California Health Express

A Toshiba America Information System (TAIS) representative has reviewed our customer complaintWe tried reaching our customer however, got rerouted to a Voice MailWe will still try to reach him the next business day to provide the recommendation that we have for the issue of the unitIf our customer would like to follow up with us, they call us at *** to provide the best day and time for us to reach them to discuss this concern

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 claims the warranty terms do not apply because of physical damage (a crack) in the body of the computerHowever, I believe the crack occurred due to fatigue caused by Toshiba's failure to properly assemble the device such that when delivered to me, it was missing one of the screws that is supposed to secure the body togetherThe missing screw is in the section closest to where the crack occurredThe Toshiba warranty states
“Toshiba America Information Systems, Inc
(“Toshiba”) warrants that the Toshiba branded product you purchased for your
end use (“Product”) is free from defects in materials and workmanship under
use during the Limited Warranty Period.” Toshiba sold me a laptop that was missing a screwUnder use, a fatigue crack formed within months of purchaseThe fact that the body of the computer is damaged is exactly the pointThe computer had a defect in workmanship that caused it to fail under useI should not have to prove the cause of the failureIn fact, it is in practice impossible to prove what causes a fatigue failure (I'm an engineer by trade)Can Toshiba prove that the unit has been exhaustively tested with the screw missing to not suffer fatigue failures? If they can provide documentation of exhaustive testing of this scenario, I will happily drop my complaintOtherwise, I consider this to be their responsibility under the warranty terms.If Toshiba does not address this concern, I plan to bring the complaint under the *** arbitration process described within the warrantyI'm quite sure that my complaint will not be considered "frivolous" or "brought for improper purpose." Would it not be simpler for Toshiba to simply honor the terms of their warranty now rather than be compelled to do so by an independent arbitrator? I've asked several lawyer friends about this case and all have assured me that in an instance like this, any arbitrator would place the burden of proof on the issuer of the warranty if such an obvious manufacturing defect was involvedThis means Toshiba will lose the case, they'll incur substantial fees in doing so, and they have an extremely unhappy consumer who will also publicize the issue in social media and make sure his company doesn't purchase Toshiba equipmentI'm not sure who at Toshiba is deciding to ignore this complaint, but they're making a very bad decision on behalf of the company
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:
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 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-

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 representatives and has explained that Toshiba has a Standard Limited Warranty that covers repair if
the computer has hardware problemBased on the standard limited warranty of the unit, exchange or replacement is not the option not unless the Toshiba unit fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/partThis is your sole and exclusive remedy for breach of warrantyReplacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longerHowever the unit was already out of warranty since Dec.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) has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS has informed our customer that due to back-order parts that was ordered the repair process of the unit exceeded to the provided time frame of the repairTAIS has informed our customer regarding the part that was replaced on her computer and as per customer's request TAIS has provided a refund for the shipping and handling that they paid when they send the unit to our repair facilityTAIS has advised our customer if they have any questions or concern they may contact us directly at ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customercomplaintAfter doing a research TAIS found out that our customer was able tospeak with one of our case managers and was informed that his case will beforwarded to our Order Desk Department for replacementOur customer willreceive a call within 1-business days from one of the representatives todiscuss the process of the replacementAt this time we consider this matterclosed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our representative from our software department (***) has made multiple attempts to contact our customer by telephone however our customer has not returned
any of correspondence requestsOur customer can always contact our technical and software department at ###-###-#### or ###-###-####At this time we consider this matter closed

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
Regards,
*** *** Toshiba has not personally addressed my complaint. I, along with many other customers, had a screen malfunction within the warranty period. Screen malfunction was NOT due to physical damage or neglect on my part. The problem that developed in my computer, under warrenty, is the same exact problem that is described by many, many people in *** review of said productMy chromebook lasted months before it became unusable due to a product defect.Despite my repeated attempts to talk with someone in a position to assist me (vsan overseas operator) and three letters written to Toshiba America, I have been unable to connect and get this issue resolved. I believe Toshiba is blatantly not honoring their warranties

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is brokenOur customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hingeThe Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $not $and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepairedAll the processed that was made on the case were based on the Standard Limited Warranty of the unitWarranty stated:What Does this Warranty Not Cover? On-site service/repair, or service made necessary by accident,misuse, abuse, neglect, improper installation/maintenance, modifications, fire, theft, acts of God,power failures, surges or electric shortages, lightning, or repairs by non-Toshiba authorized serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, fadedor missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacementof covers, plastics, or appearance parts such as interior or exterior finishes or trim.Software support, fixes or replacementSoftware, if any, distributed with the Product under theToshiba brand name is licensed to you and subject to the end-user license agreement presented to youduring 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-Toshibamanufacturers, suppliers or publishers may offer their own warranties. How to Obtain Repair or Replacement Service For A Product Purchased In The United States?Depending on your specific product model, Toshiba may offer any one or more of the followingapplicable repair or replacement services: (1) Repair-Return Service through Toshiba’s DepotService, (2) CarService to an Authorized Service Provider, (3) Customer Replaceable(CRU)Parts Service, or (4)Whole Unit Exchange ServiceTo determine the warranty service methodfor your specific model, please visit our web site at ***A limited number ofmodels may also carry an international limited warranty which offers warranty service outside thecountry of original purchase.You will pay any packaging, shipping charges, insurance, taxes and duties associated with thetransportation of the Product or original CRU to the service center or providerYou are responsiblefor appropriately packaging the ProductFor any replacement Product/CRU, if Toshiba does notreceive the original Product/CRU from you within ten (10) days after your receipt of the replacementProduct/CRU, you will pay Toshiba the retail value of the replacement Product/CRU

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 resolvedI got my new computer today, which makes me happy. I am thankful for the corporate representative *** who looked over the case and helped me get a replacementI am still not happy that Toshiba put me through a lot of crap, just so that I could get a working computerThey need to change their ways, or they will lose continue to lose costumers, like me.
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research the records that we have was the first repair of the unit when it was still in warrantyOur customer called us last 11-23-for the VGA port issue, he was able to speak with
one of our technical support representative and they processed a depot repair for the computerThe unit was sent to our repair facility and our customer was quoted for the out of scope issue which is not cover by the standard limited warranty of the unitOur customer was able to settle and authorized the payment for the repair of the issue and the unit was sent back to our customer repairedAs of now we cannot find any repair under our customer's computerOur customer may contact the facility or repair where they processed the repairAt this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintBased on our records, one of our senior tech support representatives offered to send the unit to the depot repair facility to fix the issue based on the coverage of the standard limited warranty of the
productIf the customer would like to send the unit for a repair the customer may contact *** for assistance on thisAt 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 case managers has been contacted our customer and has offered a replacement due to the inconvenience that they had experiencedOur customer agreed
to the offerOur representative has advised our customer that they will receive a call within 1-business days from one or our order desk representative to discuss the process of replacementIf our customer has any questions or concern they may contact at 855-674-***

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
Excuse me, but that is the same responseI'm guessing you are based out of another country I do not understand your heavy accents as I have ALREADY stated There was a miscommunication and even if there was troubleshooting done I would never pay $for that I would like a refund that is all
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS found out that our customer has provided a replacement computer and it was delivered to our customer’s location last Wed 10/14/4:PM under *** tracking number
***If our customer has any questions or concern they may contact our technical support department 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 that our customer was able to speak with one of our case manager representative and was informed that based on our system the Satellite L50W Model # *** did not find any defects or part defects based on the standards of the unit, which means that the unit is not part of the recallBefore they process sending the unit to our depot repair facility our representative has informed our customer that the issue is not covered by the standard limited warranty of the unit and has explained the coverage of the warrantyToshiba standard limited warranty stated; Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded or missing keycaps or keyboard cover (if applicable), replacement of missing parts, provision/installation/removal of retrofits or peripherals, replacement or fixes of software; repair or replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trimSoftware 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 question or concern they may contact Toshiba repair services to set up a repair for out of scope issues at 1-800-438-

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 coordinate with our level technicians to perform troubleshooting on her
computerOur customer has been contacted by our technician and they performed troubleshooting on the unit and they found out that there is a hardware issue on the unitIn accordance to the Standard Limited Warranty (SLW) of the computer a depot repair order was for processed under repair order *** and our customer was advised that they will receive a box with a shipping label that they can use to send the computer going to our repair facilityIf our customer has any questions or concern they may contact us at ***

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 (***) representative has reviewed our customer's complaintAfter doing a research *** found out that our customer was able to speak with one of our corporate representative and provided a resolution for the issue*** has offered an additional or an extension of the warranty to compensate the time that the unit was with our repair facilityHowever, our customer declined the offerThis offered resolution is still open for the customer, if the they have any questions or concern they may contact at ***