Brother International Corporation

Review: Description of issue: This thing has too many bugs and problems. Among them:

1. It only prints sometimes. Other times it hangs up and I get printer error when I check the queue. This causes it to stop working and freeze up.

2. The fax function of this machine keeps trying to take over the whole thing, making itself the default. It directs me to troubleshoot, then says the problem is that the fax is not the default function. I don't need a fax machine at all, and I certainly don't need one that thinks it is the primary function.

3. Another printer problem is that it hangs up, says it is receiving data, and never actually prints anything.

4. Can I dispose of Paperport, Nuance, and every other useless piece of trash the startup disk installed? Paperport specifically grabbed my printing jobs and held them without actually printing anything. Annoying, and useless as far as I can tell.

5. I cannot control the scanning, copying or other nonprinting functions from the computer.

6. Calls to your customer service line to resolve any or all of these problems have been futile. You have limited hours and take all afternoon. I am frustrated to the point that I will no longer spend my day on hold to get five minutes of support. And then this machine will malfunction anyway.

7. My warranty remains in effect. Please send me a return postage label so I can send this thing back for a full refund under the terms of your warranty. It is a piece of [redacted] and I will never buy another Brother product, based on this experience.Desired Settlement: I have requested, and have not received, a postage-paid label so I can return this thing for a complete refund. I wasted $75 and way too much time on the phone with Brother trying to make this thing reliable. Brother offers a warranty and support. To date they have provided neither. They refuse to send a shipping label or even discuss this option. And their support is a joke -- open only on weekdays when I have no time at home to spend on this. I cannot take the day off work to spend it on the phone with Brother. Initially I was willing to take their offer of a call to me, provided they could do it on a weekend. They refused, and parroted back the hours I cannot be here as the only option. Based on my experience with their support so far, I will no longer agree to do this anyway, since it has already proven frustrating and pointless. I have a copy of my invoice that could be printed or emailed if needed. This was purchased from an authorized online dealer and their warranty applies.

Business

Response:

[redacted]

This letter is to follow up from your complaint that was

filed with the Revdex.com concerning a problem you are experiencing with your Brother MFCJ650DW.

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 MFCJ650DWproduct 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.

If you have any further questions regarding this matter,

please contact me at [redacted] Monday through Friday 9:00am to

5:00pm EST.

Sincerely,

Customer Relations

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Brother remains in breach of its promise of support or exchange. This is the email exchange that already has occurred, leading to the complaint:

March 4, 2014 (from Brother): "[redacted], We understand that you are having multiple issues with printinf (sic) from your MFC-J650DW. We are sorry to hear this and will be more than happy to assist you. We definitely apologize for any delays in contacting our phone support. We would like to have a Technical Support agent contact you directly fer to troubleshoot over the phone for the issues that you are experiencing (sic). Our hours of operation are 8 am-7:45 pm CST, Monday through Friday (excluding major Holidays). Please reply to this email and provide a telephone number (area code included) along with a date and time for us to call you. Please include your time zone as well. We will also need the model near you for troubleshooting. Regards,"

March 5, 2014 (from me): "The best time to reach me is on weekends. I can arrange to be here at noon Eastern time Saturday or Sunday, take your pick. Weekdays are bad, unless I have a holiday weekend. This printer is already registered with Brother. My email address is [redacted] My model is MFC-J650DW. The serial number is [redacted] It was purchased Dec. 6 from [redacted]. I cannot promise to reproduce all of these problems on command. They occur on their own, and fairly frequently. This is why I am not optimistic about resolving them."

March 6, 2014 (from Brother): "Our hours of operation are 8am-745pm CST, Monday through Friday. We are not open on the weekends. You can contact us when it is convenient for you. Our support number is [redacted]

March 6, 2014 (from me): "Please send me a postage-paid label so I can return this item for a full refund. It does not work as advertised, and Brother refuses to offer support in a timely fashion, nor at a time when I am available to use it. The company is in breach of its warranty and its promise of support."

March 10, 2014: "We understand that you would like to request a refund for the MFC-J650DW. We apologize that you are having issues with the machine and will be more than happy to troubleshoot to resolve any issues that you are experiencing with the model. Refunds are handled by the point of sale. This is not a part of the Manufacturer's Warranty

agreement. If the machine was purchased from Brother sales via telephone or online website within the last 30 days, please contact Brother sales dept at [redacted] directly to request a refund. If purchased from another retailer, please contact that retailer directly. If you would like to troubleshoot to resolve the issues that you are having with the MFC-J650DW, please reply to this email and provide a telephone number (area code included) along with a date and time for us to call you. Please include your time zone as well. Our hours of operation are 8 am-7:45 pm CST, Monday through Friday (excluding major Holidays). We will also need the model near you for troubleshooting."

March 10 (from me): "I got this piece of crap from [redacted] However, [redacted] pointed out -- correctly -- that your warranty on the printer remains in effect. It is your printer, purchased new. Are you now saying your warranty does not apply? Don't worry, you'll be hearing more about this..."

After March 10 I stopped attempting to communicate with Brother directly, since it was clear to me that this exchange was going nowhere. For example, on March 10 they apologize for my problems using the model number I provided, yet at the end of the same email they again ask for the model number. Huh?

Also, on March 5 I explain that weekdays are bad for me (for support), since I'm not near the printer. I specifically offer them noon for a callback on either Saturday or Sunday. They respond by restating their limited weekday hours, and reiterate that they are not open weekends or holidays. After this I stopped reading their emails, and filed this complaint. On March 20, after seeing yet more email in the queue from them, I advised them not to contact me directly again, and opted to let the Revdex.com act as an intermediary. I did this because my email correspondence with them had become repetitive, nonresponsive, and had reached the end of its usefulness. I hoped that Brother would be more responsive with a third party involved.

Alas, this response is just more stonewalling by Brother in an attempt to disown a product they wish they never had built or sold. Wishing won't make it happen, Brother. I don't care about the letter of a warranty -- either you stand behind your products or you don't. This thing is less than six months old. You sell far more printers through third-party retailers than through your own sales force. This does not remove your name from the product, nor does it excuse you from making an honest effort to support, refund or exhange products that do not work properly, doing whatever that requires. An honest, ethical company would have resolved this by now. Instead, you still are not responding.

Business

Response:

Dear

Revdex.com,

Our customer support is open Monday through Friday from 9:00am to 8:00pm

EST. We currently do not offer any additional hours of

troubleshooting. With regards to our

warranty statement, the customer must be able to troubleshoot the issue

first. If we cannot resolve the issue

over the phone we can offer to replace the machine or offer an Authorized

Service Center (ASC) to have the unit serviced at no cost to the customer. The customer can always bring their machine

to one of our Authorized Service Center in their area to have the machine

looked at. If the ASC determines the

unit is not operating correctly Brother will cover the all the necessary

repairs. Our ASC’s can be located at [redacted]

As

Brother has explained to [redacted], with any regards to a refund he must contact

the place of purchase. 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 unit (which we have stated above).

Best Regards,

Customer Relations

Brother

International

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. Brother is being nonresponsive. They know I am not able to troubleshoot during the week before 7:45 p.m., which is their actual end of workday for support. See my complaint and prior response, including the email string, and you will see that I have pointed this out to Brother previously.

2. Brother also knows that despite the inconvenience, I did contact their support line, where I spent more than an hour on hold and got no meaningful support. I won't sit on hold for Brother so they can fail to solve the problem, especially when I have to take time off to do it.

3. Brother keeps referring to "authorized" shops that could troubleshoot this for me, or exchange it for me. But they have yet to identify any such place in my location, which they have because my printer is registered on their Web site. They have no intention of fixing this, and I don't want another Brother printer anyway. I want this one to go away and not return.

4. I don't know what Brother thinks it has "explained to [redacted] All I know is they peddled a crappy product and now wish to walk away from it. [redacted], the dealer for this printer, will not take it back. But they have pointed out, correctly, that Brother's warranty remains in effect. So I already have contacted the dealer, and am following their advice. If Brother were a reputable company this would be reasonable. At this time it appears Brother is not a reputable company.

Regards,

Review: I bought a printer Brother printer from [redacted] i*n [redacted] there was a 1 year warranty on the printer and after 5 months printer started giving problems so I called brother and they told me to take it to the local service center. after couple of days I got call from service center and said its working ok now. still problem was not solved after bringing it back. so I took it back and this time service center called and said brother said they can not do anything to repair the printer.Desired Settlement: If it is non repairable printer I would like a replacement with same model printer.

Business

Response:

Thank you for bringing this to our attention about [redacted] issue. Our records indicate that we replaced [redacted] HL54700W under warranty on December 19, 2013 in which he agreed upon. I hope this information is helpful in closing out [redacted] complaint. If you have any further questions I can be reached at [redacted] Monday - Friday from 9:00am to 5:00 pm EST

Best Regards,

Review: I've had repeated problems with my [redacted] printer. The last printer I bought wasn't reading the genuine Brother cartridges. I called customer service and was provided with a new one. Next, I bought more cartridges and the new printer did not read the cartridges either. I called customer service and the cartridges were exchanged and it seemed to work fine. A couple months later when I tried a new cartridge, the same thing happened and I was told it would be delivered. 2 weeks later, no delivery, I called back and was told it wasn't processed correctly. I finally received the cartridges and they worked fine. I called the Brother customer service line on 1.27.2016 and had this same problem with [redacted] (yellow cartridge) and the very rude representative, who claimed to be Chuckie N[redacted], proceeded to tell me that there is no warranty on the cartridges and that there was nothing they could do. This was after 1 hour of my time deliberating on the phone, troubleshooting the same repeated problem I've had for the last year. This was around 4:15pm Central time. I tried to call back again around 7:50pm Central time, was speaking with a representative and in conversation proceeded to hang up on me and didn't bother calling me back. My information was established on the line, so if this was a mistake, there is no excuse for my not receiving a call back.Desired Settlement: A call back from a manager that actually values me as a customer or my money back for a printer that hasn't worked properly since I received the new one. I have yet to be able to go to any store and buy a genuine printer cartridge that will work properly... I can be reached at [redacted] or [redacted]. I prefer a call back.

Business

Response:

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, Mike F[redacted] Customer Relations Brother International

Consumer

Response:

[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.]

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,

Review: I was having an issue with printing on a Brother DCP-8085dn purchased within the last 3 years. The printer was not processing printing jobs but perfectly functioning as a copier / scanner. While going through troubleshooting with the tech support agent, the printer was put into maintenance mode, rendering all activities nonfunctioning. The tech agent then could not get it out of maintenance mode, and told me to contact a third-party computer company for support. He said that because it was out of warranty Brother would not cover any costs. Their "expert" essentially took a working copier / scanner with printing problems and turned it into a $400 paperweight and said there was nothing the company could do and no additional support could be provided. The tech support agent agreed that the problem is most likely a firmware issue and not a hardware problem that can be simply fixed by replacing a part. Brother is not standing by their product or supplying reasonable support after literally exacerbating the problem .Desired Settlement: I would like my printer to function properly.

Business

Response:

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

Review: We purchased a Brother printer and connected it to wifi successfully for a very long time. Recently we switched internet providers and since the switch we have not been able to connect our printer to wifi. We followed the same instructions as the previous set up. When that didn't work we emailed Brother and were given the same instructions to follow which was not successful. I then used online chat with customer service. I explained the issue in detail and was told the same instructions again. I stated that process doesn't work but followed them again anyway. When that didn't work the agent told me to unplug my router. This of course disconnected me from the chat and when I logged back on I was unable to chat with anyone as the service was closed for the day. That also didn't solve my problem. A third and final attempt made today produced the same result. Explained everything in detail during online chat. Customer service rep [redacted] treated me very rudely stating that I "refuse" to follow instructions. He then treated me like a child instructing how to use the keypad. I asked to speak to his supervisor. Once transferred I was told the same instructions and asked to look at my connection settings on my computer which was connected to wifi. This agent asked me for my wifi password. I am not comfortable giving out my personal information and it plays no role in the matter. I followed the same instructions yet again with no result. I gave up on the chat. On my own I figured out that I needed to enter my WIFI password not my WEP key into the printer. For weeks I had been told to locate my SSID and enter the WEP key, not the wifi password. I'm appalled at Brother's so called customer service and extreme rudeness.Desired Settlement: I feel customer service with Brother need more sensitivity training since accusing customers of refusal to follow instructions and treating them like children is appalling. They need to actually listen to the customer explain the situation and especially when the same instructions have been tried unsuccessfully multiple times. They also need to learn the difference between a WEP key and a wifi password. That was the issue at hand. I was constantly told to enter the WEP key. Also, asking a customer for confidential information such as passwords to their private information is not acceptable!

Business

Response:

Dear Revdex.com,Brother has supplied the following link: http://www.brother.ca/default.aspx[redacted] can contact Brother Canada with the following link. Brother-USA cannot offer any further assistance with her issue.Best Regards,Customer RelationsBrother International

Review: I bought a MFC L2700DW laser printer in June or July of this year. After about 2 months I started receiving an error message concerning the Units Drum. I went through the procedures on resetting the drum unit to no avail my product was still giving me errors. The printer costs around 150.00 dollars new. The drum in this unit retails for 103.00 I wasn't to happy about replacing a drum that is almost as expensive as the printer new. I figured it wouldn't be an issue I could call brother to have them warranty the drum out. I called and explained my issue. I told them I had already taken the drum out moved the green tab back and fourth to no avail. I told them I had reset the drum already and the error still showed up. She informed me at that point that resetting the drum would damage the unit. I told her the unit worked except kept giving me the drum error. She had me take the drum out and inspect it for damage or debris there was none. Then she advised me to reset the drum. I ask her about the fact that she told me it would damage the unit to reset the drum a few minutes ago and now she is advising I reset. She said she was simply giving directions and that it would in fact not do any damage. So in other wards she lied. Long story short I ask to speak to a supervisor who informed me the only thing he could do is if I emailed him a copy of the receipt he would send it to another department who would contact me and send a technician out to my house to inspect the unit. This is crazy. I have never heard of a company sending a technician out over a 150.00 dollar printer to replace a 100 dollar part. I bought another printer.Desired Settlement: I would like to be refunded the full amount of the new printer I had to purchase which was 160.49 this was purchased both time from [redacted]

Business

Response:

Dear Revdex.com,As a good will gesture we offered [redacted] a replacement drum (DR360) and a high yield toner cartridge (TN660). The customer accepted our gesture. Sincerely,Customer RelationsBrother International

Consumer

Response:

[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.]

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,

Review: I purchased my Brother MFCJ835DW 10/13/2012, the printer starting jamming last week and I have contacted Brother to get assistance, in getting my printer fixed or getting a replacement. I have not heard from Brother and is now a week.Desired Settlement: I would have the printer fixed or replaced.

Business

Response:

Brother attempted to reach Ms. [redacted] on 11/13/13 and 11/14/13. The customer service rep left their contact with the customer to call back to troubleshoot the problem she is experiencing with the Brother MFCJ835DW. The agent's contact number that was left was ###-###-####Ext.[redacted]

Executive Office

Review: This is the third brother inkjet that I have purchased that has failed just outside the second cartridge change, and outside warranty with clogged or non working printheads. It almost makes me feel like they design them to fail in this manner and I find it quite aggravating. The current unit mfc-j470dw doesn't even have 5000 pages printed on it and as soon as I changed the black ink it failed. It wasted almost 2 full sets of cartridges doing cleaning and ran through the rest while I was on the phone with support. So after an hour on the phone with support and two more wasted cartridges some $50 in ink I was told the printer was not going to work and was out of warranty. This being the third time this has happened I find it quite aggravating. I have had the same lasers and inkjets by [redacted], and [redacted] but every Brother unit has failed on me like this.Desired Settlement: It would be very nice to have this unit replaced.

Business

Response:

Dear Revdex.com,Brother had an agent follow up with [redacted] this morning. Since he has performed all the cleanings and still could not resolve the issue of missing colors we offered a onetime accommodation to replace his [redacted] with an [redacted] as a good will gesture. The replacement machine should ship out today and be delivered on Friday (12/18/15) Sincerely,Mike F[redacted]Customer RelationsBrother International

Consumer

Response:

[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.]

I'd like to say that the person that called me from Brother called the very day after I filed the complaint. She was extremely professional, extremely polite, and was a pleasure to speak to. She did exactly as she said in sending a replacement unit. It was delivered promptly and it is working perfectly. I am very satisfied with the resolution, I would give her a perfect 10 all around in all she said and did. I'm quite happy with the resolution, and I thank the people at Brother and the Revdex.com for their help and assistance in this matter. Thank you again, and have a very happy and healthy new year.

Regards,

Review: We purchased a Multi-Function brothers printer on December 2012. When we made this purchase we also purchased a two year warranty with it. In October 2014 we started having problems with printing issues. I called and ask if someone could come and take a look at it, and that we had a warranty on it. Well I was told that the warranty that we have does not cover repairs or parts. Furious with this this and wasting money on a warranty that was no good to us, we were forced to pay for the parts. On September 14, 2014 we replaced the Brother waste toner box and thought maybe that was the issue. It fixed the dots that were on the paper but not the lines going through the paper. On October 1, 2014 we replaced the entire Drum unit. That fixed the problem for a little while but then the lines returned. As of today May 20, 2015 a new error message came on and said we needed to replace the drum unit. THe drum unit is only supposed to be used if you make over 25,000 copies. We do not make 25,000 copies when we changed the it the first time. At the most we make about 300 copies a year. There is no way we should be experiencing all of the problems with this item.Desired Settlement: I would like it either repaired or send me a replacement. We spent a lot of money to replace the drum and there is no way we should have to replace another one in less than 6 months..

Business

Response:

Dear Revdex.com,Brother has spoken with [redacted] 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 [redacted]Sincerecly,[redacted]Customer RelationsBrother International

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

They were very helpful in trying to resolve this issue.

Regards,

Review: I purchased an all in one printer MFC490cw in 2010, which quite naturally I understand the warranty is over. However the issue as told to me by supervisor [redacted], is that the ink cartridges get clogged on the inside of the machine, unbeknownst to me. The resolution is that for those callers who are out of warranty, which every representative keeps stressing upon, is a replacement refurbished MFCJ430 model. However my model printed far more pages per minute hence the reason it was purchased. I replaced two sets of ink cartridges not knowing this defect existed. Just as with a car and a recall consumers are notified. No one notified me of such and one representative stated they didnt have to, it was my responsibility to call. Why would I think the item was defective if it was purchased brand new and used very little. As I explained to the rep and supv, I moved in 2011 and the item was in storage not being used. I just retrieved it and upon trying to use it again blank pages were being printed. I opted to purchase another set of ink cartridges only after reading the label where it stated to use the ink within 6 months. Once this didnt work, I phoned into Brother's customer service and I learned that they were sending me a refurbished updated model which does not offer the same (print per minute) ppm, that I had with my original purchase and they were not going to replace the two sets of ink cartridges I purchased. All of this hardly sounds fair even if I am out of the warranty. If you know there is a malfunction with a product that you manufactured why not notify your concumers. Serial numbers go along way for many reasons.Desired Settlement: I want a comparable machine with the same ppm and one that is slightly used not refurbished, since I am out of the warranty. and two sets of ink cartridges. However just so you know I was not outside of the warranty when the problem occurred. I just did not know the problem was with the brother all in one.

Business

Response:

This email is response to an email we received from the Revdex.com

on your behalf, with regards to an issue you are experiencing with your Brother

MFC490CW. We are sorry to about any

problems you may have experience.

On 9/23/13, our customer support offered to replace your MFC490CW

with a comparable model, which is the MFCJ430W. I have attached the brochure

for both the MFCJ430W and MFC490CW. As you can see by the technical specifications

the page per minute (ppm) are very similar.

Also, by upgrading you to the MFCJ430W you are receiving a new one year manufacture

warranty on this product. Brother

reserves the right to offer a refurbish model under our warranty guidelines.

However, if you are unhappy with this upgrade, Brother can

arrange to have the unit shipped back to us, and we then can offer to cover the

repair of your MFC490CW at one of our Authorize Service Centers. This would cover parts and labor as a onetime

accommodation.

Or, if you would like to keep your MFCJ430W, I would be glad

to look further into offering an extra set of LC71 ink cartridges for you. Please understand that the MFCJ430W was

shipped with a set of LC71 ink cartridges.

I would need a receipt showing the purchase of the LC61 ink cartridges as

you stated in your email to the Revdex.com.

If you like to discuss either of these options I can be

reached at ###-###-####Ext.[redacted] Monday through Friday from 9:00am to 5:00pm

EST.

Best Regards,

Executive Office

Brother International

Consumer

Response:

I did accept the offer and below is a copy of the receipt that's Brothers USA has requested so that they may reimburse me an extra set of ink cartridges.

Regards,

[redacted]`

Brother color inkjet printing devices go through ink quickly without use. Meaning the ink begins to disappear (evaporate I assume) as soon as you install the cartridge. The device will also stop allowing you to use a cartridge when the device has determined that the cartridge no longer has enough ink, instead of allowing the user to judge serviceability based on printing quality. This will happen before any faded or deteriorated quality is visible.

Review: I purchased a fax machine model [redacted]in September 2015 along with the extended warranty on behalf of my company. On December 14, 2015 I began to notice a extremely strong odor coming from the machine when items print and faxes are received so I immediately filed a claim under my product warranty company [redacted] who put me in contact with Brother who stated that I need to physically take the machine to the nearest service shop for repair.

After contacting this service shop to my dismay I was informed that it could take at most 5 to 7 business days for my product to be repaired. The problem is, that my company depends on this machine heavily to run the practice...its vital and going without a fax for over a day would impact us financially and possibly severe relationships with our clients. When I called Brother and explained the severity of this problem I was address with " At least the service and repair are covered"...

Seriously? what about my business? I asked was there a loaner that could be given or in house servicing that wouldn't force me to be without a fax machine for such a long period of time???? According to the Brother representative and his supervisor the answer was NO! Upset and appalled I guess you can say I am in disbelief that such a large company, known for printers, fax machines, ink, etc would not care more for or even be considerate enough to its customers.

What if the roles were reverse... put yourself in my shoes... Is it fair that a company who depends on your products and services should loose business behind a servicing of a product that is less than 4 months old?Desired Settlement: I would like for the product to be replaced, receive a temporary loaner machine or either have in house repair service in hopes of minimizing the threats and effects to my business.

Business

Response:

Dear Revdex.com,Brother has offered a onetime accommodation to replace the

fax[redacted] with the same model. I did

explain that sometimes when the toner heats to be applied to the paper during a

print out that out it could leave an odor due to the technology for the toner

and fuser. If the smell continues after

they receive the replacement unit, then the unit will need to go to Authorized Service

Center for a complete inspection. [redacted] agreed to the replacement unit, which should arrive on Friday. Sincerely, Mike F[redacted] Customer RelationsBrother InternationalTell us why here...

Review: I recently bought a Brother Sewing Machine and I'm having issues that need to be repaired. I've confirmed that it's repairable under the warranty but the problem is, there aren't any repair centers near me. I was told I'll have to ship it to the service center for repairs.

Why in the world world should I be paying for shipping in order for my machine to be repaired?!! I just bought this and there shouldn't be any problems at all!!

Either send me a new one and I'll gladly send back my current one or send me a shipping label so I can send it out for repairs. It's absolutely ludicrous that I have to send my machine in for repairs only a short while after I purchased it.Desired Settlement: I want Brother International to pay for my shipping to the service center. Or send me a new machine and I'll ship the old one back (with a shipping label provided by Brother International).

Business

Response:

Dear Revdex.com, We have been in attempt to contact the customer on 12/9 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 F[redacted]Customer RelationsBrother Inernational

Review: I Purchased 1 Brother HL-3170 CDW on October 31, 2013 from Office Depot. On Saturday May 31, 2014 the machine started smoking and turned the white paper yellow (appeared to be burning the paper). I call Brother they said I need to replace the waste toner box, the roller pad, the drums for each of the 4 toners and the 4 toners. This was a cost in excess of 500.00. This did not fix the problem I called them back. While on the phone with them I opened the back of the unit and saw that the drum/roller that was the heating unit was burning and melting the seal. It actually burned my fingers upon touching it. I was disconnected with customer service and when I called back they were closed. I called again today June 2, 2014 and was told they would replace the unit with a re-manufactured unit once I gave them my credit card to put a $50.00 hold to ensure that I would return the damaged unit. I said no I would not provide them with my credit card. I felt and feel that I spent enough money on this unit. I was told by the lead supervisor after being transferred 5 times and being put on hold for way to long the entire call lasted 2 hours and 46 mins. The lead stated he would send me a unit overnight and would not charge me the $50.00. End of call. Then I get a call at 5:10 PM from a person by the name of [redacted] who said he was a customer service agent handling this delivery and that he would need a credit card to complete the transaction. Again is stated no and we went round and round. I asked to speak to his supervisor and I was told that" he would email him and when he got around to it he would call me back". This in unacceptable. Had I left this unit running and I was not at home it could have burnt down my home.Desired Settlement: I would like to receive a NEW replacement not refurnished one as this one is only 7 month old. and I would like this credit card thing waived I would also like the 24 hour turn around I was promised. I would also like an apology from associate that stated I need to replace all the parts that apparently I did not. And an apology from [redacted] for his rudeness. I would never have expected a company like BROTHER to treat consumers this way or in this manner.

Business

Response:

Brother has attached a letter and our warranty statement in response to [redacted] complaint.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This unit was not even 8 months old. Your requesting my credit card for your malfunctioning machine is not acceptable. Also the nearest service center is not within 150 miles from where I live. Again not acceptable. I will not accept any offer other than the one I proposed in my complaint .

End of Story

Review: We have purchased Brother All in One machine , which is eligible for tech support , however , the customer services are impossible to reach , we spent over 45 min on hold today , every time they'd ask for all information , including the company name, make an model , e.t.c. , keep switching the call , until they lost it completely . Due to the lack of quality of the software provided , they need to establish a great deal of communication with businesses , but unfortunately it's not an issue . At this point we've decided to ask for a proper credit for the machine and we're going to switch to ** due to their improved customer services.Desired Settlement: You can send the refund electronically to [redacted] , please feel free to call to obtain our banking information .

Business

Response:

Attached is Brother's response letter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They haven't address the customer service issues listed in the initial complaint, they can go ahead and exchange the unit . I'm too busy to go to the repair centers, so let's just get a new unit here . Additionaly, i'd ask them to look into the software issues , and correct programming errors as well as adding the additional phone lines and customer service representativ would help a lot .

Regards,

Review: My medical practice puchased a Brother HL3170CDW laser printer about one year ago. We have continuously had the same issue with this printer, namely, after little use it would print a dark vertical line down the left side of the page. We would make a call to the technical support at Brother, spend 30 min to 1 hr on the phone with the technician, only to be told they would honor the warranty and ship us a brand new printer. At which time we would ship the defective printer back. Initially, this seemed like great customer service. We have now been through this SAME procedure THREE times. The last of which was last week. We literally just set up our 3rd new printer, and we are having the same issue again. As you can imagine, this has become a very time consuming issue for my office, and we are very frustrated with the poor quality of this printer. I personally made a phone call to the corporate office and left a message on 10/6/14 for [redacted], Executive Liason to the president of the company. I did not receive a call back, so I called again today. I described my issues and frustration with this particular printer in detail to [redacted]. I offered the Reference number so that he could look through the history of our issues, however he did not seem to want this. He offered to 'stand by the warranty and replace the printer'....AGAIN. I told him I was very unhappy with this product and that I would like a full refund for the amount of this printer and that I would be using a different brand in the future. He said that is not something he could offer, he could only replace the printer, again. I asked him how many times he thought was appropriate for me to go through this process? I've wasted hours on the phone with the technician, taking time out of my business day, not to mention the inability to use a printer in a busy office. He had absolutely nothing more he could offer and kept repeating himself "i will stand behind this product". I would love a refundDesired Settlement: It would be great customer service if they would offer me a full refund for this product. I also suggested to [redacted] that he send me an 'upgrade' for this printer since it has had the same issue consistently. Perhaps he could send me something a bit more robust?? He absolutely refused this request. I told him I thought this was very poor customer service, all the while being very professional. I asked if I could have some sort of contact with the President of the company, but he refused to deliver my message to the President stating "he acts on the president's behalf". Very disappointing, very poor professional customer service. A refund, a replacement with a superior product, and an apology would go a long way! (The exact dates of puchase and dates of complaint on the following page may not be accurate as I do not have the receipt with me today and there is no way to 'save' and return to complaint at a later time)

Business

Response:

Dear Revdex.com,Brother has attached our official reply along with our warranty statement for theHL-3170CDW.Best Regards,Customer Relations

Review: We purchased a HL2280DW printer early this year. It stopped printing only after about two months. We contacted Bother USA and had the printer to be repaired at a local service center. But after three months, the repair status is still same as when we dropped the printer. Despite of several phone call with the Customer service of Brothers, we still cannot get any information when the printer can be fixed.Desired Settlement: We would like Brother to send us a replacement as soon as possible regardless the repair status of the current printer.

Business

Response:

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

Review: We have a brother printer MFCJ6710DW and suddenly the black ink cartridge is not working. We contacted them in 2012 and they admit that it is defect so they ship us another refurbished MFC6490CW. We did not open immediately since we have second one for use after that one is broken. In June this year we tried to install the replacement printer and it always gives us the error message showing paper jam even though it is clear, so we never really use the printer purchased and what customer support directed us did not make it work.Desired Settlement: We would like to receive a printer with same function which is working. We dont want useless printer sitting in my home.

Business

Response:

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

Review: I purchased a Brother P-touch labeler just over a year ago. Within the first few weeks of buying the product, a "low battery" message appeared on its screen. I replaced my original 6 AAA batteries with 6 from a pack I purchased 1-2 years before. After printing out fewer than 20 labels over the next 2 or 3 months, I again received the "low battery" message. Thinking that the problem was with something I was doing rather than with the product itself, I went out and bought AAA to install. Once again, after only printing out < 20 labels over a few months, the battery message appeared. At that point, I was concerned that something in the desk drawer where I stored the product was pressing down on the power button and draining the batteries, I replaced the depleted batteries with 6 brand new ones and put the labeler on top of a filing cabinet where the button could not be depressed accidently. Fast forward a few months and a handful of printed labels later and once again the low battery message came on. This was yesterday, and I finally decided that something was indeed wrong with the product. I went to the company website and noticed that this issue was not uncommon with this particular model. The company's recommendation was to remove the batteries between uses, which is not a satisfactory option for me, and decided that the product needs to be replaced. Unfortunately, my 1-year limited warranty expired less than a month ago. When I called the company today and told them my story, they told me that because the warranty had expired there was nothing they could do. Even though the problems were clearly occurring almost as soon as I purchased the product. The customer support person I spoke with today recommended that I remove the tape cartridge (not the batteries!) between uses. this is not a satisfactory solution for me and I need to purchase a new labeler and I ask that Brother provide some compensation toward this purchase.

sDesired Settlement: Some compensation toward the purchase of a new labeler.

Business

Response:

Brother recommends if the labeler is not used often , just once or twice a week, removing the cassette tape from the machine will extend the battery life of the PTH100.

As an accommodation we can offer 6 AAA batteries at no charge to the customer for any inconvenience that has occurred. Please contact Customer Relations at [redacted] Monday through Friday from 9:00am to 5:00pm EST if you have any further questions.

Business

Response:

Brother International can issue to replace [redacted] PTH100 under our warranty terms and conditions. However, as we advised in our response on 7/21/14 if the machine is not used often, then removing the cassette tape from the machine will extend the battery life of when using the PTH100.

Executive Office at Brother can be reached Monday-Friday from 9:00am to 5:00pm EST at [redacted] for further details.

Best Regards,

Executive Office

Brother International

Consumer

Response:

[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.]

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,

Review: I purchased two items for my fax machine this morning and charged them to my credit card before my bank was open; when the bank told me the charge was too much this late in the month, I called Brother International back to reverse the transaction, but was put on hold for nearly an hour; when the agent (Rose Mary finally came on the line she told me she would void the transaction and that it takes a day or so for the purchase to be reversed. I called back to say that the transaction needed to be reversed today, in that I do not want to incur any negativity with my bank; Rose Mary assured me the matter would be taken care of promptly for this disabled customer; when I called my bank this afternoon; the transaction had not been voided; I called Brother International again and spoke to Cleve and his supervisor, Mike both of whom stated that the Billing Department was closed, and that there was no way to reach them after hours.Desired Settlement: I am in need of a refund for the two products which amount to $63.00, as was promised this afternoon by Rose Mary, during my third or fourth call to Brother International today.

Business

Response:

Dear Revdex.com, We have supplied a letter from our sales department on 11/19/15 (which I have attached for your recrods). The order was placed and immediately cancelled. Because the order was immediately cancelled, the order never invoiced, so no charge to be refunded. There might have been a hold placed which the customer noticed or "Pending transaction" but that should have been removed and not charged by Brother since the order was cancelled. If you have you further questions or concerns please contact me at [redacted] Sincerely,Mike F[redacted]Customer RelationsBrother International