Brother International Corporation

[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 *** and find that this resolution is satisfactory to meThe Brother rep assured me that they would continue to support the software and provide additional installs as long as it was for the original computer and the installs were due to operating system problems or crashes
Regards,
*** ***

Complaint: ***
I am rejecting this response because: They haven't address the customer service issues listed in the initial complaint, they can go ahead and exchange the unit I'm too busy to go to the repair centers, so let's just
get a new unit here Additionaly, i'd ask them to look into the software issues , and correct programming errors as well as adding the additional phone lines and customer service representativ would help a lot
Regards,
*** ***

Dear *** *** * This email is in response to the email you sent to the Revdex.com on April 17, concerning a problem you are experiencing with your Brother MFCJ4510DW With regard to your request for a refund, please contact the store where the product was purchased
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 that came with your Brother printer. Your Brother MFCJ451DW product comes with a two (2) year warranty from the date of purchase. This warranty will cover any mechanical or electronic issues that may occur during the two (2) year warranty period. Under the two (2) year manufacture warranty if Brother cannot resolve the problem over the phone after complete troubleshooting has been completed, we then can offer to exchange the machine with the same model or refer the customer to an Authorize Service Center in your area for a no charge repair paid for by Brother. Please understand that under the two (2) year manufacture warranty, Brother will only replace your machine only if all of the troubleshooting has been completed. Failure to complete the troubleshooting or if the issue can be resolved by customer support, Brother will not exchange your machine with a replacement of the same model. Brother can only then recommend bringing your machine to an Authorize Service Center for brother for a diagnostic and repair. If the Authorize Service Center cannot find a mechanical or electronic issue then the customer is responsible for all costs Sincerely, Mike FCustomer Relations

Dear *** *** This letter is in response to your Revdex.com complaint that wasfiled on 9/1/with regards to your Brother *** working with anoperating system of Windows 2000. We doapologize for any inconvenience that you might have been
through. I have confirmed with our office in Japanthat unfortunately, the *** is not compatible with Windows 2000. We do not make or manufacture any Windowsdrivers for the ***. With regard to your request for a refund, please contact thestore where the product was purchased concerning their return or refundpoliciesBrother cannot interfere nor dictate refund or return policies ofretail stores; however we will fully stand behind the terms of the warrantythat came with your Brother unitPlease review your Warranty Statement forcomplete details. As a good will gesture due to any miscommunication you mayhave received on your Brother product we would like to offer a set LCinkcartridges (Cyan, Black, Yellow Magenta) for your inconvenience. Please follow up with me at*** Monday through Friday from 9:00am to 5:pm EST toredeem this offer.Sincerely,Mike F*Executive OfficeBrother International

Complaint: ***
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,
*** ***

Dear Revdex.com,
Brother had an agent follow up with *** this morning. Since he has performed all the cleanings and still could not resolve the issue of missing colors we offered a onetime accommodation to replace his *** with an *** as a good will gesture. The
replacement machine should ship out today and be delivered on Friday (12/18/15)
Sincerely,
Mike F*
Customer Relations
Brother International

Dear Revdex.com,This is to follow up from *** *** complaint that was filed. Since she returned her MFCJ5520DW back to Brother on 2/2/under *** tracking#*** and her machine was purchased directly frum Brother, we will be issuing a refund of $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 *** *** used to show the reimbursment. If you have any further questions I can be reached at ***Sincerely,*** ***Executive OfficeBrother International

Complaint: ***
I am rejecting this response because: Since the consumer will be in possession of two machinesAbove was stated in the Brother letter to Revdex.com.
Sir/Madam: I will be in possession of machines:/printers One will be a a refurbished, empty shell, and the second a dysfunctional printer still under warranty This is a total of two non-working machines The letter fails to mention this significant detail I am asking my printer, still under warranty, be replaced with another machine of the same make and value which prints for the time of the warranty
Regards,
*** ***

Brother recommends if the labeler is not used often , just once or twice a week, removing the cassette tape from the machine will extend the battery life of the PTH
As an accommodation we can offer AAA batteries at no charge to the customer for any inconvenience that has
occurredPlease contact Customer Relations at *** Monday through Friday from 9:00am to 5:00pm EST if you have any further questions

Dear *** *** This letter is in response to your Revdex.com complaint regarding a problem you encountered with your Brother MFCJ870DW The amount of ink your Brother machine uses can vary depending on different factors, the first of
which is what you print. Brother ink cartridges are rated at 5% page coverage, which is the standard by which most companies measure their ink cartridge life. Of course, if you print at more than 5% page coverage, then the life of your ink cartridges will be reduced. For example, a person who prints photographs and complex graphics will use ink significantly faster than a person who normally prints text-only documents. The approximate life cycle of a standard genuine Brother black LC101BK, ink cartridge is approximately pages at 5% coverage (letter/A4) in accordance with the ISO/IEC 2471. The figures are based upon the following assumptions: Continuous printing at a resolution of x dpi in 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 assembly periodically. This process will use a small amount of ink): and, ink remaining in cartridge identified as “empty” (It is necessary to leave a small amount of ink in the ink cartridge to prevent air from drying and damaging the print head assembly) Another factor is the number of times your machine needs to clean the print head nozzles. Whether you are using the colors a great deal or very little, the Brother machine must clean all the nozzles on the print head regularly to achieve optimum print quality. Your Brother machine uses a small amount of ink each time it performs its routine cleaning. This is why even minimal use of the color cartridges causes a gradual depletion of ink. If you do not use your color ink, it will dry in the ink jets and ultimately cause poor print quality. In order to keep the print quality at its best, the machine will continue to clean the nozzles as needed. This process is common to all inkjet machines. Yet another factor pertains to using a color machine as a PC printerSince Brother inkjet machines offer full-color printing, the default setting of the print driver is “Color”. As a result, the ink colors are mixed in the appropriate amounts to produce the selected color. Even a document containing nothing but black text will combine all colors to produce black print. Changing your printing preferences from “Color” to “Mono” or “Grayscale” when printing documents with only black text or images will allow the machine to use only the black cartridge when printing the color black, and will help avoid unnecessary color ink consumption. 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 premium print quality. Please understand if the unit was to continue printing, print jobs and cleaning cycles would suction air from the dry cartridge and damage the print head. Even if you print black only or changed the print settings to “Mono” or “Grayscale” to avoid printing in color, the programmed cleaning cycles would still suction the dry cartridge, because they are programmed to clean all the ink nozzlesThe only way to continue printing is to replace the empty ink cartridge or cartridges We hope this information is helpful to youIf you have any further questions or concerns, please do not hesitate to contact us again Sincerely, *** ***Customer relations

Brother will stand behind the terms of the warranty with the MFCJ435W. However, full troubleshooting and evaluation needs to be made to determine if its the Brother machine or something related to the *** software. Brother highest level of software support will help *** *** determine the problem he is having. Until all troubleshooting is fully completely on this issue warranty terms cannot be offered

Dear *** ***The DCPis compatible with Windows I have supplied a link explaining the following, http://support.brother.com/g/s/id/os/windows.htmlPlease understand that the drivers for the DCPare built into Windows However, due to the age of the DCP(over years
since production) Brother will not be manufacturing "Brother Original" drivers for this machineIf you have any further questions please contact our customer support at *** as they will be able to answer any further questions you may have.Sincerely,Customer RelationsBrother International

Dear Revdex.com,
I have spoken with *** *** and advised if she can provide some type of receipt showing when the unit was purcahsed, that Brother would issue a replacement *** under the warranty conditions. *** *** is going to check to see if she could locate the
receipt. If you have any further questions I can be reached at ***
Mike F*
Customer Relations
Brother International

Dear Revdex.com,Brother has attempted to reach out to *** *** twice on Friday August 29th but were unable to leave a voice message. We tried again on Wednesday September 3, and there was an issue of communication with the customer and the call was lost. Our agent called
back and went to voice message this time and a message was left. Our customer service number is *** which are opened Monday through Friday from 9:00am to 7:pm EST.Best Regards,Customer RelationsBrother International

Dear Revdex.com,
We have supplied a letter from our sales department on 11/19/(which I have attached for your recrods). The order was placed and immediately cancelled. Because the order was immediately cancelled, the order never invoiced, so no charge to be
refunded. There might have been a hold placed which the customer noticed or "Pending transaction" but that should have been removed and not charged by Brother since the order was cancelled.
If you have you further questions or concerns please contact me at ***
Sincerely,
Mike F*
Customer RelationsBrother International

Complaint: ***The company admits that it has never provided adequate support for this product, because their drivers are only available to the consumer "built in" to the operating system, and are not available directly from the company. Most responsible technology companies have drivers "built-in" to the operating system AND also make the drivers available to the consumer directly from the company (in case there are problems with the "built-in" driver). In the future, Brother should always ensure that its customers can obtain drivers both built in AND directly from the company
Regards,
*** ***

Dear *** ***
New Roman"> This letter is to follow up in regards to *** *** complaint that he filed with the Revdex.com on June 20, in regards to his Brother PE500. Brother will fully stand behind the terms of the warranty that we offer for the PE500. Even if the unit was purchased as “Refurbish” model, this unit would still come with a (1) one year manufacture warranty from the date of purchase. If we cannot resolve the issue over the phone, we would advise the customer that he would need to bring the product to one of our Authorize Service Centers (ASC) in his area for a no charge repair
Unfortunately, Brother cannot dictate or interfere with dealer or retail store return policies and procedures of companies that sell our products. We cannot offer *** *** any type of reimbursement and can only refer him back to the place of purchase. However, if still has the PEwe would stand behind the product with our manufacture warranty
If you have any further questions or concerns I can be reached at ***
Sincerely,
Mike F*
Customer Relations
Brother International

Brother left a voice message for this customer. We will try to follow up again later today (7/21/16). We just need to confirm some additonal things and will replace the unit under warranty if we cannot resolve the issue over the phone
Mike F*Brother
International

Complaint: ***
I am rejecting this response because:
You havent answered the issues
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The unit has already been returned. We are making this complaint because as a refurb unit, this should have been working 100% when it left your factory. It was not and as a result of your companies negligence in refurbing the unit, we destroyed several shirts in attempts to use the machine as per the instructions provided. Since this machine was not able to perform as stated, we want a bit of compensation for the destroyed materials. IF we had bought this new, we would have used your warranty service, but it was bought as a factory refurb, and supposedly checked out and repaired by your factory techs, so there is no excuse for it not working 100%
Regards,
*** ***