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Service and support for your Toshiba Chromebook
OBTAINING SUPPORT FOR YOUR TOSHIBA CHROMEBOOK
Please follow the User Information Guide supplied with the Toshiba Chromebook (“Chromebook”). If after Resetting back to Factory Default (a.k.a. Powerwash, refer to ‘Setting up your Chromebook’ procedure). If you are still experiencing issues, please contact:
Toshiba Support Centre on 13 30 70 (Australia) or 0800 445 439 (New Zealand) 8am to 6pm (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 referred to a Toshiba MobileCare Service Centre (“MobileCare”) and issued a Service Request number. MobileCare exclusively provide hardware services for Chromebook. This service is available in Australia and New Zealand.
OBTAINING HARDWARE SERVICE FOR YOUR TOSHIBA CHROMEBOOK
• Book on-line by visiting www.toshibamobilecare.com.au (Product details and SR number are required).
• You can either:
o Drop off your Chromebook 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 your Chromebook to MobileCare for service.
Repair to the goods may result in loss of the data. It includes, for example, songs, photos, telephone numbers and electronic documents. Toshiba recommends that you back up and secure your data prior sending the goods for repair or service.
If you are mailing the Chromebook in for service, Toshiba recommends that you utilise the original packaging the Chromebook 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 Chromebook sent by you. MobileCare will return the Chromebook to you, at its cost, using its choice of standard mail or road freight.
The issued Service Reference (SR) number must be displayed clearly on the packaging, along with the address details specified by MobileCare.
Warranty replacement or repair service is subject to MobileCare’s ability to replicate the fault. The fault must be replicated to confirm that it is related to the Toshiba Chromebook 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.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the product. Ownership of items is surrendered to each party on exchange. Repair or exchange is subject to the original item being genuine and unaltered.
