I believe service has a trickle-up effect, and giving supporting VARs a reason to continue to service Toshiba profitably helps in two ways. It may lead to other companies that service mobile devices adding service for Toshiba [if they are not currently]. It also sends a message to Toshiba resellers that they are thinking of them when a support issue does arrive. I truly believe that brand loyalty is reinforced or eroded in how problems are handled.
Tracy Butler