Brother International Corporation

The company, Brother International, has resolved the issue on their own. I have...

received a new and functioning product from them. Although it is unfortunate that I had to go to this extent to get the response every consumer directly deserves, I did finally receive a new and functioning printer without any funds deducted from my credit card.
I'm not sure what the next step is, but this issue can be considered “closed” . Thank you for your assistance in this matter, I sincerely appreciate your efforts.
Please let me know if there is anything else I need to do.
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]

[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,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

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]

[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]

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

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: My Brother Printer that I use for my office, printer number U63310L3F425841, ModelMFC-J4510DW, is approximately 6 months old and is garbage. It frequently jams paper if making more than a few copies. That is not the main issue. The main issue, is that I phoned customer service regarding a print quality issue. The black/white printing or grayscale printing is faded, with lines through it and illegible. I replaced it it with new ink twice and to no avail. I called customer service and the tech Victor, while very pleasant, could not solve the problem. We tried cleaning not once, not twice, but 4 times and each time it was worse. I asked for a supervisor and was told there were none. A company with a reputation such as Brother, should ALWAYS have a supervisor available. I have a business, I cannot continue to waste time on this or with a company that does not care to satisfy its customers. I tried Brother based on it's reputation but will be taking my business elsewhere.Desired Settlement: Full credit or check in the amount of $259. I run a business and use it for that purpose and cannot have my printer down for repair time and have an unreliable customer service and product.

Business

Response:

Dear [redacted] This email is in response to the email you sent to the Revdex.com on April 17, 2015 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 policies. Brother 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 F[redacted]Customer Relations

Review: MFC9330CDW MODEL BLEW UP A FEW MONTHS INTO USE. WE RECEIVED A REFURBISHED PRINTER AFTER WE CALLED AND SINCE THE PROBLEM STARTED WE'VE HAD TO CALL AND RESEND THE PRINTERS 4 TIMES ALREADY. TODAY 10.8.14 WE CALLED AGAIN FOR ANOTHER ISSUE AND THE REP NAMED [redacted] SAID THAT UNLESS THE MACHINE WAS GIVING AN ERROR CODE AT THE MOMENT SHE COULD NOT HELP OR GO INTO OUR WARRANTY. SO HOW MANY TIMES DO WE HAVE TO GO THROUGH THE SAME ISSUE BEFORE GETTING BACK A MACHINE THAT WOULD LAST MORE THAN 2 MONTHS BEFORE HAVING AN ISSUE AGAIN??Desired Settlement: I NEED EITHER A WORKING MACHINE THAT I DO NOT HAVE TO KEEP SENDING BACK AND FORTH OR I WOULD LIKE MY MONEY BACK!

Business

Response:

Response letter has been attached

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.