Complaint Review: Toshiba USA - Nationwide

I started experiencing problems with my Toshiba Satellite P55t-A5116 (SN # 3E150629S) back in July. I bought laptop 10/20/2014 from BestBuy in Manasses Va. 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 TP-10585488 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: Arnel, customer service representative at approx. 9:25 am Mark, case manager for today at approx. 9:30am Beverly, case manager supervisor at approx. 10:15 am I was ultimately assigned Call # 201510232044729

MESSAGE FROM BUSINESS: 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.

My response:

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID 10876185, 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" (tristarcomputer.us , 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, Andrei Denes