Brother International Corporation

Complaint: [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,
[redacted]

Dear Revdex.com,Brother explained to the customer on 2/3/14 that  starer toner cartrdiges are included with the machine of purchase.  The starter toner cartridges should last approxmately 1000 pages.  This approximate page yeild is in accordance with the ISO/IEC...

19798 using letter or A4 size paper which is the industry standard.  Printing at 5% coverage, menaing 150-200 words per page should approxamtely  receive 1000 pages.  If printing at 10% coverage then the aproxamete life to the starter toner cartrdige would be half (500pages).  Sincerely,Customer Relations

Dear Revdex.com,Brother will
not process a replacement toner cartridge until the internal report is printed
out and sent back to Brother for review. As we advised, this will help us
understand total pages printed, average cover toner being applied to each print
out. This will also determine if the toner cartridge in question, are not
providing the approx. page counts as we advised they should be.
Our customer support provided the following steps to [redacted] on 12/2/15
to print this report out. , which are as follows:
a. Ensure
that the machine is powered on and the front cover is closed. b. Press the GO button seven times. c. Turn the power switch off and open the front cover. d. While holding down the GO button, turn the power switch back on. The Drum,
Toner, and Error LEDs will light up. e. Release the GO button. The LEDs will turn off. f. Press the GO button twice. Wait for the Drum, Toner, and Error LEDs to light
again. g. Press the GO button once. The LEDs will turn off again. h. When the Error LED flashes, close the front cover. The machine will print
the Maintenance ReportI had one of our in house technician contact [redacted] on 12/9/15
via phone in regards to this Revdex.com complaint that filed, as well as a second
email to help the customer retrieve this internal report.   We can set up day and time that is convenient
for [redacted] to be contacted if she is having trouble printing this report.
This is of course under normal business hours which are from Monday- Friday
from 9:00 am to 9:00 pm EST.Sincerely,Mike FifickExecutive OfficeBrother International

Dear Revdex.com,On September 24,2014 we replaced the customer's Brother HL2280DW under the manufacture warranty terms.  Accoring to tracking number [redacted] via [redacted] the machine was delievered on Friday September 26, 2014.  Please let us know if you have any further...

questions or concerns at [redacted]Best Regards,Executive OfficeBrother International

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 U61821K7J638501 for the MFC465CN, the machine was manufactured in October of 2007, putting his machine 5 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:
Offering me a new machine instead of a refurbished unit to replace the 3 broken ones I've had is still unacceptable. The original I bought was new and one of my replacements I'm told was new. It obviously doesn't make a difference. Offering me extra ink as "a good will gesture" does very little, especially since I have stated (numerous times) that I have yet to run out of ink in any of the printers. They break long before I'm out.
I'm not being unreasonable in asking for a different model. I don't care if it is an "upgrade" or not. I just want a machine that has similar features that is not this particular model. I've given it three chances and I'm done. 
Regards,
[redacted]

Dear Revdex.com,
 
Roman"> I have spoken with [redacted] and determined that Brother did have some errors under the specifications for the [redacted] on our webpage.  We have since corrected these specifications errors to match what the [redacted] sewing machine can do.   I did offer to refund [redacted] money in full do to these errors, or credit her $20.00 extra for the purchase of the product, along with (3) three sets of genuine Brother sewing thread for the [redacted] that has a retail value of approx. $75.00.   It was agreed upon that [redacted] would accept the $20.00 credit (which Brother is currently in the process of applying).  I have also issued a set of three thread spools for each of the following colors: black, white, and red.  They should be delivered early next week.
 
If you have any further questions I can be reached at [redacted] Monday thru Friday from 9:00am to 5:00 pm EST.
 
Sincerely,
[redacted] F[redacted] Customer Relations
Brother International

Dear Revdex.com, We have attached our response from December 14, 2014 to [redacted] with regards to a Revdex.com complaint filed in December 2014.  In regards to his latest issue, Brother will continue to stand behind the terms of the manufacture warranty on the...

MFC9330CDW.  If we cannot duplicate the customer problem over the phone we cannot provide warranty options.  We offer the customer an Authorized Service Center (ASC) to bring their machine to.  However, we advise our customers, that if our ASC cannot find a problem with the unit, they will be charged a diagnostic fee which is not covered by Brother International.  If the ASC does find a mechanical or electronic error, Brother will cover the part and labor for the repair. [redacted] will need to contact the place where the machine was purchased concerning their refund policies.  As we (Brother) cannot interfere not dictate refund policies of retail stores.  We can arrange to have an in house technician contact [redacted] to see if we can duplicate the problem (s) he is having.   If you have any further questions or concerns I can be reached at [redacted] Monday –Friday from 9:00am to 5:00pm EST. Sincerely, Mike F[redacted]Customer RelationsBrother International

Dear Revdex.com,
 
I have discussed the issue and concerns with [redacted].  I advised back June 22, 2016 we asked the customer to install new inks to see if this resolved the “Unable to clean 50” error message.  [redacted] contacted our support back on June 23, 2016 advising that this did not work.  At that time our support asked for a proof of purchase for this ink.  [redacted] could not provide this receipt at the current time.  This was needed to provide warranty status.
 
After speaking with [redacted] she explained she could not find the receipt as she purchased the ink about a month ago.  I advised the customer that we could issue a replacement of the [redacted] with the same model as a good will gesture.  The customer appreciated the offer but since she purchased another machine she wanted to be refunded the price of the [redacted]  I apologized, but I explained all refunds/reimbursements will have to go through the place of purchase.  Since the unit was not purchased directly from Brother we cannot offer a refund.  Nor can we dictate retail store chains return policies.  But will stand fully behind the terms of the warranty on the [redacted]
 
I explained to [redacted] if she had a change in mind I would continue to stand behind the offer of replacing the machine under warranty.  I provided her my contact information if she wanted to contact me in the near future, which she politely declined. 
 
Please let me know if you have any further questions as I can be reached at [redacted] Monday- Friday from 9:00am to 5:00 pm EST.
Sincerely,
 
Mike F[redacted] Customer Relations
Executive Office
Brother International

Dear Revdex.com,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[redacted]Executive OfficeBrother International

Complaint: [redacted]
I am rejecting this response because:
There is no guarantee that the toner shipped with the machine is defective. The problem could be the drum. Who knows? Nevertheless, I'm willing to install the replacement toner as soon as I receive it, and if that takes care of the problem, great. If not, I want the option to renew my request for a refund for the cost of the machine. Thank you.
Regards,
[redacted]

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.
[redacted]
Brother International
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 In my earlier direct dealings with Brother Customer Service, I had requested an exchange, to which the Representative said I needed to provide a receipt for the printer ink cartridge. While I did have a receipt for the printer itself, I no longer had a receipt for the ink cartridge; therefore they said they could not give an exchange. Why the need for the cartridge receipt? They state this is their procedure, but truly just seems like a purposeful hindrance.  Consequently I purchased a new printer. 
With my current Revdex.com complaint, I now requested a refund for the purchase price of the printer. Per the Revdex.com response and my conversation with Mike, the Brother representative, they now offer the exchange--which now does me no good as I had since purchased a new printer.
I am not satisfied with the company's current response. 
Regards,
[redacted]

We have reached out to this customer to perform a full diagnostic with regards to this customers concern and issue with the [redacted] print function.  [redacted] advised he would not be able to perform this diagnostic until July 1st, 2014.  We have arranged to call back [redacted]...

[redacted]  on July 1st, 2014.

[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,Brother has offered to replace [redacted] MFCJ4710DW today (August 4th, 2014).  His replacement machine will arrive in two (2) business days.  We will be supplying a pre-paid packing slip as well so he can return his malfunctioning machine.Best...

Regards,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.
Here's a copy of the receipt.  The printer was purchased at [redacted] October 12, 2014. My [redacted] Member id is [redacted] You can verify purchase with best buy. Please ship my new printer to my house at:
[redacted]
[redacted]
 

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I purchased a Brother printer in April, 2016. I had trouble printing Adobe PDF files (printed gibberish). I had dealt with Brother phone support to solve this issue. I was not having any success. Resorted to calling Brother headquarters and left a message with customer relations. Within twenty minutes I received a called from customer support. They remotely accessed my computer, diagnosed the problem, and found a solution with five minutes. Printer now working perfectly. I appreciated how the headquarters group took my problem seriously. I was impressed after being so frustrated.

Dear Revdex.com,
 
Roman"> Brother will be replacing [redacted] under our warranty terms and conditions.   We will be sending him a new replacement [redacted] to isolate any types of mechanical issues he should be experiencing.  This was discussed with [redacted] today (9/9/16) which he agreed upon.
 
If you should have any further questions or concerns, we can be reached at [redacted] Monday-Friday from 9:00am to 5:00pm EST.
 
Sincerely,
 
Customer Relations
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.  It is truly a shame and poor customer service to make a customer wait over 2 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]