California Health Express

Once I receive my refund theni eill consider my case closed THANK YOURevdex.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]

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 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 StatesIn 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 providerYou 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 arriveIf the customer needs to check the status of the repair, they may visit www.depotgateway.toshiba.com or call us at 1-800-457-

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]

A Toshiba America Information Systems (TAIS) representative has reviewed our customers complaintAfter 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 toIt 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 customerIf 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 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 unrepairedAt 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 our customer was able to talk to one of our tech support and case manager and agreed to send in and waive the shipping fee to repair the unit due to "NO POWER" issue with order number TP-and our customer was quoted for the repair due to out of scope issue (Damage LCD cover & Bottom Case) last 05/03/16, this issue is not covered by Toshiba's Standard limited warrantyOur customer paid for the quoted amount, depot continued the process of repair, completed and unit was delivered last 5/09/The unit was shipped back to our repair depot last 06/10/with order number TP-due to unit is keep shutting down and dots appearing on the top right corner of the screen which was not diagnosed nor reported by the customer on the first repair Also, Damage on the screen is not covered by the standard limited warrantyThe last repair was completed and delivered to our customer last Thu 6/16/5:pm Our depot has a day repair back guarantee The repair that was done on the unit was out of scope repair due to damage and its considered as out of warranty repair.In accordance to the Standard Limited Warranty of the unitToshiba Warranty states on page 2; What Does this Warranty Not Cover? 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 trimSeeing as the customer has exceeded the warranty period they are now responsible for any repairs/and or technical assistanceOur customer may contact Toshiba Repair Services at 408-582-

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 $They should let me know what they are offering Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedTAIS 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 issueOur customer informed us that the unit still has a problemTAIS has advised that we can still process a repair for his computer with accordance to the standard limited warranty of the unitHowever, our customer declined the offerIf the 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 [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 complaintYour response was just an impersonal list of policiesOf everything I listed, the company hasn't even bothered to address a SINGLE concern I put in my complaintThe problems are: 1.) You sold me pieces of defective equipmentI've returned 2/and am unhappy with the 3rd as it has a hardware problem2.) You confirmed that I called tech support, which I already told youWhat I wrote was that your tech support didn't send the proper information to me about shippingThey missed emailing me important informationWhat'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 frustrating3.) 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 fixedYou 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 strangersIt has more important and confidential information stored on it (even a factory restore cannot take away information on the hard drive) than credit cardsWould you ship your credit card to a stranger? How about your entire wallet and your bank account information?Toshiba is representing it's company poorlyYou haven't shown that you stand behind your products, or care about your consumersToshiba 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 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] with model number of [redacted] - [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 408-262-

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 to process a replacement and one of the order desk representative has made multiple attempts contacting our customer by phoneHowever, our customer in not availableIf the customer has any questions or concern they may contact at [redacted]

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 has explained that refund is not the option in accordance to the standard limited warrantyOur representative has offered to send the unit to our VIP repair facility to have the fixed and to be evaluated by our engineersHowever our customer declined the offerWhat 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/partThis 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 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 THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED

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 technical support representative and they determine that the computer has a possible virus that caused the problem on the unitOur representative performed necessary troubleshooting on the unit to isolate the issue further however they figured out that the unit needs a repairSince the warranty was expired our customer was referred to an Authorized service provider where they can bring the computer for repair and the phone support was already refundedSeeing as the customer has exceeded the warranty period they are now responsible for any repairs/ and or technical assistanceOur customer can contact Toshiba Repair Services at 1-800-438-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.You do not have a posted "price protection policy", because you do not offer such a policy, yet you actually post on your website that you do not have a price matching policy of other retailers?Thank you for listening to me and I appreciate the refunded difference I will continue to be a Toshiba customer Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that unit has on-going issue with the 3rd party website using IE browserOur customer was able to speak with one of the corporate officers and was advised that his computer needs to be troubleshoot with a senior software technician to isolate the case and issue also to have it fix.And it shows on the last converstaion of (TAIS) software tech with our customer, the 3rd party issue was resolved

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 screenI complained about the poor repair and a full refund or full unit replacement! They said the policy covers only repair for any unit after days of purchase and full replacement would only be possibly in case of full functionalityI 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 defectsThey 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, on contrary to their current claimI 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 repairI 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 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]

After doing a research it shows on our record that the unit was sent to our repair facility four times and the last two repair was made last July and August 2016, which is beyond to the standard limited warranty of the computer, because the warranty was already expired last June The last two repair was sent to our engineer's facility which they confirmed that the only problem of the unit is the battery so that is why the computer keeps on shutting downHowever due to the back ordered part (battery) the repair was delayed and one of reason was the new federal guidelines for battery shipmentsOur customer has contacted by one of our corporate representative last 9/13/and explained [redacted] has offered to send the unit back and once the battery is available [redacted] will send one to him plus adding months warranty for the computerHowever our customer said that he will only accept the offer with his conditionsOur customer was contacted by one of the corporate representative last 9/14/and has advised that the said offer was already finalHowever, our customer declined the offerThis resolution that was provided is based on the Standard Limited Warranty of Toshiba

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 technical support representative and has informed that the battery pack of the unit is not affected or part of the recall programThis 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 affectedIf 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 complaintAfter 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-At this time we consider this matter closed