Brother International Corporation

Dear Revdex.com,This email is to follow up on matter you brought to our attention on June 25, 2015, related to Mr [redacted] ***, case# [redacted] with regards to his request for upgraded Brother machine Our customer support manager spoke with Mr [redacted] on June 23, and advised him that we could not provide an upgrade to a different machine however, we will fully stand behind the terms of the warranty that came with his Brother MFCJ4710DW.I spoke with Mr [redacted] directly on June 25, and apologized for any inconvenience he might be having with the replacement unit.It#s not attention to send out malfunctioning machines as replacements to our customers According to the recorded calls, Mr***did not want to finish troubleshooting the problem with the replacement MFC-J4710DW Normally, under our warranty terms and conditions this is required before a replacement machine could be offered I advised Mr [redacted] that we would issue a new MFC-J4710DW without and further troubleshooting due to the inconvenience he has been experiencing At this time, Mr [redacted] only wanted to be upgraded to a new and different machine We will continue to stand behind our offer to replace his current MFC-J4710DW with a brand newMFC-J4710DW Due to the trouble#s he has experienced with the replacement MFC-J4710DW, I will also include an extra set of LCinkcartridges as a good will gesture.If you have any further questions or concerns I can be reached after the holiday on July 7th, at [redacted] from 9:00am to 5:00pm EST.Sincerely,Mike FCustomer RelationsBrother International

Dear Revdex.com,This letter is to follow up with regards to [redacted] Revdex.com complaint Brother International has followed up to discuss the customer's concern It was explained to [redacted] that toner cartridge serial numbers need to be confirmed to valided if the cartridge is a genuine Brother toner, or generic toner Generic toner cartridges can cause isolated paper jams as the paper has to pass through the toner and drum Brother will only replace MFC7860DW under the warrnaty terms and conditons if the problem cannot be resolved over the phoneOur agents were able to troubleshoot the problem over the phone on 12/16/which we resolved the problem There was intermimittent jamming, but we could not duplicate the jammiing over the phone as the machine was operating the way it was designed too.We can recommend an Authorized Service Center (ASC) however, the cusotmer is responsible to bring their machine to the ASC So, if they want to ship the unit to the ASC they would have to pay for that cost Once the ASC diagnose the machine and if they do find a mechincal issue with the printer then Brother will cover all cost of the warranty repair However, if the ASC cannot find any mechincal issue with the printer then the customer is charged the diagnostic fee under our warranty terms and conditons.This has been explained to [redacted] today.Sincerely,Customer RelationsBrother International

[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.] Revdex.com: 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 themand no its not working I guess they lost the call la week ago

Dear BBB,The Brother MFCJ870DW comes with a two (2) year manufacture warranty from the date of purchase. If Brother cannot resovle the problem over the phone we can elect to offer a replacement unit of the same machine, however we do reserver to offer a refurbish product if we do... not have new machines in inventory. A credit card is needed to process the swap and a hold $50.00 is placed. This is to ensure that we receive the malfunction product back. Once Brother does recieve the prodcut back the old is then removed from the customer's credit card and is not charged in any way. We have notcied that the orginal product has been returned under [redacted] tracking number [redacted] to our Tennessee facility on March 24, 2015. So therfore the hold of $50.00 has been removed from the customer's credit card.Please let us know if you have any further questions or concerns. I can be reached Monday-Friday from 9:00 am to 5:00 pm EST at [redacted] Sincerely,Mike F*Executive OfficeBrother International

Dear BBB, 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] [redacted] F [redacted] Customer Relations Brother International

Complaint: [redacted] I am rejecting this response because:(1) Brother has already documented in writing that the absurdly complex test they ask me to perform will NOT provide information about the subject toner cartridge The test is limited in scope to what the printer is doing now, not what it did in September—two toner cartridges ago(2) If Brother wants customers to perform tests, they should provide a way to do it via a menu command, not something that requires "gymnastics" at the printer panel(3) I repeatedly made it clear to Brother that I will not take their phone calls I will not allow them to anger me while I am at work, surrounded by coworkers Nor do I have the subject printer at work It's at home(4) Brother refused accept the subject toner cartridge for inspection(5) When I subsequently notified Brother in writing of a second problem—that of the printer occasionally distorting type—Brother stopped communicating with me It is further evidence that Brother doesn't want to resolve problems Regards, [redacted] ***

Dear Revdex.com, Our follow up response to [redacted] *** advised some simple steps how to reduce the usage of color ink cartridges If [redacted] feels the machine is performing cleaning cycles more then normal, then he can contact our customer support at [redacted] to troubleshoot the problem If we cannot determine the problem over the phone we can refer the customer to one of our Authorized Service Center to have the machine evaluated However, according to the serial number we have on file U61821K7Jfor the MFC465CN, the machine was manufactured in October of 2007, putting his machine years out of the one (1) year manufacture warranty [redacted] would be responsible for the cost at our Authorized Service Center With regards to the customer request for a refund, he would need to contact the place of purchase to inquire about any possible refunds If you have any further questions I can be reached at [redacted] Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The business has failed to resolve the portion of the complaint acknowledging the failed tonerIt doesn't print properlyThey 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 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, [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It is truly a shame and poor customer service to make a customer wait over weeks for a final disposition when the product is obviously defective and needed replaced per warranty Accepting their offer does not mean I agree with their practice of customer support Regards, [redacted]

[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.] Revdex.com: 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] ***

[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.] Revdex.com: 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, [redacted]

Dear Revdex.com, Brother issued a replacement [redacted] which was sent out on 1/28/under [redacted] tracking number [redacted] (delivered on 1/29/16) It was determined the customers machine was having a mechanical malfunction since it could not detect the replacement ink cartridges Please let me know if you have any further questions as I can be reached at [redacted] Sincerely, [redacted] F [redacted] Customer Relations Brother International

Dear BBB, I have spoken with [redacted] and Brother is offering to replace the machine under manufacture warranty. He should receive this machine by Wednesday 5/25/16 at the latest. Sincerely, [redacted] F [redacted] Customer... RelationsBrother International

Dear Revdex.com, Roman"> A voice message was left for [redacted] on 7/15/in regards to her complaint that was filed with the Revdex.com on 7/6/ Brother can offer to exchange [redacted] with the same model if she is experiencing a problem However any type of refund she will need to contact the place of purchase in regards to their refund/return policies Sincerely, Mike F [redacted] Brother International [redacted]

Dear [redacted] , Brother will stand behind the product under our warranty terms and conditionsAs I mentioned before, I do need to arrange to have an in house technician contact you to see if we can resolve the issue If the problem cannot be resolved then we would issue to replace the machine with the same model I can be reached directly at [redacted] or at [redacted] We can discuss a time and day that you can be reached for my in house technician to contact you Sincerely, [redacted] F [redacted] Customer Relations Executive Office Brother International

Complaint: ***
I am rejecting this response because:
All the firmware and software has already been updated with no successThere is either a failure with the machine itself or the training Brother employees receive since they cannot keep my printer working properlyI am not sure which the problem isIt is your responsibility to ensure the customer is satisfied with your product and anything less is very poor service indeed.
Regards,
*** ***

Dear Revdex.com,As we advised in our first response on October 15,
along with the warranty statements we attached. Brother stands behind the *** with our warranty terms and
conditions. What this consist of, is, if
we elect to replace the machine due to mechanical
troubles, we reserve the
right to send a refurbish or remanufactured replacement This in lieu of whether the customer purchased
a “New” or “Remanufactured” machine from
our authorized retail chain (s) that sell our product.We are respectfully declining *** *** request to be reimbursed. Any type of refund or return of the product,
she will need to contact the place of purchase concerning their return or
refund policiesBrother cannot interfere nor dictate refund or return policies
of retail stores, however we will fully stand behind the terms of the warranty
on the ***Sincerely, Mike F*Brother International***

Dear Revdex.com,Brother has offered a onetime accommodation to replace the
fax*** with the same model. I did
explain that sometimes when the toner heats to be applied to the paper during a
print out that out it could leave an odor due to the technology for the toner
and
fuser. If the smell continues after
they receive the replacement unit, then the unit will need to go to Authorized Service
Center for a complete inspection. *** *** agreed to the replacement unit, which should arrive on FridaySincerely, Mike F* Customer RelationsBrother InternationalTell us why here

Dear Ms***,We are sorry to hear about any problems you have with your Brother MFCJ450DW. Our customer support is available Monday through Friday from 9:00am to 9:pm EST and limited support on Saturdays. We can be reached at 1-877-*** or via online chat or email at WWW.***. With regrads to our follow up letter on 6/25/15, we felt it was imporant to you to have an undestanding as to why the ink cartridges might being used even if your not prinitng in color. We do understand any confusion this might have caused yet which is why we have offered you a set of the LCcartridges as a one time accommodation. You would receive one (1) yellow, (1) magenta, (1)cyan, and (1) black ink cartridge with this set. As we mentioned in our previous letter we do need to confirm your shipping address so we can send out these cartridges. We hope this informaiton is helpful to you.Sincerely,Customer RelationsBrother International

Dear *** *** This email is to follow up from your complaint that wasfiled with the Revdex.com dated August 5th, with regards to yourBrother ***. We do apologizedfor any inconvenience, but our software department has had a higher call
volumeto date, due to Windows release. We do offer support via email and chat at www.brother-usa.com. There are also some great FAQ’s on this site aswell for your product. We have enclosedsome links with regards to your *** concern for both receiving and sendingfaxes. http://www.brother-usa.com/FAQs/Solution.aspx?FAQID=200000049750&ProductID=MFCL2...⇄ http://www.brother-usa.com/FAQs/Solution.aspx?FAQID=200000049755&ProductID=MFCL2...⇄ We hope you find this information helpful. Sincerely,Customer RelationsBrother International