Guest techo_freak Posted May 21, 2008 Posted May 21, 2008 133070 Bloody menu options are confusing! I went 1, then 2 and seemed to get someone who knew what was going on. I'd say they are well aware of the situation with unhappy customers! Be interesting to see what happens!
AndrewW Posted May 21, 2008 Posted May 21, 2008 He said they stopped ordering titles sometime ago and it's just what's left over..! Bring it on! ACCC and consumer affairs here we come if that's the case.
STiScott Posted May 21, 2008 Posted May 21, 2008 Just a quick thanks to Pfeff for his letter. As others have mentioned, lets hope someone see's it and something gets done. Also thansk to Foggy for keeping the list updated also. Cheers Scott
Pfeff Posted May 21, 2008 Posted May 21, 2008 Well guys, the letter brought a reply...of sorts! Hi Thank you for your email. We apologise for the delay in receiving your redemption items. The Toshiba Redemption team is currently working to resolve this issue. Please note we will reissue your items shortly, therefore you should receive them as soon as possible. Sorry for any inconvenience. From: Toshiba ISD Redemptions ________________________________________ Promotions and Redemptions | Toshiba ISD Marketing | Toshiba (Australia) Pty. Limited Email: redemption@toshiba-tap.com | Website: http://www.isd.toshiba.com.au/redemption As a result I sent this followup just now. Let's see what happens next... "Dear Tim, I appreciate that you will look at my redemption delay and fix. However, I am also concerned about the many others still waiting as can be seen on the forum link in my previous email. There is a long list of customers still waiting. Another guy posted comments on the forum apparently attributed to you... Just previous to me posting this I was in contact with Toshiba myself over the phone and spoke to the English gentleman, Tim. I was asking for the the terms and conditions as it appears they have taken them down for our promotion. I was wanting to know when I would be receiving my HD titles. Anyway, one thing led to another and my claim was brought up on screen. He said I should have received them by now but their was some sort of ' system glitch ' and a number of people have not yet had their titles sent to them, he apologized for the delay. Whether that is true or not.... ! who knows..? So, he said that he would manually get onto my claim today and I should have them in around 7-10 days but very likely a lot sooner. We'll see if I get my titles in a few days / early next week or at the same time as other 25/02 redeemers. He said they stopped ordering titles sometime ago and it's just what's left over..! That last phrase worries me a little... If you can assure me that all the people on the list on the forum will be satisfied asap and by that I mean within a week or two I would be glad to post that on the forum on your behalf. I am also still hopeful that Toshiba can provide some clarity as to why this debacle occurred when clearly correspondents were alerting you to this issue some time ago including mine from more than a month ago. The supply of redemptions to more recent buyers who paid firesale prices for their machines has really angered those very people who supported Toshiba in the early days and were prepared to pay up to $1500 for machines these later buyers only jumped onto when down to $3-400. How would you feel if that was you? Tim, I appreciate the difficulties, but someone higher up like Mark Whittard should make a statement about this and I ask you pass on my emails to him so he can get a sense of the ill-feeling. Even some recognition from him that this was poorly handled may assist in redeeming some of the bitterness. Sincerely..."
Pfeff Posted May 21, 2008 Posted May 21, 2008 Pfeff - does your company purchase laptops directly from Toshiba? Or through a re-seller? We buy laptops from resellers. We're a $50million company totally divorced from electronics and I am just a HiDef/HT enthusiast who can't stand poor service from anyone. There is simply no good reason for bad service. I expect high standards from me and my team and if we do cock up we fix it fast and to the customer's satisfaction. Plain and simple. Completely OT but as an example of how customer service can and should be done, my two camping self inflating mattresses seams had come apart after a few years use. I contacted with one email the manufacturer DMH, asking if they offered or could send me to a repair service (they cost $195ea so thought that would be cheaper than newones). Got a reply within 10 mins, asking what size they were so they could dispatch replacements FOC. Got the new ones 3 days later. That's what I call service. Toshiba could learn something from DMH. And if any of you are looking at buying camping gear from that example, how could you go wrong! I'll get off the soapbox now... Pfeff
ArthurDent Posted May 21, 2008 Posted May 21, 2008 [uPDATED] Toshiba Redemption Waiting Lists ..... your call is important to us, please wait in the queue until we call you 25/02 Club members Could you add me to the 25/02 club as well please.
sunnyboy Posted May 21, 2008 Posted May 21, 2008 Could you add me to the 25/02 club as well please. You can add me to the 25/02 list as wel... Cheers Sunil.
James Belsey Posted May 21, 2008 Posted May 21, 2008 I'm also in the 25/02 club 01/02/2008 HD-XE1-K-TY RECEIVED. Online Claim has been successfully submitted. 13/02/2008 HD-XE1-K-TY APPROVED. Supporting documents received and validated. Claim approved. 25/02/2008 HD-XE1-K-TY FULFILMENT IN PROCESS. Money orders/Redemption item(s) being ordered. James.
bbar Posted May 21, 2008 Posted May 21, 2008 (edited) Well guys, the letter brought a reply...of sorts!Hi Thank you for your email. We apologise for the delay in receiving your redemption items. The Toshiba Redemption team is currently working to resolve this issue. Please note we will reissue your items shortly, therefore you should receive them as soon as possible. Sorry for any inconvenience. From: Toshiba ISD Redemptions ________________________________________ Promotions and Redemptions | Toshiba ISD Marketing | Toshiba (Australia) Pty. Limited Email: redemption@toshiba-tap.com | Website: http://www.isd.toshiba.com.au/redemption As a result I sent this followup just now. Let's see what happens next... "Dear Tim, I appreciate that you will look at my redemption delay and fix. However, I am also concerned about the many others still waiting as can be seen on the forum link in my previous email. There is a long list of customers still waiting. Another guy posted comments on the forum apparently attributed to you... Just previous to me posting this I was in contact with Toshiba myself over the phone and spoke to the English gentleman, Tim. I was asking for the the terms and conditions as it appears they have taken them down for our promotion. I was wanting to know when I would be receiving my HD titles. Anyway, one thing led to another and my claim was brought up on screen. He said I should have received them by now but their was some sort of ' system glitch ' and a number of people have not yet had their titles sent to them, he apologized for the delay. Whether that is true or not.... ! who knows..? So, he said that he would manually get onto my claim today and I should have them in around 7-10 days but very likely a lot sooner. We'll see if I get my titles in a few days / early next week or at the same time as other 25/02 redeemers. He said they stopped ordering titles sometime ago and it's just what's left over..! That last phrase worries me a little... If you can assure me that all the people on the list on the forum will be satisfied asap and by that I mean within a week or two I would be glad to post that on the forum on your behalf. I am also still hopeful that Toshiba can provide some clarity as to why this debacle occurred when clearly correspondents were alerting you to this issue some time ago including mine from more than a month ago. The supply of redemptions to more recent buyers who paid firesale prices for their machines has really angered those very people who supported Toshiba in the early days and were prepared to pay up to $1500 for machines these later buyers only jumped onto when down to $3-400. How would you feel if that was you? Tim, I appreciate the difficulties, but someone higher up like Mark Whittard should make a statement about this and I ask you pass on my emails to him so he can get a sense of the ill-feeling. Even some recognition from him that this was poorly handled may assist in redeeming some of the bitterness. Sincerely..." Excellent letter. Got a response to my email today and it is much like yours. Asked for ETA and got -Sorry we will re-issue ASAP. Hopefully it will be here within 7-8 days which is just before the cutoff date of June 3rd. Can I suggest that each of you waiting send an email as Pfeff and I have so you have at least highligted the issue to them. Here is the note I sent and as you will see just about the identical reply as Pfeff. -----Original Message----- From: Bryan Sent: Monday, 19 May 2008 10:17 AM To: redemption@toshiba-tap.com Subject: Online enquiry- Claim status Redemption - Online Inquiry E-mail: XXXXXX@iprimus.com.au Model No.: HD-XE1-K-TY Serial No.: sldXXXXXXX Claim Ref No.: AU000NNNNN Country: Australia Details of inquiry: Status on redemption please. Can I please get expected ship date. Thank you, Reply: From: Toshiba ISD Redemptions Thank you for your email. We apologise for the delay in receiving your redemption items. The Toshiba Redemption team is currently working to resolve this issue. Please note we will reissue your items shortly, therefore you should receive them as soon as possible. Sorry for any inconvenience. -------------------------------------------------------------------------------- Promotions and Redemptions | Toshiba ISD Marketing | Toshiba (Australia) Pty. Limited Email: redemption@toshiba-tap.com | Website: http://www.isd.toshiba.com.au/redemption Edited May 21, 2008 by bbar
zorg1503559539 Posted May 21, 2008 Posted May 21, 2008 good luck guys I would also add in that you will be advising the ACCC and Fair Trading re Toshiba's inaction that may add some urgency..
TheDarkrevenger Posted May 21, 2008 Posted May 21, 2008 I put a call into the redemption team this afternoon and spoke to Tim he said this prob seems to be mainly affecting the Xe1 redemptions he said he would re do my order and that i would get the discs in under 2 weeks i would suggest that anyone who hasnt contacted them to do so as he said he was having to key them in himself so heres hoping
Anthonyw Posted May 21, 2008 Posted May 21, 2008 Discs in under two weeks - that would be right on the cutoff. I dont think thats speeding things up at all for you!
Guest techo_freak Posted May 21, 2008 Posted May 21, 2008 I put a call into the redemption team this afternoon and spoke to Tim he said this prob seems to be mainly affecting the Xe1 redemptions he said he would re do my order and that i would get the discs in under 2 weeks i would suggest that anyone who hasnt contacted them to do so as he said he was having to key them in himself so heres hoping Is Tim the english guy? I think I spoke to him today too.
Chesty Posted May 21, 2008 Posted May 21, 2008 Is Tim the english guy? I think I spoke to him today too. Yep he says the same thing to every one.
Autocrat Posted May 21, 2008 Posted May 21, 2008 Got my E1 discs today, predictable shite. Oh, and I got my new work laptop today. Guess what?
Adman454 Posted May 21, 2008 Posted May 21, 2008 Pls add me to the club aswell DATE MODEL NO SERIAL NO STATUS 20/02/2008 HD-XE1-K-TY slc7800xxx RECEIVED. Online Claim has been successfully submitted. 11/04/2008 HD-XE1-K-TY slc7800xxx APPROVED. Supporting documents received and validated. Claim approved. 17/04/2008 HD-XE1-K-TY slc7800xxx FULFILMENT IN PROCESS. Money orders/Redemption item(s) being ordered.
Guest claculator Posted May 21, 2008 Posted May 21, 2008 just a comment to pfeff have you actually tried calling them and getting your problem resloved? I called toshiba re. my Ep10 titles and got the same response that you guys are getting here, "there seemed to be problem with us receiving the data that has been lodged, i will re-do your order and you will recieve it within two weeks!" I got my titles 4 days later. Being a "gm" you would have come across the customers that like to whinge and complain to no end, no matter what you do for them, they will be unhappy. Looking at the long winded emails you have sent, you may be one of those. If you were my customer i think i might be glad that some of you weren't my customer, reason being in the long run you would probably cost more to maintain than what you would add to my bottom line. On another note, unless you call or email (when it works, if it doesnt try calling) whinging on here doesnt let them know, that you have a problem. From experience, once you call them, the problem gets resolved a lot quicker. zorg, since pfeff linked this thread to tosh, they are probably reading this now and you suggesting empty ACCC threats won't go as far as it may have. end rant Hope you guys receive your titles shortly. Calc
AndrewW Posted May 21, 2008 Posted May 21, 2008 Looking at the long winded emails you have sent, you may be one of those. If you were my customer i think i might be glad that some of you weren't my customer, reason being in the long run you would probably cost more to maintain than what you would add to my bottom line. Do you work for Toshiba ? I mean fancy a group of customers wanting nothing more than what they were promised ...
Guest techo_freak Posted May 21, 2008 Posted May 21, 2008 That is an interesting first post! I smell at a rat.... or maybe an electronics company employee!
Guest claculator Posted May 21, 2008 Posted May 21, 2008 sadly i dont, i kind of wish i did, might be able to get my money back on the player. dont mean to go off topic, but i bought a lexmark printer in March and i still havent got my $50 harvey norman gift voucher, not saying thats the same as Samsung, Sony or Tosh. But its not hard to see that these companies want you to forget about your redemption, otherwise, why not put it in the box to begin with?? or include it at point of sale?? calc.
Guest claculator Posted May 21, 2008 Posted May 21, 2008 That is an interesting first post! I smell at a rat.... or maybe an electronics company employee! i figured thats the conclusion you would jump to. but thats ok, no hard feelings. I have been reading these forums since i bought my Lcd tv and eventually the Ep10. havent felt a need to say much till recently. if im a rat so be it
Submariner1503559614 Posted May 21, 2008 Posted May 21, 2008 i figured thats the conclusion you would jump to. but thats ok, no hard feelings. I have been reading these forums since i bought my Lcd tv and eventually the Ep10. havent felt a need to say much till recently.if im a rat so be it Welcome to the forums
Pfeff Posted May 21, 2008 Posted May 21, 2008 just a comment to pfeffhave you actually tried calling them and getting your problem resloved?...Snip Well actually yes I did call for the first time back in October about my EP10 redemption when I got my cheque but no titles. That got fixed in a few days. Then again early on with the XE1 but that didn't work this time, just got the 45 business days... then the short winded followup emails got the 45 business days... The long winded versions were to alert Toshiba that there was a big problem not just a couple individuals... Also it might take awhile to read but you have got to provide detail sometimes. I guess you are right, some customers do complain more than others, but everyone deserves a resolution no matter the circumstances. BUT, as gm of a very dedicated, customer oriented team, we don't get many complaints in the first place, and secondly, those that do get their problem resolved without my intervention. That's what a customer service team should do, shouldn't it? And one other thing, our products are the subject of regular discussion on a forum related to our industry. We have one of our internal sales team monitor the threads for feedback in an effort to know how we are viewed by the end user (we sell to resellers not consumers direct). If Toshiba had half our level of marketing savvy, this thread would have ceased 20 pages back. Welcome to the forum Calc... but I have to ask, is your nickname a typo? Cheers Pfeff
achjimmy Posted May 21, 2008 Posted May 21, 2008 just a comment to pfeffhave you actually tried calling them and getting your problem resloved? Your kidding right? Some guys here have tried calling several times to just get stone walled Being a "gm" you would have come across the customers that like to whinge and complain to no end, no matter what you do for them, they will be unhappy. Simple dont give them anything to whinge about in the 1st place, otherwise accept customers like this as part of doing business On another note, unless you call or email (when it works, if it doesnt try calling) whinging on here doesnt let them know, that you have a problem. From experience, once you call them, the problem gets resolved a lot quicker. BS Lots of companies now employee people to read forums, go over to Whirlpool and start complaining on there about an ISP and you will be asked in about 30mins who you dealt with and what they said! zorg, since pfeff linked this thread to tosh, they are probably reading this now and you suggesting empty ACCC threats won't go as far as it may have. This contradicts what you said above, what makes you think Zorgs threats are empty? I see plenty of Samsung customers are starting to get results now the fair trading and others are involved Dont forget Toshiba chose to continue this redemption program even after they drop there pricing, if they run out of titles or cant count the number of players in there warehouse and multiply that by the offered redemptions that is not the customers fault.
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