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] [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
Dear Revdex.com: This letter is in response to [redacted], BetterBusiness Bureau complaint, case number [redacted] and his Brother TN450 tonercartridge. In response to [redacted] concern regarding the yield ofhis genuine Brother TN450 toner cartridges, his cartridge will printapproximate...
2,600 pages A4 or Letter-sized single-sided pages. Approx. cartridge yield is declared inaccordance with ISO/IEC 19752. (Letter/A4) with 5% coverage being applied toeach print out., which is the industry standard. Please be aware that the amount of toner usedvaries according to what is printed on the page and the print densitysetting. Changing the print densitysetting for lighter or darker printing, will change the amount of toner used. If the coverage being applied is at 10% coverage, then this will reduce theapproximate page count in half to 1,300 pages. We hope this explanation helps the approximate page countsof a TN450 Brother toner cartridge. Sincerely, Customer RelationsBrother International
Complaint: [redacted]
I am rejecting this response because: In between filing complaint and receiving this email. An associate named [redacted] called me stating she was a supervisor for Brothers. I explained the situation and she put me on hold for a few minutes. She stated that it was misleading and then stated they had a hard carrying case but it wasn't designed for this model but it was bigger. She offered to send this to me and I accepted. This has been over 2 weeks ago but I have not received it yet. She stated it would go out tomorrow, I would have thought I'd received it by now.
Regards,
[redacted]
Dear Revdex.com,Brother Intenational, has customer support hours from 9:00am to 9:00pm EST on our Printers, and MFC products. We also supply customer support on Saturdays from 9:00am to 5:00pm EST. Our customer support number is [redacted] Brother currently does not provide any...
additonal later hours of support. If you have any further questions I can be reached at [redacted] Monday through Friday from 9:00am to 5:00pm EST.Mike F[redacted]Executive OfficeBrother International
Dear [redacted]This email is to follow up from a Revdex.com complaint that we received from you with regards to your Brother [redacted]Unfortunately, Brother cannot dictate or interfere with dealer or retail store return polices and procedures of companies that sell our products, however, Brother does...
stand behind the one (1) year manufacture's warranty that comes with [redacted] from the date of purchase.Our records indicate that we issued an exchange for your [redacted] on 1/26/15. The order was process and sent over night. The delivery of this replacement product should arrive via ups under tracking number [redacted]We hope this answers any questons or concerns you may have. For any additonal troubleshooting with your product please contact our customer support at [redacted] Monday - Friday from 9:00am to 8:00pm EST.Sincerely,Customer RelationsBrother International
Dear [redacted] This letter is in response to your Revdex.com complaint regarding a problem you encountered with your Brother MFCJ870DW 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. The approximate life cycle of a standard genuine Brother black LC101BK, ink cartridge is approximately 300 pages at 5% coverage (letter/A4) in accordance with the ISO/IEC 2471. The figures are based upon the following assumptions: Continuous printing at a resolution of 600 x 600 dpi in normal mode after installing ink cartridges; the printing frequency; number of pages printed; periodic, automatic, print head assembly cleaning (Your machine will clean the print head assembly periodically. This process will use a small amount of ink): and, ink remaining in cartridge identified as “empty” (It is necessary to leave a small amount of ink in the ink cartridge to prevent air from drying and damaging the print head assembly) 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. 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. Your Brother machine is designed to stop all printing operations (printing from the pc, printing received faxes and printing copies or reports) when any of the ink cartridges are empty. This is to ensure the long life of the print head and maintain premium print quality. Please understand if the unit was to continue printing, print jobs and cleaning cycles would suction air from the dry cartridge and damage the print head. Even if you print black only or changed the print settings to “Mono” or “Grayscale” to avoid printing in color, the programmed cleaning cycles would still suction the dry cartridge, because they are programmed to clean all the ink nozzles. The only way to continue printing is to replace the empty ink cartridge or cartridges. We hope this information is helpful to you. If you have any further questions or concerns, please do not hesitate to contact us again. Sincerely, [redacted]Customer relations
Dear Revdex.com,Our customer support has reached out and left a voice message for [redacted] on 12/31/14. We will be attempting again today.Sincerely,Customer Relations
Complaint: [redacted]
I am rejecting this response because:I did not receive a voicemail on December 31st. I do see missed calls from a NY number but no voicemails. I appreciate you continuing to try to resolve this problem.
Regards,
[redacted]
Dear [redacted],I have discussed your concerns with [redacted], in our customer support. There might have been some miscommunication with regards to processing a universal case for the CS6000i. Brother does manufacture a universal case that approximately retails for $52.00. As a good will gesture, Brother will issue this at no cost to you, as a onetime accommodation. However, we cannot guarantee that this case will fit perfectly with the CS6000i as this was not manufactured for this product. Again, we do apologize for any inconvenience with regards to case/cover concerns when purchasing the CS6000i. This case will ship today, April 22nd, 2015 and should arrive within 3 to 5 business days.If you have any further questions, I can be reached at [redacted] Monday thru Friday from 9:00am to 5:00pm EST. Sincerely,[redacted]Customer RelationsBrother International
Complaint: [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,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Under no circumstance should we have been expected to spend 20 hours on the phone trying to resolve issues with this copier. Even after this much time on the phone it was still hard to receive a replacement. As a customer how does this show us that you value our business? Two other issue: is the new copier still under a warranty? 2. the amount of my ink that you used running tests, and yes you sent some color cartridges towards the end, however this didn't equal the amount you wasted on your tests.For you to send a refurbished computer instead of a new one is a slap in the face. Disgraceful.
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:
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 problem. I 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 needs. Specifically 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,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 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] [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
Response letter has been attached
Dear Revdex.com: This letter is in response to [redacted], BetterBusiness Bureau complaint, case number [redacted] and his Brother TN450 tonercartridge. In response to [redacted] concern regarding the yield ofhis genuine Brother TN450 toner cartridges, his cartridge will printapproximate...
2,600 pages A4 or Letter-sized single-sided pages. Approx. cartridge yield is declared inaccordance with ISO/IEC 19752. (Letter/A4) with 5% coverage being applied toeach print out., which is the industry standard. Please be aware that the amount of toner usedvaries according to what is printed on the page and the print densitysetting. Changing the print densitysetting for lighter or darker printing, will change the amount of toner used. If the coverage being applied is at 10% coverage, then this will reduce theapproximate page count in half to 1,300 pages. We hope this explanation helps the approximate page countsof a TN450 Brother toner cartridge. Sincerely, Customer RelationsBrother International
Complaint: [redacted]
I am rejecting this response because: In between filing complaint and receiving this email. An associate named [redacted] called me stating she was a supervisor for Brothers. I explained the situation and she put me on hold for a few minutes. She stated that it was misleading and then stated they had a hard carrying case but it wasn't designed for this model but it was bigger. She offered to send this to me and I accepted. This has been over 2 weeks ago but I have not received it yet. She stated it would go out tomorrow, I would have thought I'd received it by now.
Regards,
[redacted]
Dear Revdex.com,Brother Intenational, has customer support hours from 9:00am to 9:00pm EST on our Printers, and MFC products. We also supply customer support on Saturdays from 9:00am to 5:00pm EST. Our customer support number is [redacted] Brother currently does not provide any...
additonal later hours of support. If you have any further questions I can be reached at [redacted] Monday through Friday from 9:00am to 5:00pm EST.Mike F[redacted]Executive OfficeBrother International
Dear [redacted]This email is to follow up from a Revdex.com complaint that we received from you with regards to your Brother [redacted]Unfortunately, Brother cannot dictate or interfere with dealer or retail store return polices and procedures of companies that sell our products, however, Brother does...
stand behind the one (1) year manufacture's warranty that comes with [redacted] from the date of purchase.Our records indicate that we issued an exchange for your [redacted] on 1/26/15. The order was process and sent over night. The delivery of this replacement product should arrive via ups under tracking number [redacted]We hope this answers any questons or concerns you may have. For any additonal troubleshooting with your product please contact our customer support at [redacted] Monday - Friday from 9:00am to 8:00pm EST.Sincerely,Customer RelationsBrother International
Dear [redacted] This letter is in response to your Revdex.com complaint regarding a problem you encountered with your Brother MFCJ870DW 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. The approximate life cycle of a standard genuine Brother black LC101BK, ink cartridge is approximately 300 pages at 5% coverage (letter/A4) in accordance with the ISO/IEC 2471. The figures are based upon the following assumptions: Continuous printing at a resolution of 600 x 600 dpi in normal mode after installing ink cartridges; the printing frequency; number of pages printed; periodic, automatic, print head assembly cleaning (Your machine will clean the print head assembly periodically. This process will use a small amount of ink): and, ink remaining in cartridge identified as “empty” (It is necessary to leave a small amount of ink in the ink cartridge to prevent air from drying and damaging the print head assembly) 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. 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. Your Brother machine is designed to stop all printing operations (printing from the pc, printing received faxes and printing copies or reports) when any of the ink cartridges are empty. This is to ensure the long life of the print head and maintain premium print quality. Please understand if the unit was to continue printing, print jobs and cleaning cycles would suction air from the dry cartridge and damage the print head. Even if you print black only or changed the print settings to “Mono” or “Grayscale” to avoid printing in color, the programmed cleaning cycles would still suction the dry cartridge, because they are programmed to clean all the ink nozzles. The only way to continue printing is to replace the empty ink cartridge or cartridges. We hope this information is helpful to you. If you have any further questions or concerns, please do not hesitate to contact us again. Sincerely, [redacted]Customer relations
Dear Revdex.com,Our customer support has reached out and left a voice message for [redacted] on 12/31/14. We will be attempting again today.Sincerely,Customer Relations
Brother has attached our formal response along with warranty on the MFCJ462DW.
Complaint: [redacted]
I am rejecting this response because:I did not receive a voicemail on December 31st. I do see missed calls from a NY number but no voicemails. I appreciate you continuing to try to resolve this problem.
Regards,
[redacted]
Dear [redacted],I have discussed your concerns with [redacted], in our customer support. There might have been some miscommunication with regards to processing a universal case for the CS6000i. Brother does manufacture a universal case that approximately retails for $52.00. As a good will gesture, Brother will issue this at no cost to you, as a onetime accommodation. However, we cannot guarantee that this case will fit perfectly with the CS6000i as this was not manufactured for this product. Again, we do apologize for any inconvenience with regards to case/cover concerns when purchasing the CS6000i. This case will ship today, April 22nd, 2015 and should arrive within 3 to 5 business days.If you have any further questions, I can be reached at [redacted] Monday thru Friday from 9:00am to 5:00pm EST. Sincerely,[redacted]Customer RelationsBrother International
Complaint: [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,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Under no circumstance should we have been expected to spend 20 hours on the phone trying to resolve issues with this copier. Even after this much time on the phone it was still hard to receive a replacement. As a customer how does this show us that you value our business? Two other issue: is the new copier still under a warranty? 2. the amount of my ink that you used running tests, and yes you sent some color cartridges towards the end, however this didn't equal the amount you wasted on your tests.For you to send a refurbished computer instead of a new one is a slap in the face. Disgraceful.
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:
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 problem. I 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 needs. Specifically 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,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