Join Date: May 2011
Location: Santa Rosa, California
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All repairs have been done under the direct supervision of Toshiba engineers by the local authorized Toshiba repair service. I have not participated directly in the many attempts to address the shutdown problem. From what I've been told, every component of the television has been replaced (twice for the main circuit board). At one point, to rule out other devices, including control devices and unrelated Bluetooth, WiFi & other wireless devices, the IR control on the set was disabled. This did not prevent the set from shutting down. Further, the set receives power from a double conversion UPS, which Toshiba suggested might be responsible (even though it was feeding a pure sign wave, constant 120v, 60Hrz, uninterrupted (it is a UPS, after all) signal that is much cleaner than standard line voltage, so the set was disconnected from the UPS and placed on standard household power. None of the above was successful in preventing further shutdowns. By my estimate, the set has spontaneously shutdown at least 80 times and might well have done so over 100 times over the last year. The only thing not replaced on the set is the LCD panel itself. I have an entirely new set with the exception of the panel, which Toshiba apparently is loath to replace. They may no longer have that part available for all I know. They gave up. The local repair service has given up.
All this has led to a convoluted set of negotiations with Toshiba customer service representatives at a high level far beyond those one encounters upon calling their customer service number. Their offers were unacceptable to me. They first tried to limit Toshiba's responsibility because the one-year warrantee period ran out, even though the problem pre-existed the expiration of the standard warrantee. After that, they tried to limit responsibility by a unilateral statement to the effect that the warrantee would be limited to 90 days after the date of transmission (by email). Then they invalidated that by allowing another repair attempt beyond the date their so-called 90-day extension would have expired. That led to a difficult period of negotiation to replace the set with a comparable set. What I was offered was not comparable and it was refurbished. They only offered a 90-day warrantee. Since the original set did not begin to exhibit the problems described earlier, I didn't find that acceptable. The high-level customer service representative literally hung up on me at that point. This didn't surprise be because an early set of negotiations in which the Toshiba representative offered me a refund of the purchase price I paid, but refused to send me anything in writing to confirm the agreement (to which I initially agreed), hung up on me also upon wishing me "a nice day."
Things got even crazier when I was contacted by Toshiba's Legal Liaison shortly after I filed suite in small claims court to recover the cost of the purchase price. He agreed that the entire affair had been handled poorly. When I expressed my total confusion at how a major company could have treated a customer so poorly, he commented that things had been in a "state of confusion" at Toshiba. That was already made evident to me by their behavior over what was by then a 15-month experience with various levels of their customer service.
Moving forward, the legal liaison and I agreed that Toshiba would refund the full purchase price plus my costs to file the court action. He indicated that he would be sending me a form to confirm the agreement, which I was to sign and return. Within 20 minutes of sending the form by email attachment, he sent another email message rescinding the agreement.
To date, I have a default judgment against Toshiba America Information Systems, Inc. for the full purchase price and court costs. In other words, they didn't even bother to send someone to represent Toshiba in court. This all makes no sense from my perspective. If they intend to pay, it seems it would have been in Toshiba's interests to simply follow through on the agreement. Now that I have the judgment, Toshiba may pay without further issues, though their performance makes that possibility seem rather remote. If they don't pay within 30 days, I'll have to enforce the judgment, which leads me to the following:
If anyone knows of Toshiba assets in the San Francisco Bay Area or nearby, such as bank accounts, real estate or other tangible/physical assets (not leased property, such as office space not directly owned by Toshiba), I'd greatly appreciate knowing about it. I will be initiating a process through the office of the sheriff in the county the Toshiba assets are located to attach them until payment is made in full.
Now, if anyone can make sense out of Toshiba's behavior, I'd be interested in knowing what is rational about it. This hardly sounds like the way a major electronics corporation would handle customer relations, but I may be naive. Please enlighten me. One thing that has come out of this is that I'll never purchase another Toshiba product as long as I live and I wouldn't suggest anyone else risk a similar nightmare to the one Ive been living through. I've owned other Toshiba products in the past, including a laptop that traveled internationally with me, but no more. I am the principle of a company that purchases computer and other electronics routinely. I can assure Toshiba that they will not see any money flowing into their coffers from my company either.
So, let me know if you can help.