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
I understand Toshiba's position and as I have explained to several people at Toshiba, no one in this house activated a password for the HDDThe laptop was working just fine when it was turned off one night, then when it was turned on the next morning the error occurredAccording to the *** ***, there was a virus and it did something to the hard drive. All I am asking is for someone to take responsibility and honor the warranty and protection plan that we paid for and replace the hard drive
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 not received any calls or voicemails from this company They claim to have tried to contact me in September but did not respond to the fact that I contacted them on October at the number provided in their response They keep transferring me to others and say that they will call me within one to two days I waited five days and there still had not been a returned call to me regarding this claim so I rejected their response I use only a cell phone and it is with me at all times and I am not in an area where there is no service I just want this issue resolved This has been over four months ongoing and it needs to be resolved
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
[Toshiba hasn't done a thing except lie about contacting meI want my refund.]
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
They are lyingNot one attempt to contact me has been madeI want a full refund
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 response from Toshiba to my complaint is completely lacking in any commitment to customer service Furthermore, I believe their actions indicate a determined effort of a policy of advertisingOn the very same day that I placed my order with Toshiba, I also placed orders for goods online from *** and ***I used my same credit card, with the same exact personal details because those details are my detailsThe orders from both *** and *** have already been delivered to me at the prices advertisedIf there was a problem with my credit card, Toshiba could have called me - as is stated in their policy I could have easily given them additional information or another credit card(It is interesting to note that neither *** nor *** had problems with my credit card Surely these large online retailers have the systems in place to verify credit cards accurately)Instead of calling me, Toshiba chose to cancel my order and then provide me a useless phone number that was unstaffed so it would be impossible for me to resolve any credit issues with my orderWhen I called phone number provided that rung in an unstaffed office, I followed the voice mail instructions for contacting Toshiba personnel in an attempt to resolve any credit issues with my orderAfter waiting on hold for over an hour, my call finally reached a Toshiba representative who could not/would not help me resolve the issue. From the many failures on Toshiba's part listed above, I believe it is clear that Toshiba had placed an arbitrary limit on the number of units they would sell at the advertised price, and when orders received within the legal time limit exceeded the number of units allocated by Toshiba, those orders were rejected solely to avoid meeting their advertised price commitmentI believe Toshiba's actions are in direct conflict with *** Truth in Advertising Law ]
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
Toshiba refuses to acknowledge that the screws that were absent from the computer to begin is the exact problem and what caused the hinge to come undone and pinched the wires of the computer If the product is missing parts that were not there at the time of sale then it is in fact the a manufacture's defect and that is in fact covered by a warranty. I do not accept that Toshiba will not repair my computer due to an issue that was caused by their manufacturing line and poor quality controlComputer will be sent in so that they can see exactly what problem they caused with this computerI expect them to repair the issue caused by the lack of screws that were NOT with the computer upon purchase.
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
***
*** *** NOTE:The issue is not a SOFTWARE, KEYBOARD AND HARD DISK FAILED IS THAT A SOFTWOARE? TOSHIBA FAILED TO CALL ME FOR A MONTH AND BROKEN THERE PROMISSES TO CALL AT 7:PM MORE THAN TIMES. TOSHIBA REFUSED TO FIX MY LAPTOP CLAIMING IT'S A SOFTWARE, AND END UP REPLACING MY HARD DRIVE(HARDWARE) WHICH FAILED DURING WARRANTYIT SEEMS CUSTOMER DECEPTION BECOMES TOSHIBA WAY OF DOING BUSINESS

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 apologized for the inconvenience our customer has experiencedCurrently our case managers doing their investigation at the same time coordinating with depot repair facility to solve our customer's on going case. If the customer has any questions or concern they may contact our customer relations department at 855-674-

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintBased on the reports by our technicians the images that our customer provided was the unit in the same condition when our repair facility received itAll of this was explained to our customer in the quote that our depot repair facility provided in accordance to the standard limited warranty of the unitIf our customer has any questions or concern they may contact our technical support department at 800-457-

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 our Toshiba Acclaim Admin and has suggested a refund once they verify the key that was given to him is validThis will be finalize by our Toshiba Acclaim Admin for the resolution to our customer's 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
To set the record straight, the did have a software technician walk me through the process to recovery or restore my laptop to original. However, they could not get into my laptop even when in control. Having declared that the problem would not be under warranty, they wanted to go further. I wanted to know how much it was going to cost me, but they would not answer my questionRepeatedly I asked them to tell me the cost to go to the next step, still to know availHaving noted that Toshiba does not have a solution to restore my laptop,
how many hours and at what cost would it take a single technician in
control of my laptop, to find a solution when and entire team of Toshiba's
technicians does not have a solution? My complaint boils down to this. I purchased this laptop from Toshiba, under the assumption, that as every reputable computer manufacture I have ever dealt with in the past including Toshiba, would provide a means to restore their product should it get a virus of some kindI could restore it with a disc, wiping out everything on my computer and getting a fresh startI have gone to Toshiba on several occasions to purchase a restore CD only to receive the message in the attachmentAll I want to do is use the laptop purchased from them and start overWhy Toshiba would sell a laptop to anyone without a means to restore it is beyond comprehensionThey cannot guarantee any computer they sell to be virus proof! Do they expect us to trash the one we purchased from them every time a virus infects their computer and buy another one? Though I am typing on a Toshiba at this moment (which came with a restore disc) I am greatly disappointed with them at this time. Toshiba needs to produce a restore disk or return my money
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS found out that our customer has an issue regarding with software configuration of his computerOur customer can visit our website at http://support.toshiba.com/drivers for
them to download the recent drivers & software updates for his unitOur customer can ask assistance from someone that he knows to contact us at 1-800-457-to perform troubleshooting on his computer and to diagnose the issue further in accordance to the standard limited warranty (SLW) of 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
I purchased a product that I expect to work. I cannot stop running my business for days while they tinker around with it. I have requested a local repair shop, they say they don't have one. not only will I lose revenue by not having a laptop for days but I also must incur the cost of shipping and restoring the computer once I get it back since apparently they cannot repair it without wiping out the mother board. this is just a wifi issue, not sure why the mother board must be wiped out. it will cost me more to do a depot repair than to buy another company's product and sell this one on craigslist. This is unacceptable as a customer. It seems unfair that your customer must put out money when YOUR product breaks.
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.As indicated in their response, Toshiba America IS did offer to extend the warranty on my Toshiba Satellite computer (they told me orally this would be for a six months period) as the settlementAs I explained to their representative, this action would only *partially* (not fully) address my current problemHere's what Toshiba did not share with the Revdex.com:- On September 13, 2016, I received a call back from Toshiba America IS manager *** *from the *** *** customer centerShe reviewed Toshiba's proposal to extend the warranty months, and send me my laptop **without a working battery** which would permit use of the computer only with AC power until the battery arrived at Toshiba's *** repair contractor in the U.S.- September -I sent *** an email indicating that I would be willing to accept this offer with two conditions: 1) If the battery was not available by the currently promised date (week of October 3, 2016), Toshiba would agree to *replace* my unit; and 2) If the computer failed for a fifth (5th) time during the additional month period, the unit would be *replaced*- September - *** re-contacted me and said that Toshiba America IS management in *** ** had *rejected* my offer indicating that under no circumstances would they provide a replacement unit (despite what is indicated in the warranty as an *option*)I then requested that I have an opportunity to speak with her manager at *** in *** ** to discuss my case given that this incident is now approaching the four month pointShe said she would forward my request and that I should be able to hear back from someone last weekI also requested a follemail confirming my request to talk with her manager at *** in *** **.- September - To date, ***' manager from Toshiba America IS in *** ** has *NOT* contacted meI have received no email documenting my request to speak to her manager at *** in Irvine as promised.- My main concern in finding a resolution to this situation which is about to enter its *fifth month* is that I do not want to end up sending the unit in again for a *fifth* time if this latest repair is unsuccessfulThere is nothing in Toshiba's offer that addresses this concernThe extended warranty would just provide that it would be shipped back for a fifth time, during which I would not have use of the unit again.*** I am still requesting to speak with ***' manager at *** in *** ** to try to resolve this situationGiven that I have been patient and respectful throughout this process, this is a reasonable requestThe answer proposed by Toshiba to call the "escalation number" that is not answered by a live body (nor does anyone respond to messages left at the number) is not an acceptable solution for me or other customersI look forward to hearing back from Toshiba America IS on my request to speak to their Manager/Director for Customer Service at the *** ** corporate office
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found our customer has placed a new order, ***, which is currently under review. The customer has been left voicemail messages at the phone number listed on the order asking for her to call us back. This new order is at the same price as the original order (***)The customer needs to listen to the voicemail messages we have left, and following the instructions on those messages. If that is done, Toshiba Direct will be able to release this order and resolve the customer’s complaint. Again, this new order is at the same price as the original order that was cancelledIf we do not hear back from the customer today or tomorrow or this order will also be cancelledAt 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
[Toshiba keeps providing the same response seemingly without reading their own Standard Limited Warranty I provided a quote of the text of the warranty exclusions in my prior rebuttal Nowhere does it exclude physical damage purely on the basis that it is physical damage Nor does it expressly exclude damage to the interior of the LCD screen Damage is excluded when caused by misuse, abuse, Acts of God and the like The damage to the unit happened spontaneously It was not caused by any of the exclusions named in the warranty text It happened under use, which is what the warranty covers I would like Toshiba to expressly quote the section of the warranty that is being used as the basis for the denial If they cannot do so and the coverage is being excluded based on policy rather than per the written terms of the warranty, this is wrong and I will continue to voice my concerns to consumer and advocacy groups While I'm sure many incidents of screen damage are caused by an incident expressly excluded in the warranty, that is not the case in this situation and I expect it wasn't the case in many previous claims for other customers that Toshiba also denied.)
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 to one of corporate representative and was informed that his case will be endorse to our order desk department to provide him a replacementOur customer will receive a call within 1-business days from one of the order desk representative to discuss the process of replacementOur customer agreed to the offerIf the customer has any questions or concern they may contact us at 877-421-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.They have not responded to any of the details in my complaint. They have not told me what was wrong with my computer, what parts were replaced, if any, or why it took more than one month even though they charged me extra and promised to expedite the process. Their response is simply that I can send the computer in to the repair depot which gave me terrible service the first time. They are not offering to replace the computer (that option does not come up on the warranty page). They are not offering a refund. They are not even offering to refund me the $I paid for expedited service. They are offering nothing here, so no, I am not satisfied with the response.
Regards,
*** ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer was able to speak with one of our corporate representative and has explained that the computer of our customer has a 1year standard limited warranty. Our corporate representative has explained the coverage of the standard limited warranty of the unit and based on our system the warranty of our customer's computer was already expired last 12/15/2015. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 resolved.
Regards,
[redacted]