I bought a Toshiba Laptop Model R835-P81 in 2012 and on July 5, 2012 the screen blacked out. I phone the Toshiba Support desk and reported the problem and was givn a case number and an order number and the rep told me that the Laptop was still under warranty so I wouldn't not have to pay for service.
He told me I had 2 options: either send the computer to the California Repair center where they would wipe out the hard driver or
take it to a local authorize dealer where my data on the HD would not be touched.
I was concerned about service quality by an authorized agent but eventually decided to use one on 07-24-2012 as I didn't want to risk erasure of my hard drive. After I delivered it to the Toshiba agent, they called back to inform me that they detected oil on the computer. They said the Toshiba HQ would probaly not pay them to do the repiar and so I would have to and sort out reimursement with Toshiba directly.
It appeared that after the computer became defective and was lying on my desk, my house cleaner spayed furniture polish on the desk and some residue may have caught onto the laptop.
I wrote TAIS in California to get remibursement for the $342.50 I had to pay to the authorized agent but that Corporate office did not reply to my letter. Several weeks later I phoned the corporate office but the receptionist refused to connect me with anyone to resolve the matter. I had little recourse but to contact the California Attorney General's office.
Until this day, I have not been reimbursed for my repairs even though I made it clear that the oil spillage did not occur at the time of the defect so that the warranty was still to be effective.