California Health Express

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
Please refer my earlier complaint #*** where in I complained that my computer stopped working within months of purchase, model # *** * ** * * ** serial # ***, and their case assigned number *** and the case was handled at your end and they called and agreed to send a brand new computer within a short timeThe computer was purchased on 12/27/and the computer stopped working within months timeI contacted them on 7/1/and since then it continued back and forth with thier repair center which they could fixWhen I was contacted by your office I replied that the case was resolved and they have agreed to give me a new computerHowever they have NOT resolved the case yetThey have been asking me to supply the copy of purchase receipt which I had sent them before October After several weeks they agreed that they have received the purchase receipt, but they said they are going to find out if they will prorate the cost or what they will do, but till date I have not received the either the refund or a new computerI think their intention is to keep on delaying so much that finally I will go and buy a new computer and they will not need to apy me anythingI think they run a shabby businessEither they refund my purchase cost of $or they send me a brand new computer (compatible or better) with another year of warrantyMy first preference will be to get the full refund and NOT to deal with such a shabby company
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
last 11/23/and they processed another repair for the unit under repair
order number
TP-with a free box that our customer can use to send the
unit back to our repair facilityThe box was already delivered last Mon
11/30/9:am under *** tracking (***)If our customer has any
questions or concern they may contact us at 1-800-457-At this time we
consider this matter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintBased from the response, *** ***'s *** *** are the ones who informed our customer that Toshiba can fix the issue of the unit however, they're from a Third Part Company and they're not authorize to inform our customer on which can be covered or notOur customer was able to speak with one of our Case Managers, they were already informed that HDD passwords are being set up by the end-user and any Toshiba Notebook won't setup an HDD password automatically and there is a specific software program that is being used to set that up
In accordance with our Standard Limited Warranty:
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

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 *** tracking no***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
The language ..."TOSHIBA
IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR
INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THE RESTORATION OR
REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY
TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED"does not appear anywhere in the Toshiba End User License Agreement (EULA) as shown at *** However, a plain reading of the argument in quotes is that ..."TOSHIBA
IS RESPONSIBLE FOR THE RESTORATION OR REINSTALLATION OF ALL SOFTWARE
INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED". Thus by their own argument against the complaint, Toshiba has completely affirmed the complaint's validity. TruNote, TruCapture, and TruRecorder are installed by Toshiba on its Encore Write tablets at the time of their manufacture. Toshiba is therefore responsible for the restoration and reinstallation of these and all other software programs originally installed on the tablets.Moreover, Toshiba's use of language from a repair warranty is just a specious attempt to sling anything at the complaint in the hope it will stick. The complaint has nothing to do with the tablet's repair warranty, but rather with Toshiba's violation of the terms of its End User License Agreement and with its unfair and deceptive attitude towards full support of the Encore Write tablets. The intransigence of Toshiba in its refusal to simply provide downloadable TruNote, TruCapture, and TruRecorder installation files for owners of its Encore Write tablets is typical of any large manufacturer that has no true regard for its customers' needs. Toshiba could easily control such downloads, if that is an issue, by requiring customer serial numbers. Mine is ***. Now Toshiba can stop claiming that it has no record of my tablet ownership, although of course it has had that record all along.Toshiba has thus far not had the integrity to fully provide what it owes to its customers, and would prefer instead to perpetually say "we consider this matter closed". I can only repeat my reasonable response that "The matter will not be closed until Toshiba provides downloadable installation files for TruNote, TruCapture, and TruRecorder." I would add that it is asinine of Toshiba to carry on with petty responses rather than effecting a fair and simple remedy. Since the Revdex.com seems to see itself as a courier of messages rather than a real arbiter of change, I would also like to remind Toshiba that their mindless arguments provide additional fodder for the formal complaint lodged against them with the Federal Trade Commission, hopefully a body with far more teeth than the Revdex.com
With little reason for regard,
*** ***

HelloThanks for your quick reply.January is an estimate of when I first started having problemsInitially, I hoped it was a temporary glitch, as the issue was intermittentThen I tried various methods for fixing it myself - performing a system restore, running additional disk and security scans,
making sure I had all of the *** Updates, resetting the computer and reinstalling the operating system, etc. When none of that worked and with the warranty set to run out at the end of March, I decided to contact Toshiba, who had me send it to their repair depot in ***. Although it felt like it was gone a long time because of the shipping, Toshiba has told me that it was only at the repair depot about a day.Given that the same problems recurred this summer, I strongly suspect - a suspicion very much strengthened by the depot's surprising admission that many laptops don't get repaired adequately the first time they're sent - that the problem with my computer was not identified and repaired correctly. If that is the case, then Toshiba hasn't honored the warranty I purchased along with the laptop. Indeed, given the time lag involved in shipping a laptop back and forth, it seems to me that the cursory/inadequate jobs done to customers' computers the first time around has the effect of assisting Toshiba financially in that some warranties inevitably expire before the customer rediscovers the same problem and ships the computer back a second time for the correct repair. In any case where a repair is performed incorrectly and the warranty expires before the customer can send it back, then the warranty does not mean what most people perceive it to mean.A perusal of other complaints posted on this site suggests that I am not the only person who has had problems with Toshiba customer support. Nevertheless, I feel that Toshiba has not honored the warranty and I think the strongest evidence of that (besides the same problem recurring on my machine) is their employee's admission that many computers are sent back after the first repair is inadequate. I understand if you cannot proceed because my warranty is now expired, but I hope you'll at least post this communication in case it can help someone else.Thanks,***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that our customer has been contacted by one of our technical support supervisor to check the issue of the unit and have it fixedOur customer has informed that they already return the computer to the store from where they purchased 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The computer did indeed have a manufacture's defect, the company is not able to determine this without actually looking at the computer The fact that the computer was missing four screws, two being at the place where the hinges of the computer are is a defect on behalf of the the manufacture and they are responsible for repair of this computerThis company is simply unwilling to stand by the default in their products.
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.
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
Unfortunately Toshiba ignores all customers concerns and requestsJust like with me they have refused to address any of the issues with Revdex.com eitherFor one month they ignored my numerous calls asking for a supervisor to call me back (calls)Not until I filed a complaint with the Revdex.com did they take action repairing and shipping my unit back - days after I sent it inNone of the items I inquired about have been responded to so I will list them again:Reimbursement for shipping costs to have unit repaired under warranty ($23.00)Extension of warranty for time without computer daysSome offer of compensation for going without my laptop for days without the courtesy of an explanation.It appears Toshiba only responses to complaints in social media - while I was trying to avoid going that route - I will if no resolved.Very disappointed in how Toshiba treats their customers
Regards,
*** ***

The are four pictures showing the date when Toshiba sand the laptop to me back to me but we need to tack in consideration that the problem started back in December of

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter doing a research our customer was advised that replacement is not the option and the unit was already sent to our depot repair facility to have fixedBased on our records the unit was already repaired and shipped to our customer last 12/07/under *** tracking number (***) and delivered last Wed 12/09/2:06pmIf the customer has any questions or concern they may contact us at 800-457-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
My complaint is not about the hingesMy complaint is about the ports and the fact that Toshiba Repairs admitted we received the unit with "blue parts missing that were supposed to protect the USB portsTo say they were ruined due to misuse is to call me a liarI don't know what these "blue parts" are. My complaint is that repair to the ports, which is hardware problem as $750.00, for a $laptopThose hardware issues should be covered under the two year warranty For a product to last six months is unconscionablePlease read the original complaint again, because Toshiba is just not getting itIt is about receiving a shoddy product and rude customer serviceWe deserve an apology and a rebate of all money expended, and a comparable laptop replacementI guess a large corporation can afford to offend and rip off customersFurthermore, we are stuck with non-working USB ports..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 technical support representative and they processed a depot repair order for the unit of our customerOur
customer already received the email confirmation last 7/12/for the repiar and they need to complete the repair order onlineThis repair order that was processed is based on the standard limited warranty of the unitThe standard limited warranty stated;How Long Does This Warranty Last? One (1) year after the date of your purchase (“LimitedWarranty Period”)The Limited Warranty Period for the rechargeable battery included with the Product is one (1) year from the date of your purchase.What Will Toshiba Do? If the Product 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 longer.TOSHIBA IS NOT RESPONSIBLE FOR (1) DAMAGE TO OR LOSS OF ANY PROGRAMS,DATA, OR INFORMATION ON THE PRODUCT BEING SERVICED, OR (2) THERESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED.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 following applicable repair or replacement services: (1) Repair-Return Service through Toshiba’s Depot Service, (2) CarService to an Authorized Service Provider, (3) Customer Replaceable (CRU)Parts Service, or (4)Whole Unit Exchange ServiceTo determine the warranty service method for your specific model, please visit our web site at warranty.toshiba.comA limited number of models may also carry an international limited warranty which offers warranty service outside the country of original purchase.You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or providerYou are responsible for appropriately packaging the ProductFor any replacement Product/CRU, if Toshiba does not receive the original Product/CRU from you within ten (10) days after your receipt of the replacement Product/CRU, you will pay Toshiba the retail value of the replacement Product/CRU.If the customer has any questions or concern they may contact our technical support department at 1-800-457-

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
They didn't call back the next business day nor todayI called them back the next day and today but was only able to leave voicemail I did however finally got my laptop back today but now it's has a minor damage on the bottom metal frame of laptopThis is unacceptableNow I will have to ship this back and be without a laptop for x amount of days/weeksIt has been difficult working without a laptopI would like a refundThank you
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 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,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintTAIS has made contact with our customer last 06/23/to inform that the Battery replacement for his Model Zwith Serial Number *** that was already shipped outFor our customer's Model
Zwith Serial Number ***, the warranty of this unit expired last 01/10/Seeing that our customer has exceeded the Limited Warranty period, they are now responsible for any repairs and / or technical assistancethey may check for battery availability either at CDW and call them at 800-800-or our National Parts Depot at 800-331-***

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 ma***s and they advised that the unit will be send to our repair facility to have it repaired in
accordance to the Standard Limited Warranty (SLW) of the unitOur customer was advised that any physical or accidental damage would not be covered by the warrantyThe repair was processed under repair order number ***If the customer has any questions or concern they may contact 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'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 ***, 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 *** 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[All I want to do is print from my laptopI have not been able to do this. There was a message to enter a Key Product #After several attempts over the period of ownership, the number would never workIt stated invalidI believe this to be a deceptive actThis makes the customer call the service number, only to be told that the only way they can use the product is to buy a warranty/service contractMy computer works, so there is no repair neededI was told by a rep that they can make it work to print, 'only if I buy a warranty/service contract.' I would imagine that this is action has to be deceptive in nature, to consumers
Regards,
*** ***