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ENT Assoc. of Johnstown

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ENT Assoc. of Johnstown Reviews (35)

[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 while this resolution is NOT satisfactory to me I am sure it is the only offer I will receive to attempt to correct the ongoing problemI will accept the ink cartridges for the J4620DW and once those are gone I will replace the printer with one that I can trust to handle small business needsSpecifically due to the interactions I had with [redacted] and his indifference to the issues I have had with these two printers for the last year, I will NEVER again purchase another Brother product Regards, [redacted]

Dear Revdex.com,Brother has reached to *** *** today (3/11/15) to discuss his concerns and issues and follow up on the letter that was sent on our first responseSince the machine has shut down due to the empty inks we cannot troubleshoot the problems of (multiple feedings and wireless connectivity)We are sending the customer a set of LCink cartridges at no charge so we can continue to troubleshoot his concernsI explained to the customer that our customer service would have to duplicate the error (s) he is advising before we can issue warranty terms and conditionsWithout duplicating the problem, the machine is running as designedI further explained if he brought his unit to an Authorized Service Center (ASC) for Brother and they too could not find anything wrong with the machine then he would be charged diagnostic feeHowever, if they do confirm a manufacture issue Brother would cover the repair under warrantyFirst though, Brother is sending the replacement ink cartridges to the customer today, so we can finish all testing of the product to determine any additional issues., which the customer agreed with.Sincerely,*** ***Customer RelationsBrother International

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to me
Regards,
*** ***

Issue formal response from our conversation with the cusotmer on 8/12/

Dear Revdex.com,Brother explained to the customer on 2/3/14 that starer toner cartrdiges are included with the machine of purchase. The starter toner cartridges should last approxmately pages. This approximate page yeild is in accordance with the ISO/IEC using
letter or Asize paper which is the industry standard. Printing at 5% coverage, menaing 150-words per page should approxamtely receive pages. If printing at 10% coverage then the aproxamete life to the starter toner cartrdige would be half (500pages). Sincerely,Customer Relations

Brother has attempted to contact the *** *** on 12/31/14, 1/6/15, 1/7/a* *** and one more time on1/8/at *** along with a follow up email at ***. We still have not heard back from *** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear *** *** * This email is in response to the email you sent to the Revdex.com on April 17, 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 policiesBrother 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 FCustomer Relations

Complaint: ***
I am rejecting this response because: This printer never worked properly from the start! I understand the consumption of the ink cartridges as I have used and owned printers in the pastAfter a very short time and less than weeks, with less than sheets with a very low percentage of print, mostly attempting to get it to work, I gave up getting any satisfactionI don't need any more wordy excuses, only need some sort of compensation to offset my bad investment in your obviously faulty printer
Regards,
*** ***

Good Morning Ms***, I have attached Brother’s personal response to the Revdex.com that was faxed over on 1/5/15. Brother will continue to stand behind the upgraded machine we provided the customer with all troubleshooting and warranty terms. However, per the customer’s request to receive ink and or toner cartridge for the value of the MFCJ4620DW is not something we can provide. Ms*** advised she no longer want to troubleshoot the problem when we last spoke with her on 11/24/ As a good will gesture Brother would be willing to offer a set of ink cartridges for her MFCJ4620DW for any misunderstandings the customer may have felt with our customer support. Please let me know if you have any further questions on this case. Sincerely, *** *** Customer Relations Brother International ***

Dear Revdex.com,This is to follow up from *** *** complaint that was filed. Since she returned her MFCJ5520DW back to Brother on 2/2/under *** tracking#*** and her machine was purchased directly frum Brother, we will be issuing a refund of $to the credit card that she
purchased this product on as well as waiving the restocking fee as a good will gesture. As of today (2/27/15) the transaction was completed on Brother's end for the refund. This is now up to the bank of the credit card *** *** used to show the reimbursment. If you have any further questions I can be reached at ***Sincerely,*** ***Executive OfficeBrother International

attached is Brother's formal response

Dear *** ***The DCPis compatible with Windows I have supplied a link explaining the following, http://support.brother.com/g/s/id/os/windows.htmlPlease understand that the drivers for the DCPare built into Windows However, due to the age of the DCP(over years since
production) Brother will not be manufacturing "Brother Original" drivers for this machineIf you have any further questions please contact our customer support at *** as they will be able to answer any further questions you may have.Sincerely,Customer RelationsBrother International

Dear Revdex.com,The Brother MFCJ870DW comes with a two (2) year manufacture warranty from the date of purchase. If Brother cannot resovle the problem over the phone we can elect to offer a replacement unit of the same machine, however we do reserver to offer a refurbish product if we do not have new
machines in inventory. A credit card is needed to process the swap and a hold $is placed. This is to ensure that we receive the malfunction product back. Once Brother does recieve the prodcut back the old is then removed from the customer's credit card and is not charged in any way. We have notcied that the orginal product has been returned under *** tracking number *** to our Tennessee facility on March 24, 2015. So therfore the hold of $has been removed from the customer's credit card.Please let us know if you have any further questions or concerns. I can be reached Monday-Friday from 9:am to 5:pm EST at ***Sincerely,Mike F*Executive OfficeBrother International

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Brother has spoken with [redacted] on 1/12/15.  We have asked for her to mail the cartridge in question back to our TN facility for inspection. After receiving the cartridge we would go ahead and issue a replacement cartridge as one time accommodation.

Attached is Brother's response letter.

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]

Complaint: [redacted]
The company admits that it has never provided adequate support for this product, because their drivers are only available to the consumer "built in" to the operating system, and are not available directly from the company.   Most responsible technology companies have drivers "built-in" to the operating system AND also make the drivers available to the consumer directly from the company (in case there are problems with the "built-in" driver).   In the future, Brother should always ensure that its customers can obtain drivers both built in AND directly from the company.
Regards,
[redacted]

Attached is Brother formal response to this cusotmers issue.

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