California Health Express

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that the warranty of the unit was already expired last 04/01/The last repair of the unit was done last Janof and delivered to our customer repaired Wed 1/07/12:pm under FedEx tracking number 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 warrantyCurrently 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/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 this case was forwarded to our Order Desk department last 8/23/to process a replacement and one of the order desk representative has made multiple attempts contacting our customer (08/31/2016, 09/01/2016, 09/06/and 09/30/2016) by phoneHowever, our customer in not available and the call has been re-rerouted to voice mailIf the customer has any questions or concern they may contact at 1-800-457-

I receive the same response each time I callI do not trust the response from Toshiba at this point till I see my laptopThe customer service representatives who give this word are the worst people as they do not commit to what they sayI am sorry about responding this way but I have talked to SIX different people and everyone gives the same responseThey are trained well to keep the customers waiting [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 [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] Regards, [redacted]

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 Regards, [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 We declined the offer of the business for the following reasons: !) they offered the price of the computer itself ($1049.99)However we had more expenses that were not related to any wrong doing from our part: $was the tax, and $was the shipmentAlso when we had to send the computer to the depot, the company charged us $Shipping 2) Regarding the accessories: Athe mouse, $was sent to the depot with the computer and is not in our possession; Bthe other two items can be sent back to Toshiba (if they provide a shipping label) or we will deduct the cost of $The attached files include the original invoice.In short, the company cannot ignore the expenses that they made us go through Regards, [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 I cannot believe that Toshiba has not had the correct battery available for over weeksMy computer is less than months old and the same model is currently being sold and there must be batteries availableIf I accept their "solution" they will just continue to drag their feet and I will not be able to use my laptop as it is meant to be used - without being plugged in to electricityThey need to come up with a battery NOW "Back order" for over weeks is not acceptable excuse Regards, [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 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, [redacted] ***

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintBased from the response, [redacted] ***'s [redacted] 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's complaintAfter doing a research our customer was able to speak with one of our case managers and has informed that the issue of the computer is not covered by the standard limited warranty of the unitTAIS found out that the [redacted] Model # [redacted] did not find any defects or part defects based on the standards of the unitIf our customer has any questions or concern they may contact Toshiba repair services at 1-800-438-

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, [redacted] Toshiba never fix the issue Toshiba never corrected once the issue of damage and so therefore your salmon offer is Nolan void the issue here is that to Sheba never fix the problem to begin with the problem was never corrected ever you make it sound as though Toshiba repair the device and then after the repair was done the device broke that's not the case which is at issue here is that toshiba never collected the fatty issue during and or after the warrantyI wouldn't be making an issue if Toshiba correct we repaired the device in months later the device broke out of warranty that's not the issue here the issue is simply Toshiba has never corrected the repair while the product was under a full and complete warranty and I'm still waiting for Toshiba to make the repair good

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 I have already mentioned the computer was sent to the repair shop designated by Toshiba Toshiba informed me that they (the repair shop) will make a determination about the validity of the claim When I spoke with [redacted] at the repair shop, she said they do not determine validity that they simply confirm what damage has occurred on the unit and draw up an estimate for the repairs Once the estimate is determined, the consumer has days to have the unit fixed or it is sent back to the consumerObviously that is not what Toshiba told me I called [redacted] again and left her a message requesting she not to return the unit until I discuss further with Toshiba since [redacted] said that Toshiba determine the validity of the warranty She said that if Toshiba informed them the unit was covered under the warranty, she would fix it free of charge (This was also not what Toshiba told me) [redacted] did not honor my wish and returned the computer to me.This latest response from Toshiba is in direct conflict to what Toshiba originally told me and what the repair shop told me It solidifies my believe that Toshiba does not stand behind their products and refuses to honor their warranty AGAIN....the hinge on the computer broke...the same hinge that has been recalled on other computers The computer broke due to a manufacturing defect Toshiba is still continuing to give me the run around and by not honoring the warranty and providing conflicting information.Toshiba needs to honor their warranty and fix my computer free of charge Regards, [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 If Toshiba knew that there was a possibility that they would destroy my computer with their services, I would think that they would have brought that up before taking control of my computer! If that possibility had been divulged I would have backed up my data for certain, and most likely never used the service because the problem was only a minor irritation As to the refund of the money for the service, it would seem to me to be unbelievable that they would be expected to be paid for destroying my computer Regards, [redacted]

A Toshiba America Information Systems (TAIS)representative has reviewed our customer complaintAfter doing a research TAISfound out that this has been forwarded to our Order Desk departmentOurcustomer was able to speak with one of our Order Desk representative and theyadvised that they already processed the replacementAt this we consider thismatter closed

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS has found out that there was a missing “blue part” on the USB and at the same time the hinge is brokenOur customer has a Standard Limited Warranty that covers a Toshiba Notebook Depot Service in the US and was able to send the unit in for a Depot Repair Service, prior to sending the unit it was diagnosed that there was a Missing Component/Part and at the same time a broken hingeThe Standard Limited Warranty can cover replacement of parts however when it comes to Missing Components and cosmetic damages or damage that was caused by misuse, mishandling, accidental or otherwise it cannot be covered under our Standard Limited Warranty and that’s the reason why our customer was Quoted for the total amount of $not $and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepairedAll the processed that was made on the case were based on the Standard Limited Warranty of the unitWarranty stated: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 warrantiesHow 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 followingapplicable repair or replacement services: (1) Repair-Return Service through Toshiba’s DepotService, (2) CarService to an Authorized Service Provider, (3) Customer Replaceable(CRU)Parts Service, or (4)Whole Unit Exchange ServiceTo determine the warranty service methodfor your specific model, please visit our web site at [redacted] A limited number ofmodels may also carry an international limited warranty which offers warranty service outside thecountry of original purchase.You will pay any packaging, shipping charges, insurance, taxes and duties associated with thetransportation of the Product or original CRU to the service center or providerYou are responsiblefor appropriately packaging the ProductFor any replacement Product/CRU, if Toshiba does notreceive the original Product/CRU from you within ten (10) days after your receipt of the replacementProduct/CRU, you will pay Toshiba the retail value of the replacement Product/CRU

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS found out that our customer’s computer has a Broken Screen which considered as a physical damaged that is not cover by the Standard Limited Warranty of the unitThe Standard Limited Warranty stated; 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 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 Software support, fixes or replacementSoftware, 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 boand available at laptops.toshiba.com/eulaUnless otherwise stated in writing, non-Toshiba software is provided on an “as is” basis by ToshibaHowever, non-Toshiba manufacturers, suppliers or publishers may offer their own warranties

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 Order Desk representatives and has discussed about the process and options that they can provideTAIS has offered our customer a replacement computer, however the specification of the unit has not reach our customer's standard, TAIS has also offered pro-rated refund based on the fair market value of the unit however our customer still declined the offerAccording to our customer she will coordinate with [redacted] regarding to this matterIf our customer has any questions or concern they may contact at 855-674-***

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 and they request another set of pictures of the computer to our customer so they can forward those pictures to our depot repair facilityCurrently we are just waiting for the pictures from our customer and they are still investigating on the caseIf our customer has any questions or concern they may contact 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 I contacted an Authorized Service Provider, and they are still unable to order parts Regards, [redacted] [redacted]

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 managers and they coordinated to our Engineer's repair facility for the missing screw cap on the computerOur repair facility will mail to our customer the (1) missing screw cap if they already find oneOur customer agreedIf 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 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 experiencedTAIS found out that our case manager has processed a depot repair order for the computer of our customerThis 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 and if our customer decline to pay the said quoted amount the unit will be shipped back un-repaired in accordance to the Standard Limited Warranty of the unit.Our customer unit was sent to Depot processed at 11/30/and received in 01/05/Depot tech checked the computer and found out the screen is broken and tagged it as CRACKED LCDTAIS found out the unit was shipped back to customer unrepaired last 1/13/due to broken screen.If the customer has any questions or concern they may contact our technical support department at 800-457-