Toshiba

Scope of Work:

Hardware:
Onsite maintenance and support of hardware breakdown calls for selected Toshiba laptop models supplied through registered reseller of Toshiba India Private Limited, PC Division for a period defined as per the product warranty against any manufacturing defects or general failure. The list of service exclusions are defined in this document further. For models numbers covered under onsite support, please refer to Annexure I listed in this document.

Software:
Configuring, troubleshooting or reloading of Factory Pre-Loaded Operating System or Standard Software supplied along with Toshiba Laptop is supported through TIPL Call Center or as carry-in warranty in TIPL authorized service centers only. Application Software support&Data Back-up is the responsibility of Customer.

Onsite Service Locations:
Onsite service is limited to locations mentioned in Annexure II within the municipal limits. In other locations carry-in service is available.
For details of all Service Centers

Service Window:
Call Center Support:
• 8.00 AM to 10.00 PM on all days, except Public Holidays.
• Toll Free Number- 1800-200-8674 / 1800-11-8674 .

Onsite Services Through ASPs:
• 9.00 AM to 5.30 PM Monday to Friday, except Public Holidays.
• Onsite calls shall be attended on the Next Business Day of call logging and after receiving confirmed call ID from TIPL Call   Center. Calls logged after 12.00 PM shall be attended on the 2nd Business Day.

TIPL Warranty Process:
• Warranty service calls are required to be first logged with TIPL Call Center.
• Along with warranty validation, the Call Center provides online technical assistance to the customers which at many times is sufficient to resolve the problem.
• Customers can directly register their Toshiba laptops online by visiting www.toshiba-india.com/registeronline.
• It is advisable for customers to register the product immediately after purchase in order to avoid possible delays while availing services later. In case the product is not yet registered, registration assistance is provided by the Call Center. TIPL Onsite Warranty Services Ver.10 Standard Terms & Conditions Page 3 of 6
• In case further diagnosis or service by a Technician is required, a valid case ID is generated by the Call Center and then provided to the customer along with the service center details.
• Toshiba Authorized Service Partner (ASP) engineer visits the customer premises and delivers onsite warranty services. The onsite service is limited only to the Municipal area of cities mentioned in clause 2.0 above.
• Customers can reschedule the Toshiba Authorized Service Partner (ASP) engineer visit by informing the Toshiba ASP in advance.
• Follow up visits shall on be chargeable basis as per the standard ASP rates or R 350 for ‘Missed Service Visits’ where customers miss the appointments scheduled to TIPL ASP engineers.
• Details of all Toshiba India Laptop Service Centers, Product Information and Drivers are available at    www.toshiba-india.com/laptop/home.html.

How to Avail TIPL Onsite Warranty?
Below is a guide to assist you in obtaining service for your Toshiba Laptop. It is recommended to troubleshoot your Toshiba Laptop before logging a service call with the TIPL Call Center.


TROUBLESHOOTING GUIDE
• Always use the original A/C power adaptor that was shipped with the Laptop.
• It is strongly recommended to backup all irreplaceable files (i.e. data files). The service center will not be responsible for any loss of data.
• Ensure that the latest BIOS, Drivers and Software Components are installed. Check the installed BIOS version (To check click on Start->Settings->Control Panel->Toshiba HW Setup->General Tab).
• To get the latest version, go www.toshiba-india.com/laptop/DriversDetails.aspx
• Remove any extra memory.
• Ensure your work area is a hard flat surface, dust and static free.
• Remove any accessories or peripherals attached to the unit.
• If your system has stopped working properly after installing a new software program, uninstall the program.
• If your system has stopped working properly after installing a new driver, uninstall the driver, or run system restore.
• If you are getting a specific error message, please write down the error message and inform the message when you speak to Technical Support Agent in our call center.
• If you suspect a hardware malfunction, run the “PC Diagnostic Tool”. To do this, click on Start ->Programs ->Toshiba ->Utilities ->PC Diagnostic Tool.
• For 3rd party hardware/software compatibility issues, always refer to the 3rd party manufacturer’s website or user’s guide.
• For Toshiba Laptop models which are sold without factory pre-loaded Operating System, Toshiba will provide support assistance only if the customer is using valid licensed copy of the operating system.

Prior to placing a service/repair request to Toshiba:
• Perform a self-diagnosis by going through the troubleshooting guide.
• Note the model number and serial number of your Laptop.
• Prepare to describe the problem encountered.
• It is recommended to have your Laptop available when contacting Toshiba for service.
• The Call Center agent shall provide diagnosis assistance and support over the phone.
• Customer is kindly requested to extend full cooperation since it can help in achieving overall faster resolution of the complaint.


Warranty Exclusions (Repairs not covered under the scope of warranty):
• Installation of laptop or removal of accessory retrofits, peripheral equipment or computer systems of which the product may be a part.
• Repair of the product due to accident, misuse, abuse, neglect, improper installation, or improper maintenance.
• Hardware or Software failures due to physical damages, improper site conditions, rain or weather conditions, liquid spillages, voltage spikes, virus attacks, etc.
• Replacement of missing parts, the provision of retrofits or preventative maintenance.
• Replacement or fixes of pre-installed software.
• Service of products which are not supported by valid Proof of Purchase by customer. TIPL Onsite Warranty Services Ver.10 Standard Terms & Conditions Page 5 of 6
• Repair or replacement of batteries beyond one year, cover, cosmetic parts, key tops, printed letters on key tops, lids or other stationary parts, or appearance parts such as interior or exterior finishes or trim and all other consumables.
• Service made necessary by any external cause, including fire, theft, acts of God, alteration, problems arising from software or hardware not supplied by Toshiba, power failures or shortages, or repairs by persons other than those authorized by Toshiba to service the Product.
• Service on product purchased outside India.
• Service on third party products or software not manufactured and sold by Toshiba that may be installed in or used in connection with the product.
• Service for software related faults resulting from incorrect software installation or usage, or software viruses, or software inherent bugs.
• Service of product on which the TOSHIBA label or logo, rating label or serial number have been defaced or removed.
• Service made necessary by use of incompatible third party products.
• TIPL accepts no responsibility for any software program, data or other information stored or residing on any media or any part of the product covered by this onsite warranty, including without limitation, deletion or alteration of the contents of the hard drive or data storage media which may occur during service of the Product.
• If the hard drive of the product is replaced during service, TIPL ASP will make reasonable efforts to advise the Customer prior to removal of the hard drive. TIPL ASP will reload the factory pre-installed software for the Product onto the replacement drive unless instructed otherwise by Customer.
• If the Customer requires the data from the defective drive then the Customer must purchase the defective hard drive from TIPL ASP.
• If Customer authorizes TIPL ASP to perform any services excluded under this onsite warranty, Customer shall pay the TIPL ASP its local repair fees for such work.
• If a reported problem cannot be reproduced during service, TIPL ASP may charge Customer for costs incurred.
• If service requires replacement of warranty parts, Toshiba will supply new or remanufactured parts on an exchange basis. Original parts, once exchanged, become the property of Toshiba.
• If the customer has misinterpreted the nature of problem and later turns out to be software problem or other problems outside the scope of warranty during engineer visit, a minimum charge of R 350 or standard ASP rate, whichever is applicable, is liable to be charged from the customer.