FAQ

OBTAINING SUPPORT FOR YOUR TOSHIBA ENCORE TABLET

Please follow the User Information Guide supplied with the Encore Tablet (‘Tablet’), or visit our website www.mytoshiba.com.au/support or www.mytoshiba.co.nz/support for answers to commonly asked technical questions and other support related enquiries.

If further assistance is required, please contact the Toshiba Support Centre on 13 30 70 (Australia) or 0800 445 439 (New Zealand) between 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 Toshiba MobileCare Service Centre (“MobileCare”). MobileCare exclusively provide hardware service for Tablet products. This service is available in Australia and New Zealand.



OBTAINING HARDWARE SERVICE FOR YOUR TOSHIBA ENCORE TABLET

• Book on-line by visiting www.toshibamobilecare.com.au
• You can either:
o Drop off your Toshiba Tablet 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 Toshiba Tablet 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 Tablet in for service, Toshiba recommends that you utilise the original packaging the Tablet was supplied in or a similar packaging, ensuring adequate padding is used to protect the unit during transport. Toshiba also recommends that you acquire registered service and/ or insurance as appropriate. Toshiba does not accept any responsibility for any damage to the Tablet sent by you. MobileCare will return the Tablet 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 Tablet and covered by the warranty.

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.

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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