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.
I don't know the details . The price of the computer is  $411.36. They should let me know what they are offering . 
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative
has reviewed our customer complaint. After doing a research TAIS found out that
the unit has been diagnosed by our technicians and they found out that the computer
has physical damage which is not covered by the standard limited warranty of
the unit. As stated in the 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 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.
Our customer can contact Toshiba Repair Services to
schedule a repair at ###-###-####. At this time we consider this matter closed.

Hi,I did not contact Toshiba about the problem until March 2015.  I'm not sure of the exact date of contact.  I recall being told that the problem was not one that could be corrected over the phone and that I would need to send the laptop to their repair depot.Thanks,[redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customer. TAIS has apologized for the inconvenience our customer has experienced. TAIS has advised our customer that we can process the refund that he requested for the recovery media that he ordered to us....

However, TAIS has advised our customer that we cannot provide a refund to the store manager that according to him who paid for the hard drive of his computer, we explained to our customer that the Store and Toshiba has a different channel or process when it comes to a certain issue. Our customer informed us that the unit still has a problem. TAIS has advised that we can still process a repair for his computer with accordance to the standard limited warranty of the unit. However, our customer declined the offer. If the customer has any questions or concern they may contact at 855-674-3553.

A Toshiba America Information System (TAIS) representative has reviewed our customer’s complaint. Upon checking on the given information on the complaint of our customer, we did not see any records or documents for the particular issue. For more information you may visit [redacted] or call our Technical Support department at ###-###-#### so that we can address your concern further. At this time we consider this matter closed.

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]
I just want to let you know that Toshiba never told me I had a 30 day warranty they told me I had a year warranty.  The support at Toshiba is so horrible that no one has a clue on what they are talking about.  The laptop does not work it overheats within a few hours.  You can't possibly tell me its my responsibility.  I had to put in a new hard drive after the one they gave me stop working.  I put in so much money and time with them on the phone all I want is my money back from them.  1 thousand dollars does not make or break them but it broke me into pieces to get a new a new laptop before a year was up.  Toshiba does not even stand behind their products I know its not the Revdex.com fault I just wanted to let you know of this matter.  I got so many different answers of what warranty I have or don't have its not even funny.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that we are coordinating with our Storage department and we are still working on the said case, hoping we could give you a better resolution on the said matter....

Regarding to the Corporate escalation concern we would let you know the outcome of our investigation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution , although it is not satisfactory to me because total cost of the computer was $695.50 and only worked for about 8 months,  and they are only offering a refund of $494.14 I will accept it. How ever their refusal to issue a check and give me a Visa debit card is not what I consider adequate business practices. 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 has found out that there was a missing “blue part” on the USB and at the same time the hinge is broken. Our 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 hinge. The 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 $70.56 not $750.00 and since the customer decided not to pay the certain amount, the unit was sent back the unit unrepaired. At this time we consider this matter closed.

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.
When the laptop was first repaired and I got it back around April/May 2015, the frame was loose and cropping out of the screen. I complained about the poor repair and a full refund or full unit replacement! They said the policy covers only repair for any unit after 14 days of purchase and full replacement would only be possibly in case of full functionality. I protested saying that I no longer trust the repair or the parts since I get the laptop from repair in bad condition rather than purchasing a new laptop with defects. They assured me that the repair and the replaced parts have their own warranty which covers one year warranty outside of the laptop warranty, hence the replaced parts (LCD screen, frame, cover and some other small parts should have a warranty till June 17, 2016 on contrary to their current claim. I accepted the repair on that basis even though I was very frustrated to have a new laptop with too many defected and replaced parts (screen LCD, frame, cover, battery and some related internal parts!)Accordingly, they have not met the quality standards both in goods (defected laptop) nor repair (loose frame popping out of the screen) nor replacement parts (screen fades out unless pressing on the frame) nor their warranty statements (replaced parts and repair have their own warranty outside laptop warranty). I have lost trust in their truthfulness and quality of goods and repair. I would like to ensure the laptop is repaired at the highest quality level and ensure a warranty of any replaced parts to ensure the replaced parts are not defected after all the issues I encountered with this purchase!
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customercomplaint. After doing a research our customer purchased the computer insidethe United States and in accordance to the Standard Limited Warranty of theunit (SLW) this Limited Warranty covers the Product for the...

warranty onlywithin the country where the Product was originally purchased. Our customer wasable to speak with of our case managers and was advised that they can send the computerto our depot repair facility for repair and Toshiba will be the one who will coverthe repair and replacement of the parts of the unit. Our customer will justshoulder the inbound shipping going to our depot repair facility in accordanceto the Standard Limited Warranty (SLW) of the unit. At this time we considerthis matter closed.

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 Technical Support Representative, our customer was informed about the Standard Limited Warranty Coverage of...

the unit which is a Toshiba Notebook Depot Service in the United States. In Accordance with our Standard Limited Warranty documents, under "How to Obtain Repair or Replacement Service For A Product Purchased In The United States?" it was disclosed that, "You will pay any packaging, shipping charges, insurance, taxes and duties associated with the transportation of the Product or original CRU to the service center or provider. You are responsible for appropriately packaging the Product." Our customer chose the "Customer Self pack / Self-ship, with this option, you assume all responsibility for packing, and shipping your laptop to the Toshiba repair Depot and our Depot Facility is now awaiting for their shipment to arrive. If the customer needs to check the status of the repair, they may visit www.depotgateway.toshiba.com or call us at 1-800-457-7777.

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 contact our software support department which is a fee base support for advance troubleshooting for computers. Based on our records...

the computer of our customer was already out of warranty since June of 2010. Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistance. At this time we consider this matter closed.

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 our Toshiba Acclaim Admin thru email and the resolution has been provided. Our customer has informed that a new refund was...

already processed and it will be send to his right address in Maryland. If our customer has any questions or concern they may contact our acclaim department at 888-592-0944 or email our Toshiba Acclaim Admin.

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 technical support representative and has informed that the battery pack of the unit is not affected or part of...

the recall program. This was confirmed on our website at  http://go.toshiba.com/battery using the following information of the computer provided by our customer;Product Part Number: PSK32U-01L001Product Serial Number: [redacted]Battery Serial Number: [redacted] Battery Part Number: G71C000B0210The confirmation result was successful and verified that the battery pack is not affected (replacement not required). The computer model is on a master list of Toshiba worldwide models that potentially could have had an affected battery pack, although not all battery packs used on all models are affected. If the battery check utility or manual lookup process has indicated that your laptop is not affected, you do not need to take any further action.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research TAIS found out that this case was endorsed to our order desk department. Our customer has been contacted by one of the order desk representatives and discussed about the process...

of their request. If our customer has any questions or concern they may contact at [redacted].

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. After doing a research, TAIS was able to update the Estimated Ship Date with our customer from time to time. TAIS found out that there was an unforeseen component shortage and this was the reason why the date continued to push back.  Our customer requested for a cancellation for the order due to the continuous change of the Estimated Ship Date and the order was cancelled as per requested. Accessories were already shipped to the customer and was advised that we could provide RMA if they wish to return those items. Our customer wasn't charged as well since they requested for a cancellation for the order. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaint. After doing a research TAIS coordinated with the Customer Experience Manger of Toshiba Direct and here is their response; [redacted] placed an order on 10/4/2015 for a [redacted]...

laptop with a promotion price of $1,099.99.  At the time the order was placed, the customer applied an affiliate coupon ([redacted]) to the order which provided a discount of $110.00 (coupon was 10% off orders of $600 or more).  The customer was also provided with free shipping since the order was over $499.00.  The final cost to the customer was $989.99. Our records indicate that the customer contacted our customer service center on 10/30/2015 because he saw a lower price for this unit online.  The customer was advised that the purchase was outside of 15 days and therefore we would not approve a courtesy credit for the price drop.  The customer is correct that we do not have a posted “price protection policy” because we do not offer such a protection policy.  If the price should change on a product and a customer should contact us, each situation is reviewed and if deemed appropriate, a courtesy credit can be offered.  However, when we look at these situations we do not consider any such request if the order is older than 15 days from the date the order invoiced and shipped.   At the time the customer placed the order the promotion offered $300 off the list price or $1099.99 (this price ran from September 22 – October 26).  At the time of the customers call on 10/30/2015 the instant savings was $400 off list price or $999.99 for that same model.  Therefore, if the customer would have placed the order after 10/26/2015 the laptop price would have been $999.99 and his coupon code ([redacted]) would have been worth $99.99 making the final price of the unit $900.99.   We are sorry that the customer feels that the policy is not fair or correct.  We are also reviewing all calls the customer had with our call center and will take appropriate action if any of the calls were mishandled.  As a sign of good faith and a courtesy for the customers purchase, we will refund the customer the difference of $89.00.  The customer can expect to see the refund within 3-5 business days.If the customer has any questions or concern they may contact at 800-618-4444. At this time we consider this matter closed.

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.You have not changed anything from my original complaint. Your response was just an impersonal list of policies. Of everything I listed, the company hasn't even bothered to address a SINGLE concern I put in my complaint. The problems are: 1.) You sold me 3 pieces of defective equipment. I've returned 2/3 and am unhappy with the 3rd as it has a hardware problem. 2.) You confirmed that I called tech support, which I already told you. What I wrote was that your tech support didn't send the proper information to me about shipping. They missed emailing me important information. What's more, I don't want to call them back (I've called twice already due to this error and I'm already frustrated with this whole ordeal). I can't understand the thick accents over the phone and the automated service is very frustrating. 3.) Returning said hardware will cost me shipping.4.) Even if I return hardware for repair, Toshiba has not given me trust that it will be properly fixed. You can send it back, unresolved, and the warranty will run out.5.) Sending the computer out to depot opens me up to identity theft problems (do you also outsource your depot like you do your tech support??).  Regardless, I don't trust sending my computer and contents of its hard drive to strangers. It has more important and confidential information stored on it (even a factory restore cannot take away information on the hard drive) than credit cards. Would you ship your credit card to a stranger? How about your entire wallet and your bank account information?Toshiba is representing it's company poorly. You haven't shown that you stand behind your products, or care about your consumers. Toshiba hasn't even made a reasonable attempt to address any of my issues.
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's unit was repaired last 11/03/2015 and delivered to our customer's location last 11/06/2015. After more than a moth our customer called us...

01/17/2016 to report an issue with the unit. Our customer was able to speak with one of our technical support representative and they found out that the computer has a software issue. Our representative has offered to process troubleshooting on the unit, however our customer declined. Based on our records the computer has a software issue that can be resolved by performing troubleshooting and run some diagnostic program. If our customer has any questions or concern they may contact us at 855-674-3553.