California Health Express

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer’s concern was software issue related and our customer was connected to our [redacted] , a fee base support who handled software issueBased on the diagnosis they informed our customer that the unit needs to be updated manually, they advised our customer that they need to perform some software updates for them to fix the issue however our customer declined to pay for the supportOur customer was informed that any software related issue is not covered even the unit is still in the standard limited warrantyOur customer’s warranty for their computer was expired last 04/03/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 The reason that I am rejecting this offer is because I want this to remain open until I get my computer back and have time to inspect it, due to the fact that last time my laptop went in for a simple repair at a different repair facility came back damagedThere are only two reasons that I accepted that offerOne of those reasons were that they did not provide me with an alternative choice, except for rejecting the offer and parting waysAnd the second reason was that it was going to be sent to a different repair facility, (which was close to my home, I am not sure why they didn’t send it there for the first repair)When I started this process, the original case managers that I talked to said that they would provide the best “options” for me to resolve this matterI already knew what was going to happen and have told the case managers that I worked with that sending it back for repair would not be something that I would accept Fast forward to over a month later, having case managers, a supervisor (who does not take calls), and a depot manager, the repair facility in [redacted] finally responded and the case manager that I spoke to told me that the only option you have is to send it right back to the repair depot, (who lost my computer for a month and damaged it)Really?! No way was I going to accept that offerI rejected that offer and the case manager told me there is nothing else that he can do but to keep that option available open for a short time in case I changed my mind and hung up the phoneWow really?! Great customer service you have ToshibaThen about a week later, I was able to talk to ***, the Revdex.com coordinator for Toshiba and ultimately came to an agreement to send the computer to a different repair facility, which still does not make me happyIt is not fair that I or anyone else dealing with Toshiba has to go through this ridiculous process of having to call Toshiba countless times to get a problem that Toshiba and its repair depot in [redacted] caused, due to negligence, solvedAnd it is apparently impossible to get a hold of anyone at their corporate officeThe have a ton of people that work at their corporate office and no one can take a call about a serious matter? Really?! Are they afraid of talking to me or anyone else that has serious problems that they caused or are they just so arrogant that they do not feel sympathy for anyone? I would love to know from someone high up at Toshiba or TAIS, if they think that my situation and how they treat other people is acceptable in any wayI will give the repair facility a chance, but honestly, I should not have to, due to Toshiba breaking promises and my trust so many times before and kicking me to the curb repeatedly 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.The computer is under warranty, they sent me pictures that does not show the type of damage that is stated in their reason for neglecting their responsibilityI think it is a scam because I know that I did not put a usb port in the wrong way and damage the port like they saidIt clearly this was a poorly made machineThen to offer to repair the laptop for over dollars when the whole machine cost less than is appalling Toshiba needs to step up to the plate and fix the item that they warranted Do they not care about their customer? This is something that the world needs to know, Toshiba will not honor there customers warranty's!!!!!!! Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter 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/for a [redacted] laptop with a promotion price of $1, At the time the order was placed, the customer applied an affiliate coupon ( [redacted] ) to the order which provided a discount of $(coupon was 10% off orders of $or more) The customer was also provided with free shipping since the order was over $ The final cost to the customer was $Our records indicate that the customer contacted our customer service center on 10/30/because he saw a lower price for this unit online The customer was advised that the purchase was outside of 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 days from the date the order invoiced and shipped At the time the customer placed the order the promotion offered $off the list price or $(this price ran from September – October 26) At the time of the customers call on 10/30/the instant savings was $off list price or $for that same model Therefore, if the customer would have placed the order after 10/26/the laptop price would have been $and his coupon code ( [redacted] ) would have been worth $making the final price of the unit $ 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 $ The customer can expect to see the refund within 3-business days.If the customer has any questions or concern they may contact at 800-618-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.In this warranty statement the declare that the software bois available at their web-siteIT IS NOT AVAILABLE OF THE MACHINE TOSHIBA SOLD ME! That is the issueI would have purchased it if it was available Software, 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/eula] Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has been in contact with our customerTAIS has apologized for the inconvenience our customer has experiencedWe will have a senior technician call you back to perform the necessary trouble shooting steps and provide you an alternative resolution in the event that the issue turns out to be a hardware issue

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 [Toshiba finally reached out to me directly after several months They called me times in day I did connect with them and talk to them live Of course they still will not provide a [redacted] representative and therefore, I have to deal with the awful [redacted] based customer service once again They did propose a couple of options for me The first is a replacement computer The second is a refund of the depreciated fair value of the computer which I am not agreeing to since I should not be penalized for having a lemon of a computer that they have been dragging their feet on resolving the issue at hand I am weighing the first option depending on the specifications of the computer and hope to have this resolved within the next few days, but it is not currently resolved.] Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintAfter doing a research TAIS found out that our customer can file a claim for the unitThey can visit our website www.acclaim.toshiba.com or they may contact at 888-592-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.Toshiba simply reiterated their prior position, which was to offer a (third) chance to have the laptop repaired as my only alternative I reject their offer because my laptop should have been fixed the first time I sent it in And then the second time There should be a limit to how many times a customer has to put up with bad service My limit was once, but I reluctantly gave them a second chance Their limit appears to be or more Perhaps Toshiba could explain to their customers how many times they will be required to send in a defective unit before they forego their warrantee position and make things right.Regards, [redacted]

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research TAIS found out that our customer's computer was already out of warranty since last June of Our customer was able to speak with one of our case managers and they found out that the last repair of the unit was made before the warranty expired last (Jun 17, 2015) and in accordance to the Standard Limited Warranty of the computer Toshiba has a one (1) year "Limited Warranty Period" after the date it was purchaseSeeing 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 [redacted] .What Does Your Warranty Cover? Toshiba America Information Systems, Inc(“Toshiba”) warrantsthat the Toshiba branded product you purchased for your end use (“Product”) is free from defects inmaterials and workmanship under use during the Limited Warranty PeriodThis LimitedWarranty covers the Product for warranty service only within the country where the Product wasoriginally purchased and only covers Products purchased as new.How Long Does This Warranty Last? One (1) year after the date of your purchase (“LimitedWarranty Period”)The Limited Warranty Period for the rechargeable battery included with theProduct is one (1) year from the date of your purchase.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 leastequivalent 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 forthirty (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) THERESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THANSOFTWARE INSTALLED BY TOSHIBA WHEN THE PRODUCT WAS MANUFACTURED

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 still have the same problemToshiba has not resolved the problem after numerous attemptsThe third party browser was on the computer when it was purchased so it should be compatible with THEIR computerANY browser I use the same problem happensI have tried to get this fixed since August and at that time my software was still under warranty and I should never have been chargedI would like my money back plus a new computer since they can not fix this oneThey acted like used car salesmen trying to get me to purchase their services including a new virus protection stating that the one I have does not fully protect my computer....even thought its the virus protection that came with the computer and also their is virus protection built in the version on windows that came with the computerThis is totally unsatisfactoryIt took the so called "corporate escalation staff weeks to return my phone callAfter the first week I called every day and they still took weeksNO THE PROBLEM IS NOT RESOLVEDif they do not give my money back and a new computer I will start a campaign for all my friends, family, former co workers and purchasing manager at different fortune companies I have worked with and had a position that I was involved in selecting computers and contracts

***,While the last message is factually correct the action of the business (again) made/makes no sense forcing the complainant ( [redacted] ***) to accept the only available optionSpecifically the company keeps offering a pro-rated refund (less than what was paid) for a device the company have been unable to repair or replace within both the original one-year or the extended three year warrantyFurther their offer does not include the several hundred dollars in sales taxes, several hundred dollars in the extended warranty, several hundred dollars in branded accessories purchased at the same time.Basically this is the substance of the original complaint and the situation has not changed in essence since the original complaint was filed since the company named has already attempted repair over times for this device.Thank you [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] ***

A Toshiba America Information Systems (TAIS) representative has been in contact with ourcustomerTAIS has apologized for the inconvenience our customer hasexperiencedTAIS 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 facilityOur customer agreed tothatAdvised our customer if he has any questions or concern they may contactus at 949-461-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.I did receive a call from the Toshiba Rep ( [redacted] ), last Wednesday morningHe informed me of Toshiba's intention to correct this issue by offering me a replacement but no details were discussed [redacted] just passed on the information and informed me that another Rep would be calling me in the next day, or two, to discuss the detailsI neither accepted nor rejected the offer as there was no specific offer made to me to resolve the problemAs of this note, I have received no additional contact from Toshiba regarding their intentions Regards, [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 Software support representative last 10/12/ 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 offerOur customer mentioned he will bring the computer to his sonIn this case our representative from Software support department was not able to manage or access the computer of our customerIf the customer has any questions or concern they may contact at 888-933-At this time we consider this matter closed

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 our case managers and the request for the refund was already forwarded to our finance department last 10/14/and last 10/27/the partial refund was already completedIf our customer has any question or concern they may contact customer relations at 855-674- 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. 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 contact our software support department which is a fee base support for advance troubleshooting for computersBased on our records the computer of our customer was already out of warranty since June of Seeing as the customer has exceeded the warranty period they are now responsible for any repairs and or technical assistanceAt this time we consider this matter closed

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 have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [As mentioned in my original complaint, yes, I was finally contacted by a Toshiba representative and advised the screen issue is not covered under the warranty due to 'physical damage' I did not cause damage to the unit The standard warranty reads; "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.gscratches, 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 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 boand 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.'That is the extent of the verbiage under the warranty section regarding exclusions No where in this section does it state that internal screen damage is not covered Neither my husband nor I misused, abused or otherwise mistreated the laptop We did not suffer a lightening strike, power surge or other act of God The laptop was fine on July 5th and when we booted it up July 6th, the screen damage began to appear The gentleman I spoke with at Toshiba stated we must have done something to damage it, such as hold it too tightly when moving it from one room to another, or put it down too hard on the desk or table We certainly did no such thing with any knowledge We have handled this unit in a way that a reasonable person would consider use Simply moving it from one location to another Toshiba stated that it's policy that all screen damage is denied This policy does not match with the printed warranty This damage occurred during the valid warranty period under use It should be covered under the warranty It is not reasonable to state that under no conditions could internal screen damage possibly occur without it being the consumer's fault Parts fail For all we know, there could have been minor damage caused during the manufacturing or transportation processes and it manifested itself several months later If Toshiba's contention is that this is not possible, then they should update their warranty accordingly The warranty we received with this unit does not exclude internal screen damage that occurs during use ] Regards, [redacted]