California Health Express

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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response from Toshiba America does not address any of the reasons for the initial complaint, nor the facts of the matterToshiba says that I need to "seto *** repair facility to have it properly diagnose and repair (SIC) with the engineers." If the original complaint had been read, Toshiba would have understood that the computer *has been sent in *4* times for "diagnose and repair."* It has now been at *** since early August with no confirmed date for repair.Toshiba says in their response that "replacement is not an option" under the Standard Limited WarrantyYet, in the next paragraph, they quote the warranty by saying "If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair *or replace* the Product...." contradicting the previous statement.After receiving Toshiba's response, I have the following concerns: 1) the response clearly indicates that my actual complaint was never read by Toshiba given that it said I need to send it in for "diagnose and repair" even though I indicated it *has been sent in* for the fourth time; 2) I have not had use of my computer for 1/months (since the failure that occurred on May 27); 3) No realistic resolution time for repairing the unit has been given -- *most* vendors have an "anti-lemon" policy that after failures for the same problem, would issue a replacement; and 4) As reported to the Revdex.com last week, Toshiba has *not* answered any of my four messages left to the Toshiba number listed on the *** Revdex.com web page (supposed to be a hour response), nor does the contact listed for escalation even work for the company*The information Toshiba provides is inaccurate.*As thoroughly documented in the initial complaint, the issue is *NOT* that the computer needs to be sent in for diagnosisThe computer is now on the *FOURTH* repair from the vendor and has already been diagnosed for a fourth timeNone of the previous attempts at repair have been successful.I would appreciate a response *from Toshiba* (not ***) that addresses the actual details of the complaint and indicates that it was actually read by ***
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 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,
*** ***

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 received a defective replacement lap top from Toshiba last week The lap top has a Critical Error issue in hardware and Toshiba technicians were unable to troubleshoot the problemI do not want another defective replacement as this will be the THIRD time I am experiencing lap top issues with their products I am requesting a FULL refund for the replacement lap top of $1,plus a prepaid return shipping label to return the defective unit
Regards,
*** ***

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 Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that last 7/16/our customer was able to speak with one of our software support (Plus Care) representative, a fee based support who handles software issues. Our representative performed advance troubleshooting on the computer, our customer confirmed that the issue was resolvedAfter a few days our customer called back 7/19/and said he experienced the same issue, at this point different troubleshooting steps can be done to further isolate the problem of the computer, It may either fix the issue upon troubleshooting, or it may result to be a HW failureMost of the time, factory reset is the last resort to further isolate the issue and determine whether the issue is SW or HWHowever, for unexplainable reason, there are times that issue gets worse upon troubleshootingPossible cause might be some unwanted files/apps previously installed in the unit trigger to be activated and cause more issues on the unit like what happened on the customer's computer. For the inconvenience that our customer has experienced TAIS processed refund for the support that they paid

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. Hi Toshiba:First,I want to say I didn't decline the offer to the timeframe of the repair. In the fact, ***(Toshiba) told me I didn't need to ship my adapter and just to ship laptop in the shipping box. If I decline Toshiba's offer, why we need to discuss about the details of shiping? I mentioined that I need laptop for my work for my living so give me some time. In the next day, I purchased an Toshiba laptop for my work and my living. Please see attached invoice.Anyway, let us to say it is an communication misunderstanding. I am able to ship my laptop to fix. Please call me at *** to tell me about which day I could receive the shipping box. Let us to close the case peacefully. Thanks
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research Toshiba followed the (Paperless Campaign) for the economical purposesOur customer can logon to our website at *** and just enter the serial number of the TV
for them to check the manual & specifications of the unit or they can contact our Toshiba Visual Product Services and Support 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 our customer was able to speak with one of our Order Desk representatives and has discussed about the process and options that they can provideOur order desk representative has offered a prorated refund and that is based on the fair market value of the unitHowever our customer did not accept the offerThis refund that was provided to our customer is still open for processIf the customer has any questions or concern they may contact at ***

A Toshiba America Information System (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 Plus Care representatives which is a Fee Based supportOur Plus Care representative has figured out that the unit has a software issue and a possible virus infectionIn accordance with our Standard Limited Warranty, any Software support or fixes is not coveredOur customer was offered a fee-based support for software fixed and / or virus removals however, our customer declinedAt this time, we consider this matter closed

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 due to the fact that I have already returned the laptop I thank the store I bought the laptop from, not Toshiba
Regards,
*** ***

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 one of our case managers and they processed a VIP repair for the computerThe unit has arrived in our VIP repair facility
last 10/30/and currently the unit is under repair by our Toshiba EngineersIf our customer has any questions or concern they may contact us at 855-674-At this time we consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that the unit was already out of warranty since 08/19/and based on our records our customer called our Corporate department last 02/16/and according to our
customer they sent the computer to Toshiba Repair Services (TRS) (***) which is a third-party company and TAIS has no ability to access, manage or modify their systemOur customer was referred to *** our VIP repair facility wherein our Toshiba engineers doing the repair, since the unit was already out of warranty TAIS cannot authorize any repair so that our corporate representative just provided the address of our facility, our customer sent the unit with their own expenseHowever when the unit reached our Toshiba Engineer's facility they found out that the parts is no longer availableOur corporate representative informed that the parts might already discontinue considering the age when the model of the unit was manufacturedOur corporate representative just provided a suggestion to try to contact another 3rd party parts distributorAt 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 last 7/16/our customer was able to speak with one of our software support (Plus Care) representative, a fee based support who handles software
issues. Our representative performed advance troubleshooting on the computer, our customer confirmed that the issue was resolvedAfter a few days our customer called back 7/19/and said he experienced the same issue, at this point different troubleshooting steps can be done to further isolate the problem of the computer, It may either fix the issue upon troubleshooting, or it may result to be a HW failureMost of the time, factory reset is the last resort to further isolate the issue and determine whether the issue is SW or HWHowever, for unexplainable reason, there are times that issue gets worse upon troubleshootingPossible cause might be some unwanted files/apps previously installed in the unit trigger to be activated and cause more issues on the unit like what happened on the customer's computer. For the inconvenience that our customer has experienced TAIS processed refund for the support that they paid

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaintAfter doing a research TAISfound out that our customer has been contacted by one of our corporaterepresentatives and has advised that they can send that unit back to our depotrepair facility for rework
Our representative has informed our customer aboutthe warranty coverage of the unitIn accordance to the Standard LimitedWarranty of the unit replacement is not the optionAnother repair authorizationwas created that our customer can complete it online and our customer willreceived a box that they can use to send the unit going back to our depotrepair facility under repair order number ***At this time we considerthis 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
Because of a language barrier with a very heavy accent to which I did not understand fully what I was being charged for or that there was a fee for any conversation I had, I do not accept your response Also because of this problem I do not wish to communicate with anyone any further about any help that I was charged for I would like to see a record of this attemp of communication and a message left regarding this attempt Like I said in my complaint I did not receive anything for the charge of I choose to no longer do business with your company now or in the future and would like a refund for a charge on my account that I was not fully aware of nor received any gain from
Regards,
*** ***

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.***
***
*** ***

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,
*** ***
I do not care what Toshiba has to say about their products I tried fixing their computer but their products are horrible I just want the money back I put in $dollars into fixing this still does not work right Is there anyway you can get my money back or what about a new product from them that is worth the money I am asking for which is $

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
We are still having problemsWe just received the computer back and already having problemsI am attaching pictures to support our experienceThese pictures were taken at4pm on 11-20-
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 one of our case manager and has explained that the issue of the computer is not covered by the standard limited warranty
In accordance to the standard limited warranty of the unit it is stated;What Does this Warranty Not Cover?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 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-Toshiba manufacturers, suppliers or publishers may offer their own warranties.If the custumer has any questions or concern they may contact at 888-933-or visit our website warranty.toshiba.com