Level of Service First of all we are backed by Toshiba's quality commitment. You can expect the highest level of service in the industry with AA Office Equipment & Furniture Company. Our Service Manager has 18 years experience in the service business and half of our field service technicians have 20 plus years experience each. Of these service personnel, all have spent at least the past 15 years with AA Office Equipment & Furniture Company. We provide company service vehicles for all of our technicians completely stocked with parts and supplies to insure our customers needs are met. All service personnel are factory trained on all equipment we maintain. Supplies and Parts AA Office Equipment & Furniture Co. sells only OEM (original equipment manufactured) supplies and parts. That means all parts and supplies used by our company to repair customer equipment came from the manufacturer of that equipment. The advantage of this is that if the part fails prematurely you not only have our guarantee you will be taken care of but you have the guarantee of the manufacturer of the equipment itself. No manufacturer will support a dealer who installs non-OEM parts and supplies. Field inspections are done on customer machines being serviced by AA Office Equipment & Furniture   Company twice a year by representatives from Toshiba America Business Solutions Inc. We are graded on our dispatch system. We have completely computerized dispatch system, which provides our customers with the state of the art service delivery.  Our technical training of technicians is graded. Toshiba requires two trained Technicians per model. We have a higher standard we require all of our technicians to be factory trained by Toshiba on every current model.  Toshiba checks to insure that we are using exclusive Toshiba spare parts and supplies. Use of non OEM parts and supplies precludes dealers from obtaining the prestigious Promasters Award.  Computerized maintenance of spare parts and supplies, we stock $250,000 in parts and supplies. We have just upgraded our computer hardware system in 2000 in preparation for a completely new software business package for 2001.    Toshiba requires an active customer relations program, we have two such programs one is a customer escalation program and the second consists of bi- monthly meetings for customer needs training and identification.  Service department facilities, repair shop, dispatch parts department, machine warehouse and administration offices are also inspected by Toshiba. We completed a complete remodeling of our Oakland facility in 1999 and remodeled our Hayward location in 1998.  End-user complaints per year monitored by Toshiba. We have one of the lowest rates in the country.  End-user escalation procedure in place for customer complaints, formalized written policy in place.  End-user perception index, this is a rating that is derived from customer surveys conducted by Toshiba.  Participation in Toshiba programs, "CREST", "DATE", "GEM", and "FYI". All administered at AA Office Equipment & Furniture Company.</FO