California Health Express

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 already out of warranty since last June of Our customer was able to speak with one of our case managers and they found out
that the last repair of the unit was made before the warranty expired last (Jun 17, 2015) and in accordance to the Standard Limited Warranty of the computer Toshiba has a one (1) year "Limited Warranty Period" after the date it was purchaseSeeing 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 ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS cannot find any records on our system using our customer's informationHowever for this kind of issue in accordance to the standard limited warranty of the unit warranty do state: 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 warranty.Replacement 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) THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED. Since the tablet has that original software installed by Toshiba our customer can contact our technical support department and provide the serial number of the unit so they can process to send a recovery media to our customer that they can use to have the unit return to the original configurationFor more information you may visit *** or call 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 complaintTAIS found out the unit was already delivered to our customer's address last Wed 10/05/11:am under the *** tracking number ***If the customer has any questions or concern they may
contact our technical support department at 1-800-457-

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer received the computer last 10/14/4:11PM under *** tracking number ***Our customer contacted our Technical support department because according to our her the unit has problem, our customer was able to speak with one of our Technical support supervisor and they offered troubleshooting by doing a recovery on the unit however our customer declined the offered support and she ask for a replacement or refundOur Technical support supervisor was not able to perform any troubleshooting steps on the computer to determine if the problem was a hardware or software issueThe case was forwarded to our Order Desk department who processed the replacement computerOur Order Desk representative provided three options to our customer (1) Prorated Refund and that would be based on the original price of the original unit that she purchased (2) They will process refurbished replacement based on the guidelines of Toshiba or (3) They will perform troubleshooting on the upgraded replacement computer that our Order Desk department providedHowever our customer declined all the optionsOur customer has advised if she has any questions or concern the offer is still open and she can call us back at ***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 our customer was able to speak with our case managers and the request for the refund was already forwarded to our finance department last 10/14/The amount
would be reflected to our customer’s account within 3-4weeksIf our customer has any question or concern they may contact customer relations 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.The defect on my laptop is a well known and common issue with the same model satellite laptops and according to other customers it's a constant problem that does not go away and toshiba has not done anything about it for yearsI can't afford to not have a computer for even one day due to school and work and sending it to be repaired is not an option especially that the problem will not be resolved permanentlyI at least need a temporary replacement in the meantime or a new laptopIf this is not an option than I request a full refund of the purchase price
Regards,
*** ***

I filed a Revdex.com complaint against this company already on 11/19/(Complaint ID ***)I purchased a laptop computer last January and shorlty after purchasing it the keyboard no longer workedI spoke to Toshiba customer service and after trying their recommendations, I sent the computer to their repair facilityThe computer was returned in what seemed to be working order, but in another few weeks the same is occurredAgain I sent the computer to the repair facility and it was sent back in apparent working order until the same issue (keyboard and mouse failure) occurred for the 3rd timeAfter speaking to customer service and requesting a refund or replacement product I was informed that I needed to send the laptop for repair to a different location this time (tri-star) for repairs and then and only then would I be able to get a refund or replacementAfter receiving my 'repaired' laptop back, shortly then again the SAME issue arose for the 4th timeI called customer service yet again and was informed yet again that I could not receive a refund or replacement and that I needed to send the laptop for repairClearly the repairs are not working and I'd like a refund for the product or fair solution to what is clearly a 'lemon' computerToshiba contacted me and offered to replace the computer (would not give me a refund)I received the replacement computer in the mail about a week ago only to find that the speakers don't workAfter speaking with Level and support, it has been determined that there is a hardware issue with the "new" computerAt this point, I have sent the original computer back times for the same problem, and now I've had a 5th issue with the new computer.I just asked for a refund from the companyNow they're telling me that they can offer me a refund, but only for a "calculated value of the purchase price minus the amount of time that I've owned the computer"I am seeking a full refund because I asked for a refund days after purchase when my initial keyboard problem happenedSince it was outside of the day return policy, they told me that they couldn't give me a refund, but they could attempt to fix the issueAlmost a year later, I'm still dealing with hardware issues and am only being offered a partial refundThis is not an acceptable way to do businessI've lost many hours of my life removing data from the computer before I send it to have it repaired, getting the computer back, re-loading my data back onto the computer, and repeating the process as soon as it breaks againIf anything, I should be paid for my wasted time, not offered a partial refund

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research, TAIS found out that our customer was misinformed and we acknowledged the inconvenience of our customer and offered some optionsOur customer was offered to have a Full Refund
for the unit or they can keep the unit without the Adobe Photoshop Light room and we would issue a 5% order level credit for the inconvenience and misinformationThe Credit offered was $Our customer send a confirmation email accepting to keep the unit with an $credit as a compensation for the inconvenience that he has experiencedAt this time we consider this matter closed

Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintBased 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 longerAfter doing a research TAIS found out that based on the detailed specifications for the Satellite CL15T it only has 2GB DDR3L Memory and 32GB Solid State flash memmory(EeMMC) which is not user upgradableIf our customer has any questions or concern they may contact our technical support department at 800-457-or they may visit our website www.support.toshiba.com

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerOur representative has given the customer an option of either getting the pro-rated refund or a replacement which is a much better modelCustomer asked for the details of the replacement unit that is
being offered and will make a decsion thereafterAt 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 case managers and has offered to send the computer to our VIP repair facility for repairOur representative
has explained to our customer the coverage of the standard limited warranty of the unitOur customer has accepted the offer and currently the unit is in-transit going to our VIP repair facility under FedEx tracking ***If our customer has any questions or concern they may contact at ***

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 already e-mailed the sales channel manager a dozen times since May and she continues to ignore meNo shipping label has been processed from her
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 still believe that Toshiba America Information Systems
(TAIS) are ignoring the key points in my original complaint, and that their
most recent response highlights thisI have been very clear in my position
that I was not made aware of the lack of International Warranty Coverage prior
to, or at the point of purchase, nor was I offered such an option at any point
I will state again that I was never provided with any warranty information
prior to purchase
I have stated previously that I believe that TAIS failed in
their federal obligations to provide me with the knowledge that my warranty
lacked such coverage prior to purchase, as is covered by the FTC Pre-Sale Availability
Rule (C.F.RPart 702), which would have allowed me to make an informed
decisionThe fact that TAIS’s most recent response states, “The warranty
entitlements are stated on that specific document once our customer unboxes the
unit”, highlights this point, and
I believe demonstrates from TAIS an omission that they have failed to make the
consumer (in this case myself) aware of the coverage details prior to purchase
Furthermore, TAIS’s
statement “Our customers should be aware about their warranty coverage as a
consumer’s obligation” is irrelevant, as TAIS have already admitted
themselves earlier in their response that they failed to provide warranty
information prior to purchaseThis in turn means that TAIS failed in their federal
obligations by not informing me before purchase that their warranty did not provide
international warranty coverageSecondly TAIS also therefore failed to allow
me to compare warranty coverage with other similar products from other manufacturers,
which may have provided the cover I expected, another manufacturer obligation
that is expected under The Magnuson-Moss ActThirdly on this point, The Magnuson-Moss
Act does not require any obligations on the consumer with regard to ensuring
the warrantor (in this case TAIS) provides the consumer with the necessary information
As such, TAIS’s statement is not correct, as TAIS have already failed in making
aware the warranty coverage at the point when it mattered, prior to purchaseI
have stated previously that I asked about the warranty at the time of purchase,
and was not provided with the information that TAIS now rely on, that my
warranty did not cover internationally
I have also stated
previously that I do not believe that TAIS intends to provide international
warranty coverage at allDuring my phone conversations with TAIS their
representatives attempted to pass blame onto me for failing to purchase
international warranty coverage, something I continue to dispute as I was not
made aware of this as an optionHowever, when looking at TAIS’s website (“***”), which
they have provided in their response, their Extended Plan which offers ‘Extends
your access to 24xexpert technical assistance from the Toshiba Global Support
Centre’, then states in the warranty contract their it does not provide
coverage outside the United StatesAs such I believe that their supposed
international coverage option is deceptive and against federal law, the full argument
for which I outlined previously in my letter to TAIS on 3rd June
2015, and which was attached in my previous rebuttal to TAIS
Finally, TAIS
continue to impose conditions on me, the consumer, with regards to ensuring a
satisfactory outcome to this caseTAIS have already stated in my phone
conversations with them that the faulty product is a model that can be repaired
in the United Kingdom, yet they continue to impose conditions that I return it
to the United States at great expense and inconvenience to myselfI believe that my current expectation of a full refund to be entirely reasonable, given TAIS's failure to take my case seriously, most notably by failing to respond until I made my complaint through the Revdex.comIn my original letter on 3rd June 2015, I outlined a number of expectations that I felt were entirely reasonableBy ignoring these suggestions I now have lost confidence in TAIS, and so believe that a full refund to be a satisactory outcomeI have been without a functioning computer since May 2015, and TAIS continue to delay and fail in their obligations to act within a reasonable timeframe. Until TAIS
acknowledge their failings under The Magnuson-Moss Act, as they have somewhat
in their most recent response, then I will continue to be dissatisfied by their
stance that I must burden unreasonable duties to secure remedy to my dispute. I refuse to accept the case to be closed until such grievences are rectified by TAIS
Regards,
*** ***

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 was informed that the issue of the computer is out of scopedue to physical damage, which means it is not covered by the Standard LimitedWarranty of the unitThe LCD display screens on notebook computers are made oftwo thin layers of glass with dark liquid crystal material in betweenThe glass iscovered on the outside by a layer of plasticOur customers often feel thatthere cannot be a broken LCD display because they cannot feel the break.However, cracks in the glass usually cannot be felt because the plasticcovering rarely breaks or fracturesLines or pattern might appear on thescreen and also Black “spots”This can be liquid crystal spilling out of acrack as evidence by the black mark showing on the screen of our customer’scomputerOur customer can contactToshiba Repair Services at ###-###-####At this time we consider thismatter closed

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS found out that our customer already received the unit came from our depot repair facility last 8/14/under *** tracking number ***TAIS verified to our customer if there is still something wrong with the unit so that we can provide alternate options and our customer said noneTAIS has advised our customer if he 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 reviewed our customer's complaintAfter doing a research TAIS found out that based on the Tracking ID *** it shows that the expected delivery date to our customer will be on 11/26/Please see the attached file

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research, TAIS found out that our customer has a Standard Limited Warranty that came in with the unitIn accordance with our Standard Limited Warranty, the coverage of this is a
Toshiba *** *** Service or they may bring it to any Authorized Service Provider available for repairs. Our customer was able to speak with one of our Case Managers and was able to setup a *** *** Service last 06/08/2016, our customer's unit is now in transit to the depot, the unit will arrive on 06/16/and will be fixed within 7-business daysIf our customer wants to check on the status of the repair, they may call our Customer Relations Center at ***

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 like the copying and pasting in your responses to me Wow, you will “provide corrective feedback?”
That really helps me out with my current situationThere are multiply people
involved and it mainly has to do with their superiors that taught them to
handle a case this way, so good luck fixing that issue Also, the corporate number that is on their
site does not work and you have to have an extension in order to talk to
someone Every company out there, even
crappy ones such as Bank of America, has a real corporate number that you can
get in touch with someone there and a real president’s office number to talk to
someone about ridiculous mishaps that they caused Toshiba has none of those, which is insane This on-going “repair” has been anything but “VIP”! I was told that the repair would take 7-
business days, but from this repair facility it is no longer than days At this point of time, the more recent repair
facility received my computer on October 8, It got updated a few days later saying it is awaiting
parts and the ETA is November 9, So,
I basically waited a whole month and I checked today to see if there was any
update and at this time, it shows the same thing, see attached photo [***]
This is unbelievable and extremely unacceptable! I have not had a properly working computer this whole semester of school, (not to mention
it was brand new) which is the fault of Toshiba’s lack of quality it has toward
their products and subcontracting to repair facilities that have no idea what
they are doing when it comes to fixing an easy
problem Honestly, I am worried about
the new repair facility damaging my computer even more, seeing that the old
repair facility only had to fix a key on the keyboard and end up breaking my
speakers and severely scratching up
my laptop They are going to replace the
lcd lid that was scratched, which worries me because it is right next to the actual
lcd screen which can be easily broken if they are not careful. I not sure how Revdex.com ratings work, but they should not have an A+ when there is
over 730+ complainants dissatisfied of how Toshiba is handling their problem It is getting to the point where I am getting
frustrated and looking into other options in regards to getting this settled,
because honestly you guys owe me for all of the time that you have wasted from
my life without having a properly functioning computer for school. This computer, that was brand new, should
just be traded out completely, or I should get a full refund, at the
minimum. I realistically should be
reimbursed “above and beyond” for all of the extreme inconvenience and lack of
respect throughout this whole process.
Regards,
*** ***

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 *** ***
*** * *** 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 recallBased on our records the warranty of the unit was already expired since 03/03/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) 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 advised that this case has been forwarded to our order desk department to process a
replacement computerOur customer will receive a call from one of the order desk representatives to discuss the process of replacementIf our customer has any questions or concern they may contact our customer relations department at 855-674-