California Health Express

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 did not give any information about the replacement laptop nor give any specification what kind of laptop it is I like Toshiba to send me all the information about the replacement in writing thanks

I receive the same response each time I call. I do not trust the response from Toshiba at this point till I see my laptop. The customer service representatives who give this word are the worst people as they do not commit to what they say. I am sorry about responding this way but I have talked to SIX different people and everyone gives the same response. They 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 resolution. Please 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 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: $96.24 was the tax, and $19.99 was the shipment. Also when we had to send the computer to the depot, the company charged us $29.99 Shipping.  2) Regarding the accessories: A. the mouse, $5.45 was sent to the depot with the computer and is not in our possession; B. the other two items can be sent back to Toshiba (if they provide a shipping label) or we will deduct the cost of $14.54. The attached files include the original invoice.In short, the company cannot ignore the expenses that they made us go through.
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has advised our customer that this case will be endorsed to our Order Desk Department to discuss about his request which is refund. TAIS has advised our customer that one of the order desk representative will call him to explain the process. Our customer agreed and sent the proof of purchased of the unit. If the customer has any questions or concern they may contact us [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 connected to our Plus Care department, a fee based support who handles software issues.Our customer was able to speak with one of the representative and explained that the issue that he is encountering on his computer wherein the SD Card Reader is not being recognize,after doing some trouble shooting step they found out that there was no SD Host adapter that is being recognize that is why they advise the customer that this might be a possible Hardware issue wherein the best thing that they can do is to send the computer in for repair to one of our Authorize Service Provider to have the computer be properly check physically.

A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaint. After doing a research TAIS found out that it shows on the email of the channel sales manager that they are the one who will send the shipping label to our customer after the repair order has processed and they need to provide this information below:- Repair Ticket/order #: TP-[redacted]- Customer info: Name, email, address, phone -And the address Toshiba provides them where unit must be shipped to. It should be an address for Toshiba Repair Depot ( [redacted]).It shows on the email that once this information is provided, they will send the shipping label to our customer. If our customer has any questions or concern they may contact the Channel Sales Manager or the Toshiba Inside Sales support representative at the phone number that has provided on the email.

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 case managers and has apologized for the inconvenience our customer has experienced. TAIS would like to apologize...

for the misunderstanding between our customer and the representative, rest assured that feedback and necessary action will be provided after thorough investigation. TAIS has advised our customer that our software department is a fee base support based on the Standard Limited Warranty of the unit. Our representative has provided our corporate mailing address as per their request. If our customer has any questions or concern they may contact us at 855-674-3553.

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 3 days to have the unit fixed or it is sent back to the consumer. Obviously 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.
As I explained several times to the people that I was bounced around to, we did not set up any password on the laptop. It was working one night then when turned on in the morning it was asking for the HDD/SDD password. We have been told by the technicians at [redacted] that the Toshiba can reset the Bios to the manufacturer settings or that the hard drive can be replaced. That is all we have been asking of Toshiba; to reset the Bios or replace the hard drive under warranty as [redacted] has said that Toshiba can do.
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.
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 do not accept this response because a software issue on a new computer was not caused by any wrong doing on my part. Therefore, I should not have to pay to get it fixed.]
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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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 connected to our Plus Care department, a fee based support who handles software issues. They explained to our customer the process and the troubleshooting steps that they are going to provide. However, our customer declined the offer. Even the unit is in warranty in accordance with the Standard Limited Warranty on the unit; Software support, fixes or replacement. 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 any questions or concern they may contact at 888-933-0322.

I was not asked for additional information, what do you require?

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 Order Desk representatives and has discussed about the process and options that they can provide. TAIS 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 offer. According to our customer she will coordinate with [redacted] regarding to this matter. If our customer has any questions or concern they may contact at 855-674-[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 would rather not close this item until the computer is fixed. At this point, Toshiba has just started the proper dialogue but nothing has been corrected yet.
Regards,
[redacted]

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 our case managers and the request for the refund was already forwarded to our finance department last 10/14/2015 and last 10/27/2015 the partial refund was already completed. If our customer has any question or concern they may contact customer relations at 855-674-3553.  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.
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's complaint. After doing a research, TAIS did not see any records of our customer. If our customer has concerns with the Battery Recall Program, and to check their eligibility for a Battery replacement, they...

may visit this website: go.toshiba.com/battery or they can call 866-224-1346 for further assistance.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research all Toshiba warranty information is stated on our website and our customer may visit that at warranty.toshiba.com.