By ♥Cronin Fan♥: Does anyone have the direct email address for the President of Toshiba in Japan?
2-1/2 months after receiving my 46″ flat screen, 3D LED television by Toshiba it blew the fan. So I called Toshiba, read them the exact message on the TV which stated it was the fan and the person on the other end of the telephone line even acknowledged it was the cooling fan. Said it would be ordered and the authorized repair center would contact me to schedule an appointment. That took over 2 weeks before they called and then asked what was wrong with my TV so I told them, then they schedule the appointment for 2 days later. Now mind you, during this 2 weeks time I had called and called and kept being told that by the repair center that the part is on backorder so I’ve escalated it to Toshiba’s Case Managers Dept. – with no luck. Now if someone tells you it’s the fan and you as the technician are holding 2 motherboards you would think the person would question it but noooooooooooo, instead he shows up at my house, puts 1 motherboard in then proceeds to comment that he has 2 motherboards and 1 doesn’t even belong to my TV. So I told him “no it’s not the motherboard it’s the flipping fan!!!” The so called authorized repair technician plugs in the tv and says “oh it’s not working and what’s this error message?” Well duh, of course it’s not working, it’s the fan and the error message is the same one I told Toshiba about. He proceeds to call his service center and says that they will contact me in a few days (he came on a Saturday).

So here I am waiting 2 weeks later and every single day I have called Toshiba, called the repair center and with Toshiba’s Case Managers Dept all I get is “I’m sorry ma’am we cannot do anything as it is with Nexicore (that is the authorized repair center)” and when I try to get it escalated to a higher manager, the president and even when I asked for the corporate headquarters phone number I would get the same “fembot” response of “I’m sorry ma’am I cannot escalate it higher then the Case Managers Dept.” What good are these people. Finally find the corporate headquarters telephone only to be transferred in to the executive customer service department with no response back. Now the repair center tells me everyday that they message Toshiba and they do not get any response back, no authorization to repair my television. Hmmmm sounds fishy to me!

I have filed a complaint with the Better Business Bureau and they have sent it to Toshiba, which of course they have 14 days to respond and so far they haven’t responded to anything. I have tried to find Toshiba’s presidents email in Japan with no luck. Found his name, Norio Sasaki, but cannot find any email address or fax number. Mailing would take too long, but considering Toshiba hasn’t responded to the repair of the repair my letter would’ve gotten there by now.

Sorry for the ranting but it just boggles my mind how us consumers can pay so much money for a product to have it die after 2-1/2 months and no flipping customer service from a company that use to be number one. Any information someone might have would be greatly appreciated as I’m ready to throw this TV that I paid a lot of money for out the window!!

Thanks all for listening & for your help!!!
Peggy, send me a private message through Yahoo I have some information for you.

Good Answer:

Answer by N’oz
Sounds like you have been fairly badly treated,I couldn’t find a direct email address but you could send an email to their corporate headquarters- https://www.webcom.toshiba.co.jp/us/inq/
Their fax number is +81-3-3456-1631
Good luck with getting it sorted.
Cheers

Answer by Peggy
I don’t have the answer to your question but I am having the same type of headaches that you are having. TOSHIBA CUSTOMER SERVICE and their warranty service Nexicore is worthless. We have a 2011 Toshiba LEDTV 55SL417U. We have had this TV for about 6 weeks and have had nothing but TROUBLE! Toshiba’s customer service is a joke. We have wasted more time on the phone with them for NO RESULTS!! We have also spent hours on the phone with technical sport through their warranty provider, Nexicore or something like that. They repeatedly have you do the same things the tech support requests to find out repeatedly that none of those things work and then they diagnose the problem themselves and order parts without even looking at the tv themselves. Then they send out local contracted service techs to put the parts (the main mother board) in only for the part not to be the problem and continue this same cycle for weeks. It costs us money taking off work to meet technicians to install parts that Nexicore decided would fix it, but they don’t. I’m sure this type of warranty service is also costing Toshiba a fortune because of the hit and miss on parts. They just keep replaces mother boards which I’m sure aren’t cheap. WHO CARES THOUGH!! The TV is a LEMON!! IT DOESN’t work. It has only worked for about a week after we got it and had wi-fi installed with our cable company for it. Now we don’t even have a picture or sound. NOTHING. And all we keep getting is Nexicore ordering additional parts which take weeks to be delivered to a local contracted technician and then try to schedule an appointment for them to come out so we can also take off work again. The TV is a LEMON. DO NOT BUY ONE. I rate Toshiba’s customer service and warranty service as a 0!!! I WOULD NOT SUGGEST THEM TO MY WORST ENEMY. I will also be reporting them to the Better Business Burea.

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