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How to obtain Support and Service for my AC100?

Should you have difficulty in operating the Toshiba Cloud Computing Device (“Cdev”), please consult the User Information Guide supplied with the unit before contacting Toshiba for support and service.

Note: All Toshiba and non-Toshiba software are provided on an “as is” basis without warranty and/ or support. This includes software files subject to certain open source licence agreements, and such open source software files are subject to the notice and additional terms and conditions that are referenced in “Legal” information” of “About device” in the Cdev’s “Settings” menu.
With regards to the software or firmware, Toshiba support is limited to providing assistance in reverting the Cdev to its out of box condition.


OBTAINING SUPPORT FOR YOUR Cdev PRODUCT

Please visit our website www.mytoshiba.com.au/support for answers to commonly asked technical questions and other support related enquiries. You will also find information regarding service booking for your Cdev.

Having followed the User Information Guide and visited the Toshiba’s website – support section, and in the event where further assistance is required, please contact the Toshiba Support Centre on 13 30 70 (Australia) or 0800 445 439 (New Zealand) between 7am to 7pm (AEST), Monday to Friday.

A technical representative will assist you to diagnose the problem and if it cannot be resolved remotely and appears to be hardware related you will be informed of the available service options.
Toshiba MobileCare Service Centres (“MobileCare”) exclusively provide hardware service for Cdev products. This service is available in most capital cities in Australia and New Zealand.

OBTAINING HARDWARE SERVICE FOR YOUR Cdev PRODUCT

• Book on-line by visiting www.toshibamobilecare.com.au or call the Toshiba Support Centre.

• You can either:
o Drop off the Cdev at the nominated MobileCare Service Centre, or
o Arrange inbound transportation (at your cost) to the nominated Mobilecare location.

• Please ensure that your data is backed-up and secured prior to releasing the Cdev to MobileCare for service.

If you are mailing the Cdev in for service, Toshiba recommends that you utilise the original packaging the Cdev was supplied in or a similar packaging, ensuring adequate padding is used to protect the unit during transport. Toshiba also recommends that you afford registered service and/ or insurance as appropriate. Toshiba does not accept any responsibility for any damage to the Cdev sent by you. MobileCare will return the Cdev to you, at its cost, using its choice of standard mail or road freight.

The issued service reference number must be displayed clearly on the packaging, along with the address details specified by MobileCare.

The targeted warranty replacement or repair service turnaround is 2-3 working days at the depot, subject to MobileCare’s ability to replicate the fault. The fault must be replicated to confirm that it is related to the Cdev and covered by the warranty.

If the fault is found to be non-warranty in nature, you will be contacted to discuss the available service options and their costs. A service assessment fee may apply if MobileCare is unable to replicate the reported fault.


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