California Health Express

A Toshiba America Information Systems (TAIS) representative has reviewed our customer’s complaintAfter doing a research TAIS are more than happy to provide another Return Authorization for this product, as well as, a new return *** shipping label. However, it is the customer’s responsibility to get the item back to us either by using the *** label we have provided or by other carrier means at their disposal. We are more than happy to accept the product back for a full refund, but we must get the product back before any refund will be issued Attached is the new Return Authorization email and label that were sent to the customer. If the product is not returned to us, we will 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 speak with one of tech support representative and case manager and has apologized for the inconvenience our customer has experienced
Our customer unit is a nproduct which not covered by TAIS standard limited warranty but our customer has years International Warranty which our customer is entitled to CarService through Toshiba’s network of Authorized Service ProvidersSeeing here our customer was informed by one of the authorized service providers that they cannot order parts due to availability during that time.If our customer is in US, TAIS can locate another Toshiba Authorized Service Provider where they can call and schedule a repair or our customer may check http://support.toshiba.com/aspLocator to locate a service center in any region, country and state If the customer has any questions or concern they may contact our customer relations department at 855-674-or tech support at 1-800-457-

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 Satellite L50D Model # PSKXJU-00Ndid 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 1-800-438-

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
Wow :/, what a lame,
half-hearted responseDid you even read my 1700+ word complaint?
Does anybody care? I need to send the pictures again? I sent them the
photos times! For some reason, they can't figure out how to open
Jpegs and Png files, which are pretty basic picture formatsHowever,
I did send them all again yesterday ( September 17th,
), and said if they don't work out this time, they need to let me
know immediately, not wait until I call again in a few days since no
one ever calls me back when they said they wouldApparently, it
takes a village to “try” to solve my problemI have not one or
two cases mangers working on it, but four different case managers, a
supervisor, and a depot mangerThat, within it self, is ridiculous!
At the end of the day, Toshiba is the one responsible for my problem
Toshiba sent my computer to a repair facility, (which by the way has
many complaints against them, do a Google search if you are not lazy,
why Toshiba does business with them is beyond me), that was almost
across the country from where I live, risking it getting damage in
shipment, which it didn't thankfullyAnd, you sent it to a crappy
repair facility that has no idea how to do a repair properlyI
started this almost weeks ago and still no one from the repair
facility has even responded to any of the case managersAre they too
lazy to write an email or to arrogant to take accountability? Toshiba
needs to fight their repair facility on their own timeDoes
Toshiba feel good *** over a kid in high school? I should not
have to call you, you should call me and fix this issueASAP!!!
Regards,
*** ***

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 informed that the issue of the computer is not covered in accordance with the Standard
Limited Warranty of the unitTAIS found out that the warranty of the computer was already expired last August Seeing 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 1-800-438-

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
Toshiba's sales manager guaranteed a free shipping label for our school district when we need to send things for repair.Please see the e-mail chain below:-----Original Message-----From: *** *** [mailto:***@toshiba-sales.com] Sent: Friday, November 13, 2:PMTo: Steve FioreSubject: RE: *** PUBLIC SCHOOLS, REGION:mail_order, DIST:mail_order - Quote createdHi Steve,As per our call this afternoon, here is some information you can forward to your customer.-Toshiba’s repair center policy - customers are given two options when they need to ship equipment back to Toshiba for repair (see attachment as sample)- Customer may pay $to use Toshiba's shipping method, or -Customer may choose to self-ship the faulty unitPlease advise your customer to select "self-ship"In order to do this, they need to enter a repair ticketToshiba's websitehttp://support.toshiba.com/They can call 1-800-457-if they have any questions about submitting a repair ticketOnce a ticket is issued, we will send them a FedEx label to cover shipping cost.I would need the information below to issue a shipping label:-Repair ticket #-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. Once I have this information, I will send them a shipping label.Thank you,*** ***Channel Sales Manager | CDWBusiness Solutions Division of Toshiba America Information Systems, Inc.Phone: (847) 280-0589Email: ***@toshiba-sales.comFor additional assistance, please contact your Toshiba Inside Sales support representative:
*** ***BSD Inside Sales Support(888)328-4631***@tais.toshiba.com ________________________________________________________If you need a screen shot, please let me know and I can provide it. Regards,
*** ***

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
The email with the RMA information referenced by the vendor has expired Further, there was no shipping label attached to the email Finally, as the vendor acknowledged, I live in a remote part of Alaska Thus, how do I get *** to pick up the package when the vendor issues a new RMA with an attached shipping label?I could not have returned the laptop as I did not take possession of it until 9/1/ I want to return it and receive a full refund ASAP
Regards,
*** ***

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
No such email was received in regards to the depot repair. In addition, my complaint is in regards to the depot repair. I cannot be without a laptop to conduct business for days (per the shipping and depot time) and I cannot have the mother board completely wiped out and have to pay someone to reinstall it. These are not acceptable options! It is as if Toshiba did not even read my complaint in which I stated I spoke to a case manager and that a depot was set up.
Regards,
*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer's complaintAfter doing a research, our customer was able to speak with one of our Order Desk representatives, our customer was offered a replacement unit and / or a full refund with the amount of $1,
equivalent to the amount of the unit however, our customer declined because she wants to include the amount she paid for the accessories as well.As stated on Toshiba's Standard Limited Warranty it is the company's discretion to repair or replace the unit with a new or re-manufactured part/productIf the customer decides to take the options that they were given, they may call our Customer Relations Center at 855-674-

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 never got this messageI can assure you that the issue of damage to the computer was never fixed by the warranty repair stationThe dots that move across the screen was never repairedThe same issue while IT WAS UNDER FULL WARRANTY WAS NEVER FIXEDToshiba needs to stand behind an issue which was NOT FIXED WHILE UNDER COMPLETE FULL WARRANTYMy issue is NOT AN OUT OF WARRANTY ISSUE , BUT RATHER TOSHIBA TO FIX WHICH IT DID NOT WHILE UNDER FULL WARRANTY.THE REPAIR WHICH WAS ATTEMPTED BY TOSHIBA WARRANTY STATION WAS NEVER RESOLVED AND MULTIPLE ATTEMPTS TO RESOLVE THE ISSUE WAS NEVER MADE GOOD.I will be filing a claim in Harris County for $5,which I will get a judgement for
Regards,
*** ***

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 our Toshiba Acclaim Admin and has discussed about the issue of the productThey informed our customer that since the unit
was already sent to our facility they are going to receive a *** debit card refund within 6-8weeks with the Return Merchandise Authorization (RMA) ***Our customer may visit our website acclaim.toshiba.com to check the status of their claim using the RMA number providedIf our customer has any questions or concern they may contact at 888-592-

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 the case manager and has apologized for the inconvenience our customer has experiencedOur customer was advised that TAIS doesn't have available parts for her tablet the sole option given to her is to contact the origin where our customer bought the tablet which is Toshiba UK for other resolutionIn accordance to the Standard Limited Warranty of the unitToshiba Warranty stated How To Obtain Repair or Replacement Service For A Product Purchased Outside The United States(United States Territories, Puerto Rico, Latin America, and the Caribbean)?In the country of original purchase, you are entitled to CarService through Toshiba’s network ofAuthorized Service ProvidersA list of Authorized Service Providers is available on the Toshiba website at warranty.toshiba.com or by calling the phone number specified for the applicable country onour web siteIf you choose to ship your Product to an Authorized Service Provider, you must pay anyshipping charges, insurance, taxes and duties associated with the transportation of the Product, unlesslocal law provides otherwiseToshiba or its service provider will pay for shipment of the repaired/replacement Product or replacement to you via standard ground service. If the customer has any questions or concern they may contact our customer relations department at 855-674-

A Toshiba America Information Systems (TAIS) representative has reviewed our customer complaintBased on our findings, our depot repair facility diagnosed the issue of the computer as physical damage which is not covered by the Standard Limited Warranty of the unitOur customer can contact
Toshiba Repair Services (TRS) at ###-###-####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.
Regards,
*** ***

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
Due to the nature of the files of children in state custody (foster care system), I am unable to send the laptop in for repairThe company has not taken into effect that sending in the laptop is not only an inconvenience, but illegal with my contract with the state entityAdditionally, as a graduate student, with a position within the state I am dependent upon this machine to complete my graduate student work. The ramifications of sending in the laptop for me are that I potentially may be jailed, fined, lose my place in the graduate studies program, and the ability to be admitted into another program, as it requires a professional license to do the type of work I am going into.I have requested a replacement part, which can be fixed locally for less money than the cost to ship my laptop, be without it for up to days, and potentially lose sensitive and protected information in the case that my computer is intercepted or lost during transportation.I should have the choice to receive an original manufacture's part from the company who put out a defective itemI am not able or willing to take the liability to send in my machineI believe that the company should provide the original part so I may take the laptop in for repairAdditionally, I was advised, should the laptop go out of warranty while the company has it at the hub, that the repair will be out of pocketI do not have the financial resources for a surprise bill for a part that cost less than $retailI feel like this warranty provides no consumer rightsI am going to be left with a faulty laptop that Toshiba is unwilling to take responsibility for. Regards,
*** ***

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. While the laptop MAY finally be repaired, or replaced this third time, I have lost confidence in this company and their ability to properly respond to repair issues. They ignored my offer to return the device to them to learn what was wrong with it and maybe improve on it or their repair process. They also ignored my request to answer how many times a device needs to be returned before they move from behind their legal warrantee shield and correct the situation. Obviously, this is not a business I can work with so reluctantly I must now ignore themRegards,*** ***

A Toshiba America Information System (TAIS) representative has reviewed our customer's complaintTAIS has apologized to our customer for any inconvenience that they had to go throughTAIS made contact with our customer to address their desired settlement to have a refund on the unitTAIS
explained that the case will be endorsed to our Order Desk Department and they will address the refund that our customer is requesting forIf the customer needs to follow up on this, they may call 855-674-

A Toshiba America Information Systems (TAIS) representative has reviewed our customer's complaintAfter doing a research, we decided to get in touch with the customer and as we spoke with the customer last 02/26/2016, we verified that we will be isolating the issue to figure out if there's a
Hardware Failure on the computerIn accordance with the Standard Limited Warranty, we informed our customer that our resolution for possible Hardware Failure would be to send the unit to our Depot Repair Facility for a warranty repairAt 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 that the unit was already out of warranty since 12/26/and after months of being out of warranty Toshiba (TAIS) provided a one-time courtesy repair to our customer however, it was endorsed to Toshiba Order Desk for evaluation because of parts availability, after the review of the representative our customer was informed replacement and/or refund is not applicable for the computer because the unit has been out of warranty since December

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
Toshiba states that the warranty does not apply, pointing to the following clause:t thhat 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 serviceproviders, use outside of the environmental or operating parameters, or use with incompatible thirdparty products.Service of Product on which the TOSHIBA label or logo, rating label or serial number have beendefaced or removed.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 trimOur customer was referred to Toshiba Repair Services
that they may contact at 800-438-At this time we consider this
matter closed
They did not consider the other, preceding clause in their warranty, which states the following:What Does Your Warranty Cover? Toshiba America Information Systems, Inc(“Toshiba”) warrants that the Toshiba branded product you purchased for your end use (“Product”) is free from defects in materials and workmanship under use during the Limited Warranty PeriodThis Limited Warranty covers the Product for warranty service only within the country where the Product was originally purchased and only covers Products purchased as new.Their product was sold to me incorrectly assembled, missing a screwI believe this missing screw caused the unit to failAccording to lawyers I know, the inclusive term ("What does your warranty cover?") takes precedence over the exclusive term ("What the warranty does not cover.") This is particularly clear in this case, where the failure that falls outside the exclusive term (a crack to the case) was caused by something that falls within the inclusive term (a defect in workmanship)Toshiba has failed in both responses to address this issue, and I don't understand their response? Is it that:a) The exclusive term takes precedence over the inclusive term (I believe this is legally incorrect and suggest they consult their lawyers).b) The missing screw is not a defect in workmanship (this was the claim of one person I spoke with on the phone and is clearly incorrect).c) The missing screw is a defect but could not possibly have cause the failure (a very dubious claim but also stated by someone at Toshiba).So which is it? Please read my email rather than simply responding again that the warranty doesn't cover this situationThe exclusive clause does not take precedence over the inclusive one.Thank you,*** ***
p.sI am now buying a replacement computer and expect Toshiba to refund my full purchase price