Help: Toshiba CTX100/iES32 system failing

[lb63640]

Quick background, so you'll understand I'm a noob who needs help desperately! I'm a network admin, but inherited the phone closet in a package deal I have no formal training on the phone system, and most of what I know comes directly from reading this forum, and from hanging over the shoulder of a technician---when our vendor still had one.

The company we purchased our Toshiba system from is no longer a Toshiba dealer, and their certified tech left the company shortly before that. They referred us to another dealer who is about 150 miles away, and they charge arm/leg per on-site call, and we aren't equipped for the remote support functions.

We have a Toshiba Strata CTX100 system, which includes a Stratagy iES32 voice mail module (in slot #5). Some of the voicemail and automated features periodically fail, and the far-away technician says that it is because the hard drive in the unit is failing, and typically power-cycling the system is the only way to resolve the issue.

They tell us that repair is not possible due to the age of the equipment, although I see on the inside of the cabinet we are the proud recipients of a Toshiba Value Plus Certificate of Warranty that expires 8/09/2010. A sales rep from this company has provided a quote for a replacement system, but we would like to obtain a "second opinion" as to whether our existing system can be repaired, or if actual replacement is necessary.

Naturally, I'd be more included to believe one of you folks that this sales rep. If you tell me that it's not possible to repair this system, I'll feel comfortable in telling our operations manager that it's true. I don't understand why I can't just pull the hard drive and clone it over to a new notebook drive and pop it back in place, but that's the computer geek speaking out loud.

If I'm mistaken in this idea, feel free to educate me, because I really need to know. Any suggestions, opinions, advice, happy thoughts and such are most welcome.

Also, if you are within a reasonable distance of Farmington, MO, PM me if you have experience with this type of thing and would like arrange a service call.

Thanks in advance!

 

[MacyH]

Based on the tag info provided, it sounds like your company purchased the optional 5 year hardware warranty from TAIS (Toshiba America). (You should be able to confirm this on your original proposal and invoice for the CTX.)

The TAIS 5 year warranty covers all dealer provided Toshiba hardware, anything defectove should be replaced in warranty with no hassle. You will have to pay labor/travel charges for a factory tech to carry out the replacement, however.

Based on your comments, the factory authorized dealer you have engaged has not done a satisfactory job of resolving the issue and/or explaining your warranty. I'd contact executive management at that dealer, quite possibly in writing. The letter should express your dissatisfaction in detailed and explicit terms (you did pay for the tech to come on site, you want a replacement of the defective hardware and a reasonable labor fee for same) Then see how they respond.

If the dealer is not cooperative, contact TAIS directly for assistance in resolving your problems. They put you in touch with their regional factory rep, who will find a dealer to work with you and monitor progress.

(Add'l suggestion: Both the CTX and IES have a data backup feature, be sure a database backup on both is made ASAP. This can be done remotely via modem or internet.)

 

[ProviderReborn]

Not sure what country you are in but we still have an active base of IES clients. We get our VM's repaired all the time including the older inskin style VM's.
However we are in the UK.

What card to you have in slot 3 by the way?

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.