Brother International Corporation

Complaint: ***
I am rejecting this response because:
That answer is a cop out and is falseTheir printers are continually cleaning themselves and burning through ink like it is freeI only print black documents and my default settings are to print in greyscaleFurthermore, I double check these settings almost every print just to be sure I am not consuming color inkOne color print cartridge, when not printing a single color document lasts about a month before the machine starts nagging about low inkThis is simply unacceptableBrother USA is using their cleaning cycle (something of which I, as the printers owner have no control over when and how often it runs) to line their pockets with my hard earned money
Regards,
*** ***

Dear Revdex.com: This letter is in response to *** *** ***, BetterBusiness Bureau complaint, case number *** and his Brother TNtonercartridge. In response to *** *** concern regarding the yield ofhis genuine Brother TNtoner
cartridges, his cartridge will printapproximate 2,pages Aor Letter-sized single-sided pages. Approxcartridge yield is declared inaccordance with ISO/IEC (Letter/A4) with 5% coverage being applied toeach print out., which is the industry standard. Please be aware that the amount of toner usedvaries according to what is printed on the page and the print densitysetting. Changing the print densitysetting for lighter or darker printing, will change the amount of toner used. If the coverage being applied is at 10% coverage, then this will reduce theapproximate page count in half to 1,pages. We hope this explanation helps the approximate page countsof a TNBrother toner cartridge. Sincerely, Customer RelationsBrother International

Dear Revdex.com,
face="Times New Roman"> This follow up letter is in response to *** *** complaint that was filed on August 23,in regards to you her Brother MFCJ480W and request for a refund
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. During troubleshooting, if we cannot resolve the problem over the phone and find that it’s a mechanical issue with the product. Brother will offer to replace the machine (with the same model) or offer to have the unit serviced at no cost to the customer at one our Authorized Service Centers in their area. This is described under the warranty terms and conditions statement that was included with the product.
If you have any questions regarding this matter, please contact me a* *** *** *** Monday through Friday 9:00am to 5:00pm EST
Sincerely,
Mike F*
Executive Office
Brother International

Brother has spoken with Mr*** today (5/15/14). We offered a one time accommodation to have the unit serviced at no cost to him at one of our Authorized Service Centers in his area. Brother will cover parts and labor for this repair and Mr*** accepted our offer

Dear *** ***This email is to follow up from a Revdex.com complaint that we received from you with regards to your Brother ***Unfortunately, Brother cannot dictate or interfere with dealer or retail store return polices and procedures of companies that sell our
products, however, Brother does stand behind the one (1) year manufacture's warranty that comes with *** from the date of purchase.Our records indicate that we issued an exchange for your *** on 1/26/15. The order was process and sent over night. The delivery of this replacement product should arrive via ups under tracking number ***We hope this answers any questons or concerns you may have. For any additonal troubleshooting with your product please contact our customer support at *** Monday - Friday from 9:00am to 8:00pm EST.Sincerely,Customer RelationsBrother International

Complaint: ***
I am rejecting this response because:I was unaware that a response was requiredI am doing so nowI havereceived the Brother Scan and Cut MachineI have still not received theprepaid *** card for the purchaseI have also not received the DreamMachine BundleIt was stated to ship on June 1, however has not beenreceived as of todaySorry I misunderstood the initial response.Thanks for your help with this matter
Regards,
*** ***

[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 me
Regards,
*** ***

Dear Revdex.com,
We have been in attempt to contact the customer on 12/and again on 12/10. My represenative needs to troubleshoot the issue the cusotmer is having with needle threader. If we cannot resovle the issue over the phone then we can arrange to have the unit
picked up and sent back to Brother for proper inspeciton. We will attempt another follow up call today (12/11). Sincerely,
Mike FCustomer Relations
Brother Inernational

Dear*** ***This letter is to follow up from your Revdex.com Complaint that wasfiled in regards not receiving the necessary accessories you promised duringthe purchase from *** *** * ***Brother has followed up with ***
andthey advised us you have received the Scan N Cut machine and the $pre paidgift cardThey informed us that the luggage for the VX8500D has not arrivedyet.After further investigation there was an error in processing the order in whichthe luggage was not sent to this dealerWe have corrected this error andprocessing the luggage to be shipped out by Monday, June 1st , Theyshould be receiving this luggage sometime next week, which you will receive afollow up call from *** Sew & VacWe do apologize for any inconveniencethis delay has caused youIf you have any further questions please contact meat *** Ext.*** Monday through Friday from 9:to 5:pm EST.Sincerely,Mike FCustomer RelationsBrother International

Dear *** *** This letter is in response toyour Revdex.com complaint that was filed on April 27th,with regards to your MFC-J870DW and empty starter color inkcartridges. The Brother website, *** 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 LCcolor 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 pages at 5% coverage,while genuine Brother color ink cartridges are approximately pages at 5%coverage. The figures are based upon thefollowing assumptions: Continuous printing at a resolution of x dpi inmode 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 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 nozzlesThe 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 substanceIf you areinterested in Monochrome laser printers more information can be found at *** We hope you find this informationhelpful for future use. Sincerely, Customer RelationsBrother International

Complaint: ***
I am rejecting this response because: If possible, I prefer to be contacted via E-mail at ***Seeing how I went down to their nearest Service Center in *** *** for repair and was rejected because my machine cost so little, even though it's brand new - it's the least they can do for resolution
Regards,*** ***

Dear Revdex.com,We have tried to reach out to *** *** on 12/4/to get
some additional information from the Brother *** in regards to this Revdex.com
complaint. There is a report that we
will need to print out from the machine, which will tells us the page count and
the percentage of
toner being applied to the print outs. Before we can issue any type of replacement toner
cartridge, we will need this report to verify how the unit is operating. Our agent left their contact information on
the follow up call and we await to hear back from *** *** so we can attempt to
help resolve the problem.Sincerely, Executive OfficeBrother International

Dear *** ***
size="3" face="Times New Roman"> Please advise web address of the Brother site you were on, so we can attempt to locate the reviewWe need to confirm that it was our authorized website
Sincerely,
Customer Relations
Brother International

Dear Revdex.com,
We attempted to reach out to *** *** on 12/20/16. Our rep left four follow up messages at 10:20am, 11:17am, 2:50pm and 5:36pm. They also provided their direct line for *** *** if he would like to call rep back so we can see what might be the
problem he is experiencing with Brother ***
Sincerely,
Mike F*
Customer Relations
Brother International

Dear Revdex.com,Brother has spoken with *** *** today May 27, 2015. We have confirmed that the unit needs to be repaired. As a one time accommodaiton we are sending an onsite tech to her location to fix the MFC9970CDW at no charge. Parts and labor will be covered under
this one time accommodaiton.If you have any further questions or concerns I can be reached at ***Sincerecly,*** ***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 *** and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** ***
Roman">
This email is to follow up on a Revdex.com complaint that was filed on January 11, in regards to your Brother *** We are sorry to you hear about any trouble you are having with the product
With regard to your request for a refund, please contact the store where the product was purchased concerning their return or refund polices. Brother cannot interfere nor dictate refund or return polices of retail stores; however, we will fully stand behind the terms of the warranty that came with the ***
Please understand that under the one (1) 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
I can arrange to have an in house technician contact you to make sure all the firmware and drivers are up to date on the *** Sometimes this can cause the Deep Sleep issueIf the machine is still not operating correctly after this, we can then offer to replace the model with the same model. Please contact me directly to set up a day and time that is convenient for you. I can be reached Monday through Friday from 9:00am to 5:pm EST at ***
Sincerely,
*** F*
Customer Relations
Brother International

Dear MsScharko, I am following up on Revdex.com complaint that was filed on 10/2/15in regards to J*** *** *** sewing machine. I spoke with *** *** on 10/1/about theissue he was experiencing with the Brother PE-
sewing machine. It was explained to *** *** that we couldnot issue a replacement PE-until the unit was shipped back to Brother forproper inspection. If the unit cannot berepaired to operate under the specifications in which the unit has beendesigned to operate at, then we could issue a replacement unit. Brother has paid for the pickup of themachine under *** tracking number *** Once we have afull diagnose on *** *** machine we then can determine if a replacementunit is needed However, any type ofrefund request, he will need to contact the place of purchase concerning theirreturn and or refund polices. BrotherInternational cannot interfere or dictate refund or return polices from retail stores. Brother will fully stand behind the terms of thewarranty statement that was provided with the machine, which I have enclosed acopy of in this email. If you haveany further questions I can be reached at *** *** Monday throughFriday from 9:00am to 5:00pm EST.Sincerely,Mike FifickExecutive OfficeBrotherInternational

Complaint: ***
I am rejecting this response because: the business has not actively engaged me in troubleshooting with this replacement printerTHE PROBLEMS WITH THIS PRINTER ARE THE SAME AS THE ORIGINAL PRINTER THAT WAS REPLACED.Clearly this model of printer DOES NOT WORK AS INTENDED.As the businesses has ceased troubleshooting the device with me, and as all troubleshooting steps with the previous printer revealed no problems except their inability to store the credentials properly, the problem is clearly with the hardware.I reject this responseIf they actually want to address the issues, they could engage me with troubleshootingThey have refused to do this
Regards,*** ***

Dear Revdex.com,
 
Roman"> 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 [redacted] machine there. 
 
Sincerely,
 
[redacted] F[redacted]
Executive Office
Brother International