California Health Express

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

I am on vacation and don't have access to my computer to get the serial numberI cDNA send it to you on August 8.Thank you for your assistance.Regards,*** ***

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 flat out LIED about what the tech support concluded after troubleshooting me To clarify what actually happeneddays after receiving the replacement unit, the lap top alerted me of a Critical Error and stopped working I immediately contacted Toshiba technical support and after they finished multiple attempts in troubleshooting ...the technician concluded that it must be a hardware issue The technician forwarded my case back to the Order Desk so I could coordinate returning the DEFECTIVE Replacement laptop I expect a full refund for the defective replacement unit I received
Regards,
*** ***

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 our technical support department due to a software issue of the unitOur customer’s computer was already out of
warranty since February and even if the warranty is not expired in accordance to the standard limited warranty (SLW) of the computer any replacement or fixes of software is not coverSeeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistanceOur customer can contact Toshiba Repair Services at 1-800-438-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 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 the unit was dignosed by our technicians and undergo to the standard process of repairThey reported that there was some type of liquid residue found inside
of the unitOur customer was quoted for the repair due to this out of scope issue, meaning it is not covered by the Standard limited warranty of the unitIf the customer has any questions or concern they may contact our technical support deparment at 800-457-

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-

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 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,
*** ***

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,*** ***

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

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

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 our Plus Care Department which is a fee based support who handles software issuesThey have explained to our customer
what kind of troubleshooting steps are required for the unit's software issue to be fixedEven though the unit is in warranty in accordance with the Standard Limited Warranty of the unit; Software support, fixes or replacementSoftware, if any, distributed with the Product under the Toshiba brand name is licensed to you and subject to the end-user license agreement presented to you during Product boand available at laptops.toshiba.com/eulaUnless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by ToshibaHowever, non-Toshiba manufacturers, suppliers or publishers may offer their own warrantiesIf our customer has any questions or concern they may contact at 888-933-

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:
I am rejecting the response, but may accept it if I can have an explanation and clarification of Toshiba's proposalFirst, it is not true that my husband was not quoted $to fix the laptopHe wreplace the mother boardMy husband was quoted $for the broken hinge, which he was willing to payHowever, he felt that "why fix the hinge, when the real problem was not being addressed", namely the non-working USB ports and the "missing blue part" Which we never saw If Toshiba is implying that an internal missing part and non-working UBS ports and mother board is his fault through some kind of misuse Toshiba is wrong and insultingThis laptop is used for real estate business and is not being tossed aroundAnd, what exactly is Toshiba's definition of misuse? That term is extremely broadA mother board certainly wouldn't be broken because of "misuse"Don't forget, my husband had this laptop for less than a year when he called Toshiba to tell them the USB ports weren't working
However, if Toshiba is telling me that the $includes replacing the hinge, and repairing the USB ports, which includes the missing "blue part "and the mother board, which is what Toshiba said was wrong with the laptop, then that would be acceptable
Regards,*** ***

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