Brother International Corporation

Review: Brother , MFC , model :[redacted].

Problem is happening from Sept 2014.

Bought 3 months back.

Pronnter makes grinding nose.

Contacted support. Two options provided:

1. Replacing with refurbished machine

2. Taking to authorized repair center.

I bought brand new one and replace it with new machine.

I can't takemachine to service center because machine is heavy and I can't carry it. They should send some one to repair.

On a side note, we buy new products assuming they don't trouble us for one year. Warrenty does not mean that product starts creating troubles from 3rd month of it's purchase and we have to waste hours and hours of our time to get it fixed?

This is consumer harrassment. I spent nearly 2 hours on the phone listening to the support person and doing what he was asking me to do.

This is wastage of time and leads to frustration.

If we call dell with some problem in 5 mins they make decision of either replacing or repairing by sending their own technician.

Why brother is different?Desired Settlement: You get me a new printer of same specs or refund my money.

Business

Response:

attached is Brother's formal response

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I just purchased the brother mfc-8710 DW. There are streaks on the scans. I call in. They place me on hold for up to 30 minutes. I ask for a supervisor. They say there is no supervisor.

They tell me to clean the machine. I have cleaned the machine 10 times.Desired Settlement: They need to help me fix this with specific information or replace it. I am very busy and do not have a lot of time.

Business

Response:

Brother has replaced [redacted] MFCJ8710DW on June 27, 2014. The tracking number for this shipment via [redacted] shows the replacement machine was delivered on July 2, 2014.

Consumer

Response:

Customer Service reps rude and uncooperative.I did get the new printer, but it just came today.**[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: First, this form does NOT allot enough space for me to write my FULL complaint of what happened.

I have waited over a week for a manager to call me and resolve my complaint. I thought the Brother International Corporation was so great; it has simply floored me to know that they would hustle consumers and vendors that have invested money into purchase Brother Products. I own a MCF-J450DW muti function machine. I would have never noticed the Brother International Corporation had illegally advertised and marketed the product, if my yellow ink would not been empty while I was trying to print a black and white (gray-scale) document ONLY.

June 8th, 2015, I thought the machine was broken as I could not understand why it kept prompting me to change the yellow ink, when I specifically entered in the computer settings black and white (gray-scale) print. I boxed it up and brought it back, but my local store no longer sells the item there; and they had no information on it. So, I called the customer service number on the box to see if Brother had in fact set the machine up this way.

I told the Brother rep if the company designed it this way this WASTES ink, and people’s money as yellow ink has NOTHING to do with printing a black (gray-scale) document. She responded, if you want black and white documents you should purchase a printer that does not use color...Really???

I informed her NO, for THIS print job I do NOT need any colored ink, and since I have black ink the printer should PRINT unless your company designed it NOT to (and I found evidence of it online after leaving the store)...

I told her you are not helping, I've asked you a yes or no question, either your company has set the machine to refuse to print if any ink cartridge is empty/low or they have not. It is very simple yes or no; but since you refuse to answer me, I do not want to speak with you.

I told her to go get her supervisor, but she said he was on the phone and would call me back within 2 hours... ??Desired Settlement: STOP LYING!

My few choice words for the Brother International Corporation/managers: Brother states ON THE BOX, in white text, ONLY change the cartridge that needs to be replaced and the yellow super-scripted triangle denotes additional purchase required. Your company should be SUED, it is ILLEGAL and it is also FALSE advertisement. FACT, ALL ink cartridge cartridges work NOT as FOUR INDIVIDUAL ink colors, but as ONE unit. That's right, run out/get too low of any color and EVEN IF THE OTHER 3 ARE FULL the printer will NOT print at ALL!

This means Brother IS intentionally LYING and DEFRAUDING consumers by selling, advertising, and marketing their printers in a way that implies to consumers they will SAVE on ink cost, when in fact they will spend MORE on ink cost. And Brother was established in 1954, so who can say how many people they have defrauded or for how LONG?

I WANT to be compensated for the printer, additional ink, and paper all wasted on this machine, which totals about $150!

Business

Response:

We have attached a copy of the letter that we are sending out to Ms. [redacted] today (6/25/15)

Consumer

Response:

Review: [redacted]

Review: After installing Windows 10 on my PG, my Brother would no longer print from my PC. It still prints from my laptop which runs Windows 8.

I contacted customer support on Sept. 16, 2015. After an unacceptable amount of time on hold, I spoke with a representative. He then transferred me to another representative, who told me he would have to escalate the issue to another department. A call was scheduled for Sept. 17 at 5pm (central). That call never came. I blocked out time to receive this call, and it is unacceptable that Brother International just chose not to call. It is also unacceptable that their technology was not ready for the roll out of Windows 10. It is not as if Microsoft sprung Windows 10 on the world with no announcement...this has been in the works for at least a year.Desired Settlement: I am not spending 2 hours on hold again. My time is as valuable as theirs. I fully expect a call from a technician at Brother to fix this issue with this model printer and Windows 10. This printer was not exactly cheap and there is no excuse for this company's attitude toward their customers.

Business

Response:

Dear Revdex.com, This email is to follow up from a complaint that we receivedfrom [redacted] in regards to his Brother There was an “DIFX install error” thecustomer was experiencing. We do have asolution in place that explains this error which is at the following link: https://brothercustomerservice.custhelp.com/app/answers/detail/a_id/61091 “Duringthe software installation I receive a Difx driver package error. What can I do?Thiscan be caused by interference with third party anti-virus/firewall program, ora problem with the computer's operating system installation. Please try temporarily disabling any third party anti-virus or firewall programs before attempting to install the Brother MFL-Pro Suite again. If you're not sure how to temporarily disable your anti-virus or firewall programs please contact the manufacturer of these programs for further assistance. 2. If disablingyour third party anti-virus or firewall does not resolve the issue, this mayalso occur if there is a problem with the DriverPackagePreinstall function pre-installing a driver package for a Plug and Play (PnP) function driver inthe DIFx driver store. Please contact your PC manufacturer forfurther assistance. “ However, I arranged to have my highestsoftware support reach to [redacted] on 9/22/15. They were able to provide a work around usingWIA driver and Paperport12SE, which the customer found acceptable. If you have any further questions, I can bereached at [redacted] Sincerely,Mike F[redacted] Brother International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Approximately on July 31, 2015, I purchased a printer, model [redacted] for $$119.59 and a two year protection plan ($19.99) from the [redacted] This product comes with a one year warranty. This week, I began experiencing problems with the paper jamming. After several attempts to correct it on my own, I contacted their customer service support. The lady was very nice, we tired everything to fix this problem but nothing was working. We were on the phone for over an hour and I asked if she could direct me to a store in my area tolfix the product. I am not a computer fixer major, my field of expertise is Human Resources. She explained that since we could not complete all of the trouble shooting that I would have to pay for the repairs. How is this, the product does not work properly after 6 months; the warranty is for 12 months and I paid additional money for a service plan. I've done everything right, when I purchased the product, I was informed that I had to attempt to repair it first before Brother would honor their warranty. I believe something popped off the machine while I was attempting to follow her instructions. I've never purchased a Brother printer before, it was difficult to install, and now the paper is jammed and they say I have to pay for the repair. Why have a warranty and a protection plan , if I have to be a computer repair personDesired Settlement: I desire a complete refund for the printer, the protectin plan and taxes.

Business

Response:

Dear Revdex.com, I spoke with [redacted] this afternoon (1/5/16), to discuss further the warranty options for the Brothe[redacted]. Brother will be issuing a replacement [redacted] which will go out tomorrow (1/6/15). If you have any further questions I can be reached at [redacted]

Mike F[redacted]Customer RelationsBrother International

Review: I recently purchased a Brother MFC J870dw printer. The product received decent reviews and was reasonably priced. However, after only having the device for a short period of time I was required to change ink cartridges. The problem arose when, upon replacing the black ink cartridge each of the other cartridges were suddenly recognized as being empty. This has caused me to file this complaint because nothing additional was printed, the only thing that took place with the device was the replacement of a black ink cartridge. It seems odd that replacing one cartridge somehow magically removes the ink form the other cartridges that had moments prior been full to a usable level. The real issue here is that this printer has a feature, not readily specified, in which it monitors the ink levels (and seemingly artificially registers them as "low"), and arbitrarily determines that a cartridge is empty when it clearly is not. Given the price of ink cartridges, and what I assume is a very high profit margin on these items, this seems like a rather peculiar coincidence.Desired Settlement: All I ask is that the company acknowledge this issue with the ink cartridges. In an ideal world the business might also seek to remedy this problem. I do not feel as though I can request a refund for this item, given that if I had done proper research on this product I would have discovered that I am far from the only individual to encounter this issue. In addition it would be desirable for the company to train customer service representatives to actually address the issues that customers contact them with rather than simply advise them to "change the cartridge" and remind them to use Brother brand ink cartridges.

Business

Response:

Dear [redacted] This letter is in response toyour Revdex.com complaint that was filed on April 27th,2015 with regards to your MFC-J870DW and empty starter color inkcartridges. The Brother website, [redacted] contains a great dealof useful information about the use of your Brother MFC machine, including muchof the information below. Like most ink jet printers, theamount of ink your Brother machine uses can vary depending on differentfactors, the first of which is what you print. The stated yield on Brother LC101 color ink cartridges is specified inaccordance with the international testing standard ISO/IEC 24711. The stated yield is based upon 5% pagecoverage as specified in ISO/IEC 24711, which is the standard by which mostcompanies measure their ink cartridge life. Of course, if you print at more than 5% page coverage, you will be usingmore ink and thus the life of your ink cartridges may be less than the statedyield. . For example, a person whoprints photographs and complex graphics will use ink significantly faster thana person who normally prints text-only documents. The approximate life cycle of a standardgenuine Brother black ink cartridge is approximately 300 pages at 5% coverage,while genuine Brother color ink cartridges are approximately 300 pages at 5%coverage. The figures are based upon thefollowing assumptions: Continuous printing at a resolution of 600 x 600 dpi innormal mode after installing ink cartridges; the printing frequency; number of pages printed; periodic, automatic,print head assembly cleaning (Your machine will clean the print head assemblyperiodically. This process will use asmall amount of ink): and, ink remaining in cartridge identified as “empty” (Itis necessary to leave a small amount of ink in the ink cartridge to prevent airfrom drying and damaging the print head assembly). Another factor is the number oftimes your machine needs to clean the print head nozzles. Whether you are printing in color a greatdeal or very little, the Brother machine must clean all the nozzles on theprint head regularly to achieve optimum print quality. Your Brother machine uses a small amount ofink each time it performs its routine cleaning. This is why even minimal use of the color cartridges causes a gradualdepletion of ink. If you do not use yourcolor ink, it will dry in the ink jets and ultimately cause poor printquality. In order to keep the printquality at its best, the machine will continue to clean the nozzles asneeded. This process is common to mostinkjet machines. Yet another factor that may affect your print yield pertains tousing a color machine as a PC printer. Since Brother inkjet machines offer full-color printing, the defaultsetting of the print driver is “Color”. As a result, the ink colors are mixed in the appropriate amounts toproduce the selected color. Even adocument containing nothing but black text will combine all 3 colors to produceblack print. Changing your printing preferencesfrom “Color” to “Mono” or “Grayscale” when printing documents with only blacktext or images will allow the machine to use only the black cartridge whenprinting the color black, and will help avoid unnecessary color inkconsumption. Your Brother machine is designed to stop all printing operations(printing from the pc, printing received faxes and printing copies or reports)when any of the ink cartridges are empty. This is to ensure the long life of the print head and maintain premiumprint quality. Please understand if theunit was to continue printing, print jobs and cleaning cycles would suction airfrom the dry cartridge and damage the print head. Even if you print black only or changed theprint settings to “Mono” or “Grayscale” to avoid printing in color, the programmedcleaning cycles would still suction the dry cartridge, because they areprogrammed to clean all the ink nozzles. The only way to continue printing isto replace the empty ink cartridge or cartridges. Brother does manufacture printers that strictly print in black andwhite. These machines use a technologycalled Monochrome laser. Instead of ink,they function with toner cartridges which are a powdery substance. If you areinterested in Monochrome laser printers more information can be found at [redacted] We hope you find this informationhelpful for future use. Sincerely, Customer RelationsBrother International

Review: I bought a Brother MFC-8950DW printer/scanner/copier on Aug. 1, 2013. On Sept 9 it began giving the error #72 which meant paper jam or defective sensor. There is no paper jam. The printer gave instructions to turn of and back on. This worked after the 10 or more tries. The printer worked for one more day. On Sept 10, it began having the same problem. I called customer support and spent approx 45 minutes providing info to ** at Brother. After being unable to get it to work, ** stated that he would replace the machine. He needed a $50 deposit which he would hold until I returned the broken machine. Having been on the phone for so long, and being placed on hold several times, I had to work and turn it over to my secretary. When ** came back on the line she took the message from ** regarding the replacement machine and $50 deposit. I called back to give my credit card info and spoke with [redacted] who tried to start the whole process of verifying the error again. I told him that I was promised an exchange and that I was just calling to give my $50 deposit. [redacted] stated that the info I was given was incorrect and that he would not replace the printer, but instead would have a technician come out and repair it. I told him this was unacceptable and that I wanted him to keep the promise of replacing this 5 week old printer. He stated that he could not do that. He also confirmed that ** has promised I would receive a new printer. I asked to speak to his manager. I spoke to [redacted] #[redacted] She also confirmed that ** told me I would receive a replacement printer. She admitted that the mistake was Brother's. I stated that then she should make the issue right and honor the promise I was given. She refused. She only offered on site repair. On site repair should have been offered first thing, and not only after promising to replace the printer.Desired Settlement: This printer is only 5 weeks old and already needs service. This is the sign of a lemon. I want a replacement as promised. I want the company to honor what their employee stated, and that is to receive a replacement. Actually, I would prefer an entire refund such that I could try a different brand as I feel their customer service leaves much to be desired. I have now spent 1.5 hours of my day dealing with Brother Customer Service. My time is worth something, too.

Business

Response:

The MFC8950DW comes with an onsite warranty and normally not replaced. However, due to an error by our customer support, Brother offered to swap his MFC8950DW on 9/11/13. The unit was shipped out overnight via ups, with tracking number [redacted] It was received by [redacted] on 9/12/13.

Executive Office

Brother International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I appreciate the replacement. After not being satisfied with the initial response from Brother, I contacted the store I purchased it from. They were willing to give me a full refund. My plan was to return it there and buy from a different manufacturer. The prompt response the following day changed my mind, and I will continue to use their products in the future. I would like to suggest that Brother change their warranty to at least replace defective items in the first 30 to 90 days, and provide onsite support after that period. Thank you.

Regards,

Review: I contacted Brother on 2/17/16 about the l[redacted] that I purchased and issues I was having about missing items in the factory sealed box I purchased. I asked if I should return the item from where I purchased it or if Brother would resolve the situation. I have not heard anything from the company and tried to contact them again with no response. Now my ability to return the item is gone.Desired Settlement: I just want the accessories that did not come with the machine and a response on the broken piece

Business

Response:

Dear Revdex.com, We have made contact with the customer on the 3/4/16 and confirmed the purchase. We are replacing the missing accessories. However, we have been trying to follow up with the customer further to have a better understanding of the broken piece that she has mentioned via phone messages. We can provide her the necessary information to one of our Authorized Service Centers in her area if she needs to take the LB6800 machine there. Sincerely, Mike F[redacted] Executive Office Brother International

Review: On Feb 21, 2014 I purchased from [redacted] a brother MFC-9130CW 4-in-one Color Printer N82E16828113850 for $249.99. As of (7/3/2014) I have had to replace the toner (3) times (the cartridges are very expensive) TN221 - 2500 copies per cartridge = $65 ea. The ironic part is that each time a toner needed to be changed - all the toners would need to be replaced. The printer will not work until all are changed. At each toner change a notice to run the green strip would come up. The last toner change - a notice to run the green strip on the drum was once again required (does not specify which drum) - which I did on all drums- the printer remains with that notice unable to use (will not print). I contacted [redacted] and they requested I contact brother, which I did. Brother's response was to replace all the drums. I can't understand how all the drums need to be changed out all at once. They said since I was past the 90 days (by 30 days) I have no warranty. Since this printer has NOT printed 7500 copies it is unlikely that the toners all needed to be changed with each notification. Brother didn't see the printer to verify this drum change requirement. I am frustrated at the type of non-service Brother has put forth and their unwillingness to help solve the problem.Desired Settlement: I feel this printer is a defective printer and request an exchange due to the amount of toners that have been replaced in such a short period of time. Since I know I have not used approximately 2 reams of paper in this printer it is highly unlikely the toners needed to be replaced when the noticed required it. The assessment by Brother that all the drums be replaced now seems to be an error as well.

Business

Response:

Brother has followed up with [redacted] on 7/18/14. We are awaiting proof of purchase for the toner cartridges.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and am sending [redacted] at Brother a copy of the requested receipts.

Regards,

Review: I bought a multi pack of labeling tape for my P-touch electronic labeling system. One of the tape cassetts that were in the multi pack were defective. I called Brother on their customer service line [redacted]. I was on hold 51 minutes (per my cell phone) before reaching a customer service rep. I explained the situation and I was told by the rep that policy states that consumables only have a 90 day warranty. I told the rep that I understand that there has to be a written policy but was there anything else I could do since this cassette was clearly defective from the factory and it truly wasn't my fault that I couldn't use all the multi pack cassettes in a 90 day period. The rep kept telling me there was nothing he could do. I was out of the 90 day period and therefor my warranty was void! Are you kidding me? Tape is not cheap and this isn't my fault! The reader number on the package is [redacted] and the [redacted]. I would like a new cassette sent to me and I'd be happy to send Brother the defective one so they could see for themselves. With all the competition and labeling systems out there, it would be nice for Brother to stand by their product. Therefor I'd be more likely to keep using Brother for my labeling and office uses.Desired Settlement: Replace my defective cassette and maybe throw me some coupons for reorders!

Business

Response:

Brother has spoken with [redacted] on 1/12/15. We have asked for her to mail the cartridge in question back to our TN facility for inspection. After receiving the cartridge we would go ahead and issue a replacement cartridge as one time accommodation.

Review: Brother sewing machine"ProjectRunway Limited Edition" CE7070PRW Computerize Sewing Machine - Automatic needle threader doesnt work and is complicated - ,SuperBright Led light is too tiny to light up work area ,Horizontal spool spin flies off spinner,,,stitch selector too small and dosent work properly ! The accessories (needles,pressure feet , bobbins ,etc.) are cheaply made,and too flimsy. The Whole Machine is TOO lightweight -and is more of a TOY,and NOT FIT for regular sewing projects as advertised !Desired Settlement: BROTHER makes good machines-however THIS is NOT one of them ! If I cannot get a refund - I would like an EXCHANGE for a new,BETTER MODEL. This was given as a gift -and would hate to tell the Giver that this is a piece of Junk ! Please respond soon -as I need a sewing machine NOW ! (before I purchase another brand)

Business

Response:

Dear [redacted]

This letter is to follow up from a Revdex.com

Complaint that we received with regards to your Brother CE7070PRW.

Unfortunately, Brother cannot dictate or interfere with

dealer or retail store return policies and procedures of companies that sell

our products, however Brother does stand behind the 1-year manufacturer’s

warranty.

If you require troubleshooting or operational assistance,

please contact our customer service department by calling [redacted]between

9:00am and 7:00pm EST Monday through Friday for technical assistance.

If the issue cannot be resolved Brother will offer to cover

the repair at no charge.

If you have any questions regarding this matter, please

contact me at [redacted] Monday through Friday 9:00am to 5:00pm

EST.

Sincerely,

Executive Office

Brother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:- I received the machine as a Gift ,and have no idea where it was purchased . The machine is fautly and is unusable by me. I feel the manufacturer should stand behind their products,regardless of where it was purchased . I am willing to accept another product of the same value- in the form of a gift certificate-or- another machine ! thank you . [redacted] I Am open to their offers. P.S. I noticed they posted "glowing" remarks ,from other purchasers (supposedly)-- but only AFTER I aired my complaints !

Regards,

Business

Response:

As we advised in our follow up response on 2/28/14, brother cannot offer any type of credit for trade in value. Brother offers free technical support on all of our products for the life of the machine. To troubleshoot a problem, our customer support can be reached Monday through Friday from 9:00am to 7:00pm EST at 1-877-[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: (Second attempt to respond) It will take MORE than TECHNICAL support to fix the problems ! The machine is of poor quality ,does not live up to your advertivement,difficult to thread and operate ! The attachments are too light-weight-as is the machine as well.

In my many years of sewing -this is the worse machine BROTHER has sold . I can see no use in your offering "SUPPORT" for somthing that cannot be fixed ! My only "OUT" is for you to give me credit towards one of your better models! This was a GIFT I wish I had never gotten !

Regards,

Review: I purchased a NEW Brother MFC-4510DW printer from [redacted] on 2/21/2014 to be used for our small business office. It began having issues with paper jams after a few weeks. I was always able to get it to reset, until May 23rd, when no matter what I did it continued to give me an error message. I called Brother and after over an hour on the phone doing every diagnostics test possible they agreed to send me a replacement printer. It arrived after 3 days or so, however they sent me a REFURBISHED printer. Although I wasn't happy about that because I did not pay for a refurbished printer I purchased a new one, I decided to install it and hope my problems were over. That wasn't the case. Within the first 2 days of use I was having paper jams and multiple pages being fed through the machine at a time, printing small amounts on each paper. This has caused a lot of wasted ink and paper. I called Brother back, spoke to a supervisor named [redacted] who again made me run through all of the diagnostics. This time the error message went away, so she would not send me a new printer, but said if it happens again to call back and they will get a NEW printer out right away. Today, the printing errors began again. I now have a Brother printer on the way to me, again after being on the phone for over an hour. I have no confidence that the NEW printer will be any better than the first NEW or the REFURBISHED printer I have already been through. There is a design flaw in the way this printer feeds the paper. But none of the people I have spoken with at Brother are willing to acknowledge that and they refuse to send me anything other than the exact same printer that will have the exact same issues. (There are plenty of threads to document this available via a quick [redacted] search.)

I am filing a complaint due to the poor response and unwillingness to do what it takes to correct this problem,. They will not issue a refund of my money. They will not replace the printer with a different model.Desired Settlement: I will accept a refund or credit at Brother to be used toward another product. I even asked if I could get a credit and use it to get replacement ink for my two other Brother printers. They are willing to do nothing but continue to send me the exact same printer, which is unacceptable.

Business

Response:

As we advised [redacted] at the same location via a follow up fax today, which was delivered to [redacted]. Brother has replace the mfcj4510dw on June 9, 2014. The replacement machine will be arriving June 11, 2014 under [redacted] tracking number [redacted]

Consumer

Response:

Review: [redacted]Brother Reference # [redacted]

I am rejecting this response because:I received the NEW printer today, the THIRD printer of this exact same model that I have been given, and it is already pulling multiple pages through the machine at a time, printing small amounts on each page, spitting out multiple blank pages in between printed pages and printing uneven so that the document is crooked or smeared and must be reprinted. There is a design flaw with the machine - sending multiple replacements of the same model will NOT resolve the issue. I have asked for a refund and have gotten NO RESONSE to that request!

Regards,

Business

Response:

Brother had a Product Support Specialist on our MFCJ4510DW follow up with the customer to discuss the issues/concerns as they were on their 3rd machine. The 3rd machine is not jamming, but is multi feeding and printing a little bit on each of the leading edge of the paper. As a one time accommodation we have offered to upgrade the customer to our newest machine, the MFCJ4620DW when they become available, which should be in the next month or two. [redacted]Customer RelationsBrother International[redacted]

Review: I purchased a pe-770 Brother embroidery machine roughly 11 months ago. This machine was defective right out of the box. The carriage squeaks upon movement and does not pick up the bobbin thread. These issues were reported to the customer service department over the past year. Each time I was told to take it to the nearest sewing shop to be looked at. They would not submit an exchange. The issue of the bobbin thread was fixed temporarily, but after 2 uses it is still not picking up thread. The unit is DEFECTIVE and has been since initial purchase. I'm requesting yet again to be sent a new machine in exchange for the defective machine that I received.Desired Settlement: I would like the machine to be replaced with a new one that is not defective.

Business

Response:

Brother has been in attempt to contact [redacted] with regards to her Brother PE770 machine and the possible concerns she is having. We will need to arrange for the machine to be shipped back to our facility in [redacted] first for proper diagnostics.

We also followed up with our Authorized Service Center on January 30, 2014, [redacted]. A repair was made on 11/21/13 with an issue of threads being tangled in the upper tension assembly . The service center removed the threads, cleaned and oiled the machine and no squeaky noise could be found.

Best Regards,

Brother International

Review: Please note: Brother has not been helpful in any way in resolving the issues with this printer – HL5470 DW, purchased 03/08/13. I think my last conversation with tech support, in which he had me repeat the same actions I performed previously on every single contact with customer service, with one exception. Again, I continue to have exactly the same problem I have had since day one with this printer. I print a document with mixed originals and either in the process or for the next document the error message forces me to use the manual feed tray.

After my last session with tech support in which there was one new change, all the pages of paper inserted in the manual feed pulled through together completely clogging the printer so it is now useless and unusable. This last contact at tech support told me Brother never gives back money and the solution to my problem was to use their printer with a different computer.

I contacted tech support on 08/20, 08/22/, 11/06, 11/07, 11/08, 11/11, 11/22, and 12/02. THESE ARE THE DATES I HAVE RECORDS ON. There were at least 6-10 other contacts with tech support of which I have no record, (at least 1x/mo from purchase date forward.)Desired Settlement: I want all my money back or a brand new printer of better quality that I can sell. This is my 7th and LAST Brother printer. I will NEVER own another product produced by this company.

Business

Response:

This letter is in response In [redacted] complaint that was filed with the Office of the Attorney General in [redacted]t. case number [redacted] Brother International Corporation had a representative in am division contact [redacted] on November 22, 20 i3 (mics :11255350 huh) and again on November 25. 2013. When our representative spoke with [redacted] on November 25, 20-13 he was informed by her, that she did not want to troubleshoot the issue with her Brother HL 5470dwt and the Adobe fill: she alleged to be having issues with, but only Wanted in be refunded the price of the machine.

With regard to the customer request For a refund, she will need to contact the slore where 1hr: product was purchased concerning their reiurn and or refund policies. Brother cannot interfere nor dictate refund or return policies of retail slums: we wiik ful ly stand bahind the tar-ms of the warranty that came with her product.

Brother does- offer free: technical support on all ol'our pmducl (s) for the life ul' the machine e'ven manufacture warranty has expired. Normally. lwubIcs-houting the problem n'ver llae phone can resolve: 111:: issue. if lhe customer dams not want to trmzbieslmut the problem (5), Brmher can providc: the customer with an Amhoi'izc Service Ccntcr in their area to bring, the machine. fur diagnostic tcsiing. However. if no mechanical or ciccli'miic issue can be found the cusmmer would he charged for the diagnostic fee.

Review: purchased a brother a MFC J280 W all in one printer. 7 /13/ 1913 , have had nothing but trouble run 38 copies (36 black 2 color ) out of ink in all four cartridges in less than 2 months . called and went thru 1 hour of testing etc they sent me 4 cartridges . lasted 42 copies and 2 months again All ran out together , called again went thru same cleaning and tests over and over again. asked to get shipping label and send it back ,Ignored so I bought 4 high yield cartridges and installed 3/14/14

now its out again and am getting the run around black will not work. so I changed it out 3 times does not work , called and got the run around again , emailed and was told to take it to a repair shop, Over 100 miles away . asked for shipping label like warrantee says to repair or replace , got no whereDesired Settlement: replace with the same or other all in one printer , fax, copier , scanner as the contract says

Business

Response:

I am arranging for technical support to contact [redacted]. According to our call record on March 10 ,2014 the customer advised the machine was working correctly and if the issue persists they would call Brother customer service. We do need to confirm how the machine is operating and if its malfunctioning I have advised my technical group to swap the machine under warranty.

Brother International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

[redacted] will wait to hear from them. and no its not working I guess they lost the call la week ago.

Review: I purchased my MFC Brother printer about 9 months back and it's worked flawlessly. I switched from [redacted] so the quality of the product was much greater and loved the wireless capabilities as it was my main selling point. Our Brother printer kept displaying "low ink" for colors we were rarely using (like Y and M), we mostly used black for our college papers and rarely the colors. Replacing those inks with the authentic brand of Brother, our printer started acting up after some rolling black outs in Fresno. Once reset, the wifi settings had completely been deleted and we followed the steps to add the printer back on our network. Once back on, the wifi symbol appears on the brother printer yet is not recognized by any of our iPhones or MacBooks. I called the customer service center twice, on August 17th at 5:21PM PST. This call lasted 42 minutes and got nowhere, we went over traditional troubleshooting steps that I was familiar with as I had done them previously and the unit was still not printing on our wireless network. I was placed on hold then hung up on, I contacted again the following day and remained unsuccessful at getting my printer to function properly.Desired Settlement: It's unfortunate to go this route as I know Brother will be able to address theses issues once they arise but with workers unable to execute things correctly I've been left with no choice but to be heard this way. All I ask is for a settlement is a functioning printer with the same capabilities, thats all. I enjoy your guys' product very much so and it's an unfortunate first time experience, I anticipate it to be a hardware issue but having a printer that functions is vital to my success with school and work.

Business

Response:

sent follow up email to the customer;Good Morning [redacted]

[redacted] This email isto follow up on a Revdex.com complaint that was filed on August 26, 2015 in regards toyour Brother [redacted] not printing on your wireless network. We are sorry to hear about the troubles youhave had in reaching our customer support in attempt to resolve your issue. We can arrangefor an in house software technician to contact you at convenient day and timeto help address this issue. It wouldhave be Monday through Friday from 9:00 am to 6:30 pm EST, excluding holidays. Please let us know what day and time we canarrange to have software technician contact you. Sincerely,Customer RelationsBrotherInternational

Review: I purchased a brand new Brother brand TN420 for my Brother DCP-7065DN yesterday afternoon. I printed about 50 pages on it and the pages started to have fading on it. So I removed the toner, moved the little green tab back and forth to make sure all was clean and checked the drum life, which is marked at 47%. This green tab really did nothing and next thing you know the printer said replace toner and would not allow me to print further. This in less then 24 hours and less then 60 total sheets of paper. This is ridiculous. I have three Brother printers and have never seen a toner have this kind of a problem before.Desired Settlement: I am requesting a replacement cartridge/toner.

Business

Response:

Dear Revdex.com,We had our customer support reach out to Mr. [redacted] on Friday, June 6, 2015. We have not heard back yet from the customer, but a contact number and name was left on a voice message to reach out to us to see what we can do to help resolve the issue Mr. [redacted] is having.Sincerely,Cusotmer RelationsBrother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I left two messages on the voicemail with the appropriate voicemail with Brother on Friday at 2pm. I called again at 4:30 to see if anyone was around and no one picked up except for a receptionist and I explained what was going on and I asked for that extension again and she transferred me back. I have not heard back, it is now almost noon on Tuesday with NO response from Brother. I work a normal 7-4:30pm central time job as I indicated in the message to them and would be heard to reach during that time. I would like Brother to email me since they can't seem to call me back then at [redacted]. I have followed through with what they instructed. I did have co-workers around for both return phone calls.

Regards,

Business

Response:

We spoke with the customer on 7/2/15 - Our agent had to reset the toner cartridge, do avoid the error message from reappearing. We also emailed a solution to the customer to help resolve this issue should it happen again in the future.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The business has failed to resolve the portion of the complaint acknowledging the failed toner. It doesn't print properly. They have had the counter reset, but it came back on immediatley within a couple sheets and as I stated on the phone with the representative, I didn't even print 60 pages and it stopped printing clear sheets, like all the other toners I bought, the sign that it was out of toner. The rep said this should take care of this problem and it did not as the low toner light came back on as soon as she hung up the phone. I am still requesting the toner be replaced by Brother. Obviously I received a defective toner and Brother has failed to realize this.

Regards,

Business

Response:

As a good will gesture we can issue replacement TN420 Toner cartridge to Mr. [redacted] as a one time accommodation. If he finds this acceptable resolution we will send this out to his following address on file:[redacted]If he or the Revdex.com has any furhter quesitons on this concern I can be reached at [redacted]Ext.[redacted] Monday through Friday from 9:00am to 5:00pm EST. Sincerely,Mike FCustomer RelationsBrother International

Review: I purchased a PE770 embroidery machine from [redacted] on December 16, 2013. I had numerous issues through the months following . I don't have a certified Brother dealership locally so I finally shipped the machine off to one (Your Sewing Center in Waterloo, IA) on Nov 4th, 2014. The machine was at the shop for over 2 weeks. I spoke with the repairman [redacted]) several times over that time. I told him all the problems I'd had and he found all those problems to be accurate. He attempted to repair the various problems but eventually deemed the machine defective. At this point, we contacted Brother directly. They told us we needed to deal only with the dealership. My husband contacted Brother and asked to speak directly with a supervisor. He was able to speak with [redacted]. She handled the situation, and had a repair technician speak to my husband. We felt this technician was condescending. They finally agreed to have the machine shipped to the Tennessee repair center. The repair center had the machine for a little more than a week, and then it was sent to me. When I received it, there was a service report that only contained one of the many problems the machine has. I assumed they would have gotten a report from the dealership with his work and findings, but it is clear they did not or did not address the other problems. It was sent back to me without a power cord but they overnighted me a cord (Thank you for that). I started stitching out designs to see how it worked. Initially the main complaint of the thread shredding seemed to be better but on the second design, the problem resumed. All of the other problems still remain. These are the problems my machine has on a regular basis: 1) Thread shredding/breaking (up to 30 times per design) 2) Hoop "slaps" against the machine as it is stitching 3)Hoop doesn't hook into the clips easily 4)Thread path is not consistent and is either extremely tight or very loose 5)Thread seems to snag on crank shaft and wrap aroundDesired Settlement: I feel this machine is defective. All of these problems have been present since the purchase and the repairman at the dealership came to the conclusion it was unfixable. The repair facility did not address these problems, save one. And the repair the did do did not solve the problem past the first design. We were treated in a way I felt was unprofessional and condescending (from [redacted] and the technician in TN). I would appreciate a replacement machine (NEW) that does not have these problems. I don't believe that repairing it will resolve these issues.

Business

Response:

Dear Revdex.com,Our customer support has reached out and left a voice message for [redacted] on 12/31/14. We will be attempting again today.Sincerely,Customer Relations

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I did not receive a voicemail on December 31st. I do see missed calls from a NY number but no voicemails. I appreciate you continuing to try to resolve this problem.

Regards,

Business

Response:

Brother has attempted to contact the [redacted] on 12/31/14, 1/6/15, 1/7/15 a[redacted] and one more time on1/8/15 at [redacted] along with a follow up email at [redacted]. We still have not heard back from [redacted]

Review: I am writing, so a situation can be dealt with more than asking for money for an item. The money is for the cost of the printer that has caused such hardship. Printer HL 2270DW. More than anything I want others to be aware of the scam they are trying to play on others. Several days ago, I contacted Brother support to help me set up my printer wirelessly. I reached an individual named [redacted] at [redacted] At first he was very nice and helpful and asked for access to my computer to try to find the issue. He pulled up a screen that is foreign to anyone who is not computer savvy and he even asked if I was "computer savvy" several times. He was personable and asked about my job, etc. He told me my computer was running slowly and showed me several places where there was a Trojan virus and other very damaging problems explaining that the virus was allowing others to steal vital information from me. Trojans are VERY, VEry rare with a Mac. He went on to say that for $298 he could fix the problems and I would be covered for two years. I mentioned [redacted] and he said they would keep the computer for 3-6 days and charge me a one time fee of $200 to $400. When I declined his offer he said he could offer me a one time fix for $89 but I had to do it now. When I declined again he got a bit indignant, erased all of the information he had been telling me from the word pad he had pulled up and left only his number and name. I promptly went to [redacted] where my computer was fixed on the spot for free. Not only is it wrong to slam [redacted], but even worse that a Brother representative attempted to take money from me unnecessarily. All I called for was help with a service. The printer is not compatible with my computer in a wireless fashion with the CD provided, so the advertising is a bit false.Desired Settlement: I would love the money. More than anything I would like to see a complaint filed in hopes that others will be saved their $298 that does not need to be paid. To say there was a Trojan when indeed there was not either shows an outright scam or someone trying to fill a quota. There was no such thing or anything else he said. The [redacted] tech showed me the same screen and explained how anything can be said to someone who does not fully understand computer lingo.

Business

Response:

Issue formal response from our conversation with the cusotmer on 8/12/14

Review: immediately that there was a problem with the printer. We called the company and their technician walked my tech through the steps which my tech had already done. to be courteous he cooperated with him. Their tech [redacted] purchased a brother printer on 1/13/15. The printer was defective and appeared to be used when I received it. I hired a technician to install it for me and he saw almost [redacted] that brother will send me out another brand new printer called a basic printer. I was curious about the word basic and inquired as to what that meant. He stated that meant you would be getting a partial printer only and that you will have to remove several parts from the printer that I presently have to put on the new basic printer that they were sending out. I had him to repeat this several times since I could not believe what I was hearing. I spoke to about (4) different people, one finally being a manager. It was to no avail. The manager stated we only send partial replacements out and do not give customers their money back. I told him this was unacceptable, I did not want to do business with brother and only want to get my money back a full refund. I have reported this to my creditor and seeking some help from them. Not only has this been a nightmare but in all of my years I have never heard of such a thing. Brother is very hard to do business with and is not in any agreement. I don't trust the Brother Company and was afraid they would send me used parts as well as I do not want to have to take parts from one machine and put on another machine. BUYER BEWARE! YES, BEWARE OF LARGE COMPANIES SUCH AS THIS. I thought I was doing business with a trustworthy, reliable company and look what happen to me. I WILL BE SATISFIED JUST TO GET MY $163.01 CREDITED TO MY ACCOUNT PLEASE. Thank youDesired Settlement: Brother needs to take a good look at their policy. I am a dissatisfied customer and a dissatisfied customer has a right to a refund if a product is defective or used (both). NO questions asked. I no longer want or need their printer and the only acceptable agreement is a full refund of $163.01. ALL ITEMS WERE PROPERLY RETURNED TO THE BROTHER COMPANY BY [redacted]

Business

Response:

Dear Revdex.com,This is to follow up from [redacted] complaint that was filed. Since she returned her MFCJ5520DW back to Brother on 2/2/15 under [redacted] tracking#[redacted] and her machine was purchased directly frum Brother, we will be issuing a refund of $163.01 to the credit card that she purchased this product on as well as waiving the restocking fee as a good will gesture. As of today (2/27/15) the transaction was completed on Brother's end for the refund. This is now up to the bank of the credit card [redacted] used to show the reimbursment. If you have any further questions I can be reached at [redacted]Sincerely,[redacted]Executive OfficeBrother International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,