After August 16, I called the repair company AND THE PART STILL HADN'T EVEN SHIPPED. I again called Toshiba and they told me that they didn't know when it would ship and that it would still be at least 10 days after the part was shipped to get it scheduled to get fixed. It has now been almost 2 MONTHS since I originally called to complain about the TV and IT STILL ISN'T FIXED. They don't seem concerned with the fact that I spent the money on this TV TO WATCH IT and have now not been able to even us this TV for 2 months.

Desired Settlement: I either want a REFUND/NEW TV/REPAIR ASAP. I am sick of waiting. These people have horrible customer service. This problem should have been fixed ASAP. I should not be sitting here 2 months later still NOT KNOWING When my TV is even going to be fixed.

Business Response:

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research TAIS
found out that this has been forwarded to our Order Desk department. Our
customer was able to speak with one of our Order Desk representative and they
advised that they already processed the replacement. At this 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,

****** *****

9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a computer in Febuary from Toshiba that was having problems when I bought it. I sent it in to have it repaired in May which cost $30.00 to use there insured shipping. When I received the laptop back it had a smashed screen and split housing. They gave me a day to report it and I did and followed all steps exactly as they said. Then they said they were sending me a replacement and to send the old one in. When I never received a replacement they said they never said they were sending one and they were repairing the damaged one. When I received it back it still had a split plastic housing so I had to call them agian. They tried to say they didn't consider it damage and they didn't have to fix it. I then threatened to sue because it was obviously damaged so they said they needed a few days to investigate the claim. Now I am waiting for a call from them because they left me a message saying they will repair it but I must send it in agian. I paid for a working computer in Febuary and still do not have one. I have spent over 20 hours on the phone with them over many phone calls. I have had promises of returned calls that don't come on several occasions were I am forced to call them and wait on hold. They call me at 6:30am and 8:30am when they do return my calls even though I keep repeatedly ask them not to call before 10:00am because I work night shifts. Everytime I call I get the run around from them on the phone where they ship me between departments and make me tell them things over and over again. They have treated me like this is all my fault when I have done nothing but insist they give me a laptop in quality working condition like I paid for. After all the abuse this laptop they sent me has received to be damaged so bad I question the quality of the electonics since they can be damaged easily. This and the customer service make me not want it at this point the least I could get from them is a replacement. My money back would be ideal though at this point.

Desired Settlement: I would like either a replacement laptop or a refund, and to at least here that there company is doing something about there absolutely terrible customer service practices.

Business Response:

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research our
customer was able to speak with one of our case managers. They reauthorized a repair
for the unit and it will be send back to our depot repair facility for rework.
Our customer will receive a box that they can use to send the computer going
back to our depot repair facility. The reauthorization repair order number
would be under ***********. Currently the box is already in-transit going to
our customer’s location under ***** tracking number ************. At this time we
consider this matter closed.

Consumer Response: I am not very happy with this response I feel it is a direct example of how there company has no concern for customer service. There isn't even a stated apology for what I have been through with there company. I still don't have tthe computer I paid for in February, and this whole process has been a considerable effort. It has taken me over 20 hours on the phone and they have been very resistant to fixing things under warranty. I had to explain to them, by them insuring things they are responsible for fixing them if covered under policy. That is what insurance is. They have treated me terribly and I feel their company definitely is not concerned with customer service or quality. They have done nothing to right anything they have done to me they are only doing what they have to and fighting me on it every step of the way. Plus it is taking forever. They should have just replaced it by now.

Consumer Response: I have not talked to them or recieved an email from them except to say my package has shipped and I got an invetation for a survey. One i have taken many times stating I am an unhappy customer with no actions taken. I was tgreated terrible by this company and now 7 months later I have what I paid for finally. I put up with many many hours on the phone just so they would give me what I paid for. My warranty is now almost up so it was wasted getting a working computer in the first place. The computer itself does not perform that well either it is clunky.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS found out that our customer already received the unit came from our depot repair facility last 8/14/2015 under ***** tracking number ************. TAIS verified to our customer if there is still something wrong with the unit so that we can provide alternate options and our customer said none. TAIS has advised our customer if he has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

9/4/2015 Problems with Product/Service
9/3/2015 Problems with Product/Service
9/3/2015 Problems with Product/Service
9/2/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TOSHIBA DIRECT REPRESENTATIVE ****** ******** ** * **** IS UNPROFESSIONAL AND IS NOT ALLOWING ME TO RETURN A PRODUCT THAT IS NOT ADAPTABLE TO MY LAPTOP, WHICH I WAS MISINFORMED ABOUT PRIOR TO PURCHASE. I USED THE CHAT NOW FEATURE ON THE WEBSITE TO ENSURE THAT I WAS BUYING THE CORRECT PRODUCT PRIOR TO PURCHASE. THE ONLINE REPRESENTATIVE MISINFORMED ME, THE ADAPTER DOES NOT FIT, AND I NEED TO BE REFUNDED BY TOSHIBA, IT IS THEIR FAULT THAT I BOUGHT THE WRONG ADAPTER FOR MY LAPTOP.

Desired Settlement: Refund!!!

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s return was processed and a credit was issued to our customer’s credit card last 8/17/2015 under invoice number ********. Our customer may check with their credit card company on how quickly they post credits. At this time we consider this matter closed.

8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we purchased a new Toshiba Laptop through ****** *****. We noticed the lid didn't quite close tight but could see no issues. a few months later a piece of the hinge showed a crack. We immediately contacted Toshiba customer service and was given a repair order number by the customer service rep with more detailed instructions to come by email. Three Cust Ser reps later we finally received the mailing instructions to return the product for service. After we sent the computer in, another email came advising us to call a number about the repairs. This was July 1st. I called that number for the next 2 days always getting a voice mail and never a call back. I waited until after the July 4th holiday before trying to reach them again . Three more calls later I reached someone who stated that the repairs would not be covered. Had we taken it back to ****** ***** within 14 days of purchase ****** ***** would have n covered it or so I've been led to believe. I've done just a little research on line and find complaint after complaint about the Toshiba hinges and even a class action law suit settlement back 2010. We ended up paying over $120 for shipping and repairs. We've had the computer back for less then two weeks and the same hinge (right one) is already sounding funny. On the first repair they received the computer June 19th. It sat there close to two weeks before they ever looked at it then another two weeks because they claimed not to have the part to repair it. On the repair order they have listed CID customer induced damage. This computer was never dropped or manhandled by us in the short time we've owned it. I'm so disappointed in the product, the customer service and integrity of this company. I would just try to sell it and cut my losses but feel guilty passing along what I feel is a lemon.

Desired Settlement: We would be happy with some sort of reasonable refund in exchange for the computer. Our experiences with this company and its representatives have been so negative - we simply don't care to have anything with the Toshiba name brand again.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS received the customer’s unit on 6/19/2015 in our repair facility with a Broken Hinges, which is out of scope of the warranty (out of scope meaning it is not covered under the standard limited warranty). TAIS has informed our customer the cost of the repair is now their responsibility and our customer accepted the repair and paid for the quoted amount. The repair was completed last 7/24/2015 and the unit was delivered to our customer last 7/28/2015. If our customer will experience the same issue with the computer they can contact our Technical support department and they can process a rework for the unit. At this time we consider this matter closed.

8/26/2015 Problems with Product/Service
8/25/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba laptop less than a year ago.It stopped working 3 weeks ago. I tried to contact them by phone and online, no response.The computer broke on June 25. I bought it on August 5 2014.it is a C55. I purchased it in ************* at **** *** with a debit card. It was around $280. I have tried to contact Toshiba several times, no response.

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)I want a full refund.

Business Response:

A Toshiba
America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research TAIS cannot find any records on our systems
using our customer’s information (Name, Phone #, Address, and Email Address).
Our customer can contact our Technical Support Department at **************. At
this time we consider this matter closed.

Consumer Response: I was not asked for additional information, what do you require?

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our
customer complaint. After doing a research TAIS cannot find any records on our
system under our customer's information. Our customer can contact our Technical Support Department and provide
the serial number of the computer at **************. At this time we consider
this matter closed.

Consumer Response: I am on vacation and don't have access to my computer to get the serial number. I cDNA send it to you on August 8.

Thank you for your assistance.
Regards,
******** ******

Consumer Response: ****** ****** *** ********* ********* ********* **** ** *************

Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests. Our customer can always contact our technical support department at **************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

They are lying. Not one attempt to contact me has been made. I want a full refund.
Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone however there was a voice prompts that (The subscribers request this phone does not accept incoming calls message ma *****). Our customer may contact our technical support department at **************. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

[Toshiba hasn't done a thing except lie about contacting me. I want my refund.]

Regards,

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



8/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Toshiba laptop for home use. not even 2 months after purchase, the screen and cover started coming apart at the hinge. There was no misuse and no physical damage. It appears to be a faulty hinge that is forcing the screen apart. Customer service requested pictures, which we gladly submitted. We never heard anything again. I called a week later and was told that it would not be covered under warranty. The company assumes that all issues must be because of misuse, instead of faulty parts. There is zero damage to the laptop, other than the faulty hinge. The laptop is practically brand new, but customer service said that "two months old is too old for it to be a product issue". Apparently Toshiba feels like you should buy a new $850 laptop every two months.

Desired Settlement: I would like Toshiba to honor their products and fix what is obviously faulty material/workmanship.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send the unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to our customer that they can use to send the unit going to our Engineer’s repair facility. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at ************. At this time we consider this matter closed.

8/21/2015 Problems with Product/Service
8/19/2015 Problems with Product/Service
8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba P50W-B laptop at 4/28/2015, there are 3 major problems with this product in less than 3 month : 1. There's big noise from the fan 2. I got several warnings by the system that" you computer has cooling problem,please shut off the computer and return to Toshiba for replacement" 3.7/20/15,I found the left corner of the screen frame cracked, the LCD screen cover separated from it's original status. On 7/22/15, I called Toshiba Customer Support Center, and was told the part of screen was not covered by warranty and I have to repair it at my own cost. For the cooling problem, I was told it may due to system error and they can guide me online to fix the software issue. For the noise, I was told they can check what's the problem, but it may take month to send the laptop back to me.

Desired Settlement: I do believe the laptop I purchased has quality issue, I need get a replacement.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send the unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to our customer that they can use to send the unit going to our Engineer’s repair facility. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

8/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba satellite computer from ******* in Newington, NH on 12/20/2014 - it is still under warranty. My computer has suffered a hardware failure, which was first reported on the phone to Toshiba Customer Relations USA on 05/12/2015 and later again on 05/21/2015. My complaint relates to the position that Toshiba are holding in relation to my case. I ascertain that my computer is covered by its warranty until 12/20/2015. Toshiba ascertain that my computer has to be repaired within the USA, while it is currently in the UK. They have tried to hold their position that the warranty only covers within the USA, which is where my complaint occurs for these reasons: 1) The warranty was not made available to me before, or at the time of, the purchase, either by ******* or Toshiba (as their provider), and so I was unaware about the lack of international coverage on the warranty - against the FTC's rule on Pre-Sale Availability of Written Warranty Terms 2) Toshiba hold the position that I should have purchased international warranty coverage. I ascertain that I was unaware of the lack of coverage before, the purchase. Furthermore, on investigating Toshiba's website, the only extended plan that mentions Global Coverage in fact states in its contract that it does not cover outside of the USA. I have ascertained that had I been aware of, and then purchased international warranty coverage, they would not have honored such a plan regardless - against the Magnuson-Moss Act 3) Toshiba ascertain that I must send the computer to the USA for repair. I ascertain that they are trying to impose undue costs and conditions on me to reach a satisfactory outcome in my case, especially as Toshiba have said the computer is able to be repaired in the UK. Furthermore, they have failed to respond my letter sent on 06/03/2015, in which I requested a written reply by 07/03/2015. They have therefore failed to remedy my case in reasonable time - against the Magnuson-Moss Act

Desired Settlement: In my letter to Toshiba, on 06/03/2015, I requested a written reply by 07/03/2015. In my letter, I outlined what I feel to be reasonable expectations on Toshiba to fulfil their obligations under The Magnuson-Moss Act in helping me gain a satisfactory outcome. I firstly made a reasonable attempt in good faith in my phone conversations with Toshiba, and later in my letter. In my letter I summarised my expecations in numerical order: 1) Toshiba carry out the repair in the UK 2) If Toshiba wished to carry out the repair in the USA, that they collect it, ship it, repair it and return it to me in the UK at their expense 3) Toshiba replace the faulty product 4) I recieve a full refund 5) That if the computer was repaired, and again failed, that I recieve a full refund Given Toshiba's lack of reply to my letter, and their failure to resolve my case, I now wish to obtain a full refund, as I have lost all faith in their ability to fulfil their obligations. They have wasted yet more time.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research our customer purchased the computer inside
the United States and in accordance to the Standard Limited Warranty of the
unit (SLW) this Limited Warranty covers the Product for the warranty only
within the country where the Product was originally purchased. Our customer was
able to speak with of our case managers and was advised that they can send the computer
to our depot repair facility for repair and Toshiba will be the one who will cover
the repair and replacement of the parts of the unit. Our customer will just
shoulder the inbound shipping going to our depot repair facility in accordance
to the Standard Limited Warranty (SLW) of the unit. At this time we consider
this matter closed.

Consumer Response:

Better Business Bureau:

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

I am not satisfied with the response by TAIS (Toshiba America Information Systems - The Business) for a number of reasons:

 

1.     1. TAIS have failed to respond to my letter, dated 3rd June 2015, where I outlined my original complaint - this letter is attached to my current response. I had the letter tracked, and so I know that they received it on 11th June 2015. In the letter, I requested that they respond in writing before 3rd July 2015, which they failed to do. I have been entirely reasonable in waiting until 15th July for a reply from the TAIS before registering my complaint with the BBB. At the date of writing this response, 23rd July 2015, no written response by TAIS has arrived at my address.

 

2.      2. Whilst the response by TAIS to my complaint through the BBB mentions that I spoke to TAIS case managers, which is correct, it fails to acknowledge that during these conversations I told TAIS that my complaint was not resolved as far as I was concerned. During these phone conversations, TAIS maintained the position that their response eludes to, namely that I have to send the computer to their repair facility in the USA, while I maintained that as my computer can be repaired at a Toshiba repair facility in the UK (where I live), then it should be repaired so. As I felt that my complaint could not be suitably resolved over the phone, I told TAIS that I wished to put my complaint in writing. The case manager for TAIS informed me of their address to send my written complaint, and told me that the complaint would be handled as such thereafter. The fact that TAIS have responded to the BBB complaint stating that they “consider the matter closed” reflects on TAIS as an organisation as they have failed to respond to my original complaint. As such it demonstrates to me that TAIS have no desire to fulfil their obligations under the Magnuson-Moss Act, which I outlined in my original complaint, and will summarise further now.

 

3.    3. In my original complaint on 3rd June 2015 (attached), I outlined my reasons for my grievances with TAIS, and how I feel they have failed to satisfy my case.

I first outlined how they failed to provide me with a warranty prior to purchase, either as themselves or through the seller (*******). This is against The Magnuson-Moss Act of 1975 and the Federal Trade Commission Pre-Sale Availability Rule. As such I was unaware of the lack of international warranty coverage.

I then outlined that TAIS’s position that I should have purchased international warranty coverage was flawed, firstly because I was already unaware of the lack of such coverage, and secondly because on researching the option, I found that such cover does not sufficiently exist and would be misleading. Both are against The Magnuson-Moss Act, and the second point here would fall under the term “deceptive warranty”. As such I informed TAIS that I believed that had I been aware of, and purchased their international warranty coverage plan, that TAIS would have failed to provide the service, and so it would be deceptive.

I also outlined that The Magnuson-Moss Act clearly states that the warrantor (TAIS) must not impose on the consumer (myself) any conditions to ensure a satisfactory outcome. The fact that TAIS maintain that I must send my computer, at great expense and inconvenience to myself, is in itself against the law, as they are trying to impose conditions. The TAIS case managers have stated in my phone conversations that the computer is a model that can be repaired in the UK.

Finally I outlined that The Magnuson-Moss Act states that TAIS must remedy the case within a reasonable time. The fact that I first spoke to TAIS about my computer on 12 May 2015, and that the case is still unresolved, demonstrates the lack of effort by TAIS to remedy the case.

I am not satisfied with the response to the BBB by TAIS as none of these grievances have been addressed, something that would be entirely reasonable to expect.

 

In my original complaint (3rd June 2015 - attached) I outlined what I believed to be a number of reasonable expectations on TAIS to fulfil their obligations. As TAIS have failed to address my grievances, and continue to waste time, I remain unsatisfied as their response does not resolve my complaint. As such, I now seek a full refund from TAIS for the value of my computer ($499.99), as I have lost all confidence in TAIS, and do not believe any other outcome to be otherwise satisfactory. Attached is another letter I sent to TAIS on 16th July 2015, which I am currently tracking and has yet to arrive.

Regards,

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


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our
customer complaint. After doing a research our customer purchased the computer
in United States and the Standard Limited Warranty (SLW) information is
included with the package together with the computer when our customer
purchased the unit. The warranty entitlements are stated on that specific document
once our customer unboxes the unit. Our customers should be aware about their
warranty coverage as a consumer’s obligation. In accordance to the (SLW) of the
unit this Limited Warranty covers the Product for the warranty only within the
country where the Product was originally purchased. Our customer can also check
the warranty entitlements on our website ***********************. At this time
we consider 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 still believe that Toshiba America Information Systems (TAIS) are ignoring the key points in my original complaint, and that their most recent response highlights this. I have been very clear in my position that I was not made aware of the lack of International Warranty Coverage prior to, or at the point of purchase, nor was I offered such an option at any point. I will state again that I was never provided with any warranty information prior to purchase.

I have stated previously that I believe that TAIS failed in their federal obligations to provide me with the knowledge that my warranty lacked such coverage prior to purchase,  as is covered by the FTC Pre-Sale Availability Rule (16 C.F.R. Part 702), which would have allowed me to make an informed decision. The fact that TAIS’s most recent response states, “The warranty entitlements are stated on that specific document once our customer unboxes the unit”, highlights this point, and I believe demonstrates from TAIS an omission that they have failed to make the consumer (in this case myself) aware of the coverage details prior to purchase.

Furthermore, TAIS’s statement “Our customers should be aware about their warranty coverage as a consumer’s obligation” is irrelevant, as TAIS have already admitted themselves earlier in their response that they failed to provide warranty information prior to purchase. This in turn means that TAIS failed in their federal obligations by not informing me before purchase that their warranty did not provide international warranty coverage. Secondly TAIS also therefore failed to allow me to compare warranty coverage with other similar products from other manufacturers, which may have provided the cover I expected, another manufacturer obligation that is expected under The Magnuson-Moss Act. Thirdly on this point, The Magnuson-Moss Act does not require any obligations on the consumer with regard to ensuring the warrantor (in this case TAIS) provides the consumer with the necessary information. As such, TAIS’s statement is not correct, as TAIS have already failed in making aware the warranty coverage at the point when it mattered, prior to purchase. I have stated previously that I asked about the warranty at the time of purchase, and was not provided with the information that TAIS now rely on, that my warranty did not cover internationally.

I have also stated previously that I do not believe that TAIS intends to provide international warranty coverage at all. During my phone conversations with TAIS their representatives attempted to pass blame onto me for failing to purchase international warranty coverage, something I continue to dispute as I was not made aware of this as an option. However, when looking at TAIS’s website (“***********************), which they have provided in their response, their Extended Plan which offers ‘Extends your access to 24x7 expert technical assistance from the Toshiba Global Support Centre’, then states in the warranty contract their it does not provide coverage outside the United States. As such I believe that their supposed international coverage option is deceptive and against federal law, the full argument for which I outlined previously in my letter to TAIS on 3rd June 2015, and which was attached in my previous rebuttal to TAIS.

Finally, TAIS continue to impose conditions on me, the consumer, with regards to ensuring a satisfactory outcome to this case. TAIS have already stated in my phone conversations with them that the faulty product is a model that can be repaired in the United Kingdom, yet they continue to impose conditions that I return it to the United States at great expense and inconvenience to myself. I believe that my current expectation of a full refund to be entirely reasonable, given TAIS's failure to take my case seriously, most notably by failing to respond until I made my complaint through the BBB. In my original letter on 3rd June 2015, I outlined a number of expectations that I felt were entirely reasonable. By ignoring these suggestions I now have lost confidence in TAIS, and so believe that a full refund to be a satisactory outcome. I have been without a functioning computer since May 2015, and TAIS continue to delay and fail in their obligations to act within a reasonable timeframe.  Until TAIS acknowledge their failings under The Magnuson-Moss Act, as they have somewhat in their most recent response, then I will continue to be dissatisfied by their stance that I must burden unreasonable duties to secure remedy to my dispute.  I refuse to accept the case to be closed until such grievences are rectified by TAIS.

Regards,

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



8/13/2015 Problems with Product/Service
8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Problems from day-one with new Toshiba Satellite Radius laptop. I kept getting a black screen that would pop up while using the laptop. I called tech service and after some remote testing, I was told it's a software problem which will cost $90 for advanced software tech support and I paid the $90. After SIX days (7/2/15-7/7/15), MANY hours of remote access, and dealing with EIGHT different techs, the problem was still happening. On the sixth day (7/7/15) I was told it's a hardware problem and I'd have to send laptop in for repair, that I will receive an email to authorize the return, a shipping label, and packing box (as a "favor" to me) -- none of which I have received and today is 8/1/15. On 7/9/15 I called for a refund of the $90 for advanced "software" tech support that I was told was the problem from the beginning which turned out to be a "hardware" problem six days later. I was told a Refund Specialist would call me within 3-5 business days. As of 7/20/15, no one contacted me. I called on 7/20/15 and was told the refund would be "released" later that afternoon. As of today, 8/1/15, no refund has been credited. Since I had such a frustrating and unacceptable experience with the laptop, tech support, and customer service, I returned the laptop, and filed a dispute with my credit card provider regarding the $90 refund but I still have not received it. Extremely poor and unacceptable customer service.

Desired Settlement: Refund of $90

Business Response:

A Toshiba America Information Systems (TAIS) representative
has reviewed our customer complaint. After doing a research TAIS found out that
our customer has been contacted by our refund specialist and they apologized
for the inconvenience our customer has experienced. TAIS has informed our
customer that the refund request was already processed and they advised that it
might not show on their account immediately. Our customer agreed and understood
that. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I was first told on 7/20/15 that a refund would be "released" that afternoon; no refund as of 8/11/15. I was contacted on 8/7/15 that I will receive a refund.  I am waiting for refund.  If I do not receive it by next billing cycle, I will file a follow-up complaint.

 

Regards,

***** *****

8/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a Toshiba Chromebook on 11/23/14. The warranty covers 'defects in materials and workmanship under normal use' for 1 year. On 7/6/15 the screen started to fail. I contacted Customer Support at ###-###-####, was given case ******** ******* and asked to email pictures of the screen. I was told to expect a call within 48 hours. I never received a call. I sent a follow-up email, but did not receive a response. On 7/9/15 I placed another call and was told to 'kindly wait'. On 7/10/15 the screen was worse, so I called again. I spoke with *****, who advised that the original case was closed because it was not assigned to a Case Manager within 48 hours. He opened case ******** ******* and told me that if a Case Manager was not assigned by that Monday, he would call me. I did not receive a call. On 7/15/15 I called a 4th time. I spoke with ******* who told me he sent a note to the Resolution Team. I asked if I should resend pictures because the originals were sent under to first case #. I did so and sent two additional pictures showing the further screen deterioration. On 7/17/15 I received a call and was advised that the screen is not covered under warranty because it must be a case of misuse, abuse, or an Act of God. I advised it had been none of those things. We had not dropped, damaged, or misused the laptop; nor had there been a power surge or other Act of God. I was transferred to manager *******, who repeated the same lines. After several requests, ******* provided the address only for the corporate office. I looked up the phone # and spoke with ****** at Corporate Escalations. ****** sent me an email stating in part 'the problem on the laptop is not covered because it was considered physical damage...the damage is internally so that is why it is not showing any signs of damage on the external part...and let me also inform you that we dont have information for the arbitration procedure and we also dont have any contact phone number to our legal department. ****** *.'

Desired Settlement: I would like either repair or replacement of my Chromebook at no charge. ****** advised that even if I wasn't aware I damaged the unit, I must have inadvertently put it down too hard, closed the lid too hard, or put too much pressure on the top with my thumb when carrying it. Carrying a laptop from one place to another should be considered normal use. I asked ****** to please state for me where in the warranty screen damage is excluded. He said it's policy, not stated in the warranty.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted by one of our corporate representatives and was informed that the issue of the computer is out of scope due to physical damage, which means it is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services 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.

[As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage'.  I did not cause damage to the unit.  The standard warranty reads;  "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.'

'Service of Product on which the TOSHIBA label or logo, rating label or serial number have been defaced or removed.'
'Preventive maintenance, cosmetic damage or wear and tear (e.g. scratches, dents, or scratched, faded or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trim.'
'Software support, fixes or replacement.  Software, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boot-up and available at laptops.toshiba.com/eula.  Unless otherwise stated in writing, non-Toshiba software is provided on an 'as is' basis by Toshiba.  However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties.'
That is the extent of the verbiage under the warranty section regarding exclusions.  No where in this section does it state that internal screen damage is not covered.  Neither my husband nor I misused, abused or otherwise mistreated the laptop.  We did not suffer a lightening strike, power surge or other act of God.  The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear.  The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table.  We certainly did no such thing with any knowledge.  We have handled this unit in a way that a reasonable person would consider normal use.  Simply moving it from one location to another.  Toshiba stated that it's policy that all screen damage is denied.  This policy does not match with the printed warranty.  This damage occurred during the valid warranty period under normal use.  It should be covered under the warranty.  It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault.  Parts fail.  For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later.  If Toshiba's contention is that this is not possible, then they should update their warranty accordingly.  The warranty we received with this unit does not exclude internal screen damage that occurs during normal use.    
  ]

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer has been contacted by one of our corporate
representatives and was informed that the issue of the computer is out of scope
due to physical damage, which means it is not covered by the Standard Limited
Warranty of the unit. The LCD display screens on notebook computers are made of
two thin layers of glass with dark liquid crystal material in between. The glass is
covered on the outside by a layer of plastic. Our customers often feel that
there cannot be a broken LCD display because they cannot feel the break.
However, cracks in the glass usually cannot be felt because the plastic
covering rarely breaks or fractures. Lines or pattern might appear on the
screen and also Black “spots”. This can be liquid crystal spilling out of a
crack as evidence by the black mark showing on the screen of our customer’s
computer. Our customer can contact
Toshiba Repair Services at ###-###-####. At this time we consider this
matter closed.

Consumer Response: Better Business Bureau:

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

[Toshiba keeps providing the same response seemingly without reading their own Standard Limited Warranty.  I provided a quote of the text of the warranty exclusions in my prior rebuttal.  Nowhere does it exclude physical damage purely on the basis that it is physical damage.  Nor does it expressly exclude damage to the interior of the LCD screen.  Damage is excluded when caused by misuse, abuse, Acts of God and the like.  The damage to the unit happened spontaneously.  It was not caused by any of the exclusions named in the warranty text.  It happened under normal use, which is what the warranty covers.  I would like Toshiba to expressly quote the section of the warranty that is being used as the basis for the denial.  If they cannot do so and the coverage is being excluded based on policy rather than per the written terms of the warranty, this is wrong and I will continue to voice my concerns to consumer and advocacy groups.  While I'm sure many incidents of screen damage are caused by an incident expressly excluded in the warranty, that is not the case in this situation and I expect it wasn't the case in many previous claims for other customers that Toshiba also denied.)

Regards,

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



8/8/2015 Problems with Product/Service
8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, My husband purchased a brand new toshiba computer for me during the winter months. Since I purchased the computer from day one I have had issues with it. My computer connects to the internet, and then disconnects within five minutes. I continue to lose signal and I am not able to stay online. In addition, the sound quality is very poor. You can barely hear anything at maximum volume. I have contacted toshiba customer support several times. I contacted them WHILE IT WAS UNDER WARRANTY and they kept stringing me along on the phone, telling me that it was my internet provider. We have a kindle fire, and a samsung galaxy that do not lose internet connection. **** ****** my internet provider has also been to my home, they said that it is not a problem with the internet connection. However they even went out of their way to replace my modem with a DUAL modem so I now have not one but two internet connections available to me. Toshiba has directly connected to my computer to see if they could solve the issue. Toshiba had me send my computer back to them only to send it back to me in the same non functional condition. We spent over $300..00 dollars on this computer, and I have yet to be able to use it for more than two minutes because I continually lose internet connection. It simply refuses to stay connected any longer than five minutes.

Desired Settlement: I would really prefer to have an exchange of product, I feel Toshiba needs to send me a replacement as it is clear they are unable to fix my computer. I am really upset that it has taken over six months back and forth with them, and I have yet to have a desired result. I will not be purchasing anymore products from toshiba. Their customer service is rude, and I simply do not want to deal with them anymore. I am very sick with a life threatening illness, and I don't have time to stay on the phone with toshiba for days on end. I would just like them to do the right thing and replace my unit. I don't want to send it back for them to "fix" it again. I want a new device. I sent it back and have proven that I have not damaged the device in any way. I have done everything they have told me to do so that I could get a desirable result and nothing has worked. Please help me!

Business Response:

A Toshiba America Information Systems (TAIS)
representative has reviewed our customer complaint. After doing a research TAIS
found out that our customer has been contacted by one of our corporate
representatives and has advised that they can send that unit back to our depot
repair facility for rework. Our representative has informed our customer about
the warranty coverage of the unit. In accordance to the Standard Limited
Warranty of the unit replacement is not the option. Another repair authorization
was created that our customer can complete it online and our customer will
received a box that they can use to send the unit going back to our depot
repair facility under repair order number ***********. At this time we consider
this matter closed.

7/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a TOSHIBA Laptop from ***** on **** ***** ** in March 2015, and have had problem after problem with this laptop Repair Order Summary Repair Order Number: *********** Computer Model: Satellite ********* Model Part Number: ************* Serial Number: ********* I have tried time and time again to get this computer repaired and it has been broken more than it was worked since I bought the computer.

Desired Settlement: This Laptop is not working and I want to buy another brand because I do not feel that Toshiba provides good quality products any longer

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. The Standard Limited Warranty of the product entitles our customer to hardware repairs in the event that there are issues with the product within duration of a year. Toshiba has recently completed a repair of the product for our customer and as per checking our records we have already shipped out the customer's unit back to him last 06/26/15 under ***** tracking number ************ and it shows that the unit is estimated to be delivered on June 30, 2015 at 8:00pm. 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.

Team,

I   received  back a broken  laptop it is also  missing  parts.  This is problem  number  four with this $900.00 laptop.  Please help me.

******  ******  
###-###-####  



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer
complaint. After doing a research TAIS found out that our customer was able to
speak with one of our case managers and was informed that his case will be
forwarded to our Order Desk Department for replacement. Our customer will
receive a call within 1-2 business days from one of the representatives to
discuss the process of the replacement. At this time we consider this matter
closed.

7/29/2015 Billing/Collection Issues
7/28/2015 Problems with Product/Service
7/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We recently purchased two Toshiba Satellite Laptops. Both laptops have broken hinges. Apparently, this was a known issue on previous laptops but has been reported to have been resolved on the current model of Toshiba laptop. Clearly, this is not the case. I have previously sent a letter to Toshiba's corporate office and have received no response.

Desired Settlement: I desire that the laptops be either repaired or replaced to ensure that the problem will no longer occur.

Business Response: A Toshiba America Information Systems (TAIS) representative has been in contact with our
customer. TAIS has apologized for the inconvenience our customer has
experienced. TAIS has informed our customer that we can process a repair for
his both computer under the Standard Limited Warranty of the unit. TAIS processed
a repair and advised our customer that he will received a box that he can use
to send his computer to our Toshiba Engineers facility. Our customer agreed to
that. Advised our customer if he has any questions or concern they may contact
us at 949-461-4321. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

7/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My laptop I purchased had major issues which should be covered by warranty. The computer was sent in 3 times with the same problem. In the fall I started having issues with my laptop and the keyboard. Some of the keys on the keyboard were not typing. The laptop was under warranty so I called Toshiba about sending it in. I sent it in the first time and they concluded that there was no damage caused by me so they repaired it and shipped it back. I had to pay for the shipping the first time. I got the laptop back and it worked really good for a few weeks then the some of the keys stopped typing again. I called them back and arranged for it to be sent in the 2nd time. They mailed me a box and I sent it back in. I received the laptop back and like the first time it worked fine for a few more weeks and then keys stopped typing again. I called Toshiba complaining about the same problem. I explained to them that I have had the same problem for the third time and obviously they couldn't fix it. I talked to the case manager at that time and requested a replacement. She said they would try to fix it one last time and this time they would send it to California to their engineers to fixed. She also said if the problem happened again that the next step would be to replace it. Well I got the laptop back and its been working great for months. However over the weekend the keys stopped working for the fourth time. I've called Toshiba and talked to them and they insist on trying to repair it again. I have to pay for shipping though again unlike the second and third time. I feel if they couldn't fix it the first three times then they can't do it the fourth time. Every time I send it in, I spend a lot of time without a computer. I'm in college so a good computer is almost a necessity. In addition to that every time the keys stop working I have to mess with talking to Toshiba. When I call I normally have to tell all my information to the person and let them know my problem and then they end up transferring me 2 or 3 times. On top of that I normally have to call back at 1 or 2 more times because they forget to do something. A lot of times they have forgotten to send out an email congaing information on shipping. I'm very displeased with the service of Toshiba and their product they won't stand behind and replace.

Desired Settlement: I believe Toshiba is not capable of fixing the problem. The problem has happened 4 times. Three of those times the laptop was shipped to Toshiba to repair. Toshiba fixes the problem just to make it go away temporarily. I think the laptop should be replaced with one of equal value.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the warranty of the unit was already expired last 04/01/2015. The last repair of the unit was done last Jan. of 2015 and delivered to our customer repaired Wed 1/07/2015 12:42 pm under FedEx tracking number 772471944933. The issue of the unit occurred outside of the Standard Limited warranty, however our customer was able to speak to one of our case managers and they provided a onetime courtesy repair for the computer even it’s already out of warranty. Currently TAIS are waiting for the unit to be sent in to our Toshiba Engineer’s facility for them to check the unit and have it repaired and the repair order created last 6/23/2015. 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 don't believe they have solved the problem. They said the issue occurred outside of the warrant time line. Well you know, the FOURTH time it did. If they had fixed it right the first time I sent it in, or maybe the second time, or even the third it might of not been such a mess. Their case manager did agree on letting me pay to ship it back to them so they could jack around with it a fourth time and do the same things they've been doing to try to fix the problem, which did I mention wasn't fixed the three previous times. The computer has been sent to the Toshiba engineer's facility the last time I sent it in. Then I spent weeks without a computer. The only thing the engineer facility did was make the problem go away until the warranty was outdated. They did not fix it right or the same problem would have not occur. It seems as if there is something wrong with this line of computers. For them to fix it three times and then the problem still continues, that's strange. Furthermore, the Toshiba cutomer service and assistance has been horrible. I've talked to many of their employees that were just rude as can be. I asked one person to transfer me to customer service instead of the warranty service and he informed me he couldn't give out that number. The BBB was the only way to actually make a complaint. I have had the most awful time with Toshiba and will never buy another one of their products that they don't stand behind and replace once they fail to repair it in a reasonable time!!! I will also inform other people of the bad service I've experienced with Toshiba and tell them to buy a Dell or HP or Gateway.]

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that when the computer was delivered to our customer last Wed of 1/07/2015 12:42 pm under FedEx tracking number ************ the unit was still in warranty and Toshiba didn't receive any update or call from our customer after the repair. The standard limited warranty of the unit already expired last 04/01/2015 and the issue occurred after few months when the last repair was done and after the warranty expired, however our customer was able to speak to one of our case managers and they provided a onetime courtesy repair for the computer even it’s already out of warranty. TAIS is still waiting for the unit to be sent in to our Toshiba Engineer’s facility for them to check the unit and have it repaired with the repair order created last 6/23/2015. At this time we consider this matter closed.

7/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba laptop late may 2014 serial # *********, the laptop has 1 year warranty on it from Toshiba, 8 month later I start having touch pad mouse freezing and then disappearing, I tried to correcting the problem by downloading the driver from the internet listing on there website but apparently it doesn't work, I contacted tech support and they were really helpful, in fact one time they connect my laptop to there remotely but they couldn't fix the problem then they asked me to ship the laptop on my own expenses for fixing it, When i received it it worked a week or so then the problem came again, I sent it to them upon there request 3 times more on there own expenses but the problem comes again every time they fix it, according to them they replace the mouse the first time and all so the last times they replaced the hard drive and the mouse and the problem keeps coming again, on the 8th of June 2015 I contacted them requesting to replace the laptop but they refused and they said it is out of warranty. The problem started 4 month ago before the 1 year warranty expired and four times they did not able to fix it.l am looking for permanent solution for the problem The laptop do not have recovery CD with it and the system will not recover the touch pad mouse.thank you very muchtouch pad mouse.thank you very much

Desired Settlement: Since they are not able to fix this laptop I would like Toshiba to replace the lap or refund my money plus $30.00 I had to pay for shipping

Consumer Response: The are four pictures showing the date when Toshiba sand the laptop to me back to me but we need to tack in consideration that the problem started back in December of 2014  

Business Response:

A Toshiba America information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department to have his computer replaced. TAIS has advised our customer that one of the representatives from order desk will call him within 1-2 business days to discuss about the process of the replacement. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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



Regards,

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

Toshiba did not give any information about the replacement laptop nor give any specification what kind of laptop it is I like Toshiba to send me all the information about the replacement in writing thanks  

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of the representatives from our Order Desk department has been contacted our customer and has informed about the porcess of the replacement. Our representative already send the specification of the replacement 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.

Hi  sir Toshiba did send the specification of the laptop but they did not say when and how I am going to received it nor have any information to get in touch with them . simply I did not get no replacement yet please keep the case open until they send the laptop  thank you very much

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the specification of the replacement was sent to our customer’s email. Our customer responded to the email and agreed to the specification of the replacement unit. At this time we consider this matter closed.

7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a business grade Tecra laptop with an extended warranty that has not functioned properly. After attempts to fix by warranty dealer,was returned to me still not working properly. On 2 occasions, the agents referred to my product as a TV instead of a laptop. Requested full refund, which was granted only to have Toshiba call and rescind 100% refund to a prorated refund due to the 6 months I have had the laptop. I have NOT had the laptop 6 months! Custom order placed on Feb. 24, 2015 Received approximately March 15, 2015, The laptop never functioned properly based on specs and as reviewed by our IT department. Had purchased 3 year on-site warranty. Contacted for repair on June 15, 2015. Was told to take to one of 2 local dealers in Louisville, KY -- one was out of business. The other, Uptech Computer, submitted repair form to Toshiba, it was denied. Called Toshiba as to why repair denied (no reason) and next step? Was told I would be given new repair location within 2 hours, never received a call back. Called again, and was connected to extended on-site warranty company -- they set up an appointment for a tech to come to our location -- 3 days later. The tech never showed up and did not call. Next day, took laptop to warranty company local tech, who with warranty company IT could not fix, and they called Toshiba repair for help. No resolve, returned laptop to me, with instruction to return when they had information from Toshiba for repair. Want full 100% refund as paid for high quality laptop and have spent hours trying to resolve with terrible customer service.

Desired Settlement: Want full 100% refund as paid for high quality laptop and have spent days trying to resolve with terrible customer service and laptop in same condition. Thank you

Business Response: A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. Our representative has given the customer an option of either getting the pro-rated refund or a replacement which is a much better model. Customer asked for the details of the replacement unit that is being offered and will make a decsion thereafter. At this time we consider this matter closed.

7/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased aToshiba 50" TV on line last January2014. It quit working in Arpil 2015. I callled their repair line and was told they would repair it one time at no charge. They told me parts were on back order and I agreed to wait. They sent a repairman over and he replaced the main board. This did not fix the TV. He said it must be the led panel and called the company that contracted him to come out. They said they would order the panel and already had 84 on order. It was taking over two months to get any and the last two they received did not work when they got them. I called there service line back and told them they should replace my TV. They asked why. I told them that if there were 84 on back order from the company servicing my immediate area, then there must be thousands on order for the entire country. This indicated to me that this TV's were defective as sold and should have been recalled when they determined the magnitude of the quality problem. Not to mention that after waiting two to six months the repair part has a good chance of being defective also or going bad in the next six months. This would leave me no recourse at that time. They refused to talk about replacing the television and referenced me to the Irvine CA address. I called the CA location and left a detailed message. No one has returned my call.

Desired Settlement: I want a same size replacement TV.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s unit was already out of warranty since last 01/01/2015. However, TAIS has provided a onetime repair for the unit and our customer was advised that the repair might take a couple of month especially if the part to be replaced is LCD panel. According to our customer he is willing to wait even if it takes a couple of month as long as it's free. TAIS has processed the repair order and as of now the part that is needed to be replaced is in backorder (LCD PANEL) and the estimated delivery would be on 06/04/2015. 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,

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

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 been waiting for a part to fix my defective TV. On my original complaint, ( ID******** 5/9/15 ) I was told the repair part would be available 6/28. Parts are not available or even close. Newest toshiba case # ***************. Please replace this TV that should have been part of a recall. There are thousands waiting for parts.

Replacement

per my original complaint ID******** of 5/9. You told me the part to repair my TV would be available 6/28. There are no parts available and I don't even have another guess. Newest case # *************** 6/29/15. How about replacing the TV instead of playing these games?

Regards,

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


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s unit was already out of warranty since last 01/01/2015. However, TAIS has provided a onetime repair for the unit and our customer was advised that the repair might take a couple of month especially if the part to be replaced is a LCD panel. According to our customer he is willing to wait even if it takes a couple of month as long as it's free. TAIS has processed the repair order and as of now the part that is needed to be replaced is in backorder (LCD PANEL). Toshiba provided a onetime courtesy repair without any cost to our customer even the unit’s warranty already expired. If our customer cannot wait for the parts to arrive for the T.V to be fixed Toshiba can cancel the repair order and he can go to any local repair facility and shoulder the repair cost. 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 already waited a couple of months, so I don't want it to sound like I have not tried to work with your people.
How long will I wait? Three, six, ten months? What happened to the parts due 6/28? Why is there no new promise date? How long is acceptable in your mind? Why can't you stand behind your promise? How about you give me a date in the near future and if you don't make it happen, you stand behind your product and replace it? How about you act like customer satisfaction means something and quit trying to make it sound like it's my fault and I produced the poor quality product.

Regards,

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


 

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Our customer was advised before our representative processed the one-time repair that it might take a couple of months because that would be based on the availability of the parts especially if the part to be replaced is a LCD panel. After doing a research our customer was able to speak with one of our case managers and he was informed that the Estimated Time of Arrival (ETA) of the parts would be on 07/22/2015 and once the part is delivered he will received a call from our onsite technicians. Toshiba provided a one-time courtesy repair without any cost to our customer even the unit’s warranty already expired. If our customer cannot wait for the parts to arrive for the T.V to be fixed Toshiba can cancel the repair order and he can go to any local repair facility and shoulder the repair cost. At this time we consider this matter closed.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Keyboard is double typing letters. I have sent the computer in 3 times to have it fix. Each time they send it back unresolved. Should replace. After giving Toshiba 3 chances to fix the problem I should receive a new product or a refund. I should have received a new product the first time I sent it in for repair and they failed to do their jobs. Now, it has been three times and clearly they have provided me with a faulty product and horrible customer service. I would like a refund for the cost of the device.

Desired Settlement: At the very least I should receive a new replacement product. However, I have lost my faith in the company and would prefer a refund for the price of the product.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was offered to send the computer back to our Toshiba engineers for rework in accordance to the standard limited warranty of the unit and discuss the possible replacement if our Engineer’s found out that the unit is unrepairable. Currently the shipping label already sent to our customer that she can use sending back the unit to our Toshiba Engineers facility. At this time we consider this matter closed.                                                                                                                                                         

Consumer Response: Better Business Bureau:

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

[The response is not satisfactory because, this will be the fourth time I will have sent the device into Toshiba to have it repaired.  It is appropriate to have sent the device in once maybe twice, but four times is inappropriate and illustrate poor customer service and no customer loyalty.  The Toshiba will state that the first two times, the device was not sent in for repair just for reformatting.  However, if the recording of the customer service conversations is retrieved a listener will hear that I (the customer) was told the computer was being sent in for repair.  False representation by the company demonstrates significant poor business practices; hence, the the BBB complaint.  The continued fight I am having to put up again reiterates the abominable customer service, business practices, and customer loyalty from Toshiba. ]

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) has reviewed our customer complaint. After doing a research TAIS has informed our customer that we need to send back the computer to our Toshiba Engineer’s for a rework and also for them to find out if the unit is unrepairable so they can discuss for possible replacement of the computer. TAIS has provided the shipping label to our customer that she can use sending the unit to our facility without any cost. Our Engineers are just waiting for the unit to send in by our customer. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

Horrible customer service, horrible company, I have nothing but ill will for the products and ALL the people who work there.

Regards,

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



7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have two toshiba laptops both with 3 year accidental damage warranty. The 1st machine failed after a few months. Toshiba had to replace the system board multiple times since the sent the customer technician defective parts. They finally fixed the machine and sent me a letter canceling the warranty. My second laptop arrived defective. They fixed it. After less than a year the system board and display failed. I opened a problem report to get the machine fixed onsite. The customer technician did not call to setup an appointment until we escalated. The technician called and scheduled an appointment for today (Saturday) at 10am. He did not show up. We called toshiba who told us they do not provide Saturday service and blamed us for not having setup an appointment to have the machine repaired. We escalated to a supervisor who did not help.

Desired Settlement: Repair the laptop without canceling our warranty and reinstate the warranty on our other laptop.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted by one of our case manager representatives. They have advised our customer that they already called the onsite team and did a follow up for the repair. Our representative has informed our customer that currently we are just waiting for the availability of the technician that who will service and fix the unit in their location. TAIS has apologized for the inconvenience and all the delays our customer has experienced. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am waiting for the technician to be scheduled, ensure the system is repaired and Toshiba does not cancel the warranty after completing the repair.  In addition, this response does not address the other part of my complaint around their having cancelled my warranty on my other Toshiba laptop after they repaired it the 1st time. I had asked that Toshiba reinstate the warranty on this system

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS found out that the unit was repaired and the repair service was completed last 4/28/2015 and the parts of the unit that is not in good condition were already replaced. 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 did not address my concern about their having cancelled the warranty after repairing my other toshiba laptop.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS informed our customer that we’re currently working on his case and we’re still coordinating to the 3rd party vendor (**********) regarding on his Extended Service Plans that were cancelled. If our customer has any questions or concerns they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

The toshiba rep told me they have called their subcontractor multiple times but have kept being transferred to the general number. They have not yet resolved the open item. I told the toshiba rep that I am waiting for toshiba to resolve the open item and I will then consider the matter closed. The toshiba rep said they did not expect me to accept the matter closed until they had resolved the open item.


Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS coordinated to the 3rd party vendor of the warranty which is (Service Net) regarding to the Extended Service Plan (ESP) of our customer’s computer. According to them once the repair cost is equal or has exceeded the unit price, the contract of the warranty is fulfilled and the (ESP) is automatically cancelled. Our customer can contact them directly for more details 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 

This is not an acceptable response. Toshiba's warranty is worthless, the machine was defective and needed a new motherboard. Canceling the warranty after fixing a defective machine is not acceptable.

Regards,

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



7/13/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Over 1 month ago (5/11/15) I sent back my Toshiba laptop that stopped working while still under it's warranty. Toshiba insisted that I pay to have it shipped to their repair center. Now over 30 days later they are holding my laptop saying they are waiting for a part. I have made 6 calls to the repair center and 5 calls to the executive offices and no one has had the courtesy to return my call. As of today the repair status stills says they are waiting for a part. My repair order # is TC-********. The serial number is *********. I have wasted countless hours trying to find out the status and what is being done to repair my laptop. Calls to their Corp offices at ###-###-#### are answered by an operator who can only put you into voicemail to leave your complaint. This organization without a doubt has no respect for their customers and I guess just hopes they will give up.

Desired Settlement: At this point after waiting over 30 days with no response I would like to receive my money back so I can buy another brand laptop. I am hoping I will not have to deal with Toshiba ever again.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Our customer has spoken with one of our corporate representatives and our customer has been advised that the unit will be sent back to our customer. Based on our records the computer has been repaired by our depot repair facility and was delivered last Thur 6/18/2015 11:57 am under ***** tracking no. ************. 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 held my laptop for over 1 month with no response to numerous requests for status. While Toshiba admits unit was under warranty they had me pay to ship the unit back for repair (had to pay almost $25 for shipping and insurance).  To date, no explanation has been made why I had to go over 1 month without my laptop, why I have not been reimbursed for the shipping charges, and why my warranty has not been extended for at least 1 month while not in use. Toshiba did not even make an effort to repair my unit or get back to me until I filed my complaint with the BBB. There initial excuse (made the day after I filed my BBB complaint) was that the part needed to repair my unit was on back order yet somehow my  laptop was repaired and shipped out the very next day. Toshiba treats their customers very poorly and should not be allowed to get away with their total disregard and disrespect to their customers.

Regards,

**** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research in accordance to the standard limited warranty of the unit any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU (Customer Replaceable Parts Service) to the service center or provider. Our customers are responsible for appropriately packaging the Product. The unit arrived in our depot repair facility last 05/19/2015 and the parts that were needed to be replace was in backorder and the unit was on-hold in our repair facility. Our customer was able to speak with one of our corporate representatives and been advised that the unit will be sent back to our customer. Based on our records the unit has been repaired and was delivered last Thur. 6/18/2015 11:57 am under ***** tracking no. ************. 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.

Unfortunately Toshiba ignores all customers concerns and requests. Just like with me they have refused to address any of the issues with BBB either. For one month they ignored my numerous calls asking for a supervisor to call me back (7 calls). Not until I filed a complaint with the BBB did they take action repairing and shipping my unit back - 38 days after I sent it in. None of the items I inquired about have been responded to so I will list them again:

Reimbursement for shipping costs to have unit repaired under warranty ($23.00)
Extension of warranty for time without computer 38 days
Some offer of compensation for going without my laptop for 38 days without the courtesy of an explanation.
It appears Toshiba only responses to complaints in social media  - while I was trying to avoid going that route - I will if no resolved.
Very disappointed in how Toshiba treats their customers.   

Regards,

**** ******



7/13/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new Toshiba laptop from a retailer on November 26 2014 and it has a 1 year warranty against defects. I began having an issue with one of the hinges being hard to open which in turn started to make the computer itself separate near the hinge. I called the warranty section of Toshiba and clearly told them of the issues I was having and I was told that it would be covered under my warranty and I should send it to their warranty depot in ********* ******* at my own cost for shipping. It arrived and sat for almost 2 weeks and than I received a call that the hinge would not be covered and that they would only cover the separation of the computer case. Once they had my computer I had to pay the $50.00 or they would not finish the repair. I need my computer for my bills so I paid the money even though it is still under warranty.

Desired Settlement: I don't feel that I should have been charged for the repair since it was under my warranty period and also was told before I shipped it that it was cavered.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer's unit considered as physical damage after the diagnosis of our technicians and in accordance to the standard limited warranty of the unit any physical or accidental damaged is not covered. Our customer can contact Toshiba Repair Services 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 damage to the hinge was not caused by me the customer rather it was caused from the fact that the hinge was tight from the onset and it caused the hinge to break. The computer was only opened and closed as any computer laptop should be. There was not a spec of damage that was caused by misuse rather only from a faulty hinge.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Based on the diagnosis of our depot repair facility the physical flaw that was found on the computer was due to a third degree physical damage on the hinge of the laptop. The Standard Limited Warranty does not cover any sort of damage may it be physical or accidental. The customer may call Toshiba Repair Services for a repair on the laptop 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.

As stated before the damage was caused by a faulty hinge and before I had sent in the laptop for repair I was told that the hinge was covered under the warranty. The hinge broke under normal use and never was it abused.

Regards,

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



7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: dekivery of tosiba tv without user guide Delivered tosiba ws a no guideuser

Desired Settlement: User guid was never came with tv.no respose

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research Toshiba followed the (Paperless Campaign) for the economical purposes. Our customer can logon to our website at *********************** and just enter the serial number of the TV for them to check the manual & specifications of the unit or they can contact our Toshiba Visual Product Services and Support at ###-###-####. At this time we consider this matter closed.

7/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had an issue with the device since I received it. I called for technical assistance and was told that I would need to pay to have the issue fixed. I have had the device for about a month and I refuse to pay to fix something that came to me broken. I asked to return the device as it came to me in this condition and I need the device for school. Every representative that I spoke to was of no assistance and refused to listen to what I had to say. They kept saying that I need to do trouble shooting on the device which I already tried as I did a complete factory reset and it did not fix the problem. The way I have been treated is absolutely unacceptable. When I asked for corporate information so that I could contact them further the representatives refused to give me the information I asked for.

Desired Settlement: I want to return the device and receive a full and complete refund. I need the device for school and this is setting me back in my studies. I need to receive a refund so that I can purchase a device that actually works.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was offered Premium Support Bundle (PSB) by ***** which is a Software department and explained to the customer that the issue of the computer is a Software related issue that is not part of the Standard Limited Warranty (SLW). If our customer is willing to avail the support from ***** they may contact ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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


The company did not offer me any such services. When I spoke with the company they advised that I could purchase telephone support that would try to diagnose the issue. The computer came to me with the issue and when I advised the company of this they said that the only support that could be offered to me free of charge was to do a complete system reboot to factory settings, which I did and the issue was not resolved. 
Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. The software department is tasked to provide support on any internet connectivity issues since this is related to configuration settings on the computer that only our software technicians will be able to fix over the phone. Their expertise requires a fee based support. TAIS recommends our customer calls the tech support hotline to seek assistance on the issue at hand. If our customer is willing to avail the support from ***** department they may 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.

I would not mind paying for the support, had I broke or been the cause of the issue at hand. The product came to me with this issue and I will not pay for someone to fix it, especially the company that sold it to me, when it came this way. How can you sell a product with a defect and then expect the purchaser to pay you to fix it? Sounds like a scam to me.

Regards,

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



7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba Laptop from **** *** July 2014. I have always bought Toshiba I felt it was a good product but I will never by another one. I sent the laptop to Toshiba for repair because it is still under the one year manufacture warranty. The problem I was having is that the monitor was going in and out and the two of the three usb ports were not working. Once they got it in repair they said that the usb ports were not under warranty because it looked like someone pushed them to hard. I am the only one that uses my laptop and I have been using usb ports since they came out and I have never had a problem. If two of three of the usb ports are damaged that means it was poorly put together either way the unit is under the one year warranty and Toshiba ill not stand up to their obligations. They told me if I wanted it fixed it would cost me over $400 dollars to repair. They said the monitor was going out because there was a loose wire and they said that they fixed it. I can see a blemish inside on the monitor which tells me it is damaged from the inside and it could go out again. There are no scratches on the monitor but you can see the mark clear as day coming through the monitor. Product_Or_Service: Toshiba Laptop Repair Account_Number: ***********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want Toshiba to honor their warranty and repair the product that I purchased from them. I bought my last two laptops from Toshiba, my mothers laptop is Toshiba, my 2 sisters have Toshiba lap tops. i m astonished that they are not honoring there warranty.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. Based on our findings, our depot repair facility diagnosed the issue of the computer as physical damage which is not covered by the Standard Limited Warranty of the unit. Our customer can contact Toshiba Repair Services (TRS) 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 computer is under warranty, they sent me pictures that does not show the type of damage that is stated in their reason for neglecting their responsibility. I think it is a scam because I know that I did not put a usb port in the wrong way and damage the port like they said. It clearly this was a poorly made machine. Then to offer to repair the laptop for over 400 dollars when the whole machine cost less than 300 is appalling.   Toshiba needs to step up to the plate and fix the item that they warranted.   Do they not care about their customer?  This is something that the world needs to know, Toshiba will not honor there customers warranty's!!!!!!!

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the unit has been diagnosed by our technicians and they found out that the computer has physical damage which is not covered by the standard limited warranty of the unit. As stated in 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.

 

Service of Product on which the TOSHIBA label or logo, rating label or serial number have been

defaced or removed.

Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded

or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/

installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement

of covers, plastics, or appearance parts such as interior or exterior finishes or trim.

Our customer can contact Toshiba Repair Services to schedule a repair at ###-###-####. At this time we consider this matter closed.

7/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a notebook computer to companies service depot for warranty repairs, on of button did not work. I followed their instructions and paid for a service box that included shipment via ******. ***** lost the shipment. ***** paid me their limit of loss coverage $100. the company now only wants to give me a non-refundable credit of $79.99. this whole process was dragged on by Toshiba for almost a month and mostly consisted of me calling their off shore call center. they owe me by my calculations cost 179.99 tax 8.10 shipping 19.99 ****** box 29.95 total 238.03 ****** payment -100 due me 138.03

Desired Settlement: refund to me of $138.03

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak to one of our case managers and has offered a $100.00 check for refund due to the lost shipment. Our customer agreed and accepted the offer. TAIS has advised our customer that it will be process within 7-10 business days. 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,

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

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.

a notebook computer shipped to this firm for repair was lost in transit. I am asking for an additional $100 compensation for this company for the balance of my loss that was not reimbursed by *****. Toshiba assigned an incident number ***************. this was done on January 27th of this year. Since then I have called at least once a week to track the progress of this claim. two months ago I was told that a payment would be made in eight to ten days. yesterday I was told that the payment is in process and would be sent to me in four to eight weeks. previously, I reported this problem to your BBB # ******** which Toshiba ignored.

a refund of $100.

Regards,

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


7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I returned a defective hard drive to Toshiba. They issued a coupon through Acclaim that I have 90 days to use. I setup an account on Toshiba's site and saved items to my cart so that I could return later to use. The next time I tried I forgot my password and entered my email on the forgot password link. I never received a the email to reset my password. I contacted their support via chat and was asked to wait a few hours and to check my junk inbox, which I had already done. I waited until the next day and still had no email from Toshiba. I contacted support again and was told that their website was down. I waited a few days and tried to access the forgot password link again. I still had no success. I emailed support and was told to call customer service. I called and was told to use the coupon code and a different email address which did not work. I contacted support via chat again and was treated very rudely I was told to just follow the emailed instructions. I am unable to use my coupon code for a replacement external hard drive and am receiving no help from Toshiba. One representative told me they could have Acclaim to change the associated email, but they are not offering that option when I inquire about it.

Desired Settlement: I need to be reimbursed for the defective external hard drive. Toshiba needs to address the issue that reset password requests are not being emailed out or change the associated email address so that I can use the coupon or mail me a check for the amount in order for me to purchase a replacement.

Business Response:

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

Consumer Response: Better Business Bureau:

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

All they have to do is reference the acclaim coupon code or my email address to find my information.  They are not interested in resolving this matter.  Why offer a warranty on devices if they are not willing to make efforts to resolve issues with warranty replacements.

Regards,

****** *******-******



Consumer Response:

Hi ****,

I am forwarding an email that I received from Toshiba for the original warranty replacement.   Am I able to request this be attached to this to my rebuttal? Their reply was that they had no record of me being a customer. 

Thanks,
****** ************** 

 

-----Original Message-----

From: "Toshiba Acclaim Administrator" <*************************>
Sent: May 26, 2015 6:05 PM
To: *****************
Subject: TOSHIBA Acclaim Refund Coupon

 

Hello ****** ***************

Your defective 1TB B1 BLACK WITH NTI BUNEZ FOR ******* BF 2014 has been received, and a coupon for credit at ToshibaDirect.com has been issued in the amount of $93.46.

Your coupon code is: ********

You can redeem the full value of this coupon for any single purchase at****************************. Simply enter the coupon code, ********, and use this email address (*****************) at check-out.

Terms:

 

  • Coupon is valid for 90 days from date of issue
  • Coupon may be redeemed for up to its full value on any single order.
  • Once you redeem the coupon for any value, the coupon is expired.
  • This coupon is linked to your email address. To redeem it, you must use this email address, *****************, at check-out.

 

 

Instructions for redeeming your coupon:

 

  1. Go to ****************************
  2. Locate the product or products you wish to purchase
  3. Add the item(s) to the shopping cart
  4. Enter your coupon code (********) in the "Enter your coupon code:" field.
  5. Click the "Redeem" button to the right of the entry field.
  6. Enter your *email address exactly as displayed in this message (*****************)
  7. Click the "Redeem" button again
  8. Bellow the field where you entered the coupon code you should see a message saying "Entered Coupon: ******** - Accessory Return Credit". Once you see this message you have confirmed that the coupon code has been accepted.
  9. Click on the "Checkout" button at bottom of the page
  10. Enter your personal information (name, address, phone, *email, etc.)
  11. Only enter a password if you want to create an account and store your information.
  12. Click on the "Continue" button at the bottom of the page
  13. Choose your shipping method (ground, overnight, etc.)
  14. If the "Order Total" says $0.00, click the "Continue" button at the bottom of the page. If the "Order Total" indicates anything other than $0.00 enter another payment method to cover the difference (credit card, PayPal, etc.)
  15. After clicking the "Continue" button the next page will ask you to confirm your order. Please confirm billing and mailing addresses as well as product(s) you ordered.
  16. Once you verify everything is correct, click the "Place Order" button.
  17. The next and final page will give you the order and customer numbers. Please retain this information for your records as it will be required to track the order.
  18. If you have any questions about your order after it's been placed, please contact the Toshiba Direct customer service department at###-###-####.

 

 

* This coupon is linked to your email address. To redeem it, you must use this email address, *****************, at check-out. When entering the email address please ensure there are no spaces preceding or following the email address.

The TOSHIBA Acclaim team

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer needs to contact Toshibadirect.com for them to check their profile. Our customers can log on to Toshibadirect.com or they may be able to contact them at ###-###-####. At this time we consider this matter closed.

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Toshiba on 15 March 2015. During 45 minute call, they confirmed the battery was bad. They confirmed that battery would be replaced at my home that week. Agent sent me survey to confirm details. I completed survey and was contacted by *** to set up appointment. My son (laptop user) was home from College for the week, so he stayed home 18-20 March awaiting a call. *** was very responsive but could never get the battery and told me that Toshiba estimated a 24 March delivery. I called back to Toshiba on 27th and the person said he would check on status and would explain why battery would not be *****ed and would call next day (he did not). I called on 31 March and spoke to ******* who said that battery was cancelled, that she would research what could be done, and she would call me back 2 April (she did not). I called back 3 April and spoke to ******* who said the battery was ordered on 25 March and that she would have resolution by 6 April. This time she did call back but had no answer. 7 April was same answer. I called *** who said they had no record of battery being delivered (*** has been great to work with). In the meantime my son is stuck ***** a laptop with little battery life at college. He cannot use it for a full class without plugging in, so he now has a de facto desktop computer. Toshiba has not been helpful or forthcoming, nor have they been responsive. I feel like I've been lied to for most of the conversations. No one in the Toshiba center has authority to do anything, and they refuse to transfer me to a decision maker. At this point, Toshiba owes me something as they have wasted my and my son’s time. This is my fourth Toshiba laptop, and I have never had such a terrible experience with any of my other devices.

Desired Settlement: I want one of four things; the battery to be replaced by 22 April at my son's school and paid for by Toshiba; a full refund of my warranty so I can purchase something else; a replacement laptop; or full restitution for the 4 hours (at my hourly rate) for the time I've spent dealing with this plus fair compensation for my son's time spent sitting and waiting for a replacement (3 full days of spring break). I would prefer the repair to be done at my son's school, but I will accept any of the other options.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer unit has an Extended Service Plan (ESP) that adds up     to three additional years of warranty to the computer. The number of years that may be purchase depends upon the product. According to our customer the unit has a battery issue and they were advised to replace it. Our customer purchased the unit last Jul.2012 and the warranty will expired Jul.2016. In accordance to the warranty of the unit the battery still only receives the standard one year of warranty. Seeing as the customer has exceeded the standard warranty period they are now responsible for replacing the battery of the computer. Our customer can contact Toshiba Direct to purchase a new battery or they can visit their website at ********************* and they may 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.

When I first called Toshiba, I was advised NOT to purchase a replacement battery NOR to travel to a local repair site (I was willing to purchase a battery and/or travel locally). The agent told me on 15 March to complete a form sent to me via email to schedule an onsite visit from a Toshiba representative. I did so, my son waited at home while on Spring Break from college for three days, then when I called the repair people, they said that they couldn't get a battery and that Toshiba had cancelled it. When I called Toshiba back, the agent informed me that I was not eligible and that what I was told was wrong and that I should have been called but that they had no record of anyone calling me. When I pressed, the agent said they would get back to me (and did not). The next time I called back I was told the battery was ordered and should be available - it never has been available to me. These calls have continued, and no one has been able to provide a solution that either maintains the laptop as a laptop or avoids sending the laptop, which is used in college, away for two weeks or more. 

I am asking for what Toshiba promised me - a repaired laptop onsite so my son can continue his education unhindered, the whole reason we purchased a laptop. No one contacted me to tell me that Toshiba changed it's mind. I am okay, if Toshiba determines that they do not wish to repair the battery (as indicated in their response), that they compensate my son for three days of wasted time waiting for a repair person to show that Toshiba effectively cancelled. I too have wasted hours on the phone trying to get this resolved as I was promised in the beginning.
Will Toshiba not stand behind their own agents? Will Toshiba not take responsibility for poor customer service and/or lies told to me repeatedly (battery ordered, people will show up for repair, battery reordered)? I understand Toshiba's legalese response; I don't understand how Toshiba cannot stand behind what their call centers say, do, or ignore - they chose their call center partner for a reason, so they should stand behind their promises. Please keep your commitment. 

Regards,

***** *****



Business Response:

You are wA Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer for all the inconvenience we will provide a new replacement battery for his computer and this case will be forwarded to our order desk department for them to process our request. TAIS has advised our customer that let us know when he received the battery, (it will take 3-5bussiness days to be delivered) we will schedule a call to perform troubleshooting over the phone and assist him how to install the new battery to his computer. Our customer agreed to that arrangement. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this issue resolved. I appreciate the help in resolving the issue. 

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.

In order to get a response from Toshiba, I had to originally file with the BBB (Complaint ********) over a battery issue. Toshiba provided a reasonable response and sent me a new battery with instructions on how to replace the battery on my laptop. Their instructions were incomplete, and I tried contacting them via email on 25 MAy. I left voicemails with **** (their BBB respresentative) on 29 May, 2 June, and 5 June but have received no response. I agreed to close the complaint once I was able to satisfactorily install the battery. Because Toshiba has reverted to no responses, I am forced to open a new complaint to answer a simple question.

I want an explanation of the type of screw used to secure the laptop back to the laptop. It is not covered in the videos provided to remove the cover, and I cannot identify the type. Or, Toshiba may provide me with a screwdriver that removes the screw.

Regards,

***** *****


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted by one of our senior technical support representatives and started to assist our customer installing the new battery for the computer and explained the type of screws that they’re going to use. If the customer has any questions or concern they can contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

I've already had to open a complaint on this issue.  Once I closed it with the caveat that Toshiba follow through with answering my questions on battery installation, I stopped being able to reach anyone. No return calls after multiple messages, no return emails after attempts. Until I've installed the battery, I would prefer to keep the complaint open. 

Regards,

***** *****



Consumer Response: Toshiba is scheduled to call me this week. Once they call and validate that all is okay, I'll close the case. 

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Toshiba laptop has been an absolute nightmare since purchasing it in August 2014. In the nine months since purchase, there have been four significant hardware malfunctions, including two hard drive failures. Toshiba’s customer support center has only exacerbated my problems. When I pay $1,000 for a brand’s top-of-the-line model, I expect top-of-the-line support for such premature hardware malfunctions. When on the phone, I have had four representatives schedule a time to call me back for various reasons. Three of the four blew me off altogether while the final one returned my call 75 minutes late. Further, I can recall three specific instances when representatives gave me blatantly inaccurate information. The first supposedly submitted a service request for my laptop. After not receiving the service survey to start the process, I called back to discover that no such request had been made. On a different occasion, a representative said she had applied a “free box” to my service request as I shouldn’t have to pay their standard $30 shipping fee after it’s been serviced two previous times. That was untrue as I was prompted to enter my credit card credentials to start the process, and I wasted yet another hour on the phone remedying that. Finally, when my laptop malfunctioned the most recent time, I called and asked to speak to a case manager to request a refund for the defective product. The representative that I spoke to said that the case managers were in a meeting in their conference room, but that he would grab them after the meeting and have them call me back immediately. He assured me that I would receive that call within the next one or two hours. That call was just before 11PM eastern time (9PM Mountain Time where I live). After 1AM eastern time I called back, as no case manager returned my call as promised, only to be told that case managers are only in the office until 8PM eastern time. Not only did no one return my call, but the representative provided me with blatant misinformation, as they had already left for the day when I spoke with him. The first time my hard drive failed, the representative I spoke to asked me to take the computer to a local service center to get an opinion on the problem and to see if they could retrieve my files (which they couldn’t; I lost everything two weeks before the end of my final semester of graduate school). I paid out of pocket to receive a professional opinion that the battery, hard drive, and motherboard ALL needed to be replaced. I relayed that information over the phone and in the written notes I passed along to their service center. When I received the system back from the service center, their note to me said that they had replaced only the hard drive. Sure enough, within three hours of use, the new hard drive failed. Perhaps they should have heeded the professional opinion that I paid out of pocket for. All in all, I’m left with a currently defective computer that’s been into their depot repair facility three times already, a computer that has been defective more than it has been functional. Angered at their disregard for the professional opinion I received and the tens of hours I’ve spent on the phone with them, I called Toshiba and requested a refund as the product is clearly defective, and after four hardware failures, I can no longer trust them to remedy the problem. The case manager I spoke with consistently refused my refund requests, so I now turn to the BBB for help. I hereby request a full refund for the cost of the computer which is $963 including tax (I can provide the receipt). I am also requesting a $30 refund for having to buy a shipping box in this matter and the $25 I paid for a professional opinion that was subsequently disregarded. The total damages I feel I am owed, then, is $1,018, and that does not include any recompense for the significant amount of time I lost on the phone with representatives and with shipping the computer back and forth.

Desired Settlement: I hereby request a full refund for the cost of the computer which is $963 including tax (I can provide the receipt). I am also requesting a $30 refund for having to buy a shipping box in this matter and the $25 I paid for a professional opinion that was subsequently disregarded. The total damages I feel I am owed, then, is $1,018, and that does not include any recompense for the significant amount of time I lost on the phone with representatives and with shipping the computer back and forth.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to spoke to one of our case manager representatives and was advised that we can send the unit to our Toshiba Engineers facility for them to check and physically diagnose the computer. Our customer was informed that the refund is not the option and what we do is to support the computer in accordance to the Standard Limited Warranty (***) of the unit. TAIS has provided a free box that our customer can use to send their unit to our engineer’s facility. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

Contrary to the opinion of Toshiba America Information Systems (TAIS), a matter is not closed until it is resolved. Their response to this matter only points out the details of what was done after a case manager very adamantly refused my requests for a refund over the phone. The computer was indeed shipped to an engineer, but not because that's what I wanted or what I felt would resolve the issue. It has been sent out three times, one of the times to a "senior technician" for a more thorough re-work, as I was told. If a re-work hasn't been successful three times already (including one by a "senior technician"), then why should it be successful on a fourth attempt? The computer was sent to an engineer because the case manager who refused my requests said I could either send it there or he would not help me any further. Contrary to the opinion of TAIS, this case is not closed, as I have not yet received my computer back from the engineering facility. I cannot confirm that it works. I still have no peace of mind in this matter. 

In addition, TAIS failed to provide any explanation to the extremely poor quality of customer support I received in this matter, nor do they come close to offering any apology for the missteps of several representatives, supervisors, and case managers that I outlined in detail in my complaint. In their response, TAIS claims that they provide "support" in these matters as opposed to providing refunds. I feel that my complaint very articulately outlines how I have not received "support" from their company; instead, I have received blatant misinformation and empty promises from several representatives, supervisors, and case managers. As I originally stated, I have had four representatives, supervisors, and case mangers disregard their promises to return my phone calls at specific times. I recounted three occasions in which representatives, supervisors, and case managers have given me untrue information. I paid out of pocket for a professional opinion on a hard drive failure, as instructed, and subsequently learned that this information was disregarded by the company, which resulted in an additional hard drive failure right out of the box. If this is what TAIS considers "support," then I have made a grave miscalculation in the type of company with which I wish to give my business. The fact that TAIS shows no remorse for such inexcusable "support" issues and takes no interest in a thorough response to this matter, aside from pointing out the obvious and that they don't consider this matter anything more than "closed," demonstrates the quality of customer care that TAIS stands for.
If this matter is not resolved to my satisfaction (i.e. a fully functional computer -- one that works for much longer than one month -- or a full refund as now requested several times), I promise that I will never give Toshiba another penny over the course of my lifetime, and I know that I'll be needing plenty more electronics over the next few years. I promise that if not resolved, I will share this story with friends, family, colleagues, and other consumer organizations so that they are fully aware of the type of "support" that Toshiba stands for. In fact, a family member who was recently in the market for a computer to get her through college elected not to purchase a Toshiba computer after hearing about my experience with the company. As a customer who has spent over $1,000 on a product, a product I have yet to actually receive and enjoy, I expect to be treated with respect by a company, not dismissed without so much as an afterthought or apology. Shame on you, Toshiba America Information Systems.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was offered to send the unit to Toshiba Engineers to have a further diagnosis on it and was informed that refund is not an option but to support our product. 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.

Once again, Toshiba America Information Systems (TAIS) failed to apologize for the extremely poor quality of customer support I have received, nor did they offer me any piece of mind in this matter. The case manager I spoke with informed me that the Toshiba Engineers repair would take 7-10 business days including shipping time. Excluding Memorial Day and weekends, it has now been out of my hands for 17 business days (since May 20), and according to the Toshiba Engineers website, the unit is still "in work" and has still not yet been shipped, so it will still be several more business days before the unit is returned to me, more than double the amount of time the case manager informed me of. Because of this, I am also requesting that the unit's standard limited warranty (***) be extended to allow for the time they have taken the unit out of my hands above their own time table. If I were to have received the computer in 10 business days as I was informed, I would have received it on June 3, with 64 days remaining on the unit's ***. As such, I find it only appropriate and hereby request the unit's *** be extended to 64 days from the date that the unit has arrived back at my home.

Let me once again reiterate the inexcusable quality of support that TAIS has provided me in this matter and the continued misinformation that I have been provided by their representatives, supervisors, and case managers. Their refusal to offer a formal apology and/or provide me with a working computer or refund demonstrates shameful business practices that consumers should be made aware of.

Regards,

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



Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call him to discuss about the replacement of his computer. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just bought an encore 2 tablet for business and after only a few days it gave me problems with the power button not turning on and the WiFi not connecting to networks. I called and chatted with tech support. They fixed the power issue but the wifi issue came back. I called them again requesting my money back they told me they don't do returns,which seemed odd to me. One technician I was talking to was going to send me an email so I could send in my tablet to get it fixed for free, some how we were disconnected. I then called back and talked to **** he told me that if I sent it in they may not fix the issue and just send it back so he was going to set up an appointment for me with a higher technician so he could try to fix the issue over the phone. 7:30pm came and went and the call never came. All I want is my money back at this point, I am disappointed that this issue happened because I bought a Toshiba satellite and it has worked fine for years, so I thought since my laptop worked great I wanted to stick to a proved brand for a tablet but I was proved wrong. Product_Or_Service: Toshiba Encore 2 Tablet Order_Number: **************

Desired Settlement: DesiredSettlementID: Other (requires explanation) Toshiba should refund or replace my tablet since it is new and under warranty.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based on our records, one of our senior tech support representatives offered to send the unit to the depot repair facility to fix the issue based on the coverage of the standard limited warranty of the product. If the customer would like to send the unit for a repair the customer may contact ************* for assistance on this. At this time we consider this matter closed.

6/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been having ongoing problems with my laptop since it was purchased in November 2013. It was an expensive, custom built model but I had issues with the hinges connecting the screen to the base from the beginning, which caused the screen to be loose/wobbily. After four onsite repairs between November 2014 and February 2015, the problems have only continued to progress. There is a screw that has fallen out of the base multiple times and the whole base is coming apart, the screen is still loose, the hinge is still loose and snapping, and now the LCD screen and the protective covering have come apart. I have contacted Toshiba at least 5 times in the last 2 months for the most recent issues, been told they would have someone come do the on-site repair that is part of the extended warranty and ******* i paid for but they have yet to actually come fix the issue. They claim the company called on me 3-30 but I have no missed calls or messages on that date and have not been contacted a single time since.

Desired Settlement:

I would like a replacement for this unit that was clearly defective from the start and an extension of my warranty and on-site ******* to make up for the months of neglect, poor ******* and failure to honor the expensive warranty.

Business Response:

A Toshiba America Information Systems (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that since she has an Extended ******* Plan (ESP) we already forwarded the case to ******* *** which is the provider of the extended warranty of her computer. TAIS has advised our customer that she will receive a call from the warranty provider (ESP) within 2-3 business days to discuss about the process of her replacement request. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action has not been completed by the company. I was told they would contact me with 2 to 3 business days over a week ago, which is 5 days. My computer doesn't work and the issue wasn't resolved, which toshiba is responsible for since they sold me both the defective item and warranty and ******* contract. I have no contact information to contact the company they say is responsible.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that since she has an Extended ******* Plan (ESP) we already forwarded the case to ******* *** which is the provider of the extended warranty of her computer. After doing research our customer has been contacted by ******* *** last 04/24/2015. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

I have been having ongoing problems with my laptop since it was purchased in November 2013. It was an expensive, custom built model but I had issues with the hinges connecting the screen to the base from the beginning, which caused the screen to be loose/wobbily. After four onsite repairs between November 2014 and February 2015, the problems have only continued to progress. There is a screw that has fallen out of the base multiple times and the whole base is coming apart, the screen is still loose, the hinge is still loose and snapping, and now the LCD screen and the protective covering have come apart. I have contacted Toshiba at least 5 times in the last 2 months for the most recent issues, been told they would have someone come do the on-site repair that is part of the extended warranty and ******* i paid for but they have yet to actually come fix the issue. They claim the company called on me 3-30 but I have no missed calls or messages on that date and have not been contacted a single time since. They finally contacted me and worked on the computer ~ 04/09, but then Windows crashed 2 days later and system repair did not work. Toshiba said that they would replace the entire laptop due to all of the issues and that someone would contact me within in 2-3 business days. Nobody ever called back, so I called again on 04/14. They wanted to charge me a fee to get my files off the computer and I said no, I would rather have the hard drive removed so I could copy the files off because I have paid them a lot of money and it was their fault the computer wasn't working. I have called at least four times since requesting to have the hard drive removed by a technician because they said it would void my warranty if I did it myself and I don't think I should have to buy special screwdrivers to take a computer apart. Every time I call they say I have to talk to a different department that isn't open and doesn't have a direct phone number. I have still not had the unit repaired.

The technician needs to come take the hard drive out so I can get my files off the computer OR back up my files for me AT NO ADDITIONAL EXPENSE on top of the hundreds I paid for on-site *******. Additionally, they need to actually replace the computer as they said they would over a month ago. I also think they should extend my warranty due to their continued failure to honor the warranty and leaving me without a working computer for nearly 2 months.

Regards,

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


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS has advised our customer that removing the HDD from the unit for them to retrieve the files is not part of the warranty. TAIS found out that our customer is already in contact with ******* *** regarding with the replacement of the unit since they are the Extended ******* Plan (ESP) provider. If the customer has any questions or concerns regarding the status of the replacement they may 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.

I was never contacted by ******* *** or Toshiba to follow up on this issue even though the technician said they would call back. My computer has not been working since April and I have called Toshiba at least 6 times since then. The number you gave me to contact ******* *** is the same system as Toshiba technical support who I have been calling over and over.


Regards,

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



6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop from toshiba direct in July of 2014 that has never worked properly. They have attempted to repair it over the phone only to realize the hard drive was bad. After replacement of the hard drive it failed just after I ran the setup. This repair center in California has had the laptop since April 13, 2015 and indicated that both the hard drive and motherboard were bad needing to be replaced. Their estimated time to receive parts isn't until May 11, 2015. I was told that if t h e computer was unrepairable that it would be replaced. Having a bad hard drive for the 2nd time and a bad motherboard is essentially the whole computer.

Desired Settlement: At this point I am requesting a refund for the defective lemon they sold me.

Business Response:

A Toshiba America information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that her case will be forwarded to our order desk department to have her computer replaced TAIS has advised our customer that one of the representatives from order desk will call her within 1-2 business days to discuss about the process of the replacement. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a Toshiba Chromebook ********** on *********** on April 13, 2015 for $303.74. The product serial number is *********. When I receive my laptop, I did not pay much attention to it since I did not need it at that time. When finals come, I started using it solely for college purpose. The wifi did not work. There's no point if I can't use it in school. As I start using it, I notice so many defects with this laptop. The volume goes crazy with auto adjusting by itself, the keypad sounds extremely cheap and make snappy noise when I slide my finger across the pad, and the laptop shuts off for no reason. Honestly, I feel cheated on since this would never happen if this was a "Brand New" laptop as described on the company's website. When I call Toshiba Customer service, it was ridiculous. He kept telling me about the laptop being out of warranty if they found out it was dropped or was liquid damage. I told him I seriously don't care about that because I barely use it, I even bought a case for it, which I regret. I am appalled by Toshiba customer service and the cheap product that carry so many defects within a week.

Desired Settlement: I would like a full refund in the amount of $303.74. I do not want to pay for any fees and the hassle for sending it back for repair and no longer have trust in Toshiba's product. I only wish for a full refund because if this is the condition of a "Brand New" product, I do not trust it after it is repaired, since when my warranty is over, I will continue to be responsible for it.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was informed that the initial shipment in sending the laptop to Depot is within their responsibility and in return, Toshiba will shoulder the labor cost and the return shipment after the repair. TAIS authorized a free-box to our customer as a one-time courtesy and they just need to complete the order in depotgateway.*********** for them to receive the box. 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 "for the time-being" satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if the issue still persist, I will consider a full refund to be the only option. 

Regards,

****** ****

Consumer Response: This is my second attempt to request a full refund for my purchase. I agreed to settle my last dispute because I was offered a free box service for repair. However, since then, I have not receive anything from Toshiba. I called Toshiba Chromebook department today 6/22/2015 around 2pm EST. The representative who I spoke to was unknowledgeable and rude. I was shut off after waiting for a long period of time. My previous dispute can be seen below for reference: "I recently bought a Toshiba Chromebook ****-***** on Toshiba**** on April 13, 2015 for $303.74. The product serial number is *********. When I receive my laptop, I did not pay much attention to it since I did not need it at that time. When finals come, I started using it solely for college purpose. The wifi did not work. There's no point if I can't use it in school. As I start using it, I notice so many defects with this laptop. The volume goes crazy with auto adjusting by itself, the keypad sounds extremely cheap and make snappy noise when I slide my finger across the pad, and the laptop shuts off for no reason. Honestly, I feel cheated on since this would never happen if this was a "Brand New" laptop as described on the company's website. When I call Toshiba Customer service, it was ridiculous. He kept telling me about the laptop being out of warranty if they found out it was dropped or was liquid damage. I told him I seriously don't care about that because I barely use it, I even bought a case for it, which I regret. I am appalled by Toshiba customer service and the cheap product that carry so many defects within a week." The nature of this complaint is still the same, I want a full refund, nothing else.

Besides the terrible product that came with defects when advertised as "Brand New", I no longer want to have anymore connection with Toshiba because I can see myself struggling to get my problems resolved from Toshiba customer service in the future. To save myself time and effort, I would like a full refund of $303.74. This will save future problematic issues for both Toshiba and I.



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was provided a free-box that he can use to send his computer to our depot repair facility under repair order number TP-********. TAIS found out that there was a three (3) authorization reminder that was sent thru his email 1st 6/04/20105, 2nd 6/06/2015 and 3rd 6/08/2015. Our customer can check their email and just follow the steps to complete the repair order for them to receive the box or they can log on to d***********************. 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 hereby reject the response offered by Toshiba. I am well aware that more than one repair reservation had been made and received. However, I have completed the repair reservation twice online and a third time on the phone, of which I was rudely shut off midway by a representative from Toshiba as I mentioned in the complaint. I hope my message is clear that I no longer want a repair, but a full refund since I no longer appreciate Toshiba's product and do not appreciate the customer service that I received.]

Regards,

****** ****



6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my laptop I January 2014, I rarely used it, all of 10 times and 2 weeks for work. NO third party applications were ever loaded onto it. One day it gives me an error message so I contact Toshiba for assistance with the issue and was told to purchase a recovery USB, so I spent $39.99 to have a recovery USB shipped. I received it and attempted to recover my computer, three times to be exact and started getting more error messages. SO I called Toshiba again, this time they tell me I have to send it to there repair depot for repairs and it will cost me $29.99 to have it shipped!!! Ok.... I spent $299 on the laptop in January, brand new out of the box and now I will have to spend $69.98 to have a warranty issue looked at. I am so levied!! All I want is my laptop to work again when it's obvious the computer was a lemon from the beginning.

Desired Settlement: I want an exchange of my laptop for the same or equal to. It's faulty!!!

Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can create a new depot repair process with free box so she can send her computer to our depot repair facility to have it fixed. Our customer agreed with that. If our customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

This morning I received an email in regards to the repairs for my laptop... the repairs are the same price as the laptop!!!!  I know this is a hard drive issue that crashed because I replaced the hard drive with a different one and the laptop worked just fine with no problems what so ever.  I have no idea what Toshiba is trying to pull but this is a "lemon" issue.  They sold me a faulty laptop and will not replace the bad hard drive which was faulty from the start!  I had this laptop for 7 months and it crashed!  This should have never happened especially since there was NO THIRD PARTY software installed and it was used only a handful of times.  I rarely left my laptop bag.  I paid $199 for the laptop.. they want $206 to repair it.  FOR A HARD DRIVE!!!!!  They also sold me a recovery usb that failed because it has a BAD hard drive.  All I want is a new hard drive installed, nothing more, nothing less.  Otherwise... refund my money so I can purchase a new laptop.

Regards,

******* ****


Business Response:

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

TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that the Hard Drive has been replaced under the standard limited warranty of the computer and the unit has been shipped back under FedEx tracking number ************ estimated delivery date Fri 10/10/2014 by 8:00pm. If our customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

My laptop has been a laptop since the day I purchased it, first the screen started to go bad, then the hard drive crashed. after a serious dispute between myself and Toshiba (BBB as a mediator), Toshiba agreed to fix my laptop, admitting it was a bad hard drive. I got my laptop back, then not even two months later the hard drive crashed again! I wanted to take a look at the hard drive and upon inspection all they did was install a REFURBISHED hard drive in my laptop!!! My screen was never fixed and now... the whole thing will not turn on at all!!! This laptop should have been replaced because it was faulty since the day I purchased it.

Desired Resolution:
Replacement

I want my laptop replaced. The laptop have NEVER worked properly and instead of installing a new hard drive they installed a refurbished one, one that already had issues and was fixed. Not a guaranteed fix.

Regards,

******* ****


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s computer sent to our deport repair facility last Sept. of 2014 and the Hard Drive has been replaced under the standard limited warranty of the unit. The unit was shipped back to our customer under FedEx tracking number ************ and was delivered Fri 10/10/2015 12:17pm. After the repair was done Toshiba didn’t receive any update from our customer regarding to status of the computer. The warranty of the computer already expired last 01/30/2015, since the unit was out of the standard limited warranty our customer can go to any authorized service provider or they can contact Toshiba Repair Services 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 very much do not agree with their statement, it took a very long time for Toshiba to even agree to look at my laptop, they first told me that I needed to purchase a $35.00 thumb drive to restore my laptop, when that didn't work I called again and they wanted to charge me another $25.00 to send it back!  That's when I went to the BBB for help, they agreed to ship it back free of charge and ADMITTED that it was a bad hard drive.  They also noted the FAILING LCD SCREEN that started failing when I got it.  They knew this but wanted to charge me $250 to fix the lemon.  I told them no since it was a manufacture defect. Now we are not even a year later and the hard drive crashed once more... same exact issue.  This time... there were over 1,000 photos of my children and other important documents on it.  Now completely lost since I didn't think it would have again so soon.  A laptop should last longer than a year (less in my case).  Upon looking at the hard drive... being fixed with a defective hard drive that was just refurbished is not acceptable, and now the laptop won't turn on at all.  It is obvious the laptop was defective right out of the box.  This needs to be fixed or a lawsuit with follow this.

Regards,

******* ****



6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop through *********** in March 9th 2015, right away I notice issues with the wireless internet dropping, the mousepad getting stuck, and in the first days of May I notice the lcd screen peeling off from the casing. I called Toshiba, I asked them to refund my money ($828.42) I was told that it is not covered under their limited warranty, after a while they offered me a solution I could send it to their depot to get repair, I would have to pay $29 to send it and get it back, I did send it to the depot and waited for about 10 days to get it back, when I opened the box the LCD screen issue wasn't fixed. I called Toshiba immediately but I was told to call the next day between the hours of 8am-8pm eastern time to speak with customers relations, the next morning I called, agin the solution they gave me was to resend the laptop to the depot for repair I didn't accept it, I just wanted to return the laptop and get my money back so I can purchase another laptop. I then called the depot and the representative said that they would never fix the screen since that is not under their limited warranty. I called Toshiba again to inform them of this, they assure me that this time it would get fix, again I said yes. After thinking about it I called them again and told them to cancel the repair that I only want a full refund. I dobt think it is fair that I purchase a product and less than to months laters the structure is falling appart. I need a computer in order to work, this has been taking a toll on me. I am affraid to use the laptop, I am not sure if the whole scree will fall off

Desired Settlement: I wantbto send the computer back and get a full refund $828.24 plus $29 for the shipping to the depot

Business Response:

A Toshiba America Information Systems (TAIS) Representative has reviewed our customer’s complaint. After doing a research, we have determined that the physical condition of the laptop that our customer reported to us is considered to be beyond the warranty coverage of the computer and a refund is not an option however Toshiba is inclined to set up a rework for the customer in accordance to the standard limited warranty of the unit. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

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

6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: product came with 1 year manufacturer hardware warranty. they insist it is software related and try charging for service plan instead of fixing,.purchased refurbished march 2015 from *************** paying $224. did not use device until may 2015 and discovered issues with wifi. Speeds were 10x or better on every other device. Called support they accused me of having a virus, and other issues, and insisted I do a factory reset. I did that, resulting in same issues... when I called back, they informed me I did it incorrectly?? They then tried to sell me a service plan to help fix the software issue. They also told me I had to contact the router manufacturer and change some settings to make the laptop connect correctly (can you imagine going to a hotel, unable to connect good, and asking them to be able to modify their router settings so my laptop will connect correctly?) I then called ********* (case # **********) who remoted into my laptop, did several tests, and after 40 minutes determined it was NOT a software issue. I called back to inform Toshiba of such, and the hardware people insisted it was software and sent me to their support, where they proceeded to try to sell me a $159 support plan (for my 2 month old $224 laptop). I declined. Even after I insisted it wasn't a software issue. They then disconnected their remote session and informed me it was an internet issue with my ISP, even though other devices in the house are achieving 2-4 times the speed WHEN CONNECTED (while connected with ********* we eliminated ALL other connected devices and still got less than 2mbps connection).so while I purchased a Toshiba laptop (based on past experience) for my mother to replace her aging laptop... I'm now left with a laptop that is useless to me,.

Desired Settlement: DesiredSettlementID: Other (requires explanation) if a working replacement cannot be provided, a refund would be desired.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was informed that the issue they have from their computer in regard to WIFI is software related. In accordance to the Standard Limited Warranty (SLW) fixes to any software related issue is not covered thus, the support from our Software department (+Care) is a subscription based. 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.

********* support remoted in to this laptop, and ran their diagnostics, and found there was NO SOFTWARE ISSUES.  case number **********.   Toshiba is not willing to honor their warranty.  They are selling defective products, and when they need repair they are forcing customers to purchase service plans in order to repair them.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing research TAIS has determined that the customer’s issue is a software related issue. TAIS found that the customer is entitled for hardware repair however for any third party related software issues, this should be handled by our +Care department (software department). The issues our customer is experiencing (software updates) were due to third party applications that can be fixed by the department mentioned which is a fee based support. This is beyond the coverage of the standard limited warranty. Our customer may contact +Care department 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.

this laptop has no additional software loaded on it. I brought up the system exactly the way I have purchased it. ********* remoted in and verified there are no software issues. Any software that is on this computer was placed there by Toshiba. It is very disappointing that Toshiba's only interest is in selling Support plans for computers that are still covered under factory warranty.

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.

Hello ****,
Today I received back the laptop from the company I originally ordered it from.  They claimed to have 'fixed' the issue by applying a driver update.
I opened the box, connected to my home internet and ran a speedtest, which achieved a 2.69MBps... consistent with what the unit has been doing all along.
I use a USB wifi-adapter for my desktop, so I hooked it up to this laptop, disabled the internal wireless adapter,  and ran a speedtest.  This time, I achieved 13.75MBps.  an acceptable amount.
I called Toshiba back, and provided them this information.   They agreed it sounded like a hardware issue, and opened a new case ***************, and had me return the unit for repair.
It would have been so much easier if they had done this to begin with, rather than try to sell me a support plan, for a 3 month old computer.
Thank you
****** ******





Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Based on our records, the customer has agreed to send the unit to our depot repair facility under order number *********** and has chosen to self-ship the unit to the repair. Our depot repair facility has acknowledged the repair and is waiting for the unit to arrive at the repair facility. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

It is a shame that a company such as toshiba can lie, divert blame, try to sell customers unneeded service plans...and when the CUSTOMER proves it is a warranty issue...they then agree to fix it and sweep it under the rug.  For all this trouble and hassle they should provide me with a brand new laptop.    Instead....case closed before they have even completed the repair.

I hope my case is made public to show others the deceitful tactics in use by Toshiba. 

Regards,

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



6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had nothing but trouble with this laptop since I purchased it . I have nothing but problems when they try to fix it . I need reliability Model-Satellite C-75D-A Part-Pscenu-****** Serial Nu.-********* I purchased it I believe the 15th of Jan. 2014 at best buy in Florida todays date 12-17-014 I will now enter all case numbers of problems -- ref. ************** ref. *************** ref.*************** ref. *************** ref.*************** we are talking hours of down time and the problem is still not fixed . the last date it was worked on was12-14-014 it still is not fixed they also created more problems than the original problem . I am traveling in a foreign country and will not be home till 4-04-2015 , they say they can do no more till I get home to the U.S., which is causing me great problems this is my only means of communications while here and what problem they created has made this matter worse , this computer is working half at best and now Microsoft wants to lock my account because of something Toshiba did , big problem , they also told me it will be off warranty by then like the problem is off them that is why I am writing this now , I also bought a special plan because I have trouble with this Toshiba laptop , all they say now is when I get home they will try to help , that is no help to me now or ease of mind . Thank You. *** ** ********

Desired Settlement: I feel because of all the problems and inconvenience I am suffering be because of this Toshiba laptop , I should be given a new laptop same as this laptap I am not asking for anything , I think that this is way fair settlement for all of the aggravation I have endured and will endure till I get home .

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer is currently outside the U.S and our customer was advised that we can continue the support when he’s already back in the U.S. At this time we consider this matter closed.

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,

** ********

 

Attn: **** ****** 
 
I sent you a update to day about problems with the Toshiba , tonight at about 7:00 P. M. my time I developed another problem that occurred a couple of weeks ago which is a Green screen on all videos but the volume would work , when I contacted the support , the lady ***** *. informed me that my premium plan I paid for I  have used up , all these problems that have occurred are from the techs at  Toshiba  working on the problems with this Toshiba , she inferred that it is the way I use my computer I am insulted , she even said the prior tech that worked on the same problem did not fix it correctly this is a night mare , I don't think they want to deal with this anymore and to bad for me , I told her I expect help with this computer till I get home and can resolve these issues and she just quit communicating with me . I don't know what to do at this point . If they ask for more money to work on this computer they are just ripping me off . Or they are through trying to fix these problems , Toshiba needs to be responsible a do the right thing . 

 

 

I believe Toshiba America is not serious about what their customer support has done to this computer . Just because I am out of the U. S. I am getting lip service from Toshiba , When I do get back to the U. S. I am demanding not a replacement now but a refund for this laptop , If Toshiba was the best as they claim and their support the best as they claim we would not be talking or having this complaint of mine at this time or at all . This has been a big problem that was caused by Toshiba Support which is also located in another country like I am in another country but I am suffering with the consequent of Toshiba Support taking charge of this laptop to fix a minor problem which they turned into a major problem . I have also been told by Microsoft that Toshiba has removed a preinstalled program in this laptop that only can be put back by Toshiba , I believe they are stalling because this goes off warranty the 15th of this month.       Thank you *** ********       I do not believe I will ever buy a Toshiba product again or pay extra for their support and will not advise anyone that would ask me about my Toshiba product I will tell them how Toshiba has stood behind their product .       ATTENTION **** ******  

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our technical support supervisor and has advised to continue performing the troubleshooting. Unfortunately, our customer has declined this offer, and has advised that he wants a replacement. Our customer needs to work with our Technical support group to address and resolve the problem since the issue is software related; replacement is not part of the Standard Limited Warranty of the computer. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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


On 1-12-15 while trying to repair problems again the Text Support person ***** * told me I have used up all my support options with support and I have no more support forth coming , when I tried to tell her the support caused every problem I am having with this laptop and I still have problems with the laptop , she just disconnected the call with me and refused to talk . Toshiba is not offering me text support according to their support text now what is it with Toshiba are they going to fix or replace it , Toshiba needs to clarify what they are going to , all the run around with Toshiba and their support is just wrong . Thank You *** ** ******** 1-29-015 Please let me know that you received this message Thank You

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our technical support supervisors and has advised that the issue is software related so we offered to continue the support over the phone. Unfortunately, our customer declined this offer, and has advised that he wants replacement. In accordance to the standard limited warranty replacement is not the option for the unit. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

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.

 
Attention : **** ****** Case ID. ********   5-26-015 This is a on going with Toshiba about a laptop .
 
I have given Toshiba more than a chance to fix this laptop , it has been Plagued with problems since I bought it and had to purchase their plan for tech support . I believe their is something wrong with this laptop I have had to call for help from their tech support at least 20 times and as of today I had to call again for a repeating problem , they work on the problems but to no a veil . They have reset this laptop but I still have a continuing problem of Green Screen they work on it but it still comes back I was assured on 5-18-015 after tech support worked on it again that the problem was fixed for good , it came back on 5-26-015 , there is something wrong with this laptop . This is not normal to have this many problems with a laptop , this is not my first one , I have a older one 6 years old still works and never had issues like this , I have asked friends about this green screen problem they tell me they never heard of it . Most of the other problems have been corrected , this green screen problem will not go away , one of the techs even said there is something wrong internal on this laptop . My tech support plan expires 6-8-015 then what , I hate calling tech support every 7 to 10 days because all video is a green screen .
What they did today has been done a least 4 other times and that means I will have a problem again . Toshiba needs to address the issues with this laptop , they can check all the issues and how much time in hours this laptop has been worked on everything is recorded with tech support . I would like to  reopen the case ID ******** with Toshiba again .
                                                                                                           Thank You
                                                                                                *** ** ********                                                                                                 **** ****** *** **                                                                                                 ************* * ****   *****                                                                                                **** ************




Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to spoke to one of our technical support representative last 06/02/2015 and they performed troubleshooting to the computer and according to our records the troubleshooting was successfully done and our customer verified that the issue was fixed. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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



Regards,

** ********


Toshiba Techs have been in my computer a total of 26 times countless hours spent for me sitting in front of the laptop while they work on it , last time was 6-2-015  , It is To early to tell if it is fixed. I was told there is a problem with windows explorer and now they are using a different explorer . I will accept a settlement if they will stand behind this laptop till the 1st of the year Jan. 1-016 to make sure the problems are fixed which I do not think they are .They have worked on this laptop 26 times this is extreme to say the least , The inconvenience has been trying to say the least .

                                                                                                                                                                                                                                             Thank You *** ** ********

Business Response:

A Toshiba America Information Systems (TAIS) reviewed our customer complaint. After doing a research last Jan. 28 2015 our customer has been contacted by one of our technical support representatives and was advised that the issue of the computer is related to a 3rd party software issue. The unit was already out of warranty last 01/14/2015 however our technical support representative offered to continue the support over the phone since our customer reported the issue and occur inside the Standard Limited Warranty of the unit. TAIS found out that the issue of the computer is non-related to any hardware components of the unit. Our customer was able to spoke to one of our technical support representative last 06/02/2015 and they performed troubleshooting to the computer and according to our records the troubleshooting was successfully done and our customer verified that the issue was fixed. At this time we consider this matter closed.

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This whole situation began because I had an external hard drive that I had used less than once a month, for a total of less than 15 times, and only then for as long as it took to back up my computer. The last time I tried to back up my files, my computer was unable to recognize the hard drive. I spent close to 45 min researching how exactly to go about returning an item still under warranty, and even eventually called Toshiba customer support to have them help me through the confusing process. I found out that I had to cover the return UPS shipping cost for the hard drive (around $15), which itself is completely ridiculous considering Toshiba clearly sold me a defective product in the first place. I eventually receive the coupon code for the value of the hard drive and spend another 30 minutes on phone with Toshiba Direct discussing which hard drive and wireless adaptor would work with my laptop. The representative I spoke with actually TOLD ME TO BUY THE WIRELESS ADAPTOR SINCE HE GUARANTEED ME IT WOULD WORK WITH MY LAPTOP AND THE HARD DRIVE. Upon receiving the products, I attempted to work through the EXTREMELY MINIMAL instructions included with the wireless adaptor and hard drive in order to set it up. I SPENT OVER AN HOUR ANDA HALF ON THE PHONE WITH TOSHIBA CUSTOMER SUPPORT, ONLY TO EVENTUALLY BE TOLD THAT THE WIRELESS ADAPTOR DOESN’T ACTUALLY WORK WITH MY MACBOOK PRO, EVEN THOUGH I WAS SPECIFICALLY TOLD AND GUARANTEED BY THE TOSHIBA DIRECT AGENT I SPOKE WITH THAT IT WOULD. So that misinformed jerk caused me to waste over 3 hours of my life thus far all because he wasn’t competent enough to tell me which products work with which laptops. ANOTHER HOUR AND A HALF on the phone being tossed back and fourth between Toshiba Direct, Customer Support, and Toshiba Acclaim Return Departments. I WAS BOUNCED BETWEEN ALL THREE DEPARTMENTS THREE DIFFERENT TIMES A PIECE, with each person telling me they “were sure that this had to be handled by another department because they w

Desired Settlement: Contact by the person IN CHARGE of customer service, I mean AT THE TOP. Work from there.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research our customer can file a claim on our website at *********************** or they may contact them 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 initial and ONLY reason that I posted my complaint was so it would be posted on Toshiba's BBB complaint record so that others could see how incredibly awful, difficult, and utterly unhelpful Toshiba's customer service really is. That is all. I DO NOT want to contact Toshiba's claim department EVER AGAIN, and hope that I never have to deal with their complete and utter incompetence ever again. That is why until my complaint has been posted to Toshiba's BBB account, I will not consider this complaint "resolved". I am not asking for anything else, other than other's be made aware of the dreadful experience I had with Toshiba's customer service and claims department.

Regards,

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



6/22/2015 Problems with Product/Service | Complaint Details Unavailable
6/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba Satellite laptop on Jan 29,2015. I called their customer service after taking it into Staples, the technician said the hard drive was bad. Talked directly to toshiba technician who said all I needed was a recovery flashdrive, purchased flash drive for $39.99 on April 9, 2015. Received flashdrive inserted flashdrive. Now, window is asking for a password that apparently nobody knows. I called back talked to a *****, explained everything. Two days later he calls me back now they're saying it's the motherboard but, they'll give me a really good deal when I send it to be repaired? I documented everything!

Desired Settlement: I expect them either to fix it for free or give me a new computer!

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing research our customer was able to speak with one of our case managers and was informed that the issue of the laptop is beyond the Standard Limited Warranty coverage. The customer will need to shoulder the cost of the repair by taking the unit to an Authorized Service Provider (ASP) or calling Toshiba Repair Services (TRS) ###-###-####. At this time we consider this matter closed.

6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a laptop in 2014 and had no problems but then suddenly less than 30 days after my warranty expires my computer malfunctions because of a software update. I never knew about these updates and it was factory installed, as I did not change anything on my computer. I called Toshiba about the problem and was told that I had to pay $160.00 before they would even tell me what was wrong and if it could be fixed. Then the tech went into my computer and deleted my ****** and ****** protections (which needed to be renewed but due to the software problem I could not renew them - I had no keyboard or touchpad access). I never had a problem with my computer and then the first time I do you charge me an extreme amount of money and then do things to my computer I neither understand nor do I understand what happened initially with the problem. I have no idea why I was charged what I was, I don't know what I am supposed to be doing now and in the future with no security protection on my computer. Toshiba was rude and very uninformative. Now I have to go elsewhere to try to figure out what to do. Very unprofessional and very uncooperative. I tried to call and deal directly with Toshiba but was told I had to go through software department and they would be in contact with directly. Still no word from the company.

Desired Settlement: I not only do I want a refund but I want to understand what was done to my computer and why. How do I fix or prepare for this issue in the future?

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer is already in contact with one of our CEO Representatives and has advised that a representative from the Software department (****** will call them and to explain what has done to fix the issue of the keyboard and the touchpad. Currently we’re waiting for a representative from our Software department to call our customer. At this time we consider this matter closed.

6/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Click 2 Pro in December of 2014, and in March of 2015, the screen was shattered from a very light drop of a cell phone, which was covered by a protective rubber case, onto the screen. This shattered the external screen as well as the internal screen in it's entirety. The computer was less than 100 days old on the day of the damage. After being transferred around to several different customer service representatives, who all said something very different, a request for a repair was finally made. After the product was sent in and diagnostics were done, Toshiba stated that it would be $978 to repair the product, which was originally purchased for $799.99. The repair was declined, and the product has been shipped back to me. The Toshiba product ************* was discontinued very shortly after the original purchase date in December, which means that Toshiba knew that it was a faulty product. This computer broke all too easily, and it was described to be a sturdier product.

Desired Settlement: I would like a repair of the product at no additional charge. I have already paid shipping and diagnostic fees to Toshiba of $161. I believe that is more than enough, and the faulty product should be repaired.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer’s unit has a cracked screen and will fall as physical damage, which is not covered by the standard limited warranty of the unit. At this time we consider this matter closed.

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba encore 2 tablet and the screen freezes, the touch pad freezes &the Bluetooth doesn't work properly. This is the second one I bought in less than a month and Toshiba wants me to return it to them &if they can't fix it, they will send me another one but won't be brand new & they will not return my money back. I told them that I just want my money back .

Desired Settlement: I would like to have my money back. I'm not interested in anymore Toshiba products

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of our CEO Representatives had offered our customer to have a brand new replacement and our customer was also asked for the POP of the unit to arrange a refund process with Order Desk department however none of these options were accepted by our customer. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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



Regards,

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


Toshiba America  said they would  send me a refurbished 1 not a new one that's why I didn't accept  their  offer, they had proof of purchase. It's OK close the case I don't  mind giving 216$ to the needy. I went back to the store where I bought the tablet, to see if they had similar problems with other customers  and they told me Toshiba America pulled all their  products from the store. 

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of our CEO Representatives offered our customer to have a brand new replacement and our customer was also advised that they can have a refund by sending the POP of the unit however none of these options were accepted by our customer. At this time we consider this matter closed.

6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop from Toshiba on January 26,2015. Before opening the computer and taking it out of the box, I was attempting to rid my old computer of the viruses and clean the old files. When I finally opened the new computer (1 to 2 weeks ago) I immediately noticed some difficulty with the track pad. It was not tracking the way it is supposed to. Then when closing and opening windows, the computer would display pixilated images and grey spots. The computer had only been in use for two weeks. I have NEVER dropped it and nothing has been spilled on it. Hoping to fix these issues, I began installing the suggested and recommended updates by the company. During the update, the computer shut off and when it restarted, it would not boot back up to windows. Trying to solve this problem, I found that several hundred users have had the same issue and have had difficulties with Toshiba. They have called and have not gotten their computers repaired or worse have gotten them back in worse condition. Toshiba knowingly sells these computers with these issues and takes advantage of their customers. Then they refuse to pay for shipping back to the factory even though I paid for an additional extended warranty. I was told numerous times by Toshiba direct employees that they would call back and never did. Then they put me on a blocked call list and a representative would not answer the phone. I had to call various different numbers to finally speak with someone. I am a graduate student and don't have time to have to continuously call and I need a working computer. Bottom line, I've had a terrible experience and will never purchase another product from Toshiba.

Desired Settlement: Toshiba can have their faulty computer back. It's has not been damaged by me and I still have the box and the original components that came with it. They can have the computer back and I want a full or partial refund. At this point I am even willing to take a partial refund but I refuse to pay in full for a product that Toshiba knowingly sold to customers. They should also recall this computer and stop selling it to consumers. Detail product number: satellite ***********

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to spoke to one of our case managers and was informed that refund is not the option in accordance to the Standard Limited Warranty (SLW) of the unit. However, our customer was advised to send the unit to our depot repair facility to have it diagnosed physically by our technicians. Our representative processed a repair order and provided a free box that our customer can use to send her computer going to our repair facility. Currently the box is in-transit going to her location under ***** tracking number ************ (Estimated delivery Tues 5/19/2015 by 8:00pm). 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 will not consider the issue resolved until the computer has either been returned to me in complete working order or my money has been refunded. The company also failed to respond to the accusation that they are knowingly selling faulty computers to customers. That is the bigger issue here. 

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and was informed that refund is not the option in accordance to the Standard Limited Warranty (SLW) of the unit. However, our customer was advised to send the unit to our Depot repair facility to have a physical diagnosis on it by our technicians. Our representative processed a repair order and provided a free box as a one-time courtesy. Seeing the current status of the repair, the laptop arrived at the repair location as of 05/26/15 via the tracking number ************. At this time we consider this matter closed.

6/4/2015 Problems with Product/Service | Complaint Details Unavailable
5/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased Toshiba TV July 2014 with automatic 12 month warranty. picture started failing from first day, TV went black in January 2015. claim number ***********. they keep stating that the faulty part is a "known issue" and the part is on backorder. every time they have a repair date it gets pushed back another month. we stated if they couldn't fix it or replace the item that we would contact the BBB, so we are seeking help to get either a refund or replacement since they obviously cant fix their product in a timely matter. we have been more than patient, with several representatives failing to call back in 24 hours as they promised. we aren't willing to waste any more time on hold or without the TV we paid almost $500 for. Product_Or_Service: 50 inch hdtv Account_Number: ***********

Desired Settlement: DesiredSettlementID: Other (requires explanation) replacement with new TV or refund. will not wait any longer for parts repair that has been promised for 6 months.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that this case will be forwarded to our Order Desk Department and they are the one who will provide the replacement for his unit. TAIS has advised our customer that he will receive a call from one of their representatives to discuss the process of replacement. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

5/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Satelite laptop. The laptop's keyboard and touchpad come from Elan Microelectronics a Toshiba partner. Their partner releases Keyboard/touchpad driver updates on occasion via the standard Windows Update. When installed, it renders the Keyboard and Mousepad on many laptops including Toshiba useless. For service, I deal with Toshiba since it is their laptop. They told me they are getting a ton of calls on this but you have to sign up for their Laptop software service plan in order to fix the problem. I needed the laptop fixed and according to Toshiba, I should have them take care of it since it was a very difficult problem that they uncovered and they know how to fix it properly. It sounded as if I really didn't have a choice. The fix was a small change to the Windows Registry. They told me reinstalling the driver would not fix the problem, it is a very complicated fix. They also claim this is not their issue since it is a 3rd party. But, they are partners with that 3rd party. I wonder how much money they made on this convenient partner problem since they told me they were getting tons of calls about this. They should have provided instructions for the fix so we could decide for ourselves how we wanted to get this issue resolved. This seems very suspicious and convenient for Toshiba to take advantage of their customers due to an error with their partner when my only retribution is I am told that Toshiba is the only one that can fix this properly. Looking at this in different words. I buy a Toshiba product and have to go to Toshiba to get an issue fixed (according to what I was told by their sales people). The something I have to get fixed was caused by their partner that makes this product as part of their Laptop and they blame the issue on a 3rd party and take no responsibility, but they surely can benefit from it. Toshiba conveniently makes a lot of money from the consumer. Lucky for them. This seems highly unethical.

Desired Settlement: Nothing more than a credit since I feel this was highly unethical.

Consumer Response:

 

To Whom this may concern,
As it turns out, Toshiba understood why I was filing a complaint and they understood and decided to refund the $159.00
Is there a way I can remove the complaint since I really don’t have a complaint at this point.  I would not have filed if I knew they 
were going to attempt to discuss this with me again.

 

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,

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

5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My laptop is six months old, but was only used for three of those months, and has been treated with extreme care both physically and with protective software, including connection to an uninterruptible power supply. It worked as expected for that time, then last Thursday, the seventh of May, I ran the Toshiba Update Software that came with the computer because of constant reminders to do so by the software. The software did not complete properly. After a restart the computer would no longer start without being plugged in, acting like the battery was dead when it was not, and immediately after that, it could run on the battery only with no issues. The keyboard also stopped functioning correctly and could not be used. I immediately called technical support and the first suggestion that I received was to see if the battery was functioning - to turn the computer over and physically remove the battery while it is running. This issue resulted from frustrating lack of listening and expertise that I suffered through the whole of this process. This suggestion seemed foolishly risky to the hardware, when the same test could be accomplished by unplugging it. I left the conversation with no confidence in the qualifications of the technicians I would be talking to. After finding no other recourse the next morning Friday I called back and spent the entire day running scans and working with technical support doing everything they asked me, and resulting in a complete wipe of the computer. I expressed my situation that I had already lost a day of work, and that this computer is vital to my job. I suggested that due to my fear of renewed problems and delay of a resolution I asked that a new laptop be sent or a refund be sent. I was told that this is an option but I would have to wait the weekend until Monday. The representative that I spoke to on Monday was dismissive and rude, he didn't listen to anything I said and treated me like I should be grateful for anything they chose to do. It took until the end of the following day before I received a voicemail indicating that everything was taken care of, but the wrong information was sent, and I had to call again, something I had to do repeatedly in this process - chasing them down to honor my warranty. When I finally connected with another person Wednesday morning he helped me finally order the box to be sent to me so that I can send the computer to them which has been sitting in its original box since last Friday. According to the tracking information the box should arrive by Monday the 18th. This is seven business days from the time of the original issue, and they say that then their '7 to 10 day' time for repairs will start. This is completely unacceptable service, very damaging to my business, and a huge waste of time for me.

Desired Settlement: I want a replacement computer, or a refund. I am understandably anxious not to have this problem repeated. A change in policy, is absolutely warented. How can it be that no one will take responsibility for the problem being 100% their fault, caused by their own pre-installed software?

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted by one of our corporate representatives and was advised that a depot repair was created and he needs to send his computer to our repair facility to have it diagnose physically by our technicians. In accordance to the Standard Limited Warranty (SLW) of the unit refund or replacement is not the option. Upon checking on the repair status of the computer, our customer was able to send the computer to Depot on 05/20/2015 due to keyboard and battery charging issues and was delivered back to our customer on 05/27/15 based from the ***** tracking 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 find that this resolution appears to be the option. I would like my complaint to remain on the site as the customer service I recieved was for the most part completly unacceptable. For the sake of my own peace of mind i will consider this complaint resolved.

Regards,

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

5/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the product on November 27 2014. I started having issues with the fan blowing loud and the laptop over heating. I called into customer service regarding this issue. I was insrtucted to take some procedures to attempt to fix the issue put it didn't ressolve the issue. I thought being a new laptop that the issue would get better but it got progressively worse. I called back customer service on March 20, 2015 and informed the representative the issue with my laptop had worsened and I have major concerns. I was insructed to send in the laptop and it would take 7-10 business days. I told the representative that this was my business and personal lapto. I will need it back and soon as possible because it is the only computer I have.I sent the laptop via ***** around March 24, 2015 in to have it repaired at the Toshiba Repair Service Depot. I received and email stating that my laptop and been repaired and that the problem was spontanious shutdown-unknown and the repair results were reassembly recorrection and the issue was supposed to be reparied. When I received the laptop back on April 10, 2015 not only was in not fixed it was in worse condition than when Isent it in. It would power down after being on that less than 1 min. I called customer service and they tried to trouble shoot it ove the phone. I was on the phone with them for over 1 1/2 hrs. I spoke with 4 different people telling me that I had to send it back in foor repairs just when it came back from supposedly being repaired. I mentioned I am losing money from my business because this laptop is less than 5 months from purchase and I am having to send it in to be repaired twice already. I have wrritten a certified letter and sent it in on April 14, 2015 and I have yet to get a response from Customer Relations Manager of Coporate or a Toshiba representative.

Desired Settlement: I would like a full refund for my laptop. I have lost all faith and interest in having a Toshiba product based on the experience I have had in this short period of time. It was my first experience with buying a Toshiba laptop and my first experience has me filing a complaint with the BBB which I have never done in my entire life. I had faith the the company would stand by its product especially if the product is brand new. I hope this issue can be resolved quickly.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. TAIS has offered our customer to send the laptop to our Toshiba Engineers (********) to have a VIP repair service. Customer declined the offer and instead asked for a replacement. TAIS has informed our customer that replacement is not the option based from the Standard Limited Warranty of the unit. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

I do not accept the Toshiba America Systems, Inc response because I sent in the laptop to their Depot facility in ******* to have it repaired on March 24, 2015. The laptop repairs were not done correctly.  The laptop came back in worse condition than I originally sent it in for. I have stated to Toshiba representatives that I needed it back in a timely fashion and that wasn't something they could offer.  This model Satellite S55t laptop apparently has a cooling system defect  I have read other online complaints besides the BBB where this is a known product defect and for it not be corrected properly is disappointing. It apprears that if the depot can't fix the repairs Toshiba will have you send it to their "VIP" facility and they can supposedly fix it.

I have reviewed countless of BBB complaints from consumers and their issues with Toshiba products. In the last 12 months there have been hundreds of complaints with products, service and warranty issuers. As a consumer and my first time ever purchasing a Toshiba product I have never had to file a BBB complaint Toshiba"s reply is stating that I refused to send in my laptop for repair is totally false. I sent my laptop in for repair on March 24, 2015 via ***** tracking #************. I received it back from the Toshiba repair depot on April 10, 2015 with a Toshiba Product Repair-Customer Receipt stating the laptop was repaired to the original product specifications. I have attached a copy of the receipt stating so. I tried attaching a video of the laptop and its failure to function properly, unfortunately it will not send with this message for some reason.
Toshiba knows that these are common issues with these laptops. After extensive research I found similar customer related issues. A lot of these issues are right after purchasing the product. The best resolution for me would be a new replacement or a complete refund. I also mailed a letter on April 14, 2015 to Toshiba's Corporate office and have not received any response concerning my concerns. I will send a copy to my local newspaper editor and local news station voicing my displeasure regarding this matter.

Regards,

****** ******** 
Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the Toshiba Satellite S55T-B with Model # ******-****** did not find any defects or part defect based on the standards of the unit. Our customer was able to spoke to one of our senior case managers and was informed that the replacement is not the option in accordance to the standard limited warranty of the unit. TAIS was offered to do a rework and it will be sent to our Toshiba Engineer’s facility. Unfortunately our customer declined the offer. TAIS are still willing to process a rework for the unit of our customer and we will provide a free box that our customer can used to send the computer going to our Toshiba Engineer’s Facility. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

I have complied to the Toshiba laptop warranty and have come to the conclusion they can replace a laptop. I purchased this laptop and it had issues from the beginning with the cooling system. I sent it in to TASI repair facilities to have it repaired already. It was their at the repair facilities that my computer came back worse than when I sent it in originally for. There are issues that seem to be common with this model laptop. I have looked on the internet just to validate my sentiments. It is an issue with the laptop in general that should be easily fixable. However it was sent back stating that there was no issues with the laptop. I have done some research and found a several other customers who have had this same issue with the over heating with the cooling system. So for TASI to say nothing was wrong with the laptop is totally false. Now they want to assure me that the laptop will be fixed when it should have been repaired correctly in the first place. I believe this is a defective laptop and I am requesting a replacement laptop or refund. I am totally baffled that my first Toshiba purchase ever that I have to result to these means. I do not consider this matter closed

Regards,

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



5/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Computer sent to depot for repair. Someone without my authorization or being notified sent my computer to California. Went over a month without a computer. They sent me a replacement that didn't function. Now I have no computer still(2months).I had to go and buy another one myself. All calls are routing to the Philippines for the poorest service you can receive. Nobody cares about anything poorest unethical business practices I have ever received. Shame on Toshiba.

Desired Settlement: Full compensation of my stolen computer and compensation for loss of not having my property for months.Compensation for being lied to and misled. Compensation for my wasted time contacting and talking to Toshiba for over 9 hrs.Compensation for being hung up on.Compensation for physical and emotional distress caused by Toshiba.Compensation for not receiving emails as promised.Compensation for not getting phone calls as promised.Compensation for fraud practicesandbeingforcedtobuy another computer.

Business Response:

A Toshiba America information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has been contacted by one of our representatives from our order desk department and processed a replacement, however the one the our customer received has some issues with the keys and our representative will set up a VIP repair for the unit and it will send to our Toshiba engineers to have it repaired. At this time we consider this matter closed.

5/15/2015 Problems with Product/Service
5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Laptop on Amazon for roughly $1400, which included a 1 year warranty from Toshiba. The hard drive has failed on the Laptop and I cannot seem to get in touch with anyone that can help me. I contacted Best Buy and they told me to call Toshiba, I called Toshiba and was told that there was unusual call volume which leads me to believe that there are a lot of people with issues with their Toshiba Product as well. I was informed to call back later. I tried calling the Toshiba Corporate Office and when I pressed Zero to speak with a representative it hung up the line which leads me to believe that they don't want to talk to anyone voice to voice. At this point I give up, the laptop has been down for almost 2 weeks because I can only devote so much time to this non-working laptop. I work 2 jobs and don't have time for a broke laptop. I have simply began using my year old ******* Laptop that I thought I retired when I bought this Toshiba. I would like this matter to be handled directly by Toshiba's Corporate Office.

Desired Settlement: Due to the difficulty I have experienced in getting this laptop repaired I am requesting in-home or in-business service for this repair. The repair can be completed at my place of business which is *** ******** **** ****** ********* ** ***** or at my home which is **** ***** *** ******** ** *****.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our system using the customer information (name, address, phone number, and email address). Our customer can contact our technical support department at ###-###-####, at this time we consider this matter closed.

Consumer Response: This is ***** ******** and I am responding to Toshiba's recent statement regarding my warranty issues. They recently stated that they have no record of me or the product I purchased and requested that the matter be closed. This is the same way they treated me when I tried calling in my complaint. This is why I would rather handle my warranty claim through a BBB Complaint so they will be held accountable for the way they handle their customers. My product Model # is *************. The product serial # is *********. I would like to get this laptop repaired soon as it has been out of service for over a month now. I do not intend to purchase from Toshiba again in the future based on the way their warranty claims are handled. I look forward to a prompt resolution to this matter. Thanks, ***** ******** **** *********** ** ******** ** ***** ###-###-#### ********************

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to receive the computer back from our Depot repair facility last Tues 5/05/2015 10:27 am under the ***** tracking number ************ and the HDD was replaced due to No Boot issue. Our customer initially asked for an Onsite repair however based from the repair option of the unit, having an Onsite service or In-Home service is not possible but only sending the laptop to Depot. 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 finally able to reach someone regarding the issue I had with my Laptop, It took 2 months to get in touch with the correct department. There is no simple way to file a warranty claim and now due to these delays my laptop is now out of warranty. Furthermore, the repair facility replaced my solid state hybrid hard drive (which is 1 TB sized hard drive) with a 750 GB hard drive. The representative stated that the mother board specs called for a 750 GB hard drive, I find this to be a flat out lie because I bought this laptop BRAND NEW in the box with a 1 TB hard drive. I think they were out of the hard drive that was in my laptop and called and fed me a load of BS so they wouldn't have to order the correct sized hard drive and install it. This is the worst customer service I have ever received. I assume they are going to do nothing about it so I have decided to also file a complaint with the ******* ***** ********** as well as **************** so I can notify other potential Toshiba Customers of my personal experience with them.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research based on the model specification of the computer, the unit originally came with a (HDD 2.5 SATA 750G 5400) that was replaced with the same model configuration of the unit under the standard limited warranty due to No Boot issue. Our customer initially asked for an Onsite repair however based from the repair option of the unit, having an Onsite service or In-Home service is not possible but only sending the laptop to Depot. 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.

Like I said previously, the laptop was purchased with a 1 TB sized hard drive and the 750GB hard drive that was installed during the warranty repair. This is not like, kind, and quality to what I purchased and I would like a full refund at this time. The reason I am now requesting a full refund is because I have given them the opportunity to correct and/or rectify the situation and it's obvious that they are refusing to do so therefore since I no longer have what I originally purchased I would now like a full refund and they can gladly have the laptop back. Considering how they handle this warranty claim, I no longer will purchase or recommend Toshiba Products.

Regards,

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



5/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My laptop is caught in an update/undo updates/restart loop. I researched this on my phone and it is a known issue with Windows 8 and pc's. So I called Toshiba on Monday morning (4/20) hoping I could resolve the problem quickly before I went to work. I ended up not having enough time, so she offered to call me back in an hour but I told her that I would be at work and that I generally work 8:30am to 5:30pm EST. So she suggested that I pick a time later that day to start the process., I requested to be called at 6:30pm EST because I was sure I would be home. I made sure to emphasize 6:30pm EST because I wasn't sure where the rep I was dealing with was located. She confirmed that someone would call and guess what? 6:30pm EST on Monday (4/20) came and went with no call. The next day, Tuesday (4/21) I received TWELVE calls and TWO messages from Toshiba during the exact time I previously stated that I would be unavailable! One of the messages was just background noise where no one said anything! I then call back on Wednesday (4/22, Today) morning requesting to speak to a supervisor or manager. The person I spoke with, who apparently only goes by "*******" basically refused to allow me to speak to a manager by continuing to tell me he could fix the problem or that I didn't need a supervisor or asking why I needed to speak to a supervisor. When I pressed him to speak to a supervisor, he tells me that one would not arrive for another 15 minutes. It took "*******" over 20 minutes to tell me that there was no manager around (if that was even true). He did however confirm, again, that someone would be contacting me at 6:30pm EST and again, no one called. So I called Toshiba back, gave the case number that "*******" gave me and had to wait another 15 minutes to finally speak to a supervisor. "****", the supervisor told me that I would have to pay $40 to fix the laptop, even after experiencing this terrible customer experience. I told him that I shouldn't have to pay for known issues with their products, especially after all of the trouble I went through to speak to someone that could make a decision.

Desired Settlement: I have a lot of my writing material on this laptop, so I do not want to lose. So I want Toshiba to honor their commitment to call me when they say they will and for them to waive the tech support fee to fix my laptop for automatic update issues that are out of my control.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their computer has already expired since 11/27/13.  As per the Standard Limited Warranty our customer has a 1 year limited 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.

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My ****** balance was taken by Toshiba. When I ordered a hard drive I entered into a agreement of sale, when Toshiba took possession of my money they too entered into a agreement of sale. When you enter into a agreement you are obligated to complete the transaction. As of now they canceled my drive but are still in possession of my funds even though they never had any intent to complete their half of the agreement. Now what if I were to take their product and decide that I don't want to pay for it and I will give them their product back at a later date, would that be acceptable or theft?

Desired Settlement: Please send me the drive for the price agreed upon on.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research Toshiba reviews all orders before they are accepted. As outlined in our Terms of Sale, acceptance of an order is at the sole discretion of Toshiba and an order is not accepted until the order ships. When the order was reviewed, it was determined that the order contained a coupon that was not valid with the current website promotion for that product. The coupon code used, **********, states in the Terms and Conditions that it is valid on regularly priced Toshiba branded products. The item purchased was on promotion and discounted and therefore, the coupon code could not be combined with website promotion.

Once this was determined to be the case, the customer was notified that the order was cancelled and the order could be placed as the current web price, but the coupon could not be applied. Toshiba has not received any funds from ****** for this order. The ****** transaction at this time is an authorization hold that automatically drops off in 3-5 business days. We have asked ****** to immediately drop the authorization hold on ****** transaction.

We apologize for any inconvenience this has caused and appreciate your interest in Toshiba. However, we will not offer the product at the reduced price plus coupon discount.

Please see the attached document of the promotion that clearly states the terms do not allow this to be combined with other coupons or promotions. At this time we consider this matter closed.

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called the various customer service number that I found online and have been hung up on 3 times, and lied to 3 time as well. Once I was told that they did not offer assistance with their "FlashAir" sd cards when the previous customer service representative was willing to help me if I would purchase the $150 service from them. The representative that offered that service claimed that the only way I would be able to use the malfunctioning software that I needed would be by making that purchase. Another lie that I was told was that they did not have an American based customer service person that I could talk to, when in fact the first 2 times that I was hung up on it was by American representatives.

Desired Settlement: Honestly would really prefer to just be helped with my technical issue that I am having with the product that I purchased. Or a replacement would be fine as well.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our technical support representatives and they performed some basic troubleshooting to diagnose what is problem of the computer. Unfortunately after the troubleshooting they found out that there is already a problem with the Flash Air SD card of our customer. They were advised to file claim on our website at ************************ At this time we consider this matter closed.

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My computer has displayed a defect after two months of extremely light use and the warranty is not being honored. I bought a Toshiba laptop from ******* in ******* ** on 2/1/15 for $201. The product number is ************* and serial number *********. Half of the computer screen ceased to work after two months on approximately 4/2/15. My ticket number with Toshiba is ***************. ******* (who would not take back because it was past 14 days) said that it is a defect and it is some sort of connection issue with the screen. There is no damage and no damage has been done to the laptop. It is in pristine condition. I have been told that the issue is not covered under the warranty. It will cost $390 to fix. I have been told by Toshiba that there is no one that I can speak to about this issue and that they get calls on issues like this "all the time." It seems as if NOTHING is covered under the warranty.

Desired Settlement: I would like a refund for what I paid. I paid $201 and I do not wish to get a replacement. Clearly, it is an inferior product and I wish to never buy a Toshiba product again. They have terrible products and customer service that is even worse.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representatives and was advised that the computer needs to send to our depot repair facility for further diagnosis. Our customer agreed and accepted that offer. Our customer will receive an email notification to complete the repair order. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

I was contacted by a Toshiba representative. They called late last Friday afternoon. I was questioned about the computer. I got the impression that the questions asked implied that I have misused the product. I was told by a repair center associate that the warranty basically assumes the consumer has misused the product and they will be charged. The warranty is not often upheld. My worry is that I am going to send in my laptop and they are going to say that the computer was been dropped, misused, etc. and I will be responsible to pay the repair cost. The repair cost is twice the cost of the laptop.

I was not offered the option to get a refund. When I initially filed this complaint, my preferred resolution was to get a refund. I am thoroughly displeased with Toshiba and the product. I do not consider this case closed until I either get a refund OR the laptop is fixed without a fee. 

Regards,

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



Business Response:

A Toshiba America Information System (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we will send her computer to our Toshiba engineers to have it fixed. TAIS will send a free box that our customer can use sending her computer to our repair facility. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

4/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Satellite ********* Laptop on August 29th 2014 for $400 at ****** *****. As I used the laptop, I began to notice the hinge becoming raised as I closed the screen. I have seen on the internet this is a common problem with Toshiba Laptops, the hinge becomes dislodged from the unit due to poor manufacturing. Additionally, the laptop has daily blue screen of death errors. The RAM fails a Memtest86 test indicating bad RAM. Since the unit is under warranty, I went through the process of getting a repair even though I could probably repair myself and avoid the inconvenience of not having the laptop. I am unhappy that I had to pay the $30 shipping charge. I have never paid shipping on a warranty claim before with other companies. I was contacted this morning by the customer service specialist at the repair ***** in *************** *******. She informed me that ANY damage related to the hinges is considered customer induced damage which will cost $70 to fix. I told her that the laptop was never damaged or mishandled and asked her if there was any cracking or indication of accidental damage. She told me there was not and that the hinges are known to be prone to breaking even when opening and closing the laptop normally. I told her this should be covered under the warranty since it is normal use. If the hinges break while opening and closing the unit, they are clearly defective. She said there was nothing she could do but give me the Toshiba tech support number. Even worse, they have not found anything wrong with the RAM while conducting their testing and may not replace it. The people I have spoken to at the tech support line are adamant hinge damage must be caused by the customer. Based on the other customer complaints online and my experience this is incorrect, but cannot contact anyone outside of the repair department.

Desired Settlement: $100 to repair a $400 item for defects which should be covered under warranty is ridiculous. I want RAM in the laptop that passes a direct boot memory test (Memtest86 or an equivalent) and does not cause Windows to crash to blue screens. I want the hinge fixed since it broke due to being defective within the warranty period. It would be nice if this could be done while the laptop is still at the service center, but if it does get returned to me defective, I would like it to be done without incurring another shipping fee.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has informed our customer that we have reviewed his complaint and after doing a research we found out that his computer was repaired by our ***** repair facility and it is in-transit going to his location under FedEx tracking number ************ and estimated delivery (Tues 04/21/2105 by 4:30pm). TAIS has advised our customer that gives us a call in case he will receive the unit with any issues or problem. Our customer agreed to that. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from Toshiba.com. it was a 3 terabyte hard drive from my computer. I found a deal online that reduced the price of the drive to $51 + Tax and Shipping ($62.00) overall. I received an email confirmation for the order. I even talked to a live support rep 20 minutes after placing the order to confirm the order was placed and processing, which I was told it was. I got an email confirming the chat. Two days later, in the middle of the night, I received an email saying the order was canceled. The email stated that the promo code I used was not supposed to be valid with the item I bought and because of it, the price cannot be honored and the order was canceled. I was blamed for their engineer/website manager's mistake. If the promo code was not supposed to be valid with certain products, then they should have made sure of it themselves. Instead, they put the blame on the customer stating that since I was not supposed to be able to use the code with the 3TB hard drive, that its my fault the order is being canceled. I spent an hour with Live chat today who reconfirmed the order had been canceled and not honored even though it was their mistake. I was encouraged to call their support number for further assistance. I called their customer support line today and spent 2 hours talking to the rep and their supervisor. Neither were able to help me at all. Although nice, their support was limited to reiterating that even though their website engineer messed up, they are cancelling MY order because if it. I get to suffer the consequence of THEIR mistake. So, not only have they created a situation where they inconvenienced me because of their mistake, but they are costing me more time and money just to try and figure out what happened. At the end of the day, the issue was theirs. The mistake was on their end, and they should accept those consequences. Their processor, ******, took funds out of my account that are now unusable. All because of Toshiba's mistake.

Desired Settlement: Honor the order that was placed. Its not my problem their website engineer messed up. I took advantage of what I thought was a great deal on a company's item I would have never even given a thought about otherwise. They messed up, not me.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was sent an email regarding to this information. They were advised that the order attempted to utilize a coupon code cannot be combined with other discounts or used on special promotions or clearance items pursuant to Toshiba’s published Terms and Conditions. The item(s) ordered were already subject to a special promotion and therefore the usage of his coupon cannot be honored. Our customer was informed that the order has been canceled due to this 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.

To Whom It May Concern,

I never denied receiving the email you described.  As a matter of fact, I referred to it in the original complaint. Something our esteemed Toshiba "Rep" seems to have neglected to read through. Although it's really nice you consider the matter closed, I Don't.  Yes, you sent me an email saying the promo code was not supposed to work with the hard drive I picked.  That still doesn't answer why it DID work when it wasn't supposed to.  Its amazing all this "rep" did was regurgitate the same line the online chat rep, and the phone rep gave. You offered no explanation of value, nor any way to rectify the situation.  Again, if the code was not supposed to work with the product I picked, why DID it work?  Why did the same code not work on another product I looked at with a message saying "this code can't be used with this item" but it worked just fine on the item I was looking to buy.  That's not my problem the code worked. That is on your engineer/site manager/code monkey or whatever you want to call them, but it is certainly not mine.  I checked out and ****** took my money and held it for 3 days.  That was 3 days time and money lost. YOU inconvenienced ME because of it.  Your site engineer, your support reps, and now you are costing me by conducting horrible business.  Does anyone at Toshiba even know what good business is? Or did everyone that did know what that was leave a few years ago and that explains why Toshiba isn't anywhere near the Top 3 PC manufacturers worldwide?  I'm going to go with the latter, because Toshiba has been steadily swirling down the drain for a while now.  Tell me, when an employee makes a mistake, is it normal practice to inconvenience your customers because of it instead of taking the hit and potentially gaining happy customers? Or do you like losing market share to *****, ******, and *******? I would like all these questions answered, or at the very least, answer my original question with more thought put into it than that pathetic excuse of a response your "rep" sent.  Your company was in the wrong, you guys screwed up.  This business model will not end well for you.  You should be looking to appease customers and take responsibility for your own problems, not put the ownership of the problem back on the customers that you have been losing in droves the past several years.  Give me a proper answer, one that makes sense.

Thank you,

****

P.S. My best friend in college is a writer on *** *****.  She told me to let her know how my complaint goes, as she wants to include it in a piece on the blog's opinion section. Something about bad business practices that are bringing down once mighty PC manufacturers (Like ****, since you two are in the same boat). You are providing some stellar material for it, so keep it up! :)

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was sent an email regarding to this information. They were advised that the order attempted to utilize a coupon code cannot be combined with other discounts or used on special promotions or clearance items pursuant to Toshiba’s published Terms and Conditions. The item(s) ordered were already subject to a special promotion and therefore the usage of his coupon cannot be honored. Our customer was informed that the order has been canceled due to this information.

 

Toshiba reserves the right to review all orders before they are accepted. Acceptance of an order is at the sole discretion of Toshiba and an order is not accepted until the order ships. When the order was reviewed, it was determined that the order contained a coupon that was not valid with the current website promotion for that product. The coupon code used, APRSAVINGS, states in the Terms and Conditions that it is valid on regularly priced Toshiba branded products. The item purchased was heavily discounted and therefore, the coupon code could not be combined with website promotion.

Once this was determined to be the case, the customer was notified that the order was cancelled and the order could be placed as the current web price, but the coupon could not be applied. We apologize for any inconvenience this has caused and appreciate your interest in Toshiba. However, we will not offer the product at the reduced price plus coupon discount.

 

Please see the attached document of the promotion that clearly states the terms do not allow this to be combined with other coupons or promotions. At this time we consider this matter closed.

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get a warranty repair on my tv from toshiba. *** **** will not work started on 2/25/15 contacted customer support,Reference #*************** Authorization#*********** board replacement. This phone conversation was supposed to be customer support. My phone call lasted for 82 minutes total on several different calls and return calls 6 different calls from a man named *****. In this time period I was required to provide credit information to pay a fee of $35 for support. Decision was made toshibe would replace main board. A person called **** contacted me from the ******** ******* ******** he stated he would arrange a repair man for the job upon receiving the main board. this was on 2/26/15 at 1:10 pm p***uct ship date was back ordered expected ship date 3/10/15. I was told by ***** once again not to worry they were in charge and would take care of the issues. If the p***uct was not in by 3/28/15 I would be able to esculate the case for replacement at that time. I received a email which stated the board was backordered again expected date 3/28/15. I then called on 3/31/15 to find out the next process. I called and spoke with a man calling himself ***** but I could recogize his voice to be ***** and he corrected himself. I was now being told the backorder would be on 4/21/15 and rest assured they were on top of this. I asked to esculate this and he was very reluctant and very reassuring the main board would be in. He aggreed to esculate case and would call back with case manager and next process within 15 minutes case #***************. We started this phone conversation at 2:29 pm after no return phone call yet with information at 4:30 pm I returned another phone call and spoke with a person that addressed herself as *** this conversation lasted from 4:30 to 5:10 pm when I had to leave for my family event. During this phone call was when I addressed I felt this was a scam and they had know interest of handling my problem.

Desired Settlement: replacement or refund I believe this is a scam and they have my credit information they will not fix the problem nor will they give me a contact number or person to verify if this is actually real. The support team refuses to provide any information requested. Thank you ***** *****

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research this case was forwarded to our Order Desk Department and one of the representatives has been contacted our customer to discuss about replacement or refund of the unit. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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



Regards,

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

Yes I have been contacted, and provided with 3 options. 1. a refurbishbished tv open box floor model etc. 2. a new 50" tv that would not be a smart tv and considerably less than what I have, 1/2 price. 3. a prorated refund, the amount they did provide yesterday 4/9/15 in the amount of $821.41 Full market value they say and less than my purchase which was $1070.00.

My warranty states the tv to be replaced with new and they will not provide anywhere in the warranty where it states anything about a prorated warranty. This tv lasted 13 weeks and 2 days according to the offer this cost me $4.62 a day to use. They quit making tvs and apparently believe it will not be necessary to make warranty repairs.

I have discussed this with my wife last night 4/9/15 and we choose to take the amount of $821.41 when they contact us back. At this time it is not settled I do not have a check in hand and they want our tv. This tv will only be provided after payment has been made and check has cleared our bank. We do not trust Toshiba to take any of this very serious.

We feel that we should be paid in full or be provided with something new or better. They did say they would extend the warranty on the refurbished tv for a full year. I said no thank you, you are unable to repair our tv we presently own, I would wonder what ******* would be available a year from now. The 3 different options we feel were not much to consider. Thank You

 

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research this case was forwarded to our Order Desk Department and one of the representatives has been contacted our customer to discuss about replacement or refund of the unit. Our customer accepted the refund check and he was advised that he will receive that within 6-8weeks. 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,

******* *****
No I did not accept that offer, the only way for me to get a check was to turn over my tv to a shipping company in 7 to 10 days. When the tv reached a warehouse I was told there would be a check written in 6 to 8 weeks. I did not agree to this for the reason that once I lost control of my tv there would be nothing for me to bargain with or trust.  They would not provide a signed written document stating exactly what would take place so I did not accept the offer.

In the meantime, ironically, the main board which is the part I was waiting for was delivered a ******* repair man replaced the board. At first he was unwilling to wait to actually see if the board resolved my issue but after several words and 2 hours later the smart portion of my smart tv was working. The ******* portion of the tv still has a few hicups dropped reception or movie viewing but it is working. This is a far better option than sending my tv with a trucking company without a signed written agreement that both parties agree to and then possibly receive a check in 6 to 8 weeks. I will continue to use as is as long as the tv will continue to function as is.

Thanks for your help in a helpless situation but I do not believe our laws apply to Toshiba Corp


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research this case was forwarded to our Order Desk Department and one of the representatives has been contacted our customer to discuss about replacement or refund for the unit. For the inconvenience and the delays that has cause. Our representative offered all the possible options for his unit and explained all the process. However our customer declined our entire offer. According to our customer his unit was already repaired in accordance to the standard limited 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 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,

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

4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the product in December 2014. By early February 2015, the hard drive crashed. I had to pay $30 to send the product to Toshiba's repair center. I received the product back approximately a week and a half later and was informed a new hard drive was installed. Upon further use of the device, it became apparent that the product was much slower, and would freeze/crash when using a ********* Office product (specifically, Excel). In addition, it took a long time to log onto the computer, and the battery appeared defective as the device would automatically shut off soon after turning it on with a full battery. Each time this happened, I was taken to the Set-Up screen before ********* would even launch to input the date and time. We called back customer service and after several hours of complaining about how this was a NEW issue since the hard drive was replaced, they told us to send the product back tot he same repair facility. This was the email the repair facility sent us: "Your computer has been tested here at the Toshiba Service Center and we have been unable to duplicate the problems with your computer. Your computer has passed factory performance and quality tests and appears to be working correctly. If you can provide us more detail information, perhaps it could help us find the resolution. Please contact us by replying to this email within 3 business days. Otherwise, we will have to ship your notebook back. In case there is any software/operating system/drivers conflict, do we have your permission to reload the operating system? Be noted that all data will be wiped and the OS will be restored as original configuration. If you have backup your data before sending the notebook for repair there will be no concern Best Regards, ****** *. Customer Service Repair Center Phone Number ###-###-####" We received the product back for the second time and now the battery is loose. So, we believe that the repair center has sent us back a worse product twice.

Desired Settlement: I would like to return the product and get a full refund. I am not asking for the $100 I spent on ********* Office products that I had to install twice on this computer.

Business Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

We have received ZERO attempts by Toshiba to contact us to resolve our matter as detailed in the BBB complaint. We have received no emails, no telephone calls, and no mailings. I am sure this is a common response for them to back out of responsible business dealings when a complaint has been filed. I am disgusted. There is no resolution at this point.]

Regards,

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



Business Response:

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

TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call her to discuss about the replacement of her computer. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

4/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My mother bought my daughter a toshiba laptop. When it arrived we tried to set it up. We were unsuccessful. We kept trying to set up the computer but it would not work.. it didn't connect to the internet we kept getting "this page is no longer available." I called toshiba because my daughter has two small children and didn't have time to be on the phone for a long period of time. I contacted tech support and was told, after letting them take control of the computer, that the computer was loaded with viruses, malware, spyware. I asked how this was possible given it was a new computer and we couldn't get online. I was told that the hackers are smarter and smarter. I was asked to pay 159.95 dollars because this problem was not covered under their warranty. only hardware problems are covered. I paid the money by credit card. I was on the phone for about four hours and was told not to use the computer until the screen cleared. the next day, we still couldn't get online so we called again. this time ***** told me that there were junk files on the computer that the other tech didn't clear. so he cleared them, another four hours and the rest of the day to fix that. the next day, the computer still did not work. i contacted my credit card company to dispute the 159.95 charge because we cannot keep staying on the phone for hours and the computer was in just as bad shape as when they tried to fix it the first two times. Toshiba told me i had three tech calls to use before my 159.95 expired. I was also told that if i did not use the last phone call, they would refund my money. this can be verified with ******* *** ****** **** **. who contacted Toshiba when i disputed the charge. My mother, who paid for the computer is also disputing the fact that the brand new computer does not work and is currently filing a complaint with her credit card company and the BBB. Thank you for your time and for listening .

Desired Settlement: I would like to have the money i paid toshiba - the 159.95 - credited back to my credit card or they can send me a check. we don't understand how a brand new computer could have so many problems that we have to pay for to fix!

Consumer Response:

Hello, my name is ***** ********* and i filed a complaint against Toshiba.  Toshiba contacted me and agreed to refund my money.  Thank you for your help in resolving this matter.  You are the best!

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,

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

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly called business technical dept requesting label to mail computer and advised that could not I had to print out the label but website I purchased laptop on 02/07/15 from Office Depot and on 04/03/15 I received a system warning stating that I need to turn off computer immediately and return to service. I have been trying to return my laptop to toshiba for repair but because their system is not functioning it is not allowing me to print a ship self label and when I call about the issue I am constantly being told that they can send me a prepaid label for $29.99. I should not have to be penalized for your website having issues and as a courtesy a label should be sent at no cost

Desired Settlement: I am wanting a prepaid label sent at no cost to me because of their website having issues should not inconvenience me from sending a self ship box to have my computer repaired and constantly being told the samething over and over

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. Advised our customer that I will create a prepaid shipping label and send it thru her email address, however our customer has informed us that she was able to print the self-shipping label and shipped the unit going to our repair facility yesterday. Since the unit was shipped out going to our repair facility advised our customer that we will monitor the repair process by our technicians and give an update. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 11 2014 I bought a Toshiba Satellite Pro C55t-A computer with windows 8.1 and serial number ********* from *******. In June I noticed that sometimes when I stroked the keys the letters did not translate to the screen. By July it was a big problem as I had to keep changing passwords and I got lcked out of my bank account. Because it was still under warranty, They offered t repairit at cost of $30.00 shipping fee. (By the way, I am usng the computer now so you can see how random lettes and spacing are skipped.) In Oct I had to send the computer back again for the same problem at a cost of $30.00 again. It was returned to me on Nov 10 repaired. In Jan I was locked out of my accounts again and called to request a replacement computer as this one needed repair again for the third time within 10 months. They refused the replacement but repared it for free shipping and returned it Feb 24. As you can see the computer is not working ain and my warranty will soon runout. I do not want them to fix it I want it replaced.

Desired Settlement: This computer is a lemon and should be replaced with a new warrenty.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and has advised that her computer will be send to our VIP repair facility wherein our Toshiba Engineers will be doing diagnostics and apply the fix for the unit. Currently the computer is in-transit going to our repair facility under Fed-Ex tracking 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.

This "VIP " facility is the same one that the computer was sent to 3 prior times with the same results. They know that this is a lemon and are biding time for the warranty to expire. I will be going to the news station to expose their responses to a senior citizen consumer.

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will provide a replacement for her computer. We will wait for the unit to ship it back to her and that is the time we will forward the case to our order desk department to discuss the process of the replacement. Our customer agreed to that. TAIS has advised our customer that we will monitor the shipment of the unit as well. Advised our customer she can contact us if they have any questions or concern at ###-###-####. At this time we consider this matter closed.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Satellite laptop; months after doing so, it lost all power without warning during normal use, and would not restart. I followed Toshiba's warranty process and sent it to their depot repair facility in *************** Indiana, at my own shipping cost. They "repaired" the computer by replacing the motherboard, wiping the hard drive in the process. A couple of weeks later, the computer suddenly lost power again, in exactly the same way as before. In calls to Toshiba, representatives did not give credence to my concern that the laptop itself was defective, and my very reasonable concern that, if the computer was fixed again, the same issue could arise and cause me to lose all data without warning. I need to be able to rely on my computer, and representatives are not making me feel like I will be able to trust the product not to fail after a second round of repairs (and even more wear and tear during the shipping process). Customer service representatives did not assure me that, if the repair depot found the same issue, Toshiba would replace the product -- but they should. This issue is compounded because of the unexpected nature of the product failure -- when it breaks, there is no warning -- so having the laptop power on and appearing to work will not reassure me that it won't experience the same issue in the near future.

Desired Settlement: Replacement -- the nature of this issue calls for a new product. Toshiba needs to stand behind their product and ensure that I can trust their technology, and nothing short of replacement will convince me that the computer is safe.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case manager representatives and was informed that replace is not the option however they provided a repair for the unit in accordance to the standard limited warranty of the computer and advised that our technicians will diagnose the problem and have it repaired. The unit was received in our facility last 04/06/2015 and currently the repair status of the unit is waiting for the parts to be delivered. At this time we consider this matter closed.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Co. wants to charge for technical support with software pre-install on the computer. A program pre-installed on the computer (********* Trial) is interfering with the ********* program I installed. I called for instructions on how to remove the pre-installed version and they want me to pay 40.00 for a service call to have something removed that was installed by the manufacturer. The tech (******) suggest that I not uninstall program as this may produce other problems and if I reset I will have the same problem. He claims there is a 90 period for which software support is provided free of charge. And I could understand that if I had call for help to install a program. But this trail program is a subscription with a monthly fee so why would I want this? And now I find the only way to have it removed is for him to have to access my computer for a fee of 40.00. The serial # on the computer is *********. My call reference# is ***************.

Desired Settlement: Have to program uninstalled at no charge so that i can use my free program.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our Technical support Department and she will be receiving a call from one of our Technical support representatives for them to perform troubleshooting over the phone to diagnose and fix the issue of the  unit. Our customer agreed to that. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.   

I was contact by a service technician from Toshiba who removed the unwanted program free of charge.  I was happy with the outcome and consider this case regarding the ********* 365 program  complaint resolved.

Regards,

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

4/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Toshiba Satellite laptop in May of 2013. The hard drive crashed eleven (11) months later while under warranty. After paying for shipping it back to the manufacturer I received it two weeks later in which the hard drive was replaced and in working condition. However, to pay an outside computer repair company $200 to reinstall all of the lost programs and files. It subsequently crashed two (2) months later. We contacted customer service and they referred us to an official Toshiba repair center of which we paid to ship it to. They determined the hard drive was defective and we did not have to pay for the cost of repair. However, I again had to wait two weeks and return it to my local computer repair company of which I had to again pay for the reinstallation of programs and lost files. Seven (7) months later the hard drive is failing again per the diagnosis of my local computer repair company. I have contacted the highest escalations of customer service and executive corporate customer service with the same resolve, which is to be referred to a licensed repair for diagnosis and no reimbursement of diagnostic fees. They told me it would be a "nominal fee" of $140 to diagnose it with one of their official computer repair facilities and did not assure me that they would reimburse needed repair fees. I contacted Toshiba America directly and was told by the main operator as was told by all reps, I could not speak to their superiors. She even told me I could not speak to her supervisor. I feel this computer is a lemon and I am extremely upset in which this was handled as well as with the result.

Desired Settlement: Compensation of original purchase price or value or product.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer was out of warranty since 05/11/2014 however, TAIS has been provided and process a *** repair last 06/23/2014 as a onetime courtesy repair for our customer's unit and it was shipped back repaired last 07/15/2014 under FedEx tracking number. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.

Consumer Response: 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 computer was NOT out of warranty in April of 2014 when the hard drive crashed and the "courtesy" repair was provided because the hard drive crashed again only two months later!  I should think a business would practice good customer service by admitting the problem to not be repaired if the computer fails again and again in such a short period of time.   The hard drive in which it was replaced with only subsequently lasted seven months, which is unacceptable and after THREE TIMES in less than two years there is something wrong with the product or the quality of the hard drives as not ONE in three lasted a 12 months. Therefore, based on the original repair under warranty the problem should have been fixed and was not for an acceptable time period.   You don't REPAIR something if it breaks again and again only after a short time.  I do NOT consider the problem resolved.  



Regards,

***** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer was out of warranty since 05/11/2014 however, TAIS has been provided and process a *** repair last 06/23/2014 as a onetime courtesy repair for our customer’s unit and it was shipped back repaired last 07/15/2014 under FedEx tracking number and our customer was able to use it for seven (7) months without any issues/problem because Toshiba didn’t receive any reports within that time after the onetime repair provided. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s computer was out of warranty since 05/11/2014 however, TAIS has been provided and process a *** repair last 06/23/2014 as a onetime courtesy repair for our customer’s unit and it was shipped back repaired last 07/15/2014 under FedEx tracking number ************ and our customer was able to use it for seven (7) months without any issues/problem because Toshiba didn’t receive any reports within that time after the onetime repair provided. The problems reoccurred outside the standard warranty of the unit and TAIS only provides a 1year warranty service. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.

4/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In April, 2014 I purchased A Toshiba Canvio external hard drive. The drive was faulty and returned for replacement 6 weeks later. Despite dozens of email reminders no replacement was ever received. No longer requiring the drive I requested a refund in September. Toshiba America Information Systems has agreed to a refund but refuses to mail to a Canadian address. Despite dozens of emails there has been no resolution to this issue

Desired Settlement: A complete refund of the amount paid. US $218.04 (original purchase price including taxes, excluding shipping)

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer‘s request for refund was approved. However, our customer needs to provide a U.S mailing address to release the refund amount. If the customer has any questions or concern they may contact Toshiba Acclaim support at 888-592-0944. 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 provided Toshiba with a valid mail address. Their insistence on me acquiring a US address to receive a refund  is wholly unreasonable.
Indeed, they have been unable to provide any reason, other than "this is not our process". Requiring me to obtain a US address a considerable
burden and needless exercise given the many simple methods available in providing a refund.

Regards,

**** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund for the Toshiba Canvio External Hard Drive can only be released to a valid U.S mailing address. . If the customer has any questions or concern they may contact Toshiba Acclaim support 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 company has offered no reasonable solution and continues to refuse to mail refund

Regards,

**** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund for the Toshiba Canvio External Hard Drive can only be released to a valid U.S mailing address. Toshiba Limited Warranty: This Limited Warranty commences on the date of purchase and expires one (1) year after the date of purchase and covers the product for warranty service required within the country where the Product was originally purchased and is extended only to the original purchaser and only covers product purchased as new. If the customer has any questions or concern they may contact Toshiba Acclaim support at ###-###-####. At this time we consider this matter closed.

Consumer Response: Yes, the company *** ***** * ***** ** *** **** was aware the destination was Canada.
They, like ****** *** **** **, and many others, collect local taxes so the shipment arrives
without any C.O.D. charges

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund was processed and currently we are just waiting for the amount to be release and send to the address that was provided by our BBB. At this time we consider this matter closed.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund was processed 02/20/2015 and currently we are just waiting for the amount to be release and send to the address that was provided by our BBB with 7-10 business days. At this time we consider this matter closed.

Consumer Response: Have not received anything from Toshiba, matter is not resolved.
**

Better Business Bureau:

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



Regards,

**** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund was processed 02/20/2015 and it was completed last 02/27/2015 to the address that was provided by our BBB. At this time we consider this matter closed.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the refund was processed 02/20/2015 and it was completed last 02/27/2015 on our system. The record is already in the bank and they will receive it estimated 5-7 business days. At this time we consider this matter closed.

 

Business Response: Refund sent and received from company. Sending to consumer today via certified mail (see attachment) 

4/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/28/2015, I placed an order for a replacement power adapter for a laptop through their online ordering system, using ********, speaking with ********. Within 10 minutes, I realized that I had ordered the wrong product and called to correct the order, and again reached ********. I was told that the item had already been shipped, when the page clearly stated estimated ship date was 3/31/2015, but again was told nothing could be done, and that I should call back Monday, 3/30 at 5am PST to reach a supervisor or manager to assist with this problem. I called on 3/30 at 5:20, and the customer service rep *****, told me there were no managers or supervisors available, much less in the building, and they would arrive "some time today" with no finite time frame. Explained again, just wanted to change the order for the correct part, as it STILL was in process, and HAD NOT SHIPPED at this point, and was told, no, can't be done. He said the only thing he could do was send a message to shipping to cancel the order with no guarantees, or we should wait the 2 weeks for the delivery, fill out the RMA and return the unit, before we could be refunded, and meanwhile we could order the correct one at any time while waiting, which is unacceptable.

Desired Settlement: I would like the order to simply be corrected to ship the correct power supply ************ 90 Watt adapter, instead of power supply ************ 120 Watt adapter, and be done.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer placed the order online last 03/28/2015 at 3:59pm PST and the order released from the warehouse the same day at 4:11pm PST. Our customer was advised that his order had already processed and unable to cancel or make changes. Our customer was advised that he could place a new order for the correct adapter and just return the incorrect one that he processed online for refund. At this time we consider this matter closed.

4/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The laptop that I purchased just August started to make a loud noise whenever the fan starts to run. Called customer service with reference no. ******************. I am asking for a backup computer that they can loan me. Nothing was prvided. And still have to pay for shipping cost. I am asking that they provide me with a loaner computer since this is my work. Thank You for your help.

Desired Settlement: loaner laptop

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and has informed that Toshiba did not provide a loaner computer in accordance to the standard limited warranty. Our representative created a depot repair order for the unit and currently our customer is waiting for the box that they can use sending their computer to our depot repair facility to have it diagnose and fixed under FedEx tracking number ************. At this time we consider this matter closed.

4/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On Jan.27th of this year I purchased a Toshiba Laptop.It worked until March 18th. From then on it had to have the Hard drive deleted 3 times. After at least 6 phone call to the help center in the Philipines,I was told the Computer had to be sent somewhere to repair at MY EXPENCE. I said NO. I paid for it and I want it to work as it should ! I no longer want this piece of #$%^%$#@.I want a new one or my money back!

Desired Settlement: Replace this one with a new one or refund the full purchase price of 250.- $.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer via email. TAIS has apologized for the inconvenience our customer has experienced. TAIS offered free shipping to send the computer to our repair facility. TAIS has informed our customer how to complete the order online, for him to receive a box together with the packing slip that he can use in sending the unit to our depot repair facility. Our customer completed the order last 04/06/2015. If the customer has any questions or concern they may contact us ###-###-####. At his 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,

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

4/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Laptop I purchased has a defective DVD player...from first attempt did not work? (It was 45-days before I tried, first time). TOSHIBA acknowledges the hardware defect, but denied my request for product replacement, offering only attempt to repair, with transportation for repair at my expense. I refused, explaining the defect existed "out of box" and it was unfair to ask me to be without a computer for weeks and pay shipping costs for repair on a computer that was defective when purchased. They were unfairly applying a warranty phrase "in its sole discretion" to provide only a repair remedy for a new product defect, and totally disregarding the term "replace the product" in the warranty. I find this attitude and settlement position totally unsatisfactory!!!

Desired Settlement: TOSHIBA ship me a replacement laptop, with paid return shipping label for me to return the defective laptop upon receipt if the replacement (under TOSHIBA own 10-day return policy).

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and has advised that the computer need to send to our depot repair facility to diagnose the unit physically. However our customer declined that option. Our representatives explained the coverage of the standard limited warranty of the computer and the entitlements sending it to our depot repair facility to have it repaired. 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 made it clear to everyone involved in my complaint to the manufacturer's customer service center that sending my "out of box" defective product back for repair and loss of use for that period of time.... is totally unacceptable!  Their own remote analysis concluded the defect existed.  The defective component is independent of all basic computer functions and allows me basic continued product use without interruption if only they would ship me a replacement item with return shipping label for return if the defective item.  Since this defect obviously existed at time if purchase and is fully covered by warranty why should I be denied product use for an extended/undetermined time as a result of a manufacturer's off the shelf defective product?  This manufacture's application if its own product warranty (in my case) renders it practically useless!  I respectfully request my remedy and resolution be honored in full.  In the past decade I've had a total of seven of this manufactures' products in my home.  Must this end?  

  

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research, our customer spoke with one of our case managers and was advised that the computer needs to be sent to our depot repair facility to diagnose the unit physically and have it fixed in accordance to the standard limited warranty of the unit. TAIS has informed our customer that a replacement is not an option and every Toshiba unit comes with a Standard Limited Warranty, any issues or problems that will happen to the unit as long as it is covered by the warranty it will be repaired.  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 wish to inform TOSHIBA their product warranty and retailing ethics on matters "right out of the box" defective products is an absolute "farce" and if any prospective customer take the time to read it they would never purchase a TOSHIBA product.  I or my family (and maybe friends) will never purchase another TOSHIBA product, and I will always discourage retailers and electronic customers to avoid TOSHIBA products as long as I live. 

Regards,

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



4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have attempted to contact the eastern sales division team regarding this situation. I have emailed them all twice with no response. My complaint is below and I am highly unsatisfied with Toshiba. I purchased a Toshiba encore tablet through Toshibas **** store in november. I received the product and it appeared to be fine. All of a sudden the tablet would not hold a charge and the charging port is fried. There is no light indicator showing it is charging and it will not even turn on. I contacted the Toshiba **** store in which I got an automated reply that they were away at that time. After numerous messages to the store, i finally recieved a message back saying I needed to call the tech support number. So by the time I was instructed to call the tech support number, tech support tells me I am out of warranty and need to speak with a 3rd party company. I call this 3rd party company (who is supposedly contracted out through Toshiba) and they tell me that I will have to pay a couple a hundred dollars for them to see if they can fix this issue. Which is absolutely absurd that I would pay more to have the tablet fixed then it cost me to purchase it. Not to mention since Toshibas **** store took so long to get back with me it ended up being out of warranty after being only used once, seems ridiculous. This product should not have malfunctioned in the short time I had it. All I would like is for Toshiba to fix the tablet or send me another one without cost since this is a manufacturer issue not a consumer issue. If someone could please get with me I would really appreciate it.

Desired Settlement: I would like the tablet repaired at no cost or a refund since this a manufacturing issue. I think its obsurd that I would be required to pay a couple hundred dollars through a third party to have it fixed since Toshiba sent me a product that was defective.

Business Response:

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

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 attempted to call the number provided and the only option available was to leave a message. Which I did on 3/23/15 and there has been no return phone call. 
The serial number for the product is ********* and the order was placed under my wife's name Nichole Barnes. The item number is ************** if that is needed as well. I don't appreciate Toshiba just trying to push this case aside as if you do not have time to address this issue. I know Toshiba does a lot of business and makes a lot of money so I do not understand why you cannot help fix this tablet or issue a refund for something that cost less than  $200 when it is a manufacturer issue.
Regards,

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



Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. After doing a research, our customer purchased a refurbished unit last 11/17/2014 that came with a 90day warranty and based on our system it showed the details of the unit that the warranty already expired last 02/15/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance.

Our customer can contact Toshiba Repair Services at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

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

Toshiba did not even read the complaint I have listed here on BBB. In my complain I specifically stated that I tried to reach out to Toshiba when I had issues multiple times when it was still in warranty through toshibas **** site because that is where I bought it. Due to Toshibas **** site not getting back with me about this issue it was out of warranty. When I call your repair service number it is through a 3rd party company not associated with Toshiba asking me to pay a couple hundred dollars just for them to look at it which is more than I paid for the product. So, first my tablet was having issues due to manufacturing problems and then it became out of warranty to be fixed because Toshiba themselves did not get back to me on fixing it. Conveniently by the time they did it was no long in warranty. Now I  just getting automated responses because Toshiba clearly did not read my original complaint. I can assure you I will not buy any Toshiba product again due to its manufacturing and the companies horrible customer service. 

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records on our system under our customer’s information and according to our customer they contacted the Toshiba **** site which TAIS has no ability to access or manage their system where our customer purchased a refurbished unit last 11/17/2014 that comes with a 90day warranty. Based in our system showing the details of the unit the warranty already expired last 02/15/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance.

Our customer can contact Toshiba Repair Services 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.

Again, Toshiba has not read my original complaint. I wil l not accept any offer unless it is a full refund of the product I purchased or an offer to have the table fixed. I have copied my answer to the previous message and pasted it below which summarizes my complaint. I am not customer who just talks a bunch of talk, when I say I will never buy a Toshiba product again, I mean it! 

Toshiba did not even read the complaint I have listed here on BBB. In my complain I specifically stated that I tried to reach out to Toshiba when I had issues multiple times when it was still in warranty through toshibas **** site because that is where I bought it. Due to Toshibas **** site not getting back with me about this issue it was out of warranty. When I call your repair service number it is through a 3rd party company not associated with Toshiba asking me to pay a couple hundred dollars just for them to look at it which is more than I paid for the product. So, first my tablet was having issues due to manufacturing problems and then it became out of warranty to be fixed because Toshiba themselves did not get back to me on fixing it. Conveniently by the time they did it was no long in warranty. Now I  just getting automated responses because Toshiba clearly did not read my original complaint. I can assure you I will not buy any Toshiba product again due to its manufacturing and the companies horrible customer service. 
Regards,

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



4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I purchased a laptop computer in August 2014. The computer's cooling system failed in February 2015. As it was still under warranty, I contacted Toshiba on February 11, 2015 to schedule a repair. It took me three phone calls to their customer assistance line to even get someone to authorize the repair. I was advised that the repair process would take 7-10 business days. It is now March 13, 2015, and my laptop still has not been repaired. After three additional phone calls (totaling hours of time being placed on hold), I was advised by ****** (employee ID ******) that they did not even expect to receive the part required to begin to repair my laptop until March 18, 2015. I demanded a replacement laptop due to unreasonable length of time that the repair was taking, and I was advised that was not possible until they received the part on March 18, 2015, evaluated whether or not they could make the repair, and then it would take another 7-10 days for them to review the case and decide if they would provide a replacement.

 

My laptop's cooling system failed only 6 months after I purchased it. I contacted Toshiba to schedule a repair pursuant to the warranty on the product. After three phone calls, the repair was finally authorized, and I sent my laptop to the repair facility in Indiana, as directed. I was advised that the process would take 7-20 business days. After 6 weeks, I had to file a complaint with the Better Business Bureau because Toshiba refused to return my computer or provide me with a replacement product. They finally returned my computer to me on March 20, 2015. When I started the computer, I noted that the audio was not functioning properly. I immediately contacted Toshiba to try to resolve the problem. When the problem (which was created by the repair department) was not resolved, I was advised that the only resolution that could be offered was for me to again send my computer back to the place that caused the damage in the first place. I have advised the representatives at Toshiba that this is not a resolution because they already attempted to repair my computer, and instead caused more damage. They refuse to issue me a replacement computer or provide me with a refund of my purchase price and the cost of the failed repair attempt.

Desired Settlement:

Refund-Cash 

Replacement laptop to be delivered to me immediately.

 

Business Response:

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

TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call her to discuss about the replacement of her computer. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

3/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When my Toshiba Satellite laptop had hardware issues while under warranty, I contacted Toshiba and my laptop was sent to ********, a Toshiba repair depot. ******** called, claiming there was damage to the internal screws of my laptop, specifically that the screws were stripped. The laptop had never been serviced before, so any internal damage was done during the repair attempt. ******** demanded $77.39 to replace the screws and ports so my laptop could be repaired for the warranty issues (wi-fi, trackpad). After two weeks of playing the customer service shuffle with Toshiba, hoping they would take responsibility for the damage done by ******** I paid the fee. My time is worth more than their game. Ten days later my laptop was returned. The warranty issues were not fixed (trackpad still does not work, Wi-Fi is worse than when sent). My hard drive was wiped, leaving the only file being a photo of a man I guess is the repair technician. The screws on the underside of my laptop were stripped, and there is a raised divot on laptop below the keyboard, from where a screw was pushed too high from beneath. There were no external stripped screws when the laptop was sent for service. I have disputed the $77.39 charge, since it was unnecessary (if it happened at all) and had no bearing on the repair. Or lack of repair in this case. Whatever they did caused further damaged to the device. Product_Or_Service: Total Parts & Labor - $77.39

Desired Settlement: DesiredSettlementID: Other (requires explanation) ******** needs to reverse the $77.39 'repair' charge.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representatives and has offered to send the computer to our Toshiba Engineers for a VIP repair. Our customer agreed to that offer. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

The ******** repair facility not only damaged my computer, but then charged me for a repair that did not take place as my computer was not repaired upon return. They insisted that in order to fix the device they had to replace the screws and I had to pay for it. Obviously, this was false. The amount I was charged needs to be refunded. I don't see how I can be expected to pay for a service I did not receive. The money I paid in good faith needs to be returned.

Think of it like this - you take your car in for an oil change and they tell you the brakes need to be replaced. So you replace the brakes, but on the drive home they're not working, even though they did when you drove in. The company offers to fix the brakes, but not refund the money you paid to have the brakes fixed. You didn't go in for a brake job, you went in for an oil change. While doing that oil change they damaged your car by destroying your brakes. And now you're paying for it.

What this repair facility is doing is unethical. I'm not the only one that this has happened to. Toshiba needs to seriously consider what kind of outfit they want representing their company. 

Regards,

***** *****



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of our corporate representatives has been in contact with our customer and explained that the one that she paid is for the quoted price due to physical damaged on the unit that was not covered by the standard limited warranty of the computer. Then our repair facility replaced the parts that were needed to be replaced. Our customer received the unit came to our repair facility and they reported that they are still experiencing the same issue, our representative has advised our customer that we can send it again for rework and they processed a VIP repair. Our customer has advised that our Toshiba Engineers who will handle and diagnose the unit physically. The repair was completed and all the issue was addressed, it was already delivered to our customer last 03/06/2015. 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 understand that Toshiba considers the  matter solved after the second repair facility sorted my computer into working order. However, there is still the matter of the monies charged by the original repair facility for a repair that was not done. They did not repair the device - as is evident by the need for the second repair facility - and as such should never have charged me to do so. Any damage they found inside the device was done by the facility. They have gone the step of having the computer repaired, however they still need to reverse the false charge.


Regards,

***** *****



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research there was no false charge in the first repair because after the diagnostic they found out the damaged is not covered by the standard limited warranty of the unit and even the second repair if they found that there is a physical damage that is not covered by the warranty they will send a quoted price to our customer as well however they didn’t because they know our customer already paid to the first repair that was processed and still Toshiba processed the rework/repair for the unit of our customer. The repair was completed and all the issue was addressed, it was already delivered to our customer last 03/06/2015. At this time we consider this matter closed.

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like assistance with my dispute claim against TOSHIBA DIRECT in the amount of $919.99. I have contacted Toshiba several times in reference to my laptop not working properly or in some cases at all. I ordered my laptop online in August 2014, after several delays and phone inquiries the laptop finally arrived Sept 9, 2014. My first call to the company about the laptop not working properly was on Sept 15, 2014. Since that time I have spent numerous hours on the phone with customer service and IT trying to resolve the issues. My Toshiba Satellite S50-******** , serial number ********* has been sent in four times. The fourth time is was sent to ******* Computer where it has been for over one month now, ticket number is ***************. Initially I have been in contact with **** from the Toshiba "BBB", ************, he has not returned my calls for the last several weeks. The last time I spoke to someone they told me that the new hard drive had finally come in and it would be repaired soon. Not sure how much longer I have to wait for this computer to be repaired, replaced or refunded. It has been in my possession less than 50 percent of time since its purchase last August.

Desired Settlement: I am so tired of dealing with this computer and the lack of customer service I want a replacement with a new warranty or a complete refund since I had to purchase a new computer.

Business Response:

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

TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call her to discuss about the replacement of her computer. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a Toshiba 12cell battery for $123.02 on March 1, 2015; Received my product on March 5th; called Cust. Svc. on March 6th and explained that the battery I purchased from toshibadirect.com is defective. Cust. rep had placed a replacement and advised me to go to acclaim.toshiba.com to check on my replacement order Refer# # *************** and Part # PA3727U-1BRS ; I’ve got not email, no phone call, no replacement! I call back Toshiba on Friday, March 13th explain to them what happened and was curious what happened to my replacement, they said there were no replacement ordered. I was on the phone for over an hour being transferred from Sales to Tech to Hardware back to Tech; no one was able to help me by ordering a replacement and resolving my issue, when asked to speak to Mgr. they transferred me again and then that Dept. said they will have a Supervisor call me back. I did get a call from *** the Supervisor which was from Technical dept.; he was very polite and understood my frustration and was trying to help. He did provide me with Cust. Rel./Svc. # and put in the notes. He advised me to call on Saturday morning to see if Toshiba would be open; and if they were to call back Monday on 3/16/15 morning (which I did) and he would follow up with me on the status between 6-7pm Eastern time. I called on Monday morning ###-###-#### spoke with sales rep that read my notes in Refer# to *************** and assured me that she placed an order; (same story I’ve got on 3/06/15). *** called me this evening at 6:30pm to let me know that he didn’t see an order placed, he then created another Refer# # *************** and stated to immediately let me speak to Cust. Rel. Mgr. due to his limited resources; he transferred to Case Mgr. *** in Hardware dept. he advised me to call ###-###-#### and ask for Cust. Rel., I explained that I did call that # that same morning per *** and got nowhere! Called the #, asked to speak with Cust Rel., sales transferred me to ***** the Mgr

Desired Settlement: I want either a replacement of a working battery with a guarantee or full refund!

Business Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 03/17/2015, 03/18/2015; 03/20/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact our acclaim department at ###-###-####. At this time we consider this matter closed.

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop (p75-a7100) on 4/08/14. I had problems with the laptop from the first day of purchase. I had issues with upgrading the memory and it had power issues. Eventually it started having windows activation errors and shortly after it stopped working all together. I called Toshiba to use my warranty and they told me to take it to a repair center to get it looked at. I took the laptop to a local certified PC repair center called Bitplexx in Fairhope AL. The technician there said it looked like a motherboard issue and I should take it to Geek Squad as they are authorized Toshiba repair and diagnostic centers. I took it to Geek Squad and they confirmed the Faulty motherboard issue and told me to use my warranty. I called Toshiba customer service again and told them what Geek Squad said. Toshiba Customer service sent me a shipping label and I mailed the laptop out. A few days later I received a phone call from the repair depot that the issue with the laptop was EXCESSIVE water damage and the laptop would not be repaired. They sent the laptop back. When I opened the shipping box there were several suspicious problems. One was there was an additional motherboard in the box. Two was the memory that I paid separately for was missing. Third was my hard drive was tampered with. Fourth was the additional motherboard does not have a CPU, or memory. Lastly THERE IS NO EVIDENCE OF WATER DAMAGE. There are no watermarks, dry water stains, sticky residues, moisture, musty or moldy odors, nothing. There was food on the keyboard, that was not there when shipped. The laptop spent most if its time in the box it came in seeing as it did not work. All of the suspicious issues were show to Geek Squad to the same Technician (******** the supervisor of Geek Squad). ******** informed my wife that he could not touch the laptop but instructed her where take pictures and documented the damage. All of this information was sent to the Toshiba, and they rudely denied repairing

Desired Settlement: I want my laptop replaced with a brand new laptop with upgraded RAM and Video card,, I want a formal apology or the abysmal customer service, I want compensation monetary or otherwise for the YEAR of hassle and rude attitudes by the terrible customer service department. And I want expedited overnight shipping.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer has been contacted by one of our corporate representatives and has advised that his computer will be send to our Engineers to evaluate and diagnose the issue. Our customer will be receiving to his email a return shipping label that he can use sending the unit to our engineer’s repair facility. Our customer will keep updated for any results of the diagnosis. 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 will respond in kind by shipping said laptop to the engineers and await their report on the unit. Until that time I will not consider this matter resolves nor will I forget the treatment my wife and I had to endure in order to receive help from Toshiba USA Corporate office. Once the results of the diagnosis from the engineers at Toshiba USA have been received and reviewed by corporate,  My Wife and myself we will determine where to go from then. I will not consider this matter resolved until my belongings have been returned to me with a replacement (new) Laptop.

Regards,

***** ******

3/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a Toshiba Satellite C55t laptop online. I contacted technical support for help. I was not helped and then hung up on! I purchase a Toshiba Satellite C55t laptop online. It was running slowly so I used the built in Toshiba tools to restore to out of the box settings. Something went wrong and now all I get is an error stating "No Bootable Device Found, Please Restart". This was caused by some type of glitch in your software or hardware failure. I contacted technical support for help. They determined there was no issues with the hard drive and that the HDD was wiped due to an error during the process. I asked how to resolve this and I was told I now had to purchase for $40 a recovery disk because they were unable to supply me with a Windows 8.1 product key or disk or anything that I had already paid for once. I then stated I did not feel this was fair I had to pay for something due to an error on Toshiba's end. I was ignored, not helped, and then hung up on when I asked to be escalated to a supervisor.

Desired Settlement: All I want is either my laptop fixed or replaced. Also I would like to be sent a recovery disk so I do not end up with this issue in the future.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and has advised that her computer will be send to our VIP repair facility wherein our Toshiba Engineers will be doing diagnostics and apply the fix for the unit. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

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

3/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Toshiba laptop L55-***** at a ***'s in Dallas in September of 2014, with one year manufacture's warranty. Last week(March 3rd), the laptop would not open as the right-hand hinge looks broken/bent. I stopped using the computer and when I called Toshiba , the supervisor(****) told me that this is NOT covered by warranty. I believe this is unfair as my computer is only 5 months old. This is a very common problem with Toshiba laptops as a search of the internet can confirm this.

Desired Settlement: I expect the company to replace/repair the defective part.

Business Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 03/17/2015, 03/19/2015; 03/20/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

3/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Toshiba advertised a refurbished WT8-A32 I bought via Toshiba direct as coming with Microsoft Office Home And Student 2013. It did not. I posted in the only forum about said issue, and a forum rep named ***** responded to me after removing the only post which included screenshots of the false advertisement. I contacted support multiple times concerning this, and they did not offer a refund. Also, I had to contact troubleshooting support multiple times due to shoddy bios updates, driver updates, HDMI issues, and, finally, power issues resulting in my tablet not taking a charge. By this time, ***** hadn't followed through on his promise to get me the Office 365 that I didn't even want due to its subscription nature, and he stated once it's outside the return period you cannot return the product, even though I was working with him to get me what was rightfully mine, albeit to no avail. Now, I'm left with a useless lemon of a tablet and no office software.

Desired Settlement: I demand a full refund to my check card, or I shall contact the FTC concerning this false advertising case.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customers unit is already out of warranty since 03/05/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any/and or technical assistance. At this time we consider this matter closed.

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refusal to honor warranty on product, defective out of box after purchasing a new Toshiba satellite laptop, within weeks keyboard trackpad and Windows 8.1 operating system crashed. after performing tech support, i was asked to pay 29.99 for a shipping box to return product for repair. after 3 months, no box arrived, i then called to request a refund, or replacement product, and was told "that aint gonna happen" and thst i could "pay someone like a computer store to fix it, but i aint gonna get no new laptop or free repair" this is unacceptable. this violates both their warranty agreement, and terms of use.

Desired Settlement: after 3 months, multiple phone calls, promises that were not honored, and violation of agreement entered when i registered the product, i feel a new replacement laptop, or a refund of my money os warrented.i have been told i must pay to fix something that was defective out of the box, i was asked to pay to send a warranty product, but never received a shipping box, or refund. i feel i have invested too much time and energy for the.original promises to be fulfilled at this point. and feel that a

Business Response:

A Toshiba America Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 03/12/2015, 03/16/2015; 03/17/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to repair brand new tablet after 3 times sent back to Toshiba Depot within 2 month period. 1/16/2015 received eXcite go AT7-C8 Tablet called right after received tablet that could not connect to Wi-Fi case **************** Sent to depot case *************** serial number *********** was replaced with a nonworking re-furbished ********(note) I sent in a new tablet never used. Case *************** ***** with customer relations promised this time it would be fixed right by the Toshiba depot. I received the tablet back and still no Wi-Fi. Case *************** after 1.42 hour ****** a lead tec. said he would personally take care of the issue of no Wi-Fi. It was returned with no Wi-Fi yet again. more case numbers # *************** I spent way to much time and effort to get this tablet fixed. It has been almost 3 months. Still no workable tablet and yet they always send it back with no explanation.

Desired Settlement: A new model that works. Not the eXcite, which clearly does not work since they had me send it back and forth 3 times with no resolution. Thanks for the time to look into this for me. ****** ******

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we will forward this case to our Order Desk department to process a better replacement for his unit. TAIS has advised our customer that within 1-2bussiness days he will receive a call from our Order Desk to discuss the process of the replacement. Our customer accepted and agreed with that. If the customer has any questions or concern they may contact us at ###-###-####. AT this time we consider this matter closed.

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba Laptop computer hinges that have failed and cause the digitizer screen to crack, company wont cover under warrenty. In october 2014, five months ago, I purchased a Toshiba L55T-B5278 from ******* for just under $700. On saturday Feburary 28 2015, as I opened the computer, the hinge on the right side made a popping sound, as I tried to open it, the screen started to seperate and a screw came out. The computer was brought to ******* that night and when their Tech looked at it, he said it should be cover under warrenty. As it was being closed back up, the hinge not working cause the screen to crack. I was told not to worry everything should be covered by Toshiba. I called the number I was given to Toshibas warrenty center and after explaining in detail what had happened, I was told they would not cover this, they feel its not a warrentied problem, I would have to pay $430 to $460 to have it repaired. I was very upset and asked to speak with a supervisor and was told the same thing. The failure of the hinge caused the screen to crack. I took it to several local computer repair facilities and they all tell me Toshiba Laptops have a history of hinges breaking and they wont fix the problem. Those companies cost to fix my computer would be very close to Toshibas cost because of the broken screen. As I have check the forums on their own web site with hunderds of complaints of broken hinges on Toshiba laptops, it makes me even more angry that I even bought that kind of computer in the first place. All I wanted was my computer fixed without having to spend what I payed to buy it. They should have made some type of offer to repair it at little to no charge to me and maybe they would find out why the hinges keep breaking on their computers. Now I have a broken computer I dont know what to do with, and its only a few months old. I did like the looks and operation of the product, I just wish they would stand behind what they make.

Desired Settlement: To repair or replace my Toshiba L55t-B5278 Laptop computer at little or no charge to me

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send the unit to our Toshiba engineers for them to diagnose and fix the issue. TAIS has advised our customer that we will process a VIP repair and we will send a free box that they can use sending the unit going to our repair facility. Our customer agreed and accepted the offer. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

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

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

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Toshiba satellite Laptop Computer is running great, but it is falling apart! A screw fell out. It was repaired by a Computer technician. A few months later, I noticed an opening near the righthand hinge between the top shell and the frame that holds the screen. The screw had fallen out again. I signed up for the **** ***** when I bought Kaspersky. The **** *** **** ***** says it will cost too much to repair. They think "internal screws" may have fallen out, as well as the outer one. I am very unhappy because of the poor quality of the workmanship of the computer. Screws should not be falling out. All I do is open and close the computer when i start and close it. I think Toshiba should repair this for free. I want to keep it because it runs well with very few problems.

Desired Settlement: Toshiba should repair or have this computer repaired for free because of poor workmanship in how the computer was put together.

Business Response:

A Toshiba America Information System (TAIS) representative has reviewed our customer complaint. After doing a research TAIS cannot find any records in our system using the customer information (name, address, phone number, and email address). Our customer can contact our technical support department 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 have tried the passwords for my Toshiba account, plus the Product ID and serial number of my computer. I had the name wrong. It is "*******," not "******* 1." Thye Product ID is **********************.
Since this is workmanship problem, not a software problem, the warranty does not apply. No one who sees this computer can believe how it fell apart with light usage in a home. Everyone who sees it says they will never *** a Toshiba product. It started falling apart a month after the warranty expired, when a screw fell out. A technician replaced the screw. Then that screw and some others must have fallen out unnoticed. I believe the fan has now stopped working.
I registered this computer when i first got it, and again after a Recovery. I am really upset that this account is no longer there. Toshiba must have deleted it.  

Regards,

**** ******



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the physical or accidental damage are considered out of scope of the warranty (out of scope meaning it’s not covered under the warranty). As stated in the Standard Limited Warranty, the warranty does not cover (repair or replacement of covers, plastics) the cost of repair is now our customer responsibility. TAIS found out that the warranty has expired last 06/22/2014. Seeing as the customer has exceeded the warranty period they are now responsible for any/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 am very shocked to learn that Toshiba's warranty does not cover anything "plastic." The computer is mostly made of plastic! It is difficult to read the language  in a warranty when shopping in a crowded store. If I had read that, I wouldn't have purchased the computer at all.

I hope this complaint and Toshiba response will be available on the BBB website for future laptop computer purchasers to read.

Regards,

**** ******



3/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop (Toshiba Satellite **********) through *********** on 2/22/14. I have been experiencing issues with the DVD not reading discs. Since I purchased an extended 2 yr. warranty on top of the existing 1 year manufacturer's warranty when I bought the laptop, I called *******'s ******* warranty center on 2/19/15 to see about a repair or replacement. ******* told me that I was still under the manufacturer's warranty and they provided me with Toshiba's customer service number. I spoke with someone in tech support at Toshiba about the DVD drive not working and the tech representative told me that my warranty was up as of 12/21/14. I called ******* again to let them know what the tech told me, and they said that they cannot do anything unless Toshiba sends a letterhead stating that the warranty is null and void. Consequently, I went to Toshiba's website and that date of warranty expiration (12/21/14) was confirmed for my serial number. However, that date of expiration is not a year from the date of purchase. The manufacturer warranty information provided with the laptop clearly states that warranty is valid a year from date of purchase. So now, any repairs that Toshiba would perform would cost me out of pocket. There has been no physical damage incurred to the device since date of purchase. Had there of been an accident, I could have claimed that through the warranty I purchased through *******. The product is simply defective.

Desired Settlement: I would like Toshiba to honor the warranty agreement that accompanied the device and/ or contact ******* to inform them that they must comply with their agreement to repair or replace the defective device as the manufacturer's warranty is expired. As this complaint will be received or processed after the actual expiration date of the warranty through Toshiba, I would like this to be honored retroactively.

Business Response:

A Toshiba Am***** Information Systems (TAIS) representative has made multiple attempts to contact our customer by telephone on the following dates 02/23/2015, 02/24/2015; 02/25/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

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,
The issue with Toshiba has not been resolved. They keep calling and when I answer, their system hangs up on me. I've had a death in the family and a mother undergoing various surgeries and I haven't had time to play phone tag.

Please call me at **********

Thanks,
***** **********

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,
The issue with Toshiba has not been resolved. They keep calling and when I answer, their system hangs up on me. I've had a death in the family and a mother undergoing various surgeries and I haven't had time to play phone tag.

Please call me at **********

Thanks,
***** **********





Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 03/11/2015, 03/12/2015; 03/13/2015 however, our customer has not returned any of correspondence requests. Our customer got disconnected when the last time we contacted her due to bad connection of line and our customer provided a different number that we can contact however the number that was provided is incorrect. TAIS has advised our customer to call us back and we will process a repair for her unit. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop via ******* in August of 2014. The laptop arrived safely and as expected. However, it was immediately slow and difficult to use. I tried to remedy the problem myself by re-imaging it and tweaking software, with no luck. Following a call to customer service it was sent to the factory (for a $30 shipping and box fee) and returned repaired. It was improved but not working properly. Following a call to customer service it was sent back to the factor, this time at no charge. Further repairs were made. The laptop is improved but continues to be slow, freeze, and exhibit high disk utilization. Calling again I requested replacement. I was told that my warranty only covered repairs and that I would need to call exactly when the issue was occurring. I have spent over 20 hours working with technical support on this problem and have never had a working laptop.

Desired Settlement: I would like a new, different laptop of the same general specifications. I do not feel this laptop is repairable in a reasonable amount of time. In lieu of that I would like my money back ($450).

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send the computer to our Toshiba Engineers repair facility for them to check and diagnose the issue. TAIS has advised our customer that we will send a free box that she can use sending the unit going to our repair facility. Our customer agreed to that offer. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response: Better Business Bureau:

This is true. However, they have already repaired this laptop twice. Therefore I have no expectation another repair will fix the matter. In discussion with the representative they also said that if they cannot repair it this time they will replace it. I want that noted, please. I would like the case closed once the problem is resolved, which it is not yet.

Regards,

****** *****



Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience that our customer has experienced. TAIS has offered to send the computer to our Toshiba Engineers repair facility for them to check and diagnose the issue. TAIS has advised our customer that we will send a free box that she can use sending the unit going to our repair facility. Our customer agreed to that offer. Our Toshiba repair facility is currently waiting for the unit for them to diagnose and check it physically. If they found out that the unit is unrepairable it will be automatically subjected for replacement. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was charging my chromebook when it started making noise and popping unplugged it and notice it was melted I sent in it for the repair.. They called on 2/24/15 and stated their evaluation was someone preyed apart the computer.. I have video and pictures that prove it was not tampered with

Desired Settlement: Just want the computer replaced like it should be when there was no wrong doing on our part..bought it in July but was a gift and not used until December 25th 2014

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer has contacted by our corporate and discussed about the evaluation on the unit/system. According to our repair facility the damaged showed no sign at all of melting, fire and smoke after the diagnostic was done. Our corporate representative explained that there was a quoted price for the repair due to this damaged because it is out of scope of the warranty (out of scope meaning it is not covered under the standard limited 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.



Regards,

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

They did NOT inform me it was not in the warranty they just requested $117 dollars for repair and not stating what repair was needed..I would like to know how the unit was damaged only py charging? I have pictures showing the warpness of it becoming to hot? How is that possible?


Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the diagnostic of our engineers there's an external force was applied either upward or downward direction on the plug itself, causing the case separate at the jack. The evaluation on the system showed no sign at all of melting, fire, burning, smoke. Due to this damaged our customer was quoted for the repair because in accordance to the standard limited warranty of the computer physical damage is out of scope of the warranty (out of scope meaning it is not covered by the standard limited 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 find that this resolution would be the only answer I will recive therefore I will just take my business elsewhere in the future.

Regards,

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

3/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About 6 months after buy a TV I line in the screen appeared, it was under warranty and Toshiba had it repaired. About 1 year latter another line appeared. Since the warranty had expired Toshiba refused to have the issue corrected. Two problems in less than 2 years indicate there is something fundamentally wrong with TV, and should be corrected.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer's warranty for their T.V has already expired since 08/01/12.  As per the Standard Limited Warranty our customer has a 1 year limited 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.

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The computer I purchased on 1/26/2015 invoice # ******* was defective and they are unwilling to give me an address to send defective computer back. I am requesting a full refund in the amount of 1875.36. I have emailed and called numerous times but no resolution has been determined.

Desired Settlement: Full refund of 1875.36

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that the refund is not the option, however TAIS has offered to perform troubleshooting over the phone. Our customer agreed and accepted the offer. TAIS has performed troubleshooting, diagnosed the issue and downloaded some driver to determine the issue of the unit. TAIS has advised our customer that in any case they experience the same issue the unit will be send to our repair facility to check it physically in accordance to the standard limited warranty of the unit. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Toshiba responded based on the BB compliant and fixed the problem. This matter is now resolved.

 

Thank you so very much for your assistance in this matter.

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

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company selling defective products. I had a Toshiba laptop that was defective and was replaced under warranty with another Toshiba laptop I have a Toshiba laptop that replaced another Toshiba laptop under warranty and now my current laptop hard drive is bad which is one of the issues I had with the previous laptop. I tried calling Toshiba to get them to repair it even though it is out of warranty. I think consumers should have a reasonable expectation of a computer lasting longer than a year or 2 without any issues

Desired Settlement: I would like Toshiba to stand by their products and either fix or replace my laptop with no expense on my part since it seems that Toshiba is selling defective products

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.

 
Case number ********
When I answer the phone from phone number *** *** **** the person calling hangs up. 
When I try calling the  number I get a recording that the number is  wrong. 
So the business is full of it when they say that they have tried to resolve this 


Regards,

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



Business Response:

A TAIS representative has made multiple attempts to contact our customer by telephone on the following dates 02/23/2015, 02/24/2015; 02/25/2015 however, our customer has not returned any of correspondence requests. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

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 Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has offered our customer to have a One Time Repair for his computer regarding with the HDD issue. Fortunately, our customer mentioned that the issue on the laptop was fixed as he paid for the repair. TAIS has advised our customer to call us back to let us know if the same issue will happen again so we can still process the One Time Repair. If our customer has any questions or concerns they can call us at ###-###-####. At this time we consider this matter closed.

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have not had this computer 1 year yet. Covered under warranty. Laptop that I barely have used has had an issue. I paid $ to have it repaired. They replaced a fan and sent it back. Computer is doing the exact same thing. I Have not had my computer for almost 3 weeks now. That is a horrible inconvenience. I have yet to hear back from them about this. I've emailed and answered a survey and still nothing. I do not have time to be on the phone with toshiba over and over again and I'm nothing on pay $ again to fix the same issue. I haven't been ble to do what I need to do on my computer. I bought this computer brand new and it should not last less than a year. I spent a lot of money on it to be going through this. Here is my info below... Order Number: T********** Model Number: ************* Serial Number: *********

Desired Settlement: Same model or comparable that actually works.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has offered to send the unit to our Toshiba Engineers for a VIP repair. TAIS will send a free box to our customer that they can use to send the unit going to our Engineer’s repair facility. Our customer agreed to the offer. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Toshiba laptop has a locked BIOS. When I called customer service I spent hours talking to them about the challenge and response codes. At first they didn't know what I was talking about, then they told me that it would cost money and more time to get it removed at a service center. I am capable of removing it myself, I just need Toshiba's support on the matter.

Desired Settlement: To get the BIOS password removed free of charge.

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.

According to Toshiba I am responsible for any repairs and or technical assistance. However, I cannot repair this issue on my own since the company used a proprietary, secret algorithm to lock the BIOS password recovery down in an attempt to force customers to pay Toshiba or its authorized representatives expensive prices for assistance. Even if this computer was still under warranty, I'm sure that they would find a reason to NOT assist me without charge (I've had family members have problems with Toshiba, but I digress). All I want is a diagram of which jumpers/solder points to jump or a response code to the challenge code so that I can unlock the BIOS. 

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has provided the Response Code that our customer’s requesting for his computer. TAIS has informed our customer if the code will not work just let us know. Our customer left a voice mail and according to him the issue was resolved. If the customer has any questions or concern just call 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 is be satisfactory to me. I now consider this complaint resolved.

Regards,

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

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has provided the Response Code that our customer’s requesting for his computer. Our customer found that this resolution is satisfactory to him. Our customer considers this complaint resolved. If the customer has any questions or concern just call 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.

Regards,

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

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased Toshiba laptop . the ac adapter and power cord frayed right in the outlet .I sent the part back to the company along with a letter to advise them to show the people who made the parts ,in hopes that they would fix the problem ,so that it does not happen to anyone else who purchases these products and causing fire and or either death , well they sent me back they wrong parts and I have been trying to get this problem resolved over two months and they keep giving me the runaround and are not standing by there product nor giving customer service nor fixing this problem..

Desired Settlement: to replace the defected parts and a letter letting me know that they have corrected the problem with these cords and adapters so that the public who purchases these products will be safe..

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our corporate representatives and was informed that the replacement for the AC adapter was processed. At this time we consider this matter closed.

3/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I brought this cheap piece of #$#$ not to long ago, I plugged it into my desktop computer and started to move my video and picture files to it. It preformed great until the 16th day and it stopped working. I am very Familiar with computers and I know I didn't do anything wrong because I left the hard drive connected to my computer and when I turned my pc on and went to play a movie, the computer wouldn't recognize the drive. called customer service and they told me that I would have to pay to ship it back to them and pay to recover if possible any data. No thanks, I been a very loyal customer of Toshiba, I have a Toshiba Laptop, Broken 1tb Portable Hard Drive, Toshiba TV and at work all my electronics are Toshiba. Now I think I might consider a new company to buy from Toshiba sucks

Desired Settlement: I would just like a replacement of the product o bought, I tried to call customer service and they told me that I was not able to send it back because it was beyond 15 days. I thought the Hard Drive had a 1 year warranty. If they would send me a return envelope and I can give them the hard drive that I have and they can send me a new one. I lost all my data I had really important information on that hard drive. it is a shame I have to lose it.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer can file a claim for that if they experiencing problem or if the unit is not working they can visit ***********************. If the customer has any questions or concern they may contact acclaim at ###-###-####. At this time we consider this matter closed. At this time we consider this matter closed.

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba laptop directly from the company website last June. I've only had the computer 7 months, and it does not work. I had to send the computer back to Toshiba in January for repairs because the keyboard would not work, and it was having software problems such as freezing, and shutting off. They repaired the keyboard, but sent it back to me without doing anything to the software or even checking it out. I know this from the repair order that they sent back to me that lists all of the work done to the laptop. Once I received the laptop back, it continued to have software problems until it finally stopped working all together. Now the laptop won't even turn on, it just gives an error message and will not boot or anything. I called Toshiba support because the laptop has a 1 year warranty. The customer support did not do anything, and told me there's nothing they will do for me. The computer has a 1 year warranty, and has already stopped working in only 7 months, but Toshiba will not do anything to repair it. How can you sell someone a computer that only works for 7 months and do nothing to fix it? I've never had such a cheap and useless computer before. I will never buy another Toshiba computer again. Product_Or_Service: laptop

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want Toshiba to either replace the laptop or give me a refund so I can buy a laptop from a real computer company that will last me longer than 7 months.

Business Response: A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer called our technical support department after receiving the computer came from our Depot repair facility and our customer was assisted regarding the error message and the No Boot issue of the unit. Our customer was offered to send the unit back to our Depot repair facility for rework to address the issues after the first repair. Our customer agreed to that offer. At this time we consider this matter closed.

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My toshiba satellite was purchased in February of 2014. My solid-state hard drive crashed in January 2015. After using the online system, I was able to order a new hard drive, which was still under warranty. My new hard drive arrived promptly, but it was the wrong make/model for my laptop. I was unable to contact a single human in the entirety of the company, and the online system did not allow me to explain the problem. I sent the drive back nearly a month ago with written explanations both INSIDE the package and on the RETURN SHIPPING LABEL and asked for them to send me a solid-state drive. The new drive has yet to arrive, and I have been shuffled around to three separate customer service departments, none of whom understand my problem or have a solution. At this point, my warranty will have expired and I will have to pay out of pocket for a new drive if I am even able to order one. I would like the Solid State drive I requested while my laptop was still under warranty. I am a graduate student and work full time, and I do not have any more time or energy to devote to this frustrating and unnecessary project.

Desired Settlement: A new solid state drive, which was under warranty when the order was placed

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has advised our customer that we can send her computer to our Toshiba Engineers Repair Facility for them to check and diagnose the unit. Our customer agreed to that. If the customer has any questions or concern they may contact as at ###-###-####. At this time we consider this matter closed.

3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Toshiba Laptop ********* purchased on 5/19/2014 was defective. This laptop has been sent to Toshiba's depot 3 times since June 2014. Please refer to case numbers and depots numbers: ************* tp******** ************** tp******** ************ *************** tp******** *************** *************** Laptop what purchased on May 19, 2014 at best buy in new jersey, serial number * * ** **** *. On 6/3/14 casenumber ************* touch screen did not work and was unable to load the partition. TP ***** *** is the repair/depot number which refers to the fact that I had to return the computer to the depot to fix the defective product. On 7/15/14 TP ***** *** this is another depot request for a repair on a defective product that was purchased from best buy a Toshiba Satellite laptop On May 19 2014. This issue was wireless functionality. case number *** ****** **** * refers to a power issue on this same laptop dated December 8, 2014. this particular issue when trying to send it to the depot or requesting a repair, Toshiba wanted me to pay for the shipping to the depot again, which was $29. I refused to pay and did not send it. January 22, 2015, I am still having the same power issues with the laptop with the above referenced the real number, the same power problems that I was having on December 8, 2015. Along with the power problems I am still having internet issues I spoke with a ******* case manager give me the case number ** ** ****** ****. ******* at this time waive the $29 charge to send it to the depot gave me a depot number of TP *** ***** ******* assured me that being that this is a defective product my computer would be working like brand new. As of January 29 2015 I still have not received the box to send my laptop to the depot. Case number *** *** *** * ***** I spoke with senior manager ****. I explained to **** that with the power issue the computer will not come on. I requested that since this is a defective product, can Toshiba back up the IMPORTANT files on the laptop. **** denies my request stating that warranty states that Toshiba will not be liable for files on the laptop once sent to the depot. I stated that Toshiba is not giving me any options on their defective device. I cannot send it to someone else to get the files off the laptop and Toshiba refuses to back up the files. I even offered to send cd's/flash drives for all files, which **** refused. If sent to an outside person for file back up, that will negate the Toshiba Manufacturer's Warranty. Negating the warranty allows Toshiba to not repair a defective product.

Desired Settlement: 1. I am seeking the files on the laptop. 2. Refund or 3. Complete replacement of laptop. That doesn't mean to "repair" the defective laptop but to completely new laptop.

Business Response:

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

TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that this case will be forwarded to our order desk department and advised that within 1-2 business days one of our representatives will call her to discuss about the replacement of her computer. Our customer agreed with that. If the customer has any questions or concern they may contact us at ###-###-####, at this time we consider this matter closed.

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.

To **** c or ***

Yesterday 2/19, I was offered s70t as an upgrade (refer to attachment). I called to speak with **** *. about the specs of the proposed upgrade, specifically, how many gigs of memory. I also wanted to be able to have 2 options to choose from. Unfortunately I was not able to speak with ****, however, I did leave word referencing my reasons for the call. Today I missed a call from *** (someone I've never spoken with nor requested a call back from him). I immediately call back the number on my caller I'd which tells me it's a non working number. So I decide to call the Toshiba help desk number given to me by ****, which of course, tells me Toshiba is closed. In looking at the attachment sent to me with this email, mpn2 seems to be a downgrade from the offer of 2/19. And more importantly, makes no reference to it being touch screen capable (which is a must....this was relayed to **** * on 2/19). I am asking for specs, no different than you will see on Toshiba's website. Both "attachments" still does not make mention of memory space. I need to speak with SOMEONE regarding my limited options. In speaking with someone, I require a direct phone number to which I speak to said person without relaying messages. Also require a direct email address of said person and not ********************

From:"************************"
To:"********************"
Date:Thu, Feb 19, 2015 at 5:31 PM
Subject:Toshiba Case id****************

Hi ******,

Here is the specs sheet that I have, Mpn1 is your unit and Mpn2 is the one that i offer awhile ago,

please see attachment

regards,

**** **


From: TAIS OD Escalations <ODEscalations@tais.toshiba.com>; 
To: <********************>; <********************>; 
Subject: Toshiba possible replacement laptop specs 
Sent: Sat, Feb 21, 2015 12:39:07 AM 

Hi ****** ***,
Good Day!
Attach to this email is a screenshot of the hardware specification of your original unit\laptop versus the possible replacement We can send you.
The list on the left is the specs of your original unit (under MPN1), the list on the right is the specs of the replacement we can send you (under MPN2).
I tried to call you a couple of times awhile ago but you might be busy so I left a voicemail.
I'll be calling youon Monday. Kindly wait for My callback.
Thank you for choosing Toshiba!
***,
Toshiba Order Desk

______________________________



Regards,

****** ***



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research one of our order desk representatives was able to speak to our customer and explained all the detail specification of the replacement unit. Our customer understands and agreed with that. At this time we consider this matter closed.

3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The power switch on my new Toshiba Encore 2 tablet went into the case and the tablet won't turn on. When I call customer service for repair or replace under the warranty, I keep getting referred to the repair service that will fix it for $225.00. I have only had this since Christmas 2014. I think it is a defective part. Finally, one customer service rep said she would have a caseworker call me back and no one has called.

Desired Settlement: I want the tablet repaired and/or replaced under the warranty on workmanship and materials.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak to one of our case managers and they processed a depot repair order for the unit to have it check and diagnose by our technicians. 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 business' response is no more than what I got from customer service. Although my tablet has been sent to their technicians, I still have no answer as to whether they will fix it as defective or not.  I won't know until their technician contacts me. Therefore, I do not consider the matter closed.

 

Regards,

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



Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research the customer’s Tablet received in our repair facility last 02/24/2015 and they processed the repair in accordance of the standard limited warranty of the unit. TAIS has shipped the unit back to our customer and it was delivered Tuesday 03/03/2015 10:49am under the FedEx tracking number ************. If the customer has any questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have received the tablet back repaired and consider this closed as long as it keeps working.

Regards,

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

2/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Toshiba Satellite® L55 Laptop Computer With 15.5" Screen & 4th Gen Intel® Core™ i3 Processor, ***** The hinge on the right hand side broke within a 1-2 months after we purchased it. These hinges hold screen to the body, and with these broken, laptop does not latch properly. This is brand new laptop and we still didn’t remove the plastic around the screen. There is not a single scratch or dent on body. We contacted Office depot and they transferred me Toshiba. We contacted the Toshiba customer support they said this is not covered under warranty. We did not break it. We did some search and found that this is manufacture issue. Some other customer provided review on Amazon on November 26, 2014 and reported similar issue. This is not our fault and this is manufacture defect and this should be covered under one year manufacture warranty.

Desired Settlement: We want either repair of product, or full refund on purchase.

Business Response:

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has informed our customer that we can process a repair to his computer by sending the unit to our Toshiba Engineers to check the issue and have it fixed. Our customer agreed to that. Advised our customer, if he has questions or concern they may contact us at ###-###-####. At this time we consider this matter closed.

2/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 20 2014 i bought a Toshiba laptop at **** ***. This laptop was not right from day one, in fact i thought they sold me a used one. Within 1 month is got the blue window of death. The laptop was out of control. nothing on it was right. I bought the insurance for it only to find out the sales person at **** *** lied to me. When i went to use the insurance it was told i bought insurance in case the monitor got cracked. Why would i have spent the money on that. i have made at least 10 trips to **** ***. the geek squad really did know much, but it was finally decided that a recovery disc was to be ordered and bought by me. it is delivered to Colorado Springs but the label was so messed up it went back right away. i call Toshiba and asked it they could please over night beings it was their fault messing up the label. I have been on the phone for 5 days trying to get someone to talk to me. I think they should of replaced the laptop with no problem, i also think they should pay for the recovery disc. The laptop is now 4 months and is still not workingI had to close down my business because i had no computer to do the work.

Desired Settlement: This is actually for **** *** and Toshiba. Since the very start i have had problems i told **** *** and they basically told me to bad. I asked if they could replace it for me and told them what happened and they treated me like i was not important. Same with Toshiba, no matter what phone number you call for the corporate office, your not allowed to talk to a person who is corporate.I think it is only fair that they send me a new laptop and pay for the disc and other services i paid for.

Business Response:

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak to one of our case manager representatives. The representative processed resending another recovery media to our customer under *** tracking number ********* and the unit was delivered to our customer location Feb. 17, 2015 10:39 AM MT. At this time we consider this matter closed.

2/25/2015 Problems with Product/Service | Complaint Details Unavailable
2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toshiba Satellite C55-A (serial no.: *********) sometime in late spring 2014. The laptop never worked right, including sticky keys, non-responsive mousepad and general overall slowness. After several hours on the phone and a $69.00 diagnostic fee, I sent the computer to Toshiba for a new hard drive. Upon return, the computer experiences all the same problems I experienced before the attempted repair. I am now told that they cannot issue a refund or a replacement and that I need to send it back to them for another attempted repair, even though I was told that refunds or replacements are issued if a repair cannot be made. They already attempted a repair and it did not work. After their last attempt, I had to re-install (and thus repay) to reinstall Microsoft word and my security software.

Desired Settlement: I want a refund of the purchase price of the laptop, reimbursement of the $69.00 diagnostic fee, and reimbursement of my charges for reinstalling Microsoft word and my security software. They already made an attempt at a repair and the atte