California Health Express

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 has explained the coverage and process that they have. Our representative was able to performed troubleshooting on the unit. Our representative has offered a call back to do some advance research regarding the issue of the computer. Our representative has made multiple attempts calling our customer back to continue the process of troubleshooting, however our customer is not available and did not provide any response. If the customer has any questions or concern they can still contact our Software department to continue the support at 888-933-0322.

A
Toshiba America Information Systems (TAIS) representative has reviewed our
customer complaint. The Standard Limited Warranty of the product entitles our
customer to hardware repairs in the event that there are issues with the
product within duration of a year. Toshiba has recently...

completed a repair of
the product for our customer and as per checking our records we have already
shipped out the customer's unit back to him last 06/26/15 under [redacted] tracking
number [redacted] and it shows that the unit is estimated to be delivered on
June 30, 2015 at 8:00pm. At this time we consider this matter closed.

A Toshiba America Information Systems ([redacted]) representative has reviewed our customer's complaint. After doing a research [redacted] found out that our customer was able to speak with one of the case managers and was advised that his computer needs to send-in to [redacted] repair facility to have...

it properly diagnose and repair with the engineers.In accordance to the Standard Limited Warranty refund or replacement is not the option, [redacted] has explained that the unit should be diagnose physically by our technicians in our repair facility. The standard Limited Warranty Stated:What Will Toshiba Do? If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. This is your sole and exclusive remedy for breach of warranty. Replacement parts or products are warranted to be free from defects in materials and workmanship for thirty (30) days or for the remainder of the Limited Warranty Period, whichever is longer.Our customer may visit our website at warranty.toshiba.com for warranty the details.Tell us why here...

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 to one of our case managers and processed a VIP (Tri-Star) repair to our customer's computer, which is our Toshiba Engineers who will work on the unit and have it repaired. Our customer provided a box that they can use to send the unit to our Toshiba Engineer's facility. Our customer accepted the repair. If our customer has any questions or concern they may contact at 1-800-457-7777. 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.
[WE STILL HAVE NOT RECEIVED OUR REFUND. WE KEEP GETTING BROKEN PROMISES.  WHERE IS OUR MONEY?  THEY HAVE PICKED UP OUR TELEVISION ON JAN 21, 2016, A MONTH AGO AND NO REFUND. ]
Regards,
[redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaint. Our customer has spoken with one of our corporate representatives and our customer has been advised that the unit will be sent back to our customer. Based on our records the computer has been repaired...

by our depot repair facility and was delivered last Thur 6/18/2015 11:57 am under [redacted] tracking no. [redacted]. 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 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.Thank you for your help in resolving this. 
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 able to speak with one of our technical representative and Case Manager. Our customer was advised that the battery of his computer Model...

SATELLITE L50D-B with the serial number [redacted] is not part/affected of the battery recall and this was based on the results after they checked the details of the battery of the computer on our system.Our customer was informed that the notification that he received was a system generated by Toshiba worldwide to notify all Toshiba laptop users about the battery recall program of Toshiba. This notification is together with the instruction for them to check if the specific battery of their computer is affected by this recall. The website go.toshiba.com/battery was provided by Toshiba for more details regarding this battery recall program.Our representative has advised our customer to discontinue using the battery if changes with the performance is already noticeable and considering the age of the battery, since it was originally manufactured in 2014. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I need someone to call me in regards to resolving the issue. they were very quick to tell me its a hardware failure with doing zero troubleshooting when I called. if I have the option of being helped then have that option available for me and not an empty promise you type to the Revdex.com.   Have the highest tier of technical support call me to diagnose and troubleshoot the issue. 
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.
Hi Jackie, I cannot find a way to update my complaint and no longer have any of the emails that let me click on a link. I only have the copy of the complaint that I saved to an external drive. Live chat directed me to you. I  have been trying to negotiate with Toshiba for the last 3 weeks and they finally called me  2 weeks ago with a computer that was equal to the one that disappeared at their Repair Depot. Prior to this they were offering substandard models or $663 dollars as a prorated amount towards my $1000 computer. I checked and could not buy my model, new, or used, on the internet for this amount, or a model that was even close in specifications.  I realized I had to take a replacement if I wanted an equal computer. I was assured that any replacement model sent to me would be “new” but considered “refurbished” due to the open box. I also asked where this computer would be coming from, as I did not want to end up with a unit from the Repair Depot in Jefferson, IN, which had made my original unit disappear and used nefarious methods to add my serial # to another unit to try and fool me. After the sketchy tactics employed on the repaired unit sent back to me, I was very concerned about the integrity and safety of any unit coming out of that facility. I had to think of my privacy when using the unit. Can you blame me? The first model they offered only had ½ the storage capacity of my original model,  but better graphics. However, when I attempted to find reviews on the model, internet information was limited to 3 websites, all in Russian. No reviews were available, I couldn’t find it ever being sold anywhere, and they had already informed me that they this unit would only be under warranty for 30 days (60 was offered when I pushed). It is worth noting that my original computer still had 6 months left on its manufacturer warranty, so this was suspicious. The 2nd computer they offered retailed for about $330 brand new, half the memory, no full HD screen, as my original computer. I said I had to let it rest for a week, as I was going away and asked Lovely to see if there were any other units available for replacement. Finally, on May 17th, Lovely (cust rep), called me and said they had the exact model as my original computer and would I accept this unit. Of course, I did, as long as it was not used. I explained that I was out of town and would deal when I returned. A shipping label was sent to me for the “repaired unit” I had in my custody as it had to sent back before they would  send me this unit. So..today I received the unit and it looks used and I think you can guess where it was sent from. There is even a minor scratch on the case and the back stickers state clearly “FACTORY RECONDITION, Notice: This Toshiba Computer product has been reconditioned, and, although not new, is warranted by Toshiba America Information Systems, Inc, under Limited Warranty, excluding any blemishes.”  Also, another sticker on the back “ READ THESE NOTICES CAREFULLY. IF YOU DO NOT ACCEPT THESE CONDITIONS, RETURN THE UNOPENED PACKAGE AND ALL OTHER ITEM INCLUDED WITH THE COMPONENT TO THE PLACE OF PURCHASE AND YOUR MONEY WILL BE REFUNDED…”, etc.  I called Lovely but I was told she was not available. Sila assured me that they would warranty this item for 3 months and I needed to use it and see if it worked before I should decide to send it right back. I am not happy but really need my computer. I sent the other unit back last Tuesday and need to get work done and emails read after being away and then not having a computer. Please add this to my complaint as this was definitely NOT a satisfactory resolution and I am not happy about how this was handled. My hands are tied  if I want a decent computer to use. I sent Toshiba a beautifully running computer with the exception of a malfunctioning Full HD display and received back a gutted computer, with a totally erased hard drive, standard LCD display and half the memory. I am shocked that such a large company would treat a customer so poorly.  I have lost hours of my life and if my original computer had not been so expensive I would have just bought another one, but definitely not a Toshiba. Please let me know if this closes my complaint or if we can keep it open until I have determined if this computer is acceptable. Thanks,[redacted]

A Toshiba America Information Systems (TAIS) representativehas reviewed our customer complaint. After doing a research TAIS found out thatour customer has been contacted by our refund specialist and they apologizedfor the inconvenience our customer has experienced. TAIS has informed ourcustomer that...

the refund request was already processed and they advised that itmight not show on their account immediately. Our customer agreed and understoodthat. 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 Software support representative last 10/12/2015
and our representative has offered to perform troubleshooting over the phone
and to have an access to the computer of our customer however they declined the
offer. Our customer mentioned he will bring the computer to his son. In this case our
representative from Software support department was not able to manage or access the
computer of our customer. If the
customer has any questions or concern they may contact at 888-933-0322. 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.All the time I have same, canned response from customer care and there is no more solution with Revdex.com. I will go ahed apply to the court with my lawyer againts defective product selling and distributing process of Toshiba.
Regards,
[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 this case will be endorse to our order desk department to provide them a replacement. Our...

customer will receive a call within 1-2 business days from one of the order desk representative to discuss the process of the replacement. Our customer agreed to the offer. If our customer has any questions or concern they may contact us at 949-461-4321. At this time we consider this matter closed.

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 are going to provide a VIP repair for his computer. We advised our customer that we are...

going to send a free box that he can use to send the unit going to our VIP repair facility. If our customer has any questions or concern they may contact at [redacted]. At this time we consider this matter closed.

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 this case will be endorsed to our Order Desk department to provide replacement. Advised our...

customer that he will receive a call within 1-2 business days from one of the order representative to discuss the process of replacement. Our customer agreed to the offer. If the customer has any questions or concern they may contact at [redacted].

A Toshiba America Information Systems (TAIS) has reviewed our customer complaint. After doing a research TAIS has informed our customer that we need to send back the computer to our Toshiba Engineer’s for a rework and also for them to find out if the unit is unrepairable so they can discuss for possible replacement of the computer. TAIS has provided the shipping label to our customer that she can use sending the unit to our facility without any cost. Our Engineers are just waiting for the unit to send in by our customer. At this time we consider this matter closed.

A Toshiba America Information Systems (TAIS) representative has been in contact with ourcustomer. TAIS has apologized for the inconvenience our customer hasexperienced. TAIS has informed our customer that we can process a repair forhis both computer under the Standard Limited Warranty of the unit....

TAIS processeda repair and advised our customer that he will received a box that he can useto send his computer to our Toshiba Engineers facility. Our customer agreed tothat. Advised our customer if he has any questions or concern they may contactus at 949-461-4321. At this time we consider this matter closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 complaint. After doing a research TAIS
found out that our customer was offered to send the computer back to our Toshiba
engineers for rework in accordance to the standard limited warranty of the unit
and...

discuss the possible replacement if our Engineer’s found out that the unit
is unrepairable. Currently the shipping label already sent to our customer that
she can use sending back the unit to our Toshiba Engineers facility. At this
time we consider this matter closed.