Datasheet
ON-SITE SERVICE I ENGLISH 2
EN
SERVICE LEVEL
Depending on the kind of On-Site Service you have purchased, you are
entitled to one of the following Services.
a) Silver On-site
If you have purchased the Silver On-site Next Business Day Response Service
a Toshiba Certified Engineer will only be dispatched to repair the defective
product on-site if the repair cannot be accomplished by yourself via CRU
process.
b) Gold On-site
If you have purchased the Gold On-site Next Business Day Response Service,
you can decline a replacement part being sent to you and the Toshiba Support
Centre will dispatch a Toshiba Certified Engineer to repair the defective
product on-site.
COUNTRY COVERAGE
If you have purchased a local On-site Service, it is only available in the country
where it was purchased.
If you have purchased an European On-site Service, it is available in Austria,
Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,
Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain,
Sweden, Switzerland and the United Kingdom.
If you have purchased an International On-site Service, it is available in all the
countries listed on the following website:
ios.toshiba.com
The Service will be provided to Toshiba products located within a 100 km
radius of a major city. If a service request is generated for a product located
outside the 100 km radius, the service will be provided on a best effort basis.
Toshiba reserves the right to sub-contract the service to a Toshiba Authorised
Service Provider.
OBTAINING SERVICE
To obtain service, please contact the Toshiba Support Centre under the
00800-TOSHCARE number:
00800-86742273*
* This number is not working in all countries. Please use the numbers for the
following countries:
•CzechRepublic800142421
•Greece0080049129117
•Poland008004911380
•Sweden020795153
To obtain support outside of Europe, please refer to the following website:
ios.toshiba.com
SERVICE DESCRIPTION
This On-site Next Business Day Response Service is a hardware repair
service only and includes a telephone diagnosis to determine the failure on
your Toshiba hardware. Should a repair be necessary, Toshiba will send a
Toshiba Certified Engineer to your location usually by end of next business day
subject to parts availability.
The Next Business Day response time is defined as the time from the problem
notification to the Support Centre until the on-site arrival of the Toshiba
Certified Engineer at your location. Please note that in order to qualify for the
Next Business Day Response Service, the service claim must be logged at the
Toshiba Support Centre before 3 p.m. local time.
This service applies to Toshiba Satellite Pro, Tecra, Portégé and selected
Business Tablets (hereinafter called products). For more product compatibility
details, please visit:
toshiba.eu/services
This service upgrades the standard warranty of your Toshiba product with
regards to the specified duration, service response level or service content.
These terms and conditions therefore apply in addition to the standard
warranty terms and conditions and shall prevail in case of conflict.
This service is only available for Toshiba products purchased in Europe.
This service does not affect your statutory rights.
REGISTRATION & SERVICE ACTIVATION
Thisserviceisonlyvalidifpurchasedwithin90daysofprocurementofyour
Toshiba product and must be activated within 30 days after purchase. To
activate your service, you must register the product through the following
internet website:
toshiba-europe.com/registration
Please be ready to provide information about this service, your product and
user data in order to register. If you have already activated your service during
purchase on the Toshiba Store, you do not need to reactivate your service on
our website.
If your product is not registered at the time you contact the Toshiba Support
Center for a service claim, the Next Business Day Response service might
not apply.
After registering successfully, you will receive a confirmation e-mail and will be
entitled to this service.
This service is only valid for the Toshiba product for which it is registered.
CUSTOMER REPLACEABLE UNITS (CRU)
Some service parts are specifically designed for easy customer removal and
replacement and are referred to as CRU. If during remote troubleshooting
and diagnosis, the Support Centre Agent determines that the repair can
be accomplished by yourself, Toshiba will ship both the service part and
documentation for the exchange process to you. If requested by Toshiba,
the original part will have to be returned to Toshiba. This will be at Toshiba’s
expense.
TOSHIBA ON-SITE NEXT BUSINESS DAY
RESPONSE SERVICE
ENGLISH SERVICE TERMS AND CONDITIONS 2