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
[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,
*** ***

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 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

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

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

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.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,
*** ***

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-

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 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 ***

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

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 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 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 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

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'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-

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 issue that he is experiencing on his computer wherein the SD Card is not being recognize
and there is an error code it might be a possible hardware issue thus the computer needs to be sent in to an Authorize Service Provider or any Local Computer Shop to have the computer be fixed and since the unit is already Out of warranty since when it comes to the repair he will be the one who will pay for the repair cost, on the other hand we can still diagnose it over the phone the customer may then contact our technical support hotline at 1-800-457-for further assistance

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. I am also informing Revdex.com at this point I was able to take Toshiba out of the loop with getting a new hard drive. Best Buy, the retailer I bought the product from, took a hit and let me buy a different Hard Drive and return the defective one to them, even though I was out of my return period. Ironically I did not have to propose the idea they just offered me exactly what I expected of Toshiba. This being that they let me take home the new HDD and come back days later with the defective HDD. This allowed me to remove the data and wipe the drive. I did have to float the money for the second hard drive till I returned the defective one, but I was not out the money for HDD like Toshiba was proposing. The only disadvantage was that I had to take a store credit since I was out of the return period, plus the new HDD was more expensive. But either way the HDD would have been more expensive since Toshiba has raised the MSRP on the HDD I bought to about double what I paid. (It appears he MSRP had changed, it could be that Best Buy raised their profit level, I have no way to know)
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