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 [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]

[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:
 
The website address is: [redacted]
 
[redacted]

Dear Revdex.com,
 
Roman"> A voice message was left for [redacted] on 7/15/16 in regards to her complaint that was filed with the Revdex.com on 7/6/16.  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 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, 2015 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, 2015 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. [redacted]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 LC103 inkcartridges as a good will gesture.If you have any further questions or concerns I can be reached after the holiday on July 7th, 2015 at [redacted] from 9:00am to 5:00pm EST.Sincerely,Mike FCustomer RelationsBrother International

I took my  Brother printer to [redacted] today 8/26/16, approximately 4:30p.  The tracking # is [redacted]  **  [redacted]  It has the required parts for return inside the printer.  Free shipping label was pressed over original.  
 
Brothers was sent the same as above.
 
Transferring the parts from my printer to another exact shell was simple.  I apologized to the company for the fear I had of not being capable.  The printer worked as soon as I plugged it in and printed out a test page.  There was no reinstalling the printer.  My computer excepted it immediately  The printer is working at this date and I am grateful for the 30 day extended warranty on the recent one received. I am going to wait the 30 days, before saying all is well.  [redacted]   5p  Friday  8/26/19

[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,
 
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]
Customer...

RelationsBrother International

Dear [redacted] This letter is to follow up from a Revdex.comcomplaint that we received with regards to your Brother XL2600i.  We are sorry to hear about any trouble youare experiencing with the product. Brother will...

continue to stand behind the terms on thewarranty that comes with the XL2600i, which is one (1) year from the originalpurchase date for Parts, Labor and accompanying accessory items and two (2)years from the original purchase date for electronic (replacement labor excluded)and 258 years from the original purchase date for the Chassis Casting.  Brother would only elect to replace themachine if either our Authorized Service Center could not fix the issue, or ifthe machine was sent back directly to Brother in which we could no fix themachine. If you are experiencing an issue with the machine sometimescontacting our customer support can help resolve the issue before bringing themachine to our Authorize Support Center. They may be reached at [redacted] Monday through Friday From 9:00amto 7:00 pm EST or via email which can be found at [redacted].   We hope you find this information helpful. Sincerely, Customer RelationsBrother International

Complaint: [redacted]
I am rejecting this response because:
1. The "test" that Brother told the Revdex.com about is not the test they asked me to do.  What Brother sent me is much longer, much more involved, and completely ridiculous.  Brother needs to supply a menu command from its print driver program.  I will gladly give them a report generated by a menu command.  
2. Brother has repeatedly indicated that its ridiculous test will not provide any information about the subject toner cartridge.
3. Brother refuses to take back the subject toner cartridge for testing.
4. Brother refuses to address my other concern about the periodic distortion of type from the printer. 
5. Brother refuses to respect my wishes when it comes to phone calls.  I will not take phone calls from people who indicate via email that they do not want to resolve the problem.  Why should I allow someone to anger me over the phone?
Regards,
[redacted]

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 phone. Our agents were able to troubleshoot the problem over the phone on 12/16/14 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

Dear Revdex.com, This email is to follow up from a complaint that we receivedfrom [redacted] in regards to his Brother There was an “DIFX install error” thecustomer was experiencing.  We do have asolution in place that explains this error which is at the...

following link: https://brothercustomerservice.custhelp.com/app/answers/detail/a_id/61091...⇄ software installation I receive a Difx driver package error. What can I do?Thiscan be caused by interference with third party anti-virus/firewall program, ora problem with the computer's operating system installation. Please try temporarily disabling any third party anti-virus or firewall programs before attempting to install the Brother MFL-Pro Suite again. If you're not sure how to temporarily disable your anti-virus or firewall programs please contact the manufacturer of these programs for further assistance.  2.                  If disablingyour third party anti-virus or firewall does not resolve the issue, this mayalso occur if there is a problem with the DriverPackagePreinstall function pre-installing a driver package for a Plug and Play (PnP) function driver inthe DIFx driver store. Please contact your PC manufacturer forfurther assistance. “ However, I arranged to have my highestsoftware support reach to [redacted] on 9/22/15.  They were able to provide a work around usingWIA driver and Paperport12SE, which the customer found acceptable.   If you have any further questions, I can bereached at [redacted] Sincerely,Mike F[redacted] Brother International

Dear Revdex.com, This email is to follow up from a concern of [redacted] and the purchase of her Brother CS6000i unit.  We do apologize for any miscommunication on our advertisement for the CS6000i.  However we clearly state that a “Hard protective case” is...

included.  This is also mentioned on link [redacted] included.  We do not mention anywhere on both our authorized web page [redacted]i under specification that “Hard Carrying Case” is included or available for purchase.  As we do not manufacture a “Hard Carrying Case” or any type of carrying case for this CS6000i.  The “Hard protective case” that is included with this machine is to be placed over the machine to protect the unit from any type of dust particles or anything else from getting into the machine which could cause damage.Again we do apologize for any confusion this might have caused [redacted] during her purchase and will forward her information to our marketing department as customer feedback, to help future marketing concepts.  Please let me know if you have any further questions or concerns. [redacted]Customer Relations[redacted][email protected] International

Good Afternoon,This email is to follow up regarding [redacted] complaint that was filed on Aug 5, 2015 in regards to his Brother DCP8085Dn machine.  We spoke with the customer today (8/13/15) and have came to an understanding that Brother would cover the parts and labor for the...

repair at our Authorized Service Center in his area.  We are sending over a service request to the Service Center.Please let us know if you have any furhter questions or concerns.Sincerely,Mike F[redacted]Customer RelationsBrother International

Customer Service reps rude and uncooperative.I did get the new printer, but it just came...

today.**[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 issued a replacement [redacted] which was sent out on 1/28/16 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

_This letter is to follow up With regards to Revdex.com Complaint case ID[redacted], [redacted], Brother issued a second follow up to the customer. It was confirmed that his Brother MFC465CN was not operating correctly in which the print head would need to be replaced.
Sine we value our customer's an upgrade to an MFCJ47ODW was offered to [redacted] as a onetime accommodation for any inconvenience he might have experienced due to his MFC465CN not operating correctly. [redacted]found our offer acceptable. if you have any further questions or concerns I can be reached at [redacted]1700Ext. [redacted] or at [redacted]

Complaint: [redacted]
I am rejecting this response because: 
My original printer began to act up after the 90 day return period to return the product to [redacted]. Therefore, my only...

option was to go through Brother. They OFFERED to send me an upgraded machine because they ACKNOWLEDGED there were issues with the previous model that had been addressed with the new release. I did not purchase the newest printer from [redacted], it came directly from Brother. Therefore, they should not have a problem assisting me with my request. If they continue to offer the same resolution of the same printer this issue will never be resolved. And the technician that contacted me showed me how to get the missing text to print "as a work around". This DID NOT resolve the issue. The tech also told me that the newest printer prints slower and with less quality by design to address ink consumption complains. I did not have these problems with my previous printer. Brother, and Mr. [redacted], are in no way standing behind their product. 
Just looking at the attachment sent by Mr. [redacted], I can tell it was scanned in on a Brother computer. Crooked and blurry, and they expect me to be satisfied with that quality in my business? Not happening.
Regards,
[redacted]

Review: Brother makes all of its inkjet printer in such a fashion that they consume extremely large amounts of ink whether you use the printer or not. They call this feature automatic cleaning and contend that it is to keep the printer in the best possible condition for printing excellent quality prints. This is simply not true. The automatic cleaning wastes ink at a ridiculous rate and forces the user to continually purchase ink regardless of how much printing you actually do. This feature cannot be turned off and you cannot change the settings so that it cleans less. Replacing the ink in the printer can cost anywhere from $45 to $70 depending on the store. At that rate Brother could give their printers away for free and sit back while consumers are forced to replace ink that they did not use and make a fortune!Desired Settlement: I would like Brother to refund the price of the printer and 8 ink cartridges. I would also like them to stop defrauding consumers and fix the design of their money pit printers.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That answer is a cop out and is false. Their printers are continually cleaning themselves and burning through ink like it is free. I only print black documents and my default settings are to print in greyscale. Furthermore, I double check these settings almost every print just to be sure I am not consuming color ink. One color print cartridge, when not printing a single color document lasts about a month before the machine starts nagging about low ink. This is simply unacceptable. Brother 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,

Business

Response:

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,

Business

Response:

_This letter is to follow up With regards to Revdex.com Complaint case ID[redacted], [redacted], Brother issued a second follow up to the customer. It was confirmed that his Brother MFC465CN was not operating correctly in which the print head would need to be replaced.

Sine we value our customer's an upgrade to an MFCJ47ODW was offered to [redacted] as a onetime accommodation for any inconvenience he might have experienced due to his MFC465CN not operating correctly. [redacted]found our offer acceptable. if you have any further questions or concerns I can be reached at [redacted]1700Ext. [redacted] or at [redacted]

Review: I purchased my Brother MFC-8950DW October 15, 2013; December 23rd, my machine reported toner needed to be replaces. I took out the old toner, put in the new brother one and proceeded to finish my documents. Within 10 seconds time of starting up, the printed made a crunch sound and then the papers coming out were all blank. I have contacted the number for Brother to get assistance, in hopes of getting my printer fixed; have one of their a techs to come to examine the for this printer is not "little/or light" or even getting a replacement from another store. The only help I could get was "a refund on the toner" , which was all the "CSR" to me he was allowed to offer. I told him all the steps I did to assure it was not the toner, but the machine. I made it clear a toner would not fix the broken printer. He was rude and said that there was nothing he could do;brothers does not refund. So, I then called a tech, paid $125 to have him tell me what I already had tried to tell the CSR which was that was piece of the toner motor broke off (piece is still sitting on my desk). I needed a printer for my work/in desperation, I had to go out and spend money I do not have on a new printer, 12/24/13; Then, December 26/27th I received a call back from yet another tech from Brother - he said their policy would not refund, even for a two and a half old printer. Even though the toner motor was broken (which meant the machine was faulty when purchased). All they could do was replace it, which would take weeks to do - I needed a printer the first day I called - I needed help and all they offered was "replace the toner and refund the cost" - I have a small business which requires four or five hundred pages a day to print, and all the first CSR offered was that they would only offer a refund on the toner; then after three days, I received a call back offering a replacement - AFTER the fact.Desired Settlement: Full refund; label to send back the malfunction all in one MFC8950DW printer and call things even.

Business

Response:

I have been contact with [redacted] on 2/5/14. She was going to fax me a service receipt from our Authorized Service Center advising what was done and the error. I have discussed a possible swap of the machine under warranty, but I still have not received this service request. I left a follow up message to [redacted] today on 2/7/14, advising I have yet to receive this documents. I have provided my fax number ([redacted]) along with my contact number [redacted]if she had any further questions.

Best Regards,

Customer Relations

Brother International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I purchased my Brother MFC-8950DW October 15, 2013; December 23rd, my machine reported toner needed to be replaces. I took out the old toner, put in the new brother one and proceeded to finish my documents. Within 10 seconds time of starting up, the printed made a crunch sound and then the papers coming out were all blank. I have contacted the number for Brother to get assistance, in hopes of getting my printer fixed; just needed one of their techs to come to examine the printer at the office – way too heavy for me to pick up and tote around. I even asked about getting a replacement from another store. The only help I could get was "a refund on the toner”, the "CSR" said to me he was only allowed to offer the toner refund. I explained the steps I did to assure it was not the toner. I made it clear a toner would not fix the broken printer. He became rude and said that there was nothing he could do; that the policy of brothers does not refund to anyone. So, I called a tech, paid $125 to have him tell me what I already had tried to tell the CSR, a piece of the toner motor broke off (piece still sitting on my desk). I needed a printer for my work, bought a new printer, 12/24/13; Then, December 26/27 I received a call back from another tech from Brother - he said their policy would not refund, even for a two and a half month old printer. Two months later, I received a call back offering a replacement – early February, 2014. The call was from [redacted] – he asked the same questions and I gave the same answers. He asked me to fax over the bill from the Technician and I did the following Monday, February 10, 2014; 11:56 am pacific time. I never heard anything back from [redacted], so I again faxed the same request on March 6, 2014; 12:45 pm, Pacific Time. To this day I have heard nothing back from him and the machine is still sitting on the floor of my office and the broken piece is sitting on the desk.

Translate

Desired Settlement / Outcome

Desired Outcome:

I spoke with [redacted] and he asked for something, which I provided. I asked for a refund - he said he would exchange the printer. I am still waiting. This case is not closed nor will be until I get this machine replaced or refunded. I ask for nothing more.

Review: 2 issues here -

* poor customer services

* did not help with my issue

I purchased a brother printer back on February 20, 2014 on [redacted] model HL-2280DW.

I started having issues printing checks, the printing was not align even though it was working fine.

We (the IT gentleman and me) called last week and spend almost 2 hours trying to solve this.

Finally they offered us to exchange the printer for a refurbished one and put in hold $50.00 in our credit card while the issue is resolved. We do not want a refurbished printer.

We want a new printer or our money back.

We needed to take a decision. I called yesterday and spoke to a gentleman named [redacted], I was telling him, since the printer is still in warranty and it does not have 3 months, I needed a new one or my money back.

He put me on hold for 50 minutes (really wrong).

I called today and asked for a supervisor, I was transfer to [redacted] I asked him if he spoke Spanish, he said no, but he did, he told me he is not allowed to talk Spanish at the phone (laughing about - rude).

I commented to him about the customer services rep putting me on hold for 50 minutes, his answer was, the notes said the call was dropped, really?

Discrimination, and not willing to help.Desired Settlement: two options

1. either a NEW printer and a label to return the one we have here or

2. our money back.

Business

Response:

On May 6, 2014 we offered to replace the customer's machine with the same model. However, the customer did not want a refurbish model. Under our warranty terms we reserve the right to replace a machine with a refurbish model if Brother elects to swap the machine. We can offer a local Authorized Service Center for the customer to bring their HL2280DW to. Brother would cover the cost of the repair if the customer does not want the unit swapped. The list of Authorized Service Center in the customer location can be found at the following link.

http://www.brother-usa.com/service/default.aspx?PGID=1

I have attached our warranty statement that comes with our machines.

If you have any further questions I can be reached at [redacted] Monday through Friday from 9:00am to 5:00 pm EST.