California Health Express

A Toshiba America Information Systems (TAIS) representative has reviewed out customer's complaint. After doing a research TAIS found out that our customer's case was already endorsed to our order desk department and they already processed a manual order for the battery of her computer. However, the...

part of the unit is still on backorder. Our representative will update our customer once the tracking number is available. Regarding on the printer issue of our customer, we highly advised them to contact the manufacturer of the unit because that is a third party company which is out of scope of Toshiba and in accordance to the standard limited warranty of the unit any third party software issue is not covered by the warranty. If our customer has any questions or concern they may contact at 855-674-3553 or they can visit our website warranty.toshiba.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Stanley Simpson  The Toshiba Admiin has been in contact with me and asked me to wait until Monday to give him time to work out a solution in getting the product operational.  He said that he has contacted the engineer department to see if they could just replace the multidrive with another one that is operational but has not gotten a response in from them in that regards which doesn't make sense to him or me from a company that makes a product.  He asked me to give him until Monday to see if the tech support could down load a program to get my multi drive to operate as it should.  I said okay, and he also stated that if that does not work he will assist in processing my claim for reimbursement on the item but mentioned that I would have to pay to have the drive shipped back to them.  I wholeheartedly disagree with that and I told him so because the drive never worked and the drama that I have been subjected to in dealing with Toshiba regarding this product that never worked.  I feel  they (Toshiba) should send me a prepaid shipping label to cover the cost of shipping the item back to them as well as reimburse me the cost of the drive.  Toshiba can simply reimburse me the cost and I just discard the dive since it is not operational anyway.  Nevertheless, I should not be made to pay to ship the item back to them.  This has been an ordeal to say the least, however, as stated I will give the administrator until Monday as requested to see if he can work something out to get the multi drive working.  Thank you I look forward to some amicable solution and regret the steps that Toshiba forced me to make in dealing with them over the last couple of months regarding this issue.  Sincerely, [redacted]

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 case manager and they request another set of pictures of the computer to our customer so they can forward those...

pictures to our depot repair facility. Currently we are just waiting for the pictures from our customer and they are still investigating on the case. If our customer has any questions or concern they may contact at 855-674-3553.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has an issue with the WinDVD software for the Toshiba SuperMulti Drive. The Serial Number for the WinDVD software for the Toshiba SuperMulti...

Drive is printed on the label of the External SuperMulti Drive CD -- in small print, below the CD version number. If the customer has any questions or concern they may contact our software department at 888-933-0322.

The Revdex.com has contacted the incorrect Toshiba division. The correct division has been copied on this response. Please work with them to get the replacement battery.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello, Thank you for processing my complaint.  This email below is the first notice I've rec'd from Revdex.com.  I clicked on the link and see my case has been closed.  I did not see how to contact Revdex.com through that link. If it is not too late, I would like it to go on record that the dispute was NOT resolved to my satisfaction.  Toshiba did not honor their warranty.  The screen issue was not due to user careless or accidental damage but due to a defect in manufacturing.   Thank you again for your assistance.[redacted]

A Toshiba Technical Support department has a process for troubleshooting to diagnose if the issue of the computer is a Software or Hardware concern. However since our customer mentioned that the issue that is persisting on the unit is a hardware related our technical support team can process a repair for the unit in accordance to the Standard Limited of the unit. TAIS has informed our customer that replacement neither refund is not the option.

Laptop has been sent back four times. Sent laptop back on 10/10 and the ETA is 10/29/16 and potentially being longer is unacceptable. Total time I will be without laptop would be approximately 2 months. I would hope Toshiba would acknowledge this is a lemon and it is a inconvenience and would refund me the purchase price of laptop $659.99. Thank you. Case# [redacted]Desired Outcome: Please refund this defective lemon laptop.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that our customer has been contacted by one of our case managers and has advised that based on the pictures that they sent the physical issue of the computer is out of scope meaning the issue is not covered by the standard limited warranty of the unit. Our representative still offered to send the unit to our depot repair facility to check the issue and the physical condition of the unit as well. Our customer was advised that if our depot technicians found out that the issue is out of scope they will be quoted for the amount of the repair in accordance to the standard limited warranty of the unit. Our customer declined the offer and they requested for an email. Our representative has advised that they will send a copy of the warranty that indicates that the damage on the unit is out of scope. If our customer has any questions or concern they may contact at 855-674-3553.

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 case managers and apologized for the inconvenience our customer has experienced. TAIS found out that our case manager has processed a depot repair order for the computer of our customer. This was offered to our customer to have the unit check physically by our technicians and by setting a proper expectation that once our technicians found out that this was caused by physical or accidental damage, they might be quoted for the repair and if decline to pay the said quoted amount the unit of our customer will be shipped back unrepaired in accordance to the Standard Limited Warranty of the unit.Our customer unit was sent to Depot  processed 11/30/15 and received in 01/05/16 Depot tech checked the computer and found out the screen is broken and tagged it as CRACKED LCD. TAIS found out the unit was shipped back to customer unrepaired last 1/13/2016 due to broken screen.Also in accordance to the Standard Limited Warranty of the unit. Toshiba Warranty states on page 1.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 MANUFACTUREDWhat 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 service providers, use outside of the environmental or operating parameters, or use with incompatible third party products. Service of Product on which the TOSHIBA label or logo, rating label or serial number have been defaced or removed. Preventive maintenance, cosmetic damage or wear and tear (e.g., scratches, dents, or scratched, faded or 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 replacement of covers, plastics, or appearance parts such as interior or exterior finishes or trim.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research based on the records of Toshiba Direct the computer was shipped last 7/23/2015 under [redacted] tracking # [redacted] and the package arrived at the [redacted] location last 7/29/2015 in...

[redacted], **. Our customer was advised that the unit was with [redacted] and still in transit per the [redacted] tracking and since the customer's delivery address was in a remote area of AK it can take longer for delivery as a 3rd party is used to deliver the package to the final destination. Our customer was advised and provided a compensation for the delay due to Lithium Ion Battery Declaration to [redacted]. Toshiba Direct refunded the shipping charge to our customer, our customer requested to cancel the order so that Toshiba Direct asked [redacted] to stop the delivery and return the package, however they advised that the package was already take place by their 3rd party vendor [redacted]. Our customer was provided a Return Authorization (80123494 and a return [redacted] shipping label ([redacted]) if they wished to return the product for full refund. According to Toshiba Direct our customer has acknowledged the receipt of the computer and they can still return the unit under the return Authorization that they provided. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that our customer was able to speak with one of our case managers and they coordinated to our Engineer's repair facility for the missing screw cap on the computer. Our repair facility will mail to our customer the (1) missing screw cap if they already find one. Our customer agreed. If our customer has any questions or concern they may contact our customer relations department at 855-674-3553.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that one of our case managers has made multiple attempts to contact our customer by telephone however our customer has not returned any of correspondence requests....

If our customer has any questions or concern they may contact our technical support department at 1-800-457-7777. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer’s return was processed and a credit was issued to our customer’s credit card last 8/17/2015 under invoice number [redacted]. Our customer may check with their credit...

card company on how quickly they post credits. At this time we consider this matter closed.

Replacement parts or products are warranted to be free from defects in materials and workmanship forthirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer. The warranty of the computer expired last 6/24/2015.Based on our system the last repair of the unit was made last  8/14/2015 and it was delivered to our customer 10/02/2015 and after that we no longer receive any response/report from our customer regarding to the last repair of his computer. After a year 9/24/2016 our customer contacted Toshiba stating about the issue of the computer. The unit troubleshot by our technical support representative and has been diagnosed a hardware issue, in this case our customer was advised that since the warranty of the unit was already expired they are now responsible for any repairs/and or technical assistance. Our customer was advised that they can contact Toshiba Repair Services at [redacted] for out of scope or out of warranty repair.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  My computer was returned, but that doesn't make up for the multiple lies, the promises that were unfilled, and the fact they were rude and still have not contacted me back referring to what they would do to make up for everything thaty have put me through. 
Regards,
[redacted]

Those models of Toshiba computer that was listed on the notification regarding battery recall program has different types of battery. This can be verified thru the website that was provided by Toshiba (go.toshiba.com/battery). This was already verified by one of our Toshiba technical support representative after using the information of the unit and battery;Product Serial Number: [redacted]Product Part Number: [redacted]Battery Part Number: G71C000HT210Battery Serial Number: [redacted]It was clearly stated on (System Check Result) "Confirmation result: Battery pack is not affected (Replacement not required) The battery pack you checked is not affected. Thank you for checking your battery."Our representative has advised our customer to discontinue using the battery if changes with the performance is already noticeable not because of the battery recall, but considering the age of the battery, since it was originally manufactured in 2014.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research our customer was able to speak with our representative from +[redacted] department who handled software issues. Our representative explained to our customer that there would be...

compatibility issue with the drivers since it is working on windows 8.1. Our customer upgraded the operating system to windows 10 and in the process of upgrading the Operating System (OS) to windows 10 there is a prompt stated that not all the drivers would be available when they upgraded the OS to windows 10 therefore our customer should be aware about that. Our customer was advised by our representative that they can process an advance software configuration for them to isolate and resolve the issue. however since this is a software issue, our customer needs to pay for the advance support that they need process because in accordance to the Standard Limited Warranty of the unit any Software, 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 you during Product boot-up and available at laptops.toshiba.com/eula. Unless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by Toshiba. However, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties. . If our customer has questions or concern they may contact at ###-###-#### or they can visit our website www.support.toshiba.com. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaint. After doing a research TAIS found out that the warranty of the unit was already expired last 04/01/2015. The last repair of the unit was done last Jan. of 2015 and delivered to our customer repaired Wed...

1/07/2015 12:42 pm under FedEx tracking number 772471944933. The issue of the unit occurred outside of the Standard Limited warranty, however our customer was able to speak to one of our case managers and they provided a onetime courtesy repair for the computer even it’s already out of warranty. Currently TAIS are waiting for the unit to be sent in to our Toshiba Engineer’s facility for them to check the unit and have it repaired and the repair order created last 6/23/2015. At this time we consider this matter closed.

After doing a research when our customer spoke to our technical support department he was advised that they need to replace the battery of the computer because based on the diagnostic and symptoms of the problem it is really obvious that the battery is the issue of the computer and we cannot not even say that the battery is defective after owning the computer for 3 years because battery is considered as consumable part of the unit. Our customer was advised that replacement is not possible because the warranty of the computer was already expired since March 2014. The Toshiba Limited Warranty Period for the rechargeable battery included with the Product is one (1) year from the date of your purchase. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistance.