Brother International Corporation

Dear [redacted]

We will need to troubleshoot the issue and determine the problem first before any recommendations can be made. As I mention in my previous response you need to speak with Ms. A[redacted] at [redacted] She is knowledgeable agent that will be able to help you.

Sincerely,

Mike
Customer Relations
Brother International

Brother has spoken with [redacted] today (7/16/14)  Its has been discussed that Brother would start a refund process which could take 4-6 weeks as this would be an accommodation since Brother does not offer refunds which we recommend contacting the place of purchase.  However, due to the length of time from the purchase date this is why we are making this accommodation.  This was agreed upon with the customer.Best Regards,[redacted]
**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]

Dear [redacted]
 
 
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.
 
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, not only Brother inkjets.
 
Yet another factor pertains to using a color machine as a
PC printer. Since 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 3 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.
 
Brother has taken the fact that
ink does get used into account and designed machines with an ink jet technology
that will save consumers money.  Many
other manufacturers incorporate the print head and ink cartridges into a
one-piece assembly.  Even if only one
color is empty, the customer is required replace not only the print head
itself, but ALL colors contained in the cartridge as well. This typically leads
to a more expensive ink cartridge. 
Brother, however, manufactures the print head and cartridges as separate
consumables.  With Brother’s print head
and ink cartridge technology, you replace only the empty ink cartridge,
thus reducing your cost per page
 
With regard to your request for a refund, please contact the
store where the product was purchased concerning their return or refund
policies. Brother cannot interfere nor dictate refund or return policies of
retail stores.
 
We
hope this information is helpful to you.   
If you have any further questions or concerns, please do not hesitate to
contact our Customer Support at [redacted] for any additional
troubleshooting.
 
Best
Regards,
Executive Office
Brother
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 them. and no its not working I guess they lost the call la week ago.

Complaint: [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,
[redacted]

Dear Customer,Your Brother MFCJ6710DW is still under the manufacture warranty terms and conditon.  Please contact Brother cusotmer service at [redacted]  If we find a mechincal or electronical issue with the machine we can offer to replace the machine under...

warranty.Best Regards,Customer RelationsBrother 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]

[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,


face="Times New Roman"> Our records indicate a replacement [redacted] toner cartridge has been issued to isolate any type of problems as a onetime accommodation from Brother customer support on 4/26/16. The order will be processed and shipped out today (4/27/16)

Sincerely,
[redacted] F[redacted]
Customer Relations
Brother International

Complaint: [redacted]
Greetings,
Please see the attached word documents with my explanation and proof of why I do not accept Brother's response. 
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]

Dear Revdex.com,
 
Roman"> This letter is in response to [redacted] complaint that was filed with Revdex.com on 8/23/16.    On 8/23/16 [redacted] contacted Brother customer support in regards to her [redacted] printer and a flashing LED light.  It was determined the machine needed to be replaced under the manufacture warranty since we could not fix the issue of turning off the flashing light. 
 
Our one year limited warranty advises the following if we elect to replace malfunction machine under warranty.  Since the consumer will be in possession of two machines, Brother will require a valid major credit card.  Brother will issue a hold against the credit card account number that the consumer provides, until Brother receives the original product back.  The consumer credit card will be charged up to the cost of a new product only if: (i) they do not return the original product to brother within five (5) business.  We do provide our customers more time to return the original product but we suggest they do it at their earliest convenience in case they forget to return the product.  The replacement machine a customer receives  (even if refurbished or remanufactured) will covered by the balance of the limited warranty period remaining on the original Product, plus an additional thirty (30) days.  We further advised in our warranty statement to retain all original accessories items and a copy of the freight bill.
 
I have attached a copy of the warranty statement.  The warranty we offer on our products are entitled to every customer that needs to have their product replaced under the manufacture warranty.   This has nothing to do with a person age or handicapped.  All of our customers have the follow the guidelines.
 
If you have any further questions or concerns I can be reached at [redacted] Monday-Friday from 9:00am to 5:00 pm EST.
Sincerely,
 
Mike F[redacted]
Executive Office
Brother International

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]
 
[redacted]
Customer Relations
Brother International

Dear [redacted],

Brother will stand behind the product under our warranty terms and conditions. As 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]
Customer Relations
Executive Office
Brother International

Dear Revdex.com,
 
We have sent the following email response to [redacted].  We await his reply so we can have an in house support tech reach out to the customer to help resolve the problem.
 
125);">Good Morning [redacted]
 
This email is from the Executive Office at Brother International in regards to your Revdex.com complaint that was filed on March 24, 2016.  We are sorry to hear about the connection issue you are experiencing with the [redacted]L[redacted]  I can arrange for an in house technician to contact you at convenient day and time (this of course during normal business hours Monday- Friday from 9:00am to 6:30pm EST).  There might be some drivers that need to be updated for the [redacted] to resolve the connection issue.  If this does not resolve the issue, we then can issue a replacement unit under the warranty terms and conditions.
 
Please let us know when we can have an in house technician contact you via phone and your best possible contact number you can be reached at.
 
Sincerely,
 
Customer Relations
Brother International
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:
Nothing has been resolved. Brother is not even acknowledging
the fact that the original brand new machine that I purchased should not have
had an issue within 3,000 pages of scanning. They are not even acknowledging
the headache that I have had to deal with in this entire process. I am
extremely disappointed in their level of customer service. They clearly do not
want to keep their loyal customers. One thing I learned in business school was
that it costs more to obtain a new customer than it does to retain one of your
existing customers. 
Mr. F[redacted]k clearly did not even thoroughly review the [redacted] documents or he would see my chat conversation with [redacted] where I asked them for a refund for this product before receiving the refurbished machine from Brother. 
I would like to see a resolution to this. 
Regards,
[redacted]

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.

Dear Revdex.com,
...


We are trying to reach out to the customer with the contact number that they provided on this complaint, which is [redacted]  We have yet to get in touch with the consumer.   I will have a support technician try again this afternoon. 

Sincerely,

[redacted] F[redacted]
Customer Relations
Brother International