California Health Express

Dear Sirs,Toshiba America Business Solutions, Incdoes not manufacture or sell DVD playersPlease see the link: http://support.toshiba.com/dvdplayersThis item is a product from Toshiba America Information Systems, Inc Please follow the links on the webpage for customer support.*** [redacted] ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research, TAIS found out that our customer's computer was sent to our VIP Repair Services for a warranty serviceIn accordance with the Standard Limited Warranty, its coverage is our Toshiba Depot Notebook ServiceFor our customer to be assisted further if they are still having some troubles, they will still be working with our Technical Support in [redacted] , since they will be needing to process it on their end, for our customer to claim a warranty repairIf our customer is still having troubles, they may contact us at [redacted] for us to provide the best option for the unitAt this time, we consider this matter closed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 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, [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter 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 repairedOur representative sent an email for all the information as per our customer’s requestIf they have any questions or concern they may contact at 877-421-At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter 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 [redacted] debit cardOur representative explained and provided a time frame when our customer will receive the refundIf our customer has any questions or concern they may contact us at [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 inform me by phone on June 2015- and I have a saved conversation of these calls- that the replaced parts will have a warranty of one year extending beyond the Laptop warranty which contradicts what they are stating right now that the replaced parts has days warranty only! During my calls with them last month, they contradicted their statements many timesOne case manager said that only parts replaced after warranty expires has one year warranty while those replaced during warranty expire with the warranty expiration! Another said the replaced parts has no warranty at all! Obviously, they are inconsistent in their statements and they are breaching their original statements We mainly agreed on June that parts has one year warranty beyond Laptop warrantyThey clearly stated that the replaced parts will have one year warranty while the other parts' warranty will expire with the laptop warrantyThis was in addition to an apologize for the poor quality repair and for receiving the laptop back from repair with frame loose! I have contacted the technical support who confirmed that these issues are mostly related to repair and suggested that it is sent to their facilityI suggested to the customer relations that although I have saved conversation to prove my rights for replaced parts one year warranty, I'm willing to let the VIP technical check and decide if it is related to repair or defected/re-manufactured replaced parts, then they should repair and replace themThey refused my request and denied that the replaced parts warranty I was informed of earlier although I have supporting documents! Now I need also to raise a complaint against the improper handling of my laptopWhen I received the laptop with loose frame, they replaced the cover, the LCD and the frame and I wonder if they replaced the new parts with re-manufactured not a new parts! If that was the case, I should certainly have received a full refund, if not, I'd like to enforce the one year warranty of the replaced parts.I'm ready to supply all documents supporting my claimAs I'm hearing impaired, I contacted Toshiba through relay and I have saved documents of most if not all conversations Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 an International Warranty which states "If you have purchased an International Warranty Extension, this will be available in countries worldwide in which Toshiba has Authorised Service Providers." I have contacted Authorized Service Providers, and they are unable to order parts, and are unable to decipher why they are unable to do soSo the question is why does Toshiba not honour their international warranty??Furthermore, Toshiba claims to not have the parts in stock, however when I contacted their parts supplier Encompass, they do in fact have the parts available.Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 ToshibaAlso as I mentioned before, there are several models of similar Toshiba laptops that have already been recalled due to a faulty hingeThis leads me to believe that Toshiba knows the hinge is faulty and is refusing to repair the laptop Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintBased 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 unitOur customer can contact Toshiba Repair Services (TRS) at ###-###-####At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter 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 cancelledThe customer was emailed in accordance to the Terms of Sale; “Orders are not binding on TAIS unless accepted by TAISAcceptance of an order occurs when product shipsAcknowledgment of receipt of an order does not constitute acceptance of the order by TAISProduct ordered may become unavailable due to product or parts shortages, discontinuance of product, or other reasonsIn 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 orderIf you did not request this cancellation, we suggest that you verify that your personal data is correct with your credit card companyOnce 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 dayOur customer did chat with our representative and was advised that the order did not pass our verification process and could not be processedThe order has been cancelled and cannot be reinstatedIf 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 DirectIf our customer has any questions or concern they may contact at 800-618-At this time we consider this matter closed

A Toshiba America Information Systems TAIS representative has reviewed our customer's complaintAfter doing a research TAIS found out that we had issue funding the rebates four our customer starting May of The funding will be done by tomorrow and card will start shipping early next week

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I purchased a product that I expect to work I cannot stop running my business for days while they tinker around with it I have requested a local repair shop, they say they don't have one not only will I lose revenue by not having a laptop for days but I also must incur the cost of shipping and restoring the computer once I get it back since apparently they cannot repair it without wiping out the mother board this is just a wifi issue, not sure why the mother board must be wiped out it will cost me more to do a depot repair than to buy another company's product and sell this one on craigslist This is unacceptable as a customer It seems unfair that your customer must put out money when YOUR product breaks Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Toshiba refuses to acknowledge that the screws that were absent from the computer to begin is the exact problem and what caused the hinge to come undone and pinched the wires of the computer If the product is missing parts that were not there at the time of sale then it is in fact the a manufacture's defect and that is in fact covered by a warrantyI do not accept that Toshiba will not repair my computer due to an issue that was caused by their manufacturing line and poor quality controlComputer will be sent in so that they can see exactly what problem they caused with this computerI expect them to repair the issue caused by the lack of screws that were NOT with the computer upon purchase Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter 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 warrantyOur 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/Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research our customer’s computer arrived in our depot repair facility and diagnosed by our techniciansThey 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 thereIf 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

A ToshibaAmerica Information Systems (TAIS) representative has reviewed our customercomplaintAfter doing a research TAIS cannot find any records on our systemsusing our customer’s information (Name, Phone #, Address, and Email Address).Our customer can contact our Technical Support Department at [redacted] Atthis time we consider this matter closed

I filed a Revdex.com complaint against this company already on 11/19/(Complaint ID [redacted] )I purchased a laptop computer last January and shorlty after purchasing it the keyboard no longer workedI spoke to Toshiba customer service and after trying their recommendations, I sent the computer to their repair facilityThe computer was returned in what seemed to be working order, but in another few weeks the same is occurredAgain 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 timeAfter 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 replacementAfter receiving my 'repaired' laptop back, shortly then again the SAME issue arose for the 4th timeI 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 repairClearly the repairs are not working and I'd like a refund for the product or fair solution to what is clearly a 'lemon' computerToshiba 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 workAfter speaking with Level and support, it has been determined that there is a hardware issue with the "new" computerAt this point, I have sent the original computer back 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 companyNow 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 days after purchase when my initial keyboard problem happenedSince it was outside of the day return policy, they told me that they couldn't give me a refund, but they could attempt to fix the issueAlmost a year later, I'm still dealing with hardware issues and am only being offered a partial refundThis is not an acceptable way to do businessI'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 againIf anything, I should be paid for my wasted time, not offered a partial refund

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter 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 providerOur customers are responsible for appropriately packaging the ProductThe unit arrived in our depot repair facility last 05/19/and the parts that were needed to be replace was in backorder and the unit was on-hold in our repair facilityOur customer was able to speak with one of our corporate representatives and been advised that the unit will be sent back to our customerBased on our records the unit has been repaired and was delivered last Thur6/18/11:am under [redacted] tracking no [redacted] At this time we consider this matter closed