California Health Express

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint and the following are the result of our comprehensive research:Customer was not able to register the unit with Toshiba. It is clearly stated on Toshiba's Standard Limited Warranty that Toshiba
stronglyrecommends customers to register their product either during the initial staof the product, or online at register.toshiba.comthough failure to complete Product Registration will not diminish customer's rights under this Limited WarrantyBased on Toshiba's warranty information, the Warranty Expiration Date of the laptop was Nov 14, Customer was able to speak with a case manager on October (Incident Id: ***) and customer was informed that based on Toshiba's System Check Result, the PC model number PSKU8U-is not an affected model therefore replacement is not required which TAIS was able to confirm as well. Recall of Battery Packs Used in Certain Toshiba Laptops is available at Toshiba’s website at go.toshiba.com/batterySince customer is claiming that he is experiencing severe overheating of the bottom of the laptop and that the laptop was shutting down randomly, TAIS highly recommend to have the unit physically checked by a certified technician for diagnosis. The first and most important thing that customer need to do when the laptop is overheating is to clean the fan that provide cooling to the CPU and graphics cardOver time, they build up layers of dust and dirt that slow them down and block airflowA laptop that severely overheats causes damage to the internal components of the computerBefore this happens, the laptop should attempt to shut itself down. Toshiba offer Out of Warranty and Out of Scope repair. Customer can visit our repair website at https://support.toshiba.com/repair, and click the “Out of warranty laptop repairs” link on that page to setup your repair or they can call (408) 582-

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has offered to send the unit to our Toshiba Engineers for a VIP repairTAIS will send a free box to our customer that they
can use to send the unit going to our Engineer’s repair facilityOur customer agreed to the offerIf the customer has any questions or concern they may contact us at ***At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has advised our customer that we are going to provide a VIP repair for the unit and it will be send to our Toshiba
engineersOur customer agreed to the repair processIf the customer has any questions or concern they may contact us at 949-461-

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found that the unit was already out of warranty last 12/26/and after months our customer called in to report an issue of the unitOur customer was able to contact
our customer relations department and they provided a one-time courtesy repairHowever the repair took more than a month due to backorder parts and customer asked for a replacementThe case was endorsed to our order desk department to process replacement computerHowever, after they reviewed the case based on their guidlines and the standard limited warranty of the unit, any replacement or refund is not appliclable for the computer because it was out of warranty since December before the last repair has processedOur customer was advised that the unit will be send back because the part is no longer availableSeeing 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's complaintAfter doing a research TAIS found out that our customer was able to speak with one of our case managersOur customer was advised that TAIS cannot process repair reauthorization because it was already
months since the last repair was done and the unit was already out of warranty since 12/25/Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistanceThey may contact Toshiba Repair Services at 1-800-438-

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer was able to speak with our case managers and was informed that the issue of the computer is out of scope due to physical damage, which means it is
not covered by the Standard Limited Warranty of the unitThe LCD display screens on notebook computers are made of two thin layers of glass with dark liquid crystal material in betweenThe glass is covered on the outside by a layer of plasticOur customers often feel that there cannot be a broken LCD display because they cannot feel the breakHowever, cracks in the glass usually cannot be felt because the plastic covering rarely breaks or fracturesLines or pattern might appear on the screen and also Black “spots”This can be liquid crystal spilling out of a crack as evidence by the lines showing on the screen of our customer’s computerOur customer can contact Toshiba Repair Services at 800-438-At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has offered our customers to send the unit to our VIP repair facility and have it diagnosed and fixed by our engineersTAIS
has advised our customer that we are going to provide a free box that they can use to send the unit to our facility and the repair process will take 7-business daysHowever, our customer declined the offer due to the timeframe of the repair process and they requested for a loaner computerTAIS has advised our customer that we are not providing a loaner computer in accordance with the Standard Limited Warranty of the unitIf our customer has any questions or concern they may contact us at 949-461-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer has been contacted by one of our corporate representatives and was informed that the issue of the computer is out of scope due to physical damage,
which means it is not covered by the Standard Limited Warranty of the unitOur customer can contact Toshiba Repair Services 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 based on the information on our system the issue of the unit needs to be sent to our depot repair facility to have it repairedThe part that is needed to be replace is not part
of the Customer Replaceable (CRU) Parts Service because that is depending on the specific product model of the computer with accordance to the Standard Limited Warranty of the unitIf our customer has any questions or concern they may contact at 1-800-457-or they can visit warranty.toshiba.com

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 case managers and has informed that the issue of the computer is not covered in accordance with the Standard Limited Warranty of the unitTAIS would like to apologize for the inconvenience our customer has experiencedBased on the detailed specification of the unit it does not show that the computer is made from aluminum, it shows that the unit is a "Premium brushed aluminum finish" (Aluminum skin)TAIS found out that the warranty of the computer was already expired last August Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistanceOur customer may contact Toshiba Repair Services at 1-800-438-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Toshiba simply reiterated their prior position, which was to offer a (third) chance to have the laptop repaired as my only alternative. I reject their offer because my laptop should have been fixed the first time I sent it in. And then the second time. There should be a limit to how many times a customer has to put up with bad service. My limit is twice. Theirs appears to be or more. Toshiba's reply to the Revdex.com complaint, however, is consistent with the "support" they've provided - FAIL.Regards,*** ***

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has informed our customer that the locking up / hangs results came from our depot repair facility after the diagnosis by our techniciansThey found out that doing Recovery for the Operating System will fix the issueTAIS has verified if there’s still something wrong with the unit so that a VIP repair can be authorize as a onetime courtesy for the inconvenience our customer has experiencedHowever our customer alleged that they send the unit to a local technician and have it fixAt this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint
After doing a research TAIS found out that our customer was able to speak with one of our case managers and has explained that refund is not the option in accordance to the standard limited warranty
Our representative has offered to send the unit to our VIP repair facility to have the fixed and to be evaluated by our engineersHowever our customer declined the offer

Our customer was able to speak with one of our case managers and he was informed that our technical support and software representatives doesn't have access regarding the information of our corporateTAIS will still process and assured that feedback and necessary action will be provided after thorough investigation for those missed call back that was scheduled.TAIS has explained to our customer that there is a lot of things to consider why Hard Drives failed to work and regarding with the Fan noise of the unit, this issue need to be isolated if its a hardware or software concern, if this is really a fan issue the unit will turn off due to overheatingOur customer may check the Drivers and Updates on our website at support.toshiba.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
yea they want me to send the package to them and be without computer for day???? What a ridiculous thing
Regards,
*** ***

I am not very happy with this response I feel it is a direct example of how there company has no concern for customer serviceThere isn't even a stated apology for what I have been through with there companyI still don't have tthe computer I paid for in February, and this whole process has been a considerable effortIt has taken me over hours on the phone and they have been very resistant to fixing things under warrantyI had to explain to them, by them insuring things they are responsible for fixing them if covered under policyThat is what insurance isThey have treated me terribly and I feel their company definitely is not concerned with customer service or qualityThey have done nothing to right anything they have done to me they are only doing what they have to and fighting me on it every step of the wayPlus it is taking foreverThey should have just replaced it by now

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is the same response I get all the time from all Toshiba reps (who are in philippines)Toshiba guys are only cheating me and wasting my time,
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that our technical support team was able to processed troubleshooting on the unit andThe troubleshooting that was performed on the unit is part of process to determine if the problem of the unit is software or related issueSince the unit is still in warranty when our technician found out that the issue is a hardware related, a depot repair was process in accordance to the standard limited warranty of the unit. TAIS will still assured that feedback and necessary action will be provided after thorough investigation

A Toshiba America information System
(TAIS) representative has been in contact with our customerTAIS
has
apologized for the inconvenience our customer has experiencedTAIS has advised
our customer that this case will be forwarded to our order desk department to
have his computer replacedTAIS has advised our customer that one of the
representatives from order desk will call him within 1-business days to
discuss about the process of the replacementIf the customer has any questions
or concern they may contact us at ###-###-####At this time we consider this
matter closed